TextbookRush.com

The item was returned to us with liquid damage, which is a concern for us due to mold growth and transference.  Due to this, we were unable to store/re-rent/sell the item. As per the conversation with the customer, we returned the book to them at no charge. We will compromise with the consumer...

by refunding half of the damage/buyout price of the book. This puts us at a loss to purchase a replacement book, but we have issued the refund as a goodwill gesture to this consumer.The refund has been issued.Thank you

We ship thousands of packages each day, and use a variety of carriers. We have an automated system that looks for the best value and delivery-time combination. In this case, the system determined that the FedEx Smart Post option was the best based on the weight and the destination. All Fed Ex Smart Post packages are delivered to the consumer  by the USPS - that is how the process works. We do regret that the USPS has made an error, but again refer the customer to her local USPS.

On complaint (ID[redacted]), I need to make a correction. The error is; I remarked the text book from "Michigan state" and should be "Minnesota state."I apologize for my error. Thank you for your time and consideration.

I emailed Textbook rush on January 4th and never received any response. If they want to try and say that I never contacted them, this just further proves how dishonest this company is. I attached a screenshot of my email. If textbook rush is willing to resolve this matter with some integrity, then I suggest answering customer emails. I will provide a follow up email and see if this will resolve the matter.

When I was instructed to send a "good" condition book or better with in 2 weeks, I was never given additional instructions. I sent a brand new book by Priority Mail which arrived January 8. to the address posted on their website. The promised refund finally arrived. I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

The book that was sent to the other book rental place is on it's way to Textbook rush.BookRenter has been good enough to respond to my request and is mailing the incorrect book they received to the proper facility.I will not now or ever accept that TextBook Rush can keep the books they received by mistake and/or not pay me what I have been charged by BookRenter.Especially when I can search on their site and the books show up.  I do not believe for a moment that they have recycled perfectly good textbooks, If this is how they want to do business then they will not get any more business from me or from anyone else in my family.So, no I do not accept their response.

As stated on our website
(http://www.textbookrush.com/help/faq/buyback-faq.aspx),
we can only process the exact item received, in the exact condition receivedThe
consumer quoted us a bundled set of a book and CDs (ISBN 9781259186400), and we received only the book (ISBN [redacted])
Rather than pay her far less than
she was expecting, we returned the book as a courtesyWe do see that the USPS
Tracking on this item took an unusual route to get to us (from Indiana to
Pennsylvania bypassing our facility in Ohio before being delivered)It is
possible that the package was damaged during transit causing the loss of the
additional items and any noted damage to the bookIf this is possible the
case, then the cosnumer would want to contact the USPS regarding insurance on
their packaged contents (if they opted for the USPS insurance as recommended on
our website on the same link as above:
"We strongly suggest you
purchase insurance when shipping your buyback to us via Media Mail, however
optional insurance for Media Mail packages is not an expense TextbookRush
covers TextbookRush is not responsible for packages
lost or damaged in transit."
We did not receive the item that the consumer quoted us, and
we returned (at our expense) the item we did receiveWe have gone above our
stated policies in this matter

his package was taped closed securely and wouldn't have come open in shipping and all those books you said where with his tracking label were in correct... I believe you have my son's book there and just choose not to further assist him... the book he said was worth over 100 I further believe that you guys just do this to people so you don't have to pay out... I read TONS of complaints after this happened and it there has been several people had this happen to them...

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Thank  you,

The customer has two issues:1) The issue of a cancellation vs return:The order was placed on a 3rd party website. We do not know the nature of the user interface on that website, but we do have the initial email we received from that company regarding this issue:Dear TextbookRush, The buyer of the...

following book has requested a return for the reason ''Buyer does not want item''. Buyer: (REDACTED) Sales Order No.: (REDACTED)Reason for Return: buyer does not want item Initiator''s Comments: I found it on Amazon in like new condition for only 97.00$ or 101 after shipping! Title: Abnormal Psychology Author: Barlow, David H. Your Book No.: 39736837 For
purchases placed on AbeBooks.com, booksellers are not required to
accept returns for the reason ''Buyer does not want item'', though we
recommend that you do so in order to provide good customer service. When
you receive the return, the buyer will be refunded the book price only. We do not know if the consumer was copied on this email from AbeBooks, but we did include their email in our reply to her. This email was sent to us on 1/19/2016 12:46:11 PM, the same day the item shipped. The consumer has sent us emails describing her frustration with us about the lack of the cancellation, but we did not receive a request to cancel the item, and we do not manage the user-interface on the website she used to place the order. We can only take responsibility for the issues within our control - and this was not.2) The shipping costs of the return of the item to us, and the refund based on condition.  2a) As shown above, we are not required by the hosting website to even accept a return, but if we chose to, the refund is to be the book price only. This is the policy and process of the website that she used to place the order. We do not have an option on their website to return their shipping costs - it is not allowed.  Again, this is not our website nor our policies.2b) I have noted the account to have the book brought to me when it arrives. We will inspect the book, and take into consideration any damage. We cannot address this issue before the book arrives.

The customer brings up two issues. One is the listing of the rental textbooks, and the other is the customer’s error when returning the rentals, and our method of communication with our ecommerce customers. We rent textbooks as an affordable alternative to purchasing textbooks from the campus...

bookstore. In order to make this affordable, we have to rent the same book several times. This means that one-time use items such as an access code would not be available on books rented more than one time. We clarify this with a Rental Notice we post on our website: “Rental notice: Rentals are selected from available inventory and may be new or used copies of a U.S. or an international edition. Any international edition selected has the same content as the U.S. edition, but may have a different book cover and jacket design. Used books and international editions may lack CD’s, access codes, and other supplemental materials. Some rental items may ship separately. See additional terms and conditions for rentals.” This is also addressed in our Rental Terms and Conditions which the customer agreed to when they submitted their rental order: [redacted] Supplemental materials Rentals are intended for multiple uses. Therefore, textbooks are not guaranteed to come with usable supplements such as CDs or access codes. Many supplements are one time use items, and supplements may not be included with your rental. The other issue is how we communicated with the customer regarding the wrong book that they returned to us.  First and foremost, we are an ecommerce company, and we require an email address to create an account or have any transaction with us. We sent the customer a total of 13 emails for this order – one for each step of the process, including emails to notify them of the incorrect item.  The email history is shown below:Where the email title shows “#{dynamic code} our system would pull the pertinent and specific information from the order details for the title of the email. The second email sent on August 17th had this text: We have received an item(s) for rental order number [redacted] which is not part of your order. Check-in indicates that we received:Please let us know if this item(s) was sent in error. Please contact [redacted] within 5 days for more information or this item(s) will be donated or recycled. Thank you, Your TextbookRush Team As the customer states, they do not check their email frequently. While that is beyond our control, we have implemented a step where we charge the customer a $9.99 (+ tax) extension fee that provides them 10 additional days on their rental. Our purpose in doing this is so that customer who might have ignored or not read the emails would notice the additional charge, and contact us. The customer did not contact us until September 6th,  weeks after the “within 5 days” email was sent, and after the extension expired and the rental was converted to a purchase. Our stated policy on the Rental Terms and Conditions is that we will not allow the “Purchased” book to be returned: “Please do not return any items that have converted into a sale as you will not receive a refund and the item will not be returned to you.” However, as a goodwill gesture we will allow the book to be returned to us in good condition by October 1st for a refund of the rental purchase charge minus a $9.99 late fee. If the book is not received and processed by us by that date, it cannot be returned.  More than a month has passed since the incorrect book was sent to us, and we no longer have it to be returned. We receive thousands of books per day, and rejected books are recycled in bulk. To recap, we cannot return the book that was sent to us incorrectly, but we can offer a refund minus the $9.99 Late Fee charge for the book that was not returned to us. We believe that this is resolution is more than fair since we did not make any error in this situation.

We have been in contact with the consumer since the Revdex.com case was closed. Here is the final response sent this morning:[redacted] - We do not have any record of this item being received. The USPS tracking you provided shows that an item was "Delivered, In/At Mailbox". We are a large warehouse, but we do not have a mailbox.  Our USPS deliveries usually come by a large truck to one of our loading docks. This is why are pre-paid labels have barcodes for easy tracking of each package as we receive thousands per day. However, even though I cannot confirm we have received the replacement book, as a goodwill gesture we have issued the rest of the refund today.Thank you

That works for us! We will send the customer another rental return label that is specific to her order so that her rental can be processed accurately. We will email this to her Comcast.net email address. We will notate her account so that the remaining refund will be issued when an acceptable copy of the below item is returned:Specific book to be replaced:Employment Law for the Paralegal Kerley, Peggy N.Edition 0ISBN: 0766815331We appreciate the consumer working with us on an alternative solution to the issue.

When a consumer creates an account on our website they will created a
"billing" address and a "shipping" addressThis is because
the great majority of our consumers are college students who have a permanent "home"
address as well as their school address, which may change frequentlyBy
default, checks for Buybacks are sent to the consumer's billing addressWe do
this because many students sell us their books at the end of the term, and
return home for breakTo make sure the address is the one the consumer wants
their check to be sent to, each and every Buyback created on our site will have
a screen that has this text- "We will mail your check to:" – followed by their
billing addressImmediately below their address is a button labeled "Change
Address" which would allow the consumer to enter a new address if needed. I have attached an image from this consumer's
account that shows this textWe have blacked-out her personal information and
added an arrow to where her address was shown.
The consumer may have missed this information in their haste to submit
the Buyback, but the Buyback could not have been created on our site without
that information shownWe believe that this settles the issue of the old
address as being one of user-error
Our policies about the – day reissue period are on our website. We understand that not all consumers may read
the policies, but this does not void them
Our website also clearly states that we will not re-issue a check after
days:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
It's been over days since I've submitted my buybackWill you
reissue my check?
NoWe highly recommend that you cash your
check as soon as you receive it since we cannot reissue a check more than
days after your buyback submission
The customer was told this on July 16th, 2015:
Please email us if
you do not receive your check within days from the original date of issue
and include your current address (or PayPal email ID) so we can send a new
check
Instead of contacting us at the
beginning of August when the days had passed, she did not contact us until mid-OctoberWe do not know
why
We did not make an error, but have still offered the consumer a
compromise that issues payment in full via Store Credit when our stated policy
is that no payment would be madeThe consumer has chosen to reject this offer
We believe we have made a good-faith effort to resolve this complaint in the
consumer's favor, and our offer remains valid until the end of October

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.  They promptly refunded me an amount they felt fair and I have agreed to accept it rather than argue why it is not. I just want to be finished.That being said, they were not friendly, helpful, or apologetic in their email. I will not be using this company again. They just don't give the high level of customer service they once did. Also, they don't get the orders correct anymore. I think they meant to be a great company at one time; the business has just gotten too big for them.

HAHA! Their response is completely bogus.  I'm happy though, I've already resold my textbook in excellent condition to Amazon.  This company has a business model of defrauding college students.  Revdex.com, please dig deeper because there are other victims.

According to what the business stated, I had a buyback for an item which contained a book and a CD. From what I am finding, they did not bother to look in the back cover of the book which contained the CD. I have attached my evidence that my book was properly quoted, then the company returned a book without a CD in the back page, and has severe cover damage. The only book that my school sells, is the one attached and it is the same book that I sent to them which was later rejected. For these reasons, I still expect a full refund in the original quoted amount. As you can see, the book from my order page contains ISBN [redacted] which is the book which I received from my school and was also the same book I sent for buyback. The CD component was also sent attached and unopened on the inside of the back cover. The company failed to look for the component, and they falsely returned another book to me under another ISBN which contained no CD component.

We apologize for the confusion on this order - it is/was confusing.  The consumer ordered two items, one of which was from us directly, and one from one of our Marketplace Sellers.  The item they ordered from us was returned, and a refund issued.  The item they ordered from the...

Marketplace Seller was not received, and has now also been refunded. The consumer used his credit card for part of the purchase, and store credit for part of the purchase. Today's refund was $33.08 via Store Credit (now available on his account), and $36.92 via credit card, which should show as a pending transaction on their credit card statement.  We apologize for the confusion, and the frustration.

We have millions of titles available online, and have had very few of these "pagination" issues. However, we do take it seriously, and have already offered the consumer a return for a refund of her rental. However, we know that would be inconvenient, and also looked into this specific book, and have...

found the below information for pagination.  If this is inaccurate or unacceptable to the consumer, we would suggest they return the book using the information we have already provided to them. Pagination Text:The “Human Learning” International Edition you have purchased is 16 pages ahead of the U.S. Edition. When your Instructor or Syllabus directs you to a particular page, simply add 16 to that number. For Example:Chapter 1 Begins        - US Edition: page 1- International Edition: page 17Chapter 2 Summary   - US Edition: page 34                                    - International Edition: page 50

We'd like to clarify consumer was sent an email that her
package arrived, not that both books were inside that packageThis was based
on the tracking number on her label – not the contents of the packageThe
email is sent as soon as our operations team receives and scans the
package –
before we open and inspect the contentsHowever, we have reviewed the [redacted] tracking on her package, and their recorded weight does show that both books
were likely in the box when the consumer shipped themWe do have multiple
complaints about this same issue, but we do have tens of thousands of rental
books that are shipped to and from us each school term, and the complaints are
a tiny fraction of the overall transactions