TextbookRush.com

We have two email threads with this consumerOne was back
in August when they submitted their Buyback, and then again in December when
they "found" their checkWe have queried our CRM system for any other emails
from their email address, and we do not have any
Our
policies are clearly stated online, but as a good faith
gesture we have given the consumer the same amount as the check in Store
Credit, which is now available for use on her next purchaseThe customer will
need to logon using her .edu email address/account

We do not have a record of the phone call he references. We
do not show anything related to the order being canceled. We do show that the
item was shipped, with delivery by the USPS on Monday,
September 15, 2014, six days after the order was placed. We cannot post the
tracking here as per Revdex.com...

regulations, but will be glad to provide it to the
customer as needed. We sent the customer 8 emails regarding the rental
transaction, including email reminders at 3 weeks, 2 weeks, and 1 week prior to
the due date. We then sent the customer a past-due email letting them know that
they had been charged $9.99 for a 10 day extension.  The purpose of the $9.99 fee is to get the
attention of anyone who has ignored the on-screen information during the rental
as well as the multiple emails. We did not hear from the customer during that 10
day extension, and the order was then converted to a purchase, and the customer
was charged the replacement cost for the text. It 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 previously. Factoring that
into the equation, we have issued the consumer a 50% refund on the rental
replacement charge.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. However a tracking number was emailed that a label was generated on 11/3 but the book has not shipped.

Textbook Rush refuses to admit fault and did not refund me for the full amount. There is no possible way that, after I put my constitutional law textbook into the package and sealed it, that the book somehow morphed into or was replaced with a statistics textbook that I never owned before the company received the package. Any signs of tampering would have. Web clearly evident. Once again, textbook rush is clearly refusing to admit responsibility and simply making up lies. I would also like to question the company's claims that this sort of occurrence happens frequently: how can several sealed packages all have the contents change and morph into another book during shipping period? It's extremely unlikely. Once again, I would like to reiterate that I am a law student and have never taken any business classes, so I would have no need to a book meant for managers. This fact casts further doubt upon the veracity of the company's response.

The customer agreed to our Terms and Conditions when he submitted this Buyback online. Those Terms and Conditions and our FAQs clearly state that we will not return books that are shipped to us. This policy exists not to be harsh to customers, but to deter customers from sending us books of low...

quality that we cannot re-sell to other customers. Despite our policy, we offered the customer the chance to have the books returned to him if he pays the shipping and handling fee for the return shipping.  We believe that this is a fair resolution, as we paid for the books to be sent to us, and at the end of the transaction we’d be out the shipping costs and have no books to show for it. The customer has refused this offer and insists that we send the books back at our expense. We regret that the customer did not take our offer, and we will revert to our documented policy as stated above.

The consumer has misunderstood the generic notice on our website:'Buying your RentalIf you would like to keep your book, you may convert your rental to a purchase at any time prior to your due date in your customer account. When purchasing a rented item, you will be charged 125% of the US Student...

Edition list price + tax minus the rental fee and any extensions purchased." "Failure to return your rental If your books are not received by the due date, you will be charged a $9.99 extension fee + tax which extends your due date by 10 days. If your rental is not returned by the new due date, it will be automatically converted into a sale. You will be charged 125% of list price + tax less the fee paid for each item not returned. Available store credit will be utilized and the remaining cost will be charged to the credit card on file. This is not reversible. Please do not return any items that have converted into a sale as you will not receive a refund and the item will not be returned to you." This is the list price from the Publisher for brand new US Student Edition of the text.  This is because we have to source a brand new replacement text during the high season, and not in bulk. The customer was provided the specific charge for their book at the time of the rental, and it was also available in their account during the entire rental period.However, we have reviewed the rental history of this text, and because we have been able to use it several times, we have issued a 50% refund of the rental purchase price as a good-will gesture.

I have no tracking number or book AND again, the book was not missing pages when it was sent to TextbookRush, so if they are returning a damaged book to me then they are NOT returning the item that I sent to them.  Furthermore, the email communication caused me to call customer service and their representative, [redacted], advised me that the book WAS NOT missing pages or damaged as stated in the communication; however, their system does not have a specific notation for loose-leaf books.  She further stated that the warehouse is unable to count each specific page to verify that all pages are received, which is why this had happened.  The email communication that followed with [redacted], and [redacted] was the same and stated the boon was rejected because it was loose-leaf, so the person responding to these complaints is doing nothing more than changing that story and making up excuses.The buy back quote was for the Cultural Landscape book "A la Carte" and the book WITH NO DAMAGE AND ALL PAGES was sent to TextbookRush in good faith to issue payment of $23.00 upon receipt.  If loose-leaf books are not accepted, then "a la carte" books should be rejected at the ISBN as not currently purchasing on lieu of a quote.  In reading the other complaints at the Revdex.com this has been an issue for more than just me, which suffice it to say that TextbookRush needs to not issue quotes for "a la carte" books (a.k.a. Loose-leaf).  Now they were sent all pages with no damage and enough of my time has been wasted with the inconsistent responses from customer service via phone, emails, and the Revdex.com.  I will accept only the full $23.00 or I will consult legal counsel to cover my time, frustration, poor customer service (for which I have ALL email correspondence), and any damage that may have been done by your warehouse to my book if there are any missing pages.  My husband never used the book as I opened the package, put it in the binder that I sent it to you in, and it sat on my desk all semester as he never had to use it.  This is now about the principle of the matter, and with the number of complaints on this Revdex.com forum with near the same issue I'd say a class action suit is probably quite realistic.

This is the first time that any member of the TextbookRush team has stated that the "A La Carte" book was missing pages.  The excuse that has been given multiple times is that the book was unbound, though as I have pointed out before, it stated in the buy back quote that the book was "a la carte."  I can state for a fact that there is not one single page missing (or there was not at the time of mailing) as the book was immediately opened at purchase from [redacted] Community College Campus Book Store BRAND NEW and placed in the binder that I sent to TextbookRush.  This is more of a scam by the organization and I have already been through enough.  They have the book, they knew it was "a la carte" and they can pay for it as sent to them in good faith.  There was no damage, no missing pages, and if there are it has since happened after the fact and I do not want them to send me a damaged copy with missing pages since that is not what I sent to them.  Again, the response that they are sending to the Revdex.com is not consistent with the comTmunication that is in the emails that they have communicated to meSecondly, the 2 books that are supposedly "missing" were included in the box.  Do not act as if you are doing me any favors because your warehouse lost the books.  Not one single email or phone correspondence was consistent in the weight of the package or the books, which makes a case for fraud.  FedEx did not lose the books because the package was received without any damage.  Your warehouse was asked to return each and every book to me in the original package, which they could not do because the package was destroyed according to your customer service emails.  While I do appreciate issuing payment, I have not yet received payment in my PayPal from TextbookRush for these 2 books and I want it stated that your warehouse lost them as you all have been so inconsistent with information that it would be evident there has been a lack of good judgement used and sufficient customer service notes being placed in addition to the possible carelessness in your warehouse.I do not accept anything less then the full amount owed to me in the amount of $44.03.

The consumer has sent us multiple emails, and we have
responded
The consumer's first emails were sent to us on 10/29/at
5:58PM. We replied on 10/30/at
9:AM
The customer sent us an additional series of emails on 10/30/
at 6:28:PM, 6:45:PM,
6:56:PM and 7:40:PM. We were not open at this time, so our reply
to all of those emails came the next morning, 10/31/at 9:43:AM
The customer filed the Revdex.com case on 10/30/at 7:33:48,
or approximately one hour after she started sending emails that eveningWe
strive to answer all emails within hours, but the consumer did not give us
time to respond
Additionally, we sent the consumer an automated email on
10/stating that which books had been purchased, and that the payment was
issued on that day
Our manual email reply on 10/also clarified that her
check was already in transit to herThe consumer replied to that email, and
was told earlier today that the book we were unable to purchase was already sent
back to her as a courtesy
To recap, the consumer had already been issued payment and
the rejected book had already been shipped to the consumer before she submitted
the Revdex.com ComplaintWe consider the issue closed

We cannot resell books that are received with damaged spines
and pages that are missing or looseIn this case, the book has pages that were
no longer attached to the spine and as such it was rejectedThe customer used
our shipping label to send the book, and we paid for the
return shippingWe
have paid for both shipments of the book that was received in a damaged
conditionThe consumer did not leave us with much of an opportunity to explain
or assist her during the brief Chats with herBelow is the text of our chat
with the consumer:
AGENT:Unfortunately, we were unable to purchase this item,
as the item was received damaged and we can only go by how the item was
receivedAs a one time courtesy, we have sent your item back to youThe
tracking number for your shipment is: [redacted]You can follow
the progress of your shipment at www.FedEx.com
XXXXXXXXX:Its impossibleThe book is literally brand newAGENT:Unfortunately, we can only go by how the item was receivedThe item was
received with pages falling out of the book.XXXXXXXXX:you all are totally full of [redacted]
Our stated policy is that we will not return books that we
do not purchaseThe consumer's book arrived to us in such a poor condition
that we could not resell them, and as a courtesy it was shipped back at our
expense.The consumer has their book, and we are out the shipping costsWe do not have anything further to give the consumer in this case

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. They will be refunding my credit card. In 3 to 4 business days

Our Store Credit can be used for the purchase of any items shown on our website. This includes textbooks, novels, video games, movies, and consumer electronic products (such a iPhones). The Store Credit is available for use on the consumer's account now.

We do not doubt that the consumer packed all
of the items
that he quotedWe simply state that by the time we received the package from the
USPS it did not contain all of the items that he quotedWe receive tens of
thousands of packages per month via our Buyback program, and dozens each month
do have issues with missing itemsWhile it is a relatively small percentage of
the overall volume, we acknowledge it is a significant issue for each consumer
who experiences a lossOur experience is that the lost or damaged items tend
to result from USPS shipmentsWe offer FedEx Ground as our default ship
method, but do offer USPS for consumers who do not have easy access to a FedEx
Office locationOne our website and during the Buyback online process we
proffer the FedEx label as the first choice, and provide verbiage explaining
why:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
> What is the advantage of using FedEx over USPS Ground?
FedEx guarantees delivery in 1-business daysEach order
shipped via FedEx is automatically insured up to $per package
USPS Ground usually takes 4-business days to arriveWe
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 have referred the consumer back to the USPS in case he had
purchased insurance. The consumer has
told us several times that the USPS stated to him "the package was good and not
tampered with"We've not made any statement that the package was
tampered with – only that we did not receive all of the items he quotedWe
deeply regret that the consumer has had items lost in transit, but as stated on
our website and in our Terms and Conditions, we are not responsible for these
losses
Our local USPS processing center does occasionally provide
us with "Loose in the Mails" (the name of a USPS Department) booksThese are a
group of books that the USPS has collected for a period of time that have
become separated from their packages and shipping labelsWhen they are
provided to us we do our best to match each book to the correct Buyback and
provide payment to the customer whose package it fell out of. We received two USPS "bins" of books
yesterday, and our team is processing them over the next several daysIf we
can match up one of the "loose in the mails" items with one of the consumer's
missing books, we will issue payment. I
have specifically used the word "book" here, as the USPS as of yet has not sent
us any consumer electronic items in these "loose" shipmentsWe do not want the
consumer to have hope about the electronic item that went missing

I am rejecting this response because: As I stated before the company is unable to provide me with any proof. Since Textbook Rush is unable to substantiate their claim that my package was opened when they received it and not lost as a result of an error on their part I am forced to rely on the information that I have that CAN be proven which is that according to USPS my package was delivered (Screenshot enclosed) and that Textbook Rush received the package: "We have received your package with tracking number [redacted] for rental number [redacted]. Your package has not yet been opened or processed. This message is just to inform you we have received your package. Your package will undergo check-in within 1-2 business days."I understand what was said to me via the customer service representative unfortunately without any proof from the company all I have is their word that what they said occurred which is not enough proof for me. I am forced to assume that this is a scam. Therefore I refuse to give them the amount they charged to my credit card without my permission INCLUDING the late fee of $$9.99 because my package was postmarked before the due date of my rental as per their website:"If your books are not postmarked by the due date, you will be charged a $9.99 extension fee + tax which extends your due date by 10 days. If your rental is not marked as in transit by the new due date, it will be automatically converted into a sale. You will be charged 125% of publisher’s list price + tax less the fee paid for each item not returned."I have already contacted my bank about the charge and they informed me that they have received similar complaints about companies such as Textbook Ruch

The customer quoted us the US Student Edition of the Accounting Text, with ISBN 978013311741.  The version of the text the consumer sent to us was actually ISBN 978013311744.  The book had a sticker from another seller covering the true ISBN on the back of the book with the inaccurate ISBN...

printed on it.  We checked the ISBN on the copyright page to identify the item correctlyThe book we received was not what was quoted, but we do not believe that the consumer was aware of this.  We believe that a previous seller of the the book mis-represented the ISBNs on the book. The book weighs over 8 pounds, and we paid for the shipping to us. We just ask that the customer pay the return shipping if they want the book back. They have been sent the payment instructions.

The consumer quoted us 17 items. We received 15.  One of the two items we received was a version of a textbook called "A la carte". Books a la Carte are unbound, three-hole-punch versions of the textbook. Our processing team stated that they found "pages" of the book were missing.  They...

did not state how many or which pages.  I believe that this was a source of the confusion.There were also 2 books that were not inside the package when we received it. Based on the communication with the consumer, we have filed a claim with FedEx for those books.As a goodwill gesture, we have today issued payment for the two missing books as we may be reimbursed by FedEx for that claim. Rather than making the consumer wait, we have checked the items in today and they should have already received an email regarding this. We cannot purchase the book with the missing pages. However, we will return it as a courtesy to the consumer at our expense.  This resolution pays the consumer approximately half of the amount they are asking for, and also returns to them the book that we have not purchased.  We believe that this is a more than equitable resolution to their complaint, and we hope that this makes up for any confusion they had with our team.

The consumer sent us a book via our online Buyback program. When the book was received, we were unable to confirm it as a copy of the text authorized by the publisher. Because we were uncertain about the book, we did not purchase it. We decline to purchase books due to damage, stains, filled-in...

answers, and many other reasons, including books we cannot confirm to be authentic. The consumer’s text is being returned to her at no charge

We have reviewed the images of the textbook and the previous use of the book, and have refunded the consumer the amount of the damage charge.

The customer sent us a "buyback" order for 5 books. We received the package, and 4 of the 5 books were purchased as quoted. One of the books had stains on some pages that made us reject it. We don't want to sell or rent a book in that condition to another student. We have videos and images online...

specifying that we will reject such items, and our printed policy is that we will not return them if rejected. However, the consumer contacted us about returning the book, and we did allow it to be sent back to him as a courtesy. We asked that the consumer pay for the return shipping cost of the book, as we paid for the shipping to us. The consumer agreed, and paid for the return of the book.  We're not clear on what the consumer is asking for, as his desired settlement is: "This unethical company doesn't even have a phone # for me to call... I just sent them an angry email." The consumer was paid as agreed to for the books we purchased, and the one book that was not purchased was returned (above and beyond our stated policy). We consider this issue closed, and wish the consumer well.

As a courtesy, we have refunded the entire shipping charge. We still extend the offer of returning a replacement copy of the text for a refund on the damaged rental charges.