TextbookRush.com

The customer rented a textbook from us, which was due on 12/18/2015. We sent the customer a brand-new copy of the
US Student Edition of the textHe was the first user of this particular
book. When he did not return in in time
we charged him an extension feeIt seems
that got his attention, as he emailed
us on 1/8/with a message that included:
"I apologize for the late notice as I have been overseas for close to a month
now and have completely forgotten to return my book."
We allowed the late return of the book so that we would
either avoid the charge, or refund him minus another $late feeThe
customer replied with:
"I am extremely appreciative of the offer you have made me!
I will have the textbook sent out and received to you before 1/20/16!"
We received the book on 1/19.2016, but rejected the book due
to significant water damageThis is when the consumer's replies become a bit
confusing:
1/19/– 2:PM: "The textbook I returned was in the
exact same, or very close too, the condition it was in when I received it,
which to be specific, was in fine condition."
1/19/– 3:PM: "When I had first received the book at
the beginning of last semester there was obvious water damage already inflicted
inside and outside the textbook." We
have no record of the consumer contacting us about the book being received in
such condition, and it was only brought up after he stated it was in "fine"
condition
He has also stated: "If the book contains water damages that
I don''t remember, or have forgot about, that prevent the further use of the
textbook then I will cancel my complaint to the Revdex.com."
We emailed the consumer the images of the damaged book, and
he has not yet canceled the Revdex.com complaint
We sent the consumer a brand new book and we received in
return a book that is worn, stained, and with damaged binding (see images
attached on the Revdex.com portal). We have the
item and will return it to him as courtesy, as it is now his to keepThe
charges remain valid, as we have both lost the opportunity to rent the book this
term (as it was returned more than a month late, and we have to purchase a brand
new replacement text at full price from the publisherAll actions we have taken have been either in
compliance with our Rental Agreement, or in favor of the consumer (i.e., allowing
the late return). As a final courtesy,
we are sending the damaged book back to the consumer at no chargeHe can
dispose of it as he wishes

tracking of that item since June 4th
(in Iowa). The third rental does not show that it is in transit at all.
It is possible that the consumer included the third rental in the box
with the second rental, and it is also lost in transit in Iowa, but we
cannot confirm this. We
deal with...

hundreds of thousands of rentals per year, and we do have
dozens of packages that are lost in transit. In most cases, they are
lost when in transit with the USPS, which is why we make FedEx our
primary pre-paid return label. We do offer the USPS labels because some
people are far from a FedEx office or location, but we warn consumers in
bold text that the USPS labels are not insured, and they are
responsible for purchasing insurance on them.   The consumer was presented with this text on each rental order when they generated their return label: 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 need our books back so that
we can re-rent them to other students. When the books are late, even a
few days, we miss the opportunity to re-rent them for the next term
(Summer Session, in this case). That is the purpose of the
Extension/Late fee ($9.99 + tax for an additional 10 days). If the books
are still not returned at the end of the late fee, the consumer is
charged the cost of a replacement text, as per the Rental Agreement. The consumer has multiple orders, and is in both stages of this issue with them. However,
we appreciate the consumer’s loyalty, and the reality is we only want
our books back. Since these books appear to be lost in transit, we ask
that the consumer follow-up with the USPS regarding the insurance we
recommended purchasing.   If they did not purchase the
insurance, we would be willing to accept a replacement copy of the
textbooks, and issue a refund minus a $9.99 late fee per book. If the
consumer wishes to take us up on this offer, we ask that they contact us
within one week via email to ask for the details of the replacement
offer.

The customer quoted us the US Student Edition of this text: Cognitive Psychology
Matlin, Margaret W.Edition: 8thHowever, what we received was the Eastern Economy Edition, made for sale in India and parts of Asia. It was a much lower quality book...

(paper, ink, binding, etc), and one that we cannot use.We are returning the item to the consumer at no charge as a one-time courtesy.

I have never received a tracking number for this book. Like I stated 2 emails ago. A $100 up charge is unreasonable. I feel like the company is not reading my emails and giving me canned answers as they have alot of problems with unhappy customers. I will never do business again

We have had several complaints about this
exact issue as the
consumer statedHowever, we have had hundreds of thousands of Buybacks during
the same time period that have gone without issue, and the complaints represent
a fraction of a percent of the BuybcacksDue to the consistent issues we have
with consumers who ship via the USPS we have taken the following steps:
·
We make FedEx Ground labels the default shipping
method for BuybacksFedEx does include $of insurance and has few problems
It costs us more, but we believe the benefits support the cost
·
We clearly explain the difference between USPS
and FedEx Ground to the consumer on our website:
o
http://www.textbookrush.com/help/faq/buyback-faq.aspx
§
What is the advantage of using FedEx over USPS Ground?
·
FedEx guarantees
delivery in 1-business daysEach order shipped via FedEx is automatically insured
up to $per package
·
USPS Ground
usually takes 4-business days to arriveWe 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 coversTextbookRush
is not responsible for packages lost or damaged in transit
·
The same
information is provided during the check-out process, and the consumer would be
shown this information for USPS labels on EVERY Buyback created:
o
"Convenient, but not insured or trackableYour
postal carrier can conveniently pick up your package from your home."
In this case, the consumer chose to disregard our adviceThe
items were not delivered to our facility as the customer states. The first step in our receiving process is to
weigh the items before they package is openedHer package did not weigh enough
to contain all of the quoted items When
her package was received it was missing two of the books the consumer quoted
(the most expensive and the least expensive) Since the consumer did not purchase the recommended
insurance, there is nothing we can do to assist her

The correct order number is [redacted], and
not the number
provided by the consumer. The consumer's
son placed a rental order with us, using his school email addressWe sent him
a series of emails when the item was coming due, with the title of the book
rented from us, and a pre-paid return label to send the book to us. The consumer returned our book to us on June
4th, closing his rentalHowever, the consumer generated a second
pre-paid return label, and also returned a book that was not rented from
us. We received that incorrect book on
June 9th. We sent the
consumer an email on that same day that had the subject line of "TextbookRush
Order #Wrong Item Returned". In
the email we provided the title, ISBN, and the cover-art of the wrong book they
returned to usThat email also stated "Please contact [email protected] directly for more
information."
We have no record of contact from the consumer prior to the
Mother's call on July 27th
By the time the consumer's mother contacted us approximately
weeks later, the item had been donated or recycled. The consumer wanted to know where it went,
and I explained that our donations and recycling are done in bulk, and not with
per-book recordsWe donate thousands of books and recycle many tons of books
each year
The consumer was angry that we did not have a policy online
about this, but was told that we can not have a policy for every possible
mistake a consumer would make.
The consumer sent us a book in errorWe sent the consumer
an email with the details and ask them to contact usWhen they had not contacted
us after a couple of weeks, the item was disposed ofWe regret that neither
the consumer nor the consumer's mother contacted us in timely manner, but we
cannot assist since the book is not available

The problem here is a confusing one, even for the FedEx CSRs that he and we have dealt with. The customer physically "shipped" the books to us, but he used our pre-paid FedEx label. This makes us the "shipper of record" in their system.  The consumer is able to initiate a claim with FedEx for a...

lost or damaged item, but when FedEx reviews that claim they are denied 100% because the consumer is not the account holder. FedEx does not allow more than one claim per tracking number at a time, so we cannot issue a claim until the initial claim is denied (which may take weeks). This is as frustrating for us as it is for consumers, and we have worked with FedEx to disallow the consumers from initiating the to-be-declined claims in the first place - but to no avail.   We completely understand the consumer's frustration at being bounced around and told different things by different people. We have had to explain this process to multiple FedEx front-line CSRs, as they are simply not aware of how it works in their system.  We're 100% certain of how this process works, as it is a painful one for us several times each year. That being said, we have issued the payment for the consumer, and we will pursue the claim process independently.  We do ask that the consumer contact FedEx and request that his claim be "closed", as that may speed up the process.

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

The customer did not provide an order number, and we do not have any account with the email address they provided. We were able to find a match their name and street address, however, and that order matches this transaction.  Our system shows the emails were sent to both remind her of the...

rental prior to it being due, and also when the rental returned to us was not the correct book. However, those emails were sent to the email address they provided to us, and not the email address they are using for the Revdex.com Complaint. We are unable to wait an additional 45 days for the consumer to learn if our item was returned to the other rental company. The book was due to be returned to us on December 20th, 2016. 45 additional days from now, with shipping time on top of that, would mean our book would not be returned to us until March, and we would lose the opportunity to rent the book for both Winter and Spring terms. We have reviewed the past rental history of this book (it was a used textbook), and have determined we can issue a refund for 1/3rd of the Rental Buyout charge. This will not pay for a new book to replace the item that was not returned, but we are still willing to do so.  We will also return the incorrect book to her at no charge. We have already issued the refund, and the book will ship early next week. There is no need to return the item to us when/if she retrieves it from the wrong company – that book is hers to keep.

As the customer has stated, they had a rental with us and
returned our book to the incorrect company. We do not offer additional
extensions, and since our book had not been returned by the new due date, it
was converted to a purchase.  We charged
the cost for a replacement book, and we are...

only able to order brand new texts
from our Publishers. This explains the charges. However, we do not want the
customer’s money – we only want our book back in a reasonable time. If they can
return our book to our warehouse by 1/22 (end of day), we will refund the
purchase price minus a $9.99 late fee. The consumer can contact us directly for
any assistance needed on returning our late book.

The customer was sent a Brand New edition of
the textbookThe 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 itemAs per the conversation with the
customer, we returned the book to her at no charge
We will compromise with the consumer by refunding half of the damage/buyout
price of the bookThis 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.I am the Director of Customer Care, and I spoke with the consumer yesterdayAt no time during the conversation did she mention any concern about the way she was treated previouslyRegardless, our calls are recorded, and we will have our Quality Assurance team review them for any issue

implying a week to be 7 full business days in not clear in your terms. If you want 7 full business days, you should say "7 full business days". I mailed them back the week before and according to FedEx, they should have arrived on the 3rd day - the 18th. I shouldn't be held accountable for FedEx's poor delivery and I shouldn't be held accountable for your poor wording on your return policy.

I initially received confirmation that my package had been received. There was no indication that anything was wrong with my shipment until I reached out a week later requesting status of my refund. I realize there is really nothing further I can do about this but just wanted to make sure that my complaint is documented so that others are mindful. I wish I had done my due diligence and read customer reviews before using this service.Thank you

The consumer rented textbooks from us in
JanuaryAt the
time of the rental and throughout the rental return process, the consumer was
provided the due date of the textbooks which was June 1st,
2015. The consumer was sent email
reminders throughout the month of May with instructions on how to return the
items and pre-paid labels for the shippingWhen the books were not received on
June 1st, the consumer was issued a 10-day extension for $per
book, and emailed the new due date of June 11th
Both online during the initial transaction and in the emails
we sent during the rental period, we state that due date of the rental items is
the day we need to receive the items by.
For example:
This text is from the email sent to the consumer
when they missed their first due date: "If your rental is not received by
6/11/it will be converted to a sale and you will be charged the buyout
price for each product not received."
From our Rental FAQ page (http://www.textbookrush.com/help/faq/book-rentals.aspx):
"If your books are not received by the due date, you will be charged a $
extension fee + tax which extends your due date by days."
From our Rental Terms and Conditions (http://www.textbookrush.com/help/policies/rental-terms.aspx):
"If an item is not returned and received in usable condition by the due date,
you will be charged 125% of list price + tax less the rental fee paid."
The consumer failed to return the items by the initial due
date, and was issued the extensionWhen the consumer's books had not been
received by the new, "extended", due date, they were charged as described in
the policiesThe consumer does have an item in transit to us, and once it has
been received in good condition and processed they will be issued a refund
minus an additional late fee (since the items are late for the 2nd
time)
Every step of our process has been according to our posted
policies, emailed instructions, and communication with the consumer

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I still suggest the business do a lot of QA work in their customer service department. If they don't like being reported to the Revdex.com, which they obviously don't since it's the only thing that got results, then they should stop treating their customers the way they do. Snide remarks in response to the Revdex.com are completely unnecessary and not in line with conducting yourself professionally, but that's beside the point. This business certainly doesn't have to ever worry about seeing me, or any of my friends, ever again. To the management and owners, may you get hit by a bus...

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Additionally, I understand that I will receive a full refund for the amount of the sale of the books from the seller.  Thanks for your assistance in resolving this matter.

We have reviewed the consumer’s complaint about the
textbook. That item was from one of our partner warehouses, and not one that we
inspected first. Based on the consumer’s explanation of the issue, and the
rental history of that book, we have issued the refund as requested.

We deal with a several million titles, and we have hundreds
of thousands of books in stock at any given time. Some of those titles we buy,
sell, and rent every day, and are very familiar with. Others, however, we are
not. The consumer sent us a title that we do not deal with frequently (our...

last
transaction on that title was more than 2 years ago).  We’re not sure what happened, but we think
either our system or the processor was confused by the title of the book (Mathematics
Grade 8 Teacher's Edition), because nearly all such texts are labeled as “Instructor’s
Editions”, not “Teacher’s Editions”.  Regardless of the reason, the book was rejected in error. The consumer quoted the item
correctly.  Because this was our error,
the consumer’s Buyback has been updated, and they will be issued payment via
check in the amount originally quoted 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 for your help.  I hope that the customer service people will also have access to this information to provide to other students who might rent this same book.