TextbookRush.com

We do not have a record of the phone call he referencesWe do not show anything related to the order being canceledWe do show that the item was shipped, with delivery by the USPS on Monday, September 15, 2014, six days after the order was placedWe cannot post the tracking here as per Revdex.com regulations, but will be glad to provide it to the customer as neededWe sent the customer emails regarding the rental transaction, including email reminders at weeks, weeks, and week prior to the due dateWe then sent the customer a past-due email letting them know that they had been charged $for a day extension The purpose of the $fee is to get the attention of anyone who has ignored the on-screen information during the rental as well as the multiple emailsWe did not hear from the customer during that day extension, and the order was then converted to a purchase, and the customer was charged the replacement cost for the textIt was only after the full replacement charge that they contacted us That being said, we have reviewed the item the customer rented, and see that it had been rented previouslyFactoring that into the equation, we have issued the consumer a 50% refund on the rental replacement charge

We appreciate the consumer's details in the rejectionThis allowed us to see that there was a manual error made in processing her BuybackWe can't verify that the book was received by us, but we can verify that the processor made an error of some kindDue to this error, we have issued the payment to be sent via PayPal tonightThis is the first time we have seen this error, and would not have been able to catch it if the consumer had not pointed out the discrepancy in the emailWe apologize for the inconvenience and delay

We manage the Buyback programs for both AbeBooks and TextbookRushThe customer has an extensive Buyback history with us through AbeBooks, but it has always been the same program as it is todayThere has not been any change or “conglomeration” as mentioned by the consumer The consumer has had more than Buyback transactions with us, and all have gone well until the most recent oneThe consumer used our pre-paid FedEx label to ship us a box that was to contain books, which would have weighed poundsThe package that FedEx shipped shows on their tracking site as weighing only poundsWhen we received the package we weighed it before opening it, and it matched the weight that FedEx showed Inside the package were two family calendars (printed calendars with family pictures on each month)We emailed the customer that we had received calendars and asked if they were hers, and to what address she would like them to be returnedInitially, we only received a reply of “Yes”After further communication, she stated that the calendars were not hers, and that she had indeed sent the books to usWe informed her that we did not receive the books, and that we could file a claim with FedEx regarding the shipmentWe did, but FedEx has rejected the claim Based on the shipment weight of pounds we know that the package delivered to us did not contain the quoted books by the time it arrived at the FedEx location where it was scanned/weighedIf an item is mishandled in shipment by FedEx, our only recourse is to file a claim, which we did We cannot prove to FedEx that the books were in the package, and because of this they have rejected that claim We cannot pay the consumer for books that we did not receive, but as a courtesy based on the consumer’s long history with us we have issued 50% of the quoted amount as Store Credit on her TextbookRush.com account (we do not have Store Credit for AbeBooks)The customer can contact us if she needs help accessing that Store Credit We can provide the aforementioned FedEx Tracking number if needed / [redacted] Style Definitions */

We have millions of titles available online, and have had very few of these "pagination" issuesHowever, we do take it seriously, and have already offered the consumer a return for a refund of her rentalHowever, we know that would be inconvenient, and also looked into this specific book, and have found the below information for pagination If this is inaccurate or unacceptable to the consumer, we would suggest they return the book using the information we have already provided to themPagination Text:The “Human Learning” International Edition you have purchased is pages ahead of the U.SEditionWhen your Instructor or Syllabus directs you to a particular page, simply add to that numberFor Example:Chapter Begins - US Edition: page 1- International Edition: page 17Chapter Summary - US Edition: page - International Edition: page

The company only met half of the requestThey did refund the damaged book since they couldn't provide proof like they had originally stated they hadHowever, they are charging me for a fee of $per book for a late returnThe book wasn't due back until the 18th and I sent it back the week beforeI shouldn't be held liable for FedEX's slow returnI even called FedEX and asked how long it takes for it to get thereThey stated that it typically takes days, which is what I sent it back in (days)If they want a specific date that they want the book shipped back on, they should include that in their policyCurrently their policy only states that books should be mailed back in a week, so I interrupted their lose wording as mailing it back the week before (which I did)! If they want a certain number of days, they should include it in their policyI am asking for the per book fee to be returned (that is a total of $Thank you for your consideration

the company doesn't want to take responsibility for their actions instead of pointing out why you are right and I am wrong how about a simple apologize or are you there too big for that????

Today I found the email where they sent me the packing label with the correct tracking number that matches my receiptThe company cannot say that they did not issue me this tracking number

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 $ 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 / [redacted] Style Definitions */

We ask that the consumer reply to us via the most recent email from us directly and provide the name and address they wish the check to be made out to

We’d like to clarify consumer was sent an email that her package arrived, not that both books were inside that packageThis was based on the tracking number on her label – not the contents of the packageThe email is sent as soon as our operations team receives and scans the package – before we open and inspect the contentsHowever, we have reviewed the [redacted] tracking on her package, and their recorded weight does show that both books were likely in the box when the consumer shipped themWe do have multiple complaints about this same issue, but we do have tens of thousands of rental books that are shipped to and from us each school term, and the complaints are a tiny fraction of the overall transactions / [redacted] Style Definitions */

The customer's transaction was completed in two stepsThe 2nd step was completed earlier todayWe ask that she checks her email for the latest updateThe payment from earlier today completes her Buyback order and matches her payment expectations

It is very evident that the excuses you have been giving me, and clearly still are, are not the direct answer to my problemIt is a shame that after multiple weeks of us communicating back and forth you still cannot give me a valid excuse and reason as to why my USPS Tracking Number still says that my package is with YOUR TextbookRush carrierIt is very clear that you are admitting to receiving a package with my tracking number on it, but yet USPS has absolutely NO record of you scanning my package in as "Received"You have still yet to communicate with me as to how this is physically possibleIt is extremely sad and unfortunate the lies and deceived actions that TextbookRush has to run their company byTo rip innocent customers off and have no responsibility for their own wrong doings is atrociousThe fundamental key to running a successful and loyal business is by understanding that you must admit when you have messed up and fix itA successful business does not consistently blame their customers or other people for mistakes madeYou, TextbookRush are a complete disgrace to the Buyback Textbook communityIt makes me sick knowing that even though I served my country as a United States Marine, I still have to deal with people who without a doubt do not respect other peopleI'm tired of hearing your drawn out excuses and blaming towards other people, just tell the truth and fess up to your mistakeIt's really not that hardIt's just called being a decent human being

To clarify, the customer did not purchase the item on our website, but on a Marketplace hosted by another companyWe 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 paymentWe 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 titleWe 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 customersWe 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 ComplaintOur account shows these details for your order: Item: $ Shipping: $ Refunded: -$ 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 consumer makes multiple statements, and we’ll try to address them all “No option to print out a copy of emails sent to this company is offered!” – The consumer would be able to print emails sent to us from their email service, and nothing is need from us on this issue “their customer service department does not pick up or answer phone calls” - Our toll free number posted on our website is working correctlyI just tested the number and was connected to one of our CSRs immediatelyIn the past days we have had one issue with the phone lines into our facility, and that was on June 29thOur telephone provider stated that calls into our numbers would not be connected, but it may be possible she had errors on that dayOther than that, we have not had issues with our phone system “I requested my item back within hours of receiving that photo“ – Unfortunately, we do not have any record of this communication “I do not want any financial compensation from this organization, but I do want my item, which is rightfully mine, RETURNED.” We state clearly on our website that items will not be returned: http://www.textbookrush.com/help/faq/buyback-faq.aspx - this page states several times that books will not be returned, but the clearest text is in bold and underlined: “Once you send your books, they cannot be returned for any reason.” We no longer have the consumer’s book to be returned, which is the only response she states she will acceptHowever, as a good faith gesture, we have issued the consumer Store Credit in the full amount that they were quoted for the Medical Ethics book ($1.14)They can access that Store Credit on their next purchase / [redacted] Style Definitions */

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey will be refunding my credit cardIn to business days

When we first receive packages they are scanned and weighed before they are openedOur system recorded the package at pounds, and when opened, it only had one book inside (which the consumer has already been paid for)We have reviewed this shipment with our FedEx Rep, and they have pulled their internal records for the weight of this package throughout the shipment FedEx shows that the package weight remained consistent at 14lbs throughout the transit processWe do not know where the issue occurred, but somewhere between the consumer and our scale, these items were lostWe, however, have decided to pay the consumer as a courtesy, and will continue our claims process with FedExThe consumer should have already received notifications of the books being “checked-in”, and payment will be issued via PayPal as they selected

The consumer has provided us with her online receipt from for a purchase in she placed through her schoolWe have no way to verify that the school listed the textbook correctly We have no way to verify that the 3rd party company that school used to process the order processed it correctlyWe have no way to verify that the book the consumer received in and used for her class was the book that was shipped to usWe had no involvement with this item until the package was delivered to us in March of We are only able to address the item we received The item we received was not the full and complete set that the consumer quoted to us, and as a courtesy, we shipped it back to her at our expense.We would also like to clarify that there is no "refund" involved with this transactionThe consumer did not purchase this item from us - they purchased it through their schoolThe consumer created a "Buyback" order online to sell us an itemWhen we received it and determined that the item we physically received was different than the item quoted, we returned it to themThere is no refund due to either party.The consumer sent us an item, and we returned it to the consumer as a courtesyWe paid for the shipping to and from the consumer to us.Since the consumer's item is back in their possession, we consider that they have been "made whole" at that the transaction has been completed in a fair and reasonable manner

The customer’s information matches the name and location of a customer who created multiple accounts with multiple email addresses on our websites Those are violations of our policiesWe have had problems with Buyback orders with the related accounts for several years, and when we close an account due to these violations, they open a new one with a new email address and sometimes a new, but nearby, physical addressWe cannot be 100% positive that the customer on this Revdex.com complaint is the same person (or a related entity) as the previous accounts, but we were confident enough to refuse their business The rest of the consumer’s concern is related to the books not being purchased or returnedWhen we refused to purchase their books (for reasons already provided in our Revdex.com responses), we offered them to have the books returned if they contacted us within a set time-periodThe customer refusedThis was in February of this year We stated in our email communication to them: “If I do not receive the payment within two weeks from the date we received the book, we will recycle the book.” The customer acknowledges in their Revdex.com response that they chose to not follow our instructions Since the customer refused our offer, the books were discarded after the time-period expiredNow, more than six months later, the customer is asking for the payment on these rejected and now discarded books We cannot return books that we do not have, and will not pay for books that have been rejected The core of this issue is that the customer chose not to accept our goodwill offer in FebruaryWe offered to return the books, the customer declined, and we did just as we said we would do and discarded the booksThe decision to decline our offer is the root of this issue, and rests solely with the customer We've only done what we said we would do - both via email with the customer and via our Online Policies: http://www.textbookrush.com/help/faq/buyback-faq.aspx Pertinent sections include: How long do I have to send my books? You should send your books within five business days of when the buyback order was createdIn extreme cases, USPS Ground can take up to weeks for deliveryIf we do not receive the books within days from when the order was placed, we cannot guarantee the quoted priceAfter weeks your order will be cancelledWe may still pay you for the books, but they may not have the same value they did when the order was placedInstead, your books will be received at the current value, which may be different from when you originally submitted your buybackYour books will not be returned to youCan I sell under multiple accounts? Selling under multiple accounts is not permittedWe set our quantity limits on a per merchant basisIf multiple accounts are created and the maximum number of items that can be sold is exceeded, the additional items we receive will be discardedDo not create multiple buybacks or multiple accounts to sell more copies of a single ISBNAll items received in excess of the quantity limit will be discardedItems are not returned for any reasonIt is the seller’s responsibility to read, understand, and follow our guidelinesOne account per householdWhat happens if I send a book that you do not buy back? If you send a book that we do not buy back, the book will not be returned to you and will be recycledPlease review books we don’t accept Our Buyback Terms and Conditions can be found here: http://www.textbookrush.com/help/policies/buyback-terms.aspx Pertinent sections include: 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 consumer has a long and difficult history with our three websitesDue to the abundance of fraud and theft related to the textbook industry, we limit accounts on each of our three websites to one per householdThis allows us to easily identify trends as well as problems The consumer, and/or his immediate family members, has created dozens of accounts, even after being specifically told not to do soWhile this consumer may claim “I am just a college student”, many of the accounts are for bookstores The consumer, and/or his immediate family on these accounts have sent us books in violation of our public policies and specific instructions The consumer has stated to us that he is not responsible for his relatives and is unaware of their actionsWe have told this consumer and related entities that we have ended our business relationship and closed their accounts out of an abundance of cautionThe consumer responded by opening additional accounts with different variations of his name We have told the consumer that we would close any new accounts, and not process or return any items that he or his immediate relatives sent to us in the futureThat leads us to the current complaint from the consumer Based on the massive failure to follow our policies, we are unable to identify which account or which Buyback the consumer is referring toThere are literally dozens of suspect accounts, and each account could have many Buybacks We ask that the consumer review the text of the email we sent them on June 18th: “Do not create any additional accounts on Bookstores.com or any affiliated websites or servicesThey will also be closedDo not send any booksItems received from this account, or any future accounts you attempt to create, will not be purchased or returned to you under any circumstances.” The latest reply from the consumer has not clarified which books he is referring to: “To XXXXXX or whoever may read thisI have filed my complaint with the Revdex.com because of your [redacted] customer service and stealingI will also be posting on your facebook page for all to seeYou wanted to play hard ball and now you got itSafe to say you suck at your job :)” The consumer has a history of failing to follow our policies posted on our websites, as well as specific instructions emailed to him directlyBased on this, we simply wanted to end our business relationshipInstead of honoring this, the consumer created multiple new accounts and sent books to usOur goal remains to simply part ways with the consumer We have not replied to his latest two emails as they are just threats of retribution and cursing (as above)No questions were asked, and as such, no reply was warrantedWe have closed his accounts – not blocked his emailsWe still get them, as shown above The consumer can reply to our latest email and provide the specific Buyback number and ISBNs that he believes we have in our possession As a one-time courtesy to ease the separation between our business and this consumer, we will review the books we have in segregation from issues such as this, and if we find any for this consumer, we will reply with payment instructions to have the books returned at his expense (since we provide pre-paid labels to have the books sent to us) This will be the last time any such accommodation will be made, and will be done so only with the consumer’s agreement to never visit our websites or do any future business with us

When the consumer created their order, they used an email address from Charter.net When they created the Revdex.com Dispute, and in other correspondence with us, they have used an email address from Yahoo.com Our rental reminders, updates, and all scheduled correspondence has gone to the email address that they used for their orderThis seems to be the crux of the issue The most recent email sent to her address was the notification of the full refund for her orderThat was done the same day as her Revdex.com complaint, but done independently of this complaint There is nothing else for us to do, as the actual resolution is superior to the consumer’s “desired” resolution