TextbookRush.com

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

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.

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.

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 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

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 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

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.

[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.

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

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 order confirmation clearly shows that the books that were ordered are not the international editions.  Copy of order confirmation was included with original complaint and I have attached another copy for you.If I'm reading their response correctly they are saying the order is for the international version, which if you look up the ISBN number they are not the international version.  Seems to be a pretty clear error by textbookrush.  They can send me the correct books and I will return the wrong books but they need to make this situation right.

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

We serve a very narrow demographic, and the great majority of our consumers are college students. We have found that digital mediums are preferred by most of our consumers for interaction, and they are much more efficient for us. Simply, most of our consumers prefer a chat or email, and it allows us to handle their inquiries much more efficiently. It is the direction we have taken our business over the past several years, with some, but relatively few, complaints.  This complaint from the consumer is no longer about a transaction, but about the way we manage a portion of our business, and as such, we ask that the Revdex.com closes this complaint.

Please withdraw my claim.

Complaint #1) Order # [redacted] was placed on our site, but
ordered from one of our marketplace sellersThese sellers are independent and
maintain their own inventory and pricing.
We do not know why they were unable to fulfill the order, but we have
issued the consumer a
refundWe were unable to ship a book from our own
inventory as their existing order was not in either our financial or inventory
systemsWhile we understand that it seems reasonable and simple, the reality
was much more complicated. We issued the
refund on 9/4/for an order placed on 8/25/We don't understand the
month delay she references hereThe customer did file a chargeback with their
credit card company, and that may have caused the delay in their returning the
funds to herWe would not have any visibility into that side of the
transaction
Complaint 2.) Order #[redacted], for the rented textbookIt
was returned to us with stained and rippled pages on the last 1/4th
of the bookThere were also pages that were stuck together, and the processor
chose that reason for the rejectionUpon review of the book, I feel that this
was the lesser of the two issuesThe book had been rented previously, and based
on that earlier revenue, we will issue her a 50% refund of the charge. We will also return the book to the consumer
at our expenseThey may be able to sell it to a different company or
individual to recoup some of the rest of the charge.We feel that this is a fair resolution to both issues

Checking addresses for an online order is an industry-standard consumer safety measure to prevent fraud.  If the customer received an error message of “Credit Card Declined - Invalid Address", it is because our system checked with the bank that issued your credit card to make sure their billing...

address matches what they have on file with them, and it did not match EXACTLY. We do not know the cause of the rejection, and as part of our Anti-Fraud process, we do not provide any suggestions to bypass this error message.While we regret that the consumer is unable to place her order due to this issue, we have confirmed with our Website Management personnel that the system is working properly, and that we have not seen any out-of-proportion increases in these errors. If the consumer has been unable to correct the issue with her bank, we unfortunately do not have any additional assistance to provide. The $1 "charges" are actually pre-authorizations, and not a payment that we collected. Those will expire soon, if not already, and we have nothing to refund her. Since we have no transaction with the consumer, and no money has been collected, we request that the issue be closed.

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.

First off, please do not refer to me in third person during our conversations. It is extremely unprofessional and disrespectful. I am speaking to you as TextbookRush, so I expect to be addressed by my name and not "consumer". You must be able to respect your customers in order to relate to their problems and care. I still am not quite sure as to why you are avoiding my question I have asked you so many times. You, TextbookRush, have been asked by me numerous times how it is possible that you received a package with MY tracking number on it, yet USPS has absolutely NO confirmation of MY package getting to you? That is the question you will fail to answer indefinitely because you know you are in the wrong. Even if the package I sent to you only had the books in it that you have said were there, my tracking number should have still been scanned in as received. Because for all you know that package is correct and so therefore needs to be scanned in as received and not lost. According to you, it technically is not lost. So it would have needed to be scanned in. The problem doesn't seem to be on my end, but yet yours. You cannot keep blaming USPS for your immaturity while handling customers products. It doesn't take a genius to figure out the scams that your company is trying to pull off. It's easy to see that what your company is doing is as follows: First, you receive your customers books at your TextbookRush facility. Second, you pick and choose which packages you will corrupt and scam. Third, you do not scan that customers package in as "Recieved" so that therefore it can still show up on their USPS Tracking Number account as "lost". Fourth, as long as that customers package is technically "lost" then if they purchased insurance through USPS they will be able to get their money back and your company still makes out with their textbooks and a happy customer. Trust me, the games your company is playing will not go unseen.