TextbookRush.com

We have not stated that the book was counterfeitWe are only stating that we were concerned enough about the text that we chose to not purchase it The book is being returned as courtesy

Textbook Rush refuses to admit fault and did not refund me for the full amountThere is no possible way that, after I put my constitutional law textbook into the package and sealed it, that the book somehow morphed into or was replaced with a statistics textbook that I never owned before the company received the packageAny signs of tampering would haveWeb clearly evidentOnce again, textbook rush is clearly refusing to admit responsibility and simply making up liesI would also like to question the company's claims that this sort of occurrence happens frequently: how can several sealed packages all have the contents change and morph into another book during shipping period? It's extremely unlikelyOnce again, I would like to reiterate that I am a law student and have never taken any business classes, so I would have no need to a book meant for managersThis fact casts further doubt upon the veracity of the company's response

The customer quoted us the US Student Edition of the Accounting Text, with ISBN The version of the text the consumer sent to us was actually ISBN The book had a sticker from another seller covering the true ISBN on the back of the book with the inaccurate ISBN printed on it We checked the ISBN on the copyright page to identify the item correctlyThe book we received was not what was quoted, but we do not believe that the consumer was aware of this We believe that a previous seller of the the book mis-represented the ISBNs on the bookThe book weighs over pounds, and we paid for the shipping to usWe just ask that the customer pay the return shipping if they want the book backThey have been sent the payment instructions

We feel that is in our best interest of the customer (as well as ours) to not go into detail about the interactions the customer had with us via this public forumWe will just state that after their initial communications with us we felt compelled to end the business relationship with the customer, and we wish them wellRegarding the issues of the complaint, our policy online is quite http://bookstores.com/service/faq/buy-sell-textbooks-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 water 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/writingDespite our posted policy, we are returning their books at no charge to the customerWe paid for the shipping of the books to us, and we are paying for the return of the booksWhen they are shipped (later this week, with FedEx SmartPost tracking number [redacted] ), the customer will have their books and be out no expense, while we will have paid for shipping both to and from us, and have no books to resellAll we ask is that the customer refrains from any future contact with us due to the nature of their communication with us

We rent textbooks to tens of thousands of customers each yearWe provide detailed explanations on how to return the textbooks online, and provide the due date for each rental prior to the completion of the order on-screen, then again on-screen at the end of the order, and then immediately by emailWe provide rental reminder emails throughout the rental period (which are sent to the email address the customer provided when the created their account)Lastly, when a customer has a rental with us, we customize their account page on our website with a series of “Return Rental” hyperlinks to make the process easier Our records show that this customer created their account and placed their order on August 30th, Our system shows that August 30th, was also the last time the customer logged on to their accountReturning a rental is the customer’s responsibilityWhile we provide links and emails and pre-paid labels, the customer is responsible for providing a usable email address and loggito their account to return the rentalHowever, we buia final reminder for customers who fail to do so – the $late fee The purpose of the late fee is to be a reminder via their checking account for customers who may have ignored the other reminders we providedIn this case, even after the late fee we have no record of the customer logging into our account or using the pre-paid labels we provided to return his rented textbook We had no contact with the customer until the final charge went throughThe customer states that they have filed a Chargeback with their Credit Card companyThis limits any accommodation we can make for the customer, and we will wait for the Chargeback resolution from their company There is nothing additional we can do until that is resolved

Again, the customer is entitled to their opinion of our business and services. However, they are not entitled to their own version of factual information, such as the information we post on our website about the various shipping methods we provide. In this case, the customer had to manually select to use the USPS. This is a choice we allow since some customers live in rural locations without ease of access to a FedEx location. However, regardless of the customer's choice or opinion, we clearly state the reasons why FedEx Ground is the better (and only insured) option. This is single most vital point of the customer's complaint, and one that we do not see them being in agreement with what we show online. The information was provided, and the customer disregarded it by omission or commission. Rather than frustrate the customer further, we refer the BBB and other customers to the pertinent pages of our website provided previously in our responses, ask that they be reviewed, and the case be closed.

There is not a shipping label for me to print under "open rentals" or recent orders"Jordan, I have already explained this to the staff at textbookrush.comIs there any way you can send me a shipping label so I can return the textbook in due timeCASE_ID_NO: [redacted] Hello, If this item is received by the date specified, we can issue a refund for the buyout fees - $tax for an additional late feePleas use the shipping label that was provided to you to send the item back for a refundYou can access your label by logging into your account, clicking "My Account" at the top of the page, and locating your order under your "Open Rentals." If the order is no longer located under "Open Rentals," please check under your "Recent Orders" as wellThank you, Jordan ***In order for your reply to be processed correctly, your case number MUST appear in the subject! [redacted] Do not change the subject line of this email: Your email will NOT be added to the case if you do!***

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 emailThey make their money by falsely promising a purchase price and then steal the books...while claiming the books were not able to be verifiedThis is a scam and unfortunately, it is not uncommonThey 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 theseI have never had any problems receiving mail at my residenceI know the postal worker well, and he informed me that no books were ever deliveredI will be investigating the "tracking number" the company provided me with and I refuse to let this matter go

[redacted] with Fed Ex at 1800gofedex, will confirm that Textbookrush will receive a credit due to their mistake I believe that a credit to the customer is warranted because the customer contacted Fed Ex and voiced the problem, yet, the representative for textbookrush had no concern, they continued to bill the customer and accept the credit We are only contesting the $charge, which is what Fed Ex is reimbursing to Textbookrush, after a call was made on customer's end I believe this practice of charging the customer, accepting the credit is poor business practices Numerous emails between customer representatives went back and forth over the weekend with no true understanding of what customer service is I have always dealt with [redacted] in the past and never had any problems, this is the first time we used Textbookrush and this nasty practice as well as all the other complaints I read are truly negative to this company

The customer created the Buyback on our Website on August 9th (it was still August 8th in the Pacific Time Zone, though) While the customer states he shipped the package that week, the FedEx Tracking does not show that it was accepted by FedEx until nearly a month later, September 6th By the time the package arrived to us, the quote had expired, and the price of the books had droppedThe customer was provided messaging online during the transaction about how to ship the item, and the timelines for the quote to remain validAdditionally, when our system checked the tracking number and found that there was no record of the package being in transit, we sent an email to the customer on 8/that included this text: So far, our records indicate that your order # [redacted] has not yet been received in our warehouse· Please remember, all packages must be shipped within business days· If you're running late, please be sure to send it within the next couple of days and your quotes will remain validThe email also included a link to the pre-paid label to use for shipping the itemHowever, as stated above, the package was not registered as being received by FedEx until September 6th By the time the package arrived to us on September 12th, the quote had expired and the books were purchased at the current price as of that day, and were immediately made available for sale to other consumers The check was issued the next business day, September 13th We regret that the items were not shipped in a timely manner, but we were not at fault for the delay

Our response to the customer's Revdex.com Review is also applicable here: We’ve been in business for 15+ years and have had millions of ordersThe customer is correct that we have had a handful of Attorney General complaints and dozens of negative reviewsThese are a fraction of a percent of our overall order volume, but we still strive to resolve each one We do not know why they state that we did not reply to their inquiriesWe have, in fact, communicated with the customer several times in regards to this issue Four days prior to this review, we offered the consumer a 50% reduction on the damaged itemThis was based solely on the previous usage of this book, and not in regards to threat of Revdex.com or Attorney General involvement The consumer replied to us with: “If I understand correctly this would mean I am still responsible for an additional $100? If I had damaged the book in any way I would pay the fee, but I did not damage it & should not be responsible for any damage fee.” Our records show that the consumer was sent a book in “good” condition, which is the next to lowest of the Industry Standard book condition ratingsIt was returned in a condition that was no longer usable If the consumer received a book that had been so damaged in transit that pages were falling out, they should have contacted us upon receipt of the item That offer of a 50% refund remains valid if the consumer wishes to accept it / [redacted] Style Definitions */

The company is requesting proof of delivery for an item we sent back to them on 12/1/ 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) / [redacted] Style Definitions */

The check for this customer's Buyback was mailed to their Billing Address on her account on 12/22/The system processed her payment at 6:10:PM that eveningI cannot post the address here to confirm with the consumer, but she has called us numerous times regarding the issue, so we believe that the address was correct.As stated online, our checks are valid for daysWe can reissue the payment for this consumer on 02/05/ If the check is returned to us, we can reissue it earlierWe have not had the check returned to us as of yet.All of this has been previously communicated to this customer, and was posted online at http://www.textbookrush.com/help/faq/buyback-faq.aspx

I emailed Textbook rush on January 4th and never received any responseIf they want to try and say that I never contacted them, this just further proves how dishonest this company isI attached a screenshot of my emailIf textbook rush is willing to resolve this matter with some integrity, then I suggest answering customer emailsI will provide a follow up email and see if this will resolve the matter

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

This company blames the United States Post Office for damaging and or losing my bookThis book only had to travel from Michigan to Ohio I called the Post Office near this store and they have no record of any damaged packages being delivered to this company and they were not happy about this company claiming that the post office did #- put another item in my wrappings and #- put my wrappings and what jumped into it in a bigger box with more itemsBoth stories were told to meThe Post Office states they don't do that, ever If a package was damaged, it would still be delivered with a note apologizing I want to know what book jumped into my package???

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 usAfter 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 materialsOur 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 transitThe tracking information was sent to the consumer earlier today, before we received this notice from the Revdex.comWe suggest that they check their email for the mail sent 8/18/at 2:57:PM EST (minutes ago)

We would like to clarify a few issues: 1) The customer provided the incorrect address to usOur online process for a Buyback requires the consumer to confirm the address that the check will be sent to, and she then confirmed the incorrect address 2) The consumer was told to contact us when days had passed, as our checks are valid for daysThe consumer was told this via email on 7/16/2015, and I provided this information to the consumer earlier todayShe stated that we told her that she needed to wait days, which is not in the email communication we have 3) The consumer was also shown today where our website clarifies the “after days”, but “not longer than days” Buyback policy That can be seen here: http://www.textbookrush.com/help/faq/buyback-faq.aspx Despite these issues, we informed the consumer today via Online Chat that we had issued the complete payment via Store CreditThe consumer refused to accept this compromise, and replied with “Keep itI'll seek legal recourse.” We regret that the consumer made that choice, but we have removed the store credit as requestedThat offer to issue the complete payment via Store Credit, which never expires and can be used on any product we offer (textbooks, books, ebooks, consumer electronics, etc), remains our response to this situation / [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 us. If we cannot confirm that a book is copy authorized by the publisher, we will not purchase it. We 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 copy. Our 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 receipt. You 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 you. You 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 party. You 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 counterfeit. We are only stating that we could not validate it to be an official copy, and as such, we declined to purchase it. While our policy (provided online) is that we will not return books for any reason, we have offered the courtesy of sending the book back if the customer pays the expense for shipping it. We believe that this is a fair compromise, as we provide pre-paid labels for the shipment of books to us. However, we cannot hold books for an indefinite amount of time, and the customer would need to reply to our emails regarding the return shipment during the time allotted for such a return.

The customer rented the textbook on 8/24/2016, and the original due date was 12/19/ This information was shown online before they placed the order, and in the order confirmation email we sent them on 8/24/ The information would be shown at the top of their account homepage as soon as they logged-on, and with just a few button clicks they could have printed a rental return label and avoided the situation The account homepage is the main method for the customer to return the book, but we also send out multiple emails during the rental period as a courtesyWe sent the customer these emails to the email address provided (which is the same as the email address they used for this Revdex.com complaint)These included rental reminders with the return instructions and due date as well as a notice that their rental was past-due and had been charged $(plus tax) for an additional day extension (sent on 12/21/2016) It appears that the customer is referencing the 2nd due date – with the additional day extension – rather than the original due date When the book was not returned during the day extension, we attempted to convert the rental of the book to a purchase, but the charge failed A notice was sent to the consumer again (January 9th, 2017) This message told the customer that the credit card they had on file failed to accept the purchase charge, and that they needed to update their credit card on file or be sent to collectionsWe have no record of any contact from the customer about any of these issuesThe customer did not respond to any of the emails we sent them – either to avoid the pending charges or to return their bookThe customer did not follow the instructions provided to return the book or update their credit cardInstructions provided both on their account homepage and in multiple emailsFrom what we can see, the only response from the customer has been this complaint to the Revdex.com after they were contacted by the collections agencyWe regret that the customer chose not to respond to us during the time prior to the collections company being involved, but this matter is now between her and the collections agency