TextbookRush.com

The confusion with the consumer's Buyback orders with us is
because the consumer has created multiple accounts on our website, which is a
violation of our policies as stated onlineThis policy exists for just such
reasons – to not confuse orders from different accountsThe consumer has
replied that she does not feel bound by our policy. She created the Revdex.com Complaint using the email
address account for a previous Buyback Sale with us
We are confused and perplexed by her response today via
email regarding her sale of a textbook to us:
"I have never sold anything to youIm not violating
anything."
The customer has also stated:
"I sell under one accti email under several."
The customer has created Buyback orders to sell books to us
from three accounts (waldenu.edu, hotmail.com, and @gmail.com)
The email the customer provides in no way conveys "acceptance" of her bookThe
email explicitly states: "Your package has not yet been opened or processed
This message is just to inform you we have received your package."
As stated, the customer has violated our policies by
creating the multiple accountsThey created a Buyback order to sell us a
textbook that arrived with missing pages Our policies state that we will not return any
items that we decline to purchaseWe offered her the courtesy to have the book
returned at her expense (as we had paid for the shipping to us). She has refused that offerAs per our stated
policy, we will recycle the bookWe will allow her until January 2nd to
reconsider that offerIf we do not hear from her at that time, the book will
be recycledWe consider this issue closed, as our offer is above and
beyond the terms she agreed to when creating the Buyback orderWe ask that the Revdex.com close the case based on our goodwill offer to return the book - which is above and beyond the terms the consumer agreed to

The book has been located and will be held for 7 days. The customer has been provided the information to have the book returned to them at their expense. Since our policy (that the customer agreed to) is that no books will be returned. Our offer to allow the book to be returned if they pay the return shipping is, we believe, a fair compromise. The book will be held until March 12th, 2018 and will then be recycled if we have not heard from the customer by then.

The customer used a different email address for their account and rental order than they have used on the Revdex.com portal. All of our correspondence went to the email address that the customer provided to us when they created their account. If the customer “never once received an email from them...

regarding my rental”, it was not because we did not send them. Here is a listing of the dates we sent the customer emails about their rental with us: Your TextbookRush Order #[redacted] has been created:               8/30/2017 Your order from TextbookRush has shipped:          8/31/2017 Your rental from TextbookRush is due in 4 weeks:               11/21/2017 Your rental from TextbookRush is due in 3 weeks:               11/27/2017 Your rental from TextbookRush is due in 2 weeks:               12/4/2017 Your rental from TextbookRush is due in 1 week:  12/11/2017 Your rental from TextbookRush is due in 4 days!:  12/14/2017 TextbookRush Rental Order 23373693 Auto Extension Applied:       12/21/2017 Your rental from TextbookRush has been converted to a purchase:              1/2/2018 Additionally, the due date was provided on-screen to the customer at the time of the rental being made.  At no time during the rental period did the customer contact us with any questions on how to return their rental. The customer made no contact with us until today, the same day as the Revdex.com complaint. During that contact via Live Chat, he was abusive and profane with our CSRs. To recap, we provided a due date at the time of the order and multiple times during the rental period. We provide pre-paid return labels for the rental. The customer did not ship the item to us until a charge of $10.59 was applied as a late fee (which we assume is the “$20” charge they mention). We have no confirmation of this shipment as the customer did not use our pre-paid return labels. When the extension expired, the customer was charged for the purchase of the book so that we can replenish our stock.  These steps all happened exactly as described in our rental process and Terms and Conditions online. We have noticed that the email address that the customer used for our account is slightly different than the email address they used for this Revdex.com complaint. If the customer misspelled their email address (in this case, their name), it would be sent to an incorrect email address. We do require the customer to confirm the email address online.  As unlikely as it sounds, a spelling error in their name may have caused the lack of emails being receive by the customer. We, however, sent them to the email address provided. If the book is received and processed in good condition within 30 days of the original due date, we will issue a refund of the customer’s purchase charge minus another $9.99 late fee.

The
customer states that they handed the package to their FedEx representative on
the 10th, but the tracking does not show any movement until the 15th.
The books were several days past due when they were received and that is why
the late fees were assessed. However, as goodwill gesture, the late...

fees for
all three books have been refunded.  The
customer should see three separate pending transactions for the refunds (not
one single refund).

We appreciate the consumer's details in the rejection. This allowed us to see that there was a manual error made in processing her Buyback. We can't verify that the book was received by us, but we can verify that the processor made an error of some kind. Due to this error, we have issued the payment to be sent via PayPal tonight. This 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 email. We apologize for the inconvenience and delay.

It is very evident that the excuses you have been giving me, and clearly still are, are not the direct answer to my problem. It 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 carrier. It 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 possible. It is extremely sad and unfortunate the lies and deceived actions that TextbookRush has to run their company by. To rip innocent customers off and have no responsibility for their own wrong doings is atrocious. The fundamental key to running a successful and loyal business is by understanding that you must admit when you have messed up and fix it. A successful business does not consistently blame their customers or other people for mistakes made. You, TextbookRush are a complete disgrace to the Buyback Textbook community. It 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 people. I'm tired of hearing your drawn out excuses and blaming towards other people, just tell the truth and fess up to your mistake. It's really not that hard. It's just called being a decent human being.

When we first receive packages they are scanned and weighed
before they are opened. Our system recorded the package at 3.1 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 process. We do not know where the issue occurred, but somewhere between
the consumer and our scale, these items were lost. We, however, have decided to
pay the consumer as a courtesy, and will continue our claims process with
FedEx. The 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 a long and difficult history with our three websites. Due to the abundance of fraud and theft related to the textbook industry, we limit accounts on each of our three websites to one per household. This 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 so. While 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 actions. We have told this consumer and related entities that we have ended our business relationship and closed their accounts out of an abundance of caution. The 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 future. That 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 to. There 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 services. They will also be closed. Do not send any books. Items 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 this. I have filed my complaint with the Revdex.com because of your [redacted] customer service and stealing. I will also be posting on your facebook page for all to see. You wanted to play hard ball and now you got it. Safe 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 directly. Based on this, we simply wanted to end our business relationship. Instead of honoring this, the consumer created multiple new accounts and sent books to us. Our 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 warranted. We have closed his accounts – not blocked his emails. We 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.

I have reviewed the history of this consumer's book, and based on the previous usage of that rental, I have refunded her 50% of the damage charge. We cannot explain why the consumer received some of the emails but not that one. It is all automated on our side.  That email was created and sent...

on 5/29/2015, but has been re-sent today.

We have not heard from the customer since our last email to them on 12/16.  She has not portrayed that communication accurately. Here is our last statement to the customer:"It appears the
staining was not wet when received, nor did the package show signs of
previously being wet. We can file...

a claim but it is likely to be denied.
Please provide if you would like a claim to be filed." She can reply back to us via her email if she wants to take further action.

The Buyback Agent who received and processed the consumer's package would have only had this consumer's Buyback on their processing table at the time it was processed. Their camera is mounted to their station, and aimed at their workspace. The images (attached) are of the book we received, and...

clearly show missing pages. We are unable to purchase this item as it is no longer usable for another student. The consumer has clearly stated his disappointment in this situation in the email exchange with us:  "You guys are thieves! I
will make sure every homeschool network in the nation I am a part of
NEVER does business with you if you don't make this right!"We consider our reputation, and our A+ rating with the Revdex.com, to be paramount. While we have dozens of complaints each year, they are a fraction of the tens of thousands of transactions we process. We stand by our process and the segregation of one consumer's Buybacks from those on another Buyback. Because of this, we believe the book received is indeed the book in the pictures, and as such, was rejected because it was no longer usable to other students. While it might be easier to pay the consumer the $7.75 in dispute versus deal with the promised online negativity, we cannot set such a precedent.  We ask that the consumer reconsiders the threatened action.

As stated on our website, our checks are valid for 45 days. If a check has been lost (either in transit or by the consumer), we have to wait for the 45 day period to expire, and we can then reissue the payment. We can do that either with another check or by PayPal.  If the check is returned to...

us in the mail, we will email the consumer to confirm their address and re-issue payment, even if the 45 days has not yet expired. As of yet, we have not had the check returned to us, so we can reissue the check after it has expired.

We have not disputed that the package arrived. It did. We are stating that the items inside the package are not what the consumer quoted, and we cannot pay for books that we do not receive. We simply paid for the books that were inside the package. Because not everyone is a “decent human being”, we cannot pay people for what they said they shipped to us, but only what we physically receive. That is what has happened in this case, and we refer the customer to the USPS for the insurance on the package.  Again, if the USPS returns books that we can match to their Buyback, we will issue payment at that time. We are very thankful and appreciative for the consumer’s service to our Nation.

We have no record of any contact from this consumer regarding the rental condition. The only contact we have previous to this charge was for an unrelated Buyback order.  However, we had already reviewed this consumer's email regarding her rental, and based on the condition of the rental when...

sent, we have issued a refund earlier today for the damage charge.

I reviewed the response made by the business in reference to complaint ID [redacted] and find the resolution is satisfactory to me.
Regards, [redacted]

The customer quoted us 4 books on his Buyback order. When we received the package, we noticed that one item was a different version of the text than what they quoted. We received ISBN 0321897420 instead of ISBN [redacted] that they stated they would send to us. That book was sent back to the...

customer at our expense as a courtesy. The tracking shows that the package was delivered to the consumer's address on 4/30/2015.  We will send the consumer an email directly with the tracking information since we cannot post consumer-specific details on the Revdex.com Portal.

Though I do not consider this a complete resolution to the situation, I appreciate the effort and will accept the store credit. I hope this instance has helped the company understand where they may have a break in communication with their customers. I would encourage them to more clearly emphasize deadlines and constraints when dealing with customer service issues so this situation is not repeated.

I am rejecting this response because: I shipped back other textbooks rented from textbookrush.com in the same manner that the book in question for this dispute was sent back. The envelope used in both shipments was the bubble-wrapped mailer envelopes. The other books arrived just fine. The book was not shifting around as the mailer chosen fit the book so no sliding would occur. Furthermore, established textbook rental companies, such as campusbookrentals.com, send customers bubble-wrapped mailer envelopes, just like the one I sent the book back in, as the preferred way to send books back. Surely if an entire company sends out those mailers to customers they are a fine way to send books back through the USPS system. As stated by textbookrush.com, the book was sent to me in "very good" condition. As I stated, I sent the book back in the same condition after only using the book twice. A sturdy textbook in "very good" condition does not just come apart in a bubble-wrapped mailer after only two uses. I had also previously stated that the binding was not fragile at all. A book in "very good" condition, as stated by textbookrush.com, should not be expected to have fragile binding. In relation to the binding that "so easily" fell off, the initial damage report sent to me stated "TORN OUT PAGES." In light of recent events, it has been stated that pages were indeed not torn out but instead the binding fell off. This illustrates that textbookrush.com filed a false initial damage report, illustrating that this may be a poor attempt to blame the damages that occurred, definitely not in my possession, unjustly on me. For further evidence, textbookrush.com states on the "Help" section of their website, in the subsection of packaging guidelines, that: "If you are returning a book and the box you received is still in good
condition,
you are free to use the same box, but please remove the
previous address label. If your book arrived in an envelope or bubble
mailer, we do not recommend re-using it, since these do not
hold up well with multiple
uses and your book could be lost or damaged in transit." Through this statement, textbookrush.com has implied that they, too, use bubble mailers to send out their textbooks. The bubble mailer I used  was purchased new at the post office before shipment. In conclusion, I believe that the damage occurred in the possession of textbookrush.com and the initial false damage report is an attempt to collect money from me unjustly. The option to send textbookrush.com another book is absurd as the damage to the book did not occur in my possession and the packaging of the book while in my possession was not done haphazardly. It was packaged in a way that textbookrush.com has implied that they, too, send books out in the same manner. Therefore, I should not be responsible for replacing their book. It is still my intention to see that these charges are reversed and, once reversed, that textbookrush.com has no further access to my account.

The consumer placed an order with us that had an incomplete address. The street address line on their order was simply the number "8". No additional numbers, and no street name.   This caused the order to be rejected by our shipping system, and we manually reached out to the customer by...

email to seek the correct address. The consumer had a delay in responding, and all of this added up to the item taking longer to ship and be delivered than the consumer expected. Despite this being an apparent order-entry error by the consumer, we have refunded half of the consumer's shipping charge as a good faith gesture. They should see that as a pending transaction on their account.

I've got the initial email sent to me stating the package was received 12/15/15. Shortly after that I recieved the email with a detailed description of what was inside my package also on 12/15/15. Beside the textbook in question, the quantity column has a "1" beside it. The textbook that wasn't accepted has a "0" beside it, because you discarded it. If the book wasn't received why would you mark it in the quantity column as received? And the total payment included the book in question on the 2ND email. It did not state that the information was an estimate or could changes  without question. This makes no sense whatsoever.