Textbooks.com

We received this customer’s shipment ([redacted]) on 4/12/17. 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 copies. Our 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 individually. Genuine 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 cut. Genuine copies are smoother, as the publisher changes blades more frequently   Textbooks.com does not purchase counterfeit copies. In 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 copies. If the items are determined to be genuine – the buyback value will be paid. If 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 them. At any point that we have updated information regarding this matter, the customer will be notified.

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

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 quote. We asked our warehouse staff to recheck this item and...

they discovered that this was a check-in error. The 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 shipment. As soon as this correction is made, the customer will be paid the full value for both books on the quote. We are also reaching out to the customer via email with an update regarding this shipment.

[redacted]: When the order was placed on 4/13 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 promotion. My 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, [redacted]

We received the following shipments from this customer on 10/7/16:   [redacted] (1 Copy of 0[redacted], Essentials of Organizational Behavior) [redacted] (4 Copies of [redacted], Essentials of Organizational Behavior) [redacted] (1 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 copies. When 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 publisher. We gave the customer contact information for the publisher so that he would also be able to check with them regarding the status. Unfortunately, this can be a lengthy process. Since 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] (1 Copy of [redacted], Essentials of Organizational Behavior) [redacted] (1 Copy of [redacted], Essentials of Organizational Behavior)   We updated the customer regarding these findings. We are still waiting for a determination from the publisher on the last set of books:   [redacted] (4 Copies of [redacted], Essentials of Organizational Behavior)   Textbooks.com does not purchase counterfeit copies. In 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.

We were working with the customer at the time of the complaint was made - the issue should be resolved.

This customer purchased an eTextbook version of Gregg College Keyboarding and Document Processing, Lessons 1-60. 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 purchase. This 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.   60 Days: $46.35   90 Days: $63.04   130 Days: $79.73   180 Days: $92.71   Once an eBook is expired, we are unable to extend access to the book and an additional rental is required for continued access. This customer has purchased an additional 60-day rental from us.   Longer rental terms are typically cheaper per-day than shorter rental periods. While 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 5/9/17 for one copy of ISBN: [redacted]Acting out Culture).   We received this shipment under receiving number [redacted] on 5/12/17. The item received was ISBN: [redacted] (ACTING OUT CULTURE >INSTRS.ED<). We are not purchasing...

the version of the book.   In the event that a customer sends a different book than what is quoted and would like the book returned, we ask that they pay return shipping and handling as we have paid for the inbound shipping cost on a book that we are unable to sell.   In this case, we have paid the customer’s buyback value as a courtesy. Check number: [redacted] was printed today in the amount of $22.50 and will be mailed to the customer this week.

This customer placed an order for a Human Anatomy and Physiology eBook on 6/7/17.   He began contacting us on 6/24/17 and we have spoken to him via phone and email on multiple occasions. From 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 30 days of purchase.   Our Help Desk also states the following, under Return Instructions: Contact us at [redacted]@textbooks.com or [redacted] before you activate. eTextbooks are non-returnable upon activation. For inactivated textbooks, returns are accepted with 30 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 downloaded. This 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 100 copies of the same email to us in a day regarding a refund. As this item has been activated and downloaded, we are unable to offer a return on this order.

Thank you for contacting us.  We do not purchase loose leaf items as stated in our buyback process.

Initial Business Response /* (1000, 5, 2016/02/09) */
Hello:
We are sorry you are unhappy with you digital book purchase. Each 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 180 days use. And 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 extension... So if you need to purchase another copy - please use the link above.
Thank you.
[redacted]