TextbookRush.com

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.

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.

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.

Can the consumer please provide us with the order number or the email address they used to place this order? We'll be glad to issue the $10 credit - we simply don't know who this customer is.We provided this statement on the first Revdex.com notice:  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.Since then, we have done a search of our email traffic for the past two months for her name, and we did not find any results.  We cant credit an order until we can find it.  We literally have millions of orders, and cannot manually track her down. The order number or the email address they used for the account are unique identifiers.

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

Please withdraw my claim.

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.

The customer makes a couple of points. First, we’d like to clarify that the consumer was provided the option to have their book returned to them. There may have been some timing issues between their Revdex.com complaint and our email exchanges. The second, and more important, issue is what we rejected this...

book. Simply put, we were not able to confirm that this item was a copy of the text authorized by the publisher. We are very careful and strict about the books we buy and sell, and take all Intellectual Property Rights issue seriously.  In this case, we did not feel comfortable purchasing this text. We do cover this on our Buyback Terms and Conditions page: http://www.textbookrush.com/help/policies/buyback-terms.aspx All items are inspected by us upon receipt. You understand and agree that if, in our sole discretion, any item is determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and destroy the item without payment to you and without giving rise to any other obligation to you. You also understand and agree that we will not return or otherwise distribute any items determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party. You will hold harmless and indemnify us for any claim arising from the receipt of infringing or otherwise unlawful goods from you. We will await the consumer’s answer about returning her book.

I have NEVER sold anything to your company so how was I trying to violate your policy? I forgot my password for the pne acct so I made a new one but I have 2 emails and a school email in my life which has nothing to do with your policy. I want my book back. I have a buyer and I need the money. It is not your property to choose to recycle. Besides using the flashcards I have never used the book I want it returned to me.

#1) The undeliverable book: We have reviewed the emails from
the consumer and the Marketplace seller who shipped the item, and the item is
being returned as "undeliverable" from the USPS to the Marketplace SellerThis
has been almost months in transit, so we have issued a
refund to the consumer
today. The consumer did receive all of
the other items on the order, so the issue as not with her address or anything
she did on the orderBecause of this, the refund has been issued (product
price + shipping costs)
#2) The version of her rented text: When a customer selects
an item to rent (not purchase) a message is provided on the screen that
explains that rentals may be any multiple versions of the text. Here is the message the consumer was
presented a couple of times during her transaction:
Rental notice: Rentals are selected from available inventory and
may be new or used copies of a U.Sor an international editionAny
international edition selected has the same content as the U.Sedition, but may
have a different book cover and jacket designUsed books and international
editions may lack CD's, access codes, and other supplemental materialsSome
rental items may ship separatelySee additional terms and conditions for
rentals
The version of the
text sent to the consumer was one of the alternative editions, checked to be
page-for-page the same as the US Edition.
International Student Editions are perfectly legal for sale and use
within the US pursuant to the US Supreme Court decision, "Quality King
Distributors, IncvL'anza Research International, U.S(1998)."

Hello and thank you for your time and help regarding this matter. Text books are very expensive for those of us that are reliant upon financial aid to get through school, so anytime that a student can find a cheaper avenue of getting a text that they need for class is a relief.  This is why it is extraordinarily frustrating to have a company misguide students.  It puts an added stress on students that compounds upon the stress of going to college.  Had I known that the book I was ordering was not the book that I needed, and was not the book that was being represented on the webpage at textbookrush.com, I never would have purchased it and wasted precious time of a class.  I have a quiz today on the first few chapters on this book, and because of the misrepresentation of textbookrush.com I will now likely get a poor grade.  I will likely get a poor grade on the next few as well due to the inconvenience of not having the book.  Thank you again,PS. Attached you will find the screenshot from my phone of the textbookrush.com page where I ordered the book by looking up the ISBN number, as well as a picture of the book's ISBN number from the book that I was sent.Hello again, I thought that this would be helpful.  This is the receipt for the order I placed, the IBSN# that it shows on the receipt clearly does not match the one that I was sent. Thank you again for your time,

We appreciate the additional information the customer has provided, as it does help to pinpoint the likely cause of the issue: The customer is addressing two types of returns. One is an RMA return for a refund within 30 days.  We do not provide a pre-paid shipping label for that kind of return. The customer created RMAs (Return Merchandise Authorizations) for both of the orders back in August.  We did not receive any items from either order for the RMA return. The other type of return is when a rental term is over, and the rental is being returned before the due date. The customer states that one order was returned to us as a rental return, but we have not received that package either. She states: “The two books were shipped back to textbookrush in separate boxes (since they were separate orders) in the green textbookrush boxes that they were sent to me in. I included the shipping label on the outside of the boxes, and paid for the postage myself.” We are confused by this, as our rental return labels are pre-paid, and do not require postage. For Order # [redacted], the customer has two labels generated for the rental return. Both are FedEx labels. There is no USPS return label generated on this order. Neither FedEx label has any tracking showing online – not even an initial acceptance scan. For Order # [redacted] the customer also has two FedEx labels, and no USPS labels. One of the FedEx labels shows that it was delivered to us, and one of the books on her order, Fluency with Information Technology, was checked in before the rental was converted to a purchase. Personality Psychology Domains of Knowledge about Human Nature from Order # [redacted], and Social Problems from Order # [redacted] were not returned by the extended due dates, and have been converted to purchases.  If the consumer, as stated, took them to the USPS to ship them, we would again refer her back to the USPS, as this was done – as she confirms – on her postage.  We did not provide any USPS pre-paid rental return labels for her orders – only FedEx labels were generated on her orders. While we regret the shipping problems that caused the books to not be delivered to us, they were not our errors.

There are two issues with this consumer's complaintOne is
the order and item they received, and the other is the emails communication we
had with the consumer
I will address the order and item first:
When a consumer searched our website by either title or ISBN they are
provided
with every available option for the textbook. This can be seen at http://www.textbookrush.com/browse/books/For this particular ISBN, we have options to buy the book in both Used and New condition, and in both U.Sand International editionsWe also have options to Rent the book, buy it from our Marketplace sellers, or to sell the item to usFor this consumer's order they selected the lowest cost edition, the International EditionAt today's prices, a new International Edition is listed for $43.31, and the new US Edition is $We sent the version the consumer selected and paid for, and no error was made on our part with this orderThe consumer may return the item for a full product refund if they wish.The secondary issue is that the way we communicated this information to the consumerThe temporary associate who responded to both emails provided brusk and curt emails that did not provide the consumer with important information about their order, and we regret thatThat temporary associate has been released from their assignment just prior to my beginning this Revdex.com response. The consumer should have been told the below information which is our standard explanation of the International Editions (see text at end of this reply). We feel very strongly that our International Textbooks are an excellent way to get same information at a fraction of the cost of the US Student textbooks (in this case, about 1/5th the cost). I encourage the student to keep the book that is at an 80% discount to the US Student Edition, but if they wish to return it, they may just contact us and ask for return instructions.International Edition Text: Here at TextbookRush we guarantee the international edition (IE) to be identical to the US edition in content. All page numbers and problem sets will correspond. In most cases the primary difference is in the binding. IE's are usually softcover, whereas most US editions are hardcover. Also, the IE usually has a different cover image than the US editionIf you need the supplemental material, you might want to consider a brand new US Student Edition.The IE originally came with a different ISBN, but it is sold in the United States under the US ISBN. This makes searching for these additions easier for our US students who would otherwise have a hard time finding these items. In very rare cases the IE may have slightly different end-of-chapter material (e.g., cases studies). Such differences should be indicated clearly in our listings. We think you will be very satisfied with your purchase of an IE. They are a great way to save money on textbooks.For additional information about IE textbooks please visit our International Edition FAQ found at: http://www.textbooksrush.com/books/information/ieinformation.aspx

The FedEx tracking number does show that the item was delivered in Ocala.https://www.fedex.com/apps/fedextrack/?tracknumbers=9241992700110628809257...⇄ - is the link showing the delivery.  That link does not provide any personally-identifiable information, so we believe it is appropriate for this forum.We regret that the consumer made the error, but we returned the book to the address she selected. While we are empathetic, this particular issue is solely of her doing, and we cannot assist her further.

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. This is why we recommend that consumers purchase insurance when shipping via the USPS. We have extended an offer to the consumer to send us a replacement text, and we will refund her the purchase charge, minus a $9.99 late fee.

The consumer has provided us with her online receipt from for a purchase in 2014 she placed through her school. We have no way to verify that the school listed the textbook correctly.  We have no way to verify that the 3rd party company that school used to process the order processed it correctly. We have no way to verify that the book the consumer received in 2014 and used for her class was the book that was shipped to us. We had no involvement with this item until the package was delivered to us in March of 2015. We are only able to address the item we received.  The item we received was not the full and complete set that the consumer quoted to us, and as a courtesy, we shipped it back to her at our expense.We would also like to clarify that there is no "refund" involved with this transaction. The consumer did not purchase this item from us - they purchased it through their school. The consumer created a "Buyback" order online to sell us an item. When we received it and determined that the item we physically received was different than the item quoted, we returned it to them. There is no refund due to either party.The consumer sent us an item, and we returned it to the consumer as a courtesy. We paid for the shipping to and from the consumer to us.Since the consumer's item is back in their possession, we consider that they have been "made whole" at that the transaction has been completed in a fair and reasonable manner.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I thank both Revdex.com and Textbook Rush for their time in this matter and truly appreciate the resolution. Have a Happy New Year!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I do although believe that other deceiving practices on your website need to stop. Listing an item as being located in AZ, In may be mistaken as Arizona making the customer believe they are purchasing something from within the United States, Not INDIA. When dealing with international vendors shipping, language, laws, and business practices change drastically. Plus the cost to ship an item can be much costlier. You should separate your international supplies from domestic suppliers on your website or face further issues in the future.

The consumer contacted the Revdex.com before the packages reached our warehouse.  Both Buybacks were received into our warehouse yesterday,
October 5th. Both have been processed and will have payment issued via
PayPal today, October 6th. We are within the stated timeframes provided
to the...

consumer.

The customer also left a negative review on the Revdex.com website, and as that was received earlier, it has already been responded to. We will provide the same response here.The customer sent us 5 books, and we were only able to purchase 2 of them. The other books were simply not in a condition we would...

feel good about selling to another consumer. One was a work-book type text, and had too many of the answers filled-in. The other two, as mentioned, had such significant water-damage/stains. The customer is inaccurate when she stated that we would keep those books. She was told during our chat (by a real live person in our Ohio office) that we would be willing to return the books to her if she paid the shipping expense. The customer used our pre-paid label to ship the books to us, and we believe that asking her to pay the return shipping is only fair. That offer stands, but only for a few more days, as we have limited space to store rejected items. She can contact us by email for the details.We regret that this customer had a negative experience, as we want every experience to be quick, easy, and painless. The great majority of our Revdex.com issues have been due to an error or lack of following instructions/recommendations on the consumer's side, and we have tried to explain that in our responses. We strive to make the process as easy and error-proof as possible, but in this case, our information posted online was not followed. The negative reviews on the Revdex.com site, while a concern for us, are a small fraction of our millions of orders in the same time period. While the vast majority of consumers have had a good experience with us, the motivation to leave a positive review is always much lower than the motivation to leave a negative review.