TextbookRush.com

We do not have any record of the email from this customer that he mentionsWe do not show any previous contact regarding this order We ask that the consumer emails us at [email protected], and references order number [redacted] We will provide return instructions to return the rental for a refund (minus a $late fee)We need to have the item returned to us by the end of next week (10/16/2015) to issue this refund

Our Policy, listed on our website, is that we do not return books that are rejectedThis policy is designed to reduce the volume of low quality books sent to us that we pay the shipping forWe post the policies, but it is up to the consumer to read themHowever, in this case, we did return the rejected items, and the tracking on the USPS Website does show they are deliveredWe consider the issue closed since he books have been returned (and she states " I have gotten my books back ") / [redacted] Style Definitions */

In some cases, a hold of $is applied to test the validity of an account before the sale is authorized and charged The pre-authorization will expire in a few business days, and you will not be charged the extra dollar Since each banking institution handles these charges differently, if you would like a more detailed explanation of pre-authorizations please contact your bank directly.We have nothing to refund, as no money was collected by us

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 onWe 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 boughtIf 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 deliveredWe are able to prove that they advertised they would buy the books and that they received the booksUnless they prove they returned the books, it should be considered theft

The customer quoted us the US Student Edition of this text: Cognitive Psychology Matlin, Margaret W.Edition: 8thHowever, what we received was the Eastern Economy Edition, made for sale in India and parts of AsiaIt was a much lower quality book (paper, ink, binding, etc), and one that we cannot use.We are returning the item to the consumer at no charge as a one-time courtesy

I have never received a tracking number for this bookLike I stated emails agoA $up charge is unreasonableI feel like the company is not reading my emails and giving me canned answers as they have alot of problems with unhappy customersI will never do business again

The customer entered into a binding Rental Agreement for a textbook As his rental term drew to a close we began to send him automated emails with the instructions on how to print his label and return the book The customer contacted us by phone, left a message, and we sent him an email reply on 12/19/2015, explaining how to print his return label The customer emailed us on 1/7/(after the due date, extension, and many warning emails) and has been given an option to return his book to avoid being sent to collectionsHe has been told: “We need the books back on-schedule in order to rent them for the next rental term However, we do not want your money – we just want our textbook.” We have not had any response from the consumer, and we are not sure if this Revdex.com Dispute was sent before or after our response One issue is that the consumer has contacted us by email using a different email address than the one that he used on his accountThe customer placed the order using a Hotmail.com email address, but has contacted us using a Gmail accountAll of our automated emails for the rental reminders have been sent to the account he used to place the order (Hotmail.com) While the customer has stated “The poor, pitiful, unsatisfactory customer service and lack of organization practiced by this company Textbookrush is what has caused me this unpleasant experience which seems is going to be extended by the present dispute”, we think that most of the issue may be due to him not keeping up with the many emails we sent him for his rental return We have dozens of customers with similar issues, but we have tens of thousands who have rentals at the same time who have returned them without issueThe process works fine for the great majority of our consumers We ask that the consumer immediately review the email we sent to him on 1/7/and follow those instructions to return the book and avoid collections That offer is valid for a limited time, as he is already very late with his return / [redacted] Style Definitions */

The customer rented a textbook from us, which was due on 12/18/ We sent the customer a brand-new copy of the US Student Edition of the textHe was the first user of this particular book When he did not return in in time we charged him an extension feeIt seems that got his attention, as he emailed us on 1/8/with a message that included: “I apologize for the late notice as I have been overseas for close to a month now and have completely forgotten to return my book.” We allowed the late return of the book so that we would either avoid the charge, or refund him minus another $late feeThe customer replied with: “I am extremely appreciative of the offer you have made me! I will have the textbook sent out and received to you before 1/20/16!” We received the book on 1/19.2016, but rejected the book due to significant water damageThis is when the consumer’s replies become a bit confusing: 1/19/– 2:PM: “The textbook I returned was in the exact same, or very close too, the condition it was in when I received it, which to be specific, was in fine condition.” 1/19/– 3:PM: “When I had first received the book at the beginning of last semester there was obvious water damage already inflicted inside and outside the textbook.” We have no record of the consumer contacting us about the book being received in such condition, and it was only brought up after he stated it was in “fine” condition He has also stated: “If the book contains water damages that I don''t remember, or have forgot about, that prevent the further use of the textbook then I will cancel my complaint to the Revdex.com.” We emailed the consumer the images of the damaged book, and he has not yet canceled the Revdex.com complaint We sent the consumer a brand new book and we received in return a book that is worn, stained, and with damaged binding (see images attached on the Revdex.com portal) We have the item and will return it to him as courtesy, as it is now his to keepThe charges remain valid, as we have both lost the opportunity to rent the book this term (as it was returned more than a month late, and we have to purchase a brand new replacement text at full price from the publisherAll actions we have taken have been either in compliance with our Rental Agreement, or in favor of the consumer (i.e., allowing the late return) As a final courtesy, we are sending the damaged book back to the consumer at no chargeHe can dispose of it as he wishes / [redacted] Style Definitions */

The consumer has left out the key issue that has caused the problem The consumer printed the same shipping label twice, and applied it to two different packages, and shipped those two packages with identical copies of the same shipping label with the identical USPS Tracking Numbers The United States Postal Service cannot provide or update tracking information for two different packages that have the same label/tracking number, and only the details of the first item will be shown in their system While we believe that most individuals know that they cannot use the same pre-paid shipping label on multiple packages, we nevertheless provide explicit instructions on our website regarding this: http://www.textbookrush.com/help/faq/buyback-faq.aspx You can request as many free labels as you need, but please use a unique label for each package When our agents referred to the item being lost in a warehouse, we were referring to the USPS “Loose in the Mails” facility in Atlanta, not our warehouseThis office, previously, known as the Dead Mail Center, is where undeliverable/non-returnable items go We do not doubt that the USPS did tell the customer that their package has been delivered, as one of the packages had beenWe received, processed and issued payment for the on package we have receivedThat payment was issued on May 6th, While the USPS cannot track the second unique label, it does have our address printed on it, and our systems can scan our barcode If the USPS is able to deliver the item to us, the package will be scanned and processed We hope that this clarifies the situation that the consumer has complained about / [redacted] Style Definitions */

We believe that the copyrights of authors and publishers are paramount in our industry, and are doing our best to protect them against loss by unauthorized copies being purchased or sold by usIf we cannot confirm that a book is copy authorized by the publisher, we will not purchase itWe are not experts in this field, so we are not stating that the item is counterfeit – we are only stating we were unable to validate that it was an officially authorized copyOur policy regarding unauthorized copies of the text is provided online: https://www.textbookrush.com/help/policies/buyback-terms.aspx “All items are inspected by us upon receiptYou understand and agree that if, in our sole discretion, any item is determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and destroy the item without payment to you and without giving rise to any other obligation to youYou also understand and agree that we will not return or otherwise distribute any items determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any partyYou will hold harmless and indemnify us for any claim arising from the receipt of infringing or otherwise unlawful goods from you.” Again, we are not stating the book was deemed to be counterfeitWe are only stating that we could not validate it to be an official copy, and as such, we declined to purchase itThe book is being returned as a courtesyWe suggest that the customer determines the authenticity of the book with the publisher

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me as the time they say they will send the money is a week away and I doubt intervention would occur sooner than that I do think this company has a policy of keeping money as long as they can and would not recommend them to anyone

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/(via email from us - not via the Revdex.com) We see that the refund was issued on 9/12/ The consumer has been given all of their money back, including shipping, due to the inability of the Marketplace Seller to address this issue adequatelyBased on the consumer's continued Revdex.com complaint, we do not believe they are aware that a refund has been issuedWe 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

HAHA! Their response is completely bogus I'm happy though, I've already resold my textbook in excellent condition to Amazon This company has a business model of defrauding college students Revdex.com, please dig deeper because there are other victims

The book has been located and will be held for daysThe customer has been provided the information to have the book returned to them at their expenseSince our policy (that the customer agreed to) is that no books will be returnedOur offer to allow the book to be returned if they pay the return shipping is, we believe, a fair compromiseThe book will be held until March 12th, and will then be recycled if we have not heard from the customer by then

The consumer has been in continued communication with us todayThey have not been charged the damaged item fee, and has made arrangements to return a replacement copy of the textbook We believe that we have reached a mutually-agreed upon resolution in this case outside of the Revdex.com portal If that is not the customer's understanding, we ask them to let us know either here or via the other email conversation

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

While we are always empathetic to the plight of college students who make up the great majority of our business, we cannot make accommodations for errors on their part There was no error on this order by the Marketplace Seller nor TextbookRushThe consumer selected an item from a seller who was clearly listed as selling International Books (that is part of their name)The Seller's information states that they ship from New DelhiThe book was clearly listed as an International Edition by the seller We again suggest that the consumer try to use the book that they selectedIt is the same content at a significantly lower price We cannot refund the consumer or take other action that would punish the Marketplace seller when they have not made any error

We would like to clarify a couple of issues.#1: Our website provides all available shipping options with an Estimated Delivery DateWe do not control the shipping process, and as such, we state each date with "Est" before itIn example, customers today would see this: "Est delivery: Friday, September 16" for Expedited Shipping.#2: We shipped the item the next day after the consumer ordered it the night beforeWe had no delay in processing or shipping her orderHowever, the item bounced around with the USPS as shown belowWe have no explanation from the USPS as to why they had the item near the destination for several days and did not deliver it Regardless, we have issued a refund on the shipping costs.August 29, , 11:am Delivered, Front Desk/Reception ATLANTA, GA August 29, , 6:am Arrived at Post Office ATLANTA, GA August 29, , 6:am Arrived at Post Office ATLANTA, GA August 28, , 12:am Departed USPS Destination Facility ATLANTA, GA August 26, , 7:pm Arrived at USPS Destination Facility ATLANTA, GA August 26, , 1:pm Arrived at USPS Facility ACWORTH, GA August 25, , 5:pm Arrived at USPS Destination Facility ATLANTA, GA August 25, , 3:am Departed USPS Facility COLUMBUS, OH August 24, , 7:pm Arrived at USPS Origin Facility COLUMBUS, OH August 24, , 6:pm Accepted at USPS Facility COLUMBUS, OH

What the consumer is asking would have us taking a significant loss on this book through no fault of our own, and we cannot meet the price the consumer is asking forOur original offer of goodwill stands, as we believe we can break even based on the prior rental history of the book

The consumer purchased the book from one of our Marketplace Sellers, not us directlyThe marketplace seller actually has "International Books" in their nameAdditionally, the book was listed with this description:"Brand New International Edition, Perfect ConditionPrinted in EnglishExcellent Quality, Service and customer satisfaction guaranteed!"The consumer selected a lower cost International Edition of the text, and that is what he was sentIf the consumer wishes to return the book, he has been given the address of the Marketplace Seller to ship it to.However, we would ask him to consider keeping the item, as the International editions of the texts have the same content (different cover and ISBN), and are a great way to get the same knowledge at a lower price