TextbookRush.com

Like I said, this is the first time I have ever sent books to you. I have never owned multiple accounts. With that said, you still give no real reason as to why my books were rejected. You should have just sent them back to me on your own expense. You all were dishonest from the start. Who knows what you really did with the books... I know for sure that you did not discard them and sold them. I am not satisfied with your company's dishonesty and your scamming style. I have read multiple reviews where this has occurred before. I would like to be reimbursed for the books you kept of mine.

Again, they fail to provide the supposed email address they sent all of these “reminders” out to. I will tell every single person I can to avoid your business and to buy/rent from another business who deserves their money. The reason I can’t log in, is because I have tried with every email address I have and it says it doesn’t exist. So obviously I can’t log in if I don’t know the supposed address they have. This is all a big scam, these people are crooks and they defend their shadiness by attempting to make me out to be the bad guy, when they had several other means of contact and refused to utilize any of them. Instead they just force charge my card.

We have no control over which order a customer inputs their books, or which books they choose to try to sell us. We only require that the books be ISBNs we are currently purchasing, and that the total of the Buyback is $15.00 or more. We only buy books that we feel comfortable in selling on to...

other students, and we acknowledge that our standards for the condition of acceptable books may be higher than other online bookstores. This is why we have pictures and videos online to help educate customers on what to send us and what we might reject. In this case, we rejected one of the customer’s books, and despite our policy that we do not return books for any reason, our team is returning the book to the customer at our expense.  At the end of the day, the consumer will be paid the quoted price for one book, and we will have paid for the shipping of the rejected book to and from us. Clearly we have not made a profit on rejecting this book, as we gained nothing and have two shipping expenses.  The customer has threatened legal action and has fulfilled their threat of this Revdex.com complaint in an effort to force us to pay for the book we did not feel met our standards. While we regret their decision, we will not be pressured into purchasing a book we feel is not up to our standards. Since we have returned the book to the customer at our expense, and paid the customer for the other book, there is nothing left to address for this consumer’s transactions. Their Desired Settlement lacks any specific request for their transaction with us, and as such, we ask the Revdex.com to close this case.

I am not in agreement with the business' response. I have been trying my hardest with these people and they are acting absolutely fraudulently. I do not have my email saved form May unfortunately, I live a very busy life as a law student as well as a college professor, therefore I only keep messages but for so long- the same with my receipts, I kept my receipt from the post office for three months and unfortunately threw it out about two weeks before this company claims they didn't receive the book. I have since provided this company with all the information off my credit card statement regarding the return of this book via USPS, I have provided them with all the dates, I went to the post office and spoke with the post master general personally and I provided this business with all the information that the post master general gave me and his advice as far as the business checking all their intake books specifically on May 18, 2016 coming from New York because the book was shipped USPS on May 16th. This business has not responded to any of emails or requests for information, they are only interested in fraudulently trying to charge credit cards with out advising the cardholder of the amount or any dates... it is getting ridiculous, I have asked they attempted to charge my card without my knowledge (i closed this card specifically because of this fraudulent company)-- and yet they still wont tell me the amount. They say nothing, don't respond, have no phone number, and are just really good at charging credit cards but nothing else, they can't even keep track of a book that was returned literally days after I received it because the class was cancelled. They made me pay for the return, pay for the rental, pay for late fees.... just pay pay pay and they claim I didn't return it when I know I did, and the transaction fro USPS is on my credit card statement but the statement does not provide a tracking number, the post master general informed me that the government changed the system and tracking numbers are not listed nor retrieved like that any more, apparently "for the consumer's safety" but clearly it's not helping me in this situation. Also I have asked the company THREE times how much they were attempting to charge my card and they won't answer the question , they just keep repeating that they're sending it to collections. I told them ver batem what the post master general said and advised me to relay to them-- and absolutely nothing from them.

Like any business, we reserve the right to do or not business with any customer for any reason. While we tried to be discrete about this in our communication with the customer, they were antagonistic and reinforced our initial decision. Our initial decision was based on account data points our...

system flagged that were linked to other accounts that have been closed due to questionable activity.  We felt it was in our best interest to not let the customer’s account remain open. We’ll not provide the details out of courtesy to the consumer and to protect our Security processes that identified the issue. During the email exchange the consumer was told to email us directly in regards to any open/outstanding payments they believe are due them. We see no such email as of yet.  I looked up the Buyback Order that the consumer provided, and there is no tracking on the pre-paid shipping label we provided for that Buyback. That means that the label we provided was not used to ship the items to us, and we have no visibility or responsibility for it. We would suggest the customer check with the carrier they used for shipping that Buyback. While the account will remain closed, we will gladly follow-up on any legitimate outstanding issues.

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 policies. We 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 address. We 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 returned. When 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-period. The customer refused. This 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 expired. Now, 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 February. We offered to return the books, the customer declined, and we did just as we said we would do and discarded the books. The 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 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. Can I sell under multiple accounts? Selling under multiple accounts is not permitted. We set our quantity limits on a per merchant basis. If multiple accounts are created and the maximum number of items that can be sold is exceeded, the additional items we receive will be discarded. Do not create multiple buybacks or multiple accounts to sell more copies of a single ISBN. All items received in excess of the quantity limit will be discarded. Items are not returned for any reason. It is the seller’s responsibility to read, understand, and follow our guidelines. One account per household. 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. Please 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 you. Read our FAQ carefully to ensure that all of the items you plan to sell are eligible for a buyback.

We rent textbooks to tens of thousands of customers each year. We provide detailed explanations on how to return the textbooks online, and provide the due date for each rental prior to the completion of the order on-screen, then again on-screen at the end of the order, and then immediately by email. We provide rental reminder emails throughout the rental period (which are sent to the email address the customer provided when the created their account). Lastly, when a customer has a rental with us, we customize their account page on our website with a series of “Return Rental” hyperlinks to make the process easier.  Our records show that this customer created their account and placed their order on August 30th, 2017.  Our system shows that August 30th, 2017 was also the last time the customer logged on to their account. Returning a rental is the customer’s responsibility. While we provide links and emails and pre-paid labels, the customer is responsible for providing a usable email address and logging-in to their account to return the rental. However, we built-in a final reminder for customers who fail to do so – the $9.99 late fee.  The purpose of the late fee is to be a reminder via their checking account for customers who may have ignored the other reminders we provided. In this case, even after the late fee we have no record of the customer logging into our account or using the pre-paid labels we provided to return his rented textbook.  We had no contact with the customer until the final charge went through. The customer states that they have filed a Chargeback with their Credit Card company. This limits any accommodation we can make for the customer, and we will wait for the Chargeback resolution from their company.  There is nothing additional we can do until that is resolved.

The customer quoted us the US Student Edition of the text.
The actual item we received was the Instructor’s Edition of the same text. They
look very similar, but have different ISBNs. We are not purchasing the version
the consumer sent in, and it is being returned to the customer as a courtesy.

Hearing from [redacted] Collections is the first I have heard of this book being due, overdue, or anything else from TextbookRush. TextbookRush is trying to claim that I have  to avoid returning or paying for the textbook and disregarding emails, but I have never received any emails, etc. from this company.After looking back over my account on TextbookRush.com, I believe the book was sent back to TextbookRush on 12/12/16, through fedex ground with tracking number 789942314712685. I believe they mis-categorized this shipment as coming from them, because they would not have been sending anything to me under that order, and that this was the book being sent from me to them with the provided shipping label.I have rented and returned numerous books during the course of my studies, and have never once failed to return a book. Their tactics of using defamation of character in eyes of Revdex.com to make them look better for use of trying to win this complaint, is illegal, and I will not tolerate it. NO emails were EVER received from them. Claiming that I "Chose" not to respond is untrue, libel defamation, and I will involve my lawyer if it comes to it."We regret that the customer chose not to respond to us during the time prior to the collections company being involved, but this matter is now between her and the collections agency.""The customer did not follow the instructions provided to return the book or update their credit card. Instructions provided both on their account homepage and in multiple emails.""The customer did not respond to any of the emails we sent them – either to avoid the pending charges or to return their book.""We have no record of any contact from the customer about any of these issues."

I would like my books back.

The customer rented the textbook on 8/24/2016, and the original due date was 12/19/2016.  This information was shown online before they placed the order, and in the order confirmation email we sent them on 8/24/2016.  The information would be shown at the top of their account homepage as...

soon as they logged-on, and with just a few button clicks they could have printed a rental return label and avoided the situation.  The account homepage is the main method for the customer to return the book, but we also send out multiple emails during the rental period as a courtesy. We sent the customer these emails to the email address provided (which is the same as the email address they used for this Revdex.com complaint). These included rental reminders with the return instructions and due date as well as a notice that their rental was past-due and had been charged $9.99 (plus tax) for an additional 10 day extension (sent on 12/21/2016).  It appears that the customer is referencing the 2nd due date – with the additional 10 day extension – rather than the original due date.  When the book was not returned during the 10 day extension, we attempted to convert the rental of the book to a purchase, but the charge failed.  A notice was sent to the consumer again (January 9th, 2017).  This message told the customer that the credit card they had on file failed to accept the purchase charge, and that they needed to update their credit card on file or be sent to collections. We have no record of any contact from the customer about any of these issues. The customer did not respond to any of the emails we sent them – either to avoid the pending charges or to return their book. The customer did not follow the instructions provided to return the book or update their credit card. Instructions provided both on their account homepage and in multiple emails. From what we can see, the only response from the customer has been this complaint to the Revdex.com after they were contacted by the collections agency. We regret that the customer chose not to respond to us during the time prior to the collections company being involved, but this matter is now between her and the collections agency.

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.  In this case, we have offered the customer the opportunity to have the book returned if they pay the return shipping costs, since we provide a pre-paid label to have the book shipped to us. 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.  The customer can reply to the email we sent her on 2/16/2018 with the return instructions. The book will be held for one week from today (2/19/2018), and will be discarded after that.

Some of what they say is true, but the crinkled sheet on (which must have happened in transit) was fully ripped off when I got it. [redacted] buys looseleaf so I sent it to them in order to salvage some money but they could not accept it due to the damage This was not caused by me but TextbookRush. They took the picture prior to fully ripping the page. Don't know how or why it happened but the page was ripped rendering it unsellable. I contacted TextbookRush so much because with every representative I was shut down. They have no phone line so I could not even fully voice the issue. The last email I sent to them said that I would be contacting Revdex.com because I was so distraught about the service. It caused a lot more stress than necessary.

We’d like to clarify several points where the customer is in error. On the top of the homepage for the Abebooks Buyback program is a notice that TextbookRush.com manages the process for Abebooks.  That can be seen here: http://buyback.abebooks.com/.  The message is: Book Buyback A...

service provided by TextbookRush.com AbeBooks is working with TextbookRush.com to offer you a quick and convenient buyback service for your new books, used books, and textbooks. Simply enter the ISBNs of the books you wish to sell below to find out how much we’re offering to buy them for. There is also “Learn More” hyperlink that takes the customer to our FAQ, here: http://buyback.abebooks.com/faq.aspx. On this page we detail what will happen to a book that is not purchased: What happens if I send a book that is not eligible for buyback? If you send a book that is not eligible for buyback, the book will be recycled. Some examples of books that are not eligible for buyback are: water damaged books, books with damaged bindings (e.g., pages loose, missing or falling out), defective books, and books with torn/taped covers, law books or study guides/workbooks with any highlighting/writing/answers filled in. The customer sent us two books, and one was accepted and paid for. The other book was rejected because we were unable to confirm it was a copy of the text authorized by the publisher. We do not purchase books when we are unable to confirm they are legitimate copies. While the customer did offer to pay for the return shipping, we did send the book back at our expense as a courtesy. Unfortunately, we have no details on when the damage to the book occurred, so we are unable to file a claim for the damaged item. While we regret that this item may have been damaged while in transit to us or back to the customer, we cannot pay for a book that we did not confirm to be legitimate. We refer the customer back to our online policies that cover the return of books: “Items are not returned for any reason. It is the seller's responsibility to read, understand, and follow the guidelines of this buyback program.”

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. The book is being returned as a courtesy. We suggest that the customer determines the authenticity of the book with the publisher.

I have proof that the initial shipping code was for a different weight. They stated they weren't giving me a refund of my shipping cost or returning my book to me which is valued at over $200.00 I sent in 3 books they only sent 2 back. I still have noreceived my book or my refund. I will also be sending one of the live transcripts.

We felt that this customer's account shared attributes with other accounts that have proven to be fraudulent. His account was closed "out of an abundance of caution" because of this. The account will not be re-opened, but we wish the customer well.

We can have tens of thousands of inbound and outbound shipments in a week. Almost all go smoothly, but a few each week do have some sort of issue. Packages may be lost in transit, damaged in transit, or arrive with missing or different contents than what the customer says they packed. The great...

majority of these issues involve USPS Shipping. We offer USPS shipping due to its convenience, but it is not our default shipping method and it is provided with a variety of instructions and warnings online because of the significant number of issues we have seen in the past.  These include the examples below: ·        This cautionary text is shown onscreen next to the button they have to “click”  to generate a USPS label:  “Convenient, but not insured or trackable. Your postal carrier can conveniently pick up your package from your home.” ·        Additional information about it is available if they select the “?” icon: “We issue a prepaid FedEx shipping label by default when you submit your buyback. The FedEx label will include insurance up to $100 per package. If a FedEx shipping label cannot be issued you will be issued a USPS shipping label. Insurance is not provided with the regular USPS shipping label. TextbookRush is not responsible for lost or damaged items, and you will not be paid for items we do not receive.” ·        Further information is provided on our Buyback FAQ page under the “Shipping” tab: http://www.textbookrush.com/help/faq/buyback-faq.aspx. “What is the advantage of using FedEx over USPS Ground?  FedEx guarantees delivery in 1-5 business days. Each order shipped via FedEx is automatically insured up to $100.00 per package.  USPS Ground usually takes 4-14 business days to arrive. 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 covers. TextbookRush is not responsible for packages lost or damaged in transit.” We pay for the shipping costs for books sent to us, and FedEx is usually more expensive than the USPS. We gladly offer the more expensive option as our default because we have so many fewer issues with FedEx. As is our stated policy, we have only paid the customer for the item we received. We would recommend that they contact the USPS about the insurance we recommended they purchase.

We can have tens of thousands of inbound and outbound shipments in a week. Almost all go smoothly, but a few each week do have some sort of issue. Packages may be lost in transit, damaged in transit, or arrive with missing or different contents than what the customer says they packed. The great...

majority of these issues involve USPS Shipping. We offer USPS shipping due to its convenience, but it is not our default shipping method and it is provided with a variety of instructions and warnings online because of the significant number of issues we have seen in the past.  The customer chose USPS, and we did receive their package. Just the package. We cannot explain why the USPS Tracking service has not been updated for their package since 12/22/2017, but this is usually something that happens to distressed packages.  If the book arrives from the USPS in a timely manner, we will do our best to match it to this order and a refund minus a $9.99 late fee will be issued. However, we do not want to set an unrealistic expectation for the customer – it is not likely that the USPS will deliver the book without the package. Also, we can issue the same refund if the customer provides us with a replacement copy of the same textbook (same ISBN as on their order) in good condition within 30 days. We do make it clear online that the shipment of the items to us is the customer’s responsibility. This is why we make the FedEx labels the default option, both for their reliability and the automatic insurance that is provided for their label usage.

The customer chose USPS for the shipment of their Buyback.  We state online that we prefer FedEx, as USPS is not insured, and we have far fewer problems with FedEx.  We also recommend that the consumer who chooses the USPS also choose their optional insurance (at their own expense). The...

customer’s shipment online with USPS does not show the weight of the package while in transit. We have no doubt that the customer included all of the books when they shipped them to us – we are only stating that we did not receive them. While the customer may believe that there is no possible way the USPS would lose some books and not all (“if one is lost, all is lost”), our experience is vastly different. We receive thousands of shipments per week from customers all across the country who chose the USPS.  Every week we have dozens of opened or mangled packages, and sometimes we only receive the label from the package and no books or box at all (these usually come with an “Oops” note from the USPS). We even receive boxes that have come opened during transit, and have been “repackaged” by the USPS with the contents of entirely different shipments. All of these things are why we recommend FedEx over the USPS. While FedEx (or any carrier) is not perfect, we have fewer issues with them, and they offer $100 insurance per package/label. This is why we have referred the customer to contact the USPS if he purchased the recommended insurance.  As stated online, we can only pay for the items received, and in the condition received.