TextbookRush.com

We are confused by the contradictory information provided by the customer:"I
never received any replyI contacted them again and again received no reply." - 1st Revdex.com Message"I replied to the business as instructed and requested either another copy of the book be sent or a full refund." - 2nd Revdex.com MessageRegardless, this order has been refunded as requested

The customer has emailed us multiple times and this has
caused us to have what we call multiple “cases” in our CRM system. That makes
it a bit more difficult to make sure all parties are referring to the most
recent response. What we see in our system as of earlier this morning (but
after the...

Revdex.com complaint) is that one of our staff has already waived the damage
fees as a goodwill gesture. We believe that this non-Revdex.com portal resolution is better
for the consumer than the consumer’s “Desired Settlement”, and will leave the situation as it stands currently. The consumer can let us know if he prefers his request to be followed.

The customer has contacted us twice, and we have replied three times. Our most recent and most thorough reply was sent after this complaint was filed. We believe that the consumer should have all of the information she has been seeking in that email. If she has additional questions, she can reply to...

that email. We have flagged her email to go to one of our senior CSRs for personal attention.

The customer’s order shipped today – the same day it was
ordered. She filed the Revdex.com complaint before the item was in-process by the
warehouse, but she should have already received the Shipment Confirmation email
that includes the tracking.  We shipped the
book as expected, which negates the...

need for her requested refund.

The book will be shipped this week via FedEx SmartPost, with tracking number [redacted].

The book was received with liquid damage throughout the
entire text. Please see the attached images. This book no longer meets the
condition that we can send it out to another student. However, we have reviewed
the rental history of this specific book, and we can apply that past revenue...

toward
the replacement of the text. We have issued a refund of $143.06 to the consumer
in regards to the damaged charge. They should see that on their account as a
pending transaction at this time.

The customer seems to have misread or misunderstood the email communication from the Seller. The seller replied on
3/22/2016 stating:"We can either process
you a full refund or ship you a replacement copy, if available. Kindly
let us know your...

preference and we shall act accordingly." The consumer replied to us and the Marketplace Seller with these statements:"I tried contacting
them, as well; they never replied. I suppose I will just have the bank
reverse the credit card charge as fraud.""If that''s the case,
then the system needs to be updated to show the same. I just checked the
order status here and there is no indication of a refund. One of you
needs to fix this."He replied again today with:"They said they would issue a full refund. THAT HAS NOT HAPPENED."We believe that this has simply been a matter of the consumer not providing the requested instruction to the seller. They asked if the consumer wanted a refund or a reshipment.  We believe that this issue could have been avoided had the consumer replied clearly to the Seller's email back on 3/22/2016. They offered to issue the refund or reship the product at that time, and have been awaiting a clear answer. The consumer never
clearly replied. Based on the flurry of angry emails from the consumer
today, we have stepped-in and issued the refund.

This company blames the United States Post Office for damaging and or losing my book. This book only had to travel from Michigan to Ohio.  I called the Post Office near this store and they have no record of any damaged packages being delivered to this company and they were not happy about this company claiming that the post office did #1 - put another item in my wrappings and #2 - put my wrappings and what jumped into it in a bigger box with more items. Both stories were told to me. The Post Office states they don't do that, ever.  If a package was damaged, it would still be delivered with a note apologizing.  I want to know what book jumped into my package???

One of the books required some additional review, and so the entire Buyback (both books) were sent to a different department. Unfortunately, our Operations team is unable to locate them at this time. Due to this error being solely ours, we have processed the Buyback as originally quoted, and the...

payment will be sent to the customer's PayPal account overnight tonight. They should see it on their account within 48 hours.We apologize for the error, and the delay and frustration it has caused.

The customer rented a textbook from us online, as we are online bookstore. The due date, the amount we’d charge if the book wasn’t returned, and a rental notice that any CDs, Access Codes or any other supplemental materials may not be included with the rental were all provided on screen during her online transaction.  During her rental period we provided her with a series of email reminders about the textbook rental, and even provided a link to a pre-paid label. When the customer sent us the wrong book we emailed her about it immediately. When her correct book was past-due, we emailed her about it. When the book was converted to a purchase, we emailed her about it. We heard nothing from the customer until we converted her rental into a purchase.  As we stated before, we believe the consumer simply made an error in shipping her rentals back. It happens. That is why we hold on to the incorrect books for 2 weeks before discarding them. We wish the consumer had replied to our emails, but they did not. Despite this, and despite the continued threats of complaints and credit card disputes, we have offered to return the charge for the purchase of the book minus a $9.99 late fee if they customer just returns our book. We don’t want their money – we just want our book. That offer remains valid until September 30th 2017. After that date we would not be able to process a return/refund. However, we cannot refund the funds if there is an active Chargeback on this order. We’d wait for the Credit Card company’s resolution in that case.

I sent the package confirmation receipt showing the weight, and the package they “received” didn’t even weigh a third of my total package weight. Like I said, the way I bundled the books, double wrapped with bubble wrap and tape, there I find that there is no way that they could have been separated. I also chose USPS due to living in a rural area and there not being a FedEx store close. When I went to sell the books, the website didn’t prefer one shipping service over another. It simply stated, print the provided label to attach to your package and drop off at USPS or Fedex I do not recall reading that I would be at risk or I needed to insure my package through USPS on the printing label page.

I am rejecting this response because:Is there any proof from the Post Office in Ohio or anywhere between Michigan and Ohio that my package was repackaged? That the contents were taken out of them, and someone else's contents put in by the Post Office? I was not told there were any issues with my package being damaged until now.
Regards,
[redacted]

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

The customer rented two textbooks from us on this order, and one was returned. The remaining book does not have any extension applied to that rental.  We understand that the consumer states that they extended the rental, but there is nothing in our system to indicate that. What we see, and what...

would be the most explainable, is that the customer selected the “Purchase” option in error, rather than the “Extend” option. That is what our system reflects. The options are next to each other on the website, so this is a plausible and understandable error. We cannot re-instate her rental for the 2nd semester. Her rental is “Completed” in our system, and cannot be brought back with a new due date – we simply don’t have a way to make that happen inside our automated processes. However, we can refund the customer for the purchase price minus a $9.99 late fee. She’ll have to return the book soon to be refunded, but it will result in almost all of her money being refunded.  We’ve sent an email directly to the customer with the return information.

I am rejecting this response because:
Regards, [redacted]

They still have not issued refund $19.38 for order #[redacted]. The book was delivered on 10/3 according to tracking number [redacted]

We have no record of any communication from the consumer (or her Mother) prior to this Revdex.com complaint. Had the consumer contacted us we would have referred her to the pictures of the damaged textbook which show on her account.  The book was received back with significant water-damage, rippled...

pages, and a warped cover. It is no longer in the condition we feel confident in shipping to another student. The book was quite expensive to us to purchase, and this is why the replacement charge is so high. If the customer can send us a replacement copy of the text, we will refund the replacement/damage fee minus a $9.99 late fee.  The consumer can contact us for details on the ISBN and process for this replacement. We would need to be contacted within 5 business days to allow the replacement.Images of the damaged textbook are attached.

The customer has multiple accounts and multiple Buybacks with us. He did not specify which one has the issue. Based on the quoted amount, we believe that this complaint is about this textbook:LSAT Reading Comprehension Bible: Killoran, David M.Powerscore PubBook: 9780991299232 / 099129923X We...

rejected this book because our Processing Team felt that the item had too many answers filled-in, lowering or removing the value of the book for the next student. We declined to purchase the item for this reason. While our stated policy is that we do not return books for any reason, we might be able to return this book if the customer contacts our Customer Service team (we have no record of prior contact from this customer using the email address provided). However, we have a very limited space available to store rejected books so he should email us immediately to see if the book is still available. If it is, we would ask that the customer pays for the return shipping fee, since we provide a pre-paid label to get the books to us. We believe this to be a fair and equitable resolution.

Initially I was given a different shipment number to receive my 3 books that I sent not 2 books, the women at the fedex packing place can verify that she put the 3 books in the box before it was shipped. I only received 2 of the 3 books that I sent. I want my book back!

The consumer placed an order for books to be sent from one of our Marketplace sellers, and not from us directly. The consumer's complaint is in regards to the delivery time of the items ordered. The consumer placed their order on March 10 and it was delivered 14 business days later, on March 27th....

The key to this complaint is a misunderstanding, which we should have made clear to the consumer earlier in the communication. Our stated policy for the shipment of Marketplace orders is:Items purchased from the TextbookRush marketplace are priced per book and vary based on the method you select.
Standard Shipping $2.99 per book. 4-14 business days delivery estimateExpedited Shipping $5.49 per book. 3-5 business days delivery estimate That policy can be found here: http://www.textbookrush.com/help/policies/shipping-policy.aspxIn this consumer's complaint they reference "14 days", and not "14 business days", which would remove weekends and Holidays. The package was delivered on the last day of the estimated timeframe, and as such was not late.  The consumer expected the items within 14 calendar days, and this is where the confusion arises.However, as a courtesy, we have issued the consumer a refund for the shipping costs today directly from our account (not the Marketplace seller, who was not at fault). The consumer can still return the items to the Marketplace seller for a refund of the product charges. They have been provided the return information directly from the Marketplace seller previously. Since the items were not late, they will need to pay the return shipping costs. Our refund of the initial shipping charge should mitigate their cost.