TextbookRush.com

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.

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?

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 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.

Please see attached pdf. It appears that TextBookRush is conducting business unethically.Exhibit A: Order Acknowledgment from TextBookRushExhibit B: Actual book ordered.Thank you,

We can have tens of thousands of inbound and outbound shipments in a week. Almost all go smoothly, but a few each week do have some sort of issue. Packages may be lost in transit, damaged in transit, or arrive with missing or different contents than what the customer says they packed. The great...

majority of these issues involve USPS Shipping. We offer USPS shipping due to its convenience, but it is not our default shipping method and it is provided with a variety of instructions and warnings online because of the significant number of issues we have seen in the past.  These include the examples below: ·        This cautionary text is shown onscreen next to the button they have to “click”  to generate a USPS label:  “Convenient, but not insured or trackable. Your postal carrier can conveniently pick up your package from your home.” ·        Additional information about it is available if they select the “?” icon: “We issue a prepaid FedEx shipping label by default when you submit your buyback. The FedEx label will include insurance up to $100 per package. If a FedEx shipping label cannot be issued you will be issued a USPS shipping label. Insurance is not provided with the regular USPS shipping label. TextbookRush is not responsible for lost or damaged items, and you will not be paid for items we do not receive.” ·        Further information is provided on our Buyback FAQ page under the “Shipping” tab: http://www.textbookrush.com/help/faq/buyback-faq.aspx. “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.” We pay for the shipping costs for books sent to us, and FedEx is usually more expensive than the USPS. We gladly offer the more expensive option as our default because we have so many fewer issues with FedEx. As is our stated policy, we have only paid the customer for the item we received. We would recommend that they contact the USPS about the insurance we recommended they purchase.

We cannot locate the customer's transaction with the information
provided. We do not have that email address on file as a customer
account, and the only name match we have for the name provided is in a
different state. If the consumer can provide the order number and/or the
email address...

they used on the transaction we will gladly look into the
issue.

The consumer quoted us a book in "very good" condition. The actual item we received had a worn binding, dog-eared pages, and staining caused by some sort of liquid damage. We declined to purchase the book that was mis-represented to us.  We paid the shipping costs to get the item to us, and ask...

that the consumer pay the cost to return the item.  Our offer to return the item was a courtesy, as the Terms and Conditions of our Buyback process state that we will no return items for any reason. Our Terms and Conditions are available online here: http://www.textbookrush.com/help/policies/buyback-terms.aspx.Our offer to have the item returned to the customer is a limited-time offer. Liquid-damaged books, such as this one, are maintained in a quarantined portion of our warehouse to prevent the spread of mold. We can only hold it for a total of 2 weeks from the date it was received.   The consumer can reply to the email we sent him on June 2nd to make that arrangement.

The customer entered into a binding Rental Agreement for a textbook. As his rental term drew to a close we began
to send him automated emails with the instructions on how to print his label
and return the book
The customer contacted us by phone, left a message, and
we
sent him an email reply on 12/19/2015, explaining how to print his return
label
The customer emailed us on 1/7/(after the due
date, extension, and many warning emails) and has been given an option to
return his book to avoid being sent to collectionsHe has been told: "We need
the books back on-schedule in order to rent them for the next rental term
However, we do not want your money – we just want our textbook."
We have not had any response from the consumer, and we are
not sure if this Revdex.com Dispute was sent before or after our response One issue is that the consumer has contacted
us by email using a different email address than the one that he used on his
accountThe customer placed the order using a Hotmail.com email
address, but has contacted us using a Gmail accountAll of our automated
emails for the rental reminders have been sent to the account he used to place
the order (Hotmail.com). While the customer has stated
"The poor, pitiful, unsatisfactory customer service and lack of organization
practiced by this company Textbookrush is what has caused me this unpleasant
experience which seems is going to be extended by the present dispute", we
think that most of the issue may be due to him not keeping up with the many
emails we sent him for his rental return.
We have dozens of customers with similar issues, but we have tens of
thousands who have rentals at the same time who have returned them without
issueThe process works fine for the great majority of our consumers
We ask that the consumer immediately review the email we
sent to him on 1/7/and follow those instructions to return the book and
avoid collections. That offer is valid
for a limited time, as he is already very late with his return

The consumer rented a textbook from us that was listed in "Acceptable",
our lowest level of conditioningWhen we received the book back at the end of
the rental period, our Processing Team found dark stains indicating moisture
damage and possible mold spores (see attached images)Our facility is a large
book warehouse, and as such we treat mold very seriouslyBooks in this
condition cannot be received and stored with other books, as the mold may
spread from book to book. This rental book was rejected and the consumer
was charged the "Buyout" fee as provided to them at the time of the
rental. This is because we can no longer
use the stained book they returned, and we have to purchase a new one from the
Publisher to replace it. We are
returning the damaged book to the customer as a courtesy
When the consumer contacted our Customer Service department about the charges,
they told us that the stains were on the book when they received itOur Rental
Terms and Conditions (http://www.textbookrush.com/help/policies/rental-terms.aspx)
clearly state to contact us if a damaged item is received: "If you receive an
incorrect item or damaged product due to our error, please contact
customer care and return the item within days of order." We have no record of any contact from the
customer, and they state that they did not contact us during this time
However, after reviewing the issue with the customer, we did issue a 50% refund
of the damage chargeWe feel that this is a fair settlement since we no longer
have usable text and have to replenish our inventory

The customer is mistaken in regards to the charges. With tax, his charges were $10.88 each, and add up to $21.76, not the $19.98 he mentions. Both have been previously refunded as a courtesy. We believe that the consumer is responsible for reading the Terms and Conditions of a contract, and as the...

books the consumer rented were legal in nature, we hope that this has edification has been useful for him in his career.

We show that the consumer quoted us two items that totaled $35.09.  We
show that we received and paid for two items, and that payment was
$35.09.   The payment was issued on 4/4/2016, so we believe that the
consumer had reached out to us while the package was still in...


processing. We believe that the previously-made payment resolves the
situation, but welcome any clarification from the consumer if there is
still any open issue.

The consumer has left out the key issue that
has caused the
problem. The consumer printed the same
shipping label twice, and applied it to two different packages, and shipped
those two packages with identical copies of the same shipping label with the
identical USPS Tracking Numbers. The
United States Postal Service cannot provide or update tracking information for
two different packages that have the same label/tracking number, and only the
details of the first item will be shown in their system. While we believe that most individuals know
that they cannot use the same pre-paid shipping label on multiple packages, we nevertheless
provide explicit instructions on our website regarding this:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
You can request as many free labels as you need, but please
use a unique label for each package
When our agents referred to the item being lost in a
warehouse, we were referring to the USPS "Loose in the Mails" facility in
Atlanta, not our warehouseThis office, previously, known as the Dead Mail
Center, is where undeliverable/non-returnable items go.
We do not doubt that the USPS did tell the customer that
their package has been delivered, as one of the packages had beenWe received,
processed and issued payment for the on package we have receivedThat payment
was issued on May 6th,
While the USPS cannot track the second unique label, it does
have our address printed on it, and our systems can scan our barcode. If the USPS is able to deliver the item to
us, the package will be scanned and processed
We hope that this clarifies the situation that the consumer
has complained about

The customer has already been sent a pre-paid label to return the rental. We ask that the consumer uses the pre-paid FedEx Ground Label and ships the item immediately.  The charge for the non-returned item will be refunded (minus the $9.99 late fee) once the item is returned.

Even though the company said they mailed out me a check I have not received it why cant they put a stop payment on the check an issue me a new one with out waiting so long they still have my book which they received why can it not be the same for me I am a customer I went through a lot with this company  I did buyback for a reason to give them my book and they were to pay me for it  right after why as a customer am I being punished to have to wait so long why cant they stop payment on the check.

In some cases, a hold of $1 is applied to test the validity of an account before the sale is authorized and charged.  The pre-authorization will expire in a few business days, and you will not be charged the extra dollar.  Since each banking institution handles these charges differently,...

if you would like a more detailed explanation of pre-authorizations please contact your bank directly.We have nothing to refund, as no money was collected by us.

The customer provided the incorrect Buyback transaction
number in her Revdex.com complaintHer Buyback is actually Buyback #[redacted].
We received her Buyback and issued payment on 7/29/via USPS regular
mail. She contacted us by phone in
August, and was
informed that our checks are valid for days, and to contact
us back when that time has expiredWe ask that the consumer email us
immediately at [email protected]
regarding having the payment re-issuedWe would like the consumer to reference
the correct Buyback # ([redacted]) and provide/confirm her mailing address that
the check can be re-issued to

We understand the consumer's frustration, as we have the same issue on our wide.  We have no record of the email they show ever reaching your email server. The only email we have from the consumer or anyone with the consumer's last name in that time period is the email we referenced earlier that was sent on 1/6/2017.  That email text is below. We replied to this email the next day, and provided the consumer with a resolution that goes above and beyond our Rental Terms and Conditions. We have provided the consumer with an opportunity to return the late textbook for a refund minus a $9.99 late fee. This is despite the consumer not return the book on time, and stating that they would dispute the charge as fraudulent. We just want our book back, and will be glad to refund the consumer once it is received according to the instructions provided.Again, this is above and beyond our stated online policy and the Rental Agreement she entered into when she made the Rental order.

The consumer purchased the book from one of our Marketplace Sellers, not us directly. The marketplace seller actually has "International Books" in their name. Additionally, the book was listed with this description:"Brand New International Edition, Perfect
Condition. Printed in English. Excellent...

Quality, Service and customer
satisfaction guaranteed!"The consumer selected a lower cost International Edition of the text, and that is what he was sent. If the consumer wishes to return the book, he has been given the address of the Marketplace Seller to ship it to.However, we would ask him to consider keeping the item, as the International editions of the texts have the same content (different cover and ISBN), and are a great way to get the same knowledge at a lower price.

This business is advertising that they will accept books, then does not accept them despite their website still saying weeks later that these particular books will still be accepted. That is false advertising in and of itself, and is completely separate from their disregarding their own terms and conditions. The books were in good condition with no "manufacturing defects". I have full confidence that Textbook Rush still has these books or sold them themselves because there was nothing wrong with them.  In regards to the shipment of the books, we have no control over USPS and the address we provided was correct at the time we provided it. Textbook Rush's refusal to look up or provide tracking information makes it even more clear that the books were never sent to us after being denied on false grounds.