TextbookRush.com

I replied twice via their online email.  I was ignored.  I need an email address that they will actually respond to.Note I used their online email response which they said was the best way to contact them.

As the supplemental materials I will be forwarding to the Revdex.com indicate, this company has provided previously incorrect and suspicious responses to this matter.  Furthermore their website is not clear on the purported hazards of the USPS, nor does it make clear and obvious that the user is counseled to get insurance.  That is certainly one thing they could do to prevent this issue.  Besides, if they have such issues with USPS, why do they even offer it as an option?  They are the ones with experience doing this, not their users.

The customer states in their emails with us that they created an RMA (Return Authorization), mailed the book back to us, and received an email confirmation that we received the book. We see that they did create an RMA for the order, but we have no record of the shipment being received as they state....

Because the book was not returned to us, the rental has remained open with reminder emails going to the customer since July. The customer stated to us via email earlier today: “I got an email saying it was received shortly after and all was good.” If the customer can provide confirm this by providing that email via the Revdex.com (or through the pre-existing email chain with us we) will close their rental as “Returned” and that will be the end of the collection process. It would also mean that there has been an error somewhere in our automated system, and we will issue an apology. However, without the confirmation provided by the email the customer references, we will have to continue to ask that our book be returned to us.

Like I said, I live in rural Alabama, and do not have a local Fedex store. I live in a town of about 200. The closest FedEx store is over a hour away. I am not driving over a hour when USPS is an option, and is two minutes from the house. Please consider my previous idea of what happened. Employee error, employee opens box up before weighing, removes two books, and doesn’t put books back in box before weighing once he/she realized he forgot to weigh package. I guess if you are willing to lose a customer that buys $250 textsbooks, regularly, over $70 then adios.

The customer's books were bought and paid for on September 13th. They cannot be returned. Our policies are posted on our website:http://www.textbookrush.com/help/faq/buyback-faq.aspxThe portion that is relevant to this situation is: How long do I have to send my books? You should send your books within five business days of when the buyback order was created. In extreme cases, USPS Ground can take up to 3 weeks for delivery. If we do not receive the books within 14 days from when the order was placed, we cannot guarantee the quoted price. After 6 weeks your order will be cancelled. We may still pay you for the books, but they may not have the same value they did when the order was placed. Instead, your books will be received at the current value, which may be different from when you originally submitted your buyback. Your books will not be returned to you.

We feel that is in our best interest of the customer (as well as ours) to not go into detail about the interactions the customer had with us via this public forum. We will just state that after their initial communications with us we felt compelled to end the business relationship with the customer,...

and we wish them well. Regarding the issues of the complaint, our policy online is quite clear: http://bookstores.com/service/faq/buy-sell-textbooks-faq.aspx What 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 recycled. Some examples of books that we do not buy back are water damaged books; books with damaged bindings (e.g., pages loose, missing, or falling out); defective books; and books with torn/taped covers, or study guides/workbooks with any highlighting/writing. Despite our posted policy, we are returning their books at no charge to the customer. We paid for the shipping of the books to us, and we are paying for the return of the books. When they are shipped (later this week, with FedEx SmartPost tracking number [redacted]), the customer will have their books and be out no expense, while we will have paid for shipping both to and from us, and have no books to resell. All we ask is that the customer refrains from any future contact with us due to the nature of their communication with us.

We will provide links and text of the information we provide online that the customer said he was unaware of.  We do, in fact, provide the FedEx label and description of the FedEx service on our homepage and then repeatedly throughout the site:http://buyback.abebooks.com/ Text:Every book buyback gets a FREE trackable FedEx shipping label.FedEx guarantees delivery in 1-5 business days. Each order shipped via FedEx is automatically insured up to $100.00 per package.Furthermore, we state that FedEx is our default, and provide more information here:http://buyback.abebooks.com/faq.aspx#How-does-shipping-workText: Shipping methods: FedEx (Pre-paid label): This is the default carrier for buyback shipments. FedEx guarantees delivery in 1-5 business days. Drop off packages with FedEx labels at the nearest FedEx drop off location or arrange for a free pickup from a business by calling 1-800-GO-FEDEX. When dropping off your package, please select either FedEx Staffed, FedEx Kinkos, or FedEx Authorized ShipCenter. Uncheck the box next to FedEx Self-Service locations since they are unable to accept your package. Pickups must be scheduled from a business, not a residence. If you call to schedule a pickup, make sure to mention you have a "return label".Media Mail (Pre-paid label): From the day you send your book(s) to us, Media Mail usually takes between 3-14 business days to arrive. Drop off packages with USPS labels at your local post office.What is the advantage of using FedEx over USPS Media Mail?FedEx guarantees delivery in 1-5 business days. Each order shipped via FedEx is automatically insured up to $100.00 per package. USPS Media Mail usually takes four to 14 business days to arrive. Purchasing insurance when shipping your buyback to us via Media Mail is strongly recommended, however optional insurance for Media Mail packages is not an expense TextbookRush.com covers. If you ship your buyback order using Media Mail, TextbookRush is not responsible for packages lost in transit. Please note that these times are estimates, and TextbookRush is not liable for delays that are out of our control.

There was nothing wrong with my account. I was new to their site and did everything they asked of on the buyback directions. I sent in great condition books as well as new books which were sent in on time. I would like proof and tracking records from them showing the books arrived late. They took the books and did not want to pay me for them because it was at no value to them at them time. They did not want to follow through on the quote that they agreed to pay me. I did not pay to have the books returned to me because they did not send me proof that they still had my books. I asked them to send pictures of the books because I did not trust them enough to pay them money at the rate of negative customer service I was experiencing. I truly believe that they would have taken my money and never returned the books. They are untruthful and dishonest in their response. They also have many complaints regarding their buyback program and I would like to receive payments for the books that they kept of mine.

The customer's package was received into our facility on Monday, and is in queue to be processed. This is one of our busiest times of the year, and our processing team is working hard to make progress. While we regret the delay, we do think that this package should be processed this weekend or early...

next week.

Again, the customer is entitled to their opinion of our business and services. However, they are not entitled to their own version of factual information, such as the information we post on our website about the various shipping methods we provide. In this case, the customer had to manually select to use the USPS. This is a choice we allow since some customers live in rural locations without ease of access to a FedEx location. However, regardless of the customer's choice or opinion, we clearly state the reasons why FedEx Ground is the better (and only insured) option. This is single most vital point of the customer's complaint, and one that we do not see them being in agreement with what we show online. The information was provided, and the customer disregarded it by omission or commission. Rather than frustrate the customer further, we refer the Revdex.com and other customers to the pertinent pages of our website provided previously in our responses, ask that they be reviewed, and the case be closed.

The customer is correct that we do not state that we will allow a book to be returned if a customer pays the return shipping fee. This offer to the customer was above and beyond the stated policy we have online,. which can be found here: 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."Rather than our posted policy, we offered the customer the chance to have their book returned as a courtesy. All we asked was that they pay the return shipping costs, since we provided a pre-paid shipping label for the shipment to us. We regret that the customer did not accept this offer.

The copy of the book we received was damaged, and not in a re-saleable condition.  The complete note about the description of the book stated: “The book that was received has too many pages with filled-in answers and cannot be accepted. The book that was received has damage to the binding and...

spine which has caused pages to fall out and cannot be accepted.” Our policy online, which is part of the Terms and Conditions the customer agrees to when they submit a Buyback, is that books will not be returned for any reason.  However, when possible, we try to hold rejected books for a few days to allow a customer to contact us.  Our email stated the timeline that the customer would need to contact us within (5 days).  The customer was sent that email on April 16th, but did not contact us until May 1st. Due to the time that had passed, the book had already been sent to recycling. While we regret that the consumer is frustrated, this situation comes from a book being sent to us that did not meet our purchasing standards as provided online, and then the customer disregarding the instructions in the email we sent them on April 16th. Due to the lack of a timely response, the book was recycled and cannot be returned.

Once again , TextbookRush is being dishonest . Both I and the Revdex.com were lied to .1.) TextbookRush originally justified the UNJUSTIFIABLE closing of my account based on " abundance of caution" - This term of course, is non consequential and vague . It suggests that somehow Textbook Rush is taking a risk ( the term is actually a legal term used specifically in lending - and completely non-applicable  to this instance) . There is and was never a risk in offering a quote for books - having those books sent to the company and paying for those books - So let Textbook Rush - tell both me and the Revdex.com what RISK was to their business?? Clearly they have no reason for closing my account .2.) Textbook Rush then claimed rather libelously ( as it is recorded in writing ) that I was " Antagonistic " supposedly confirming their original suspicions .  I was never antagonistic  and why would they " Suspect"  this ? as they originally claimed ???  I emailed them once  in regard to not being able to access my account and it was met with the closing of my account and  unjustifiably so; with vague answers alluding to fraudulent activity . I never emailed them before that - so when was I supposedly antagonistic? They specifically stated that my account was linked to another account -  even though I have never had ANY other account than ONE which is under the e-mail address " [redacted]@usa.com" - Let them prove otherwise by telling us what other account I opened with them or their partner sites . They cannot prove it - because I have no other accounts with them .  Instead what they did - because I emailed the Revdex.com with my business account " [redacted]@gmail.com" - they then lied to the Revdex.com and claimed I had another account with them - once again changing the reason why they originally closed my account in a CLEAR attempt to obfuscate once again their unjustifiable closing of my account and their inappropriate and unfounded accusations of me being " antagonistic " and " threatening " - Nothing more than ad hominin attack then even a child could see through - as I have no doubt a court of law - or an arbitrator could see through it as well.ARE THEY CONFUSED ? OR ARE THEY CLEARLY TRYING TO BACKPEDDLE???First my account was closed  because of an abundance of caution, then it is because I'm antagonistic , then they say my account is linked to fraud , then they say I'm threatening -then they say " they appreciate my impassioned response " - but account was not at risk for fraud and the supposed data points  linking to my account to another which made them fear something in an " Abundance of Caution" Is actually inconsequential -  then then they FALSELY CLAIM - they are closing my account because I have more  than one account .Someone is clearly back-peddling. 3.) Textbook Rush then accused me of threatening them . I never threatened them . I TOLD them I was reporting them to the Revdex.com - There is a clear distinction between informing and threatening someone,  as I'm sure any court of law or arbitrator would be able to CLEARLY see - a threat alludes to danger - clearly Textbook Rush is attempting to obfuscate their unjustifiable closing of my account and will go to any lengths to do so. 4.) Note -even the verbiage changes each time they respond - First they alleged that the supposed other account that my account was linked to was engaged in FRAUD - that term is a criminal term - so they alluded to me either engaging in fraud - or someone using my account for fraud . Of course there is no proof of this - so there is no conundrum. Again - let them prove the fraud - that is the criminal activity - and let them prove I have another account - I NEVER OPENED ANY OTHER ACCOUNT WITH TEXTBOOK RUSH OTHER THAN " [redacted]@usa.com".  Then they say there is no fraud - rather than there was " questionable activity" on another account . What's questionable activity mean ? And what does it have to do with me ? Of course we already know the answer to that NOTHING . WHY DOES THE STORY KEEP CHANGING?5.) Note they claim "We want to publicly state that these data points are likely inconsequential, and have no bearing on the consumer. IF THAT BE THE CASE - THAT IS THEY ARE INCONSEQUENTIAL - WHY WAS MY ACCOUNT CLOSED ?6.)  Our review was made more difficult because the consumer is using a different email address on the Revdex.com Complaint than he uses with us, but he has verified transaction numbers for us to feel confident in our conclusion.  WHO CARES THAT I AM USING ANOTHER E-MAIL ADDRESS TO CONTACT THE Revdex.com - it HAS NO BEARING on the issue at hand . I never used another e-mail address to open an account - I HAVE ONE ACCOUNT WITH TEXTBOOK RUSH - So why was this even brought up ? The review was difficult ? Really? I don't think the Revdex.com arbitrator will have the same difficulty - - clearly again this is an obfuscation. 7.) Once again - they claim NOW - '“Selling under multiple accounts is not permitted.”“One account per household.”This is basis of the account closure. SO NOW - its no longer abundance of caution, its no longer because I'm supposedly antagonistic -its not because I supposedly threatened them with negative reviews of other partner sites - ( which I never did ) its not because of fraud - but  NOW they are saying my account was closed because I had multiple accounts .This would be laughable it if wasn't so entirely offensive and absurd . As I said - even  a child can see what 's going on here - and it is rather suspicious . I have one account and I never opened any other account with them . Any other account opened in my name - would have been done so fraudulently - and can easily be traced by an IP address  - so ONCE AGAIN _ do I need to involve law enforcement at this point??? AND TO THE Revdex.com - In spite of Textbook Rush's nonsense about wishing me well - they closed my account without cause, and  they have made libelous comments in regard to me . They have back- peddled with false accusations and excuses - changing the reasons why they supposedly closed my account - In conclusion - it is clear - the only questionable activity going on is with Textbook Rush . I have never been antagonistic , I have never threatened them , I have never engaged in fraud , I have never been liked to fraud - and by their own admission - the supposed link to the mysterious " Other account " _ that was first engaging in fraudulent activity then that changed to " suspicious activity " ( two different legal implications) is inconsequential to them and I have one account , not multiple .  CLEARLY THERE WAS NO REASON TO CLOSE  MY ACCOUNT and CLEARLY _ they have engaged in rather suspicious and questionable behavior not only with me but the Revdex.com in making all kind of excuses - even going to the length of attacking my character by calling me " antagonistic " claiming they had suspicions of me . I'm SPEECHLESS. Revdex.com - please make a decision .

Due to being over a week from the date of the confirmation email that you received my package and not hearing from you you have provided no proof of proper handling of the package, what was contained within the package etc. I submitted a claim for a lost item to the USPS and they called me from your local sorting facility and they contacted the sorting facility prior to them receiving it and there were no lost books on hand, no details of damaged packages leaking their contents etc. Again you can either pay me the money owed or send the contents of the package back to me which to this date you have not even been able to provide me a detail of the contents received. YOU failed to meet the time frame criteria for contacting me, provide me with any detailed details of what was in the package etc, and due to you not processing things in the time frame you need to take some form of responsibility for this. Chances are it was probably mishandled at your facility hence why I was never contacted by you again.

The customer's Buyback has been under review, but that was completed earlier today. You quoted us 42 items totaling $71.27, and we are able to purchase 38 items totaling $67.39. Several items quoted were not received, and several items received were not quoted. Please do not send any items...

in that were not quoted, and do not quote items you do not intend to send - this was a partial cause of the delay. Your payment of $67.39 should be issued overnight to your PayPal Email on file.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12326496
I am rejecting this response because: 125% of an illusive list price is not an amount. I sent three emails asking for the amount to be charged... the only time these people ever get back to me is when the Revdex.com contacts them. This response to the Revdex.com is the first time I have ever seen an actual dollar amount. Of course, they give it to the Revdex.com and not the person who they are trying to charge. There are 232 complaints about Gia company on the Revdex.com site all about the same thing, them claiming they never got the book. No one keeps their tracking numbers for packages for 4 months, and usually not their emails either. The usps has changed their system and the only governmental agencies can request tracking numbers now, basically only for crimes. The postmaster enteral advised me to tell this company to physically check their intakes from NY on May 18th because that's when it arrived since it was mailed from NY on the 16th. I told the company what the post master general said and of course they don't care. They don't care to physically look for a book they just care to lie and charge people for things the company has back in their possession---- and they have done so a minimum of 232 times according to the exact same complaints on the Revdex.com page.
Regards,
Theonie Makidis -----Original Message----- From: [email protected] [mailto:[email protected]] Sent: Tuesday, August 29, 2017 3:48 PM To: Catherine McLaughlin Subject: 12326496  I wasn't able to attach these with my response to the complaint today, but here is 3 separate times where I asked for an amount that I was never given. Also, my bank said The company attempted to charge me a dollar amount that differs from what they are claiming

The book is being returned as a one-time courtesy.  The tracking is:https://www.fedex.com/apps/fedextrack/?action=track&language=english&...⇄

Initially they were not stating why my book was found unacceptable claiming proprietary review process and when I questioned further they eluded to the book being counterfeit. All I am asking for is proof that the book is counterfeit since this is a book originally purchased from a University Bookstore. If this proof cannot be provided, please send the book back to me at their expense so I can sell it elsewhere.Thanks a lot for your help.

We replied to both messages the customer sent us. We suggest that they check their junk or spam folders.  1st Response: 3/7/2018 7:20:32 AM Text: Hello, The item "Politics of the Presidency, ISBN 9781506367798" was added to buyback order as an error. We did not receive this item. Thanks, Sam...

  2nd Response: 3/19/2018 12:58:05 PM Text: Hello, Thank you for contacting us regarding your Buyback Order. After careful review our Buyback dept. has paid out for the correct items received. We only received one copy of the book...(Gapenski''s Cases in Healthcare Finance Pink, George H. Health Administration Press ISBN: 9781567939651 / 1567939651). We did receive an extra book...(Politics of the Presidency Pika, Joseph A. Edition: 9th CQ Press Book: 9781506367798 / 1506367798) in the package with the other three books. And we paid for that one.That book is from another Buyback:2792700 that you have with us. At this time we cannot payout for items that we have not received. Additionally, the book in questioned was received and paid on a different Buyback from this customer: Buyback #[redacted].  To recap: We answered both inquires, and we paid for the book in question on the Buyback it was received under - Buyback #[redacted].

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Also I would like to thank the person who reviewed my complaint once again and noticed the mistake. So if you would please forward my gratitude to that person, that would be wonderful. Thank you.









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