Textbooks.com

This customer purchased an eTextbook version of Gregg College Keyboarding and Document Processing, Lessons 1-This eBook has an expiration date of 60-days, however – due to a site error this was not correctly displayed on the product page at the time of purchaseThis error has since been corrected This eBook is distributed by [redacted] Based on their pricing, this customer was charged correctly for the term in which she had access to the book Days: $ Days: $ Days: $ Days: $ Once an eBook is expired, we are unable to extend access to the book and an additional rental is required for continued accessThis customer has purchased an additional 60-day rental from us Longer rental terms are typically cheaper per-day than shorter rental periodsWhile we don’t offer all of the rental periods on Textbooks.com – we have reached out to the customer and offered a discount on her original order ($30+ applicable tax) to compensate for the error and take into account the lower daily cost of a longer rental period

This customer created Quote Number: [redacted] on 5/9/for one copy of ISBN: [redacted] *Acting out Culture) We received this shipment under receiving number [redacted] on 5/12/The item received was ISBN: [redacted] (ACTING OUT CULTURE >INSTRS.ED

We received this customer’s shipment on 1/4/18, under receiving number: [redacted] ? One of the items ( [redacted] ) that the customer quoted was originally checked in as a different edition than what was on the quoteWe asked our warehouse staff to recheck this item and they discovered that this was a cheerrorThe customer did send in the correct item from the quote ? Our warehouse is correcting this error and will be sending us the paperwork for the corrected shipmentAs soon as this correction is made, the customer will be paid the full value for both books on the quoteWe are also reaching out to the customer via email with an update regarding this shipment.?

We received this customer’s shipment ( [redacted] ) on 4/12/The shipment contained the following items: ARMSTRONG MARKETING EVANS ESSENTIAL INTERVIEWING JONES ESSENTIALS OF CONTEMPORARY MANAGEMENT These items were marked as unacceptable due to exhibiting characteristics consistent with being potential counterfeit copiesOur warehouse noticed the following when checking in these items: -All three copies were produced using a faster drying yellow-glue, as opposed to grey glue that is used by the publisher -Crease marks on the books are sharper, indicating each book was clamped individuallyGenuine copies are clamped in bulk -All three copies have stiffer materials used for the covers and are not made with the same type of cardboard that is used by the publisher -The leading edges of the pages have ridges and a rough cutGenuine copies are smoother, as the publisher changes blades more frequently Textbooks.com does not purchase counterfeit copiesIn the event that items are suspected to be counterfeit – they are held until a batch shipment can be shipped to the publisher(s), who will make the final determination if the items are genuine copiesIf the items are determined to be genuine – the buyback value will be paidIf the items are determined to be counterfeit, the matter is turned over to the publisher and all further communication will be directed to their anti-piracy division This process can take several months to be resolved, depending on the volume that the publishers are receiving and our ability to coordinate a time to send in a batch shipment to themAt any point that we have updated information regarding this matter, the customer will be notified

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2016/02/26) */ Thank for you contacting us We were unable to cancel the order because the item had already shipped Next Day & Second Day Air packages usually ship within the hour or less after being placed The customer may still return the item to us for a refund on the book cost Return instructions & address are included on the packing list - be sure to include the packing list with your return Best ***

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ This customer sent in two shipments which were received on receiving numbers: [redacted] (Quote: XXXXXXXXXXXX) [redacted] (Quote: XXXXXXXXXXXX) The quotes that were created for these items were for the paperback/hardback editions and the customer sent looseleaf copiesLooseleaf versions typically have their own ISBN and are not worth the same value as a paperback or hardback edition We explained to the customer where to locate the correct ISBN and have paid the value of the buybacks as a courtesy XXXXXXX-X: A check request was submitted on Friday and payment is pending XXXXXXX-X: Paid on check # XXXXXXXX, dated 1/08/ Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/01/14) */ This still does not resolve the issue with the second quote (#XXXXXXXXXXXX) for $which was handled the same way Final Consumer Response / [redacted] (2000, 12, 2016/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 10, 2016/01/19) */ This customer has been paid $for quote XXXXXXXXXXXXThe check number for this payment is: XXXXXXXThe check was sent on 1/12/

Thank you for contacting us.We received your shipment containing two books: [redacted] Physical Examination and Health-StdLabMan.used$[redacted] Essentials of PsychMental Health- With Accessused$18.5010We were able to pay you for the Physical Examination & Health book for $- however we could not pay for the Essentials of PsychMental Health - with access due to excessive damage Per our buyback policy - we do not accept damaged books as they cannot be resold in such condition If you would like the book back - please contact us at [redacted] and arrange shipping options Since we provided free shipping to us; we do charge for return shipping If you would like for us to recycle the book - please let us know as well.Best;***

We received the following shipments from this customer on 10/7/16: [redacted] (Copy of [redacted] , Essentials of Organizational Behavior) [redacted] (Copies of [redacted] , Essentials of Organizational Behavior) [redacted] (Copy of [redacted] , Essentials of Organizational Behavior) Upon inspecting these items, it was determined by our warehouse that they exhibited characteristics suggesting they may be counterfeit copiesWhen this is the case, we coordinate with the publisher to determine if the books are authentic We informed this customer about the procedure regarding these books in October and also provided tracking information for the samples that were sent to the publisherWe gave the customer contact information for the publisher so that he would also be able to check with them regarding the statusUnfortunately, this can be a lengthy processSince the determinations are made by the publisher, we are unable to expedite them As of 1/30/17, we received confirmation from the publisher that the following books are not authentic copies: [redacted] (Copy of [redacted] , Essentials of Organizational Behavior) [redacted] (Copy of [redacted] , Essentials of Organizational Behavior) We updated the customer regarding these findingsWe are still waiting for a determination from the publisher on the last set of books: [redacted] (Copies of [redacted] , Essentials of Organizational Behavior) Textbooks.com does not purchase counterfeit copiesIn the event that any items are determined to be counterfeit – they are turned over to the publisher and further communication regarding the matter should be directed to their anti-piracy division

This customer placed an order for a Human Anatomy and Physiology eBook on 6/7/ He began contacting us on 6/24/and we have spoken to him via phone and email on multiple occasionsFrom our conversations, the customer has access to this eBook and is accessing it on a smart phone – but doesn’t care for the functionality to zoom in/out Our product pages note the following for our 30-day return policy: Non-activated eTextbooks can be returned for credit within days of purchase Our Help Desk also states the following, under Return Instructions: Contact us at [redacted] @textbooks.com or [redacted] before you activateeTextbooks are non-returnable upon activationFor inactivated textbooks, returns are accepted with days from the date of purchase We are unable to receive a refund from the eBook publisher after a book has been activated and/or downloadedThis customer has accessed the eBook online and has also downloaded it to a device, so it is no longer refundable per our return policy We have attempted to help this customer get more functionality out of the book, however he has been very confrontational with us by phone and sent over copies of the same email to us in a day regarding a refundAs this item has been activated and downloaded, we are unable to offer a return on this order

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ We have reshipped a new copy of this book to the customerThe replacement is scheduled for delivery on 9/2/We have also provided a prepaid shipping label for the return of the original book, after the replacement arrivesResponse times on email inquiries may not be immediate during peak seasons, but are typically answered within hoursWe're also available for immediate help by phone during business hours, at XXX-XXX-XXXX

We received this customer's shipment on 9/25/It contained three items - two were in good buyback condition and one contained water damageWe have the following policy listed online for customers using the Textbooks.com buyback service: Before you sell a textbook, please inspect it to ensure that it's in good conditionThough it can display minor signs of wear and tear, a textbook in "good condition" is always free from: Stains Water damage Missing, loose, or torn pages/cover Excessive writing Broken spine Torn or damaged binding Any other significant damage or disfigurement As we are unable to sell a book with water damage to another student, we informed the customer of the $return shipping and handling fee to retrieve the book We have since been in contact with the customer and are preparing to return her book free of charge, as a courtesyHer book should ship from our warehouse later this week via UPS Ground shippingWe will send her additional details at the time of shipment

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Hello: We are sorry you are unhappy with you digital book purchaseEach and every digital book has different requirements from the publisher on how long they last, how many pages can or can't be printed and other various features Since all of the products do vary - we list the requirements of each item before you add the item to your shopping cart for purchase On the book you purchased: http://www.textbooks.com/Strategic-Compensation-A-Human-Resource-Management-Appr...⇄ It lists that the book is valid for days useAnd of the left side of the page the "Digital Rights" link in blue has further detail on all the products features At this time the publisher will not allow us to accept this item for return and will not allow us to sell an extensionSo if you need to purchase another copy - please use the link above Thank you ***

I apologize for the delay I believe this complaint was filed while they were working with the customer service department on the issue It is my understanding that both parties are happy and the issue is closed

Complaint: ***
I am rejecting this response because: I am fine with them not accepting the books, but I want the books backI bought the books on Ebay and need the physical copies to return and get a refund for myself.
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2016/02/26) */
Thank for you contacting us
We were unable to cancel the order because the item had already shipped Next Day & Second Day Air packages usually ship within the hour or less after being placed
The customer may still return the item to
us for a refund on the book cost
Return instructions & address are included on the packing list - be sure to include the packing list with your return
Best
***

We received this customer's shipment on 9/25/It contained three items - two were in good buyback condition and one contained water damageWe have the following policy listed online for customers using the Textbooks.com buyback service:
Before you sell a textbook, please inspect it to ensure
that it's in good conditionThough it can display minor signs of wear and tear, a textbook in "good condition" is always free from:
Stains
Water damage
Missing, loose, or torn pages/cover
Excessive writing
Broken spine
Torn or damaged binding
Any other significant damage or disfigurement
As we are unable to sell a book with water damage to another student, we informed the customer of the $return shipping and handling fee to retrieve the book
We have since been in contact with the customer and are preparing to return her book free of charge, as a courtesyHer book should ship from our warehouse later this week via UPS Ground shippingWe will send her additional details at the time of shipment

Final Consumer Response /* (2000, 7, 2016/02/12) */
the general manager emailed me and the issue has been resolved
thank you for helping through this predicament
sincerely,
*** ***

Initial Business Response /* (1000, 10, 2016/02/26) */
Thank for you contacting us
We were unable to cancel the order because the item had already shippedNext Day & Second Day Air packages usually ship within the hour or less after being placed
The customer may still return the item to
us for a refund on the book cost
Return instructions & address are included on the packing list - be sure to include the packing list with your return
Best
***

***: When the order was placed on 4/you had emailed us asking to add another book to the order so that you could take advantage of the free shipping program Since we cannot add books to existing orders the agent canceled your order so that you could replace the entire order for the
free shipping promotionMy agent replied with instructions on how to do so.Since you did not replace the order - we didn't ship anything out to you.Our inventory changes daily and our supply is in high demand this time of year - and since we do not have any more copies of the book you need in stock - we have nothing to ship to you at this time.I'm sorry I can't be of any assistance at this time.Best, ***