TextbookRush.com

the book that I sent to Textbookrush was in a very good condition since I checked it myself upon delivery from Amazon. Textbookrush is...

a dishonest company that switched my book for a damaged one. I have never had any problems with other companies I dealt with like [redacted] and [redacted] to whom I previously sold many of my textbooks at the end of the semester.

it simply doesn't make sense how the MOST expensive items go "missing" in transit in a tightly and thoroughly secured box, I am not satisfied at all nor do I believe a single word that I am being told from this company.

The customer placed an order with us in January of 2015 for the Annotated Instructor's edition of a Spanish textbook. The customer paid $5.77 for the product. The amount they provided in the complaint included shipping charges. In May of 2015, the customer returned to our website and created a...

Buyback order. In that Buyback order they selected that they would send the US Student Edition of the same Spanish textbook.  US Student Edition tend to be worth more than International or Instructor's or Annotated editions. When we received the package (which we provided a pre-paid shipping label for), our team identified the item as being different than the US Student Edition. We are no longer purchasing the Annotated Instructor's Edition for our inventory. Our stated policy online is that we will not return items quoted incorrectly. However, as a courtesy, we offered the return of the item if the customer paid for the shipping. Again, we paid for the shipping to us, so we think that this is a fair offer, and above our stated policy.The customer is asking for something we cannot do: sell an item to a customer for $5.77, allow the customer to fully use the item, and then buy the same item back for $11.20. We will send the book back to the customer at no charge, however, as an additional courtesy.

We offered to meet the consumer half-way by issuing 50% of the value of the items via Store Credit to her account.  We did this even though we did not receive any items in the shipment from her, and claim for her lost shipment was denied by the carrier (FedEx).  The consumer replied by rejecting that offer and asking us to close her account.  We have done closed her accounts, which remove her access to the store credit. However, if the customer wishes to reconsider we will gladly open her account again and she can use that store credit towards her next purchase.  We believe that this was a fair and equitable offer since we did not receive any items from the consumer.

Sending a used item to us for purchase is what we call a "Buyback". This particular package was processed by the Buyback Department Manager because it was received held together with rubber bands. The Department Manager left this note:"I opened this box----there was no phone inside--box fell apart...

when I cut the bands."We offer pre-paid and insured FedEx labels for customers to send in their items. We also offer pre-paid USPS labels as some people do not have easy access to a FedEx location. Here is what we state on our website: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 4-14 business days to arrive. We
strongly suggest you purchase insurance when shipping your buyback to us
via Media Mail, however optional insurance for Media Mail packages is
not an expense TextbookRush covers.

TextbookRush is not responsible for packages lost or damaged in transit.We would encourage the consumer to contact the USPS regarding the missing item if they did purchase the insurance we suggested.

I have already heard this response, and it is false. As I said before, we home school and we take very good care of our books because at the end of the grade we either try to trade with other home schoolers, or we sell the books back to the local stores so that we have some credit toward the next year's curriculum. We don't rip the pages out of our workbooks for this reason. We make copies of the activity pages for the assignments to keep the books value high. I was shocked when you sent pictures of that torn-up book because it WAS NOT the book I sent.It is obvious you have no intention of correcting this mistake. I usually just work with the local homeschooling stores, but you were offering a higher reimbursement for the book, so I took a chance. I guess I chose wrong.

Our Policy, listed on our website, is that we do not return books that are rejectedThis policy is designed to reduce the volume of low quality books sent to us that we pay the shipping forWe post the policies, but it is up to the consumer to read themHowever, in this case, we did return the rejected items, and the tracking on the USPS Website does show they are deliveredWe consider the issue closed since he books have been returned (and she states "
I
have gotten my books back ")

We do not have any record of the email from this customer that he mentions. We do not show any previous contact regarding this order.  We ask that the consumer emails us at [email protected], and references order number [redacted].  We will provide return instructions to return the...

rental for a refund (minus a $9.99 late fee). We need to have the item returned to us by the end of next week (10/16/2015) to issue this refund.

We did make an "exclusive offer" to the customer via email, but that offer was valid for a limited time (as stated in the email).  The customer did not accept that offer before it expired. However, as a courtesy, we have refunded the customer the difference between the damaged rental charge and...

the "exclusive offer" for that specific book.  To clarify, the rental purchase "exclusive offer" was for $14.99 as shown in our email records, so we have issued a refund in the amount of $160.84. If the customer can show us that we made the offer at the $7.99 price she mentions, we will refund the additional $7.00.  The item had already been shipped back to the customer, so the shipping costs we incurred were not refunded.We believe that this is a fair and reasonable resolution.

The consumer was given inaccurate information about their order by the CSR they dealt with.  The consumer was told that we canceled the order without shipping it. That was an error, and we apologize. The item did ship to the address provided by the consumer, but was marked as undeliverable and...

returned by the USPS. We do not refund shipping costs when we do ship an item, as did have to pay the USPS for the shipment. However, the CSR the consumer spoke with did make an error, and we have issued the additional refund to make up for that error.  The consumer should see a separate "Refund" email form us. We again apologize for the misinformation.

We regret that the consumer waited more than 3 months to contact us about the item. We offer a 30 day return policy for any reason. Unfortunately, when an item has been out of our possession for this long we cannot accept a return.

We deal with a very transient demographic (college students). Because of this, we do not stop-payment on checks and reissue them before the USPS has time to forward them based on NCOA form completion. We would incur signiticant charges and labor costs in doing so. Because of this, we post our policies clearly online regarding checks:  http://www.textbookrush.com/help/faq/buyback-faq.aspx

The consumer's package was returned to us by the USPS on 2-4-2016, and we issued the full refund on that day. The consumer was sent an email to the email address they used for the order informing them of the refund (also on 2-4-2016). There is nothing further for us to do - her order has already been refunded.

We believe that multiple items were lost during transit. We did not receive the most expensive item, the least
expensive item, as well as middle-priced itemsWe deal with thousands of packages
daily, and due to our experience with heavy books being shipped through the
USPS, we provide FedEx Ground as the default ship method, and recommend
consumers who select USPS to purchase additional insurance, as USPS does not
come with insuranceIt would appear that the consumer chose both to use the
USPS and disregard our recommendation for insuranceIf the USPS delivers loose
items to us in the future that we can identify as belonging to this Buyback we
will issue payment at that timeHowever, there is nothing further we can do as
the consumer disregarded our online policies

The item sent to the consumer was used, and it is possible that the item had previous wear and tearLiquid/water damage, however, is something that we have very strict policies on, and we would not ship an item in the condition it was returned to usThat being said, we strive to be
reasonable, and are willing to refund 50% of the consumer's damage charge on one condition:
The consumer has stated:
Customer service continued to argue with me stating that I caused the damage, I was even told at one point (by the supervisor) that she was going to hang up on me! Very bad customer service
We ask that the consumer apologize in their reply for the abusive language they used with our Customer Service staff Yes, the consumer was told that the Supervisor would need to end the call, but that was if the consumer continued to curse at the SupervisorWe've never put such a condition in a Revdex.com response before, but the language and tone used by this consumer merits it

The customer has two rental orders with us:
Order # was due on 12/24/2015, and when it was not
received in our warehouse at the time it was charged for a day extension
The book was received during that day extension, and the rental is now
closed. The
customer did not use our
pre-paid shipping labels, so our automated processed were unable to see that
this item was in transit This was for
the "Mathematics All Around" textbook.
Order # was for a Public Speaking textbookThe
customer is in error when they state that they have been deliveredWe have not
yet received this package – it was not shipped until 12/26/as per the USPS
We cannot provide customer-specific information such as tracking numbers via
the Revdex.com portal, but here is the latest USPS Update on her shipment (as of noon
on 12/28/2015):
Date & Time Status of Item Location
December 27, , 5:pm Arrived
at USPS Facility CINCINNATI, OH 45235
The items were charged extension fees because they had not
arrived by the due datesOne item will be charged the purchase if it is not
received by the end of the extension period.
Our rental terms and conditions are available here: http://www.textbookrush.com/help/policies/rental-terms.aspx

I did not ask for a refund, I asked that there be clarification on overnight for customers expecting overnight delivery when there is a 1 to 2 day processing delay in shipping. The 2 agents that I spoke with told me on numerous occasions that I would likely not receive my book until Thursday. With the information that I received in my invoice and then also received from those 2 agents, time was of the essence hence my reporting before I received the shipping confirmation. Also, I'm not sure that I would have had my package shipped on time if it hadn't been for me filing this Revdex.com report, perhaps that is what finally made the business take action to ensure that the book was shipped the "same day". Not to mention, the shipping confirmation from the company states that while it is overnight, it might take 3 to 7 business days for delivery, so there is still an issue with information that is conflicting and misleading. For a company that only speaks to it's customers via email, chat, or Revdex.com reporting, it would seem that they could ensure their typed language accurately reflects their intent. Overnight doesn't mean in 2 to 3 business days (considering the processing can take 1 to 2), and it certainly doesn't mean 3 to 7. Mean what you say and say what you mean. Don't falsely advertise - be absolutely clear. I'm sure customers won't have a problem with a 1 to 2 day processing delay if that is clearly stated. Or if the agents I chatted with had stated something that indicated even a possibility of receiving it the next day, i.e. overnight or better yet, had even made an effort to say that they would look into the order and determine if there was anything they could do to ensure the companies promised timeline was adhered to. Just be clear. Hopefully I will receive the package today...though with Textbookrush there is no guarantee - as stated by their agents and as provided in all invoices/messages received from the company.

See attached, sorry about that. Textbookrush clearly sent the wrong books, what they sent is NOT the product that shows on the order confirmation.  I have attached the confirmation showing what should have been sent is not what we received.

The consumer sent in two Accounting books to
usWe
purchased one, but the other had significant stains, and was rejectedImages
of the stained book are attachedWe inspect each book as it is processed to
make sure it is the correct item and in a condition we can feel comfortable
selling to a future studentThe rejected book was markedly worse than our
lowest acceptable condition We sent an
email to the consumer that day to detailing the transaction. That email, sent May 17th,
included this line:
Please contact us
within business days if you have any questions regarding your buyback order
The hyperlink in that line is a link that will launch an
email to our Customer Service TeamWe did not hear from the consumer within
that day periodWe did not hear from that consumer until a full month after the email was sent - June 17thThe consumer was referred to our online policy
that states:
http://www.textbookrush.com/help/faq/buyback-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 recycledSome examples of books that we do
not buy back are liquid 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
Books with liquid damage can develop mold. Mold can spread from book to book, so liquid-damaged
books are rejected and stored for a short period of time in a quarantined portion
of our warehouseWhile our stated policy is that we do not return books, we
strive to accommodate consumers and do hold most books for a day period
Books that are still wet or have already developed mold may be immediately
discarded The consumer did not contact
us within days as stated in the email, so his book had been discarded during
the intervening days.
To summarize:
The consumer sent us a book in terrible conditionWe
rejected it, and offered the consumer a day window to contact us. The consumer contacted us a full month later, and
we no longer had the bookWe have followed our stated policies and Terms and
Conditions that the consumer agreed to when they submitted the BuybackAdditionally,
the consumer is asking for $in damagesThis is more than 1,500% of the
quoted price for the ISBN the consumer sent to usThe consumer's complaint is
without merit

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The problem I see with this company is their customer service.  The books we rented came as described and in a timely manner. Where we had difficulties was in communicating with customer service.  They only operate 6 hours a day, weekdays.  There is no telephone number, only a chat line which was very arduous.We have worked with other book rental companies who have excellent customer service, Textbook rush should take a page from their book.