TextbookRush.com

The true issue in regards to this complaint has not even been addressed by Textbook Rush It should not be allowed as a part of doing business to not allow a consumer to speak directly to someone within the entity There is and continues to be no evidence that the book wasn't originally received missing the copyright page I completely understand the importance of a copyright page when it comes to book rentals, however, to just debit an account for $which is 4X the cost of the book is simply ludicrous It is a horrible way of doing business and if Textbook Rush is that hard up to make money that they resort to gouging an individual in this manner, then perhaps they should not be in business at all There needs to be a phone number given instead of only allowing communication via a chat email I will continue to let anyone know who may need this type of service to avoid doing business with this company

The item was returned to us with liquid damage, which is a concern for us due to mold growth and transference Due to this, we were unable to store/re-rent/sell the itemAs per the conversation with the customer, we returned the book to them at no chargeWe will compromise with the consumer by refunding half of the damage/buyout price of the bookThis puts us at a loss to purchase a replacement book, but we have issued the refund as a goodwill gesture to this consumer.The refund has been issued.Thank you

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me. Read More Customer Complaints: 15 16 17 > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: false }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

The consumer should have been sent the same images on 5/29/as part of the email notification that their rental was rejectedThe images I sent the Revdex.com are from her specific orderI cannot post an image that shows it on her order as that would have Personally Identifiable Information visible, but we can send that to the consumer if she wishesShe can reply to us directly.We do rent tens of thousands of textbooks each term Unfortunately, we do have issues such as this where books are damaged, and we need to charge the consumer for the replacement costs of the item Those consumers do often post complaints, but they are a small portion of our rental consumersWhen a book has been used/rented multiple times we may be able to refund a portion of those charges In this case, this was a book in brand new condition on it's first rentalWe cannot use this book again for any future rentals, and as such, the consumer was charged as per the Rental Terms and Conditions she agreed to That item is being returned to the consumer That is not our stated policy, but an action we felt was necessary since the book had been charged the purchase feeShe may be able to recoup some of her loss by selling that book to an individual consumer or a company that may not have the same quality standards that we haveWe would again encourage the consumer to review the Rental Terms and Conditions posted online here: http://www.textbookrush.com/help/policies/rental-terms.aspx They include:Items received with heavy markings/writing or in otherwise damaged condition will incur additional chargesOther damages include but are not limited to water/liquid damage, loose/falling out/missing/torn/taped pages, torn or taped cover, or spine damageIf an item is not returned and received in usable condition by the due date, you will be charged 125% of list price + tax less the rental fee paid

Sending a used item to us for purchase is what we call a "Buyback"This particular package was processed by the Buyback Department Manager because it was received held together with rubber bandsThe Department Manager left this note:"I opened this box----there was no phone inside--box fell apart when I cut the bands."We offer pre-paid and insured FedEx labels for customers to send in their itemsWe also offer pre-paid USPS labels as some people do not have easy access to a FedEx locationHere is what we state on our website:What is the advantage of using FedEx over USPS Media Mail? FedEx guarantees delivery in 1-business daysEach order shipped via FedEx is automatically insured up to $per package USPS Media Mail usually takes 4-business days to arriveWe strongly suggest you purchase insurance when shipping your buyback to us via Media Mail, however optional insurance for Media Mail packages is not an expense TextbookRush covers TextbookRush is not responsible for packages lost or damaged in transit.We would encourage the consumer to contact the USPS regarding the missing item if they did purchase the insurance we suggested

The consumer quoted us a book in "very good" conditionThe actual item we received had a worn binding, dog-eared pages, and staining caused by some sort of liquid damageWe declined to purchase the book that was mis-represented to us We paid the shipping costs to get the item to us, and ask that the consumer pay the cost to return the item Our offer to return the item was a courtesy, as the Terms and Conditions of our Buyback process state that we will no return items for any reasonOur Terms and Conditions are available online here: http://www.textbookrush.com/help/policies/buyback-terms.aspx.Our offer to have the item returned to the customer is a limited-time offerLiquid-damaged books, such as this one, are maintained in a quarantined portion of our warehouse to prevent the spread of moldWe can only hold it for a total of weeks from the date it was received The consumer can reply to the email we sent him on June 2nd to make that arrangement

We have reviewed the consumer’s complaint about the textbook. That item was from one of our partner warehouses, and not one that we inspected first. Based on the consumer’s explanation of the issue, and the rental history of that book, we have issued the refund as requested.

The customer also contacted us directly about this issue, and we have resolved it outside of the Revdex.com Complaint The customer ordered an item from one of the Marketplace Sellers on our website, and ordered it with expedited shipping The Seller did not provide tracking for the shipment, and when asked, stated that they had changed the address as requested (which had not been requested) When the seller did not respond to additional inquiries from either us or the buyerWhen the seller contacted us earlier today, we decided to refund the order and provide the seller with a small amount of Store Credit to apply to the next orderThe customer responded:"I appreciate it I was only looking for a status update and there''s no reason they couldn''t give me one since the item supposedly shipped I couldn''t wait an indeterminate amount of time to resolve this because we need the book desperately and I didn''t trust ebooksweb would get back to me at all."

We have reviewed the images of the textbook and the previous use of the book, and have refunded the consumer the amount of the damage charge

When a consumer creates an account on our website they will created a "billing" address and a "shipping" addressThis is because the great majority of our consumers are college students who have a permanent “home” address as well as their school address, which may change frequentlyBy default, checks for Buybacks are sent to the consumer’s billing addressWe do this because many students sell us their books at the end of the term, and return home for breakTo make sure the address is the one the consumer wants their check to be sent to, each and every Buyback created on our site will have a screen that has this text- “We will mail your check to:” – followed by their billing addressImmediately below their address is a button labeled “Change Address” which would allow the consumer to enter a new address if needed I have attached an image from this consumer’s account that shows this textWe have blacked-out her personal information and added an arrow to where her address was shown The consumer may have missed this information in their haste to submit the Buyback, but the Buyback could not have been created on our site without that information shownWe believe that this settles the issue of the old address as being one of user-error Our policies about the – day reissue period are on our website We understand that not all consumers may read the policies, but this does not void them Our website also clearly states that we will not re-issue a check after days: http://www.textbookrush.com/help/faq/buyback-faq.aspx It’s been over days since I’ve submitted my buybackWill you reissue my check? NoWe highly recommend that you cash your check as soon as you receive it since we cannot reissue a check more than days after your buyback submission The customer was told this on July 16th, 2015: Please email us if you do not receive your check within days from the original date of issue and include your current address (or PayPal email ID) so we can send a new check Instead of contacting us at the beginning of August when the days had passed, she did not contact us until mid-OctoberWe do not know why We did not make an error, but have still offered the consumer a compromise that issues payment in full via Store Credit when our stated policy is that no payment would be madeThe consumer has chosen to reject this offer We believe we have made a good-faith effort to resolve this complaint in the consumer’s favor, and our offer remains valid until the end of October / [redacted] Style Definitions */

Checking addresses for an online order is an industry-standard consumer safety measure to prevent fraud If the customer received an error message of “Credit Card Declined - Invalid Address", it is because our system checked with the bank that issued your credit card to make sure their billing address matches what they have on file with them, and it did not match EXACTLYWe do not know the cause of the rejection, and as part of our Anti-Fraud process, we do not provide any suggestions to bypass this error message.While we regret that the consumer is unable to place her order due to this issue, we have confirmed with our Website Management personnel that the system is working properly, and that we have not seen any out-of-proportion increases in these errorsIf the consumer has been unable to correct the issue with her bank, we unfortunately do not have any additional assistance to provideThe $"charges" are actually pre-authorizations, and not a payment that we collectedThose will expire soon, if not already, and we have nothing to refund herSince we have no transaction with the consumer, and no money has been collected, we request that the issue be closed

As a courtesy, we have refunded the entire shipping chargeWe still extend the offer of returning a replacement copy of the text for a refund on the damaged rental charges

I am now submitting this not just as a complaint about the shipping but as about the rude customer service that this company utilizesFurther, I want to file a complaint about the fact that they are selling a non-transferable licensed product and buying their way out of it contractually with a statement to the effect of "not responsible for activation codes that don't work"This statement only serves as proof that they are fully aware they are selling a completely useless productThe product I received from them has amounted to a $drink coasterI don't buy CDs just to add them to my collection of useless CDs! This is a all-too common practice by textbook peddlers and it needs to be addressedI am quite certain that the sole reason none of them face consequences is because the $is not worth the time and effortWell, to me it is in this caseIf this company wants to complain about the "hostility" in my e-mails toward them, they should probably do a ton of QA work in their customer service department and stop trying to swindle their customersI can provide a copy of the entire conversation with them concerning the shipping and intend to as evidence of their unwillingness to address the issue at hand thereinI have, thus far, not had the willingness to communicate with them in any way concerning the "uselessness" of my CD-Rom because given my prior experience I will just wind up in a conversation that will infuriate me and be right back here again anyway

Textbooks are expensive In recent years, there has been an increase in copies of textbooks entering the market that are not authorized by the publishers In this case, the lack of the ISBN on the Copyright page made the processor feel that they were unable to confirm that this was a publisher's authorized copyOut of an abundance of caution, the book was returned to the consumer at no chargeWe paid for the shipping to us, and back to the consumerOur right to reject books for exactly this reason is listed clearly on our websiteAt this point, the consumer's book has been returned to them, and, as such, we have no further action to take regarding this issue.We would like to clarify that we did not tell the consumer to take their business elsewhere in the manner statedThe text of the chat shows: ' You can sell the book to another company if you feel as though there is nothing wrong with the book you sent."

We understand the consumer's frustration, as we have the same issue on our wide We have no record of the email they show ever reaching your email serverThe only email we have from the consumer or anyone with the consumer's last name in that time period is the email we referenced earlier that was sent on 1/6/ That email text is belowWe replied to this email the next day, and provided the consumer with a resolution that goes above and beyond our Rental Terms and ConditionsWe have provided the consumer with an opportunity to return the late textbook for a refund minus a $late feeThis is despite the consumer not return the book on time, and stating that they would dispute the charge as fraudulentWe just want our book back, and will be glad to refund the consumer once it is received according to the instructions provided.Again, this is above and beyond our stated online policy and the Rental Agreement she entered into when she made the Rental order

We apologize for the delay and frustration that is has causedWhen the customer's Buyback was processed (a couple of weeks ago), the final step of moving the Buyback into a "processed" status in our system was not doneThis caused the payment to be in limbo I have made the change today, and the payment should be issued overnight.We apologize for that delay by our Operations Staff, and the error by our Customer Service team member who did not identify the problem when we were contacted That will be addressed internally.This was our error, and we again apologize for the frustration it has caused

The customer did not provide an order number, and we do not have an account that matches the email address providedWe did find two accounts that match the customer’s name/address, but having two accounts is a violation of our User AgreementOne of those accounts has an order for three items, but the customer canceled them before they shippedThe other account has an order for two items, and one was a rental that has been charged the buyout fee, but the dollars and quantities do not match We simply can’t verify any of the details the customer providedIf the customer can provide the correct details for her order, we will be happy to respond

I replied twice via their online email I was ignored I need an email address that they will actually respond to.Note I used their online email response which they said was the best way to contact them

Revdex.com: 1,) I am referencing the response that we received from my survey of the seller & it didn't appear that the seller's actions were addressed by textbookrushIf they had researched the seller's listing of the book, they would see that the book was still listed for sale though they advised they didn't have the book Though they are not the seller, they are in fault for allowing sellers to treat their consumers that way I found many reviews of that seller like that, but they continue to let them sell and treat their consumers this way.2.) I find the 50% refund is satisfactory, provided the book is returned to us to try to recoup the remainder that was charged to our credit card

you have only showed the conversation o your end I have screen shots from he beginning to the endI want my money back NOW you are a big scam! Still no books and NO REFUND