TextbookRush.com

Like all businesses, we carefully inspect items that are
sent to us prior to purchase. In some cases, this inspection takes several
days. That was the case with this transaction. 
At the end of that inspection, we determined that the items were not
ones that we wanted to purchase, and, as a...

courtesy above and beyond our stated
policy, we worked with the consumer to have the books returned and they are now
in transit.

The consumer rented  text book from us that was listed in "Brand New" condition.  I have retrieved the book from our quarantined area in the warehouse, and have taken pictures of the condition of the book to submit with this Revdex.com complaint. The book we received back from the consumer was...

worn, torn, and had so much water damage that the rippled pages make audible cracking noises when opened. As previous Revdex.com complaints will show, we strive to meet consumers halfway with issues, especially when an item has been previously used. However, in this case we have a book that was "Brand New", and has been returned to us in unusable condition.  We are forced to replace this book now, and will have to procure it during the publisher's peak season at full price. Because of this, we cannot refund the consumer even a portion of the charge, as we would be operating at loss. If the customer can provide us a replacement copy of the same ISBN by June 15th, we will issue a refund - otherwise we will need to purchase the book ourselves.The damage book will be returned to the consumer at no charge.

While we are always empathetic to the plight of college students who make up the great majority of our business, we cannot make accommodations for errors on their part.  There was no error on this order by the Marketplace Seller nor TextbookRush. The consumer selected an item from a seller who was clearly listed as selling International Books (that is part of their name). The Seller's information states that they ship from New Delhi. The book was clearly listed as an International Edition by the seller.  We again suggest that the consumer try to use the book that they selected. It is the same content at a significantly lower price.  We cannot refund the consumer or take other action that would punish the Marketplace seller when they have not made any error.

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

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.

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.

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.

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.

We regret that the consumer has rejected our offer. We believe that the offer is a fair resolution to the situation, and it remains valid. That is, however, the extent of our goodwill on this issue as it is above and beyond our stated policies: http://www.textbookrush.com/help/policies/rental-terms.aspx

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.

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.

The customer may have sent us emails in
response to the
email we sent on June 1stWe do not have any records of
communication from the consumer until June 18th I believe that the consumer probably replied
to the automated email we sent her when we received the incorrect item. That email contains this phrase:
This e-mail was sent
from a notification-only address that cannot accept incoming e-mailPlease do
not reply to this messagePlease direct all inquiries to: [email protected] you for
shopping with TextbookRush!
If they replied to that email it would explain why she had
records of the outbound emails, but we do not have record of receiving them
We did not hear from the consumer until late in the day on
June 18thI have worked with the Warehouse Receiving Manager to review
any copies of that ISBN received during that time-frameAll copies of that ISBN
we received came to us through bulk purchases/transactions we madeWe do not
have any copies of that textbook that were received through our Warehouse
Rental Receiving processBecause her book was not originally from us it did
not have a unique identifier we call a "ledger ID". Without that ID, I do not know whether the
book was donated or recycled, but I do know it was not received into our
inventoryWe donated and recycled thousands of books between the time that the
consumer sent us the wrong book and then contacted us on the 18th
The consumer sent us a book in errorWe held on to it for weeks, but when we did not hear from the consumer during that time it was discardedWe're sorry that we can't return the consumer's book, but we
were not contacted until weeks had passed. Additionally, the consumer did not return our book to us on timeShe was charged for a 10-day extension, but the book was not received until that time had passedAs a courtesy, we did not charge her for the late rental return of our book as we were entitled to. We regret that the consumer is missing their book, but we did go above and beyond our stated policies to help

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.