TextbookRush.com

The copy of the book we received was damaged, and not in a re-saleable condition The complete note about the description of the book stated: “The book that was received has too many pages with fillanswers and cannot be acceptedThe book that was received has damage to the binding and spine which has caused pages to fall out and cannot be accepted.” Our policy online, which is part of the Terms and Conditions the customer agrees to when they submit a Buyback, is that books will not be returned for any reason However, when possible, we try to hold rejected books for a few days to allow a customer to contact us Our email stated the timeline that the customer would need to contact us within (days) The customer was sent that email on April 16th, but did not contact us until May 1stDue to the time that had passed, the book had already been sent to recyclingWhile we regret that the consumer is frustrated, this situation comes from a book being sent to us that did not meet our purchasing standards as provided online, and then the customer disregarding the instructions in the email we sent them on April 16thDue to the lack of a timely response, the book was recycled and cannot be returned

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

We have two email threads with this consumerOne was back in August when they submitted their Buyback, and then again in December when they “found” their checkWe have queried our CRM system for any other emails from their email address, and we do not have any Our policies are clearly stated online, but as a good faith gesture we have given the consumer the same amount as the check in Store Credit, which is now available for use on her next purchaseThe customer will need to logon using her .edu email address/account / [redacted] Style Definitions */

We replied to both messages the customer sent usWe suggest that they check their junk or spam folders 1st Response: 3/7/7:20:AM Text: Hello, The item "Politics of the Presidency, ISBN 9781506367798" was added to buyback order as an errorWe did not receive this itemThanks, Sam 2nd Response: 3/19/12:58:PM Text: Hello, Thank you for contacting us regarding your Buyback OrderAfter careful review our Buyback depthas paid out for the correct items receivedWe only received one copy of the book...(Gapenski''s Cases in Healthcare Finance Pink, George HHealth Administration Press ISBN: / 1567939651)We did receive an extra book...(Politics of the Presidency Pika, Joseph AEdition: 9th CQ Press Book: / 1506367798) in the package with the other three booksAnd we paid for that one.That book is from another Buyback:that you have with usAt this time we cannot payout for items that we have not receivedAdditionally, the book in questioned was received and paid on a different Buyback from this customer: Buyback # [redacted] To recap: We answered both inquires, and we paid for the book in question on the Buyback it was received under - Buyback # [redacted]

There are two issues regarding this order: 1) Shipping/Delivery: The consumer did select the Day shipping, and one of the two shipments was late in arrivingEven though we shipped it on time, and the delay was out of our control, we have issued a refund for half of their total shipping fee (the other item arrived as scheduled)That was issued today 2) The Rental Item: The customer was provided the below text at multiple stages during the rental transaction: Rental Notice Rentals are made available randomly, but from available inventory and may be new or used copies of U.Sor international editionsIn any case, the book cover and jacket designs on International editions might differ from U.Sversions, and have different paper and bindings as well as colors and pictures that might vary in qualityUsed books may lack CD’s, access codes, and other supplemental materialsSome rental items may ship separately International Editions will have the same content, but may have a different cover, usually softcover, and will have a different ISBNWe believe that they are a great way to get the same material at a much lower cost We have shipped the consumer an International Edition, just as we stated was a possibility The consumer is still within their Day Return periodWe have sent them a pre-paid return label today as a courtesy / [redacted] Style Definitions */

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 selectedWhile we are empathetic, this particular issue is solely of her doing, and we cannot assist her further

See attached, sorry about thatTextbookrush clearly sent the wrong books, what they sent is NOT the product that shows on the order confirmation I have attached the confirmation showing what should have been sent is not what we received

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 emails and a school email in my life which has nothing to do with your policyI want my book backI have a buyer and I need the moneyIt is not your property to choose to recycleBesides using the flashcards I have never used the book I want it returned to me

In response to your claim that you "sent the right text book" and that I only stated "I would assume it's a different book...," If you refer back to the emails, on January 29th at 4:02PM, you would notice the PICTURE I attached along with the EmailSince you seem to have trouble understanding things, I will not only attach the photo AGAIN, but I will also include some more informationI contacted "Michigan state community and technical college", since that is the name that was on the cover of the textbookI was able to procure the ISBN from the schoolThe ISBN of the INCORRECT BOOK you sent "Anatomy I and II; Michigan State Community and Technical College" is 978-0-07-780713- The ISBN of the correct book I needed "Anatomy and Physiology; An integrative approach" is 978-0-07-792704-For FURTHER clarification, (and attached again) is the WRONG book you sent me, with the return slip, as well as a photo of the correct book I neededIt's also worth mentioning that on the return slip, it clearly shows a photo of the book that I ordered Photos are named respectively "correctbook.jpg" for the CORRECT book, and "incorrectbook.jpg" for the INCORRECT bookHopefully that clears up any confusion as to whether or not you sent me the correct bookIn case you still haven't figured it out, YOU SENT ME THE WRONG BOOK

The customer has already been sent a pre-paid label to return the rentalWe ask that the consumer uses the pre-paid FedEx Ground Label and ships the item immediately The charge for the non-returned item will be refunded (minus the $late fee) once the item is returned

The consumer has multiple accounts with us, which is a violation of our Terms and Conditions The original complaint referenced a Buyback that was in his name for the same books, but was from a different physical and email address That Buyback was not received by usThe second response from the consumer provided a Buyback number for a different account in his name with the same books, but we did actually receive the itemsOne of the items was received with water damage, and as a courtesy, was returned to the address the consumer entered on their accountThis is not our stated policy, which is that items will not be returned (http://www.textbookrush.com/help/faq/buyback-faq.aspx) Even though we shipped the item as a courtesy, it does appear that FedEx was unable to deliver itThis item has not yet been returned to usWe cannot assist the customer if he provided a address, which would also be a violation of our terms and conditionsFrom our FAQ Books with any of the following characteristics would be unacceptable and would not be returned: moldy, badly stained, liquid damage, copies with missing pages or obscured text, advance reading copies (ARCs), and uncorrected proof copies / [redacted] Style Definitions */

The consumer did not place the order with us directly, but with one of our Marketplace sellers who lists items on our siteWe need to provide the Marketplace seller time to respond to concerns that are raised by consumersIn this case, after the Live Chat with the consumer yesterday, we decided to refund the consumer and issued a warning to the Marketplace seller for violations of our policiesThe consumer was issued a full refund prior to this complaint being received

his package was taped closed securely and wouldn't have come open in shipping and all those books you said where with his tracking label were in correctI believe you have my son's book there and just choose not to further assist himthe book he said was worth over I further believe that you guys just do this to people so you don't have to pay outI read TONS of complaints after this happened and it there has been several people had this happen to them

The consumer's package was returned to us by the USPS on 2-4-2016, and we issued the full refund on that dayThe consumer was sent an email to the email address they used for the order informing them of the refund (also on 2-4-2016)There is nothing further for us to do - her order has already been refunded

We have been in contact with the consumer since the Revdex.com case was closedHere is the final response sent this morning: [redacted] - We do not have any record of this item being receivedThe USPS tracking you provided shows that an item was "Delivered, In/At Mailbox"We are a large warehouse, but we do not have a mailbox Our USPS deliveries usually come by a large truck to one of our loading docksThis is why are pre-paid labels have barcodes for easy tracking of each package as we receive thousands per dayHowever, even though I cannot confirm we have received the replacement book, as a goodwill gesture we have issued the rest of the refund today.Thank you

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.comWe believe the customer sent us the correct bookHowever, that was not what was delivered to usWe can only process the books that we receive, and when her package arrived it contained a different titleWhile 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 problemJust today we received a package that has the shipping label from Customer A’s box, but contained books on a return from Customer BCustomer A’s book was missingOne 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 moccurredThese are the most common complaints we have, but they are out of our ability to controlWe do provide FedEx labels (which has buiinsurance on our shipments) as a default, and we do provide our recommendation for anyone who uses the [redacted] to purchase their own insuranceWe 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 openedThis is due to the pre-paid address label that the customer printed from our websiteThe address labels have a barcode that we scan as soon as they arrive, and that generated the automated emailWe did not discover the discrepancy until later when the package was opened and inspectedThat 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 did not provide an order number, and we do not have any account with the email address they providedWe were able to find a match their name and street address, however, and that order matches this transaction Our system shows the emails were sent to both remind her of the rental prior to it being due, and also when the rental returned to us was not the correct bookHowever, those emails were sent to the email address they provided to us, and not the email address they are using for the Revdex.com ComplaintWe are unable to wait an additional days for the consumer to learn if our item was returned to the other rental companyThe book was due to be returned to us on December 20th, additional days from now, with shipping time on top of that, would mean our book would not be returned to us until March, and we would lose the opportunity to rent the book for both Winter and Spring termsWe have reviewed the past rental history of this book (it was a used textbook), and have determined we can issue a refund for 1/3rd of the Rental Buyout chargeThis will not pay for a new book to replace the item that was not returned, but we are still willing to do so We will also return the incorrect book to her at no chargeWe have already issued the refund, and the book will ship early next weekThere is no need to return the item to us when/if she retrieves it from the wrong company – that book is hers to keep

The consumer has misunderstood the generic notice on our website:'Buying your RentalIf you would like to keep your book, you may convert your rental to a purchase at any time prior to your due date in your customer accountWhen purchasing a rented item, you will be charged 125% of the US Student Edition list price + tax minus the rental fee and any extensions purchased." "Failure to return your rental If your books are not received by the due date, you will be charged a $extension fee + tax which extends your due date by daysIf your rental is not returned by the new due date, it will be automatically converted into a saleYou will be charged 125% of list price + tax less the fee paid for each item not returnedAvailable store credit will be utilized and the remaining cost will be charged to the credit card on fileThis is not reversiblePlease do not return any items that have converted into a sale as you will not receive a refund and the item will not be returned to you." This is the list price from the Publisher for brand new US Student Edition of the text This is because we have to source a brand new replacement text during the high season, and not in bulkThe customer was provided the specific charge for their book at the time of the rental, and it was also available in their account during the entire rental period.However, we have reviewed the rental history of this text, and because we have been able to use it several times, we have issued a 50% refund of the rental purchase price as a good-will gesture

The consumer agreed to our Terms and Conditions by submitting the BuybackThose Terms and Conditions state repeatedly that books sent to us will not be returned for any reasonWhen the books arrived to us, two of the three were books were rejectedOne was not the same edition that the consumer quotedOne book was noted as having “manufacturing defects”The third book was purchased and payment was issuedAs a courtesy, the two books that were rejected were shipped back to the consumer at the address they providedThe books appear to have been undeliverable due to the consumer not providing us with an accurate addressWe firmly believe that it is solely the consumer’s responsibility to know and enter their own address correctly on our websiteThe net result is that the books were not returned to the consumer, which is again the policy that they agreed to by submitting this orderThere 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

We have had several complaints about this exact issue as the consumer statedHowever, we have had hundreds of thousands of Buybacks during the same time period that have gone without issue, and the complaints represent a fraction of a percent of the BuybcacksDue to the consistent issues we have with consumers who ship via the USPS we have taken the following steps: · We make FedEx Ground labels the default shipping method for BuybacksFedEx does include $of insurance and has few problems It costs us more, but we believe the benefits support the cost · We clearly explain the difference between USPS and FedEx Ground to the consumer on our website: o http://www.textbookrush.com/help/faq/buyback-faq.aspx § What is the advantage of using FedEx over USPS Ground? · 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 coversTextbookRush is not responsible for packages lost or damaged in transit · The same information is provided during the check-out process, and the consumer would be shown this information for USPS labels on EVERY Buyback created: o “Convenient, but not insured or trackableYour postal carrier can conveniently pick up your package from your home.” In this case, the consumer chose to disregard our adviceThe items were not delivered to our facility as the customer states The first step in our receiving process is to weigh the items before they package is openedHer package did not weigh enough to contain all of the quoted items When her package was received it was missing two of the books the consumer quoted (the most expensive and the least expensive) Since the consumer did not purchase the recommended insurance, there is nothing we can do to assist her / [redacted] Style Definitions */