TextbookRush.com

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 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

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.

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.

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 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.

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.

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

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.

#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)."

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.

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.

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.

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.

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!

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.

The customer used USPS to return their rented textbook. Online, we provide a FedEx label as default, and recommend that anyone who uses a USPS label purchased their own insurance to cover loss or damage.  The last update to the USPS tracking is: December 11, 2016 , 8:46 am Departed USPS...

Facility MEMPHIS,TN38136  There has been no update to the tracking in nearly a month. The book was not received by us. As a courtesy, we have refunded the purchase charge earlier today. We regret that the consumer did not return the book according to our instructions.