TextbookRush.com

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 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

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.

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]

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

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.

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.

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 wasn't aware of what email address I had to provide when I filed the complaint.  The one listed on my textbookrush account is [redacted]821 @aim.com and the order number was [redacted].  I used my middle name [redacted] in the account but don't believe them when they supposedly couldn't find my first, which is [redacted], since that's the name on my bank account.  The bank account they had no trouble taking money from.  If my middle name didn't match with the billing address and name why would they have accessed it?

The USPS has verified that the tracking number that I was given, is not a valid tracking number. The USPS cannot track the package, and TBR can not track the package. I did not make the tracking number up out of thin air, why is it that the tracking number that I was given is not a valid tracking number? As stated in previous emails from TBR, the tracking number that I was given should be trackable (see attached email from TBR), but it in fact is not (see attached). How can I be responsible when the tracking number that I was given by TBR is not valid?

The customer's transaction was completed in two steps. The 2nd step was completed earlier today. We ask that she checks her email for the latest update. The payment from earlier today completes her Buyback order and matches her payment expectations.

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

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

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.

The consumer has been in continued communication with us
today. They have not been charged the damaged item fee, and has made
arrangements to return a replacement copy of the textbook.  We believe that we have reached a
mutually-agreed upon resolution in this case outside of the Revdex.com...

portal.  If that is not the customer's understanding, we ask them to let us know either here or via the other email conversation.

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