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Description

This company buys, sells, and rents textbooks.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that TextbookRush.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for TextbookRush.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 172 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

172 complaints closed with BBB in last 3 years | 77 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 31
Delivery Issues 12
Guarantee/Warranty Issues 0
Problems with Product/Service 111
Total Closed Complaints 172

Customer Reviews Summary Read customer reviews

108 Customer Reviews on TextbookRush.com
Customer Experience Total Customer Reviews
Positive Experience 38
Neutral Experience 1
Negative Experience 69
Total Customer Reviews 108

Additional Information

BBB file opened: July 09, 2004 Business started: 07/01/2002 in OH Business incorporated 03/01/2006 in OH
Type of Entity

Corporation

Business Management
Mr. Philip Smyers, President Mr. Jeff Brady, Director of Customer Care Mr. Scott Ward Sr., Assistant Manager, Customer Care
Contact Information
Customer Contact: Mr. Jeff Brady, Director of Customer Care
Principal: Mr. Philip Smyers, President
Business Category

Books - Textbooks New & Used Books - Used & Rare Internet Shopping Encyclopedia & Book Sales by Internet Scholastic Prep Courses, Books & Materials Books - New

Alternate Business Names
Bigwords.com Book Dog Books, LLC Bookbuyback.com Bookstores.com Faculty Cash Textbooksrus.com Textbooksrus.com, LLC

Customer Review Rating plus BBB Rating Summary

TextbookRush.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 802 Avondale Ave.

    Grandview Heights, OH 43212 (614) 486-3348

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/4/2015 Problems with Product/Service
6/30/2015 Billing/Collection Issues
6/29/2015 Problems with Product/Service
6/27/2015 Problems with Product/Service
6/27/2015 Billing/Collection Issues
6/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book and paid by credit card for the cost of the book plus $3.99 for S&H They took my money, but two days later they sent me an email saying that there was an error on their part as to the availability of the book, so they had to cancel the order. I was issued a refund for the cost of the book, but not for the $3.99 S&H. They said they do not refund the S&H costs. But if they never had the book to sell to me, they had no S&H expense, and so I requested that they refund the $3.99 or at least give me a credit for what I paid toward another purchase. I received no response to my request. I did order the exact same book through them, but now for >$2 more, on 6/9/15 and paid an additional $3.99 S&H. I still feel that I should only pay the S&H once since they are sending the book to me only once.

Desired Settlement: Refund me back the $3.99 ***** would be nice if you sent me the replacement book at the price I originally paid for it as it was their error in selling it to me even though they never had the book to sell me at that price.

Business Response: The consumer was given inaccurate information about their order by the CSR they dealt with.  The consumer was told that we canceled the order without shipping it. That was an error, and we apologize. The item did ship to the address provided by the consumer, but was marked as undeliverable and returned by the USPS. We do not refund shipping costs when we do ship an item, as did have to pay the USPS for the shipment. However, the CSR the consumer spoke with did make an error, and we have issued the additional refund to make up for that error.  The consumer should see a separate "Refund" email form us. We again apologize for the misinformation.

6/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A prepaid label was used to mail two textbooks in one box and the company is claiming that they received only one textbook. They say the box that they received weighed 5 lbs, but I personally have the post office receipt and it states that the box weighed 8 lbs. This company is operating with dishonesty.

Desired Settlement: I want my textbook returned, since they are not paying me for it.

Business Response:

The consumer used our USPS Media Mail label, rather than the recommended FedEx label. One our website’s Buyback FAQ page we provide this information in bold text:

We 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 deal with consumers shipping of hundreds of thousands of textbooks to us each year. We provide guidelines and even videos on how textbooks should be packaged and shipped. However, we still deal with issues every week where items are damaged, lost, or mixed-up with other shipments. Because of this experience with the USPS shipments, we provide FedEx Ground as the default/recommended shipping method for both Book Buybacks and Rental Returns, as well as the caveat to purchase insurance. We provide the USPS Labels because some consumers do not have access to a FedEx office location.  

The consumer quoted to send us two books, each of which weighed over 4 pounds.  When the package was received in our warehouse it was weighed before t was opened, and our system captured the weight at 5lbs. We did not have both 4 pound books in the package when it was received into our facility.  We would encourage the consumer to pursue the USPS Insurance option if they purchased the recommended insurance.

We do receive occasional deliveries from the USPS “Loose In The Mails” department with individual books stacked loosely into a cart. We do our best to match up these loose books with consumers who have had a distressed shipment.  If we receive the missing textbook and are able to identify it as being from this shipment, we will automatically issue the payment.   However, we cannot return or pay for an item that we did not receive. This is listed online at http://www.textbookrush.com/help/faq/buyback-faq.aspx:

If your package is received damaged and books are missing, we will not be able to pay for any missing books.

6/18/2015 Problems with Product/Service
6/16/2015 Problems with Product/Service
6/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Textbookrus.com had agreed to buy back my textbook, they said it did not meet their standards. They claimed it had water damage as shown in their pictures, however these pictures did not show any water damage, as it actually did not have any. I then had to go out of my way to find out when they would be sending back my property, which they replied that it is now their property even though they did not pay for it and that I had to pay $3.99 to get it back! This dishonesty is disappointing in a company that targets students. Very, very poor customer service.

Desired Settlement: Show me some courtesy and send me back my book free of charge, it is my property after all.

Business Response: The consumer quoted us a book in "very good" condition. The actual item we received had a worn binding, dog-eared pages, and staining caused by some sort of liquid damage. We 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 reason. Our 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 offer. Liquid-damaged books, such as this one, are maintained in a quarantined portion of our warehouse to prevent the spread of mold. We can only hold it for a total of 2 weeks from the date it was received.   The consumer can reply to the email we sent him on June 2nd to make that arrangement.

6/13/2015 Problems with Product/Service
6/13/2015 Problems with Product/Service
6/13/2015 Billing/Collection Issues
6/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from this company which arrived timely and in perfect condition. However, my daughter did not use the book because it was for an online course and she ended up getting all necessary information from various online sources. However, I inspected the book before returning it anyway, just as a habit, and found absolutely nothing amiss - no highlighting, torn pages, etc. I followed the rental return instructions, securely packaging the book in the same box it had arrived in a few months earlier, and sent it off for an on time return. I received notification that the book was received , and a few days later received a message that the book had significant "liquid' damage and my credit card had been charged $226.62 as total replacement cost. I emailed the company to get more information because I believed that the damaged book could not possibly be the same book that I had returned. Unfortunately, I did not photograph the book upon receipt or before sending it back, as I believed to be doing business with a reputable company which would not require me to prove the condition of a book I had rented since I have rented textbooks for years from several different companies, and have not once had to take this action. Therefore, I had no reason to be suspicious of this company. Another problem is that I researched the price of the book as a new textbook, and the highest price I could find was $217.00 - I was being charged more than this price, PLUS had paid $43.34 to rent it. Ultimately, I was charged more than $50.00 over the actual new book price. I was sent pictures of a book which does show damage, but I have no way of knowing if the photographs were actually from the book that I sent back. I asked for photos of the packaging that that particular book was received in, because if they actually took the time to photograph the book, they must have also photographed the packaging as a back up that it was my specific return. I have not received a response including any such pictures.

Desired Settlement: I would like a refund of $226.62 back to the credit card that was charged without my approval. It would be a bonus as well to get an apology or statement from the company that they falsely accused me of damaging a returned book, but I do not expect that to happen in my lifetime.

Business Response: The customer was sent a textbook in "good" condition, which is the next to lowest condition we rent. We cannot explain how the consumer felt that the book was in "perfect" condition when we sent it to her, as we had judged it at the 4th of the 5 possible conditions.  Because the book was used, and had been rented several times before, we have issued a 50% refund of the charge for liquid damage.  The images of the damaged book send to the consumer clearly show the dark stains on the book, and are such that we would not be able to rent it to another consumer.

We have an assembly-line process for opening the return rentals. The books are unloaded by FedEx staff in our warehouse. If they notice packaging damage they are to retain the items and return the items.  Items we receive are first weighed on the conveyor, then past to a team member who opens then and puts them in to individual tubs along with their shipping label (item identifier). The packages and packing material are placed into item-specific recycling containers at this point.   The next station on the conveyor is where the books are graded and any photographs are taken. This is why the consumer did not receive any package images.





6/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: "Absolutely NO DAMAGE was done to this book by me. It was mailed back with your return shipping label in exactly the same condition that it was sent. I want a full refund of the $120.35 "Buy Out" charge placed back into my account promptly." This is the exact email that was sent to Textbookrush. The details go as such: I received an email stating that Textbookrush was charging me a $120.35 "Buy Out" charge due to "Water Damage". Also, they stated that the book was no longer useable, will not be returned, and will be recycled. There was absolutely NO DAMAGE to this book. I am very disappointed in this companies business tactics, especially after reading the multiple claims of "Water Damage" against customers who adamantly state that NO DAMAGE was done as I am assuredly stating the same.

Desired Settlement: I want a full refund of $120.35 to resolve the matter. If positive resolution is achieved I will update this complaint with the positive results.

Business Response: The consumer rented  text book from us that was listed in "Brand New" condition.  I have retrieved the book from our quarantined area in the warehouse, and have taken pictures of the condition of the book to submit with this BBB complaint. The book we received back from the consumer was worn, torn, and had so much water damage that the rippled pages make audible cracking noises when opened.

As previous BBB complaints will show, we strive to meet consumers halfway with issues, especially when an item has been previously used. However, in this case we have a book that was "Brand New", and has been returned to us in unusable condition.  We are forced to replace this book now, and will have to procure it during the publisher's peak season at full price. Because of this, we cannot refund the consumer even a portion of the charge, as we would be operating at loss. If the customer can provide us a replacement copy of the same ISBN by June 15th, we will issue a refund - otherwise we will need to purchase the book ourselves.

The damage book will be returned to the consumer at no charge.

Consumer Response: Textbookrush has sent the BBB 3 pictures I have never seen, claiming that they retrieved the book from their "quarantined area in the warehouse." Prove that that is my book cause I can prove IT IS NOT.  I have submitted a picture of the original book with a pink" Post It", with my Rental ID# on it . I took a picture of it because I did not want Textbookrush to claim that they couldn't process this book properly without the right ID# and charge me. There is no damage in my photo.  The other 3 pictures are the ones that Textbookrush sent me via email.  Why didn't the they send the same pictures to the BBB that they sent me? Oh, I forgot they went into the untouched "quarantined area" to show the BBB some "water damaged" book, but where is the pink" Post It" that identified my account. Textbookrush is trying to rip me off. This company has to be stopped. I want a full refund. 

Business Response: The consumer should have been sent the same images on 5/29/2015 as part of the email notification that their rental was rejected. The images I sent the BBB are from her specific order. I 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 wishes. She 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 consumers. When 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 rental. We 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 fee. She 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 have.

We 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 charges. Other damages include but are not limited to water/liquid damage, loose/falling out/missing/torn/taped pages, torn or taped cover, or spine damage. If 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.


Consumer Response: I will make sure that my fellow students know about my experience with Textbbokrush. 

6/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Returned a book through Federal Express, Federal Express employee gave wrong information, book was delayed, Federal Express advised they would credit the shipping fee, company accepts credit and BILLS, customer, thereby doubling their money and refuses to credit the charge.

Business Response: We cannot locate the customer's transaction with the information provided. We do not have that email address on file as a customer account, and the only name match we have for the name provided is in a different state. If the consumer can provide the order number and/or the email address they used on the transaction we will gladly look into the issue.

Consumer Response: ***** 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 $10.00 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 ***** 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.   

Business Response: Can the consumer please provide us with the order number or the email address they used to place this order? We'll be glad to issue the $10 credit - we simply don't know who this customer is.

We provided this statement on the first BBB notice:  We cannot locate the customer's transaction with the information provided. We do not have that email address on file as a customer account, and the only name match we have for the name provided is in a different state. If the consumer can provide the order number and/or the email address they used on the transaction we will gladly look into the issue.

Since then, we have done a search of our email traffic for the past two months for her name, and we did not find any results.  We cant credit an order until we can find it.  We literally have millions of orders, and cannot manually track her down. The order number or the email address they used for the account are unique identifiers.

6/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold back a textbook and was quoted for 76.20. The book had VERY MINOR HIGHLIGHTING in the book. It however did have writing in the blank white pages in the book which is not in there buyback policy guidelines. They issued me $0 for the book and only issued me $103 of the $179. This is unacceptable.

Desired Settlement: I want the book ISBN # 9780314282224 sent back to me immediately. If they refuse then I want the $76. I do not want to do business with this company anymore because they are doing these fraudulent business practices to many people I know. Again I repeat I want the book ISBN # 9780314282224 sent back to me immediately. If they refuse then I want the $76.

Business Response: Our stated policy is clear about items that we will not purchase, as well as being clear that we will not return items that we are rejected. However, our processing team did make an exception for this consumer's book, and it was returned the same day it was rejected. The item shipped out on Monday, but FedEx does not yet have an expected delivery date posted. If the consumer contacts us we can provide the tracking number.

Consumer Response: Please send me the tracking info through BBB or to ******@*********college.edu 

6/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book for class from textbook rush and the book was so affordable it was to good to be true, I was so excited that I finally found a company with amazingly affordable books!! BUT I will never be purchasing from this company again and I hope that they can resolve my issue because if not I will be taking them to court and preceding further with this issue. I rented a book from them and when I returned it they set me an email saying that I would be charged $152 for the book, because of water damage, which I wasn't even aware of on the book. They then attach a picture of the water damaged book and I have to say the book had to have been messed with because it honestly didn't look like that when I turned it in, the pictures definitely exaggerated the situation so that the company can charge me. Also, I was reading the terms and conditions and it does not say that I will be charged full price for water damage anyways. It say that if a book is not in usable condition they will charged 125% less the rental price, but I was charged way more than that, when according to the terms and conditions I should've been charged less!! On top of that they said they wont be sending me the book back because they will be recycling it? I believe that the company is going to rent it out still, because it definitely was in usable condition. I was scammed I was charged way overprice for water damage, which I wasn't even aware of. I have sent the company multiple emails and called numerous times. My emails have been unanswered and the person I spoke on the phone with was very clueless and didn't help with my situation at all. What was done to me was unfair and most certainly illegal and I plan on continuing further if this situation isn't resolved.

Desired Settlement: Since this company overcharged me and left me with $10 in my account without my prior knowledge of the charge I would like my money to be refunded. I checked the terms and conditions multiple times and I know for a fact I was not to be charged $152.

Business Response:

The consumer was sent a brand new copy of the text. They were the first rental customer for that specific textbook.  When we received the book it had the liquid damage that the consumer referenced in their comments. Those images are also supplied with this BBB response.  The book is no longer usable for us, and will be recycled. The book cannot be stored due to the risk of that item developing mold, which could be transferred to other books.

We rent books at the “amazingly affordable” prices that the consumer mentions, because we expect to get 5-6 rental turns per item.  This book had one rental, and will now have to be replaced.  Due to the specific economic realities for this item, we cannot afford to refund the consumer or make any accommodation.  When a book has been used previously we have some leeway, but in this circumstance the consumer is simply funding our replacement of the book that was returned damaged.

Alternatively, if the consumer can replace the book with another copy, we will refund the charges*.  We do not want the consumer’s money – just our book (or a direct replacement). We would need to have that replacement by June 17th, or we will need to place the order for the new text.

For the consumer’s convenience, we are posting the book title and ISBN that is needed for the replacement:

Art of Public Speaking
Lucas, Stephen
Edition 12
ISBN: 0073523917

*We follow the Amazon book-condition listing standards. We shipped out a “New” condition item. We expect books to come back on rental with some wear, so we would except either a “New” condition text, or the next condition, “Used -Like New”.  They will need to print a new rental return label to return the replacement item. The consumer can contact us directly for any assistance they need.

Lastly, the consumer may have missed the below section of our Rental Terms and Conditions (http://www.textbookrush.com/help/policies/rental-terms.aspx). They were shown the “Buyout” price during their rental check-out process online.

Book condition

TextbookRush guarantees the condition of all books rented and sold. Because of our high standards, we require that highlighting, writing, or note taking in your books be very limited.

Items received with heavy markings/writing or in otherwise damaged condition will incur additional charges. Other damages include but are not limited to water/liquid damage, loose/falling out/missing/torn/taped pages, torn or taped cover, or spine damage. If 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.

Business Response: The consumer's book is already in transit to her. The tracking shows an estimated delivery of Wednesday.

6/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook for my son. It was returned prior to 6/3/15. The date the company received the item was 5/26/15. On 5/28/15 at 3:04pm I received an email: Hi ******* ***** ******** We have received a package with the tracking number *************** for online rental number ********. Your package has not yet been opened or processed. This message is just to inform you we have received your package. Your package will undergo check-in within 1-2 business days. Sent by TextbookRush email system; this address is not monitored for response. Please direct all inquires to: help@textbookrush.com. Thank you, Your TextbookRush Team In the email as you see it says my package as yet to be opened or processed. Today 5/28/15 I was charged $69.57 for damaged to this book. The charge came through prior to this email. I contacted the company via online chat. It did not go very well. I understand I should have read the terms and agreement better. The person I spoke with (******) stated that an email was sent to me. I have yet to receive an email. How can I receive a charge for a book that has yet to be processed? Why am I being charged before being notified I will be charged?? I was told their system is delayed. Well its not delayed for taking money only contacting people. I did send an email to them asking them to explain this.

Desired Settlement: A refund would be nice since they have yet to notify me of these charges. I am sure it will not happen. I want them to change their policy. Notify people. Give them a chance to be aware before you charge someone. Its almost $70. That is a lot to some people. Notify people. Give them a day or 2 before you charge them. No one should be take by surprise like I was today.

Business Response: I have reviewed the history of this consumer's book, and based on the previous usage of that rental, I have refunded her 50% of the damage charge. We cannot explain why the consumer received some of the emails but not that one. It is all automated on our side.  That email was created and sent on 5/29/2015, but has been re-sent today.

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my textbook back in perfect condition. I got an e-,mail saying it had water damage. When I try to click on the picture it says my password is incorrect. I tried 3 times to get a new password and have not received one.

Desired Settlement: resolution

Business Response: The consumer contacted us by email earlier today and we have sent them a temporary password and additional information on the items that we considered too damaged or had too much writing in them for us to purchase.  We cannot provide password information via this public format.

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold a textbook one year ago to Abe Books and never received a check. When I received confirmation that the book had been processed, I waited several weeks for a check and never received one. I contacted Abe Books at buyback@bookstores.com and was told by an associate named ***** in July that the payment had been sent and which address the check was sent to. I waited patiently for a while longer and still received nothing. When I moved into a new place, I contacted ***** again in December with a new address. This time, I was contacted by someone from textbookrush.com. This was the first time I had been directed to speak with them and up to this point was unaware that Abe Books dealt through a third party. They allowed me to change my address and said they reissued the check. Upon contacting them recently, I learned that this was a one-time "courtesy" payment and they actually have a 90 day time period in which you may request second payment. When they sent this payment in December, it created an expectation that it was their normal course of business to reissue checks that had not been cashed. It was never made clear that if payment was not received, I would need to contact within 90 days OR that their willingness to send a second check was outside their normal course of business and should not be expected to be repeated. All that was communicated at this time was: "Hello, I have requested the check be sent. Sincerely, *********" I still did not receive this second payment. I contacted again in January. I was told that I would have to wait 45 days to request additional payment but that when I did get back in touch, we should try a different method than a check. I wholeheartedly agreed. Because I was told not to ask for at least a month and a half, I tried to be more patient. Again, I was never informed that there was a 90 day period when I could receive payment. Their actions up to this point led me to falsely believe that they would do whatever was in their power to rectify the situation. When I checked back in May, I was told I was three weeks "too late" to receive additional service. This was the first time I was told about the 90 day period or that the check sent in December was a one-time courtesy check. Though I understand their stated terms and conditions, I sold a product in good faith and have not received payment despite attempts to resolve the issue. After calling a customer service representative on 5/14/15, and requesting to speak with a manager, I was told there was "nothing they could do." Because I consistently made effort to resolve the issue over the course of 12 months, was never informed about their policies, and have not received valid explanations as to why two checks would have been lost, I believe this indicates a lack of willingness to seek a resolution on their part.

Desired Settlement: A payment of $186.00, applied to my credit card (which I will provide upon request).

Consumer Response:

Hello,

I have attached some relevant emails related to my complaint.

Thank you for your help,

 

Business Response: Our policies for AbeBooks Buybacks are stated very clearly online here:

http://buyback.abebooks.com/faq.aspx 

The pertinent sections are pasted at the end of this message.  Our policies detail the process for payment, and include " A check cannot be reissued more than 90 days beyond your buyback submission." The consumer states: "I understand their stated terms and conditions", but also states "I was never informed that there was a 90 day period when I could receive payment." 

The customer also states: "
Because I was told not to ask for at least a month and a half, I tried to be more patient."
We believe that this in reference to her waiting for until approximately one year past the date of the Buyback to contact us again. This was about 9 months past our 90 day window for re-issuance of the check, and the lack of contact during our stated time period is why the check will not be issued for the 3rd time. 

To recap, we sent the check to her address once. We offered a different payment method or a different address, but she asked to have it sent to the same address a second time, which we did. As is our stated policy, we cannot resent the check past 90 days.

Text from our Website:

How and when will I be paid?

  • Check: Payments are mailed within 1-3 business days after your shipment is processed.
  • PayPal: Payments are issued 1-3 business days after your shipment is processed.

How long should I wait to receive my check?

You should receive your check within 7-10 business days after your shipment is processed. However, if you have not received your check within 30 days, please contact TextbookRush immediately.

How long do I have to cash my check?

You must cash your check within 30 days of the check date. The check will be voided after 30 days.

Why did I receive a check when I selected PayPal as my payment method?

If your PayPal email address is returned as invalid when payment is issued, then a check will be sent to your billing address the following business day. Your payment method will also default to check. In order to receive payments via PayPal in the future, please login to your account and re-enter your PayPal address and verify that it is correct.

I cannot find my check or I’ve lost my check. Will you reissue one?

If it has been less than 90 days from the date you’ve submitted your buyback, you may request a one-time reissue of your check provided it has not been cashed. Be sure to include a note detailing your buyback number and the address the new check should be sent to. Please note that a reprocessing fee may apply when applicable.

I have my check, but I’ve forgotten to cash it within 30 days of the check date. May I request a new one?

If it has been less than 90 days from the date you’ve submitted your buyback, you may request a one time reissue of your check provided it has not been cashed. You must include your original check and a note detailing your buyback number and the address to which the check should be sent. Please note that we reserve the right to assess processing fees when applicable.

It’s been over 90 days since I’ve submitted my buyback, will you reissue my check?

No. Cashing your check as soon as you receive it is highly recommended. A check cannot be reissued more than 90 days beyond your buyback submission.

May I change my payment method?

No. Once a buyback payment method is selected and your payment is processed, it cannot be changed. For example, a check cannot be changed to a PayPal payment.




Business Response: Our Store Credit can be used for the purchase of any items shown on our website. This includes textbooks, novels, video games, movies, and consumer electronic products (such a iPhones). The Store Credit is available for use on the consumer's account now.

Consumer Response: Though I do not consider this a complete resolution to the situation, I appreciate the effort and will accept the store credit. I hope this instance has helped the company understand where they may have a break in communication with their customers. I would encourage them to more clearly emphasize deadlines and constraints when dealing with customer service issues so this situation is not repeated.

6/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent in two books to sell following a quote being provided to me along with shipping label for the item. The buyback order # 2142013 is the transaction in question. On April 29th, 2015, I mailed the packages via Media Mail from USPS in Amelia Ohio to their location in Grandview Heights, Ohio. It took the delivery only 5 days to reach the department of the bookstores.com warehouse to complete the bill of sale from myself to the company. When I inquired about the status of the book sale, I was informed that only one of the books arrived even though they were both shipped the same day from the same place. Furthermore, I was told it must be lost somewhere in the warehouse and to just keep an eye on the account to track the status change that would be anticipated in the near future according to the customer service representative. I waited 5 days and still no updated status so I contacted the business in question again on May 9th, 2015. I was informed again that they had not received the book or it would possibly be lost in the warehouse and is awaiting invoicing to continue the transaction. I was also told "rudely" that I would have to just deal with it or contact the United States Postal Service in regards to my package to check and see if it has indeed been delivered. I did just that and the USPS told me as well that the item has been checked into the facility as of May 7th, 2015. I then contacted the business, bookstores.com and they proceeded to be short with me by telling me that I never sent the book. Continuing to insult me calling me a liar and telling me that I must be forgetful as "I did not send it to them because if I had they would have received it." I hung up furious and after two weeks of seeing no updated status to my account decided to file this complaint.

Desired Settlement: Desired outcome would be to either send me the book back with the ISBN # 9780803627789 titled "Basic Nursing Concepts" by Judith M. Wilkinson or to pay me the money owed for the book that I was quoted for and mailed. It is not my fault they lost the invoiced book in the warehouse following delivery and I have no control over their mishandling of the item. It was a promised quote for the book and any depreciation of the book's value based on timeliness of the shipment is not in my control either and should not change the quoted value of the buyback of said item. I would also like the company to extend an apology for the utter disrespect that I received over the telecommunications from the company. It was unacceptable and if only I had the names of the CSRs involved I would have included them in this complaint. I will not do business with this company ever again.

Business Response:

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 warehouse. This 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 been. We received, processed and issued payment for the on package we have received. That payment was issued on May 6th, 2015.

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.

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My girlfriend tried to be nice, and rented a textbook from textbookrush.com for my criminal law class. The textbook I received was already heavily highlighted and had large amounts of writing in the margins. Now Textbookrush.com is claiming that I have marked the book with up to five different highlighting styles, in four different colors, and in various handwriting (with different pens). They are charging me 125% of the list price for a used textbook, and I mean well used. This book had been through the ringer and multiple renters before me. The company is going to claim that according to their TOS that I should have returned the textbook since it was in such bad shape. To that, I wonder if their legal department personnel would have risked not having a textbook available during their 1L years. I certainly did not expect that basically storing the textbook would cost my girlfriend such an amount of money, and me such an absurd waste of time.

Desired Settlement: I have requested a full refund for the unauthorized charge against the credit card, and a full refund of the rental price. Why should I pay for a book rental that is in such bad shape that the company is now deciding it is useless (but worth a couple hundred dollars after they have already made their money on it)?

Business Response: The book was rented in "Acceptable" condition, which is the lowest condition we will allow for rental/sale. We have reviewed the images of the book, and we have refunded the customer for the damage charge based on the book being near the end of it's useful life with us.  We have not refunded the initial rental charge, as the consumer did keep the book for the entire rental period.


Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is acceptable.  I am leery of any organization that continuously receives and has to deal with these types of complaints.  I will certainly check the number of BBB filed complaints within the last year before I use another online textbook rental company.

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book from this company and when I receied it, it was in bad condition. I sent an email to the company to warn them of this matter. They have now charged my card for the price of the book in full and I cant get in touch with anyone in the company. Reading complaints today, I see this a common practice of this company. I feel they are running a scam with customers and this is not fair at all.

Desired Settlement: I would like these charges returned to my account because they rented the book in bad condition.

Business Response: We have no record of any contact from this consumer regarding the rental condition. The only contact we have previous to this charge was for an unrelated Buyback order.  However, we had already reviewed this consumer's email regarding her rental, and based on the condition of the rental when sent, we have issued a refund earlier today for the damage charge.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company sold me a textbook annotated with the teacher's addition inside it. After the semester term had ended, I attempted to sell it back to them. However, after they had received the book, they told me that they could not buy it back since it was the annotated version, even though it was the same version sold to me in the first place. Then, they proceeded to charge me a fee for shipping the book back to me so that I could retain my property.

Desired Settlement: I would like to receive the money that was promised to me in the buyback.

Business Response: The customer placed an order with us in January of 2015 for the Annotated Instructor's edition of a Spanish textbook. The customer paid $5.77 for the product. The amount they provided in the complaint included shipping charges. In May of 2015, the customer returned to our website and created a Buyback order. In that Buyback order they selected that they would send the US Student Edition of the same Spanish textbook.  US Student Edition tend to be worth more than International or Instructor's or Annotated editions. When we received the package (which we provided a pre-paid shipping label for), our team identified the item as being different than the US Student Edition. We are no longer purchasing the Annotated Instructor's Edition for our inventory.

Our stated policy online is that we will not return items quoted incorrectly. However, as a courtesy, we offered the return of the item if the customer paid for the shipping. Again, we paid for the shipping to us, so we think that this is a fair offer, and above our stated policy.

The customer is asking for something we cannot do: sell an item to a customer for $5.77, allow the customer to fully use the item, and then buy the same item back for $11.20.

We will send the book back to the customer at no charge, however, as an additional courtesy.





5/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received my rental textbook from Textbook Rush in a timely manner, and although the book had some highlighting and notes in it, it was still usable. I sent the book back after my semester ended and before the rental period was up, and within a week I received an email saying that my book had been received and checked in with no problems, completing my rental with Textbook Rush. A few days later, I received an email detailing the "damage" I had done to the book and informing me that I would be charged the buyout price, which is 125% of the book's value minus the rental charges I had already paid. In addition, they stated that the book was "unusable" and would be recycled. I did not put a SINGLE mark in that book. I returned it to Textbook Rush EXACTLY as I received it. I did not take pictures of the book when I received it because I assumed I was dealing with a reputable company that would not charge me $100 for "damage" that someone else did to a book. My word should be enough to call Textbook Rush's actions into question, but for further "evidence," the other book I returned at the same time, in the same shipment, should be considered. There were no marks in this book, and the book was returned and checked in with no issues. If I was brazen enough to put copious notes and highlights into one textbook I rented, why would I leave the other without a single mark? I emailed Textbook Rush back, saying that I did not put a single mark in that book and that I did not consent to paying their "buyout price." I got an email back detailing the damage again and reminding me that they were proceeding according to the rental agreement. I replied, saying that I understood that was the procedure outlined in the rental agreement, but since I did not damage the book in any way, it did not apply. They have ignored my email since, and charged $94 on my credit card. I am extremely angry about this situation, and I am notifying my credit card company to refuse the charge. However, I'm not sure they will be able to stop the charge now that it has gone through, and I do not intend to pay a single cent for a book that I DID NOT damage.

Desired Settlement: The outcome I desire is for Textbook Rush to refund the $94 charge that they processed without my consent and based on damage that I did not inflict. This charge is on my credit card and as such will be accumulating interest, so I suggest they process the refund in short order to avoid increasing the amount that they are responsible for.

Business Response: 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.

Consumer Response: Better Business Bureau:

I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.   I am pleasantly surprised that this was resolved so quickly and easily, and I am very grateful to the BBB for helping me with this issue.  Also, thank you to TextbookRush for addressing my complaint.  It would have been better if they had addressed it before I had to contact the BBB, but I appreciate the resolution nonetheless and when the refund posts to my account I will adjust my ratings and reviews of this company accordingly.

5/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The textbook rush website offers to buy back text books, and gives an estimate how much you will be paid. I mailed two books to them earlier this month, a psychology book, and a technical writing book. I received payment for the psychology book as agreed but no payment for the other book. I wrote them an email last night and asked why I did not get paid for the other book. They claim the book was not up to there standards( and it was in perfect condition, hardly used), and they will ship it back to me for 3.99. I refuse to pay that. They should either pay me for the book or send it back free of charge. This is outrageous. My buy back id # is *******.

Desired Settlement: Ship back my book free of charge, or give me my payment via paypal.

Business Response: The customer quoted us the US Student Edition of the text. The actual item we received was the Instructor’s Edition of the same text. They look very similar, but have different ISBNs. We are not purchasing the version the consumer sent in, and it is being returned to the customer as a courtesy.

Consumer Response: I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a quote for buy back used college text books. Sent the books, they were received and the amount quoted was shorted by $18.25. No indication as to why on the site. Their help area says if there is going to be a difference in actual versus quote it will be indicated. I called and was told it was because the book was an "instructor's version" which is apparently a cheaper version. There is no documentation/photo's to prove this was the truly the case or they are scamming me.

Desired Settlement: I would like the full amount quoted sent to me or proof that the book is truly the instructors version. Thank you.

Business Response: The customer is correct in their description of the issue. They quoted us the US Student Edition of "Abnormal Psychology in a Changing World" on our online Buyback portal. However, when we received the item, we found it to be the Instructor's Edition of the text. These are similar books, often looking the same, but have additional information for the instructor of the class. They will have a different ISBN. Instructor's Editions are usually worth a bit less than the US Student Editions, and in this case it was about 20% lower in value. We did process the Buyback for the item received.

This is as stated on our Buyback Terms and Conditions, found online here: http://www.textbookrush.com/help/policies/buyback-terms.aspx

We paid the customer for the exact item received, and as such have followed our policies listed online.

Consumer Response: they have not shown any proof that the book i sent to them was indeed an instructors version. 

Business Response: The attached image is a screen-shot of the customer's account from our system. I have added an arrow pointing to the book in question, and our system shows the "Trait" of International Edition. It also shows the amount we paid for the International Edition item. We have cropped the image to remove personally identifiable information for this customer.

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a small book seller and routinely sell textbooks online. TextbookRush has an online buyback program in which you can submit a buyback and receive a quote to buy the product. I recently submitted a buyback request at TextBookRush.com and one at BookStores.com. I then got a very quick and angry email from a customer service representative stating I cannot have "multiple accounts" and despite the fact that I sent in two items, only one quote would be honored. They then angrily referred me to their terms and conditions. I read the T&C and my concerns are this: as an individual, I have no idea that TextBookRush apparently runs buyback companies under various names. What the customer service representative implied is that by accepting the terms and conditions of one site, I am therefore accepting the terms and conditions of all their companies. There is nothing indicating these separate websites are linked, and this seems like a highly immoral practice. TextbookRush has routinely failed to pay up for quotes that I have entered, provided terrible customer service upon inquiry, and in general have been difficult to work with. I raised my concerns and this ended in a closing of all of my accounts, as I was apparently again violating their terms and conditions, despite the fact that they never received the "multiple sellbacks" they claimed I had made. I fear that they simply take advantage of people, by pointing to very vague guidelines.

Desired Settlement: I would like them to accept, individually, the quotes I made at each site. If having an account on each site is considered "multiple accounts" this should be clearly stated in the terms and conditions.

Consumer Response: Please withdraw my claim.

Business Response:

Our business model is designed for individual students who sell their used textbooks to us at the end of their term. The “consumer” in this complaint is a bookseller who was selling us quantities of individual books that exceeded our systemic limits. The consumer has been notified of our policies on multiple occasions in the recent past, and was given specific instructions on how we would allow him to participate in our Book Buyback program even though he was not our target market. However, the consumer has stated that they did not feel the need to follow our posted policies or instructions emailed to him specifically:

From the consumer’s latest email (5/14/2015)

“Here's the deal - you can not apply quantity limits collectively”

“If you disagree and deny my sellbacks as described I'm happy to escalate this issue.”

“Do not apply quantity limits on a multiple site basis or I will escalate this issue.”

 The consumer also admitted to creating a software program to create bogus Buyback transactions on our sites.  The bogus transactions can impact the prices to be paid to legitimate consumers, dropping the value of their books.

“I am a computer programmer and created those other accounts to test an application I am building that aggregates textbook sellbacks quotes.”  (From a different email on 5/14/2015)

We, like any business, reserve the right to choose who we can and will do business with, and we have decided that is in our best interest, and the interest of our consumers, to no longer engage in any business activities with this consumer. 

5/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Buyback #2133838 I sent a textbook, Principles of Microeconomics: ISBN: *************, in very gently used condition. They quoted me the price of $117.25. Once the textbook arrived, they refused to issue payment. After contacting them several times, they said the item did not meet their standards. When I asked what about the book did not meet their standards they said they could not comment on the reasons. They are refusing to even return the book.

Desired Settlement: I would like to be either paid for the book or to have the book returned to me.

Business Response: The book was returned to the customer on 4/30/2015. The tracking shows that it is out for delivery today.

5/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold 4 books to Abebooks.com a company that Textbookrush.com handles all the buy backs for. I sent the books in on April 15. The books were all identical to the ISBN that was entered into the website and I was quoted $140 for all 4 books. The books were brand new I think one was even still in the wrapper. On April 27 2015 I received a check from textbookrush.com for the amount of $31.64. I have not had any emails from them saying that their were anything wrong with the books at all. The check was for buy back order #*******. The order that I was quoted $140. I was not made aware of any reason why I would be only paid $31. No email or phone call was sent about the condition of the books. I followed their packing directions and placed the txt books in a box nice and neat. I have read other complaints about how this company always claims damaged books. Well their is now way these books could have been damaged unless FEDEX set them on fire. If they received the wrong book than its heir fault because I sent exactly what ISBN was on their site. I have another buyback in process with them that I sent in on Friday and fear it will be the exact same thing with this company. All I want is my books back or the full quoted amount.

Desired Settlement: I want either the full quoted amount or my books back and I will return the check to them.

Business Response: The customer quoted us 4 books on his Buyback order. When we received the package, we noticed that one item was a different version of the text than what they quoted. We received ISBN 0321897420 instead of ISBN ************* that they stated they would send to us. That book was sent back to the customer at our expense as a courtesy. The tracking shows that the package was delivered to the consumer's address on 4/30/2015.  We will send the consumer an email directly with the tracking information since we cannot post consumer-specific details on the BBB Portal.


4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3.24.2015 I requested a buyback (#*******) for Project Management book that I purchased through my school website. I shipped out the book on 3.24.2015 at 3:22 EST. The book was received by them on 3.30.2015. On April 1st, 2015, I received an email stating that they could not accept by buyback because the ISBN was not the correct one from the buyback. However, I have physical proof showing that the book that I purchased through my bookstore is indeed the book that I sent back to them. This quote was originally for $117.75. I received the book back today in the mail at no charge, however, the book that they sent back to me is not mine. According to all of my receipts from my school bookstore, this is not mine. The binding is also damaged and the corners of the book is damaged. There are also scratches all over the cover. This book was in mint condition as I found I needed it very little for the 8 weeks I was enrolled in Project Management. I also entered in the ISBN into their website directly from the back of the book I was using, so I'm not sure how they think I did anything wrong here.

Desired Settlement: I am expecting a refund of $117.75 for the book I sent you. Even though I received this OTHER book back, which is not mine, You have my original book with CD components and I expect a refund for the quoted total sent to my paypal address which you already have on file

Business Response:

As stated on our website (http://www.textbookrush.com/help/faq/buyback-faq.aspx), we can only process the exact item received, in the exact condition received. The consumer quoted us a bundled set of a book and CDs (ISBN 9781259186400), and we received only the book (ISBN *************).  Rather than pay her far less than she was expecting, we returned the book as a courtesy. We do see that the USPS Tracking on this item took an unusual route to get to us (from Indiana to Pennsylvania bypassing our facility in Ohio before being delivered). It is possible that the package was damaged during transit causing the loss of the additional items and any noted damage to the book. If this is possible the case, then the cosnumer would want to contact the USPS regarding insurance on their packaged contents (if they opted for the USPS insurance as recommended on our website on the same link as above:

“We 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 did not receive the item that the consumer quoted us, and we returned (at our expense) the item we did receive. We have gone above our stated policies in this matter.

Consumer Response:

According to what the business stated, I had a buyback for an item which contained a book and a CD. From what I am finding, they did not bother to look in the back cover of the book which contained the CD. I have attached my evidence that my book was properly quoted, then the company returned a book without a CD in the back page, and has severe cover damage. The only book that my school sells, is the one attached and it is the same book that I sent to them which was later rejected. For these reasons, I still expect a full refund in the original quoted amount. 
As you can see, the book from my order page contains ISBN ***************** which is the book which I received from my school and was also the same book I sent for buyback. The CD component was also sent attached and unopened on the inside of the back cover. The company failed to look for the component, and they falsely returned another book to me under another ISBN which contained no CD component.

Business Response: The consumer has provided us with her online receipt from for a purchase in 2014 she placed through her school. We have no way to verify that the school listed the textbook correctly.  We have no way to verify that the 3rd party company that school used to process the order processed it correctly. We have no way to verify that the book the consumer received in 2014 and used for her class was the book that was shipped to us.

We had no involvement with this item until the package was delivered to us in March of 2015. We are only able to address the item we received.  The item we received was not the full and complete set that the consumer quoted to us, and as a courtesy, we shipped it back to her at our expense.

We would also like to clarify that there is no "refund" involved with this transaction. The consumer did not purchase this item from us - they purchased it through their school. The consumer created a "Buyback" order online to sell us an item. When we received it and determined that the item we physically received was different than the item quoted, we returned it to them. There is no refund due to either party.

The consumer sent us an item, and we returned it to the consumer as a courtesy. We paid for the shipping to and from the consumer to us.

Since the consumer's item is back in their possession, we consider that they have been "made whole" at that the transaction has been completed in a fair and reasonable manner.

4/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased two textbooks on March 10. The stated delivery time was 4-14 days. The items arrived, according to USPS tracking on March 27th which was 17 days after purchase. I have made several attempts to resolve this case and I can't even get the vendor to send me a return label to ship the book back. The terms of agreement of the sale are: Returns: Marketplace sellers are required to accept returns within 30 days of the order date. Any buyer who returns a book due to an error on the Marketplace Seller’s part (i.e., wrong book shipped, faulty packaging resulting in damage or loss, item not as described, item shipped past deadline, etc.) shall not be charged shipping, handling, or restocking fees and will be issued a full refund. However, modest restocking fees no greater than 15% of item cost may be charged when the reason for return is no fault of the Marketplace Seller (i.e., buyer changed his or her mind, buyer ordered incorrect book, class cancellation, etc.) Marketplace Sellers may not assess additional shipping charges for the original shipment of the order. Credits are $2.99 or $5.49 of the original shipping charge. Marketplace Sellers may not impose additional shipping fees for the original shipping charge if an order is returned. Buyers must request permission to return a book within 30 calendar days from its order and the Marketplace Seller must respond within 2 business days of the request. Any fees deemed excessive by TextbookRush may be charged back to the Marketplace Seller and a refund in part or whole given to the buyer. The maximum restocking fee permitted is 15% of item cost. Since refunds cannot be given above the original purchase amount, Marketplace Sellers must provide a prepaid shipping label for returns that are the result of the Marketplace Seller error or forfeit the item. Marketplace sellers may not under any circumstances ask for or coordinate payments or credits outside of the TextbookRush Marketplace. Customer return requests are considered valid when first contact is made within 30 days of the order date.

Desired Settlement: I would like a FULL refund of all monies paid.

Business Response: The consumer placed an order for books to be sent from one of our Marketplace sellers, and not from us directly. The consumer's complaint is in regards to the delivery time of the items ordered. The consumer placed their order on March 10 and it was delivered 14 business days later, on March 27th. The key to this complaint is a misunderstanding, which we should have made clear to the consumer earlier in the communication.

Our stated policy for the shipment of Marketplace orders is:

Items purchased from the TextbookRush marketplace are priced per book and vary based on the method you select.

  • Standard Shipping $2.99 per book. 4-14 business days delivery estimate
  • Expedited Shipping $5.49 per book. 3-5 business days delivery estimate
 That policy can be found here: http://www.textbookrush.com/help/policies/shipping-policy.aspx

In this consumer's complaint they reference "14 days", and not "14 business days", which would remove weekends and Holidays. The package was delivered on the last day of the estimated timeframe, and as such was not late.  The consumer expected the items within 14 calendar days, and this is where the confusion arises.

However, as a courtesy, we have issued the consumer a refund for the shipping costs today directly from our account (not the Marketplace seller, who was not at fault). The consumer can still return the items to the Marketplace seller for a refund of the product charges. They have been provided the return information directly from the Marketplace seller previously. Since the items were not late, they will need to pay the return shipping costs. Our refund of the initial shipping charge should mitigate their cost.


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Additionally, I understand that I will receive a full refund for the amount of the sale of the books from the seller.  Thanks for your assistance in resolving this matter.

4/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book from this company. It was a used book I needed for a law class that was already in progress. The book had stains, writing and hilighting all over it. I have received books in this condition before from dealers and believed they knew the condition of the book they were sending me. I could read it so I used it. Today, I was charged $197 for the book because they are blaming me for the damage and are hiding behind their terms of service. This is fraud. I did not highlight, write or stain the book. They put the responsibility of the condition on the book on the consumer instead of themselves. They never should have sent it to me in that condition and now they want me to pay for it.

Desired Settlement: I want my card credited for the full amount. They offered a 50% refund. Why shouldn't I receive 100% of my money back. This is really outrageous.

Business Response:

The consumer rented a textbook from us that was listed in "Acceptable", our lowest level of conditioning. When we received the book back at the end of the rental period, our Processing Team found dark stains indicating moisture damage and possible mold spores (see attached images). Our facility is a large book warehouse, and as such we treat mold very seriously. Books in this condition cannot be received and stored with other books, as the mold may spread from book to book.  This rental book was rejected and the consumer was charged the "Buyout" fee as provided to them at the time of the rental.  This is because we can no longer use the stained book they returned, and we have to purchase a new one from the Publisher to replace it.  We are returning the damaged book to the customer as a courtesy.

When the consumer contacted our Customer Service department about the charges, they told us that the stains were on the book when they received it. Our Rental Terms and Conditions (http://www.textbookrush.com/help/policies/rental-terms.aspx) clearly state to contact us if a damaged item is received: “If you receive an incorrect item or damaged product due to our error, please contact customer care and return the item within 30 days of order.”  We have no record of any contact from the customer, and they state that they did not contact us during this time. However, after reviewing the issue with the customer, we did issue a 50% refund of the damage charge. We feel that this is a fair settlement since we no longer have usable text and have to replenish our inventory.

Business Response: That works for us! We will send the customer another rental return label that is specific to her order so that her rental can be processed accurately. We will email this to her Comcast.net email address. We will notate her account so that the remaining refund will be issued when an acceptable copy of the below item is returned:

Specific book to be replaced:
Employment Law for the Paralegal
Kerley, Peggy N.
Edition 0
ISBN: 0766815331

We appreciate the consumer working with us on an alternative solution to the issue.

4/5/2015 Problems with Product/Service
3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent books to sell to Abebooks and only through communication about Textbookrush and I regarding misdelivery of "calendars" by someone and Textbookrush trying to track down sender of calendars did I realize that different companies/company names are contacting me about something I didn't send and haphazardly telling me they didn't receive books that I did send. I took alot of back and forth before I realized that Textbookrush was stating that they didn't receive what I sent to Abebooks and they these two companies work together, along with different companies. I never had this problem with Abebooks before and I really do not like doing business with Abebooks anymore now that they are conglomerating with other companies and orders and shipments are getting screwed up - at the cost of the customers! Even though Textbookrush eventually relayed that they did not receive my shipment of books, the emails sent to me by Abebooks indicates that my shipment was indeed received! I don't want a claim payment as indicated as a resolution from the poor customer service communication that I received from Textbookrush when I inquired with Abebooks as to why it was taking so long to process my payment (which, by the way I didn't receive even though that is going on a month ago!!!) I want payment for the books I sold and sent and that Abebooks indicated that they received! Please see attached documentation.

Desired Settlement: I am due $124.98. Please see attached documentation.

Business Response:

We manage the Buyback programs for both AbeBooks and TextbookRush. The customer has an extensive Buyback history with us through AbeBooks, but it has always been the same program as it is today. There has not been any change or “conglomeration” as mentioned by the consumer.

The consumer has had more than 150 Buyback transactions with us, and all have gone well until the most recent one. The consumer used our pre-paid FedEx label to ship us a box that was to contain 3 books, which would have weighed 8.84 pounds. The package that FedEx shipped shows on their tracking site as weighing only 1.7 pounds. When we received the package we weighed it before opening it, and it matched the weight that FedEx showed. Inside the package were two family calendars (printed calendars with family pictures on each month). We emailed the customer that we had received calendars and asked if they were hers, and to what address she would like them to be returned. Initially, we only received a reply of “Yes”. After further communication, she stated that the calendars were not hers, and that she had indeed sent the books to us. We informed her that we did not receive the books, and that we could file a claim with FedEx regarding the shipment. We did, but FedEx has rejected the claim.

Based on the shipment weight of 1.7 pounds we know that the package delivered to us did not contain the quoted books by the time it arrived at the FedEx location where it was scanned/weighed. If an item is mishandled in shipment by FedEx, our only recourse is to file a claim, which we did.

We cannot prove to FedEx that the books were in the package, and because of this they have rejected that claim.  We cannot pay the consumer for books that we did not receive, but as a courtesy based on the consumer’s long history with us we have issued 50% of the quoted amount as Store Credit on her TextbookRush.com account (we do not have Store Credit for AbeBooks). The customer can contact us if she needs help accessing that Store Credit.

We can provide the aforementioned FedEx Tracking number if needed.

Consumer Response: I don't want store credit.  I have no intention what-so ever to buy anything from Abebooks/Textbooksrush.    I want a check and seeing as a claim for $100 has now been reduced to %50 of the quote of $124.98 ($62.49) is being offered by the company for a customer who has clearly done business with company for awhile, I would think the least the company would offer is sending a check in lieu of forcing me to spend it with them!

Maybe the process or the companies haven't changed but CLEARLY, the people and the customer has!!!  Upon conclusion of this matter, please also consider part of my desired resolution to permanently close my account with Abebooks, Textbookrush, whatever/whoever running the show.  I want no parts of doing business with "them" ever again.


Business Response: We offered to meet the consumer half-way by issuing 50% of the value of the items via Store Credit to her account.  We did this even though we did not receive any items in the shipment from her, and claim for her lost shipment was denied by the carrier (FedEx).  The consumer replied by rejecting that offer and asking us to close her account.  We have done closed her accounts, which remove her access to the store credit. However, if the customer wishes to reconsider we will gladly open her account again and she can use that store credit towards her next purchase.  We believe that this was a fair and equitable offer since we did not receive any items from the consumer.

Consumer Response: I am rejecting this response because:  The customer service rep is giving him/herself WAY too much credit for providing quality customer service.  If anything, I'll research their corporate headquarters and forward all responses to them.  I'll do my business elsewhere.  Yes, I sold many books to them - the result of those books have contributed to several college degrees earned to show for it! As I currently pursue my doctoral, teach and continue my with my research projects, I will continue to buy the books that I buy from where I buy them and sell my books elsewhere!  I do not need or want this rep following up with this matter any further.  I do consider this matter closed as far as this rep is concerned.


3/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Textbookrush has been nothing but a nuisance since I started dealing with them. Long story short, I returned the wrong textbook to their company and they have not returned it. They cashed my check over 3 weeks ago and have not returned the book as they promised, and they continue to try to charge me for their textbooks when I have already explained the situation several times. They have also cancelled my orders without notification (but still charging my credit card), putting me in a bind this semester. I am tired of their excuses and am finally taking this a step further. I will never do business with this company again.

Desired Settlement: I would like a refund of the $3.99 that I had to pay for shipping of my book, and I would like them to refund any charges for books they did not deliver or late fees for not returning their book on time.

Business Response:

The customer rented a textbook from us, but when the item was due to be returned, we received a different textbook. An automated email was sent to the customer regarding the incorrect issue, and she then began an email communication with our staff. We tried to assist the customer in the return of the incorrectly shipped book, and let her know that we had not yet received the correct item. The customer began a series of berating and condescending emails with our staff. These emails started with her adamant that she did not need the wrong book back, and that she had correctly sent us our book:

·         “I do not want the book back, I contacted you to let you know that I returned the correct book and had better not receive any false charges on my card.”

·         “Can you forward this email to someone competent enough to actually answer my question?”

·         “Ok. You are clearly an idiot.”

·         “Obviously you have no idea what we're talking about here.”

However, the customer eventually realized that her two books from two different companies were indeed sent to the wrong companies:

“I am currently working on getting your book (Human Communication Principles and Contexts) back from (OTHER COMPANY), whom the post office sent your book to. I have also sent payment of $3.99 to get Mktg 8+ Coursemate Printed Access Card from you to send back to (OTHER COMPANY),. However, I am continuing to receive threatening emails saying that I have not taken any action regarding the book, which obviously is not the case.”

We, TextbookRush, returned the incorrectly shipped book to her. It was delivered earlier this week. We paid for the shipment to us (since we expected it to be our book). We did ask that she pay for the return postage to her. This is the $3.99 that she is asking to be refunded. It will not be refunded.

We have not yet received our textbook that was due on 12/23/2014. As of today, it is two months late. We have not been able to successfully charge the customer’s credit card for the purchase of the book, so this is now an outstanding/past-due rental. Because she has a past-due rental, her new rental order for 2 additional books in January was canceled.  We cannot continue to rent to consumers who do not return rental books nor make payment for them.

2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company quoted that they would buy a textbook from me for $23.75. When they received my textbook they stated that the textbook did not have the ISBN that I stated when I requested the quote, which is incorrect. I made an excel spreadsheet of all the textbooks I was selling to various companies, so why would I put an incorrect one in my spreadsheet. Also the book I sent was purchased brand new in Indianapolis, IN at the ****** *** ***** University bookstore and it was in near perfect condition when I shipped it to Textbook Rush. In order for them to return my book since they "could not honor the buyback quote" I had to pay $3.99 shipping, which seems fair if I did make the mistake. However, when the book they sent arrived back to me it was NOT MY BOOK. The book they sent was beat up and had water damage on some of the pages, AND it has a dirty layering of stickers with UPCs and the top one says Campus Textbook Rentals, which is not even in Indianapolis, IN!! I emailed them to try and tell them that they had switched my order in error with another book. They, in so many words, accused me of lying. In my opinion, it seems like they either made an error and don't want to/don't feel like they need to own up to it, or they do this a lot and try to gain better quality items for their sales inventory. I don't want to speculate, but something just doesn't seem right here.

Desired Settlement: I would like for them to return my book, which I know will not be possible to identify at this point. So in lieu of that , I want the original buyback quoted to me of $23.75, plus the $3.99 they made me pay for shipping to have the incorrect book shipped back to me.

Business Response:

The consumer created an online Buyback to sell us a specific edition of a book:

General, Organic, and Biochemistry
Denniston, K. J.
Edition: 7th
McGraw-Hill Companies, The
Book: 9780073402628 / 0073402621

When the Buyback arrived, our team opened the package and found a different version of the textbook:

General, Organic and Biochemistry
Denniston, Katherine J.
Edition: 7th
McGraw-Hill Higher Education
Book: 9780077354800 / 007735480X

They quoted us the US Student Edition of the book, and sent us the International Edition of the book. Due to this, the book was returned to the consumer. As the customer stated, they contacted us, and we informed them that they made the error with the ISBN.  Due to this issue, the book was returned to the customer as a courtesy. We did ask the consumer to pay the return shipping costs, as we paid the shipping costs to us for the incorrectly returned book. We returned the same item we received. The consumer used our free USPS shipping label, and not the free FedEx label we recommend. When using the USPS it is possible for items to become mixed-up between packages being shipped. Due to our volume of inbound shipments, it is almost a daily occurrence. This is why we post this message online:

http://www.textbookrush.com/help/faq/buyback-faq.aspx:

We 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 recommend that the consumer contacts the USPS if they have insurance on their shipment, as we have returned the item we received.

Consumer Response:

The company is insistent upon the fact that the book returned to me is the one I sent them, but it is not. And maybe I am misunderstanding their message, but they did instruct me that I would need to pay $3.99 to have the book shipped back to me, as stated in the email they sent. On the original shipment I simply used the pdf file of the free shipping label they attached to their confirmation email. Since it said USPS I took it to the post office. This is not the fault of the post office, obviously, because they delivered my book to Textbook Rush and delivered one back to me. The error is with Textbook rush, who likely switched my order with someone else's and they do not want to/care to admit their error. I have attached copies of all correspondence between myself and Textbook Rush for review.

The fact remains that MY book was not returned to me. This is just not right. This company has poor business practices and in my opinion should be investigated. Mistakes happen, but a company should not put it back on their customer...

 

Business Response: We do agree that mistakes happen, and we believe that it is likely that the customer's package was mishandled during transit. This happens so frequently with the USPS (the method the consumer used to ship the items to us), that we post in bold text on our website that they should purchase the optional USPS Insurance if they choose to use the USPS to ship the item. FedEx Ground, our default shipment method, does not have the volume of issues that we have with USPS, and FedEx does come with $100 of insurance per package. The consumer made the selection to use USPS. We cannot be held liable for items that are damaged or mis-handled during transit.

From our website:

What is the advantage of using FedEx over USPS Media Mail?
FedEx guarantees delivery in 1-5 business days. Each order shipped via FedEx is automatically insured up to $100.00 per package.
USPS Media Mail usually takes 4-14 business days to arrive. We 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.

At this time, we would refer the consumer to contact the USPS if they did purchase the recommended insurance.

Consumer Response:

The issue is not with USPS as the book was not mishandled, it is simply not the book I sent to Textbook Rush. The wear on the book is not from mishandling by USPS, the ISBN was not switched by USPS, and the dirty sticker label that reads Campus Textbook Rentals (which is not in Indianapolis) was not put there by USPS.

The fact remains that THE WRONG BOOK WAS SENT TO ME! Stop blaming other people (me and USPS) for your error and rectify your mistake.

 

Business Response: We understand the consumer's frustration. However, we do not understand how they can be certain that the error did not occur while the item was in transit with the USPS. We deal with dozens of such issues each month. We see nothing to suggest that this anything different than those issues.  If the consumer purchased the recommended insurance, we suggest they follow-up with the USPS.

We would also like to point out that it appears consumer incorrectly quoted us the US Student Edition of the text, and sent us the International Edition. The customer has stated that they believe they received a different copy of the book (condition, stickers, etc), but not a different edition of the book. We would additionally refer the customer back to our Buyback Terms and Conditions:

http://www.textbookrush.com/help/policies/buyback-terms.aspx

Rejected books
Items that we are not currently buying, or damaged, or are otherwise rejected because they violate our purchasing guidelines will be discarded and not returned to you. Read our FAQ carefully to ensure that all of the items you plan to sell are eligible for a buyback.
As a courtesy, we offered the return of the incorrectly sent item. As detailed above, this was above and beyond the Terms and Conditions of the Buyback the consumer agreed-to by submitting the transaction.

We again suggest that they contact the USPS for recompense for the item based on their purchasing of the USPS Insurance.




Consumer Response:

The edition that I sent is ISBN 9780073402628. Textbook Rush is stating that I sent them an adition with ISBN 9780077354800, which is not correct. This was addressed in my original complaint to BBB. so yes it was mentioned previously. Since on my account it states that ISBN 9780077354800 was the book received, this was the error of Textbook Rush, not USPS, not me.

Textbook Rush is stating that USPS delivered the wrong book to me, not their error, and in the same breath stating that they delivered ISBN 9780077354800, which I am telling them was not the book I sent to them. I kept an excel spreadsheet of the ISBNs of all the textbooks I have sold to different buyback companies. These ISBNs were keyed in by me directly from the backs of all my books, including ISBN 9780073402628, which IS the book I sent to Textbook Rush.

Again, this is an error made by Textbook Rush and I don't understand why they will not just correct the error and either send me my book back or honor the buyback for my book which they have obviously kept/lost. I have never dealt with such a difficult company in my life and Textbook Rush has not offered any kind of resolution, but has instead passed the blame off on someone else over and over again.


Business Response: While we still believe that the consumer's package was "reconditioned" (that is the USPS phrase), we have approved the payment as a goodwill gesture. While the consumer may not have had this kind of experience with an item shipped via the USPS before, it is one that we deal with daily.The payment will be issued via PayPal as the consumer initially requested.

2/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter purchased two book from textbookrush.com, one book that was ordered was Educational Psychology with the #*************, which is what is on her order confirmation, however, she brought her books home over winter break and I am trying to sell them but notice that the book you sent her is Educational Psychology with the #*************. She also purchased the Anatomy and Physiology book from you however you sent her *************, both are international editions and clearly are not what she ordered. I realize that she should have caught this earlier but she should have also received what she ordered and what showed on the confirmation. I cannot sell these back to anyone so I want to know what textbookrush is going to do to fix this. Had they sent the correct books I could have been able to sell them back and recouped some of the cost but because of their error I cannot, no one wants international editions. They are telling me its been too long and they are also telling me that we must have ordered the international books or they wouldn't have sent them. Below is a cut/paste of the order confirmation clearly showing the correct books were ordered. I have asked them to escalate the issue but so far I get no response back. 

Desired Settlement: If textbookrush had sent the correct product I could have sold them back to and recouped approx. $70. Because they sent the wrong books I get zero, no one is buying back international editions.

Business Response: We continue to be in contact with the consumer regarding this transaction.  Here is the most recent reply to the consumer. We believe that this clarified the customer's transactions with us, and explains that they have saved significantly more money doing it the way that they did.

The Product ID is the item that was searched for during the order process. The item selected, and the item we shipped, was the International Edition of that text. The items on this order were less than $50 per book. Brand new US Student Editions of those texts are more than $150 per book. At the time of the order, the consumer (you, your daughter, whoever placed the actual order online) selected the lower price option, and we shipped the item selected. The person who placed this order did not select, did not receive, and was not charged for the US Student Edition of the textbooks.

Again, you are correct that the Buyback prices are much different for the two different editions, but this order did not select or pay for the more expensive editions.  Your savings for the International editions at the time of the purchase was more than $100 per book, more than offsetting any Buyback price difference.

You have saved more money doing the transaction the way you have. We hope that this clarifies the situation.

Consumer Response:

the order confirmation clearly shows that the books that were ordered are not the international editions.  Copy of order confirmation was included with original complaint and I have attached another copy for you.

If I'm reading their response correctly they are saying the order is for the international version, which if you look up the ISBN number they are not the international version. 

Seems to be a pretty clear error by textbookrush.  They can send me the correct books and I will return the wrong books but they need to make this situation right.


Business Response:

When a consumer comes to our website and enters an ISBN into the search bar at the top of our home page the results we provide represent the different available options for that text. These usually include new and used versions of the US Student Edition of the text (that matches the ISBN that was entered), but may also have additional options shown for “alternative editions”. These are usually International Student Editions, Instructor’s Editions, and Annotated Editions.  We will also show the option to rent or purchase the item if available.

When the consumer came to our site and searched by the US Student ISBN they were presented with the choices shown in the included image. The consumer has to make a selection to continue with the checkout process. The consumer did not select, and was not charged for, the US Student Edition.  The consumer selected the International Student Edition (which we highly recommend – they are the same content at a much lower cost). The consumer had a tremendous savings versus the US Student Edition on the purchase transaction of these items. They are listed on the packing slip by the US Student Edition ISBN because students are not familiar with the International Student Edition ISBN.  We offer a 30 day return period for purchased items, but from what we can tell, the consumer was satisfied with the purchase and use of the item.

This consumer’s frustration was not triggered by the purchase, but when they tried to sell the items back as the more-expensive US Student Edition. It was then that the consumer understood that their books were not the US Student Editions.  The consumer is frustrated that they are not getting the “buyback” price for the US Student Edition, and we have been working to explain that they did not pay the US Student Edition price at the time of purchase. In the example below, based on one of the ISBNs they searched for on our site, the savings is more than $130 for the International Student Edition versus the US Student. 

To summarize: We shipped the consumer exactly what they selected, and they were charged only for the lower costs items they selected. The consumer selected a book at a great value of the time of the sale, and we hope that they now understand that they had a great savings at the time of their purchase which more than makes up for the perceived loss at the time they wanted to sell back their items.

Here is a link to the search screen for one of the consumer’s ISBNs: http://www.textbookrush.com/browse/books/*************. What itms are available changes daily, so the attached image shows the options the consumer had at the time they placed their order.

Consumer Response: I believe I sent in my rejection prior and the items textbookrush.com sent are not the same items that are on my order confirmation, they are trying to say that we ordered the international edition but that is not the case and clearly is not what the confirmation shows.  The screenshot that was sent with their reply is not our transaction so not sure how this is relevant.   I am not looking for something for nothing but we should receive the correct items.   As I mentioned before I believe the proper resolution would be for Texbookrush to send us the correct books and I will return the wrong books they sent.


Business Response: The customer (the daughter of the person issuing the BBB Complaint) placed an order with us in September of 2013. The customer selected items during the checkout process, and was sent the exact items selected The customer only paid for the items selected. The customer used the items for more than a year without issue. It was only when the customer tried to resell the items that they realized they had been shipped the lower cost international editions. That was what they selected and what they paid for. The customer has had this explained multiple times both via the BBB portal and through email with us. We do not know how to else to explain it, other than the customer paid less at the time of purchase and received what was selected.

We have a 30 day return policy for any reason. The customer did not have any issue within 30 days, or within 15 months. It was not until 16 months after purchase that contacted us about their initial purchase.

To clarify, the customer is not "out" anything. The consumer wants the resell value of the US Student Edition textbooks, but they only initially paid for the International Edition.  They saved much more on the initial purchase than their perceived loss on the resell value. They received the item they selected and paid for. No error was made.

We cannot provide a refund for textbooks that were purchased more than a full school-year earlier.

Consumer Response: I just received your email stating the claim was closed because I had not responded.  I did submit my response back so not sure where the disconnect is.
 
Textbookrush clearly sent the wrong books, what they sent is NOT the product that shows on the order confirmation.  I have attached the confirmation showing what should have been sent is not what we received.
 

Consumer Response: See attached, sorry about that.
 
Textbookrush clearly sent the wrong books, what they sent is NOT the product that shows on the order confirmation.  I have attached the confirmation showing what should have been sent is not what we received.
 

Business Response:

We have clarified this with the consumer several times now.  To recap:

1) The consumer's was sent exactly what they selected and paid for. This was shown to them on screen during the transaction, and on their invoice.

2) As we understand the situation, the complainant is the consumer's mother, and she was not involved in the actual on-screen transaction. We believe that this may be the root of her confusion. We have asked her multiple times to visit our website and recreate the transaction (short of completing the sale) so that she can see the process her daughter went through online, and see how her daughter made the selection for the lower priced-item
.
3) T
he consumer's Confirmation email does reference the US Student Edition ISBN as this is the ISBN most familiar to customers. That is the item her daughter "Searched" for on our website. The search results returned several options, and the consumer "selected" the International Edition, which was why she paid approximately $100 less than the item the consumer's mother now states they ordered. She was shown this on-screen and it was on the invoice sent to her (attached - but contains Personally Identifiable Information and should not be shown on the public BBB site)

4) The consumer is contacting us more than one year after the transaction. We have a 30-day return policy for any reason. Had they been dissatisfied with the item or the transaction they could have contacted us during that time for a full refund of the product price. They did not. That is because the books sold to the consumer worked so well for them that they have returned to our site for 3 additional orders since the order they are complaining about now.

5) The consumer's mother's concern is not with the books sold to her, but in her own words, her inability to resell the items on the secondary market: "I cannot sell these back to anyone". We are not responsible for the resell value of items in the secondary market. This is the essence of the complaint, and since it is not anything we control, we ask that this case be closed.

Simply put, the consumer made a selection for a lower priced item and that was what we shipped. The only issue here is that the complaint is being made by someone who, as we understand it, was not viewing the online transaction and the choices made during that transaction, and is complaining about re-sell transactions that we do not control.

2/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book online from them for rent for one of my college courses. After placing the order, i realized i no longer needed the book so i called and cancelled, or so i thought. Months go by and i see a charge on my statement for a charge of 173.00. I never even received the book. Which is why i didn't contact them for so long. Until after i saw the charges. I shouldn't be charged for something i did not receive. I contacted their company through email explaining that my order cancellation had not been properly placed and that was their mistake. I also never received the product, for which i should not be charged. They didn't seem to care that there was obviously a mistake or communication. All they said was that the charges were valid. They were not much help at all. They promised a product, which they never delivered, and deny my the money i spent, which i was unaware of, and refuse to give back. A decent company should acknowledge the mistake and refund the customer.

Desired Settlement: I would just like my money back. I deserve back what they stole.

Business Response: We do not have a record of the phone call he references. We do not show anything related to the order being canceled. We do show that the item was shipped, with delivery by the USPS on Monday, September 15, 2014, six days after the order was placed. We cannot post the tracking here as per BBB regulations, but will be glad to provide it to the customer as needed. We sent the customer 8 emails regarding the rental transaction, including email reminders at 3 weeks, 2 weeks, and 1 week prior to the due date. We then sent the customer a past-due email letting them know that they had been charged $9.99 for a 10 day extension.  The purpose of the $9.99 fee is to get the attention of anyone who has ignored the on-screen information during the rental as well as the multiple emails. We did not hear from the customer during that 10 day extension, and the order was then converted to a purchase, and the customer was charged the replacement cost for the text. It was only after the full replacement charge that they contacted us. That being said, we have reviewed the item the customer rented, and see that it had been rented previously. Factoring that into the equation, we have issued the consumer a 50% refund on the rental replacement charge.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold two books to bookstores.com with buyback #*******. The two books were quoted by bookstores as 1) $57.49 and 2) $10.24 Today (01/30), I got the email from bookstores that they are paying full amount $57.49 for the 1st book and $0 for the 2nd book (for which the quoted price was$10.24). I looked the reason on their website and there it was mentioned that the book was received by them in damaged condition. When I emailed them about the same and asked them to send my book back if it's damaged (I was very sure that the books can't get damaged as I packed them very securely), they asked for the shipping charges for the same. Further, when I mentioned that books can't be damaged because I packaged both the books together with proper padding. Then, thet replied that they are not paying because it falls under the category which they don't buy, but didn't provide any further explanation. So, I am still unclear about the problem as they are changing their statements. If they do not buy this book, they should not have quoted any price for the same or at least, give the customer complete details of why the book can't be bought.

Desired Settlement: Either I want the book back or I want them to pay me for the book which I sold to them. If there is something wrong from my end, at least they should provide the complete details about the same. Thanks!

Business Response:

The consumer’s item was not damaged, but was a different edition of the text than what he quoted us. We can see how the email that was sent could be confusing. The message was under a header of “Damaged Titles”, but the message itself was “1 item received has no value and cannot be purchased.”

The consumer quoted us a US Student Edition of the text, but we received the “Special Indian Edition” of the same textbook. That is not an item we are purchasing, which is what was reflected in the message. We will return the item to the customer as a courtesy.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

2/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This company does not operate in Good Faith. They are misrepresenting the books they are selling. I purchased ISBN-13 9780321775658 for $44.64. This ISBN is also on my order acknowledgment, along with the picture of what I ordered. What they sent me was ISBN-13 978-1-292-00865-3 which sells for $10. It appears that they are mixing ISBN numbers with different books and making money off of purchases. I noticed the ISBN and the picture of the book I ordered has a totally different author and product information. My Order Acknowledgment has different author and book description to the picture and ISBN I ordered. They also do not send a paid return label for the wrong book they sent. TextBookRush does NOT pay for any returns.

Desired Settlement: I would like to have the book I purchased, ISBN-13 9780321775658 for $44.64.

Consumer Response:

Please see attached pdf. It appears that TextBookRush is conducting business unethically.
Exhibit A: Order Acknowledgment from TextBookRush
Exhibit B: Actual book ordered.
Thank you,

Consumer Response:

Attached is the pdf forwarded to TextBookRush immediately after receipt of wrong book to facilitate the order correction. They denied to correct the order.
Thank you,
****** *****

Business Response:

When the consumer searched for the item on our website, either by title or by ISBN, they were provided with all of the available options, listed by price. These include new and used US Student Edition, and, where applicable, new and used International Editions. This can be seen at this link: http://www.textbookrush.com/browse/books/9780321775658 (what is shown may differ based on our inventory at the moment the search is conducted). The consumer would have to have made a selection to continue the check-out process.   What they selected was the lower price, International Edition. That is what they “clicked”. That is what they paid for. That is what we shipped. We do review the International Editions to make sure they match the content of the US Student Editions. They are a great way to save money (as shown in this example – it was 75% less than the US Student Edition).

We would refer the customer to the invoice that was sent along with the books. It should show that the item ordered was the International, Softcover edition.

CAMPBELL BIOLOGY / REECE, JANE B.

International, Softcover

Edition: 10

The consumer wishes to receive the US Student Edition. We will allow them to return their current item (International Edition) for a complete refund of the purchase price. They can then purchase the US Student Edition.

The consumer states “TextBookRush does NOT pay for any returns”. This is not true. We provide a pre-paid return label when we have made an error. We have not made an error in this case, which is why we have asked the consumer to return the item to us.

As a gesture of goodwill, we have issued the consumer a pre-paid label for the return. It has been sent to the email address they used for the order (which differs from the email address used on this complaint).

Consumer Response:

it appears that TextBookRush is conducting business unethically. I have forwarded a pdf showing my original Order Acknowledgment with ISBN and picture of Book that does not match the author and description of book. The wrong book they sent sells for $10.

I paid $44.64 via Paypal.

Exhibit B shows the book I actually ordered.

As for returning the wrong book, they did not send a prepaid label. They send a label showing address, but the consumer is responsible for all fees. I had communicated with more than six individuals and they wouldn't correct the order.

Just today I received a prepaid label for the book after filing my complaint with BBB. The book has already been mailed back to TextBookRush 2 days ago.


Business Response:

The customer is partially correct. We do list the US Student ISBN on the email, as that was the item that the consumer searched for, and students are not generally aware of the International Edition ISBN.  However, the customer selected, was charged-for, and was shipped the much lower cost International Edition. This was what the consumer was provided online during the transaction, and this was what was provided on their Invoice with the shipment.  The customer did not pay the $160 that the US Student Edition costs. They paid $44.64, which was for the International Edition they selected. We ask that the customer reviews their invoice to clarify the transaction.

To summarize, the customer received the item that they selected and paid for. They are now asking to be sent an item 4X more expensive than what they ordered. We cannot do that, but we have offered for them to return the item at no charge. We have emailed the customer a pre-paid return label, and once returned, we will issue the refund. Once returned, we will have paid for the shipping of the same book to and from the customer, and returned all of the customer’s funds. We will be at a financial loss, and the customer will have been made whole. We believe that this is more than reasonable considering no error was made.

Consumer Response:

I was actually sent a pre-paid label after BBB was contacted. The book had already been returned after TextBookRush rejected paying for return.  

Additionally, the book I purchased was misrepresented and many are subject to this misrepresentation. What I thought to be an honest mistake is clearly a deliberate action. I hope my filing helps others when purchasing books from TextBookRush.

  

2/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My daughter ordered four books from textbook rush and was charged a 9.99 late fee on all four books because it was in the print of the agreement. I called Textbook rush as this was the first time she ordered books and being a teenager wasn't aware of the late fee nor as most people read the whole rental agreement. Due to her failing to mail back the books on time which was delayed due to special circumstances Textbook Rush said there was nothing they could do. Instead they automatically charged her account 9.99 FOUR times as their was four books with no phone call whatsoever. They informed me that they sent her an email but as most college students begin college they have to get a college email which was not the email she had at the time of order.

Desired Settlement: I would be appreciate if Textbook Rush would reimburse an 18 year old student a one time courtesy instead of charging her a total of 39.96. They did in fact get the books returned and I think they should reimburse her as they didn't even have the courtesy to get in contact with her before charging her bank!! One good thing is she had enough to pay the late fee in the account otherwise we would have received even more charges. I did contact Textbook Rush and spoke with a supervisor who wouldn't even reimburse her a one time courtesy fee. I would appreciate whatever you could do to help. The email her books were ordered under was **********@yahoo.com.

Business Response:

The customer explains the situation accurately. Her daughter placed a rental order with us for several textbooks. During that transaction online the due date for the books was presented at least 3 times.  When she placed the order we immediately emailed her at the email address she provided with an email that detailed: Each title rented, the rental price, and the rental due date for each book (all were due on 12/23/2014). It also included this information:

For questions regarding how to return your rental, please view our rental return instructions or email help@textbookrush.com.

The link in the email would have taken her to this page (http://www.textbookrush.com/help/faq/how-to-return-book-rentals.aspx) where all of the steps to return the rented textbooks are listed.

Over the course of the rental period and past-due period, we sent the consumer 12 emails regarding the due dates. The emails before the rental due date had details on how to return the items, including emails with the return labels as an attachment. Once the rentals were past-due, we charged the customer the $9.99 Extension Fees she references, and sent additional emails with the new due dates. The books were returned to us during this extension period, which avoided hundreds of dollars in charges had these books been converted to a purchase. We agree with the consumer on the basic facts of the issue.

However, the consumer (the daughter) did contact us during the rental period by phone for assistance with printing her return labels. This was a phone call she made to us on December 12th .  We do not know why the items were not returned at that time. We do not have record of any additional phone calls from the consumer to us. We do not offer outbound reminder phone calls, but the consumer was offered the chance to sign-up for reminder texts, but did accept that offer them at the time of the order.

The books were due to us on December 23rd. When they were not returned we did charge a $9.99 extension fee that gave the consumer an additional 10 day to return the books. The consumer did return the rentals during that 10 day period, closing the rentals. The $9.99 per book extension fee is designed to get a consumer’s attention if they have not heeded the multiple emails about the pending due-date. Our process worked as intended, and followed-our Terms and Conditions exactly as stated online (http://www.textbookrush.com/help/policies/rental-terms.aspx).

2/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: OK, so I have this textbook that i want to sell and i look it up online for how much will i be able to sell it, i go to bookscouter.com , i enter the ISBN # of my book and i see all the companies that are buying my book and I see Textbokrush.com there too, i go to their website type in the ISBN # again, on their website this time, and guess what? ONLY 1 book comes up with that specific ISBN #, the price for the book said $101. So i decided to sell the book, I printed the label of their site packed the book and sent it their way. That was on December 9, i receive an e-mail on December 16th saying that they received my package and it hasn't been opened or processed yet, it will in 1-2 business days. Please contact us in 5 business days if you have any question. Well, at this time i was relieved that my textbook has arrived and i was waiting for payment. Time goes by i check my paypal account and i see that my balance its not up to where its supposed to be. I ddecided to give them a call, and i ask them why haven't I received my payment? Well sir, we opened your package and it turns out that you sent the wrong edition, you sent us the International edition, not the US edition. So the international edition its worth like $4.51. So we recycled the book. and there is nothing they can do at this time. I asked them why didn't ANYONE let me know that i sent the wrong book ?( which i didn't , I entered the exact ISBN # from the back of my book and only 1 book came up which was worth $101). If i knew i would have asked to get the boob back, but since nobody told me anything, i assumed everything was in order, right? Anyone in their right mind would assume so. So i asked them again, why wasn't i announced if they had a problem? or before recycling my book? I was told a lot of UGHH, aghhh, and so forth NO straight answer, they said well you have to talk to our so and so department, I said OK transfer me right now to them, the person said well i cant , we handle all the customers ourselves. I was on the phone with them for a very long time trying to sort this thing out, and all i got was, we're sorry your book has been recycled and there is nothing we can do. OK, now lets fantasize a bit, they said well, we recycled your book because its been 2 weeks since we received your textbook and since we didn't hear from you of what you want to do with your book we recycled it. Well, I wanna say this : If i knew what the problem was I would have call the same day and ask for a return, but I DIDN'T. They didn't let me know. I found a looooooooooot of complaints from people who heard the same story as i did, wrong ISBN, textbook recycled, there is nothing they can do. NOW, lets say the ISBN # was wrong ( it wasn't , I checked it twice before i entered it into their website) and the international edition as they said it was, it was worth $4.51. So they recycled my Textbook and didn't even pay me the $4.51. They said they recycled the Textbook, which i believe they DID NOT, ( thats what they are telling people like me and you guys), cause they are selling the same textbooks for $146 on their website.

Desired Settlement: I want my textbook back, same book i sent them , I don't need/want the money for it.

Business Response: We are unable to return the item to the customer. We no longer have it. However, due to the issue on our side (our system did not send the email notice that we received the wrong item), we have issued the payment as quoted.

We know that is not what the consumer asked for, but it is what we can do. Payment will be by check, issued this evening, and should arrive withing 7-10 business days.  We believe that this is a fair resolution as it fully completes the transaction the consumer entered into with us.

Business Response: We are unable to return the item to the customer. We no longer have it. However, due to the issue on our side (our system did not send the email notice that we received the wrong item), we have issued the payment as quoted.

We know that is not what the consumer asked for, but it is what we can do. Payment will be by check, issued this evening, and should arrive withing 7-10 business days.  We believe that this is a fair resolution as it fully completes the transaction the consumer entered into with us.

Consumer Response:

Hello my name is ***** *****, ID ******.  I am requesting that you open my complaint back up because i did not receive the check they said they sent me, attached you will find the message that i received  saying that they sent the check on 01.13.15 and today is 01.24.15, 11 days passed by, but they mentioned in their message that i will get my money between 7-10 days, as i mentioned today is the 11th day and i got nothing from them. That's the reason i did not inform you guys because i was waiting for 10 days to pass, and since we are in the 11th day, the problem wasn't solved, that's why i need this complaint to be re-opened.

Best,

 

Consumer Response:

Hello my name is ***** *****, ID ******.  I am requesting that you open my complaint back up because i did not receive the check they said they sent me, attached you will find the message that i received  saying that they sent the check on 01.13.15 and today is 01.24.15, 11 days passed by, but they mentioned in their message that i will get my money between 7-10 days, as i mentioned today is the 11th day and i got nothing from them. That's the reason i did not inform you guys because i was waiting for 10 days to pass, and since we are in the 11th day, the problem wasn't solved, that's why i need this complaint to be re-opened.

Best,

 

Business Response: We manually intervened in the systemic payment process for the consumer, but we did not manually "close" the payment system. This has caused the delay on the customer's payment. The payment will be issued today, with the aforementioned 7-10 business day delivery via USPS. Due to our error, we have also issued a Store Credit of $10 to the customer's account.

2/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented an A&P text book from ValoreBooks. I was sent the incorrect textbook by TextbookRush. I reached out to Valore books and voiced my concern that I needed to return the incorrect textbook. Valore books gave me directions on how to return it, and I followed those directions. I had to pay $13.40 out of my own pocket to return the incorrect textbook that was sent. Keep in mind that the money I was using, was coming from the GI Bill (I'm a disabled combat veteran). TextbookRush then stated that they were not going to refund shipping (that I paid for out of pocket), and were only going refund the purchase price. After multiple emails back and forth, they stood by their decision to NOT refund the shipping that I paid for. I then wrote a review (Jan 30, 2015) on facebook, alerting my veteran friends to not do business with TextbookRush, referencing their regard towards veterans, and willingness to take advantage of [disabled] Soldiers. The next morning, the review was deleted. It's a shame that a company will be so stubborn, and force others to pay for their wrong-doings. Continuing, it's incredibly disheartening that a company will have total disregard and complacency towards soldiers/veterans, including those that are using the GI BIll who will be forced to miss out on opportunities of which they are entitled, because of that organization's business practice. VETERANS- DO NOT USE THIS COMPANY!

Desired Settlement: I would like a refund for purchase AND shipping.

Business Response: The customer did order a book from a different company as stated above. That company send us an electronic order to ship a specific book, which we did. When the customer contacted us for a return, we accepted the return and provided the address, but asked him to pay for return shipping, since our systems showed we shipped the correct book. He did not let us know what the error was with the item we sent him. We asked him what book he received in error, and we were told: "I would assume its different from the book I ordered, as it's a different book." We asked again, and were told: "I'm unable to tell you the ISBN of the book you sent me, as it's already in the mail, being shipped back to you." We have not yet received the item being returned. If the item returned is not a match for the item that was in the order sent by the other company, we will assume that this was indeed our mistake and will issue a full refund, including shipping. If it matches the item we were told to send, we will issue a refund of the product price only. We would recommend the consumer contacts the website that he used to place the order if he feels that is in error. We strongly disagree with the consumer's portrayal of our treatment of soldiers/veterans. In this case, we were unable to provide return shipping to the customer because of their lack of communication with us as shown above.

Consumer Response: In response to your claim that you "sent the right text book" and that I only stated "I would assume it's a different book...," If you refer back to the emails, on January 29th at 4:02PM, you would notice the PICTURE I attached along with the Email.

Since you seem to have trouble understanding things, I will not only attach the photo AGAIN, but I will also include some more information..

I contacted "Michigan state community and technical college", since that is the name that was on the cover of the textbook. I was able to procure the ISBN from the school. The ISBN of the INCORRECT BOOK you sent "Anatomy I and II; Michigan State Community and Technical College" is 978-0-07-780713-9.    The ISBN of the correct book I needed "Anatomy and Physiology; An integrative approach" is 978-0-07-792704-2.

For FURTHER clarification, (and attached again) is the WRONG book you sent me, with the return slip, as well as a photo of the correct book I needed. It's also worth mentioning that on the return slip, it clearly shows a photo of the book that I ordered...  Photos are named respectively "correctbook.jpg" for the CORRECT book, and "incorrectbook.jpg" for the INCORRECT book.

 Hopefully that clears up any confusion as to whether or not you sent me the correct book. In case you still haven't figured it out, YOU SENT ME THE WRONG BOOK.


Consumer Response: On complaint (ID********), I need to make a correction. The error is; I remarked the text book from "Michigan state" and should be "Minnesota state."I apologize for my error. Thank you for your time and consideration.

Business Response: The customer was not truly rejecting the response, but he was clarifying a point. However, we have refunded the customer in full since this time.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. After speaking with a new representative, one Mr.****, my issue has been resolved.


2/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from textbookrush.com and I paid extra to receive my textbooks earlier since I needed them. The company failed to deliver the textbook on time and it arrived two days late. The book I received was a cheap international edition. I never agreed to rent that since I was advised not to since editions do differ. Nowhere in my Order did it state I would receive an international edition. The product pictured was the standard US version. Since the book never arrived in the timeframe as promised I was forced to buy the book from another vendor. I wrote over 15 emails to the company requesting they send me a pre-paid shipping label to return their book. Communication with this company is practically none existent. You cannot physically speak to anyone their phone number is a voicemail. Emailing them is useless, after 15 emails no one has sent me a shipping label. I was given a link to print an address label with instructions stating to purchase return shipping as well as insurance. I will not pay for the return of this textbook, it was the company's fault it didn't arrive in their promised timeframe. An international edition is not acceptable, there's a reason no university recommends the cheaper international edition. The company gave me 14 days to return the rental and they are making this process very difficult. I expect a full refund on my rental including the original 3 day shipping, my rental fee -without a restocking fee, and a pre-paid return label.

Desired Settlement: A full refund, without any restocking fee on my rental including a refund on my 3 day shipping expense since it didn't arrive in the timeframe as promised and wasn't even the correct book. Textbookrush.com should send me a prepaid shipping label with shipping paid for by them - UPS/USPS/FEDEX/DHL.

Business Response:

There are two issues regarding this order:

1) Shipping/Delivery: The consumer did select the 3 Day shipping, and one of the two shipments was late in arriving. Even though we shipped it on time, and the delay was out of our control, we have issued a refund for half of their total shipping fee (the other item arrived as scheduled). That was issued today.

 

2) The Rental Item: The customer was provided the below text at multiple stages during the rental transaction:

Rental Notice

Rentals are made available randomly, but from available inventory and may be new or used copies of U.S. or international editions. In any case, the book cover and jacket designs on International editions might differ from U.S. versions, and have different paper and bindings as well as colors and pictures that might vary in quality. Used books may lack CD’s, access codes, and other supplemental materials. Some rental items may ship separately

International Editions will have the same content, but may have a different cover, usually softcover, and will have a different ISBN. We believe that they are a great way to get the same material at a much lower cost.   We have shipped the consumer an International Edition, just as we stated was a possibility.

The consumer is still within their 30 Day Return period. We have sent them a pre-paid return label today as a courtesy.

1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I created a buyback with Textbookrush.com on 01/11/2015. The order # was*******. The books were sent via FedEx and received by the company on 01/14/2015. As of 01/16/2015, the website indicates the company is still awaiting the package. I also noticed that the buyback e-mail states I would receive my funds by mail, when I requested that my funds be transferred via PayPal. I have used this company several times and have always requested that my funds be transferred via PayPal and I double checked when submitting my buyback and assured that the request indicated payment via PayPal.

Desired Settlement: I am requesting my shipment be checked in and that my funds be transferred via PayPal.

Business Response: The customer emailed us today at 12:15PM EST. We replied at 12:27 PM EST - twelve minutes later. In our reply we have asked him for his PayPal ID so that we can change his payment method. If the customer replies to that email and we receive it before his Buyback is processed we make the requested change. The customer's Buyback was delivered on Wednesday, and as stated online, we require 1-2 business days to process them.

We ask that the customer replies to the email we sent him a couple of hours ago (but does not reply her, publicly) with his PayPal ID.

We need the customer to follow the directions previously sent.  We feel that the BBB complaint may be a bit premature.

1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We recently returned three textbooks to the company that we had rented. I looked through each to make sure they were in good condition. We were just notified that one of them was refused because of water damage. This book was in good, usable condition just as we had received it. My son had a book cover on this book the entire time, did not make any marks in it, etc. On top of this book being refused in a very usable condition, the company charged us an exorbitant amount. Their fine print states that a book refused will be charged 125% of the list price minus rental fees. The list price on their website is $118. 125% of this would be $147.50 - the rental fees of $21.25 would equal $126.25. They charged my credit card $207.08. I inquired about this and was told it is 125% of the publishers list price. From their website, it states: "Items received with heavy markings/writing or in otherwise damaged condition will incur additional charges. Other damages include but are not limited to water/liquid damage, loose/falling out/missing/torn/taped pages, torn or taped cover, or spine damage. If an item is not returned and received in usable condition by the due date, you will be charged 125% of list price less the rental fee paid." This does not state the publishers list price. This is all around fraudulent activity. This book is in completely usable condition. It came with a few stains which I thought they knew about. Again, it was a book listed in good condition, not like new. I do not remember reading anywhere that we were supposed to tell them of all the damage the book came with.

Desired Settlement: To have the charge of $207.08 returned to me.

Business Response: 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 item. As per the conversation with the customer, we returned the book to them at no charge.

We will compromise with the consumer by refunding half of the damage/buyout price of the book. This 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

Consumer Response:

I appreciate the good will refund of half of the penalty. As per *********'s options in our chat, I have purchased a brand new book that is en route to me at this time. I am willing to send you the brand new replacement book if you will refund the remaining half that you charged me (another $103 or so) and I receive the "refused" book in the mail. This would put you in a "better" situation than before you rented this book to us because
1. You are receiving a brand new book in place of the "good" condition book you sent us.
2. You received a rental fee for the aforementioned "good" condition book but will have a brand new book for your future business dealings.
This enables us to only be out the difference between what I paid for the brand new book and what I can sell the "refused" book for as it is still in good condition (assuming we get the same book back that we sent to you). 
I believe this is more than fair to your company and is not as costly for us.


Business Response: We think that there is some delay/miscommunication between the consumer's correspondence with us, and the BBB notice.

We we have already agreed with the customer to offer a refund minus $9.99 if they can send in a replacement book within 2 weeks.  The $9.99 charge is our standard late rental return fee. This is because we do not have the rental item back in time to re-rent for the Spring Semester, and lose that associated revenue.  Her rental account is noted as such. We believe we are on the same page as the consumer, and that this issue is closed.


Consumer Response: Hello. I have been waiting for the company to refund my money before I responded. I did not realize you would be closing it before they returned my money as promised. Can you please reopen this so I do not have to open a new complaint?

I appreciate your help on this matter.

This message concerns complaint ID ******** against TextbookRush.com. 

Thank you,

Business Response: We have been in contact with the consumer since the BBB case was closed. Here is the final response sent this morning:

***** - We do not have any record of this item being received. The USPS tracking you provided shows that an item was "Delivered, In/At Mailbox". We are a large warehouse, but we do not have a mailbox.  Our USPS deliveries usually come by a large truck to one of our loading docks. This is why are pre-paid labels have barcodes for easy tracking of each package as we receive thousands per day.

However, even though I cannot confirm we have received the replacement book, as a goodwill gesture we have issued the rest of the refund today.

Thank you

Consumer Response: When I was instructed to send a "good" condition book or better with in 2 weeks, I was never given additional instructions. I sent a brand new book by Priority Mail which arrived January 8. to the address posted on their website. The promised refund finally arrived. I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. 


1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went through over a month dealing with this company because back in november I mailed in my book for a buyback but they told me that i could only do it by fedex mail only I did and then to find out that my book never got there that it was lost then after weeks someone found the book and mailed it to textsbooks rush I was told that they recieved it on Dec16 ,2014 They told me right after that I was getting paid my check in the mail for 69.50. It has been passed the days I have not received my money they have my book why cant I have my money that I deserve they claim that they sent the check out but I did not get it I have been dealing with this company for november and december now its january. Can you please help with this situation.

Desired Settlement: I would like for my check of 69.50

Business Response: The check for this customer's Buyback was mailed to their Billing Address on her account on 12/22/2014. The system processed her payment at 6:10:06 PM that evening. I 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 45 days. We can reissue the payment for this consumer on 02/05/14.  If the check is returned to us, we can reissue it earlier. We 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

Consumer Response: Even though the company said they mailed out me a check I have not received it why cant they put a stop payment on the check an issue me a new one with out waiting so long they still have my book which they received why can it not be the same for me I am a customer I went through a lot with this company  I did buyback for a reason to give them my book and they were to pay me for it  right after why as a customer am I being punished to have to wait so long why cant they stop payment on the check.  

Business Response: We deal with a very transient demographic (college students). Because of this, we do not stop-payment on checks and reissue them before the USPS has time to forward them based on NCOA form completion. We would incur signiticant charges and labor costs in doing so. Because of this, we post our policies clearly online regarding checks:  http://www.textbookrush.com/help/faq/buyback-faq.aspx

1/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the website Textbook Rush, you are able to quote a book using the ISBN number, I quoted a Cognitive Psychology book that was an International edition text. I have only used the code that was on the back of the book and when I typed it in, two different prices showed up. One for $83 and one for $16. I chose the $16 because the choice showed the cover of my book correctly. A little over a week later, I was notified that out of $22.70, I was only going to receive $1.40 for 3 different items that I quoted. The website provided me with false information when I tried to quote my textbook and they won't even return my textbook to me without paying 3.99 for it.

Desired Settlement: I would like for them to send my book back to me and waive the 3.99 fee

Business Response: The customer quoted us the US Student Edition of this text:

Cognitive Psychology
Matlin, Margaret W.
Edition: 8th

However, what we received was the Eastern Economy Edition, made for sale in India and parts of Asia. It 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.


1/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for a rented textbook that is claimed to have torn pages. I did not tear out any pages. I was charged $207 but now lowered to $103. This is not fair to me, I am unemployed. I took care of the textbooks that I rented.

Desired Settlement: I would like the whole $207 refunded back to my bank account.

Business Response: As a one time-courtesy, we have refunded the remainder of the charge. However, the book was returned to us with such damage we can no longer use it for other consumers.

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my IPhone 5C to the company, along with a few textbooks in a closed package. The company is stating that they received the textbooks, but not the iPhone (even though they were all in one sealed package). There is no way the phone could have disappeared from the package. I believe an employee stole my phone, or the commonly is lying about reciveing it. Terrible customer service.

Desired Settlement: The company finds out who opened the package first, and what they did with my phone. I would then like my phone to be returned to me, or the amount of $200 to be paid to me.

Business Response: 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 bands. The 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 items. We also offer pre-paid USPS labels as some people do not have easy access to a FedEx location. Here is what we state on our website:

What is the advantage of using FedEx over USPS Media Mail?
FedEx guarantees delivery in 1-5 business days. Each order shipped via FedEx is automatically insured up to $100.00 per package.
USPS Media Mail usually takes 4-14 business days to arrive. We 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.


1/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/2/2014, I rented and/or purchased several college textbooks from TextBookRush, as I have for several terms now. A couple of weeks later, I received them all in the normal condition I expect from TextBookRush - rough, but usable. Two of the books (rentals) were the wrong ones. The Sociology in Modules book was not the correct ISBN ordered and it was a used book (I paid for new) that was labeled for student use outside of the US. I emailed TextBookRush and they promptly issued a return label for both books, as I would expect, since they used to have excellent customer service. After comparing the Sociology book to another student's, and realizing most of the information was the same, I decided to keep it instead of going through the hassle of returning and re-renting, possibly getting the same book back. I did return the second book because it was very different than what I was supposed to receive. On 12/4/2014, I received an email from TextBookRush offering low prices to keep the three of my four rentals. The Sociology book was offered to me for $7.99, a writing book was offered for $24.99, and a Java book was offered for $50.49. The writing book was the only one I needed, so I sent back the other two as well as an additional rental that was not offered at a special price. I put all three books in a sturdy box I had received from Barnes & Noble, and used plastic bubble wrap I had gotten in some Christmas gift shipments to wrap the books. I felt I was being a good renter and customer. I received an email on 12/19/2014 for each of the three books. The email I received for the Sociology book claimed that there was water damage to it, so I would be charged a "buyout price" for the book and it would be destroyed. My debit card was immediately charged $171.83 - even though the book was worth $7.99. I complained through email that the one book couldn't have been damaged if the other two weren't. I also explained that there was no way they were going to charge me for a book and then "dispose of it". (They wouldn't - they sell books in rough condition.) They emailed back that I would have to pay through PayPal $3.99 return shipping to get the book back. I did so immediately so I could see the book myself. I received the book and was shocked that they charged me for a book that was in almost exactly the same condition as when I received it. There was a bit of water damage to one corner, but that's always been there and it was no big deal. It didn't affect anything while I was using it. No ink or page numbers were messed up... it worked fine for me. I'm sure the book had a bit more wear than when I received it, but that's it. It was a used book that was again used for study. TextBookRush customer service reps have shown no interest in making this right. I would appreciate any help you can give resolving my demand.

Desired Settlement: TextBookRush owes me the $175.83 charged less the $7.99 offered to me through email. They also owe me the $3.99 I sent them to return the book to me. The total due to me is $171.83.

Business Response: We did make an "exclusive offer" to the customer via email, but that offer was valid for a limited time (as stated in the email).  The customer did not accept that offer before it expired. However, as a courtesy, we have refunded the customer the difference between the damaged rental charge and the "exclusive offer" for that specific book.  To clarify, the rental purchase "exclusive offer" was for $14.99 as shown in our email records, so we have issued a refund in the amount of $160.84. If the customer can show us that we made the offer at the $7.99 price she mentions, we will refund the additional $7.00.  The item had already been shipped back to the customer, so the shipping costs we incurred were not refunded.We believe that this is a fair and reasonable resolution.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.  They promptly refunded me an amount they felt fair and I have agreed to accept it rather than argue why it is not. I just want to be finished.

That being said, they were not friendly, helpful, or apologetic in their email. I will not be using this company again. They just don't give the high level of customer service they once did. Also, they don't get the orders correct anymore. I think they meant to be a great company at one time; the business has just gotten too big for them. 


1/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a textbook from TextbookRush.com, on Abebooks.com on December 19th, 2014. The textbook I ordered was Gardner's Art Through the Ages A Global History by Fred S Kleiner 14th edition. I was under the impression that was the textbook I would receive, from the beginning. However on December 27th, 2014, when I opened my package, I found that I had received the thirteenth edition instead. This has no value to the class that I am taking in college, so I tried to contact TextbookRush.com directly through customer service on that day. They are closed on the weekends so I anxiously awaited a reply for today, Monday, December the 29th. I received this reply, "CASE_ID_NO: ******* Hello, We're sorry, but we are not able to locate your order with the information provided. Please send us your name and shipping address, and your order number if you have it available. As soon as we have more information, we are happy to answer any questions you may have. Thanks, ******* " This frustrated me, because I ordered from them on Abebooks.com and wasn't sure what Order Number meant in their contact us by email form. To which I replied, "Dear TextbookRush, I ordered a textbook from you, on Abebooks.com on December 19th, the textbook was Gardner's Art Through the Ages: A Global History by Fred S. Kleiner, 14th edition. However when I recieved the package in the mail, I found it to be the THIRTEENTH EDITION. If you didn't have the FOURTEENTH edition, then I would have loved for it to be shown even on the preview cover, because when I ordered the book, I was under the impression, and apparently my invoice was as well, because it's listed that I SHOULD have recieved the FOURTEENTH edition. I previously wrote about my problem on Saturday, December 27th. I am extremely upset and currently really really really irked at you as a company right now because I was depending upon the great reviews of your website that I would receive the correct copy of my textbook for my class, in time before my semester starts. Unfortunately, you can't believe everything that you read on the internet, as well as I don't necessarily blame you for this, I know people make mistakes. But I'm just frustrated at the customer service operation that I have to go through just to return this textbook and receive a refund. I just recieved an email stating that you cannot find my book order from the information provided. I hope that the information below will suffice, because if not, I can provide my invoice in multiple formats upon request, from digital scans to detailed descriptions of said invoice, down the type of fonts used. As well I can provide photographic proof that the edition received is the wrong one. So feel free to email me back if you need anymore information. INFORMATION REQUESTED FROM INVOICE: (information was provided). I hope that this information is sufficient in finding my invoice,and if not, please feel free to let me know that I missed any important information." I have contacted them a total of four times, twice on Saturday, December 27th, twice today, December 29th. No one that replied from TextbookRush.com, EVER apologized for their mistake. Their listed return policy on Abebooks.com made it seem as though I was the one who had to pay for shipping and postage in order to get a simple refund for my money, let alone an exchange. Something that I cannot pay, because I have many medical bills. I have been to the emergency room 12 times this year due to chronic allergic reactions. I have developed chronic idiopathic urticaria over the past year, which means that I have chronic allergic reactions to many things. These 12 ER visits have forced me to develop high stress anxiety and panic attacks. As well, on December 16th, I had to have my gallbladder removed and am currently recovering from that. But the lack of communication, the vague replies, and uncertainty of this situation has caused me to experience pain at my surgery site as well as have panic attacks. This is causing my recovery, which seemed to be going great until I got the wrong textbook in the mail, then pain started to come back, stress was causing me to become highly emotional. I decided that I should call the hosting website, Abebooks.com, who assured me that I would be reimbursed for any trouble as well as receive the correct edition that I ordered from TextbookRush.com because they are a seller on their website, Abebooks.com. Thank God for Abebooks.com, they have been a Saint, my knight in shining armor throughout this. They have been super supportive. As well they contacted TextbookRush in order to make sure that would happen. I haven't heard any replies regarding what Abebooks did, but while waiting, TextbookRush.com sent me an email reply, stating that I would get a digital shipping label in order to return the book to receive a refund. The only problem is that I don't want just a refund, I want the book that I ordered. The fourteenth edition of the textbook, the one that was promised to me when I ordered it. The one that's listed on my invoice. The reason why I do not want just a refund entirely is because by the time that I get the refund in my bank account, I will have to scrounge for my textbook once again, and hope that it will make to me in time for my school semester to start, which it wont since I start in less than two weeks from today. As well that will only add to my stress level, causing more pain at my incision sites, delaying my return back to work and to school. So I would like the TextbookRush to provide me with what I ordered. If you spend over a hundred dollars on a product, you would think that the company selling said product wouldn't give you the wrong one, but they did. You would also think that the company would own up and take responsibility for their mistake, and apologize. But TextbookRush.com hasn't done either of those things, other than providing me with a digital label. TextbookRush has not even thought of mentioning that they made a mistake, which they did, I can provide photographic proof upon request at any time, as well physical. I would like this to be resolved in a peaceful manner, but my health cannot handle waiting for and trying to complete this by myself through emails with customer service people that don't seem to know how to apologize. Once this problem has been resolved, I refuse to do business with this company ever again. They don't seem to care about their customers at all, just the money and the business.

Desired Settlement: Gardner's Art Through the Ages: A Global History by Fred S. Kleiner 14th edition, reimbursement for any shipping charges that I might have to do (including paying for the box or packaging as the United States Postal Service does prefer certain types of packages over others) as well as any reimbursements that Abebooks.com have contacted TextbookRush.com through their website message service on December 29th about giving to me, and an apology, stating, "We apologize for this mistake that was made by our company, please accept our condolences, and let us know what we can do to help."

Business Response: We have refunded this consumer's order via AbeBooks.com.

She may keep the book that was sent to her, correctly or incorrectly. No return is needed. If she has no use for the item, we ask that she donates or recycles it.

We wish the customer the best.

Thank you

1/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a book for $40 in august and returned it in the exact condition in which it was received. after I returned it, the company charged me an additional $300, claiming that they sent me a new book. They were unwilling to resolve this billing dispute. I spoke with 3 different agents who were beyond rude and insensitive to my issue. ********* and ***** cut me off when I tried to speak and used very condescending tones. ***** yelled at me and was threatening. aside from the billing dispute, I am completely horrified by the way I was treated by multiple agents. Clearly, this company has no quality standards for service, which begs the question if there are quality standards for their merchandise.

Desired Settlement: The company needs to double check their fulfillment and shipping procedures for potential errors. If there is even a possibility that they are sending out books that are not in the condition they claim, they should consider it a top priority to investigate. I will pay the $40 rental charge, however I intend to receive a full refund of the purchase price that was charged to me.

Business Response:

The customer was sent a Brand New edition of the textbook. 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 item. As per the conversation with the customer, we returned the book to her at no charge.

We will compromise with the consumer by refunding half of the damage/buyout price of the book. This 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.

I am the Director of Customer Care, and I spoke with the consumer yesterday. At no time during the conversation did she mention any concern about the way she was treated previously. Regardless, our calls are recorded, and we will have our Quality Assurance team review them for any issue.





1/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a college student. I was expected to send back my textbooks in an unrealistic amount of time. With exam week ending the 19th of December, I was expected to have my books returned the 22nd of December (meaning books in their warehouse by the 22nd). I knew this was going to be tough, so I checked on the cost for extensions. Extensions are $9.99 PER BOOK! So I checked with the post office, and they said it'll get there by the 22nd. On top of all this, there was only one postage-paid label (on the textbookrush website) for USPS packages provided. I printed it and brought it to the post office with me. I waited in a line of 10-15 people, only to be told that the packaging label was not usable. So I was not thrilled at all at that point. I paid roughly $13 to ship a package that should have had prepaid shipping. On top of all of this, my package was late by less than 24 hours, and I was assessed three charges of $9.99. My reply from the company was "Unfortunately, we did not receive your books by the due date, which is why you were charged $9.99 per book fee. If there was a problem with our labels, our company should have been notified to have arrangements made to fix the problem." I was expected to contact the company while at the post office... A post office with 10-15 people now behind me. With one clerk working the counter. Yup. THIS IS HOW THEY MAKE THEIR MONEY. They take advantage of college students by producing these unrealistic return expectations, along with charges for anything and everything. Not cool.

Desired Settlement: I don't care how I get it. But I want a refund in the way of cash, check, or credit card credit. $9.99 x3 ($29.97) +$13.00 = $42.97

Business Response: We would like to clarify several of the consumer's statements:

Our due dates are based on the terms for the majority of colleges and universities in the country. We know that we cannot match every school's schedule, so we provide the due dates 3 times during the order process. We also follow-up with an immediate email when the order is completed. As the rental is closer to being due, we provide a series of weekly emails to the consumer with the due date, return instructions, and even a pre-paid FedEx Ground label for the return. The customer agreed to the due date by placing the rental order.

FedEx Ground labels are our preferred and default method of returning a rental. It avoids the issues that the consumer experienced. The customer was sent the return label via email on 12/15/2014, and would only have needed to print the label from the email. Instead, the consumer manually selected a USPS label from their account. This was not our choice nor our recommendation. We do not know why the consumer made this choice.


We would refer the consumer back to the communications provided to them:
1) The due dates were provided throughout the shopping experience so the dates were known and agreed to.
2) We provided pre-paid FedEx Ground labels. The consumer selected USPS instead

We regret that the items were not returned on time, but the Fall Semester ends very close to the start of the Spring Semester, and books that do not arrive by the posted date are not available for us to rent to other consumers for the next term. We recoup a portion of this lost revenue via the late fee, but it is only about 20% of the funds we have lost.

Consumer Response: I am rejecting this response because: Why would they provide a USPS return shipping label if it wasn't a totally reliable way of shipping the books back?

I actually printed the label a week prior to the first "reminder email" they are referring to. So I definitely don't appreciate the assumption that i irresponsibly made the decision to print the wrong label. Why should the USPS label be provided at all?
On top of all that, saying that fedex is their preferred method is a joke, for the reasons I just mentioned. They never stressed that, like they are now, and again WHY WOULD USPS LABELS BE PROVIDED AT ALL?
I'm disgusted that I am being framed into this "irresponsible college kid" stereotype. But i am not surprised at all.
And this apparently was not clear to them...I sent my textbooks when I was done using them--the day of my final exams (which I needed the books to study for) December 19th.
Why should I have to pay $9.99 per book? It's a totally unrealistic expectation that they'd be on time, and they knew this. They choose to pull the "irresponsible college kids" card in order to continue their exploitation of college kids, and it's a joke.

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this book 3 month ago on 9/12/2014 and didn't have a chance to use it until now 12/20-2014. It's a alternative book and I understand from description that it could be different from original publisher, but it is nowhere on their site states that it would be much worse quality then original. The pages are very very thin and you can see throw them and it's ok, but when pages just start falling off is not ok.

Desired Settlement: Just want refund

Business Response: We regret that the consumer waited more than 3 months to contact us about the item. We offer a 30 day return policy for any reason. Unfortunately, when an item has been out of our possession for this long we cannot accept a return.

Consumer Response: I am rejecting this response because: The book still should last more than 3 months no matter what the return policy is. Especially if it's not being used. 


1/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After renting a book from textbookrush.com, the book in question arrived at my apartment at the beginning of the semester. I opened the book twice to use the pages that I needed. After those two occurrences, the book was never opened again and remained on my desk until the end of the semester when the book was shipped back. During the two times the book was in use, the book was in good condition. The binding was not broken or fragile, nor were pages missing. Once the book was shipped back, textbookrush.com sent me an email saying that pages were torn out of the book and charged me $227.77, the buyout price for the book. Attached to the email were pictures of the book with damaged binding, no "torn out" pages were seen. The book was clearly not mine as the book I sent back was in the good condition I received it in. The book was shipped back in a standard USPS bubble-wrap envelope safely, so I do not believe that it was damaged in transit. I believe that the book was damaged in the possession of textbookrush.com. I contacted textbookrush.com the following day to try to resolve this issue as the damage to the book was not my doing. I first talked to a customer care representative and after being told that they couldn't do anything, I spoke with the supervisor of the company. He told me the same thing and stated that I was at fault while completely dismissing any thought that textbookrush.com themselves were at fault.

Desired Settlement: I would like the charge of $227.77 to be reversed and put back into my account. I would also like my account information to be completely erased or blocked from their database so they no longer have access to my account.

Business Response:

The customer's book was received with the pages unglued from the binding. The pictures of the book she was provided are the exact book we received in her package. The package she used, as stated her via the BBB, was a USPS mailing envelope. These are not sturdy or protective enough to handle a textbook while in transit via the USPS Mailstream.

We offer packaging directions, including a video, on our website at http://www.textbookrush.com/help/faq/how-to-return-book-rentals.aspx.  We shipped the book to the customer in "Very Good" condition, and by the customer's own account, she placed it in the mail in the same condition. We regret that the customer did not follow our posted instructions for packing the book, and we do feel that this was potentially the cause of the book being damaged.

We have offered the customer refund of their charges minus a $9.99 late fee if they can provide us with a replacement copy of the text. The customer has been provided those details.

Consumer Response: I am rejecting this response because: I shipped back other textbooks rented from textbookrush.com in the same manner that the book in question for this dispute was sent back. The envelope used in both shipments was the bubble-wrapped mailer envelopes. The other books arrived just fine. The book was not shifting around as the mailer chosen fit the book so no sliding would occur. Furthermore, established textbook rental companies, such as campusbookrentals.com, send customers bubble-wrapped mailer envelopes, just like the one I sent the book back in, as the preferred way to send books back. Surely if an entire company sends out those mailers to customers they are a fine way to send books back through the USPS system. As stated by textbookrush.com, the book was sent to me in "very good" condition. As I stated, I sent the book back in the same condition after only using the book twice. A sturdy textbook in "very good" condition does not just come apart in a bubble-wrapped mailer after only two uses. I had also previously stated that the binding was not fragile at all. A book in "very good" condition, as stated by textbookrush.com, should not be expected to have fragile binding.

In relation to the binding that "so easily" fell off, the initial damage report sent to me stated "TORN OUT PAGES." In light of recent events, it has been stated that pages were indeed not torn out but instead the binding fell off. This illustrates that textbookrush.com filed a false initial damage report, illustrating that this may be a poor attempt to blame the damages that occurred, definitely not in my possession, unjustly on me.

For further evidence, textbookrush.com states on the "Help" section of their website, in the subsection of packaging guidelines, that: "If you are returning a book and the box you received is still in good condition, you are free to use the same box, but please remove the previous address label. If your book arrived in an envelope or bubble mailer, we do not recommend re-using it, since these do not hold up well with multiple uses and your book could be lost or damaged in transit." Through this statement, textbookrush.com has implied that they, too, use bubble mailers to send out their textbooks. The bubble mailer I used  was purchased new at the post office before shipment.

In conclusion, I believe that the damage occurred in the possession of textbookrush.com and the initial false damage report is an attempt to collect money from me unjustly. The option to send textbookrush.com another book is absurd as the damage to the book did not occur in my possession and the packaging of the book while in my possession was not done haphazardly. It was packaged in a way that textbookrush.com has implied that they, too, send books out in the same manner. Therefore, I should not be responsible for replacing their book.

It is still my intention to see that these charges are reversed and, once reversed, that textbookrush.com has no further access to my account.

12/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Textbookrush.com agreed to buy back 3 text books ; 1 @ $75.00, 1 @$21.25, 1 @ $10.00, with total of $106.25. The company provided mailing label with FedEx. All 3 text books were packed in the same box with bubble wrap to protect the content, all the book were in excellent condition, no marking, no writing, no damage to any pages. The company sent email indicated receiving of the package and pending evaluation. The 3rd email received indicating payment was sent out for 2 books with the total of $31.25, the company claimed not receiving of the third one. Email the company with no reply, suggesting look at the weight of the package sent, that's the wt of 3 books not 2, the one did not get paid for is the heaviest and the most expensive one.

Desired Settlement: Need The company to retrace their steps to the individuals that process the contents of this particular package,confirm the wt of the package sent which will show that it is impossible for the package with only 2 little books and some bubble packing will wt that much. Accepting the wrong doing, either issue the full payment amount as agree or return all the 3 books.

Business Response: The customer's transaction was completed in two steps. The 2nd step was completed earlier today. We ask that she checks her email for the latest update. The payment from earlier today completes her Buyback order and matches her payment expectations.

12/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Where is the customer service?? OFFICE HOURS FROM 10 TO 4 EST. I've been calling all day no one answers. Got a rental with loose pages called to inform them of this said they would make a note of it and when I sent the book back they said book was damaged and charged me full price for the book 258.00. plus kept the book. on a previous purchase they sent me a book that said not for resale. put a sticker over it when I tried to sell it they TOOK OFF THE STICKER AND THERE IT WAS... sounds like this company has no morals. BUYER BEWARE!!!!! should of known from the first purchase but I always give people second chances..

Desired Settlement: refund to my cc

Business Response: The customer did not provide an order number. We do not have a customer account that matches the name, email address, or street address the customer provided. The customer may have had a transaction(s) with us, but we cannot locate it with the information provided. We would ask that the customer provides accurate information so we can review the issue.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. They will be refunding my credit card. In 3 to 4 business days 


Consumer Response: Textbook rush actually stepped up and said they would refund it. I'll see if they do in 3 to 4 days thanks

12/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a textbook rental from TextbookRush with water damage several months ago. The book was listed in "acceptable" condition. I assumed that this included the water damage, and that the company had documented this. I sent the rental back a week before it was due, along with two other rental books (the other two had no issues, so it wasn't a shipping issue). On today, 12/17/14, the company received the book and reported it as "damaged" and could not be accepted. The company also immediately charged my credit card on file $265--the so-called "buyout price" of the book. The book costs $146.08 new. I have contacted the company several times and they claim that the book was listed as "acceptable" and they would have made a note of damages before sending me the book.

Desired Settlement: Refund the $265.

Business Response: We have reviewed the specifics of this order, and have issued the refund in the full amount of the damage charge ($264.99).

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.


12/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a US Veteran, going to school to pursue a bachelor's degree in nursing. As a student, I have a lot of books from nursing school. I was trying to get rid of these books by selling them on-line. I selected this company, because I have purchased some of my nursing books from them a while ago. I went on-line and followed the instructions in reference to selling some of my books back to them for cash. I tried to sell most of them, but they would only accept four. The four books I sold them cost me at least $400 - $500. However, this company offered me pennies for my books. So, in order to make room in my home, I agreed to sell the four books that they agreed to pay me for. The total I was supposed to receive was $15.55. One of my books had a torn cover and the other three were in very good condition, except for markings I made as a student. I followed their instructions and sent the books as promised. I received a check for $5.60. Afterwards, I contacted them about the shortage, and I was in contact with a very nasty and rude lady, who talked to me like I was a kid and refused to honor the agreement. I know the condition my books were in because I took pictures of them with my cell. I am complaining because they owe me $9.95. I told her that I want my money, and she told me that I should be happy with the $5.60. I then told her to return my books to me and she stated they would if I paid for the shipping. The shipping cost is $3.99 per book. I told her that I would file a BBB complaint, her response was go ahead. So, I am filing a complaint with you and I will also file one with the Attorney General of Ohio, because of their business advertising and practices. I am also filing because of the principal of the matter. I want my $9.95 and a $1,000 for stress, pain, and suffering. This is unacceptable, and as a Vet, I don't deserve it. I am requesting a total of $1,009.95.

Desired Settlement: I want $1,009.95, for stress, pain and suffering.

Business Response:

Summary of the Transaction:

·         The consumer created an online Buyback for 4 items (a Buyback is when a consumer sells a book

·         The consumer used our pre-paid shipping label to ship the items to us

·         Upon receipt and inspection, we only purchased 2 of the 4 items

·         Payment was issued via PNC bank for the items purchased

·         The consumer was sent a detailed email with a link to pictures of the damaged items we did not purchase.

·         The consumer contacted us via email on 11/5/2014. The text of the entire correspondence is below. We do not have any notes of a phone call from this consumer.

·         The email transcript provided below explains that we followed our terms and conditions as agreed to by the consumer’s submission of the Buyback.

·         The consumer was paid for the two items we purchased, and informed of why we did not purchase the other two items.

Supplier Resolution/Good Faith Adjustment

·         As a one-time courtesy, we have issued an additional payment of $9.95 for the two items that were damaged and not purchased. This Good Faith Adjustment is a courtesy, as the items did not meet the standards for purchasing we enumerate online.  The check will be issued in the same manner as the earlier check.

·         We believe that the rest of the consumer’s complaint is without merit or substance. We have investigated the issue, and see none of the “nasty and rude” discussion the consumer mentions. The transcript of the emails is available if needed.  We feel that our business with this consumer is now concluded.

12/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently sold a Cognition textbook back to Textbook Rush. They were supposed to send me funds through my Paypal within 1 business day of receiving my order. Their policy is if I haven't received anything within 5 days, then I am to email them. I did and never received a response. I also sold a black iPad 2nd generation to them and have not received my funds for that. My buyback # was ******* for the textbook but I don't have one for the iPad but I do have a mailing receipt.

Desired Settlement: I would like my $83.50 for my Cognition book and my $185.00 for my iPad 2. Preferably transferred to my Paypal account: ********@radford.edu.

Business Response:

The customer has concerns about two transactions:

    1) Buyback # ******* – Cognition textbook: This package was not delivered to us by the USPS until today, 12-2-2014. The USPS Tracking shows that it was delivered on 11-23-2014, which is a Sunday. That is the date that the USPS processed the shipment at their Bulk Mail Processing center, but they did not make the item available for us to pick up until today (along with dozens of other delayed packages). The item was received and processed today. The item was a different version of the text than the consumer quoted us, and it is being returned today at no charge to the consumer.  

 2) Buyback # ******* - Apple iPad 2: This package was also delivered in the late USPS shipment received today, 12-2-2014. It has not yet been processed. As it is being processed she will be sent additional emails to update her on the status of the Buyback.

 

10/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book from this company and chose expedited shipping at checkout, According to the checkout page, expedited shipping is delivery within 1-5 business days. I have taken screen shots of the page to support my claim. When my book was shipped, I received an email saying it was sent through media mail. I looked on the company's website under the help section and shipping policies where it clearly states that media mail is standard shipping. Expedited shipping is Fedex, Priority Mail or Smart Post. NOT Media mail. SO I contacted customer service and requested a refund for the expedited shipping since it clearly was not mailed that way. Several emails back and forth, I was first told that expedited shipping was 3-5 business days. WRONG. It is 1-5 days. Then I was told that they used Priority Mail to ship. WRONG. They used Media Mail which a completely different service according to the USPS.com website. Media Mail is actually the cheapest method of shipping and has the longest delivery time frame. So they lied. I was repeatedly told that as long as I get the book within 5 business days, they do not owe me a refund. My claim is that it does not matter WHEN I receive the book what matters is that I PAID EXTRA for a shipping method that they clearly did NOT use. If they were going to use standard shipping media mail. WHY would I bother paying extra for expedited? Their website clearly lies. Then several customer service reps lied to me over and over. Therefore they mislead customers into paying extra for faster delivery, but they just use media mail which is the cheapest standard shipping. So they pocket the extra money. They are lying to students who are buying text books for college classes and telling them they will use certain shipping methods when in fact they use a cheaper method even when we pay more. They have no right to charge extra for a service they do not honor. I have proof of everything I have claimed.

Desired Settlement: I want a refund of the expedited shipping charge since it was clearly not mailed the way they claimed it would be and then customer service lies about it. I have proof of everything.

Business Response: The shipment confirmation email sent to the consumer states that the item's shipping method was USPS Media Mail, but the item's tracking number to the USPS Website shows that the item was shipped via USPS Priority Mail 3- Day. Only the email was in error - not the actual shipment. We recommend that the consumer checks the tracking number in the email that we sent them, and they will see that the item has already traveled from Oregon to Ohio. Today is a National Holiday (Columbus Day) without USPS Service, or the item might be out for delivery today.

The consumer's shipping method matches the method they selected.  We will review the email error.

Thank you

10/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I shipped a used book to textbookrush.com for resale. They said I shipped the wrong book I do not agree with the statement that the wrong book was shipped and that is why I would like it shipped back to me. I would like to open a formal complaint against this policy.

Desired Settlement: I would like the book I shipped to them returned back to me.

Business Response: The consumer quoted us one version of the Philosophy text, but we received a different version of the same text. We paid the consumer for the version received, not the version quoted.

The consumer quoted this version, which contains the "Powerweb" access:
Philosophy Paradox and Discovery with Powerweb

ISBN-10: 0073022144
ISBN-13: 9780073022147

What we received was this version, without "PowerWeb":

Philosophy : Paradox and Discovery
ISBN-10: 0072831898
ISBN-13: 9780072831894
Author(s): Thomas A. Shipka, Arthur J. Minton

The books have the same title, but the one with the PowerWeb access has a different ISBN, and had a much higher value.  We purchased the book we received, at the price being offered at the date the item was processed. It was purchased and payment was issued via Store Credit due to the very low price (less than the cost to generate and mail a check. As a one time courtesy, I have added an additional $10 in store credit to the consumer's account.  This is simply as a courtesy. The consumer made an error when quoting the item, but we will meet them in the middle as a goodwill gesture.



9/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I just copied this from their website as an example: Order within the next: 2 hrs 58 mins to receive same day shipping! I placed my order yesterday around noon CST with them and made my purchasing decision based on this advertisement. According to their website when I made my purchase I had around 5 hours to order to get the same day shipping. I also purchased two day express shipping for $22 so I could get my product by Monday, August 25th. My book has not shipped out yet. When I received the email order confirmation yesterday it stated that they would process my order in 1-3 business days (not same day like their website claimed). I called and spoke to two customer service agents and to a supervisor. There is no service recovery at all. The supervisor indicated that there was no way he could guarantee me that my book would even ship out today. He apologized and said my only option was to cancel my purchase, just wait and see how long it took, or downgrade my shipping which would make it even later when I got my product. One of the customer service agents told me they "try" to ship them the same day, but this is their busy time of year. To make this claim of same day shipping is a total lie and unfair to consumers who purchase based on it. They need to remove this lie from their website and quit cheating people.

Desired Settlement: I would like them to remove this fraudulent claim from their website and if I don't receive my book by Monday at noon, they should refund the price I paid (including shipping) and offer me the product free. My main concern is that they remove the fraudulent guarantee so other customers are not misled.

Business Response: The item has shipped and is in the possession of the USPS. If the consumer has not received the item by her USPS delivery on Monday she can contact us and we will refund her shipping costs. We cannot refund the entire order unless she returns the item.

Consumer Response: I did receive my book on Saturday.  The main issue of my complaint which they did not address at all is their false claims to ship the same day if product is ordered in a certain time frame.  The claim of same day shipping is totally misleading, as they do not guarantee this at all.  They try to get it shipped the same day but it could take anywhere up to 3 days.  This is a misrepresentation to the public. 

Business Response: We understand the consumer's frustration and as a one-time courtesy we have refunded her shipping cost.  We believe that this is a reasonable and fair resolution to this rare exception to our shipping metrics.

9/6/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed my order #******** on Friday, August 22nd, 2014. It was totaled at 40.36 before shipping. I purchased overnight shipping for an additional 41.59. Now, with overnight shipping my book should have been here on Saturday, August 23rd, 2014. But upon reviewing the tracking of the order on textbookrush.com, it had only been sent to accounting/billing for review. Now, if I pay for overnight shipping, it should be here overnight. That's the whole point. It is now Sunday, August 24th, 2014 and I have not received my order. My business relationship will stop here with textbookrush.com.

Desired Settlement: I would like a refund, of the 41.59 that I payed for the overnight shipping, plus still have it shipped overnight.

Business Response: The consumer has mistaken "Overnight" delivery with "Saturday Delivery". These terms may be confusing, but they are the terms used in the shipping industry, and not terms unique to our business.  An order placed with "Overnight" delivery after our same-day shipping cutoff (5 PM), will be processed and shipped the next business day, which in this case was Monday. The item is on a truck for delivery today, Tuesday. The transit time will indeed be "overnight" as selected by the consumer. The customer placed the order after our business hours on Friday, and it was processed and shipped on Monday, for delivery Tuesday. Our shipping SLA was met.

If the consumer does not receive the item today we will be happy to assist further, but the tracking does show it is nearing delivery.

9/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook (order #********) from this company on behalf of my son. The rental, including tax, was in the amount of $52.75. The item was returned on time. Several days later, my son received an email stating that the book had incurred water damage and was unusable. As such, they were charging me an additional $111.55 to cover the cost of the book. Naturally, I was shocked. Being that I had packed and shipped the book and didn't notice anything wrong with the book, I called to question the charge. I was told that the book was damaged by water and unusable. I claimed that, since they were charging me for the book, I wanted it to be shipped back to me. I wanted to see the damage for myself. Upon receipt of the book, I opened it and inspected it. I noticed that there were very slight watermarks on the first few pages, on the very bottom of the book, away from any writing. The marks were so slight and light-colored that one truly needed to look for them in order to even see them. In fact, there was no warping that would be associated with water damage either. That is why I never even noticed that the damage had even occurred at all! I was furious at the fact that textbookrush.com was deeming the book unusable and charging me 125% of the retail price of the book! For personal reasons, I was unable to get back in touch with the company until today. I sent them an email (which included pictures of the "damage") and explained the situation. I explained that they were not justified in charging me this outrageous amount for a book that no one would deny is both rentable and sellable. I followed the email up with a call a couple of hours later. As the representative was unable to pull up my email at the moment, I explained the situation to her. I explained that I understand that the company is in the business to make money, and that they have a right to expect that books be returned to them in good condition. I was not arguing the right of the company to have such expectations. What I was disagreeing with, however, was the judgment that this book was unusable, and the insane charge made to me because of that decision. I told her that, if she would only look at the photos I had sent, she herself would see that the book was in very good condition. In both the email sent and during the phone conversation, I had stated that the cost of a new book on sites such as amazon is approximately $120. Including the rental, I had been charged $164.30 for this book. I explained that the whole point of renting books is for the consumer to save money, not to pay more than the cost of purchasing the book new. Had the damage been so much that the book was truly unusable, I could understand, but that was not the case. I even said that I would understand if a fee of $10-$25 were charged for the markings, even though that, too, would be much considering the fine condition of the m book. I then argued that the company allows for writing and minimal wear on the book, and that that is considered acceptable. This book had no writing or highlighting on it whatsoever, and the "damage", unlike writing or highlighting, is almost completely unnoticeable, but yet my book return is considered unusable. I went on to say that, as a rental company, minimal wear and tear by students should be expected. Otherwise, the company can, for every rental book returned with sign of use, make the false claim that the book is no longer usable and proceed with charging 125% of the retail cost of the book! I insisted that the pictures needed to be seen and asked that it be noted that they be viewed so that my case could be understood. I went so far as telling them that I was willing to pay the retail cost of the book! In the spirit of compromise, I had, in the email and on the phone, asked only for a refund of $43.31 of the $164.30. This would cover the cost of a new book at retail price, leaving the company with a profit. I believe that my request was more than fair, once again considering that the book is in very good condition. The representative spoke with a supervisor and then told me that, due to the damage, the book was unsellable and nothing could be done. I would be issued no partial refund or credit. I cannot help but think that the company is in the business of simply selling books to renters at 125% of retail. The book was improperly deemed unusable, and, as a result, instead of saving money, I ended up paying more for the book than what it is worth. It is not in my nature to complain, but this was unethical behavior as far as I am concerned. I did not want to go this route, and was preferring a compromise, but I was left with no choice. I would have settled for paying the $120.99, which still, any person who sees the book would agree, is more than generous. If textbookrush is willing to make this right by crediting the difference requested to my card, I would be willing to let the case rest.

Desired Settlement: Credit of $43.31 to the credit card used for this rental.

Business Response: We do appreciate and accept the consumer's compromise offer. The refund of $43.31 has been issued today, but her banking institution may take take a few days to post it to their account.

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 14, 2014 I have ordered an used copy of a chemistry book for $122.40 from Textbookrush. When school started on August 18, my sons chemistry teacher asked us to get another edition of the book. I have tried to return the book, but the return date had expired. Textbookrush has the option for buyback for this book for $86.00, so at least I would get some money back. When they received the book, Textbookrush claimed, that they would not buy it back, as they do not accept this book edition. Which is absurd since to print a shipping label to complete the transaction, you have to provide the ISBN number. And I have purchased the book from them!

Desired Settlement: I do expect them to do the right thing, which would be to refund my original order, in the first place. Or at least complete the buyback transaction. I did exchange emails with TBR, but with no success. Below you will find their final e-mail, which I consider preposterous. "Hello, We will do neither of those options. Instead, As a one time courtesy this item is being sent back to you. It was sent back on 8/28/14. You may track the packages return to you on FEDEX.COM... Sincerely, ********"

Business Response:

We have an account for the customer, and we do have a single purchase order on that account. That order was placed on 7/14/2014, but it was not for a Chemistry book. It was for ISBN*************, Physics: Principles with Applications by Douglas C. Giancoli.  This is the only order on the consumer's account.  Either the consumer did not purchase the Chemistry book in question from us, or it was on different account.  We would be happy to look into the matter further if they can provide us with the TextbookRush.com order number for the Chemistry book.

We look forward to receiving additional information so we can respond to the consumer's concern.

Consumer Response: I did purchased the chemistry book with them on the same order, photo of the purchased attached, number of order********.

Business Response: The Chemistry book on this order was purchased on our Marketplace from a company called ********. It was not purchased or shipped directly from TextbookRush. They are an independent company who lists their items on our Marketplace. They warehouse and ship the items, and are responsible for the way they list the items. When this item was placed for sale on our Marketplace it had this information on the listing:

Instructor Edition: Same as student edition but has free copy markings. Almost new condition. SKU:******************** Orders ship the same or next business day. Expedited shipping within U.S. will arrive in 3-5 days. Hassle free 14 day return policy. Contact Customer Service for questions.

The Marketplace seller did list the item as an Instructor's Edition. That item has a different ISBN than the US Student edition that we were purchasing. Alternate editions, such as the Instructor's Edition, are a great way to save money versus the US Student Edition, but correspondingly they may be worth less or not be purchased as a Buyback.  That is what has happened in this case. The consumer created an online Buyback using the US Student ISBN of the text, but send us the Instructor's/Annotated Edition.  We paid for the shipping to us, and as a courtesy, we paid for return shipping on the item. We have returned the book to the consumer.

The consumer has had this issue more than once, and we could encourage them (and all consumers) to only create Buybacks using the ISBN listed on the copyright page of the actual book they will be sending in. This would avoid the problems we have had.

To recap, the consumer's incorrectly quoted book has been shipped back to them.

Consumer Response:

First I did not have this issue before, the complaint is regarding this transaction only! 
 
TexbookRush is the company that made the transaction, TBR is the one that collected my payment and shipment information, not his supplier.
 
TextbookRush is the  retailer on the transaction.


Business Response: When the consumer placed the order from the Marketplace seller they did so for what is called and "alternate edition" of INTRO.CHEMISTRY:FOUNDATIO.  The book was described as "Instructor Edition", and was listed at a significantly lower price than the US Student Edition.  The consumer's purchase transaction was for a much less expensive book than the US Student Edition.  When the consumer later quoted us the sale of that book, they used the ISBN for the US Student, which did not match the physical book.

Rather than recycle or donate the wrong book as is our stated policy, we returned the book to the customer at our expense.

The customer has the book, and has not incurred two sets of shipping costs as we have.

We believe that the resolution of returning the book is more than fair, and we refer the customer to our Terms and Conditions which they agreed to be bound by when they submitted the Buyback.


Consumer Response:

First: I have not complaint about my "own" decision of buying the teachers edition!
 
My compliant is regarding your return policy and your buy back policy.
 
The only reason I have sent the book back is because I was able to use the buy back option: I Did used the ISBN on the book and your website does say it is a teachers edition, it's the only way to get a quote, which as for the teachers edition was around $80.00 and to get the shipping label!
 
But of course once you received the book with the right ISBN pre approved and all, you declined, all of a sudden you do not accept this edition. 
 
Your excuses are just mesmerizing... 
What kind of e-commerce is TextbookRush? 
Apparently one that is a very efficient on dodging the costumers!
 
At moment my biggest concern is knowing I have shared my credit card and personal information with you! That is scary.
 
 
 

9/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I received the book that I bought from this cite it was incomplete. The description of the item included an access code that I did not received. When I called to see what could be done, they told me that I was welcome to return the book and would need to buy the access code from the publisher. When I brought up the description to them they said that it was the title that the publisher had set. I responded to this saying that there were other listings for the same book that did not include the access code. They had no logical response to this and said once again that I was more then welcome to return the book, even after I had said to two different people that the book was not the problem. I believe that the description was very misleading and that this is a clear case of false advertising.

Desired Settlement: I would like them to supply the access code that was advertised with the book.

Business Response:

The customer selected a used item, and as stated on our website, used items may not include items like access codes.  The entire title of ISBN ************* is "Anatomy & Physiology: an Integrative Approach with Connect Plus/LearnSmart 2 Semester Access Card/APR Online Access/PhILS Online Access".  That is the title of the book as registered with the Library of Congress. We cannot modify a title.  We did list the item as used, "Good" condition. Good is the next to lowest condition available for sale.

 While we understand the consumer is not happy with the item, we did list it accurately.

 As a good-faith measure we have issued a pre-paid return label to the consumer, and will issue a full refund if the item is returned.

8/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a textbook from this company last year. It was an international version which they state on their website are legal to sell and identical to US versions. On the back cover there was a sticker stating the same things and also stated that they would buy it back. I went through the buyback process and now they emailed me saying that they won't buy it because it is the international version. The customer service representative was not any help. She said that if I wanted I could pay them to send it back to me. This is a great way for them to get free books and sell them to other people for large profits. They also made a sidenote that my book was damaged but the claim pictures that they took did not show any damage.

Desired Settlement: I would like them to send me back my book at their expense.

Business Response: The customer stated:"I would like them to send me back my book at their expense."We have done so. It was shipped as a courtesy earlier today at the same time the consumer was emailed about it being the wrong item. The consumer has been sent an email with the tracking number for the return of the item.

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Language Development from Theory to Practice ************* by Turnbull, Khara L. Pence Allyn & Bacon, Incorporated U.S. Edition WATER DAMAGE-- The book that was received has water damage and cannot be purchased. 0 $72.50 $0.00 Psychosocial and Behavioral Aspects of Medicine ************* by Kirk, Hanno W. Lippincott Williams & Wilkins U.S. Edition WATER DAMAGE-- The book that was received has water damage and cannot be purchased. 0 $0.34 $0.00 Precalculus A Right Triangle Approach ************* by Ratti, J. S. Pearson Education, Limited U.S. Edition 0 $0.68 $0.00 Communicating with Today's Patient Essentials to Save Time, Decrease Risk, and Increase Patient Compliance ************* by Desmond, Joanne John Wiley & Sons, Incorporated U.S. Edition TEXT OBSCURED-- The book that was received has cribbing/notes which obscure the text of the book and cannot be purchased 0 $2.31 $0.00 $5 bonus for selling 3 books! 0 $5.00 $0.00 Above is a summary of the books that I sent tetbookrush.com. The books were in quality condition when sent to them and now are not giving me the money because they are "damaged." I either want my books back in the state they were sent, or the money for them.

Desired Settlement: I either want my books back in the state they were sent, or the money for them.

Business Response: The items were damaged or had more writing in them than we could accept. Our policy stated online is that such items will not be purchased or returned. However, we did return the items as a courtesy before the time of this complaint. The tracking shows that the returned items were delivered on August 12th.

8/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I completed an online buyback for a textbook titled Pathophysiology for the Health Professions - Text and Study Guide Package (ISBN:**********). The labels were switched when sending the packages and Elementary Statistics, Brief with Data CD and Formula Card was sent to this company by mistake. I was never contacted when the book was received and it was not until it was processed and the money sent that I was notified that Textbook Rush had a different book than what was on the buyback quote. I was never asked if I was alright with the price and if I wanted the book returned or not. I have tried contacting the company to get my book returned so that it can go to***** who offered me $84.72.

Desired Settlement: Returning of my book or refunding the difference of the quoted price by ***** of $84.72

Business Response: The consumer sent us a book that was not on the original quote. This happens frequently enough that we have a stated policy on our website about how it will be handled. The consumer agreed to the Terms and Conditions by submitting the Buyback Quote.

URL for our Terms and Conditions:
http://www.textbookrush.com/help/policies/buyback-terms.aspx

Text that is pertinent to this issue:
If you send us an item that is not on the quote, and we are buying that item, it will be purchased at the current price. If we are not buying that item, it will be recycled and will not be returned.

While we strive to have them highest Buyback prices and the lowest purchase prices, we were not the highest in this case. We did purchase the item at the current price, as was stated on the website.




8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed an order for the rental of two books, I was charged on August 1st and again on August 2nd. I emailed the company about this and is is the response I got: I can confirm that the only charges placed onto your account by TextbooksRush were in the amount of $43.02. Any discrepancies that are on your account are simply authorizations placed onto your account by your banking institution to test the validity of your account. Please be patient as authorizations typically fall off within about 5-7 business days. Business days do not include weekends or holidays. It was not my bank, they put a hold on my account for the same amount of the order which I was not informed of. The confirmed that they received the payment for my order but that I must wait for the return of my money they put a hold on. I told them I wanted my ordered canceled and a full refund, they told me that I must wait until they ship me the books. I tried accessing my account on their website and I am now unable to access anything on their website.

Desired Settlement: I want a FULL REFUND OF MY MONEY IMMEDIATELY OR I WILL CONTACT A LAWYER!

Business Response: The consumer placed a rental order with us, and as part of that transaction a credit “authorization” was issued against their card. This is a typical transaction for any ecommerce order, and many point-of-sale transactions such as pumping gas, and is used to make sure that the funds available when we take an order are still available when we ship the order. The individual bank controls how long the authorization hold will last. We understand that the consumer may be frustrated, but the practice is standard and something that the consumer may want to discuss with their bank.  The consumer has emailed us stating “I expect a FULL REFUND OF ALL MY MONEY!!!”. We have tried to explain that we do not have her funds from the Authorization, and that the money is still with her bank, but we do not think that this has been understood. To reiterate, the initial “Authorization” was something that her bank used to set the funds aside until the “Charge” came from us. They have only transferred the funds once. The consumer can either contact their bank, or they can wait for the Authorization to expire (based on the length of time her bank has determined).

 The consumer also stated they wanted to cancel the order, but it had already shipped. We specifically told her to contact us back for return instructions once the items had been delivered, not “shipped” as the customer has stated. We wait for the consumers to receive the items before we create the Return Merchandise Authorizations (RMA) because they are only valid for 30 days, and we do not want to have the outbound shipping time count against them.  When they receive the item we will provide the consumer with a pre-paid return label for the shipment back to us.

The consumer’s account is open and in good standing. If she cannot access our site, it may be an issue on her side. We have not changed her account status.

Business Response: The consumer placed the order on August 1st, and today is August 7th. We have stated that banks usually place funds on hold for 5-7 days, so it would make sense that the consumer's bank would no longer have the funds on hold.  This matches what we have told the consumer: the bank placed a temporary hold on the funds; the hold has expired; no funds from this authorization hold were transferred to us. We would suggest that the consumer again contacts their bank if they have additional questions.

The consumer has been sent a pre-paid label to return the items, and a full refund will be issued once they do so. The outbound shipment tracking shows that the item has reached the FedEx SmartPost Hub near their house, and will be processed to the USPS for the final delivery.  We cannot process a return and refund until the consumer returns the items, and they cannot return them until they are delivered. We have addressed the two issues that the consumer has raised. We just ask that they are patient with the delivery (they chose the Standard Shipping Method), and then return the item using the label we have emailed them.

We believe that this is a fair and equitable response to the concerns raised.

Consumer Response: Once again they are trying to make it sound like they are on top of things, the package still has not arrived and according to the FedEx tracking it is still in PA!!! that is not near my house at all..and again my bank NEVER put a hold on my account and I DiD CALL THEM!!

Business Response: The item was shipped via FedEx SmartPost, which is a combination of FedEx and the USPS. The shipment was processed through the FedEx SmartPost facility for her delivery region, which is in Pennsylvania. The item should be delivered early next week. If not, the consumer should contact us directly.

If the consumer has additional concerns about the credit authorization hold, we would be willing to get on a 3-way call with her and her banking institution. We believe that this call would resolve the confusion.

8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently mailed in four books to Textbookrush.com. They were Constructions of Deviance Social Power, Context, and Interaction, World Religions Today, Readings in Deviant Behavior and Norton Anthology of Literature by Women The Traditions in English. They sent me payment for one book; the latter. I sent in an email questioning them about the other books. They replied stating they did not receive the books, only the one. This is not possible as I mailed them all in one package. I still have all the emails which concern this matter.

Desired Settlement: I would like the payment promised for the other three books, or the return of my books.

Business Response:

The consumer created a Buyback to sell us four books. The consumer selected the USPS Media Mail pre-paid label for shipping the books to us. When we received the package it was weighed as the first step in the Buyback process, before it was opened or processed. Our calibrated scale logged the weight into the Buyback system as 3.25lbs. When the box was opened, we found and processed a single book that we have listed at 2.8 Lbs. Adding in packaging materials would fully account for the weight we recorded.

The four books quoted have a combined weight of 8.5Lbs.

While we do not doubt that the consumer packaged and shipped all four items, we only received one. Our experience with USPS Media Mail has shown that there are occasionally problems such as this which is why we have the below statement on our website at this URL http://www.textbookrush.com/help/policies/buyback-terms.aspx:  

Pre-paid Media Mail labels are not insured. We recommend you choose to purchase your own insurance for Media Mail shipments but you will not be reimbursed. Uninsured Media Mail shipments that arrived damaged are the responsibility of the shipper. TextbookRush is not responsible for books that are lost in mail or missing.

 

If the consumer has followed this advice, we would refer them to the USPS for assistance in filing that claim.

We do occasionally receive shipments of loose items via the USPS’s “Loose in the Mails” department. When loose items are received, we make every effort to match the books to a past Buyback with the same items missing. If this happens, the consumer will be paid the quoted amount.

Consumer Response: They sent me an email stating the package was unopened when they received it. If it was unopened then all the books were in the package and not missing as they have claimed.

Business Response: The package may have been opened and then taped shut by the USPS. The item may have been totally re-packaged by the USPS, and only the label was re-used. When we stated that the package was weighed before it was opened or that it was received unopened we were not speaking to anything may have happened while the item was in transit with the USPS prior to reaching us.  We have no visibility to the "in-transit" portion of the process.  This happens frequently enough that the USPS has a special facility to handle these items, and their policies, including the time they hold loose items, can be found here:
http://about.usps.com/postal-bulletin/2012/pb22351/html/info_005.htm.

Unfortunately, we are well-past the one week that they retain books, and their site does not specify what they do after the one week. In most cases they dispose or donate the items. In some cases the items go to auction.

We regret that the consumer did not purchase the recommended insurance, but there is not anything further we can do unless the USPS locates and delivers the items.

Consumer Response: I do not believe the USPS would bother to repackage the parcel leaving over half the contents laying out. It is illogical they would be so careless and not notice 3 large textbooks laying with the other one. Plus the tape was over the packaging label. If it was redone the label would have been torn in its removal. Yet the business said it was intact. I am only asking for payment or the return of my books. I do not think I am being unreasonable. The story the business gives just does not add up on many levels.

Business Response: While we understand the consumer's frustration, the fact is that the USPS does indeed lose, damage, mis-ship, and/or re-package items. The USPS does also re-label items. They do deliver us the label of a package, but no package. We deal with our USPS Account Representative frequently on issues such as these. We complete an "Mail Recovery Center" search form for their "Loose in the mails" department, but we have had very little luck in finding items lost in transit with the USPS.

Because of our experience with the USPS, we have added to our policies online verbiage below:

Pre-paid Media Mail labels are not insured. We recommend you choose to purchase your own insurance for Media Mail shipments but you will not be reimbursed. Uninsured Media Mail shipments that arrived damaged are the responsibility of the shipper. TextbookRush is not responsible for books that are lost in mail or missing.


If the consumer did not follow that suggestion to purchase the insurance, we would refer to the to the last sentence pasted above: " TextbookRush is not responsible for books that are lost in mail or missing."

While we understand this is not the answer the consumer is hoping for, it is the appropriate answer based on the facts of the situation.

Consumer Response: They state "
Pre-paid Media Mail labels are not insured. We recommend you choose to purchase your own insurance for Media Mail shipments but you will not be reimbursed. Uninsured Media Mail shipments that arrived damaged are the responsibility of the shipper. TextbookRush is not responsible for books that are lost in mail or missing."


Yet they also told me the package arrived intact. It was not missing or damaged. The books were packaged by me and mailed out. Three other people witnessed this. The business sent an email stating the package was unopened. If these statements are true all books were in the package. I still request payment or the return of my books.

8/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Today at 9:33 PM My credit card was charged $260 for this book in addition the $45 rental fee that I paid. I received an email stating that pages were stained. I hardly used this book at all. It literally was in the package for 90% of the time I had it. I returned the book in exactly the same condition as it was sent to me. I don't know if there were stained pages when I received it as I read very few pages of the book, but I absolutely returned it in the condition it was sent to me. I am requesting a refund of the $260 fee charged to my credit card. I have been a good customer, this is my third order with the company.

Desired Settlement: I would like the $260 charge to be refunded

Business Response: The consumer also contacted us by email at about the same time as the BBB complaint, and we replied to that email the next day. In that reply we stated that we shipped the book in "Very Good" condition, and we were not informed by the consumer that it was not in said condition. However, as a one time courtesy based on their history with us, we did issue a 50% refund on the rental purchase charge.  We have not received a reply from the consumer yet, but we have issued the refund in good faith.  We believe that this was a fair and equitable resolution to the issue.

Here is the text of that email:

Employment Law for Business
****************** **** *.
Edition 7
ISBN: **********
Due date: 7/11/2014

Thank you for contacting us.

Employment Law for Business was sent out in Very Good condition and received back with what appears to be dark liquid stains to the pages causing some pages to stick together. We are unable to rent the book to another customer in this condition and must replace it.

As disclosed in our Rental Terms and Conditions http://www.textbookrush.com/help/policies/rental-terms.aspx - "If you receive an incorrect item or damaged product due to our error, please contact customer care and return the item within 30 days of order."

We see no record where you contacted us to let us know the book you received was damaged.

We see that you have ordered from us in the past but this appears to be your first time renting from us. As a one-time courtesy we are willing to split the cost of damages with you. We will refund your account $130.24. Please allow 3-5 business days for the refund to post to your credit card.

7/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After shipping 3 of my textbooks to this company, I was told they only received 1. They said they new this because the weight of the package. After getting the run-around from several customer service reps, I was transferred to "*****", the customer service assistant manager... He laughed at me a said he would file claim, but that he knew it would get rejected because I had proof I sent 3 books. I told him that after speaking with FedEx, they weighed the package at 10 lbs more than the prepaid label, indicating that all 3 books were shipped, however, since they "textbookrush.com" paid for the shipping, they would have to contact fedex to get this proof.... ***** laughed at me and then hung up... Very unprofessional and rude to call your customers liars while at the same time refusing to resolve the issue. I made another call to fedex's account receivable department, they stated they would assist me in this, and open up their own investigation(guessing I may not be the first person)..

Desired Settlement: Pay me for the books I promptly sent them.

Business Response: We take all consumer's complaints and issues very seriously, and want to do our best to resolve them in a fair manner.  The consumer has stated that they contacted FedEx and were told that their package weighed 10 pounds more than the "pre-paid label". We assume that they are referring to the weight shown on the tracking number when pulled up on the FedEx.com website. The tracking website shows "Weight 5.2 lbs".  The consumer also states that they have filed a claim ("open up their own investigation") with FedEx.

We are not aware of any "alternative" listing of the weights of a package in the FedEx system, as all weights for a tracking number should be consistent regardless if it is a consumer or a company or an internal FedEx employee accessing the data. Also, the label that the consumer used to ship the package was a pre-paid label on our account. Because we are the shipper-of-record for that account, we are the only entity that can file claims for packages using that account.

We double-checked both of these issues with our FedEx account rep, with this reply:

Reviewing the scans of package ***************…I show that we only have record of it weighing 5.2 lbs.

Also, TextbookRush would be the entity that would file claims against FedEx.

The only other explanation we can come up with is that the consumer may have used their own shipping label in addition to the one on our account. If that is a possibility, then we would not have any record of the transaction attached to our tracking number, and the consumer would be able to file a claim if they selected the insurance for the shipment.

Otherwise, we have paid the consumer as quoted for what we received.

Consumer Response: It makes no mention of the rudeness directed at me by *****, or the fact that the 5.2lb shipping weight was the estimated weight of the package...   The actual package weight and updated invoice through FedEx will not be available until 7-10 days after the item is delivered...  I opened up this complaint as my only recourse against this company because their "policy" is that all disputes be filed within 5 days...   I'm not satisfied yet, and will not be satisfied until I get an official word from FedEx, and ***** admits publicly to his poor customer service practices...  I am not a liar, and refused to be treated like one by anybody...  


Business Response: We believe that the complaint has two distinct issues.

1) The manner in which the consumer was treated during the discussion.
2) The information he has been provided.

1) This is now an internal personnel matter, and will be reviewed by the Director of Customer Care. Like any other organization, we cannot comment on individual personnel issues. We can state that at no point did anyone on the call (consumer or the Manager) laugh about the situation. We do apologize for the perception that the consumer was called a liar. That was not the case, but is related to issue 2.  The consumer stated that he was told by FedEx that the package weighed 10 pounds more than the "estimated weight on the pre-paid label" and our Manager replied "I don't believe that." We should have been more clear to explain that we were referring to the statement by FedEx, not by  the consumer. We fully believe that the consumer accurately restated what he had been told by FedEx. We believe that the specific information provided by FedEx was incorrect, not that the consumer mis-represented it. We deal with thousands of packages per day, and review hundreds of tracking numbers per week, and we were confident in the information we provided to the consumer. The consumer was more confident in the information he was provided by FedEx, which leads to the 2nd issue.


2) We certainly understand that someone would be more likely to believe a representative from a large organization like FedEx, than a representative from small company like us. However, the information the consumer restated from FedEx was simply inaccurate.  Our representatives make mistakes, and it happens in all organizations. Unfortunately, the mistake this time was not with the consumer or us, but with the shipping company. The FedEx pre-paid labels we create do not have an estimated weight on the Tracking or the label. When you view the FedEx Tracking for a label that is not yet in transit, you receive a message of "Not found". There is no weight provided (or any other detail). When the item has been scanned by FedEx the actual weight of the package at the time of ingestion into the FedEx stream is recorded on the tracking number. The weight of the package was recorded by FedEx as 5.2Lbs. This matches what we received, and what the consumer was paid for. Where the missing books went is not something we can explain. What we can do is clarify that the tracking number of the package on the FedEx site only shows 5.2lbs. This is all that FedEx will state was in the package when they took possession, and as such they will most likely deny the claim. What we will do is ask that our Worldwide Account Manager reviews the claim in light of the communication issue we believe occurred between the consumer and the FedEx agent. As stated on our website, our Insurance is only for $100 per package, so the most the consumer would receive is $100.  We will do this additional effort as a goodwill gesture, but its success is completely out of our hands. The consumer will be contacted via email if the claim is successful.

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used the Buyback option through this business to sell an Anatomy and Physiology textbook that i had bought for the summer semester and then dropped the class. I packaged the book and the online lab access code and sent it off. Within two weeks, i receive an email saying my buyback was unfit for purchase because it was a different ISBN. I understood totally, and awaited my book to be returned to me with my access codes. The book arrived within a few days, but my access code was nowhere to be found. After looking on the website, there were pictures of my access code that had been opened, making it "unable to be purchased". Outraged, i called to see what could be done about this and the customer service rep told me they never received my access code with the book. I was shocked, seeing as how they sent me a picture of it opened. I asked to speak to a manager and the woman sighed with exasperation and then connected me to a man named *****. He said my code WAS received, but had been opened. I still am waiting on an email from ***** or from this business at all.Without the access code, my book is useless for the classes i would be taking, so i not only lost all $190 i paid for the book, i now have to be jerked around to get any answers about my situation. I feel taken advantage of and would like to know why doing business with this company has cost me more money than it was worth.

Desired Settlement: I would like to get my access code back or get reimbursed for the losses i took using this businesses services.

Business Response: The item quoted was a 2-part set. One of the parts is an access code, which we can only purchase if it is new/unopened. When we received the shipment, the cover to the access code was opened revealing the code. Due to this, the item was not purchased. As a courtesy, the book was returned. This is not what our policy states, but is an above and beyond goodwill measure. The consumer states that we only returned the textbook. We cannot validate this, as the shipment is in the consumer's possession. Because we cannot validate this, we have issued the full payment on the Buyback as originally quoted. The check should be processed and mailed this evening.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. Thank you for proving that customers matter.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: At the end of 2013 I bought a Spanish book through Textbookrush and when it came in it was an annotated instructor's edition. I did not order the instructor's edition but I did not want to deal with sending the book back in and replacing it. On the back of the book there was a big sticker that said this instructor's edition has saved me money and that Textbookrush will buy it back if there is not a newer edition on the market. In May of 2014 I went back online to sell the book back to them and send in the book. I am then sent an email saying that this book is annotated so they will not buy it back. This upset me because I was sold that book in the first place from them, with a sticker on the back saying they would buy it back if there is not a newer edition. There is not a newer edition and they had the book on their website so buy back so there should not have been a problem. I feel that I was lied to since the sticker claimed they would buy it back. I then email them later asking when the book would be returned to me and they tell me that I have to pay $3.99 shipping for it IF they can even find it in their warehouse. So they tell me they will buy it back, then they keep the book? That was extremely wrong of them.

Desired Settlement: I want them to pay me for the book they promised they would buy back or send me the book back without me having to pay for shipping.

Business Response: The consumer quoted a book using a different ISBN than the actual ISBN on the book. When she created the quote the acceptance of the sale and the price was based on the specific ISBN she created. The decision to purchase books and the price paid is based on supply and demand, and is dynamic.  As our sales demand for a title increases and our inventory decreases, the amount we pay will rise. Conversely, as demand decreases and our inventory is high, what we pay will decrease. In some cases, we will not purchase a book because our supply is significantly higher than demand. These decisions are made in real-time as a consumer enters the ISBN on our website for a Buyback. In this case, the incorrect ISBN that they entered was being purchased, and a price was quoted. The actual book we received was not being purchased. As stated online at http://www.textbookrush.com/help/policies/buyback-terms.aspx, books that we do not purchase are not returned. However, since the consumer reached out to us, we did offer her a courtesy return of the item, and just asked that she paid the shipping costs of $3.99 (we did pay for the shipping of the incorrect item to us). The consumer did not respond, and after holding the item for 2 weeks the item was discarded (prior to the initial BBB contact and as stated online).  We cannot return the book, as we no longer have it.

Consumer Response: Try typing in the ISBN of the Instructor's Edition into your system. It brings up the regular book. This is not my fault. I typed in the correct ISBN and that was the result I got. I should not have a book kept from me because your system counts these two books as the same.































Business Response: When the consumer purchased the book she would have been presented several options such as shown in the attached screenshot. Our prices and inventory are dynamic, but in general the options she saw at the time of purchase would have been similar to what is shown. The consumer selected and purchased one of the much lower costs options for that text. It was listed as such when they made the selection on the screen. These alternative editions, such as the Annotated Edition she purchased, are a great way to save money versus the US Student Edition. At today’s prices, it is a savings of about $50. We do not believe she has had any issue with the purchase or the usage of the text. Her concern is that when she tried to sell the book back to us she quoted the US Student Edition, but what she had was the Annotated Edition. Due to the error when entering the ISBN, she was not paid $21.85 that was quoted. This is because the item the consumer said they would send in was not what they actually sent in.  The consumer did not respond to our offers to have the book returned if they paid for the return shipping (as we paid for the shipping to us). The book was dispositioned after 2 weeks, and cannot be returned.  While we understand that the consumer is frustrated that they were not paid $21.85 for the Buyback, we would point out that the book they selected saved them more than double that amount on their purchase transaction.

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a biology book for from this company, and was notified by email that they received the item and that it was fine. Then I received another email indicating that the book was damaged. The book was never used and returned in the same condition it was received in. Now the company tells me that last pages are sticking, which is not true. And they refused to work with me and instead they so quick to charge me almost $300.00 for a used book. They never offered to re look at the book never indicated how much they would charge. I have rented from other companies and never have had any problems, and this is the first time I rented from Textbookrush.com and have an issue. Never even received a call back from customer service

Desired Settlement: I feel it's unfair to be charged for a book that is not worth almost $300. I feel that I do indeed deserve a refund. I also want the company to remove my personal information as well as my credit card information from their database. If they charged almost $300 without my consent of me agreeing to the damage, how will I know they will not use my information again.

Business Response:

The consumer is mistaken on several important facts of this transaction.

#1 The book has heavy liquid damage through the back half of the book; has many pages sticking together; has print transferring from page to page. The textbook no longer meets our conditions for sale, even at “Acceptable”, the lowest book condition as described by Amazon.  The book will be recycled.  Please see the attached images of the ruined book.

#2 Our rental terms and conditions clearly state that a damaged item will be charged 125% of the List Price. The T&Cs can be found here: http://www.textbookrush.com/help/policies/rental-terms.aspx.  The consumer’s specific charge amount for her book would have been available via her account throughout the rental period (until the time when it was converted to a purchase due to the damage). She had access to that charge on her account for approximately 5 months.

#3 The consumer consented to the Rental Terms and Conditions by placing the Rental Order.

#4 The consumer’s account has been closed as requested, but order information is kept as per the Federal Government’s requirements for eCommerce. Federal law takes precedence.

Our processing team did make an error and clicked the wrong box on a screen while processing her book.  This generated an email to the consumer that stated the book had been checked-in without issue. The processor then clicked the correct box, and the correct email describing the damage and corresponding charge was sent out within a few seconds of the first email. Due to our error, and as a courtesy, we will offer to refund half of the damage charge. We believe that this is above-and-beyond any reasonable expected response due to an incorrect email being sent, but we want to acknowledge the error. If the consumer agrees via the BBB forum, we will issue the refund. This offer remains valid until the end of business this Friday, June 20th.

Consumer Response: When i returned the book back to the company, the book was not even in the condition that the business says or shows in the picture.  I refuse to accept the fact I'm getting blamed for something.  With all the companies that I have rented in he past, this has been the worse experience.  When I soil to the customer service rep she indicated last page sticking now they indicate liquid damage.  Are we even talking about the same book.  I strongly feel that the damage may have occurred during the transit of the shipment or at the receiver end.  Furthermore, even if a contract indicates a percentage amount it is the business responsibility to indicate a value and have an agreement with the customer and not just charge with any knowledge of pricing or the customers consent.  It should have been the companies responsibility to contact me of the actions the business was going to be taken.  I have also never heard of a company charging 125% for a book that's considered a used workbook.  I have also seen complaints of this business known for its scams on such things.  I learned my lesson by not reading the reviews prior to renting with this company.   



Business Response: We are disappointed that the consumer rejected our offer of a 50% refund. That offer remains valid through the end of this week. We would encourage the consumer to review the Terms and Conditions of the Rental, found online at http://www.textbookrush.com/help/policies/rental-terms.aspx, as her submitting the rental order was her consent to those terms.

We sent the consumer a textbook in Very Good condition, and received it back in non-usable condition due to liquid damage and pages sticking together.
We feel that the offer we have extended is more than fair, as we proposed to split the Damaged Rental cost with her, even though we would be at a loss on the transaction. We cannot offer anything additional to increase our loss

Consumer Response: When a company does not provide the costumer with the amount of what will be charged on the credit card and then fails to have the customers consent that is considered an authorized charge. therefore, I am rejecting this offer. I'm really upset because I truly know that book did not have water damage went I sent it back. Furthermore I notified the costumer service rep that when I received the book, they failed to notice that the book had post its in some pages.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I only received part of my payout for buyback #*******. I have sold many books to TextbookRush in the past and haven’t had any problems... However, in this case I sent two (2) books to Textbook Rush and was only paid for one (1) book. TextbookRush is claiming that one of the books had torn out pages when they received it. There were no torn out pages when I boxed it up and shipped it to them. Someone at their facility must have torn out pages by accident while opening the package and now they are not accepting responsibility for their mistake. I have tried to contact TextbookRush on multiple occasions, 5/15/2014, 5/20/2014, 5/22/2014, and 5/27/2014 and haven’t received a response.

Desired Settlement: I would like TextbookRush to accept responsibility for their actions and pay me the money I was quoted for the book that I sent them in mint condition.

Business Response: We have manually processed the Buyback and the quoted payment will be via Check ($24.00). We are doing so because one of our agents did not respond to the consumer's emails in a timely manner. The book was missing the pages as we described. The attached picture shows one of several gaps in the workbook. In this case, the page on the left is page #74, and the next page is #83. There are several sections throughout the book where 8-10 pages are missing.

The book is useless to us, and has been processed for recycling.

The payment is being made because of our mistake in not communicating with the consumer.

While the result is the same, we did feel it was necessary to make the clarification.

Thank you

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********.  It has been 7 days and I still have not received my refund check from TextbookRush.  





















6/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented three books through Textbookrush on 1/10/2014 for the spring 2014 semester. I returned the books in the original packaging on 5/29/2014 and they were received by Textbookrush on 6/3/2014. On 6/4/2014 I received an email stating that one of the books was returned in damaged condition: "We have received a return for rental order number ********. Inside this package was "Business Law: Principles and Practices" by Goldman, Arnold J.. This item was received in damaged condition and cannot be accepted. Check-in notes state: PAGES STICKING TOGETHER-- Item received have pages sticking together. Item cannot be purchased. Per the rental agreement, your credit card will be charged the buyout price for this item because this item is no longer usable and cannot be reused. The item will not be returned to you and will be recycled." This book was not used by me and was returned in the same condition that it was received. I then see a $248.75 charge on my credit card for the replacement of this used book. I called and spoke to a Scott Ward at Textbookrush and he verified what the email had stated. He then sent me a picture that he states shows that there are pages stuck together. In this picture it appears to be two to three blank pages that are stuck together. Reiterating that the condition that the textbook was returned is the same condition that the textbook was shipped from Textbookrush.

Desired Settlement: Since the book was returned in the exact same condition that it was received I do not think that it is my responsibility to purchase a new textbook for Textbook rush on top of the $51.25 that was paid for the rental. Reversing the charge for $248.75 made on my credit card is the desired outcome.

Business Response: The condition we received the book back from the rental term is such that we can no longer use the book for any other customers. We believe that the attached images with the condition showing (50+ pages of damage, pages standing up on their own because they are stiff from liquid damage, printing wearing off due to damage, and visible dark liquid damage) will show that the condition is clearly not-usable. The issue is what condition the book arrived to the consumer. The book was graded in "Very Good" condition when we sent it out to the consumer. A book with any of the above listed issues would not have been listed in that condition. The consumer received the book on January 14th, and not at that time or during the entire rental period did they contact us about the condition of the book. When we received the book our processing team noted the condition and the charge was issued.

As stated in our rental terms and conditions on our website, we must receive the books back without damage. In this case, the book was not something we can accept. While we try to be as lenient as possible, this book cannot be sent out to another consumer.

http://www.textbookrush.com/help/faq/book-rentals.aspx:

Damaged or lost books

Books must be returned in similar condition to when they were mailed. We request that highlighting or underlining is limited to keep the item in good, usable condition. Books that are heavily marked or otherwise damaged will not be accepted and you will be charged 125% of the US Student Edition list price minus the rental fee and any extensions purchased. Should you lose the book, you will be charged 125% of the US Student Edition list price minus the rental fee and any extensions purchased.


We are returning the book to the consumer. It is simply damaged beyond reasonable use.


 

Consumer Response: The book was not used by me. It was received but since it was not needed it never left the container it was received in. So the fact remains that the liquid damage was not caused on my end since there was no damage on the box when it was dropped off for shipping. 

 
The only options that can explain the damage are one, the book was sent from Textbookrush in the current condition, two, the book was damaged during the return transit to Textbookrush, or three, the book was damaged after it was received by Textbookrush. None of these reasons are my doing and I am not responsible for the damages if there were any.
 
You say the book was "graded very good" but since this is a subjective grading scale (opinion) where is the photo proof that the book was not sent out in this condition? From the pictures it looks like someone spilled their coffee on it during there morning check in work.

Business Response:

I’d like to address each of the consumer’s concerns:

  • Our warehouse does not allow drinks at the check-in stations. We tightly control water and all liquids in the warehouse due to the extreme danger of mold growth and transfer between books. Being a warehouse with hundreds of thousands of books, it is our second greatest concern after fire.
  • We do make mistakes. This is why we offer a 30 day return period for all rentals and purchases. However, the consumer never contacted us about the condition of the book at any time.
  • Without the communication from the consumer within 30 days, we are in situation where both the consumer and we have different opinions as to what may have happened. Due to this, and in an offer of goodwill, we have issued a 50% refund on the consumer’s buyout fee, effectively splitting the cost of the damaged book.

We consider this to be a fair and reasonable resolution to this situation.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.






















6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold a book to textbookrush for 25.50 but received only 1.54 for it. Textbookrush said that if the access code is used, so that was the amount that i would receive. How does textbookrush expect a used book with an unused access code? That is an excuse to steal from students. I never agreed to sell it for 1.54. I requested my book back and said i do not want to do business with textbookrush ever again. The company says that they are no longer able to return my book. My book was stolen. I never agreed to sell it for 1.54. After reading so many complaints about the textbookrush have noticed that many students fall for the same trap and have their items just taken. I never needed to complaint about a company. Bookbyte and skyo have high quality books and honesty. It is not even right that textbookrush is still open after so many people opened complaints about the same problem!

Desired Settlement: I shipped my book in perfect condition, like new. I want my book back.

Business Response: The customer quoted the ISBN for a bundle - a textbook and CDs with Access Code "set".  However, they were unable to send the complete set, and only sent the textbook, We paid for what we received, not what was quoted.

We understand that this can confusing, but it is the publishers who create the bundles and request the ISBNs, and it was the consumer who made the selection.  We regret that an error was made, but the consumer selected product A, and then shipped us product B. We cannot pay for what they did not send us. However, as a courtesy, we have issued a $25.00 Store Credit, which more than makes up for the discrepancy. We believe that this is more than reasonable resolution.

That store credit is now available for immediate use.

Consumer Response: Although it is clear that the wrong isbn was used, it should be obvious for textbookrush that students sell used books. The access code was obviously used. Textbook rush failed to informe me that if the access code was used i would received only 1.54. The price was informed after textbookrush received the book, and when I just wanted the book back, textbookrush said they are unable to do so. Textbookrush is offering me $25 in store credit, pushing me do to business with the company again. However, I do not feel safe to do any business with textbookrush. There is no guarantee that I won't face knew problems once I rent a book just to use the store credit. Textbookrush has too many complaints out there. I just want to solve this problem without doing business with textbookrush ever again. 































Business Response: We are aware that students may select the wrong title or ISBN, which is why we have such specific instructions and guidelines on our website.  We do our best to provide the best possible explanation of the process, but the information available at http://www.textbookrush.com/help/faq/buyback-faq.aspx is only useful if it has been read and followed by the consumer. There is specific information on this FAQ that would have assisted the consumer in avoiding the situation.

The consumer did not send us the correct ISBN for the set they quoted, but as a courtesy we issued Store Credit in an amount 15X more than the online value for book they sent us.. To clarify, the consumer made an error, and we have issued them store credit at a significant loss to our company due as a courtesy regardless of the error being theirs. Instead of accepting this offer, the consumer has replied back that they unwilling to do business with us again. That is the consumer's choice, and our offer remains valid. The consumer has the Store Credit on their account and can apply it towards the purchase of any item we have available (Textbooks, novels, videogames, movies, or even Consumer Electronics).


Consumer Response: I want my book back in the same conditions: like new. Textbookrush's store credit has no value to me because I have no guarantee that I will face future problems with the company. If I use the store credit, I would probably use it to buy a more expensive book, but I do not feel safe providing textbookrush my bank information. Also, if I use the store credit, it would be a rental, and I have no guarantee that textbookrush will not  have an excuse to charge my credit card. Textbookrush has too many complaints in website reviews.
































5/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This business offers to buy back text book online. After I entered all the information about my nursing books to sell to them, I printed a packing/shipping label that they provided, boxed my books up, and sent them off in the mail on 03/24/2014. After a couple of weeks without payment from them, I contacted the company. I was informed that the package was never delivered to them as it was damaged in route. They didn't bother to contact me and let me know there was a problem. At that point, they told me they would file a claim with the carrier as it was an insured package. I was told that the claim would be resolved and I would likely receive payment within 7-10 business days. I called last week on what would have been the 10th business day and was told they had no information. I called again today and was now told it could be a minimum of 4 weeks. When I expressed that this was not acceptable, I was told there was nothing I could do about it. I am one person, they are a business. I would like them to make good on the amount agreed upon for the purchase and they can wait for the settlement from the carrier. They have not given me any updates without me calling to inquire about the status of the process.

Desired Settlement: My desired outcome is payment that was agreed upon for purchase of nursing books.

Business Response:

The shipment was made using a service called FedEx SmartPost, which is a combination of both USPS and FedEx. The FedEx website shows this information for the consumer’s specific tracking number: “Damaged, unable to deliver shipment”.  Unfortunately, we do not have access to any more information than this until FedEx responds to our claim.

As stated in our Buyback policies online, our FedEx shipments are insured for up to $100 per package.  This is the limit that we are able to recoup from FedEx for damage caused by them during their handling of a package. We have explained to the consumer that the claim process can take up to 4 weeks for FedEx to respond.  However, it is clear from the FedEx website that the package was damaged while in their possession. Although the package has thus far only been in the possession of the consumer and the carrier, we have decided to make an exception to our stated policy, and the consumer’s payment will be issued as a measure of good faith. To clarify, we have not received the books, and we have not had the claim inquiry adjudicated by FedEx, but we will honor the initial quote. Her payment will be via check in the amount quoted.

Consumer Response:  
I am emailing you regarding my complaint ####### that has been closed.  I have not received any correspondence from the company nor have I received payment from them.  I was unable to find a place on the message to respond to you about this.  I'm not sure what I should do next, but the complain should not be close as I have not heard from them.  Please advise me on how I should proceed.
 
Thank you, 
****** *****

 

Consumer Response: I have not had a resolution from my complaint (********).  I email the dispute resolution department on 5/13/2014 that I had not received any response from the company and I have not received a response from the dispute resolution.  I do not want this claim closed as it is NOT resolved.  Please advise me of what steps I need to take next. Thank you,   

Consumer Response: Better Business Bureau:This response was issued to me more than 2 weeks ago and I have not received any communication or payment from the company.I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.

Business Response: An error was made when we manually issued the payment the first time, and it was not submitted properly. We have resubmitted this, and our bank should process the check this evening. The consumer can contact us directly at ###-###-#### tomorrow and we can verify the status of the payment. This was our fault - human error - and we apologize for the delay.  Because of the error, we have issued an additional $20 of Store Credit to the consumer's account. She can logon to her account at any time to use that Store Credit. We again apologize for the error.

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had sold my text books to text book rush and had received an email saying: Hi ******* ********, Order ID: ******* View Order Status This email is a notification that your online buyback at TextbookRush has been received and checked in. Payment will be issued within 1-2 business days. You can always check the progress of your buyback by logging into My Account. Note: If you sent in multiple packages each package may be checked in at a different time. The following is a summary of all items received to date. Buyback order breakdown Product Description Qty Quote Price paid Diversity in Organizations 9781111221300 by Bell, Myrtle P. Cengage South-Western U.S. Edition 1 $60.50 $60.50 Corporate Culture Survival Guide 9780470293713 by Schein, Edgar H. John Wiley & Sons, Limited U.S. Edition 1 $6.34 $6.34 Total Buyback Paid: $66.84 I have not received my payment and when I had asked about it I was told that I owed for a book that I did in fact turn in. I looked at my account and nowhere on there does it say that I owe money on it, but yet they took the payment that is rightfully mine and kept it for a debt that I do not have.

Desired Settlement: I either want the amount of $66.84 put into my PayPal account or they can mail my books back to me and I will take my business elsewhere. I refuse to work with people who are dishonest.

Business Response:

The consumer rented a Communications book from us on 12/1/2011.  That item had a return due date of 4/4/2012.   During the rental period the consumer was sent several email reminders and a pre-paid label to return the book. However, the book was not returned.  When the grace period expired, we attempted to charge the credit card that the consumer had used for the rental so that the rental could be converted to a purchase. This process is documented online as part of the rental Terms and Conditions the consumer agreed to at the time of the purchase.

We attempted to charge the consumer’s card several times, but each charge failed. We sent additional communication to the consumer’s email address asking for them to clear up the charge or be sent to Collections. We did not get a response. 

On 12/12/2012 the consumer created an Online Buyback, which is the process where a consumer sells used books to us that we will re-sell to other students. When we received the Buyback we processed it and applied the amount to the consumer’s past due rental.  On 4/12/2014 the consumer created another online Buyback, and again we applied that amount to the past-due balance (which was still over $50 even after the two Buybacks). As a matter of goodwill, we told the consumer that we would consider the issue closed, even though there was still a remainder due on the balance. Her account with us was in good-standing at the time we received this complaint. 

We are surprised and disappointed to hear that the consumer is unhappy with our forgiveness of the additional $54 of debt. If the consumer pays us in full for the charges on the past-due book ($152.44), we will gladly issue payment for the two Buybacks she has submitted ($98.34). We are unable to provide specific order information via the BBB portal, so we suggest that the consumer logon to their account online to view their transaction history, including the above mentioned rental (shown under “Open Rentals” on their account home page).

Business Response: I received a notice that the consumer has rejected our response to their complaint, but no reason was given. I do not know what their additional concerns are, so I will not be able to address them. 

Business Response: If the consumer can show any documentation about the past-due rental item being received to us before 5/6/2014 we would be glad to reconsider the issue. Otherwise, we have given the consumer a considerable discount from the amount we have been trying to collect for our book that was not returned.  Our system shows that the consumer did not generate a pre-paid return label from their account. Neither do we have any record of the item being returned to our location using the consumer's shipment.

We were owed $155 for the past-due book, but have accepted the amount of the two Buybacks as payment in full, even though they only totaled $98. We believe this has been a fair compromise for all parties involved.

Consumer Response: I never checked this book out. I never took this took a course in communications that would have used this book. As for the books I had turned into them to see at the amount of 66.00 I want them shipped back to me to I can sell them somewhere else. Also I will never be doing any business with this company again.






























Business Response:

Our records show that on December 1st, 2011, someone created an account on our website using your personal information and email address (the same as in this BBB complaint). That person then rented one textbook and purchased another book. $43.97 was charged to the credit card provided on that account on 12/02/2011.  The same account information was used to create the Buybacks we have been referencing in 2012 and 2014.  If you, the individual named on the account, were not the person who created the account and ordered the below two books, then we are concerned you may be the victim of Identity Theft and/or Fraud. We would suggest you have your local law enforcement contact us directly and we can provide assistance to them on the IP address, ISP, and computer used to make the purchase back in 2011.  The two books on that transaction were:

  • 9780495502463, Understanding Interpersonal Communication Making Choices in Changing Times by West
  • 0534517196, COMPOSING RELATIONSHIPS by Wood

Otherwise, we again reference that we have forgiven over $50 in fees for the non-returned item, and consider that a very fair compromise.

Consumer Response: They can just send me back the books that I had mailed them and I will I take my business elsewhere. If they have already been rented then they can send me the money in the amount that was agreed upon.
Also, I have told several of my friends to never use this company as they rip people off.




























Business Response: Unfortunately, the consumer has not addressed the issue behind her frustration, which was the non-return of a rental item. She has stated that she never rented from us, but has rejected our offer to assist with Law Enforcement to identify that transaction as a crime. All of our records show that the consumer rented a book from us, did not return it, and never replied to the many emails sent to her regarding the past-due rental. It is this non-returned and non-paid rental that we has caused the issues with her account.

To put it simply, the consumer either rented the book, or was the victim of a crime. Our offer to assist the consumer on this reportedly fraudulent transaction remains. However, without any response to our offer, we have to conclude that the consumer did rent the book and did not return it. 

We again offer to pay the consumer in full for any and all Buybacks submitted once the consumer pays for the non-returned textbook. 

Otherwise, the consumer can take the substantially discounted solution already in place. We believe that either of these options are fair and reasonable, and should resolve the Better Business Bureau complaint.

Here is a link to the Terms and Conditions the consumer agreed to at the time of the Rental: http://www.textbookrush.com/help/policies/rental-terms.aspx

Consumer Response: I want my books returned to me because I did not borrow the book. I keep very accurate records of what I take in school and in the year they claimed I took out the book I was not in school.
The company is not being cooperative and therefore they can return the books that I sold them so I can sell them to a company who is honest and helpful.




























Business Response: As we have stated previously, the consumer either created the Rental order, or was the victim of fraudulent activity when the order was created. Since they have stated here that they did not create the order, we again ask that they contact their local law enforcement and we will cooperate fully in providing them with the information we have regarding the order.

Consumer Response: I want the two books I have sent them to be mailed to me by the end of the week or they can pay me the 66.00 that I was quoted. I will keep on disputing this until I get the satisfactory results.



























Business Response: $50.00 in store credit has been issued to the consumer's account. This is a last-chance compromise effort on our side. If the consumer rejects this offer then we will contact Law Enforcement on her behalf regarding the original order she claims she did not place.

The store credit is currently on her account, and can be applied to any purchase.

We consider this a more than reasonable accommodation and ask the BBB to recognize it as such.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.



















4/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am waiting to receive payment from this business but have yet to collect and it has been nearly 2 months. It seems that this company continues to find ways to delay this process. The first check never came. The second check was mailed to the wrong address, despite the fact that I emailed the correct address several times and also have it in my account information. Each time, I am required to wait over a month to go through the billing process again so they can reissue another check. When I contact the business, they continually send me to other departments and take a week or more to respond or do not respond at all. It seems as though they are trying to make it extremely difficult to collect payment intentionally.

Desired Settlement: $80.00

Business Response: During our “Rush” season we send out thousands of checks per day from our bank, and unfortunately, there can be some that are lost while in transit with the USPS. This appears to be what happened with the consumer’s initial check.  The consumer did contact us on 3/2/2014 at 6:47:30 PM via email to let us know that the check had not arrived, and our waiting period had passed. In this communication, the consumer did provide us her “current address”, which turned out to be incorrect (wrong zip code was given). While we understand that the consumer says they have proof they sent it correctly, our archived data of that email does show that they gave us the incorrect zip code. We have confirmed today, April 10, 2014, that the check is in transit to the CORRECT zip code. Since we cannot provide the consumer’s address information via this BBB portal, we have sent her an email directly to her personal email account with the information.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold 3 books in Very Good to Excellent condition. I was quoted to be paid $29.00, $16.50, and $1.78 for each book respectively. They paid me for the $29.00 book, but didn't pay me for the other two books.. They claimed that the books had water damage. When I contacted them they responded with the following: "As detailed in our buyback terms and conditions we will not accept books that shows any signs of water damage, even if it's the slightest amount." First of all, on their website the example of water damaged books that they don't accept are severely water damaged books. Secondly, I saw no signs of water damage whatsoever on the books that I sent. These books are in great condition and are certainly viable to be resold or rented as Used Books. Luckily, I took pictures of these books before they were shipped. The pictures show the great condition that the books are in, with no visible water damage, and the proper packaging that the books were sent in. I will gladly provide these if necessary.

Desired Settlement: I would like to receive the rest of my quoted payment ($18.28).

Business Response: I have retrieved the two books that were not purchased, and each book does have many pages of liquid damage. The consumer was sent an email with a link to pictures that will show them the damage on each book. We strive to sell the best possible conditions of books, and as such we cannot buy books that are in a condition lower than we would sell. We would refer the consumer to our Buybacks Terms and Conditions page (https://secure.bookstores.com/service/policies/sell-textbooks-terms-conditions.aspx) where our policies are provided, including that items that are not purchased are not returned to the consumer. However, as a courtesy, we will contact the consumer directly to provide them with instructions for return of the two books. We cannot, however, grant the consumer’s request to purchase the books, as they were received in a condition we are unable to use.

Consumer Response:

I viewed the pictures this company provided of the supposed "water damage" and was still unable to see any water damage in the pictures. I also saw no signs of water damage with my own eyes before I sent them. As stated in my complaint, I also have pictures that I took of the books in great condition before shipping them. For me to be expected to pay return shipping for books that there is nothing wrong with hardly seems fair. As stated in my complaint, I will gladly provide the pictures of the books in great condition in this response.






























Business Response: We did send the consumer an additional email last week regarding the issue, but it was sent to his Yahoo email account, and not through the BBB Portal. It is possible he has not received it.  The text of that email follows:

Mr. XXXXXXXXXX- I apologize for the multiple messages we are sending you, but I did take your specific books to our Warehouse Manager in our morning meeting. After further review, it was decided that your books would be meet the quality of "Acceptable", which is our lowest standard. As such, we are now processing the books and you will receive additional emails with the payment information.

The books did have signs of previous liquid damage, as was shown on the email we sent the consumer. However, since we have purchased the items in a lower condition at the same price we quoted for the higher condition, we believe that the issue is resolved and there is no need to re-address the discrepancy in the items quoted versus received. Payment was issued to the consumer's PayPal account in two batches, on April 10th and 11th.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.



















4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent my iphone 4 to sell to them and i was unable to deactivate the phone so I request my phone back they refused stating that it is there written policy to recycle instead of returning that in printing the shipping labels I agreed to this but i looked that there policy it state that i can get my equipment returned in the event that they cant purchase the device I have emailed asking for either payment or the device no answer I spoke to them and ask them to send me a copy of this supposed policy no answer I am being ignored and if they recycle my device which I think they will because they know they lied about this policy if in fact it was real this policy it should be in the device would be recycle website policy and it not I did not sign anything stating that my device would be recycled

Desired Settlement: I want either my device back or payment for the device and I want that website shut down permanently

Business Response: The consumer quoted us one item, but the item we physically received was different. We have tried to resolve the issue with the consumer, but have been unable to. As a courtesy, the phone we received is being returned to the consumer.

4/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented the textbook Cell and Molecular Biology: Concepts and Experiments, by Gerald Karp from Textbook Rush. The textbook I received is printed out of order and as a result, is missing nearly 40 pages. I initially contacted Textbook Rush Friday, April 4, 2014 regarding the issue and was offered two options: to return the book that day for a full refund or to return the book at the end of the rental agreement in three weeks for a 15% refund. I can not send my textbook back today because I still have three weeks left of class. To say the least, I was not satisfied with either of these options. I am a senior in college preparing to graduate this semester. I can not afford to miss 40 pages worth of information on my upcoming test, this Thursday. Therefore, I called Textbook Rush again today (4/7/2014). I asked if they would give me access to an e-book or send a replacement book that is not missing pages in turn for the book I currently possess. They stated they did not have an e-book and were out of hard copies to send. I asked to speak with a manager and spoke to *****, who offered me a 50% refund at the end of the term. ***** stated that this was "going above and beyond" for his company. When I agreed to pay Textbook Rush for my rental, I agreed on the condition I would receive a complete text book. There is no reason I should pay this company any amount of money for a textbook that is printed incorrectly and missing 40 pages of information. Especially, when they are unable to provide a correct copy of the book. This is RIDICULOUS. There customer service is pitiful.

Desired Settlement: I would like a full refund at the time I return the rental (at the end of our rental agreement).

Business Response: We are an online store selling books and other items useful to College Students, but we are not the authors, publishers, or printers of the books we have.  In this case, the book appears to be defective with missing pages. This appears to be something that would have happened during the printing process which is not something we control (I am using the word “appears”, as I do not have the book available to review). While we do offer a satisfaction guarantee, it does end at the point of returning an item for a f