TextbookRush.com

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

We have not stated that the book was counterfeit. We are only stating that we were concerned enough about the text that we chose to not purchase it.  The book is being returned as courtesy.

The consumer has multiple accounts with us, which is a
violation of our Terms and Conditions.
The original complaint referenced a Buyback that was in his name for the
same books, but was from a different physical and email address. That Buyback was not received by usThe
second response from the consumer provided a Buyback number for a different
account in his name with the same books, but we did actually receive the itemsOne of the items was received
with water damage, and as a courtesy, was returned to the address the consumer
entered on their accountThis is not our stated policy, which is that items
will not be returned (http://www.textbookrush.com/help/faq/buyback-faq.aspx). Even though we shipped the item as a
courtesy, it does appear that FedEx was unable to deliver itThis item has not
yet been returned to usWe cannot assist the customer if he provided a
address, which would also be a violation of our terms and conditionsFrom our
FAQ page:
Books with any of the following characteristics would be
unacceptable and would not be returned: moldy, badly stained, liquid
damage, copies with missing pages or obscured text, advance reading copies
(ARCs), and uncorrected proof copies

Complaint: [redacted]
I am rejecting this response because these books do not contain marks that obscure the text of the book. In fact these books in the same condition were sold to me from other book dealers so obviously they are sellable as I purchases them and had not problem reading them. I think they are pulling a scam to get used books without paying for them and then selling them at a profit.
Regards,
[redacted]

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]###-###-####

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. In addition, I would like the textbook sent back to me.

The customer is correct in their description of the issue. They quoted us the US Student Edition of "Abnormal Psychology in a Changing World" on our online Buyback portal. However, when we received the item, we found it to be the Instructor's Edition of the text. These are similar books, often...

looking the same, but have additional information for the instructor of the class. They will have a different ISBN. Instructor's Editions are usually worth a bit less than the US Student Editions, and in this case it was about 20% lower in value. We did process the Buyback for the item received. This is as stated on our Buyback Terms and Conditions, found online here: http://www.textbookrush.com/help/policies/buyback-terms.aspx We paid the customer for the exact item received, and as such have followed our policies listed online.

The consumer does not seem to understand the issue nor our response. Neither we nor the USPS is saying that the tracking number is invalid. The USPS has only one message when either an invalid or unused tracking number is entered: "Not Found". The tracking numbers that our system generated are valid USPS tracking number we specific to our account with the USPS. The issue is not with the tracking number on the pre-paid label, it is that the package with that the pre-paid label was attached to. The package was not scanned as received by the USPS, so we have nothing showing it was actually handed-off to the USPS. There is no record of it an "acceptance scan", or any intermediate scans as it was being shipped to us. Regardless of the lack of tracking, the issue is that the books were not returned to us at the end of the rental period, and the consumer has been charged for the purchase of those books.We feel compelled to again point out the online warning shown when the consumer selected the USPS label, which covers this issue specifically. Because of our specific text explicitly stating the consumer is responsible for lost of damage packages, we ask that the Revdex.com close this dispute.
What
is the advantage of using FedEx over USPS Ground?
FedEx guarantees delivery in 1-5
business days. Each order shipped via FedEx is automatically insured up to
$100.00 per package. USPS Ground usually takes 4-14 business days to arrive. We
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.

the book company is not being honest why would I give them an address in ocala when I haven't lived there in over a year and the college I attended is here in orlando I appreciated the fact they sent the books back for free . But what has me confused is that the books never arrived at that old address I checked. So my question to them is were are my books if the books were returned tome we would not have this open claim? I will be mailing you some information about this case to give you a better understanding of this matter. The only way I will close this claim is to have my books returned or the orIginla quote for both books 150.00 other than those two ending options I request to keep this claim open until the Revdex.com review my documents.

We would like to clarify a few issues:
1)
The customer provided the incorrect address to
usOur online process for a Buyback requires the consumer to confirm the
address that the check will be sent to, and she then confirmed the
incorrect
address.
2)
The consumer was told to contact us when days
had passed, as our checks are valid for daysThe consumer was told this via
email on 7/16/2015, and I provided this information to the consumer
earlier todayShe stated that we told her that she needed to wait days,
which is not in the email communication we have
3)
The consumer was also shown today where our
website clarifies the "after days", but "not longer than days" Buyback policy. That can be seen here: http://www.textbookrush.com/help/faq/buyback-faq.aspx
Despite these issues, we informed the consumer today via Online
Chat that we had issued the complete payment via Store CreditThe consumer
refused to accept this compromise, and replied with "Keep itI'll seek legal
recourse." We regret that the consumer made that choice, but we have removed
the store credit as requestedThat offer to issue the complete payment via
Store Credit, which never expires and can be used on any product we offer
(textbooks, books, ebooks, consumer electronics, etc), remains our response to
this situation

I am rejecting this response because:  The customer service rep is giving him/herself WAY too much credit for providing quality customer service.  If anything, I'll research their corporate headquarters and forward all responses to them.  I'll do my business elsewhere.  Yes, I sold many books to them - the result of those books have contributed to several college degrees earned to show for it! As I currently pursue my doctoral, teach and continue my with my research projects, I will continue to buy the books that I buy from where I buy them and sell my books elsewhere!  I do not need or want this rep following up with this matter any further.  I do consider this matter closed as far as this rep is concerned.

I just wanted to inform you that complaint [redacted] was resolved to my satisfaction by the company.  The complaint is closed so I am not sure how to update it on my own.   Thank you,

Our response to the customer's Revdex.com Review is also applicable here: We've been in business for 15+ years and have had millions
of ordersThe customer is correct that we have had a handful of Attorney
General complaints and dozens of negative reviewsThese are a fraction of
a
percent of our overall order volume, but we still strive to resolve each
one. We do not know why they state that
we did not reply to their inquiriesWe have, in fact, communicated with the
customer several times in regards to this issue Four days prior to this review, we offered the
consumer a 50% reduction on the damaged itemThis was based solely on the
previous usage of this book, and not in regards to threat of Revdex.com or Attorney
General involvement The consumer
replied to us with:
"If I understand correctly this
would mean I am still responsible for an additional $100? If I had damaged the
book in any way I would pay the fee, but I did not damage it & should not
be responsible for any damage fee."
Our records show that the consumer was sent a book in "good"
condition, which is the next to lowest of the Industry Standard book condition
ratingsIt was returned in a condition that was no longer usable. If the consumer received a book that had been
so damaged in transit that pages were falling out, they should have contacted
us upon receipt of the item That offer
of a 50% refund remains valid if the consumer wishes to accept it

The consumer was sent multiple emails regarding the return process, and each one said that the "Due Date" was the day the item needed to be received at our warehouseAccording to the FedEx Tracking, the customer did not ship the item until Saturday, August 15th, when it was due on Tuesday, August 18thThe same FedEx Tracking shows that the item was not delivered until August 20th. The consumer was charged the extension because they did not return the item on time. We believe that the term "week" was clear, and is widely understood to be "days". The Wikipedia entry for "Week" states: A
week is a time unit equal to seven daysIt is the standard time period used
for cycles of work days and rest days in most parts of the world, mostly
alongside (but not strictly part of) the Gregorian calendar

To whom it may concern, After going back and forth with them multiple times this is the email I was sent from textbookrush.  CASE_ID_NO: [redacted] Hello - As a one time courtesy the Damaged Rental fee has been refunded. IN the future, if you receive an item with even the slightest damage it should be reported immediately. Thank you Scott Customer Support -Thank you.

The consumer states that they were not aware
of the charge
amount, nor did they provide authorizationThis is incorrectThe consumer
entered into a rental contract at the time they placed the order, which
authorizes the charges if the book is returned damaged, late, or not at all. Before they submitted the order, they had to
click a box with the Terms and Conditions of the Rental. The Rental Terms and Conditions provide the
buyout charge in bold text. The consumer
was provided the "buyout" fee prior to submitting their order, and it was
available at all times via their accountWhile it was not in the email, it had
been available throughout the entire rental period
We have looked at the rental history of the customer's
specific textbookIt was listed in "Used, Good" conditionGood is the next to
the lowest classification of book conditionBecause of the previous usage of
this specific textbook, we have issued a 50% refund of the consumers' "buyout"
chargeThe consumer should see that as a pending transaction on their credit
card account now
We would ask that in the future the consumer follows our
policies, and contacts us within days of delivery if their book arrives
damaged

they have not shown any proof that the book I sent to them was indeed an instructors version.

you have only showed the conversation o your end I have screen shots from he beginning to the end. I want my money back NOW you are a big scam! Still no books and NO REFUND

The customer created a Buyback online to sell us a used book for $27.50.  When we received the book, it was not in good enough condition for us to consider selling it a new customer. Our policy online is that we will not return items that are sent to us in non-purchasable condition, but as a courtesy, we shipped the book back to the consumer.  The consumer filed a claim with [redacted], which caused us to not be able to file a claim (you cannot have two concurrent claims with [redacted] on the same tracking number). We've stated that this caused the delay in our ability to file a claim on her behalf, but the consumer has not accepted this factual statement. As a goodwill gesture, we are issuing payment to the customer in the amount that was agreed to when they submitted the original Buyback ($27.50). The consumer's request to have us pay their original cost for the textbook us usurious.

The true issue in regards to this complaint has not even been addressed by Textbook Rush.  It should not be allowed as a part of doing business to not allow a consumer to speak directly to someone within the entity.  There is and continues to be no evidence that the book wasn't originally received missing the copyright page.  I completely understand the importance of a copyright page when it comes to book rentals, however, to just debit an account for $423 which is 4X the cost of the book is simply ludicrous.  It is a horrible way of doing business and if Textbook Rush is that hard up to make money that they resort to gouging an individual in this manner, then perhaps they should not be in business at all.  There needs to be a phone number given instead of only allowing communication via a chat email.  I will continue to let anyone know who may need this type of service to avoid doing business with this company.