TextbookRush.com

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.

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

The customer was not truly rejecting the response, but he was clarifying a point. However, we have refunded the customer in full since this time.

The customer's rental was converted to a purchase when it was not received to our facility after the due date. We have no record of the book he sent being received, and we did not return it to him. We have no notes that this was returned damaged and rejected. From our side, it simply looks like the...

book was not returned to us. We can't tell by the tracking as it stops in Cincinnati (not where we are) without any final update. My best guess is that the USPS returned his shipment to him. That would explain why he received it back, and why we never got it. The customer contacted us after he filed the Revdex.com complaint, and we have provided him with instructions to return the book on that email. We believe that he should now be aware of the situation, and if he follows the instructions provided, will be refunded all but a small late fee.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Because I have no way to defend my case, as the package is untraceable, I will pay the fee.As the attached email stated, if the package is postmarked on or before May 23, the fees would be reversed. If the package makes its way back to the facility at some point, I expect the charges to be reimbursed.

The company only met half of the request. They did refund the damaged book since they couldn't provide proof like they had originally stated they had. However, they are charging me for a fee of $10.95 per book for a late return. The book wasn't due back until the 18th and I sent it back the week before. I shouldn't be held liable for FedEX's slow return. I even called FedEX and asked how long it takes for it to get there. They stated that it typically takes 3 days, which is what I sent it back in (3 days). If they want a specific date that they want the book shipped back on, they should include that in their policy. Currently their policy only states that books should be mailed back in a week, so I interrupted their lose wording as mailing it back the week before (which I did)! If they want a certain number of days, they should include it in their policy. I am asking for the 10.95 per book fee to be returned (that is a total of $32.85. Thank you for your consideration.

I am rejecting this response because:So the books were supposedly swapped out at a mail facility when being repackaged, but there is no label, slip, or anything stating that they were repackaged, because the package that the books came in were discarded right away? So instead of contacting the Post Office to see what happened to my package because my shipment didn't match what was supposed to be sent, it was just assumed I sent something else? I didn't ship these out in a flimsy package. They were shipped in a very thick box, and sealed with packaging tape. The reason there was a delay was (if I remember correctly) because there was an ice/snow storm at the time, because another package I had coming to me was also postponed due to weather. I don't think this had anything to do with damage.
Regards,
[redacted]

I will not be using a store credit. I do not purchase my books online I purchase them directly through my college. I only sell my old books online for the buyback. I would like my textbooks returned or a new check issued.

The customer's book was received with the
pages unglued from
the bindingThe pictures of the book she was provided are the exact book we
received in her packageThe package she used, as stated her via the Revdex.com, was a
USPS mailing envelopeThese are not sturdy or protective enough to handle a
textbook while in transit via the USPS Mailstream
We offer packaging directions, including a video, on our
website at
http://www.textbookrush.com/help/faq/how-to-return-book-rentals.aspx. We shipped the book to the customer in
"Very Good" condition, and by the customer's own account, she placed
it in the mail in the same conditionWe regret that the customer did not
follow our posted instructions for packing the book, and we do feel that this
was potentially the cause of the book being damaged
We have offered the customer refund of their charges minus a
$late fee if they can provide us with a replacement copy of the textThe
customer has been provided those details

I did provide the correct address to textbookrush.com which is apparent in the shipping label they sent to me to send them the book in the first place. I have the email with the shipping label attached to it, which reflects my correct address, if it is needed. Whether it was through system error or some other mistake, they sent the check to an address I used over five years ago to order textbooks. I notified them that they sent it to the wrong address in a timely fashion, was ignored, and was never told that there was a 90 day time limit. This is fraud. No one sends in something for payment knowing that the company can keep it and not hold up their end of the deal. I did not gift them the book. Stop paying and reissuing a check is not a big deal- I do it all the time in my line of business. Sounds like a fraudulent way for a company to make a profit and stomp on the consumer. I did not accept store credit as I am finished with college and no longer require what this company provides. I will only accept the terms of the original agreement, as I held up my end of the deal by providing a more than acceptable condition book within the timeframe they requested, and promptly notified them of the issue when it was realized.

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. After speaking with a new representative, one Mr.[redacted], my issue has been resolved.

The book was received in a condition that prohibits us from re-renting it to additional students. However, we have reviewed the rental history of the specific book we sent the consumer. Based on the number of times we have been able to use the book, we have issued a refund to the consumer of...

$294.25.  We believe this is an equitable resolution to this issue.

What the consumer is asking would have us taking a significant loss on this book through no fault of our own, and we cannot meet the price the consumer is asking for. Our original offer of goodwill stands, as we believe we can break even based on the prior rental history of the book.

Hello, I just received contact from textbook rush after I contacted them. They are saying there was moisture damage done to the book so they are charging me for that. However, there was no moisture damage when I had the book and when I took it to the shipping store to fedex it. They also did not bill me for the book, but sent me an email yesterday saying that I owe $129 for the book due to damage and then took the money right out of my account without really any warning. My card was not on file with their company but was only used in the transaction for my two rented textbooks.

My name is [redacted]. I am writing to follow up on my complaint against TextbookRush. As you requested I emailed to Revdex.com the numerous emails I sent to TextbookRush since January 8, 2016 requesting the complete refund of my money and the online form to return the incorrect textbook they sent to me. On January 22, 2016 I was contacted via email by Internationalbook81 who is the Marketplace Seller of TextbookRush providing a return address which is located in New Delhi, India. In their policy they specify that the Marketplace Seller must provide a prepaid shipping label for returns that are the result of the Marketplace Seller error, but they expected me to pay the shipping fees of $54.00 US DOLLARS which I considered unfair. I am a current college student and a mother who has to support economically my family and this amount of money will have significant impact in my budget. I just want to make this return and resolve this issue promptly.Please let me know the best way to deal with this situation.Respectfully[redacted]###-###-####

their tracking is incorrect they got his book on 12-14

As a consumer, I packaged the books appropriately and sent them back through the required method using Fedex on time. I can't control how Fed Ex handled the items, or whoever it was that handled them to make the book have water damage. The company who is responsible for this should be held liable, not myself who did not damage this book. I have involved and disputed the charge with my credit card company so if anything is not going to be resolved with this route I will leave it up to them. I completely understand the policy you are highlighting, and if I had caused damage to this book I would have no issue paying for it. However I have an issue paying for it when I did everything I was supposed to do and something obviously happened that was completely out of my control, therefore I am not responsible for it.

The consumer makes multiple
statements, and we'll try to address them all
"No option to print out a copy of
emails sent to this company is offered!" – The consumer would be able to print
emails sent to us from their email service, and nothing is need from us on this
issue
"their customer service department
does not pick up or answer phone calls" - Our toll free number posted on our
website is working correctlyI just tested the number and was connected to one
of our CSRs immediatelyIn the past days we have had one issue with the
phone lines into our facility, and that was on June 29thOur
telephone provider stated that calls into our numbers would not be connected,
but it may be possible she had errors on that dayOther than that, we have not
had issues with our phone system
"I requested my item back within hours
of receiving that photo" – Unfortunately, we do not have any record of this
communication
"I do not want any financial
compensation from this organization, but I do want my item, which is rightfully
mine, RETURNED." We state clearly on our
website that items will not be returned:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
- this page states several times that books will not be returned, but the
clearest text is in bold and underlined:
"Once you send your books, they cannot
be returned for any reason."
We
no longer have the consumer's book to be returned, which is the only response
she states she will acceptHowever, as a good faith gesture, we have issued
the consumer Store Credit in the full amount that they were quoted for the
Medical Ethics book ($1.14)They can access that Store Credit on their next
purchase

While we still believe that the consumer's package was "reconditioned" (that is the USPS phrase), we have approved the payment as a goodwill gesture. While the consumer may not have had this kind of experience with an item shipped via the USPS before, it is one that we deal with daily.The payment will be issued via PayPal as the consumer initially requested.