TextbookRush.com

The company is requesting proof of delivery for an item we
sent back to them on 12/1/2015. The USPS
website no longer has the record of that shipmentWe believe that this may be
related to the incorrect address that the company entered for their accountA
check for
another Buyback from this customer was returned to us because they had
an incorrect zip code on their account Shipping AddressOur records show that the
incorrect address was used from the creation date of their account (11/22/2015)
until just a few weeks ago (2/26/2016) when we contacted them about the
returned checkThis would mean that the bad address was on their account when
we returned their books as a courtesy
As frustrating as this error is for the consumer, it is not our error, and our
stated policy is that no books will be returned:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
What happens if I send a book that
you do not buy back?
If you send a book that we do not
buy back, the book will not be returned to you and will be recycledPlease
review books we don't accept
The company's books were returned as a courtesyTheir being
lost in transit is unfortunate, but was due to their address errorIf the
books are returned to us by the carrier (unlikely at this point), we will
contact the customer to allow the return shipping, but will ask that they pay
the cost, as we paid for shipment of the books to us, and then back to the bad
address (all for books that we did not purchase due to their being incorrectly
quoted/validated by the company that sent them to us)

The consumer agreed to our Terms and
Conditions by submitting the Buyback. Those Terms and Conditions state
repeatedly that books sent to us will not be returned for any reason. When the
books arrived to us, two of the three were books were rejected. One was not the
same edition that the consumer quoted. One book was noted as having “manufacturing
defects”. The third book was purchased and payment was issued. As a courtesy, the
two books that were rejected were shipped back to the consumer at the address they provided. The
books appear to have been undeliverable due to the consumer not providing us
with an accurate address. We firmly believe that it is solely the consumer’s
responsibility to know and enter their own address correctly on our website. The net result is that the books were not
returned to the consumer, which is again the policy that they agreed to by
submitting this order. There is no merit to the complaint, as the result of the
transaction is exactly as promised, despite our “above and beyond” efforts to
return the books.

The consumer rented an electronic version of the textbook
and was notified several times during the order and in the order confirmation
email sent immediately after the order was placed that this item was an eBook
The emails included links to our eBooks Rental FAQ
(http://www.textbookrush.com/help/faq/ebooks-faq.aspx),
which has the return policy as the first item:
What's the eBook return policy?
If you're not satisfied with any eBook that you rent or
purchase from us, or you cancel a class and don't need it, we offer a
day satisfaction guarantee that allows you to return it for a full refund,
so long as you are within daysYou may only return the same eBook once
for a refundIf you rent or buy a digital book after returning that same
book, no returns for refunds will be available
What the consumer refers to as "canned answers" are
references to this policy We
cannot get our money back from the eBook hosting company after days, so our
refunds are limited to that period of timeThis is clearly stated onlineOtherwise,
we are paying our hosting company and refunding the sale – the same as giving
the money awayWe're sorry that the consumer did not contact us during the
day refund period, but a refund is not possible at this time

The consumer did not provide an order number
for us to
referenceWe do not have an account for the email address provided by this
consumerThe consumer has listed a unique first name on this complete, and we
did find two shipments in our system that match her name and addressBoth
shipments were for orders placed on another company's website, and were not
rentals from us. Unless the consumer can
provide more information, we do not believe this issue is related to our
company. If the consumer can provide
more information we will be glad to review the issue further

I replied to the business as instructed and requested either another copy of the book be sent or a full refund.  I never received a response after that as previously indicated.

I (Director of Customer Care) met with the Returns Processing
Manager, and the Manager of Warehouse Operations regarding this specific textbook.
We reviewed it, and have determined that while it was indeed received with
water damage, it is still usable. We have reversed the decision of the...

original
processor of the book, and have issued a full refund of the Damaged Return Fee.

1) The address originally used on the account being listed as undeliverable is a result in policy change between USPS and the campus our store is on. We were not aware the zip code was undeliverable until we heard from the school.2) The books that we sent to their company were and are listed on their website to be bought. If they say they will buy the books, then refuse to buy books, but then also don't return them, they are stealing.I am only requesting that they prove the books were delivered. We are able to prove that they advertised they would buy the books and that they received the books. Unless they prove they returned the books, it should be considered theft.

We have been corresponding with the customer, but I don’t think we have adequately explained the situation, so we’ll try to do that here via the Revdex.com. We believe the customer sent us the correct book. However, that was not what was delivered to us. We can only process the books that we receive, and when her package arrived it contained a different title. While the great majority of shipments with the [redacted] have no issues, we do have a handful a week (out of tens of thousands) that have some sort of issue or problem. Just today we received a package that has the shipping label from Customer A’s box, but contained 15 books on a return from Customer B. Customer A’s book was missing. One box was shipped from [redacted] and the other was from [redacted], but both packages were in the same [redacted] Hub in [redacted] at the same time, which is where we believe the mix-up occurred. These are the most common complaints we have, but they are out of our ability to control. We do provide FedEx labels (which has built-in insurance on our shipments) as a default, and we do provide our recommendation for anyone who uses the [redacted] to purchase their own insurance. We provide the [redacted] labels because many customers do not live near a FedEx shipping location, and the [redacted] is their only local option.  Our emails with the customer stated that we received the package – and that it had not yet been opened. This is due to the pre-paid address label that the customer printed from our website. The address labels have a barcode that we scan as soon as they arrive, and that generated the automated email. We did not discover the discrepancy until later when the package was opened and inspected. That being said, we shipped the customer a brand new Constitutional Law book, and at the end of the rental period we received a used copy of The Manager's Guide to Statistics (ISBN: 9780979570483). We have not been able to match up the Statistics book we received with any other customer or complaint/inquiry.  Since the book did come in with the customer’s label, and their rented textbook was not included, we have accepted the Statistics book into our inventory and have refunded the customer our current price for that book ($90.22). We believe that this is a fair and equitable way to handle this situation where we feel that neither the consumer nor we (the company) were at fault.

The customer also contacted us directly about this issue, and we have resolved it outside of the Revdex.com Complaint.  The customer ordered an item from one of the Marketplace Sellers on our website, and ordered it with expedited shipping.  The Seller did not provide tracking for the shipment,...

and when asked, stated that they had changed the address as requested (which had not been requested).  When the seller did not respond to additional inquiries from either us or the buyer. When the seller contacted us earlier today, we decided to refund the order and provide the seller with a small amount of Store Credit to apply to the next order. The customer responded:"I appreciate it.  I was only looking for a status update and there''s no reason they couldn''t give me one since the item supposedly shipped.  I couldn''t wait an indeterminate amount of time to resolve this because we need the book desperately and I didn''t trust ebooksweb would get back to me at all."

This company needs to be held accountable for their unethical business practices.  My books were originally purchased from Amazon so I know they were legitimate in terms of "publishing."I have since contacted the attorney general's office and have decided to take such a drastic step because this company had no intention of returning my books as they promised via an email. They make their money by falsely promising a purchase price and then steal the books...while claiming the books were not able to be verified. This is a scam and unfortunately, it is not uncommon. They make money off of students who are living paycheck to paycheck and look forward to receiving a fraction of what they paid for their books from companies like these. I have never had any problems receiving mail at my residence. I know the postal worker well, and he informed me that no books were ever delivered. I will be investigating the "tracking number" the company provided me with and I refuse to let this matter go.

The consumer is misrepresenting my statements.  Our stated policy remains in place, and we will re-issue the check when it is returned, or 45 days have passed.

Hello,I have attached some relevant emails related to my complaint.Thank you for your help,

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.   Although, I have not received any money back in my account yet.

We agree that the Seller had not lived up to our requirements, and this is why the consumer was notified that a refund would be issued on 9/10/2016 (via email from us - not via the Revdex.com).  We see that the refund was issued on 9/12/2016.  The consumer has been given all of their money back, including shipping, due to the inability of the Marketplace Seller to address this issue adequately. Based on the consumer's continued Revdex.com complaint, we do not believe they are aware that a refund has been issued. We ask that they check their original method of payment to confirm this.  Based on that refund being issued, we consider the issue to be resolved.

The customer ordered the book on a 3rd party
website, not our site directlyThe consumer has emailed us several times, and
we have responded to each. Two of the
emails contained only "You guys sent me the wrong book" and was sent from the
name of the consumer on the Revdex.com
complaint, which is not the name on the order. We replied asking for the order information,
since we were not provided enough information to be of any assistanceAn
additional email was sent directly from the 3rd party company's web portal
and that email contains the order informationThis shows the version of the
text they purchased:
Here is the text of that email, with the consumer's
information redacted:
Customer Name: XXXXXXXXXXXXXX
Customer Email: [email protected]
Order Number: XXXXXXXXXXXXXX
Product Name: Sociology: A Brief Introduction
Product Code: [redacted]
Condition: New
Comments: Softcover, International Edition
International editionSoftcoverSame contents as US editionShips SAME or
NEXT business dayWe Ship to APO/FPO addrChoose EXPEDITED shipping, receive
in 3-business days (most US addresses) See our member profile
SKU: [redacted]
Issue: I received the wrong item
Message: Wrong book
We would simply point out that the message from the 3rd
party website shows that they did indeed order the "International edition
Softcover."
We made no error in the transaction, and sent the
consumer the exact book selected on the 3rd party websiteThe
consumer is within the day return period, and can contact us for return
instructions if they so wishHowever, we do verify that the International
Editions we sell have the same content as the US Student Editions, at a
significantly lower priceWe'd encourage the consumer to compare the text of
the book with other students, and to keep the bookIt is a great way to save
money

We do have higher standards for book condition than many other online book companies, and this item did not meet our standards. We are sending it back as a courtesy.

The account I provided is the same account I have used for many other transactions. For whatever reason it is not working. I would be happy to accept your resolution if you were to issue a check to the address I provided instead of using PayPal. Hopefully you can rescind the payment via PayPal since I obviously will not be accepting it, since you show the account being unregistered. I feel a check would be more appropriate at this point since PayPal has coused difficulties.

We understand the consumer's frustrationHowever, we do not understand how they can be certain that the error did not occur while the item was in transit with the USPSWe deal with dozens of such issues each monthWe see nothing to suggest that this anything different than those issues. If the consumer purchased the recommended insurance, we suggest they follwith the USPS.We would also like to point out that it appears consumer incorrectly quoted us the US Student Edition of the text, and sent us the International EditionThe customer has stated that they believe they received a different copy of the book (condition, stickers, etc), but not a different edition of the bookWe would additionally refer the customer back to our Buyback 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 you
Read our FAQ carefully to
ensure that all of the items you plan to sell are
eligible for a buyback
As a courtesy, we offered the return of the incorrectly sent itemAs detailed above, this was above and beyond the Terms and Conditions of the Buyback the consumer agreby submitting the transactionWe again suggest that they contact the USPS for recompense for the item based on their purchasing of the USPS Insurance

The customer has concerns about two
transactions:
1) Buyback # [redacted] – Cognition textbook: This
package was not delivered to us by the USPS until today, 12-2-The USPS
Tracking shows that it was delivered on 11-23-2014, which is a SundayThat is
the date that the USPS processed the shipment at their Bulk Mail Processing
center, but they did not make the item available for us to pick up until today
(along with dozens of other delayed packages)The item was received and
processed todayThe item was a different version of the text than the consumer
quoted us, and it is being returned today at no charge to the consumer. 2) Buyback # [redacted] - Apple iPad 2: This package
was also delivered in the late USPS shipment received today, 12-2-It has
not yet been processedAs it is being processed she will be sent additional
emails to update her on the status of the Buyback

It is interesting that the customer mentions his concern for fraud at the end of the complaint, as that is the reason we were unable to purchase the book he sent us. After reviewing the materials, we concluded that the materials the consumer sent to us may violate third-party intellectual property...

rights.   Therefore, we chose to not purchase those materials. Our Participation Agreement states that we will only buy authentic goods.  It also entitles us to charge your account for the cost of any return, to destroy inauthentic materials and to suspend or terminate your account for any reason.  However, we returned the book to the customer on the day we received it, and it is in transit. The tracking information was sent to the consumer earlier today, before we received this notice from the Revdex.com. We suggest that they check their email for the mail sent 8/18/2016 at 2:57:39 PM EST (48 minutes ago).