TextbookRush.com

The consumer's statement of when we received the item was not part of our reply, and is both incorrect and irrelevant to the issue.  The USPS does not deliver to us, as we have such large shipments. They place them in our Postal Unit, which is like a giant PO Box. We pick them up and bring them to our facility, which is usually one business day later. However, we do not think that this had any bearing on the issue with their pacWe again point out that the package spent 5 days in a USPS Facility without any updates to the tracking. That is when we believe the problem with the package occurred, and would be another example of why we encourage the use of the FedEx labels with insurance. The consumer's Buyback would have defaulted to FedEx shipping, and they would have had to select USPS.  Please see the attached screenshot of that process.If the items are delivered to us at a later date as mentioned previously, we will process the Buyback. However, until that happens, there is nothing further we can do in regards to this Buyback.

We understand the consumer's frustration, as
it is also our
greatest frustration in Customer Service as wellThe consumer has the same
opinion as most consumers:
"(how am I expected to believe that someone else presumably
at the post office opened up my package and put different books in there.)"
While the great majority of packages we, as individuals,
ship and receive through the USPS have no issues, we can receive more packages
in a single day than the average consumer would receive in their lifetimeAlmost
every one of those packages contains a heavy, hard-bound textbook (or this
case, textbooks)Our experience over the past decade is that the shipping
process and equipment used by the USPS is more likely to damage a package than
FedExThis is why FedEx is our default and preferred shipping method (even
though it costs us more).
On our website, we state:
FedEx guarantees delivery in 1-business daysEach order
shipped via FedEx is automatically insured up to $per package
USPS Ground usually takes 4-business days to arriveWe
strongly suggest you purchase insurance when shipping your buyback to us via
USPS Ground, however optional insurance for USPS Ground packages is not an
expense TextbookRush covers
TextbookRush is not responsible for packages lost or damaged in transit
The consumer selected USPSWe deal with the USPS on a
regular basis to deliver us books that have been separated from their packages
This is the USPS "Loose in the Mails" processAdditionally, we receive
packages that have been repackaged by the USPS sometime during transitIn some
cases, we only receive the address label or an empty packageIn other cases,
we receive the package, but find instead of the items quoted by the consumer
the contents are other books, or other "mixed-up" productsCurrently, we have
a kilo of freeze-dried coffee, a pair of gun-range ear protectors, and dozens
of incorrect books that have recently been delivered by the USPS. We do receive shipments of the "Loose" books
by the USPS, and if we have one that contains items that were quoted for this
consumer's Buyback, we will issue paymentOtherwise, we refer the consumer to
the USPS if they purchase the recommended insurance

The complaint is twofold: 1) we would like a refund of the entire $423 charged to student's account and 2) complaint is in regards to the nature of how the business is handled by this company. Very poor business model and should not be allowed to conduct business in this manner. Charging students account for an outrageous amount of $423 for one textbook that can be obtained for about $75 is ludicrous.  Should not be able to get away with this and then not be available to discuss.  the page of the book that was missing could very well have been missing from the start and the benefit of the doubt should be given to the student.

The consumer's image of their invoice is not attached for us to see, and we assume that it contains Personally Identifiable Information which is prohibited by the Revdex.com. We cannot attach our copy of the invoice we sent with the book for the same reason, but the middle of the invoice has this information:CHILD DEVELOPMENT / SANTROCKInternational, SoftcoverEdition: 14The consumer clearly selected, paid for, and was shipped the International Edition of the text. That has the same content as the US Student Edition at a tremendous cost savings. However, and while we have made no error, we have sent the consumer a pre-paid return label via email to return the item AT OUR COST for complete product price refund. We believe that is a very fair resolution to this issue.