TextbookRush.com

We appreciate the consumer including the emails that they replied to.  These emails confirm that the consumer replied to "No Reply" emails during the initial portion of the the communication. Those emails have this phrase visible on each of them:This e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message. Please direct all inquiries to: [email protected]. Thank you for shopping with TextbookRush!We did not receive any communication from the consumer until after the book had been disposed of. While we regret the incident, we cannot assist in a situation where we did not receive any communication from the consumer.

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.

The customer selected a [redacted] Label to return their package. While we offer the use of a [redacted] Label, it is not our default ([redacted] is), and we suggest purchasing the optional [redacted] insurance because of the much higher rate of mishaps with the [redacted] versus [redacted]. This customer’s shipment does appear to...

have had some sort of mishap during transit with the [redacted], as the [redacted] Tracking Website shows that the package was last marked as “In Transit to Destination” on May 24, 2017, 5:33 pm.  There was no update to mark it as delivered.  We deal with tens of thousands of shipments each month, and while most go well, there are a few – mostly with the [redacted] – that are lost, damaged, or somehow become separated from the original packaging. When they are separated, the [redacted] may send just the package, may send the package and the book taped back together with a note that says “Repackaged by the [redacted]”, or may just send the books loose in an occasional shipment called “Loose In The Mails”. Sometimes they put the wrong book with the wrong package, which is what we think may have happened here. Unfortunately, we cannot accept costs associated with customer or [redacted] errors. This is why we suggest the insurance. If the customer purchased the [redacted] Insurance, we suggest they contact the [redacted] about the situation (and refer to the tracking number on their order that ends with “[redacted]”. Otherwise, we will be check the next “Loose In The Mails” shipment from the [redacted] for the possible inclusion of this book, and if it is returned, a refund will be issued. However, this happens rarely, so we do not want to mislead the customer with this being a likely outcome for them.

The rental items we sent the customer were sent in "Used –
Good" condition. The Study Guide was
received with pages marked and answers written-inThe Textbook was received
with water-damage/stainsWe know that fillanswers in a study-guide may
be signs of previous
use, so we have refunded the consumer for that charge
However, we have very strict standards regarding water/liquid damage, as it can
cause moldMold on one book can travel between textbooks in a warehouse, and
can ruin a significant amount of inventory in a short period of timeThe
textbook we received was no longer in a usable condition, and as such, the
consumer was charged the replacement cost of the book.
This is detailed on the Rental Terms and Conditions here: http://www.textbookrush.com/help/policies/rental-terms.aspx

In all fairness, this does appear to be a USPS problem, BUT now I have to spend time trying to track down this package. Is there a reason it didn't stay with FedEx and be signed for?

Textbooks are expensive.  In recent years, there has been an increase in copies of textbooks entering the market that are not authorized by the publishers.  In this case, the lack of the ISBN on the Copyright page made the processor feel that they were unable to confirm that this was a...

publisher's authorized copy. Out of an abundance of caution, the book was returned to the consumer at no charge. We paid for the shipping to us, and back to the consumer. Our right to reject books for exactly this reason is listed clearly on our website. At this point, the consumer's book has been returned to them, and, as such, we have no further action to take regarding this issue.We would like to clarify that we did not tell the consumer to take their business elsewhere in the manner stated. The text of the chat shows: ' You can sell the book to another company if you feel as though there is nothing wrong with the book you sent."

I appreciate the good will refund of half of the penalty. As per [redacted]'s options in our chat, I have purchased a brand new book that is en route to me at this time. I am willing to send you the brand new replacement book if you will refund the remaining half that you charged me (another $103 or so) and I receive the "refused" book in the mail. This would put you in a "better" situation than before you rented this book to us because1. You are receiving a brand new book in place of the "good" condition book you sent us.2. You received a rental fee for the aforementioned "good" condition book but will have a brand new book for your future business dealings.This enables us to only be out the difference between what I paid for the brand new book and what I can sell the "refused" book for as it is still in good condition (assuming we get the same book back that we sent to you). I believe this is more than fair to your company and is not as costly for us.

The customer has had their accounts closed and suspended for
violating the Terms and Conditions of our websiteThe customer has been told
this specifically and directlyI have personally had an online chat with this
customer to review the issues and have personally provided them
with
instructions to have their remaining Buybacks processedThe issue has been
thoroughly explained, but the consumer has not accepted our explanations:
When told via an online chat that they were in violation of
our Account Policies the consumer rebutted threats and arguments:
"Your company is WRONG...WRONG...WRONG!!!!"
"There are no MULTIPLE accountsI have sent emails to this
effect and according to your own TOSMy account DOES NOT fit into this
definitionI will TODAY begin to take actionFirst by filing a complaint with
the Revdex.com then contacting my friends at XXXXXXXXXXXX."
The customer has emailed us, we have responded, and he has
responded back to those emailsWe do not know what they consumer would state
otherwise
For example, the consumer emailed us on Monday, September
28, at 1:PM. We responded to the
customer on Tuesday, September 29, at 12:PM. The consumer followed our instructions for
payment to have books returned to him, and they are in transitThese are for
just two of the Buybacks that the consumer followed previous instructions to
detail to us via emailThe consumer failed to provide information on the other
Buybacks and send return shipping payment (we pay for them to be sent to us). However, as a courtesy, we will return all
items to the consumer in order bring our business relationship to a close
We'll return the books as a courtesy (some are already in transit). We wish the consumer
well, but we will not process nor return any items he sends on any future
Buybacks or accounts

The customer contacted us via our online Chat, and explained her concern about the damaged book. We reviewed her concerns and offered the consumer a 50% refund for that charge. The customer accepted that refund, as shown:"I am willing to accept the 50% but I am NOT going to pay the entire
charge...

that is ridiculous, given I received the book in that order"The refund was issued that same day, and should be either a pending transaction on their account, if not already posted to their account.There is nothing further to do, as we reached an agreement with the consumer outside of the Revdex.com portal.

I am assuming this issue is settled and I do not owe any money.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I just received back the textbook today, but I can absolutely confirm that this is not THE textbook that I sold to Textbookrush.

The company is acting as they gave good customer service and tried to solve my problem fast. It took multiple business days and endless emails and live chats to even get a person who wouldn't just disconnect or would not give me any answers. The business also charged me to get my own books back. I am extremely dissatisfied with their customer service and the fact that they would completely lie in order to seem like a better company when they are just a scam. I would like my money back for the shipping which was $11.97.

If it was three business days later I would've received it that Friday or that Sunday if we're talking about five calendar days, since the third was a Tuesday. When I chose the shipping it had dates listed next to it. The one I chose said Thursday the 5th. Now I guess that could mean a number of things, but one would assume that meant date of arrival. Which made the $11 dollars that tacked onto the price make sense. The "week and a half" that you don't understand means the next Tuesday that passed (a week) I still hadn't received it and it took a few more days till it arrived.My main issue is the book damage. There was duct tape on the bar code, but why would the entire spine need it too? It obviously already had spinal damage, which under yourcompany's condition standards would make the book unusable so it should have never been shipped to me. Now I wouldn't be surprised if you're reusing the book that you have deemed unusable. A page or two from the very back sources--that I can promise I never used in my calc 2 class--can be just as easily fixed like how you fixed the spine. I've rented a lot in the passed with Amazon (I even rented the same book through them for a full fall semester for calc 1, they didn't have duct tape on the spine and I used that book A LOT) and I've never had this issue before. Why? Because I take care of the textbooks I rent. If I would've known this was going to happen I would've gladly taken pictures to prove it.I will be continuing the dispute with my bank, because buying a book to send to you to get a refund isn't a refund. Clearly something with this business is broken if all the complaints sound exactly like mine, and I'm sure will continue to.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Also I would like to thank the person who reviewed my complaint once again and noticed the mistake. So if you would please forward my gratitude to that person, that would be wonderful. Thank you.











9/9/2015






Complaint

I submitted an order on 8/31/15 through this business for a textbook I needed for classes. I payed for expedited shipping (16$ extra) So that I would receive it before the long weekend. The order was submitted but my mailing address had been reduced to an 8 (and nothing else) and therefore the...

order didn't process so I was sent an email (not until the 2nd) . I responded to the email asking for correct shipping information on the 3rd (when I saw it finally) and received a confirmation of the updated information at 2:11pm that day. The Order was not shipped until the 5th and now I am not slated to receive the textbook until Wednesday the 9th even though I payed a premium for 2nd day air. I emailed them regarding this on the 5th and they did not respond until today at 8:41am today with this quote "CASE_ID_NO: xxxxxxxxxx Your package was shipped on 09/05/15 using UPS 2nd DayAir. The tracking number for your shipment is: xxxxxxxxxxxxxxx. You can follow the progress of your shipment at http://wwwapps.ups.com. Standard shipping can take 4-14 business days and may not have tracking updated until it is near the destination. Expedited shipping usually takes between 2 and 5 business days." Yet the order should have processed and shipped on the third. They claim to have "24/7 Their support page lists "Contact Customer Care 24 hours a day, 7 days a week at: [email protected]." Yet they took two days to inform me of the issue two to respond to my complaint, and two more days to send out what I ordered.







Desired Resolution

Refund the two day shipping as I am not receiving the benefits I payed extra for.

Consumer Business Dialog

the company doesn't want to take responsibility  for their actions instead of pointing out why you are right and I am wrong how about a simple apologize or are you there too big for that????

We received the email from the customer on
11/14/2015 at 10:46:38 AM EST. We replied to her about 20 minutes later, on 11/14/2015 at 11:05 AM. We are not sure why she did not receive the email, and suggests that she checks her junk/spam folders. Her...

email to us:I bought a book last
night for $109.60, which you charged to my bank account. Right above it I
noticed that an additional $1.00 was taken out, and my question is what
was it for? I know I did not purchase anything else so I would like my
money returned, I work very hard for my money and need that $1.00 placed
back into my ban account because I have other bills to pay as well, I
had just enough to buy this book and pay my bills but now I am a $1.00
short for my bills. I never received any email stating that you would be
taking out an additional dollar. I have photographic eve dense of the
purchase and then the additional money taken out. I want an explanation
and my money back. My account on here doesn't say that I purchased
anything else, just the book for $109.60. Our reply:Hello - In some cases,
a hold of $1 is applied to test the validity of an account before the
sale is authorized and charged. The pre-authorization will expire in a
few business days, and you will not be charged the extra dollar. Since
each banking institution handles these charges differently, if you would
like a more detailed explanation of pre-authorizations please contact
your bank directly.We hope that this clarifies it for the consumer. There is no action for us to take.

The customer did not provide an order number, and we do not have an account that matches the email address provided. We did find two accounts that match the customer’s name/address, but having two accounts is a violation of our User Agreement. One of those accounts has an order for three items, but...

the customer canceled them before they shipped. The other account has an order for two items, and one was a rental that has been charged the buyout fee, but the dollars and quantities do not match.  We simply can’t verify any of the details the customer provided. If the customer can provide the correct details for her order, we will be happy to respond.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.   It just makes me wonder why they told me per emails that I did send to you that they only received 1 book and their response to you was books.

I have not violated any terms. I have one account. If they want I can provide proof of identification just so I can show that they are lying. I wouldn't want to engage in business with this company anymore and have told every one of my college friends as well as put a bulletin out on campuses around the cities not to sell or buy their books from them. By the way TBR there is a little something you should know. 1.) The customer is always right. 2.) If the customer is wrong, refer back to rule 1. You have a terrible business model and HAVE NOT REPLIED TO ANY OF MY EMAILS. My email provider is Microsoft, I don't think they are the ones with the problem. Look in the mirror. I will now be escalating this further. You picked the wrong person to mess with.

There was no statement when selling my books to this company starting I had to show proof of ownership there terms and conditions  never state anywhere that they can determine my books are a fraud they have done this to many people as I read in there reviews all I was doing was selling some books that I had to make ends meet I also told them that how can they determine that these are not my books if they were sent to my address then how would I of stole them I'm just trying to get my money for the books I sold them or how can they even keep my books and say they are going to distort them when it's not there property