TextbookRush.com

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

  I am pleasantly surprised that this was resolved so quickly and easily, and I am very grateful to the Revdex.com for helping me with this issue.  Also, thank you to TextbookRush for addressing my complaint.  It would have been better if they had addressed it before I had to contact the Revdex.com, but I appreciate the resolution nonetheless and when the refund posts to my account I will adjust my ratings and reviews of this company accordingly.

We think there may be a delay in the Revdex.com sending us the complaint, as this consumer chatted with us today prior to us receiving this complaint, and upon review, we issued a refund of $181.27 in relation to the damaged book on this order. We believe the case/issue is closed satisfactorily for both...

sides. If the consumer has a differing opinion, we ask that they contact us directly or through the Revdex.com to explain how we can further assist.

I am now submitting this not just as a complaint about the shipping but as about the rude customer service that this company utilizes. Further, I want to file a complaint about the fact that they are selling a non-transferable licensed product and buying their way out of it contractually with a statement to the effect of "not responsible for activation codes that don't work". This statement only serves as proof that they are fully aware they are selling a completely useless product. The product I received from them has amounted to a $25 drink coaster. I don't buy CDs just to add them to my collection of useless CDs! This is a all-too common practice by textbook peddlers and it needs to be addressed. I am quite certain that the sole reason none of them face consequences is because the $25 is not worth the time and effort. Well, to me it is in this case. If this company wants to complain about the "hostility" in my e-mails toward them, they should probably do a ton of QA work in their customer service department and stop trying to swindle their customers. I can provide a copy of the entire conversation with them concerning the shipping and intend to as evidence of their unwillingness to address the issue at hand therein. I have, thus far, not had the willingness to communicate with them in any way concerning the "uselessness" of my CD-Rom because given my prior experience I will just wind up in a conversation that will infuriate me and be right back here again anyway.

The customer created an online Buyback where she quoted, shipped, and sold used textbooks to us.  There was no issue with this part of the process. When the Buyback was completed, our system issued payment to the customer in the manner she selected (PayPal).  The customer had entered the...

PayPal ID (an email address) in our system as she completed the Buyback online, and we issued the payment to that PayPal ID. Payment was issued on 1/12/2017. Six weeks later, on 2/23/2017, the consumer contacted us about the payment, and through a series of emails, we figure out that she entered the incorrect PayPal ID.  What we did not know at that time was that the consumer had entered in an incorrect but valid PayPal ID.  The email address she provided was for another PayPal subscriber, and they have received that payment. Had the email address been incorrect and not an actual/valid PayPal account, the payment would have been rejected, and we would have been able to reissue it.  We cannot reissue the payment because our payment was successfully issued to the PayPal ID that the consumer entered (which was not hers). Basically, she instructed us to pay a 3rd party by giving us their PayPal ID in error. If that 3rd party returns the funds via PayPal, we will be able to pay the consumer (minus any fees we are charged), but it has been almost 2 months since the payment has been paid to the 3rd party, and they have not rejected/returned the funds as of yet. While we are sorry that this situation occurred, it was not our error, and we will not make a second/double payment.

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.

The consumer should have been sent the same images on 5/29/2015 as part of the email notification that their rental was rejected. The images I sent the Revdex.com are from her specific order. I cannot post an image that shows it on her order as that would have Personally Identifiable Information visible, but we can send that to the consumer if she wishes. She can reply to us directly.We do rent tens of thousands of textbooks each term.  Unfortunately, we do have issues such as this where books are damaged, and we need to charge the consumer for the replacement costs of the item.  Those consumers do often post complaints, but they are a small portion of our rental consumers. When a book has been used/rented multiple times we may be able to refund a portion of those charges.  In this case, this was a book in brand new condition on it's first rental. We cannot use this book again for any future rentals, and as such, the consumer was charged as per the Rental Terms and Conditions she agreed to.  That item is being returned to the consumer.  That is not our stated policy, but an action we felt was necessary since the book had been charged the purchase fee. She may be able to recoup some of her loss by selling that book to an individual consumer or a company that may not have the same quality standards that we have. We would again encourage the consumer to review the Rental Terms and Conditions posted online here: http://www.textbookrush.com/help/policies/rental-terms.aspx.  They include:Items received with heavy markings/writing or in otherwise damaged
condition will incur additional charges. Other damages include but are
not limited to water/liquid damage, loose/falling out/missing/torn/taped
pages, torn or taped cover, or spine damage. 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.

I will make sure that my fellow students know about my experience with Textbbokrush.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. That is if they send me a check as they said they would. I will wait and see if I receive a check as they promised.My claim with Fed-Ex was closed and denied from Fed-Ex on February 10th. The only reason I made a claim in the first place was because Textbookrush told me to contact Fed-Ex.

We have issued the consumer the requested refund, in the amount of $54.71.

The consumer has left out of the Revdex.com Dispute the key issue
for this consumer's non-delivered rental item.
From the consumer's own emails to us:
"I dropped off the item on December 5th approximately in a
[redacted] Drop Off BoxI just re-read the email reminder and I noticed
that your
instructions excluded dropping off any packages in [redacted] drop-off boxes due to
the possibility of delay or getting lost."
"Unfortunately I did not read the instructions carefully,
plus was unaware of the difference between [redacted] Ground & Express, but will
follow your instructions next semesters when I order my books again."
The consumer clearly understands the issue, and that we had
provided clear instructions on how to avoid itThe customer states on the Revdex.com
Dispute that the package is insured for $– but he does not reference what
we have already told him:
"[redacted] insurance only covers items scanned into the [redacted]
system as being in [redacted] possessionUnfortunately, this has not been the case."
We have not received the consumer's book, and there is no
update whatsoever showing on the specific tracking number for the consumer's
shipping label
However, the consumer states that he will be careful in
future rentals from us, and despite us not being whatsoever at fault in this
issue, we have given the consumer 50% of this rental purchase price as Store
CreditIt is available on his next rental or purchase through us (on the same
email address he used for the disputed order)We believe that this is fair
outcome for both parties, as we have not made any error in this transaction

Even after having emailed Textbook Rush and them having made a decision based on what they received and telling me that they would have just kept my returned books even if they didn't want to buy them from me, I was even more upset because I wasn't even given a chance to decide for myself if I could get my books back even having have sent them to them. I wasn't aware that there policy was that they could keep my books even if they didn't want them. Ok, I understand that's my error for not having known that. But without me even asking they write that it's a one time courtesy that they will return my books to me? What? What does that even mean? So you're saying even though I gave you my books you have the option of taking my books and keeping them even if I want them back? Also the tracking information they sent to me still says it's pending...I have gotten my books back but I will not ever return my books to this company.

Hello. I have been waiting for the company to refund my money before I responded. I did not realize you would be closing it before they returned my money as promised. Can you please reopen this so I do not have to open a new complaint?I appreciate your help on this matter.This message concerns complaint ID [redacted] against TextbookRush.com. Thank you,

The consumer has a very extensive Buyback
history with us
While our processes are designed for individual students who wish to sell
books, we have allowed her usage of our process for the creation of more than
Buybacks on our TextbookRush websiteOur stated policy online is:
Terms and Conditions:
http://www.textbookrush.com/help/policies/buyback-terms.aspx
Rejected books
Items that we are not currently
buying, or damaged, or are otherwise rejected because they violate our
purchasing guidelines will be discarded and not returned to youRead our FAQ
carefully to ensure that all of the items you plan to sell are eligible for a
buyback
FAQ:
Once you send your books,
they cannot be returned for any reason
http://www.textbookrush.com/help/faq/buyback-faq.aspx
However, because of the consumer's volume and experience, we
had allowed her to have some books returned as a courtesy, with her just paying
a nominal shipping feeThe consumer, however, has recently sent in multiple
Buyback orders with books that are in unacceptable qualityThe volume of her
unacceptable books became an issue for our processing and Customer Service
teams, so on July 14th 2015, she was sent this email:
Hello,
We will allow the payment for Buyback and Buyback Please note
this will be the last send backPer the terms and conditions we will no longer
send items back
The consumer's Revdex.com complaint is regarding a Buyback order
created on 7/30/2015, two weeks after the
communication that we would be returning to our stated policies on our Terms
and ConditionsThe consumer was given an exception to our policies, but when
they began to abuse that exception, it was revoked and they were notifiedThe
consumer is now bound by the same Terms and Conditions as everyone else, and
chose to send us books that were not in acceptable conditionThey will not be
returned, as stated to them via email

To Whom It May Concern:Textbook rush.com responded to me by saying they found out the book was lost in the mail, but offered no return suggestion.  I filed a missing package dispute with USPS regarding the book, and it is currently in transit to the textbook rush facility as of DEC 12, 2016.I am not in possession of the book anymore, but if textbook rush knows the book is on the way to them, why would they still charge me for the book?  Attached is further documentation to prove the book is lost by USPS.

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









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I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Yet I haven't received notification of processing or payment yet.

The consumer was sent images of the damaged book less than an hour after he requested them. Additionally, we have issued a refund or more than 2/3rds of the damage fee as a concession to the consumer prior to reviewing this complaint. The consumer should see both emails from us regarding a refund...

and a pending transaction on their account. We believe that this has been an equitable resolution to the situation (again, outside of the Revdex.com portal).

I appreciate the company's offer but I did not request to pay $220.95 specifically. If the company accepts I am willing to pay $80 because I am going through financial hardship and that number won't set me back as much.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I provided my home address to have the payment sent to me in the form of a check.

If the customer used our pre-paid rental return label they can look up the tracking on Fedex.com.  That tracking currently shows that the there was no scan or any update on the package. We have no record of receiving the package, and FedEx has no record of it being in transit with them.