TextbookRush.com

As stated on our website, our checks are valid for daysIf a check has been lost (either in transit or by the consumer), we have to wait for the day period to expire, and we can then reissue the paymentWe can do that either with another check or by PayPal If the check is returned to us in the mail, we will email the consumer to confirm their address and re-issue payment, even if the days has not yet expiredAs of yet, we have not had the check returned to us, so we can reissue the check after it has expired

The consumer sent in two Accounting books to usWe purchased one, but the other had significant stains, and was rejectedImages of the stained book are attachedWe inspect each book as it is processed to make sure it is the correct item and in a condition we can feel comfortable selling to a future studentThe rejected book was markedly worse than our lowest acceptable condition We sent an email to the consumer that day to detailing the transaction That email, sent May 17th, included this line: Please contact us within business days if you have any questions regarding your buyback order The hyperlink in that line is a link that will launch an email to our Customer Service TeamWe did not hear from the consumer within that day periodWe did not hear from that consumer until a full month after the email was sent - June 17thThe consumer was referred to our online policy that states: 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 recycledSome examples of books that we do not buy back are liquid damaged books; books with damaged bindings (e.g., pages loose, missing, or falling out); defective books; and books with torn/taped covers, or study guides/workbooks with any highlighting/writing Books with liquid damage can develop mold Mold can spread from book to book, so liquid-damaged books are rejected and stored for a short period of time in a quarantined portion of our warehouseWhile our stated policy is that we do not return books, we strive to accommodate consumers and do hold most books for a day period Books that are still wet or have already developed mold may be immediately discarded The consumer did not contact us within days as stated in the email, so his book had been discarded during the intervening days To summarize: The consumer sent us a book in terrible conditionWe rejected it, and offered the consumer a day window to contact us The consumer contacted us a full month later, and we no longer had the bookWe have followed our stated policies and Terms and Conditions that the consumer agreed to when they submitted the BuybackAdditionally, the consumer is asking for $in damagesThis is more than 1,500% of the quoted price for the ISBN the consumer sent to usThe consumer’s complaint is without merit / [redacted] Style Definitions */

Please withdraw my claim

We deal with a very transient demographic (college students)Because of this, we do not stop-payment on checks and reissue them before the USPS has time to forward them based on NCOA form completionWe would incur signiticant charges and labor costs in doing soBecause of this, we post our policies clearly online regarding checks: http://www.textbookrush.com/help/faq/buyback-faq.aspx

Like all businesses, we carefully inspect items that are sent to us prior to purchaseIn some cases, this inspection takes several daysThat was the case with this transaction At the end of that inspection, we determined that the items were not ones that we wanted to purchase, and, as a courtesy above and beyond our stated policy, we worked with the consumer to have the books returned and they are now in transit

I am rejecting this response because: As I stated before the company is unable to provide me with any proofSince Textbook Rush is unable to substantiate their claim that my package was opened when they received it and not lost as a result of an error on their part I am forced to rely on the information that I have that CAN be proven which is that according to USPS my package was delivered (Screenshot enclosed) and that Textbook Rush received the package: "We have received your package with tracking number [redacted] for rental number [redacted] Your package has not yet been opened or processedThis message is just to inform you we have received your packageYour package will undergo chewithin 1-business days."I understand what was said to me via the customer service representative unfortunately without any proof from the company all I have is their word that what they said occurred which is not enough proof for meI am forced to assume that this is a scamTherefore I refuse to give them the amount they charged to my credit card without my permission INCLUDING the late fee of $$because my package was postmarked before the due date of my rental as per their website:"If your books are not postmarked by the due date, you will be charged a $extension fee + tax which extends your due date by daysIf your rental is not marked as in transit by the new due date, it will be automatically converted into a saleYou will be charged 125% of publisher’s list price + tax less the fee paid for each item not returned."I have already contacted my bank about the charge and they informed me that they have received similar complaints about companies such as Textbook Ruch

The agent that initially responded to the consumer was following our stated policiesHowever, after she replied, she brought the issue to my attention, and we retrieved the book to inspect itWe did see that there appeared to be different handwriting throughout the book, and we refunded the charge and sent another update to the customerWe received this Revdex.com complaint after the refund, but we assume the consumer had not yet seen the emailThere is nothing left for us to do, as we have already met the requested solution from the consumer

The customer may have sent us emails in response to the email we sent on June 1stWe do not have any records of communication from the consumer until June 18th I believe that the consumer probably replied to the automated email we sent her when we received the incorrect item That email contains this phrase: This e-mail was sent from a notification-only address that cannot accept incoming e-mailPlease do not reply to this messagePlease direct all inquiries to: [email protected] you for shopping with TextbookRush! If they replied to that email it would explain why she had records of the outbound emails, but we do not have record of receiving them We did not hear from the consumer until late in the day on June 18thI have worked with the Warehouse Receiving Manager to review any copies of that ISBN received during that time-frameAll copies of that ISBN we received came to us through bulk purchases/transactions we madeWe do not have any copies of that textbook that were received through our Warehouse Rental Receiving processBecause her book was not originally from us it did not have a unique identifier we call a “ledger ID” Without that ID, I do not know whether the book was donated or recycled, but I do know it was not received into our inventoryWe donated and recycled thousands of books between the time that the consumer sent us the wrong book and then contacted us on the 18th The consumer sent us a book in errorWe held on to it for weeks, but when we did not hear from the consumer during that time it was discardedWe’re sorry that we can’t return the consumer’s book, but we were not contacted until weeks had passed Additionally, the consumer did not return our book to us on timeShe was charged for a 10-day extension, but the book was not received until that time had passedAs a courtesy, we did not charge her for the late rental return of our book as we were entitled to We regret that the consumer is missing their book, but we did go above and beyond our stated policies to help / [redacted] Style Definitions */

The customer's package was received into our facility on Monday, and is in queue to be processedThis is one of our busiest times of the year, and our processing team is working hard to make progressWhile we regret the delay, we do think that this package should be processed this weekend or early next week

I did not ask for a refund, I asked that there be clarification on overnight for customers expecting overnight delivery when there is a to day processing delay in shippingThe agents that I spoke with told me on numerous occasions that I would likely not receive my book until ThursdayWith the information that I received in my invoice and then also received from those agents, time was of the essence hence my reporting before I received the shipping confirmationAlso, I'm not sure that I would have had my package shipped on time if it hadn't been for me filing this Revdex.com report, perhaps that is what finally made the business take action to ensure that the book was shipped the "same day"Not to mention, the shipping confirmation from the company states that while it is overnight, it might take to business days for delivery, so there is still an issue with information that is conflicting and misleadingFor a company that only speaks to it's customers via email, chat, or Revdex.com reporting, it would seem that they could ensure their typed language accurately reflects their intentOvernight doesn't mean in to business days (considering the processing can take to 2), and it certainly doesn't mean to Mean what you say and say what you meanDon't falsely advertise - be absolutely clearI'm sure customers won't have a problem with a to day processing delay if that is clearly statedOr if the agents I chatted with had stated something that indicated even a possibility of receiving it the next day, i.eovernight or better yet, had even made an effort to say that they would look into the order and determine if there was anything they could do to ensure the companies promised timeline was adhered toJust be clearHopefully I will receive the package today...though with Textbookrush there is no guarantee - as stated by their agents and as provided in all invoices/messages received from the company

I appreciate the good will refund of half of the penaltyAs per [redacted] 's options in our chat, I have purchased a brand new book that is en route to me at this timeI am willing to send you the brand new replacement book if you will refund the remaining half that you charged me (another $or so) and I receive the "refused" book in the mailThis would put you in a "better" situation than before you rented this book to us becauseYou are receiving a brand new book in place of the "good" condition book you sent usYou 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

We are only stating that we had not opened the packageWe were not making any claims or statements on what the USPS had done when the package was in their possessionWe again refer the consumer to review our stated policies and instructions online that cover this exact issue

Please see attached pdfIt appears that TextBookRush is conducting business unethically.Exhibit A: Order Acknowledgment from TextBookRushExhibit B: Actual book ordered.Thank you,

We have no control over which order a customer inputs their books, or which books they choose to try to sell usWe only require that the books be ISBNs we are currently purchasing, and that the total of the Buyback is $or moreWe only buy books that we feel comfortable in selling on to other students, and we acknowledge that our standards for the condition of acceptable books may be higher than other online bookstoresThis is why we have pictures and videos online to help educate customers on what to send us and what we might rejectIn this case, we rejected one of the customer’s books, and despite our policy that we do not return books for any reason, our team is returning the book to the customer at our expense At the end of the day, the consumer will be paid the quoted price for one book, and we will have paid for the shipping of the rejected book to and from usClearly we have not made a profit on rejecting this book, as we gained nothing and have two shipping expenses The customer has threatened legal action and has fulfilled their threat of this Revdex.com complaint in an effort to force us to pay for the book we did not feel met our standardsWhile we regret their decision, we will not be pressured into purchasing a book we feel is not up to our standardsSince we have returned the book to the customer at our expense, and paid the customer for the other book, there is nothing left to address for this consumer’s transactionsTheir Desired Settlement lacks any specific request for their transaction with us, and as such, we ask the Revdex.com to close this case

The book was received in a condition that prohibits us from re-renting it to additional studentsHowever, we have reviewed the rental history of the specific book we sent the consumerBased on the number of times we have been able to use the book, we have issued a refund to the consumer of $ We believe this is an equitable resolution to this issue

We received the email from the customer on 11/14/at 10:46:AM ESTWe replied to her about minutes later, on 11/14/at 11:AMWe are not sure why she did not receive the email, and suggests that she checks her junk/spam foldersHer email to us:I bought a book last night for $109.60, which you charged to my bank accountRight above it I noticed that an additional $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 $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 $ short for my billsI never received any email stating that you would be taking out an additional dollarI have photographic eve dense of the purchase and then the additional money taken outI want an explanation and my money backMy account on here doesn't say that I purchased anything else, just the book for $Our reply:Hello - In some cases, a hold of $is applied to test the validity of an account before the sale is authorized and chargedThe pre-authorization will expire in a few business days, and you will not be charged the extra dollarSince 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 consumerThere is no action for us to take

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me.If any more information is required, please let me know

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 processWhen 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 IDPayment was issued on 1/12/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 paymentHad 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 errorIf 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 months since the payment has been paid to the 3rd party, and they have not rejected/returned the funds as of yetWhile we are sorry that this situation occurred, it was not our error, and we will not make a second/double payment

The customer placed an order with us in January of for the Annotated Instructor's edition of a Spanish textbookThe customer paid $for the productThe amount they provided in the complaint included shipping chargesIn May of 2015, the customer returned to our website and created a Buyback orderIn that Buyback order they selected that they would send the US Student Edition of the same Spanish textbook US Student Edition tend to be worth more than International or Instructor's or Annotated editionsWhen we received the package (which we provided a pre-paid shipping label for), our team identified the item as being different than the US Student EditionWe are no longer purchasing the Annotated Instructor's Edition for our inventoryOur stated policy online is that we will not return items quoted incorrectlyHowever, as a courtesy, we offered the return of the item if the customer paid for the shippingAgain, we paid for the shipping to us, so we think that this is a fair offer, and above our stated policy.The customer is asking for something we cannot do: sell an item to a customer for $5.77, allow the customer to fully use the item, and then buy the same item back for $We will send the book back to the customer at no charge, however, as an additional courtesy

I never supplied an incorrect addressI have no idea how they could send the check for the other book to the correct address but this book that supposedably has damage got shipped to another address I did get a quote a few weeks earlier but it was only a quote That should not allow them to keep my book based on the claim it had water damageThis book supposedably was shipped to the wrong address weeks ago and now they are saying they have not received it back? This is even more concerning as it seems like another cover up them trying to scam me out of my book I just want my book back because it did not have damage like they stated