TextbookRush.com

We have no record of the customer contacting us about receiving a damaged rental when the books were sent out to her. If the customer can provide that communication from January (when the books were delivered), we will issue the refund. Otherwise, we have a book that was sent out in new
condition, and was returned in non-usable condition due to liquid damage.Based on the previous usage of the book, we have issued a 50% refund of the damage chargeWe will need to procure a new textbook as a replacement at a significantly greater cost.We would refer the consumer to our rental terms and conditions posted online, and agreed to when they submitted their order:http://www.textbookrush.com/help/policies/rental-terms.aspx Book condition
TextbookRush guarantees the condition of all books rented and soldBecause
of our high standards, we require that highlighting, writing, or note taking in
your books be very limited
Items received with heavy markings/writing or in otherwise
damaged condition will incur additional chargesOther damages include
but are not limited to water/liquid damage, loose/falling
out/missing/torn/taped pages, torn or taped cover, or spine damageIf
an item is not returned and received in usable condition by the due
date, you will be charged 125% of list price + tax less the rental fee
paid

The customer sent us three books as part of our online Buyback Program. The customer’s books were rejected as we were concerned that our online policies were not being followed. Although our online Buyback Terms and Conditions state that we will not return books for any reason, we did
allow the customer to have her books returned when she paid for the shipping and handling costs (since we paid for the shipment to us). The recorded weight on both of those shipments were within a couple of ounces of each other, meaning we shipped back what we receivedThe package was delivered, and the customer stated that they only received two of the three itemsWe provided the tracking information and shipping weights referenced above. When the customer was adamant that they did not receive both books despite the shipping weight matching the total of the books sent, we refunded the customer the $shipping charge the customer had paid. At this point, we have neither the customer’s book nor the shipping payment, as both have been returned, despite our policy stating we will not return items: https://www.textbookrush.com/help/policies/buyback-terms.aspx Rejected books Items that we are not currently buying, or damaged, or are otherwise rejected because they violate our purchasing guidelines will be discarded and not returned to youRead our FAQ carefully to ensure that all of the items you plan to sell are eligible for a buyback

The USPS does put stickers on some of these packages that state they were repackaged or will include a note from their "Loose In The Mails" divisionHowever, we recycle all materials and no longer have the package for the customers shipment.The best evidence we can provide is the tracking number on the consumer's shipmentThere is no normal/valid reason why a package would spend days at a USPS facility, and we do see this kind of delay commonly with mismatched contents ("swapped" is our internal phrase)We are not allowed to provide personally identifiable information, including a tracking number, via the Revdex.com portal, so we will email to the customer via our Customer Service email system

We do ask that any damage to a book reported within days of the orderWe did not hear from this consumer at the time they received the bookThe specific book that the consumer rented was in used, "Good" conditionThis is the next to last of the industry-standard book condition levels that we
followBased on the history of their specific textbook, we have been able to issue a 60% refund for damage rental charges on that itemWhile the book is still in the same non-unusable condition we reported, we have been able to research the usage history from their specific book, and have issued the refund. The consumer should see that as a pending credit on their account

We've reviewed the consumer's transaction with us, as well as our previous usage of this rental textbookBased on this information, as a one-time courtesy we have closed her rental and will not attempt to charge her card for the replacement costs of the bookWe believe that this resolves the
issue, and consider it now closed

I was actually sent a pre-paid label after Revdex.com was contacted. The book had already been returned after TextBookRush rejected paying for return Additionally, the book I purchased was misrepresented and many are subject to this misrepresentationWhat I thought to be an honest mistake is clearly a deliberate action. I hope my filing helps others when purchasing books from TextBookRush

Our policies are clearly documented in several spots on our website, including our Buyback Help/FAQ page at http://www.textbookrush.com/help/faq/buyback-faq.aspxThey are also clearly stated in our Buyback Terms and Conditions here:
http://www.textbookrush.com/help/policies/buyback-terms.aspx#damaged-books. The customer would have had to check a box stating that they read and agreed to the Terms and Conditions before the Buyback could be submitted. The Buyback Terms and Conditions state: “Rejected books Items that we are not currently buying, or damaged, or are otherwise rejected because they violate our purchasing guidelines will be discarded and not returned to youRead our FAQ carefully to ensure that all of the items you plan to sell are eligible for a buyback.” Our stated policy is that rejected books will not be returned for any reasonHowever, as a courtesy, we have offered to return their rejected booksWe are only asking that they pay the return shipping, as we paid for their transit to usWe believe that this is fair resolution, and ask that the consumer follow the instructions given during the timeline provided (as the books will be disposed of after two week holding period)

As a goodwill gesture, the customer has had three rental extension fees refundedThese are three individual transactions of $that should show as a pending transaction at this time

We receive thousands of
packages each week, and most arrive without any issueHowever, when we do have
issues with damaged or missing items (or entire shipments), it is usually with
USPS shipmentsThis customer's package was received with their pre-paid address
label, but underneath that was a label that was not one of our pre-paid
labels, and was addressed to a different person/locationThis is
typical of a re-packaged USPS shipmentThis is why our default ship method is FedEx Ground. Not only do we have a much lower incident
rate with FedEx, they are also automatically insured for up to $100.00. If a consumer chooses to use USPS, we provide
this statement on our website in bold text:
We strongly suggest you
purchase insurance when shipping your buyback to us via USPS Ground, however
optional insurance for USPS Ground packages is not an expense TextbookRush
coversTextbookRush is not responsible
for packages lost or damaged in transit
If the consumer purchased the
recommended USPS insurance, we suggest they file a claim with the USPS
Otherwise, we do receive shipments of loose books from the USPS on a fairly
regular basisThis is from the USPS "Loose in the Mails"
Department. We check each item we
receive against our open Buybacks, and pay consumers whenever we are able to
make that match. If the consumer's item
is delivered and can be traced to their Buyback, they will be paid the current
price on that day

We receive thousands of
packages each week, and most arrive without any issueHowever, when we do have
issues with damaged or missing items (or entire shipments), it is usually with
USPS shipmentsThis is why our default ship method is FedEx Ground. Not only do we have a much lower incident
rate with FedEx, they are also automatically insured for up to $100.00. If a consumer chooses to use USPS, we provide
this statement on our website in bold text:
We strongly suggest you
purchase insurance when shipping your buyback to us via USPS Ground, however
optional insurance for USPS Ground packages is not an expense TextbookRush
coversTextbookRush is not responsible
for packages lost or damaged in transitThe consumer has referenced to us "I have forwarded the email I received stating that all my books were received together on 12/15/2015" - this is not accurateThe email we sent when her package arrived to us stated:
We have received a package with tracking number XXXXXXXXX from online buyback #XXXXXXXXX.
Your package has not yet been opened or processedThis message is just to inform
you we have received your packageYour package will be checkwithin 1-business
days
If the consumer purchased the
recommended USPS insurance, we suggest they file a claim with the USPS
Otherwise, we do receive shipments of loose books from the USPS on a fairly
regular basisThis is from the USPS "Loose in the Mails"
Department. We check each item we
receive against our open Buybacks, and pay consumers whenever we are able to
make that match. If the consumer's item
is delivered and can be traced to their Buyback, they will be paid the current
price on that day

"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">There are
two issues regarding this order:
1)
Shipping/Delivery: The consumer did select the Day shipping, and one of the
two shipments was late in arrivingEven though we shipped it on time, and the
delay was out of our control, we have issued a refund for half of their total
shipping fee (the other item arrived as scheduled)That was issued today.
2) The
Rental Item: The customer was provided the below text at multiple stages during
the rental transaction:
Rental Notice
Rentals are made available randomly, but from
available inventory and may be new or used copies of U.Sor international
editionsIn any case, the book cover and jacket designs on International
editions might differ from U.Sversions, and have different paper and bindings
as well as colors and pictures that might vary in qualityUsed books may lack
CD's, access codes, and other supplemental materialsSome rental items may
ship separately
International
Editions will have the same content, but may have a different cover, usually
softcover, and will have a different ISBNWe believe that they are a great way
to get the same material at a much lower cost. We have
shipped the consumer an International Edition, just as we stated was a
possibility
The consumer
is still within their Day Return periodWe have sent them a pre-paid return
label today as a courtesy

We were unable to confirm that the copy of the text the customer sent to us was a Publisher's officially authorized copy. Because of this, we were unwilling to purchase the book and sell it to others. We have returned the book to the customer at our expense, which is more than our stated...

policy:https://www.textbookrush.com/help/faq/buyback-faq.aspx"Items are not returned for any reason. It is the seller’s responsibility to read, understand, and follow our guidelines."The book is in transit to the customer, and that completes this transaction.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  If they fail topay within the 45 days, I will issue a new complaint.

The package is in transit currently. We apologize for the delay.https://www.fedex.com/apps/fedextrack/?action=track&language=english&a...⇄

We believe that the copyrights of authors and publishers are paramount in our industry, and are doing our best to protect them against loss by unauthorized copies being purchased or sold by us. If we cannot confirm that a book is copy authorized by the publisher, we will not purchase it. We are...

not experts in this field, so we are not stating that the item is counterfeit – we are only stating we were unable to validate that it was an officially authorized copy. Our policy regarding unauthorized copies of the text is provided online: https://www.textbookrush.com/help/policies/buyback-terms.aspx “All items are inspected by us upon receipt. You understand and agree that if, in our sole discretion, any item is determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and destroy the item without payment to you and without giving rise to any other obligation to you. You also understand and agree that we will not return or otherwise distribute any items determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party. You will hold harmless and indemnify us for any claim arising from the receipt of infringing or otherwise unlawful goods from you.” Again, we are not stating the book was deemed to be counterfeit. We are only stating that we could not validate it to be an official copy, and as such, we declined to purchase it. While our policy (provided online) is that we will not return books for any reason, we have offered the courtesy of sending the book back if the customer pays the expense for shipping it. We believe that this is a fair compromise, as we provide pre-paid labels for the shipment of books to us.  However, we cannot hold books for an indefinite amount of time, and the customer would need to reply to our emails regarding the return shipment during the time allotted for such a return.

We are at a stalemate.  Perhaps the Revdex.com can intervene on this one and look at the screenshots I previously posted and requested they evaluate.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.If any more information is required, please let me know.

What the consumer states as “impossible” is actually quite common for us: “they received the label but not books”. This is a frequent experience when using the USPS. We believe that this happens much more frequently for us than average consumers because almost all of our shipments involve heavy...

textbooks, and not normal letter-type mail. Additionally, the customer was sent an email on 2/28/2018 that contained this text” “Please contact us within 5 business days if you have any questions or concerns regarding your buyback order.” That email was sent to the email address they provided. We receive thousands of packages per week, and the packaging material and boxes are segregated at the receiving line for recycling. We cannot go back weeks later to locate an individual box as it would have already been compacted and bailed if not already sent to the recycling agency. All of this being said, we would ask the customer to check for the email we sent earlier today (4/2/2018 - just before we received this Revdex.com Complaint).  We believe that consumer will find this resolution satisfactory.

To clarify, the customer did not purchase the item on our website, but on a Marketplace hosted by another company. We issued the refund before we replied to the initial Revdex.com complaint, but we did so on their website, and it is completely up to the hosting company (TextbookX) as to when they issue the refund to the customer's method of payment. We have no access to the financial transaction other than what we have already done.Additionally, we feel it is important to point out that the customer ordered an item that we clearly listed as an access code.  We appreciate the customer letting us know that the publisher was no longer providing access to this title. We did not know that the item was obsolete, but now that we have been notified, we are removing the item from our inventory and will no longer list it on any websites.  We don't know how TextbookX communicates refunds to their customers. We do not manage either the financial or  communication process for their website.  However, as requested, we have sent the customer an email about the refund, and the text is below:The orders status for your order on our TextbookX account is "(Refunded)". We issued this refund several days ago when before we replied to your Revdex.com Complaint. Our account shows these details for your order:    Item: $62.93    Shipping: $5.47    Refunded: -$62.93    Total: $5.47We do not handle the financial transaction as this order was placed on TextbookX website.  If you have not received the refund, you will need to contact them directly.Thank you,TextbookRush

The customer has been replied to prior to this Revdex.com complaint being received.We have rejected several books because they were manuals/workbooks that had too many answers filled-in or had text that was obscured by highlighting.  Those books are being returned as a courtesy at our expense.The...

other books will be purchased and the customer paid at the price quoted.We're sorry that the customer has been displeased with the turn-around time for her Buyback processing, but we did want to make a thorough review of the textbooks to see if we could utilize them, but, in the end, we determined that some of them were just not in good enough condition for us to resell to new customers.