BBB Logo

Better Business Bureau ®
Start With Trust®
21 Counties in Central Ohio
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of TextbookRush.com?

If yes, click here to login.

Are you...?

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company sells books of all types, including textbooks, study aids, topsellers & novels.

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 16 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 157 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

157 complaints closed with BBB in last 3 years | 49 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 17
Delivery Issues 19
Guarantee/Warranty Issues 0
Problems with Product/Service 94
Total Closed Complaints 157

Customer Reviews Summary Read customer reviews

72 Customer Reviews on TextbookRush.com
Customer Experience Total Customer Reviews
Positive Experience 28
Neutral Experience 1
Negative Experience 43
Total Customer Reviews 72

Additional Information

top
BBB file opened: July 09, 2004 Business started: 07/01/2002 Business started locally: 07/01/2002 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

Additional Locations

  • 802 Avondale Ave.

    Grandview Heights, OH 43212 (614) 486-3348

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (877) 292-6442(Phone)
  • (614) 729-2478 (Fax)
X

Additional Email Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

12/19/2014 Problems with Product/Service
12/18/2014 Billing/Collection Issues
12/13/2014 Problems with Product/Service | Read Complaint Details
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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
X

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 full refund within 30 days of the order. We do not offer a “use the majority of the book for the entire rental period, then return it for a full and complete refund after you are done with it” return.  The consumer has an item that has a defect, but that they have already stated is useful to a degree. We do not stock ebooks, so we were unable to give one when requested.  We have offered a full refund for the return of the item immediately, or a 50% refund if they plan to keep the item for the entire rental period. While the consumer considers this to be “RIDICULOUS”, we believe it to be more than fair, and the offer still stands. When returned to us, we will review the issue with the book and contact the publisher if it does appear to be a printing error.

Consumer Response: The book I ordered was promised in "very good" condition. The book I received was not in "very good" condition. Regardless of the use I have gotten out of the book, I am unable to use the book to its fullest potential because it is not in "very good" condition. When I initially received the book, I checked the covers, binding and general condition of the pages.  I did not however, count the 1,000 plus pages to make sure they were all present, as this is unreasonable. After speaking with a representative from Wiley, the publisher,  I was informed it is actually the responsibility of the textbook rental company (Textbook Rush) to ensure all pages are in tact and in order prior to making books available for rental. Obviously Textbook rush did not do this, or they have continued renting the book to students knowing pages are missing.

In light of our pleasant experience, my department has sent the following e-mail to ALL incoming freshmen, current students, campus faculty and staff. Unfortunately enough, your company will no longer receive business from this area.


Business Response: The consumer has left out several key facts that are pertinent to the situation:
1) The consumer did not purchase the book through our website, and her payment was not made directly to us.
2) The consumer did not contact us during the 30 day return period to address the issue with the defective product. The consumer did not contact us during the 60 day refund period that is allowed by the website she used to purchase the item. The consumer contacted us several months into the rental period.

We have seen the consumer post negative statements about us on Social Media, the above mentioned threat of legal action, and multiple other complaints. We deeply regret that the product the consumer received was defective, and despite the overwhelming negative communication from the consumer we have continued to work on their behalf with the company that they used to make the purchase. We have simply asked that the consumer return us the item so that we can inspect it and address the error with the publisher. The consumer has consistently refused to part with the item regardless of our offers.

We have been working with the company that she purchased the book through (again, a 3rd party website, not one managed or hosted by TextbookRush) to allow us to refund her order. This is not how their process works, but they have come up with an alternative method, and this information has been sent to the consumer via one of her social media accounts (where she had also contacted us). While the 3rd party company cannot issue a refund back to her credit card used for the payment, they have offered to issue her a check. If the consumer replies to the message via her social media with approval, we can get this process initiated today.



Consumer Response: I had contacted Valore, the company I "purchased" the book through as well as the publisher of the book and BOTH companies told me I had to contact Textbook Rush because they were the only ones who could issue a refund. I have made progress through the use of social media and ****** has provided much better customer service as well as offered a full refund at termination of rental agreement.. It's very sad that the only way to get customer service with this company is to make the situation public. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

3/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold some textbooks to this website and requested payment via PayPal. Before payment was issued, there were security issues with my PayPal account and I had to close it. When I did not receive payment as promised, I contacted the buyer and was told to contact PayPal. PayPal told me that there was nothing they could do and I needed to get the funds reissued via Textbook Rush. When I contacted them again, I was told that I would have to wait up to 45 days for a check, which is complete violation of the terms set forth on their website: "If your PayPal email address is returned as invalid when we issue payment, then a check will be sent to your billing address the following business day. We will also default your payment method 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." (http://www.textbookrush.com/help/faq/buyback-faq.aspx)

Desired Settlement: I cannot afford to wait 45 days for my refund. I provided a new PayPal address via email because there was no way on the website to change my PayPal information.

Business Response: We have been able to confirm with PayPal that the payment was 'unclaimed' with a reason code of 14767 - "receiver is unregistered". Because we have been able to confirm that the payment is not available to be "accepted" we have re-issued the payment to the consumer's new PayPal ID as requested. We apologize for the delay, but the issue was caused by her PayPal account being closed while we were in the middle of the transaction.

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. The technical reasons why I was told 45 days is unimportant to me, but I am very impressed with your response time to this matter.  As I previously explained to the business, my PayPal account had been compromised and had to be closed immediately. 

3/14/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My packaged has not been delivered. I also want it for $52,

Desired Settlement: the amount the item is worth

Business Response: The customer chose USPS as the method of shipping their Buyback to us. That package has been delayed in transit, but was last updated by the USPS on Monday February 3rd as being in Columbus OH. It has not yet been delivered. When the item is delivered we will process according to all of our stated policies.While the item has had an extraordinary delay with the USPS, it is not something that we control.  The customer will receive an automated email once the item arrives.

Consumer Response: I am a woman. I find your behavior to be very abusive. You all have sent several emails stating my order will be processed as normally. I am sorry, but are you doing drugs? I never met a company who wants to make customers lives miserable. I considered your email to be harassment and is causing me emotional harm. You have my package but now you are telling me you are going to keep it because I am suing. Textbooks / Rent Books / Cash for Books / Movies & TV / Games CASE_ID_NO: ******* I am the Director of Customer Care. We take threats of lawsuits very seriously, so you have been dealing directly with me for several emails now. Please provide us with the status of the Summons for the lawsuit by 5PM EST tomorrow, February 19, or we will process or return your package at our discretion based on no-response from you. Thank you

Business Response: We issued payment to this consumer on 2/19/2014 for the transaction in question.  The payment was a check sent to the address they entered on their account. The delivery was delayed by the USPS, but was processed once it was delivered to us. There is no further/open business between us and the consumer. If they have a specific request they can clarify.

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure of TextbookRush to compensate for materials submitted through buyback program & failure to reimburse for goods damaged.I submitted a textbook (Order ID: *******) to TextbookRush for buyback. Textbook submitted met all of the requirements stated on the TextbookRush website. TRANSACTION SUMMARY:The textbook buyback initiated 2/3/14Textbook buyback received 2/10/14Status of textbook buyback requested between 2/10/14 & 2/17/14 through website communication.Textbook buyback "checked in" 2/17/14Textbook buyback declined via e-mail, CASE #*******, for "Books do not meet our purchasing standards"Inquiry submitted via e-mail (2/17/14 12:23PM) as to why buyback was deniedResponse was given via e-mail (2/17/14 1:18PM) "Upon review...our review department felt that the item is not able to be resold in the condition in which it was received. ...not able to provide any additional details regarding the condition of the item."Detailed inquiry submitted via e-mail (2/17/14 10:25PM) requesting accurate reason for rejectionResponse given via e-mail (2/18/14 9:08AM) "...If there is any concern regarding an item, it then requires additional review. ...if there is any doubt that the item is not the original copy from the publisher or may be defective then it cannot be purchased. ...understand your concern regarding the lack of exact details regrading the item you sent...review is done by a different department...required to be very thorough...additional details are not shared with us."Inquiry submitted via e-mail (2/18/14 6:09PM) questioning allegations of "counterfeit materials submitted" and requesting expedited return of textbook for inspection.Response via e-mail (2/19/14 9:57AM)) gave tracking number and ETA of 2/25/14.Textbook arrived 2/27/14 & had damage to cover NOT PRESENT when submittedInquiry submitted via e-mail (2/27/14 7:15PM) detailing transaction and request for reimbursement for damaged goods receivedResponse via e-mail (2/28/14 9:43AM) denying refund request

Desired Settlement: I expect a FULL REFUND of the original amount quoted of $44.75 via paypal for two reasons:1. Original textbook buyback was denied for ambiguous reasons and no further assistance was given. Textbook submitted met ALL outlined requirements and terms.2. Damages found upon inspection of returned personal property that reduced value of previously excellent condition textbook.I will ship the textbook back to TextbookRush at their expense to receive this refund.

Business Response: The customer is asking for a refund, but we do not understand what he is asking to be refunded for. We paid for the shipping of the item to our facility and the return shipping to him. The customer has not paid us for anything related to this transaction, and therefore there isn’t anything to refund. We believe that the customer is asking for us to purchase a book that we stated we received as damaged. We do not pay for books that arrive damaged or in any other condition that we cannot sell them to future consumers. This is why the book was returned. What we can do is file a claim on behalf of the customer with the shipping carrier. Since the consumer states that the item was in excellent condition when they sent it to us, and we state that the item was damaged when we received it, we can assume that the damage was caused during transit. If we are paid by the carrier, we will pass that payment to the consumer. If the claim is approved we will inform the consumer directly.

Consumer Response: I am requesting full compensation for the two reasons listed in the original complaint. It does not concern me how TextbookRush would like to acquire the funds owed to me, so long as it is done in a timely manner (it should not take weeks).TO BE CLEAR:1. I submitted a textbook for buyback in excellent condition. This is well documented in the supplemental case file. I inquired on the status of my buyback after the initial time frame for the process had expired. The response given was that it was "rejected upon further review" and little additional information was given. Coincidentally, the return shipping for my textbook was only initiated after my inquiry. Had I not inquired, I doubt I would have even received it back. Further inquiry yielded the statement that "another department handled the review and was 'thorough' in its review." However, I was told by customer services that they did not have access to that information. Further questioning yielded little to no information, other than now it was being rejected on grounds of being "non-original publisher material," which is outlandish in this case. The textbook is most obviously not counterfeit, "international edition," loose bound, etc. 2. Upon inspection of the returned textbook, it was found to have damage on the front cover not present when originally submitted. Had this not been the case, I would have simply accepted the fact that the transaction had been a waste of my time and the employees of TextbookRush; TextbookRush obviously didn't want the textbook for whatever reason and they resolved themselves of obligation by declining on unsupportable grounds of being suspicious of "counterfeit goods."But this IS the case: the textbook was damaged either in-transit or at the facilities of TextbookRush. It is minor damage by my opinion; perhaps unsellable by the opinion of TextbookRush. Regardless, this damage was NOT PRESENT when originally submitted to TextbookRush and I will not accept my textbook being damaged when it was completely beyond my control.No information was given about this damage in response to my numerous inquiries as to why the textbook was rejected. Rather, I was told it was being declined for "legal" reasons regarding the authenticity of the textbook. It leads me to the conclusion that it was not damaged in transit to TextbookRush. Rather, it was either damaged while at TextbookRush's facility or during return transit, (which would have been unnecessary if the textbook had not been returned for no justifiable reason). The important points here are that:I received no information as to why my buyback was rejected when I originally inquired. After clarifying how my textbook met every term stated by TextbookRush, customer services very quickly suggested that it was "non-original publisher material," the only point I had not previously defended. To me, this is a very suspicious and nonprofessional move on behalf of TextbookRush. Then the textbook was shipped from the company before my case with them had even closed; absolutely no considerations were given to my inquiries.No further support was given at that point beyond a telephone number that simply gave an irritating dial-tone (digital screeching noises). I received my textbook back with damage NOT originally present when shipped to TextbookRush. Insultingly, the damage does not even seem to justify TextbookRush's wildly varying claims. Please see the attached images. If you can't find the damage, please refer to the supplemental case information for additional guidance. Nevertheless, I am not willing to forfeit the condition of my goods due to a company's negligence to customer service.  I still expect full payment for the textbook as it was in excellent condition when it was in my possession but was returned to me with damage. If TextbookRush is still going to pursue collecting an insurance claim for my damaged goods, I would like copies of the correspondence with the carrier or at least updates on the matter. I ask this for the sake of the matter not just "disappearing," as they have an uncanny way of doing. If TextbookRush would like to offer full payment in return for the textbook, I will ship it to them via their preferred carrier at their expense. 

Business Response: As a courtesy to the consumer, we have tried to avoid the issue of the legitimacy of the item. Since the consumer has brought it up in their complaint, we will address it. We do not believe that the item that was sent to us was an authorized publisher's edition of the textbook. The book had characteristics common with copies that were made without the publisher's knowledge/approval. When this item was processed to us it was rejected by our Buyback team, and was processed for a courtesy return to the customer the same day. That was why the item was shipped to him "before my case with them had even closed". We are making no claims, assertions, or implications that the consumer was aware that the item was not an authorized publisher's edition of the text. We are simply stating that the item did not meet our standards for purchase. Due to the consumer's concern that their item was damaged after it left their possession we have filed a claim with FedEx. When the claim has been resolved we will inform the customer. This is being done as a courtesy, as the consumer agreed to our Policies by submitting the Buyback. Our policies state "If you send a book that we do not buy back, the book will not be returned to you and will be recycled."  Also listed is this comment about damage: "TextbookRush will grade the books we receive in the condition received and make any necessary adjustments to the amount paid. We cannot pay you for items that arrive bent, mangled, torn, or otherwise dismembered." Our policies can be found at http://www.textbookrush.com/help/faq/buyback-faq.aspx.  

Consumer Response: I am unaware as to how not addressing my previous concerns has been a courtesy to me. It has been a disservice to myself and those associated with the work required to file and complete this case as it has only further complicated the matter. "We do not believe that the item that was sent to us was an authorized publisher's edition of the textbook. The book had characteristics common with copies that were made without the publisher's knowledge/approval."If some evidence could somehow be provided that supports this lofty claim that my textbook "had characteristics common with copies that were made without the publisher's knowledge/approval," I would be very willing to listen to them. Until then, I am assuming my original stance that TextbookRush has used a blanket policy to reject my textbook based on "if, in our sole discretion, any item is determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and destroy the item without payment to you and without giving rise to any other obligation to you." (http://www.textbookrush.com/help/policies/buyback-terms.aspx). You have no probable cause BUT any entity may be suspicious for any reason; hence the unreasonable power of this clause to deny any customer return or compensation for their textbook based on the premise of a suspicion, not a cause.Further, I would in no way associate the return of a perfectly acceptable textbook with a courtesy return; my textbook was damaged either in transit or at TextbookRush's facilities and declined based upon numerous, highly varying claims. No further valuable assistance was given until a claim was filed with BBB. The fact that I had to seek recourse through the Better Business Bureau dismissed any intentions to be "courteous." "Our policies state 'If you send a book that we do not buy back, the book will not be returned to you and will be recycled.'  Also listed is this comment about damage: 'TextbookRush will grade the books we receive in the condition received and make any necessary adjustments to the amount paid. We cannot pay you for items that arrive bent, mangled, torn, or otherwise dismembered.'"If this were the case, there wouldn't be an issue. But even with the damaged acquired AFTER the book left my possession, you have no grounds for rejection based upon ALL of the examples and definitions provided in the buyback terms and agreements. Even in it's current DAMAGED condition (refer to previously submitted photo evidence), it would meet YOUR requirements: "We accept books that are... in Good or better condition. Books with any of the following characteristics would be unacceptable and would not be returned: moldy, badly stained, liquid damage, copies with missing pages or obscured text, advance reading copies (ARCs), and uncorrected proof copies. Also unacceptable would be any one-time use or stand-alone items (i.e., workbooks that have more than six pages written on them, stand alone access codes that have already been used, etc.). Any CDs, access codes, or supplemental materials that came with the books should be returned with the Buyback order for that book. If you have any questions about your Buyback, please contact us at buybacks@textbookrush.com before you send it in." (http://www.textbookrush.com/help/faq/buyback-faq.aspx)"Some examples of books that we do not buy back are liquid damaged books; books with damaged bindings (e.g., pages loose, missing, or falling out); defective books; and books with torn/taped covers, or study guides/workbooks with any highlighting/writing" (http://www.textbookrush.com/help/faq/buyback-faq.aspx)In summary, I believe my textbook was wrongfully rejected for numerous reasons AND damaged in either transit or processing at TextbookRush's facilities. I will not accept the degradation of my textbook without compensation from the responsible parties. I will await reimbursement, whether it be through a collected insurance claim with the carrier or through TextbookRush. Regardless of the pursued course, I expect it to be resolved in a timely manner as previously stated.

3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a quote for the purchase of my used textbooks. On the quote there are qty. 32 of a Saxon Math book ISBN # 1591412862 at $4/book. I delivered the books to **** ********* on Feb 8th. I transferred all of the books quoted to him including the 32 Saxon Math books. **** specifically looked at this set of books and remarked that they are in great condition (as we were discussing why this particular ISBN number was worth so much more than the other Saxon Math books that they quoted). The company now denies that they ever received the books. I delivered 300 books to them and these were worth the most money. Copy of E-mail from **** regarding price quote:Hi ******,Yes we would like to purchase all 32 of these books as long as they're in good or better condition. We can pay $4 each for them.Thanks,**** *********cid:image004.jpg@01CD2D10.A9978AA0 "Complete Curriculum Solutions"**** ********* - DirectorPO Box 623, Columbus, OH 43216http://www.k12booksource.com/Toll Free: ###-###-#### - F: ###-###-#### - E: sales@k12booksource.comCell: ###-###-#### - E: **********@k12booksource.com"**********@k12booksource.com________________________________________From: **** *******Sent: Thursday, January 30, 2014 1:56 PMTo: salesSubject: FW: Quantity question-----Original Message-----From: ****** ******Sent: Thursday, January 30, 2014 1:43 PMTo: Bulk SellerSubject: Quantity questionI am trying to create an order to sell (32) of Saxon Math 8/7 Student Edition ISBN #1591412862. Will you accept this quantity now and at what price?Thank you,******

Desired Settlement: They need to double-check their warehouse. These 32 books were listed at the bottom of the quote. I hand delivered them to ****.

Business Response: This issue involves the sale of bulk textbooks to our K12 division. The consumer had many different titles to sell us, and was met at a mutually agreed-to location, where the items were manually transferred from one vehicle into another. Over 200 books were transferred book-by-book from one vehicle to another. When our vehicle arrived at our facility and the items were processed at our warehouse they did not include the specific title that the consumer has mentioned. When the consumer contacted our K12 division about the issue we reviewed our stock and Purchase Order details. We do not have any copies of this specific book in our system. We are confident that the books in question were not provided to us, but we have reached out to the consumer directly to see if we can assist in some other manner.

Consumer Response: Since we I did not ask **** to sign-off on what was received, I can't prove that I gave him those books.  Next time I will have a signature prior to turning over the books.    I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

3/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the book Calculus 7th Edition by James Stewart from TexbookRush because it had a really good price compare to other sellers. After double checking the item description to make sure I was getting the right book, I purchased it and paid extra for faster shipping since I needed it to have as soon as possible for my college class. Unfortunately, the book that TexbookRush sent me was STUDY GUIDE FOR STEWART'S SINGLE VARIABLE CALCULUS 7TH EDITION BY RICHARD ST. ANDRE instead of the Calculus 7th Edition by James Stewart. As soon as I received the book I emailed them asking what had happened because when I read the book description in nowhere did it said that the book was in fact a study guide for Calculus and NOT the actual Calculus book by James Stewart. They replied only saying that "I can confirm that the item that was ordered is the US Student Edition, not the International Edition". However that was not the issue, the issue was that instead of sending the book that they described on the website, they sent a study guide for that book. Of course, I've not heard back from them. After not hearing from them after the last email I sent, I checked their refund policy and it turns out that is my responsibility to pay the shipping fess to send them the book back. I think is unfair for me to have to pay out of my own money to return a book when the only reason why I'm doing it is because they failed to send me the book that I paid for.

Desired Settlement: I want TextbookRush to refund the full amount paid for the book as well as taking care of the return fees which include the mailing label and the box to ship the book back because the one that it came with is completely useless.

Business Response: The customer has sent us two emails. The first one was asking us if the item she ordered was the US Student Edition or the International Edition of the text. That is why we replied informing her that she had ordered the US Student Edition. On the next email she stated that we sent her the wrong book. However, we sent her the item based on the ISBN that she selected (the Study Guide ISBN, and not the actual textbook ISBN). We will send the consumer return instructions for the item since they do not need the item that they ordered.

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. However, I would like to ask TexbookRush to provide FULL DETAILED information about the books being sold in their site. The item description of the book which includes the title of the book, the author, and cover picture should match the ISBN number. 




















2/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given a quote of $237.48 for a batch of textbooks I was getting rid of. I sent a box with these books in them, which were NEW might I add:History of Western ArtExploring Package DesignCollege Geometry a problem solving approachstoryboards motion in artWeb copy that sells (6 copies)Inspired 3D Short Film ProductionWordpress (6 copies)I sent them in the first week of January. The books were received on January 28, and I received an email stating they were in a warehouse waiting to be checked in. 2 weeks went by with no check and no updated info. I emailed them asking for an update. They told me I wouldn't receive my refund because they received some books from **** *****. I have never even heard of those books. I tried to call but couldn't get anyone on the phone. I have requested them to look again because I know they've received them because my tracking number states the package has arrived. I've even sent a description of the box the shipment was in. I'd like my money. I've done my part TEXTBOOKRUSH needs to do theres.

Desired Settlement: I would like my check for the amount quoted or I'd like my books back in the same condition I sent mineHistory of Western ArtExploring Package DesignCollege Geometry a problem solving approachstoryboards motion in artWeb copy that sells (6 copies)Inspired 3D Short Film ProductionWordpress (6 copies)

Business Response: We do not disagree that the package with the customer’s tracking number was delivered as stated. Our discrepancy is with the contents. Instead of receiving the items that the consumer quoted us, we received 45 copies of a booklet/magazine called “SCORE” by the Office ***** Foundation. These are not books with an ISBN registered with the Library of Congress, but appear to be items published by Office ***** for internal or non-profit purposes.  They are not items we can buy or sell. We do not doubt that the customer packaged and mailed the books that she states she does. Our belief is that her package and the package with the Office ***** Foundation books were in the same USPS facility at the same time, and were opened/damaged or re-packaged for some other reason. The tracking number on the USPS website does not notate any delay or distress with the shipment. Unfortunately, this is not a rare occurrence. We deal with thousands books per day being shipped through various carriers, and we see something like this with the USPS a few times per month. This is one of the reasons why we post specific instructions in bold text on our website for the consumer to purchase insurance for any items shipped via the USPS. On our Buyback FAQ page at http://www.textbookrush.com/help/faq/buyback-faq.aspx we state (in bold): 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. If the consumer has followed this advice we recommend that they contact the USPS for compensation due what appears to be a package damaged in transit. We do receive items from the USPS that are listed as “Loose in the Mails”. These are items that have been separated from their packaging but were determined to be shipping to us. We have checked our stock of these items, but do not have any of the books the consumer quoted to us. Additionally, the USPS has a “Loose in the Mails” facility for items that they cannot determine who the recipient was. We will complete the form for the USPS to review their facility for these specific items, but we have had very little luck in retrieving items from this process. We have set the books we received in the consumer’s package aside, and we can return them to her at no cost as a courtesy if she wishes. While we understand that the 45 copies of “SCORE” are not what the consumer quoted, the items may be of some value – just not to us. Furthermore, the consumer may want to contact the publisher of these items to see if perhaps their intended recipient received the consumer’s textbooks. We did try to contact the publisher via the phone number on the books, but were unable to speak with a live person. The consumer can reach out to them via their website at www.score.org or the phone number on the books, ###-###-####. We have no affiliation or connection with them – we are just trying to be helpful. We will hold the 45 copies of “SCORE” for two additional weeks from today February 21, 2014. If we do not hear back from the consumer on what they want to do with these books we will donate or recycle the items.

Consumer Response: I'm being taken advantage of. I sent 237 dollars worth of books. I expect to receive the books I mailed or I expect to revive a check in the amount quoted for the books I sent. I can send you the list of books I sent again if I need to but I refuse to accept that my books the ones I have sent to textbook rush were not the ones they opened. They need to check again. They need to correct this issue.































Business Response: We are in no way taking advantage of the customer. We would have gladly processed the books had they arrived, but what we received instead were booklets without a ISBN number that did not match what the consumer shipped. The books the consumer quoted and shipped would have weighed 32.3 pounds before packaging. As soon as her package arrived to our processing line it was weighed. We weigh each package before they are opened, scanning the barcode on the shipping label to match the Buyback number to the package being processed. That weight is entered into the Buyback system for that specific Buyback order. It is just a scan of the barcode - no one types anything manually. The consumer's package weighed 29.95 pounds with the packaging material, so it could not have contained the items mentioned.  We do believe that while in transit the package was damaged or somehow opened, and the contents were mistakenly placed into another box, and vice-versa. On the consumer's behalf we have submitted the list of expected items to the USPS via their Mail Recovery Center Search Request  form. Our USPS rep has confirmed that the form has been sent to and received by the USPS MRC. The consumer can read more about the USPS MRC here: http://about.usps.com/postal-bulletin/2012/pb22351/html/info_005.htm. While we will continue to work with the USPS to find the missing items, we do have to state that the consumer did not appear to have purchased optional USPS insurance for the package as recommended on our website (http://www.textbookrush.com/help/faq/buyback-faq.aspx). Without the USPS insurance we can only wait to hear back from the USPS MRC.

Consumer Response: I used the shipping provided by the company. I don't have my books, if they have received my package then they have my books. End of story. It is unjust to be careless with the packaging upon opening. It is also unjust to treat customers in this manner. I sent my books and I refuse to accept that I am out of my books and out of my money. I refuse the give up until this matter is appropriately resolved. I've given them a description of the box I shipped the books in. If "someone opened my box refilled my box neatly packaged it back up and sent it" would it then still be in the same box? Check the boxes again. My books were in a ****** **** box. The label on the box is red. Check again because you have my books. I will not roll over on this. I sent my books I know you've received them SEND MY CHECK OR SEND ME BACK MY BOOKS, not the pamphlets. I sent books, I expect books or a check in return.

2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Textbook Rush quoted me $33.52 for 3 books. I checked over each book before sending it into their warehouse. All 3 books were in good enough condition to be sold. Textbook Rush emailed me after receiving my books stating that they were going to send me a check for only $4.27. I emailed them back asking why that was, and they replied stating that my most expensive book had water damage. I asked for them to ship my book back and they refused. Whether it's their policy or not, their practices are nothing shy of theft. I originally thought it was just me until I searched the reviews for this company. I honestly feel that this company is coining books as water damaged, refusing payments, and still selling the books they claim as damaged. I've noticed in previous complaints that this company will actually send back the books that they supposedly cannot store in their warehouse because of how quickly mold spores spread with any slight amount of water damage. My question is if you are so worried about this issue than why do you keep the books long enough to even be able to return the books? If that were the case then why wouldn't you immediately throw them out?

Desired Settlement: I would like my original quoted payment, or just simply return the book that I sent. I would also like for this company to be more considerate of their customers.

Business Response: We appreciate the customer's thoughtful response to this issue.  I have personally inspected the book she sent to us, and then reviewed it with our Warehouse Operations Manager. We have determined that the book does meet our minimum standards for processing, and we have changed the status of her Buyback and payment will be issued by check.We undergo a constant review of what used items we consider to be acceptable for purchase through our Buyback program. At the forefront of these reviews is our desire to stock the highest quality of used goods available to be made available for sale. While many books are received in clearly unacceptable condition - despite our posted guidelines of what we accept - there are others that are not as easy to judge. The consumer's book was one of these. There was some staining and warped pages, but they were no longer tangibly wet, and the text was not obscured. There was some writing in the book, but again, none of the text was obscured. This is why we overruled the original evaluation of the book and issued payment.  Additionally, this specific book is being used as a review tool for our processing team to make sure that we consistently apply our posted guidelines.  The consumer also addressed other complaints she has seen online. We know that the desire to issue a complaint or review after a negative experience is greater than the impetus to do so after a positive experience, because the positive experience is the expected outcome. However, we have processed hundreds of thousands of items through our Buyback process this Winter season, and the overall complaint response has been very small. Regardless, we treat every complaint as a serious and concerning issue, and provide each one the attention it deserves. Lastly, the consumer asked about our storage process for liquid-damaged books.  We have a large warehouse with several sections.  The Buyback processing area is separate from our "stacks" where books are stored. Buybacks that have been rejected are stored in the Buyback area away from our sales inventory.We hope that the consumer finds this to be a reasonable resolution and response to her concerns.

2/9/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold two books back to TextBookRush in identical condition for a promised price of $15.00 each. I received an e-mail that only one would be purchased because the other had stained pages on it. I e-mailed and said I would like the unpurchased book returned. I was informed this was not their policy and the book was not purchased because of water damage. This is never clearly indicated during the buyback process. These books were in the exact same condition (part of a series) and appeared brand new on all accounts. The original rejection of stained pages had changed to water damage.When I spoke with a manager (*****) to get my book back and told him that it appeared there were a lot of claims with BBB where books were "falsely" kept as having water damage, he responded that for the 1000's of books we process, 25 complaints is not too bad.I feel this company is basically "stealing" books and not fairly compensating the people who are sending them in. I would like MY book return so I can sell it to another more reputable vendor like ********, ****** or ******, all of whom I've never had any problems with. Alternatively, I would like the $15 I was promised. I feel this is very fraudelent activity that this company is doing.

Desired Settlement: I would like the $15 due me or MY brand new book returned at their expense.

Business Response: I have the consumer's book, and it does have  a stain on the bottom of the book that continues for the last 40 or so pages. We use the terms "water damage" and "stained pages" interchangeably, but this is a dark stain similar to coffee or cola. We are unable to purchase items that we would not feel comfortable selling on to other consumers, so this book was rejected. As requested, we are returning the item to the customer in the same condition we received it, and at our expense. We believe that our Policies and Terms and Conditions for Buybacks are clearly laid-out on our site: http://www.textbookrush.com/help/faq/buyback-faq.aspx

Consumer Response: I did receive the book back from the company and there is absolutely  no stain or water damage on the book.  I still feel the company is misrepresenting themselves.   Thank you for your help.

2/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a book from the website TextbookRush.com for my college course. The book I ordered was the Calculus, Hybrid (with Enhanced WebAssign Homework and EBook LOE Printed Access Card for Multi Term Math and Science). After receiving the book I noticed that it did not come with the Webassign Printed Access card as it stated in the advertisement. I contacted the company to see if I could send the textbook back to them and receive a refund and they stated that they could not guarantee that any access code will be included in the purchase. They directed me to their policy that says CDs, access codes, and other supplements may not be included with used books. But, I dont understand how they can advertise to their customers and charge their customers for something that they are not including when they state that they are. The policy states that access codes may not be included with every book. But, the advertisement clearly stated to the customer that they were paying for the access code with the book. Upon purchasing the item I read the advertisement to make sure it included the Access card and it did according to the title. But after receiving it they say that they cannot guarantee it. How can they advertise and sell me a product and not send it to me. I ask the company to issue me refund for the book and I would send the book back to them. They said that they could not offer me a refund and that they didnt have anything that they could do for me today. The company then tried to tell me that the title of the book was Calculus, Hybrid (with Enhanced WebAssign Homework and EBook LOE Printed Access Card for Multi Term Math and Science). But this is also false information. The Title of the book is Calculus, Hybrid edition 10e by Ron Larson. I hope that TextbookRush will not be able to continue falsely advertising books to colleges students that they do not intend to send them.

Desired Settlement: I would like to see the company issue me a full refund after I return the book to them via mail for the full refund of my $103.00 that I paid for the falsely advertised book.

Business Response: As a courtesy, we had already issued the refund prior to receiving the notification from the BBB. The consumer used PayPal as their method of payment, and they should see the refund or the pending transaction on their account with PayPal. The issue stems from the confusion of the title of the book versus an advertisement. We do not have advertisements for books. On our website we do list the full and complete title of the books as they were registered with the US Library of Congress. The title of this book is:Calculus, Hybrid (with Enhanced WebAssign Homework and EBook LOE Printed Access Card for Multi Term Math and Science)The portion within the parentheses is part of the actual title. It is not a description we have added. We did list the item as used, in Very Good condition. However, the title of a book and the corresponding ISBN does not change between a used and a new book. The consumer has asked for a refund, and it has already been issued. We feel that the issue is resolved.

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.





















Consumer Response: The conflict was resolved and the company sent me a full refund for the item. Thanks for all your help!

2/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I shipped three textbooks to this company, two of which were brand new. I was quoted $63.68 for my books. My books were packaged very securely. I received an email notifying me that my books had been received, but they were water damaged and I would not be receiving payment for them. One of the books I sent had some ruffled pages, so I could understand some question on that book. The other two books I sent were "brand new." One book was used for an 8-week course, the other book had never been opened and had been stored safely. I am very dissapointed in my experience with this company. Their FAQ says damaged books will not be purchased or sent back to the seller, they will be recycled. I would like proof that my books were damaged upon receiving them.

Desired Settlement: If I am not going to receive the $63.68 I was initially quoted, I would like to have my books mailed back to me.

Business Response: The consumer sent us in three items. One was purchased as requested. The other two were rejected due to water damage (with the consumer acknowledging that one book may have been outside our standards). Both rejected books are in transit back to the customer as a courtesy. We can provide the customer with the tracking information if they contact us directly.


1/31/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Product ISBN on site not the same as the item shipped; was told the following by ********: Here at TextbookRush we guarantee the international edition (IE) to be identical to the US edition in content. All page numbers and problem sets will correspond. In most cases the primary difference is in the binding. IE's are usually softcover, whereas most US editions are hardcover. Also, the IE usually has a different cover image than the US edition. While most IE's come with the same supplements as the US edition, some do not. If you need the supplemental material, you might want to consider a brand new US Student Edition.The IE originally came with a different ISBN, but it is sold in the United States under the US ISBN. This makes searching for these additions easier for our US students who would otherwise have a hard time finding these items. In very rare cases the IE may have slightly different end-of-chapter material (e.g., cases studies). Such differences should be indicated clearly in our listings. We think you will be very satisfied with your purchase of an IE. They are a great way to save money on textbooks.I feel this to be a misrepresentation of the product, as the ISBN I purchased is for the American edition, and the company refuses to supply it, demanding I return the product, at which point they will process a refund.

Desired Settlement: Due to the intentional transfer of the wrong edition of the book, I would like a full refund of the book and shipping fees, and feel that I should not be required to return the book as the product I ordered was never sent, and the book the seller intentionally sent was never purchased. As well, I want an investigation into the selling practices of TextBookRush.com, and for them to stop selling International Editions under US ISBNs.

Business Response: This customer did not order a book directly from us, but purchased through a 3rd party website where we list our books. The website experience that the customer feels was inaccurate or misleading was not something that we had any control over. What we do have control over are the specific details listed for the book that the consumer ended-up purchasing.  Had the customer clicked the "More details" hyperlink on the item they would see the information we provided for this specific book: Description: New. International, Softcover Edition. International edition. Softcover. Same contents as US edition. Ships SAME or NEXT business day. We Ship to APO/FPO addr. Choose EXPEDITED shipping, receive in 3-6 business days (most US addresses) See our member profile for customer support contact info. That is the part of the process that we had the ability to control on the website the consumer used to place their order. We clearly identified the book that was being offered for sale was the International Edition. Please note that on this specific book we listed twice it was the "International" edition. The customer has let us know he is displeased with the item, and we have provided return instructions for a full refund.  The customer's remaining frustration with the website experience would need to be directed to the company who's website he used to place the order. If the customer needs the contact information for the company he used to place the order they can call or email us, or check their credit card statement.

Consumer Response: The website that I purchased the book from, HalfPricedBooks or HPB, does not dictate what ISBN a seller uses as far as I know; no communication that I have received from HPB or from  this business has stated that they were forced to use the US ISBN instead of the correct international ISBN. Thus, they sold the book under the wrong ISBN (regardless of the description!), and still have not addressed this issue in their response. This would be akin to selling an 'offbrand' razor under the brand-name UPC, and then claiming that this was so the consumer could better locate the off-brand product that matched the brand-name product.

Business Response: If the customer wishes to return the item for a complete refund, he just needs to contact us via our website. Otherwise, the customer's frustration with the ordering process would be much better served contacting the  correct company. We do not manage/own the website he used to place the order, and as such, this BBB complaint is misdirected.

Consumer Response: While textbookrush does not maintain HPB, their listings on HPB are their own. HPB only has as much information as TextBookRush provides, and TextBookRush apparently provided an incorrect ISBN. As far as resolutions; the resolution I require to be satisfied has been included in this complaint, please do reference it.
































1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently mailed in a buyback, that has a buy back number of *******. According to their site the buyback has been voided it was shipped on 01/02/2014 the buyback orginated on 12/31/2013. This buyback is still in transit why has the buyback been voided and it has been over 15 day scence it has been shipped how has it not been recieved yet. I have sent 2 emails to customer service and have not got a reply either time.

Desired Settlement: I would like to recieve my agreed upon buyback amount of 137.81 in the form i requested which is check.

Business Response: The consumer's Buyback was voided when we did not receive it within 20 days of the BB being created. The customer used our USPS Media Mail Label, and the tracking for that label has this as the last update:

January 7, 2014

Depart USPS Sort Facility

CINCINNATI, OH 45235 


There has been no update on their package since January 7th.  After this much time, we would consider that the item has been lost by the USPS.

Our website has the below information on our Buyback FAQ page regarding shipping methods:
http://www.textbookrush.com/help/faq/buyback-faq.aspx
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 will provide the tracking number to our USPS Rep and ask for assistance with this package. However, our experience is that items are rarely found, and we suggest that the customer contact the USPS to file a claim for the lost item if they did purchase the suggested insurance.

If this package is received by us at a later date we will honor the quoted Buyback.




Consumer Response: I sent this by what label came up when i created the buyback and now im not going to honored what was qupted because it was lost by USPS this is not right i should still recieve the quoted amount it is not my fault your company doesnt use a reliable shipping method and no recomendation to puschase insurence on the package was metioned i have contacted USPS and they informed me it was awaiting pick at the colombus post office i called customer service and informed them of this and still nothing. I want what i was quoted.































Business Response: The customer will be paid the quoted amount when and if the books are delivered to us in the condition that the consumer quoted. However, the books are in the hands of the United States Postal Service at this time.   Unfortunately, we are not allowed to post consumer-specific information via the BBB portal, but the USPS Tracking information shoes that the last update was on January 7th and that the item was in Cincinnati OH (150 miles away).  There has not been any update in the past 2 weeks from the USPS, but we have again asked our USPS Rep to intervene. She was able to get a similarly delayed item delivered earlier this week, so we are hopeful that this may assist. The customer is mistaken about the information provided on our website. The recommendation to purchase insurance is listed here: http://www.textbookrush.com/help/faq/buyback-faq.aspx

Consumer Response: OK so your basically saying screw you your out the amount of money the books were worth and we dont care. Your recomendation to purchase insurence should be stated when going through the steps for the buy back not in buy back FAQs. 

































1/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sold them a book from their web site used book program. Sent it in, took them a week and a half to resond. When they did, said book has water damage, no value. Scary part is they have no option to return it to me, even if I pay the cost of the return.I used the book for one semester of school, it had normal wear and tear. No offer of reduced amount, or even service fee, plus shipping charge to return to me which I would gladly pay. They have my book, either give me money for it, or give me my book back.

Desired Settlement: I will pay shipping and handling charge, I want my book back.

Business Response: The book unfortunately did not meet our purchasing standards, but as a courtesy, it is being returned.  The item is in transit as of yesterday, 1-15-2014. The consumer contacted us last night after our business hours, and we will reply to him today directly with the tracking information on his return shipment.

1/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented a book from TextbookRush.com. I chose this site because I cannot use previous or international editions in this class, and every other rental site had both US and international editions listed for rent, and of these, TextbookRush had the cheapest price for the US edition. I thoroughly reviewed the site and rental invoice to make sure I was renting the US edition. The book that arrived was the international edition. The included receipt stated Intl. edition (unlike my emailed receipt and original invoice). I emailed customer service that I rented the US edition and asked that they send me the correct book. They emailed back "Since you have placed a rental order, we are able to send you any version of the book." They are not sending me the correct book and are making me pay to return this book. Since their own packing didn't meet their suggested standards, I also have to buy better packing materials to do this. They listed "no longer need" as the reason, not "incorrect edition." So they can charge a restocking fee, I assume. This is clearly deceptive. I do still need the book that I ordered, but they sent the wrong book. If I was allowed to use the Intl. edition, I could have bought it for less than this rental price, and there is no indication on their site that they could send any addition. Their site notes that the Supreme Court approved the sale of Intl. texts in the US, but it doesn't say anything about the rental of them, or that the SC ruled them equal and interchangeable. It also does not ensure that professors will accept them. They clearly list US and Intl. editions for sale separately on the site, but there is only one rental option and it listed the US edition only. This is clearly deceptive. I have lost time and opportunities to buy or rent less expensive US editions at other sites, I am paying shipping and handling costs, all just so I can learn their policy of substituting intl. editions without notice, which should have been listed on their site and on the rental invoice.

Desired Settlement: The company should replace this edition with the US edition shown on my rental invoice and they should cover the cost of my returning the wrong book they sent. They should also clearly list on their website and rental invoices that they may substitute international or older editions.

Business Response: We apologize for the curt response the consumer was given. The Agent should have explained that we check each International edition of a text to make sure it matches page for page the US Student Edition. An International edition from us would match the same text as the US Student Edition, but at a much lower price. The cover and the ISBN may differ, but the text is the same.  We failed to explain this to the consumer when she emailed us, and we do apologize for this.  While the book itself may be a good match for the consumer, they have asked for pre-paid return shipping. We have sent them an email to the email address that they used to place the order (not the same as the email address listed here) that contains a pre-paid return shipping label. If the consumer chooses to keep the item because it is a page-for-page match to the US version, there is nothing further they need to do. If they want to return the item for a full refund, they just need to print the label and ship the item back to us.Thank you

1/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company has a textbook buyback program that enables college students to submit their used textbooks after the end of the semester and receive a payment for the textbook. There are several companies like Textbookrush, but I choose to use them, because they had a much higher buyback rate, than there competitors. After I submitted my request to sell my textbook and send it in, I received a e-mail that stated that I had to show proof of purchase (the original receipt from the textbook) in order to receive my payment for this textbook (WHICH IS UNNECESSARY- I PURCHASED THE BOOK FROM MY SCHOOL, THEY DO NOT NEED TO KNOW THIS). They have refused repeated request to either pay me my money or send my textbook back.After doing some research on this company, I discovered that this company owns TextbookRUS.COM, which according to court documents which are all over the internet, was sued by major publishing companies, because they are selling, distributing, and making counterfeit textbooks (ILLEGAL under the U.S. Copyright Act). Major publishing companies, including ******* Edition and ****** ****, have even restricted their access to wholesale accounts in order to obtain the necessary inventory to operate their business.I believe that since this company cannot obtain textbooks, they are taking advantage of their buyback program, essentially stealing textbooks from college students. There is also a ridiculous amount of negative feedback and post online, when you search for the terms: "TextbookRush scam", "TextbookRus.com scam, con-artist, stealing, buyback scams, non-payment for textbooks, liars, thieves, crooks, criminals, counterfeit textbooks, EVEN "scamming *** rabbits".

Desired Settlement: I want my buyback applied to my PayPal account immediately OR send my textbook back to ME NOW! It is not your and you STOLE IT FROM ME!!!!!!!!

Business Response: It is an unfortunate part of our business that we occasionally deal with items that we cannot validate to the level of certainty that we need to feel comfortable with the transaction. This is one of those cases.  Some Buybacks shipped to us require an extra amount of "due diligence" in our review, and that has caused the delay with this consumer's shipment. We have concluded that these items are not something that we can purchase. They will be returned, along with their currently inbound shipments, as a courtesy.  We do not feel that it is in our or the consumer's best interests to respond to the multiple inaccurate and libelous statements that they have made.  We have had millions and millions of individual consumer transactions. It is expected that some of those have not met all of the expectations of the consumer, whether by an error on our part or theirs, or simply an unreasonable expectation. However, we have strived to respond directly to each consumer in a timely and respectable manner. This has allowed us to maintain our A+ Rating with the Central Ohio Better Business Bureau, and we are quite proud of that rating. In this situation, we feel that it is best for all involved if we just return the consumer's books as a courtesy and end our business relationship with them.

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, but I would like to be provided with tracking numbers for the returned textbooks. Also attached is all communication regarding my buybacks and the 4 textbooks that totals $605.03 that has NOT been paid or returned to me as of today. Included in court documentation from this companies legal issue that they refuse to respond. Possibly will not file a formal complaint with the Ohio State Attorney's General Office if they return my textbooks to me.





















Consumer Response: I have tried several times to update my complaint with the BBB but your website is not accepting complaints. It states that you have some sort of techinical difficult. I am trying to submit another complaint in regards to the company: Textbookrush.com in Colombus, Ohio. My first complaint was submitted on 12/17/13 and the complaint number is # *******. Attached is information regarding the new complaint. Please contact me regarding this matter as I have tried to contact this company, but they have not contacted me back. Thank you.
 
New Complaint Details:
 
I sent in several textbooks to this company for a buyback and they have not returned my textbooks to me. I have attempted to contact this company several times, but they have not contacted me back in regards to this. I need the following textbooks back that I sent in
 
1. International Marketing ISBN: *************
2. Accounting Principles ISBN: *************
3. Business Law Text and Summarized Case ISBN: *************
4. Managing Human Resources ISBN: *************

  

 

Business Response: The consumer is inaccurate in his depiction of the correspondence. We have had a series of back-and-forth emails with both this consumer, and his cousin, “who happens to have just passed the bar exam in the state of Texas approximately 12 months ago.” The communications from the consumer and his relatives has been insulting and demeaning, but we have replied.  His statements that we have not contacted him back are simply false.  The most recent communications to the consumer were that we were doing due diligence reviews of the items sent to us, to determine if we were able to purchase them. At the end of our review, we determined that these items were lacked the clarity of ownership that we felt necessary for us to purchase them. The items in question are in transit back to the consumer, and we feel that the issue is closed.

Consumer Response: This company is not telling the truth. Ask them to provide the actual tracking information for the textbooks!!!! They keep stating that they will send it. It has been over a month! The company is lying and I am contacting the Ohio State Attorney's Generals Office about this right now. BBB, this is not a real resolution to this issue as the company is lying- and stole 4 of my textbooks. There are MANY complaints online for MANY people about the same treatment. It is impossible to get hundreds of people together to slander this company if they were not doing anything WRONG? These people are shady!!!!!!!!!!!!!!!!!!!!!

 
 































Business Response: The books were shipped via USPS on January 3rd. They are in transit. The return shipment is a courtesy, as our terms and conditions that were agreed to when the consumer submitted the Buyback state that they will not be returned: http://www.textbookrush.com/help/policies/buyback-terms.aspx On that page is this text: 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. We consider this issue resolved as there is nothing further we can do for this customer.

Consumer Response: Textbookrush.com, I understand that you shipped the textbooks back. Thank you, that is what I wanted, but I need you to provide me with a tracking number for the items? I really hope that you sent the textbooks in the same condition that they where in. I have not yet received notification that any items has been delivered. I would like to know the status of the tracking or the tracking number itself.
































Business Response: Our shipment to ***** *** was returned this morning as “Refused”. Please see the attached image of the package. We have cut out his address to preserve the consumer’s privacy. We have gone above and beyond our stated policies for this customer. We returned the items to the address they provided as a courtesy. The items were refused without a specific reason by the carrier. The name is underlined, which usually means that the recipient address did not have anyone by that name at the location. With the many BBB complaints from this customer the initial issue may have been forgotten. Simply put, the books the consumer attempted to sell to us were not books we felt comfortable buying. We then returned them as a courtesy. That shipment was refused at the recipient’s address. If the consumer wishes to have the books returned once again, they will need to pay for the shipping and provide a viable address. They can contact us through our website for this information. The consumer has repeatedly badgered us with antagonistic and profane emails. The consumer has levied many threats against us. During all of this we have provided accurate information and returned their un-purchased items as a courtesy. We believe we have made every reasonable accommodation for this consumer, and ask that the BBB render such a judgment and close this case a such.

Consumer Response: I did not receive any package nor was it refused. It was suppose to be sent to a UPS store where they may have mistakenly refused it because you left the box number off. It is my last month using that UPS address as I have moved. It you could resend my items and ship it to    3418 ***** Hwy. 6 South Set B315 Houston, Texas 77082   as this is my new postal box which is close to my home.    This is probably where all of the confusion is and if you could resend it. And could you provide me with a tracking number. 

Business Response: We have already paid to ship the items to us initially, and then once we rejected the items we paid to ship to the EXACT address provided by the consumer with the box number. It was refused at the delivery address.  We have done every reasonable effort for this consumer. The consumer can contact us directly to arrange payment for a new return shipment. We need to hear from the customer by the end of this week or the books will be donated or recycled.

Consumer Response: When I try to call, there is no one who is available to assist with Buybacks. Therefore, I will pay and send you a prepaid shipping label for the textbooks, that is fine! How exactly do I get into contact with someone who can assist me?






























Business Response: Our customer service department can be reached via the phone number or email address on our website at this link:  http://www.textbookrush.com/help/contact-textbookrush.aspx

The hours of operation are listed as well.  Our phone lines did close about 45 minutes ago, but an email can be sent at any time.






Consumer Response: I attached a prepaid postal stamp from The United States Postal Service, which I already paid for. Please ship my item back to me and if this is resolved, I will make sure that they BBB knows that all is good. Thank you for at least attempting to resolve this issue! 





























Business Response: I wanted to make sure you were aware of some of the issues regarding this “customer”. · We believe that they are using fake names and drop-box addresses (UPS Suites, etc.) · The books they sent to us were deemed to be “substandard” quality. We use this term when we believe that the items are not legitimate publisher’s editions of texts, but possibly unauthorized editions. · Because they books were not legitimate copies, we were unable to purchase them. We have avoided publicly or privately stating that we believe the books are fake and that the “customer” is potentially engaged in criminal activity. · We shipped the books back to the address they provided at our cost, but there was no one there with the name they provided, so the package was returned. · The customer has sent us many profane and inaccurate emails, and continues to badger us now via the BBB portal. Our posted policies are that books we do not purchase will not be returned. At this point we have attempted to return them at our expense, but the item was returned due to their use of a fake name. We simply ask they contact us directly to arrange shipment back to them. Our normal “unwritten” policy is that we will return books if the customer pays shipping and handling of $3.99 per item. If the customer can do so before the end of this week, we will return them. If they do not, we will recycle the items. We believe we have been very reasonable and fair, and ask that the BBB close the case as such.  I am willing to discuss this as needed.

Business Response: To clarify, the attached label from the customer is a new request, not something they have asked us to do previously. This label does not meet the USPS Mailing Standards, and we cannot use it. There is no individual or company name, and the street address is listed twice.  It is not a valid label, and the delivery of the goods would be at risk.  Our shipping standards with our outbound carriers require us to meet their specific address requirements, regardless of the method of payment for the postage, so this is not a reasonable request from the consumer.  The United States Postal Service Address requirements can be viewed here: http://pe.usps.com/text/qsg300/Q602.htm The consumer has repeatedly failed to follow instructions and requests, and has attempted to use the BBB as leverage to circumvent our policies. We again request that the customer contact us directly by the end of the week to arrange return shipment at their expense. We ask that the BBB direct the consumer to do so, or close the case as we have made every reasonable effort to assist the consumer.

Consumer Response: Can I have a phone number or a person that I can contact directly (I purchased the label from the USPS website). Who do I talk to within your company when calling?






























Business Response: The customer has already called and I have spoken with him personally. He has been provided the needed information during the call and by a follow-up email.

Consumer Response: Yes we did talk today and I thank you very much for your help. If it is not too much to ask, could I possibly get a heads up when you ship it out or if I could receive a tracking number. I just wanted to ensure that I get my package because of all the confusion. Thanks for your help. Again, thank you and I will let you know that I received it when it comes!

































Business Response: The consumer continues to send "rejections" of the response through the BBB with requests for tracking and status. These are no longer directly related to a complaint and it is in the customer's best interest if they contact us directly. We can provide automated updates and additional tracking through our normal customer service CRM system. We ask that this complaint is closed at this time and the consumer is referred to our normal customer service CRM process via our website.

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

Additional Notes

Complaint: Company accepted my textbooks for buyback. Returned one of my books because the pages were "stained." This stain was 1/8 inch thick and approx. 1/2 inch long. It was the size of stain you would expect from one drip from a beverage. Otherwise, the book is in immaculate condition because it was never used. The stain in dispute is so small I literally never noticed it beforehand. This, in spite of the fact that they will sell (according to their site) books to people that are listed as new, despite being used (because according to their policy, "new" vs "used" has nothing to do with prior ownership). Point being, this was a hassle and a pathetic complaint on their part. If I could post a picture of the offensive "stain," I would. Their backwards thinking is unbelievable and people should be warned.

Desired Settlement: I want the company to respect their buyback policy and honor their advertising promises. They should reconsider the buyback and then I'll never have to bother with their "business" again.

Business Response: The consumer sent us a book that we rejected due to liquid damage. To the consumer, this was a “pathetic complaint” and part of our “backwards thinking”. To us, this was a paper product that had been exposed to liquid, which is the leading cause of mold growth. Mold in a book warehouse is an extreme concern for us, and is the reason why we post our policies about buying liquid damaged books on our website (http://www.textbookrush.com/help/faq/buyback-faq.aspx). The consumer admits they overlooked the stain when they sent it in to us, and we returned the book at our expense as a courtesy, even though our stated policy is that books in such condition will not be purchased or returned. The consumer asks that we “respect our buyback policy and honor our advertising promises. We feel that the consumer has been treated very fairly in this situation – to an extent above and beyond our policies – and that this complaint has no merit.

Consumer Response: In the reply link provided, the buyback policy does state that books that suffered from liquid damage or books that are badly stained will be rejected. My book did not fall under either or these categories. Admittedly, my initial complaint may have seemed brash, because I was so surprised that a stain measuring approximately one inch long by a millimeter thick (at the thickest section) would be deemed "badly stained." I understand that badly stained could count as an edge of the book or cover. I also understand liquid damage (in regard to the mold risk) to mean pages that are stuck together by a stain, wrinkled by the stain, or generally altered in texture by the stain. However, the stain which was on the book I tried to sell had none of those qualities. It did not alter the textbook's pages whatsoever, besides the very slight discoloration. I do not want this company's money. Rather, I am rejecting the response and pursuing this issue because it is a dishonest description which they offer in their section on buyback policy. To the company's credit, they did indeed send me the book back, when the policy clearly states that they will not send liquid damaged books back. Which to some, may seem admirable, but it begs the question as to "why" they sent it back. Might it be because the book was immaculate besides the stain the size of a slivered almond? Or is it because, despite the hundreds of complaints filed with the BBB about them, their service is top notch? Additionally, they offer examples (not an exhaustive list) of books that would be rejected. My book, of course, looks nothing like any of them. Perhaps that is why it was returned to me? Either way, the initial tone of the response I received from the customer support team and their overall "customer's fault, not ours at all" attitude have given me cause to pursue this. They only sent the curt email and asked me to note that their servers do not accept attachments-- so no one even cared to take a second look at the book, which is all I wanted. Their reasoning, while their prerogative, is flimsy. If I would have known that this is the way I would be communicated with, I would not have burdened them with my business to begin with.  Customer support and service has been in decline the past few years and I do not feel that this company's service acts as a foil to this trend. I simply want to add to the public's general cognizance in whatever way I can. Finally, I suppose I should acknowledge my gratitude for the return of my book--seeing as how it is not egregiously damaged I would feel it more theft than courtesy if it was taken and recycled--as their policy states. You'd think that they would make that bit more obvious as well, but as with all companies, the more detail you can cram into a FAQ section, the more likely the customer is to read it, right? I can only imagine the reaction I might receive from a customer if I were to reply in a tone such as the one I received initially--unfriendly and haughty. Attached are 1) pictures of the book stain (3 of them), 2) a copy of the initial customer service email (enclosed at the bottom of this email). 3) pictures of their rejection samples from the site (5 of them, set against a white background) and below my name on this email is the description of unacceptable books to illustrate why I was surprised to find my book classified as such. Hopefully, the pictures of the book will convey why I felt this unfair. To be clear, I do not want any of the company's money for the book, or for them to reconsider. I want what may be impossible--for them to admit that the stain is negligible (or something like it) and the tone of the initial response I received was a little much. 

Business Response: There are two issues that we see as being the gist of the customer’s complaints: 1)      The rejection of their book. 2)      The response to their inquiry on why the item was rejected   1)      The item was rejected because it has a stain that appears to have been caused by some sort of liquid damage. We completely understand the consumer’s confusion as to why such a small stain would necessitate the rejection of a book. Simply, it is because any stain which is visible to our processing team is capable of producing mold. A single mold spore can replicate itself billions of times, and spread from book to book. Mold, caused by liquid spilling onto a book, it the greatest concern for a book warehouse like ourselves. While we run the same risks of any warehouse (theft, fire, flood, etc.), we have the additional risk of mold spreading from book to book, shelf to shelf, and causing untold damage to our inventory. 2)      The response, while curt, was accurate. The customer has asked: “I want what may be impossible--for them to admit that the stain is negligible (or something like it) and the tone of the initial response I received was a little much.” We cannot agree that the stain is negligible. We hope that our explanation above better explains the point.  We do agree that the initial response was curt, but the consumer has not shared their initial email to us. That email to us – the first communication regarding the issue – contained the below lines: ·         I am extremely disappointed in your company and honestly find this exchange to be worthless. ·         This book, beyond a 1/8 inch thick and half inch long "stain" is immaculate. Why? Because it was never used! ·         I've purchased used books that look 10 times worse than this one. It's used!!! ·         I will never use this company again and I will let every student I know how petty this "violation" of textbook return was if the situation is not remedied. The email from us was not as warm and friendly as we strive for, and it has been addressed internally. To summarize, the consumer has had transactions with us before without issue. This transaction included one book that was not purchased, and was returned to the customer as a courtesy. We paid the initial shipping to us, and the return shipping. The customer was out nothing more than their time for this transaction. We acknowledge that we should have provided a more pleasant reply despite the tone of the email from the consumer, but the consumer has had no financial loss for us to address. We, however, have expended funds on a book that we feel was misquoted.  We accept that loss, and wish nothing but the best for the consumer in the future. We believe that this provides a reasonable resolution to 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. Thank you, BBB for your assistance in this matter. I feel that my satisfaction may best be expressed by the boisterous use of the word, "BOOYAH!"

1/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent my business communication book to this company and they told me a total of $87. Needless to say the book is supposedly in transit but on my account it says it is voided which is a load of bull. Why would they void a product that is in transit. To keep my book. If that was the case I would have kept my book. It is their mistake and I would like for them to handle it without me losing money again. Just send me my book back and it will be fine and by send the book back I mean you pay the shipping not me because the book has been in transit for a while. This is ridiculous. More negative than positive with this company.

Desired Settlement: I would like my book back and them pay for the shipping or my exact refund that was quoted. Not sending money to them for them to keep it and me still not receive my book.

Business Response: We believe that the consumer is confused on the status of her Buyback. The most important issue is that they sent in two items, a book and an access code. The book has been purchased and payment has been sent. That is for $84.00. Her access code was received opened, and we cannot purchase access codes that have been exposed. Her payment was issued on 12/31 in the afternoon, and this complaint appears to have been issued to the BBB earlier that same day. Most likely this issue revolves around the timing of those two events. Her Buyback was created on 12/10/2013, but was not received and processed within the 20 days we allow for a Buyback to be valid. From the tracking number on the package, it does not appear that the consumer shipped the package until 12/23/2013.  It would have been marked as “Voided” on 12/30. This would have caused the Buyback to expire, and is the cause for the customer’s concern. When the package was received, we did honor the original quote for the item we were able to purchase. The check to her is in the mail to her billing address on file. We believe that this issue has been resolved according to all of our stated policies.

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.





















12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was quoted 43$ for a book I sent to textbookrush that was in perfectly fine condition when I sent it. It was packaged carefully and I paid for shipping. Upon being received I was simply told that my book has "water damage" (which is not true) and is not worth anything. I was also told that this company does not send books back for any reason. I have researched reviews about textbookrush and this seems to be a reoccurring issue among many students selling great condition books who are told that something was wrong and they never received payment nor their book back. I will not be taken advantage of by this company. My book was in great condition and textbookrush will not be stealing it from me to re-sell to the public like they have done to many others.

Desired Settlement: I will only settle for my book being shipped back, or the money I was promised when I sent the book in.

Business Response: The book was shipped back as a courtesy on December 4th when it was processed. We paid to ship the book to and from our facility. However, the tracking on the FedEx Website shows that they were unable to make the deliver to the address  provided by the consumer.  FedEx has left a note of : "Customer not available or business closed - Please contact local Post Office to pick up or reschedule delivery".  This was a FedEx SmartPost shipment, which is handled by both the USPS and FedEx.The consumer should check their Gmail account for an email with the tracking information and they can follow-up with FedEx or their local USPS.The consumer's book was already in process as a courtesy return prior to their BBB Complaint.Thank you

12/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sold two of my textbooks to TextBookRush (buyback #*******). The day I received payment (12/9/13) I lost the check due to a frantic trip to the veterinary clinic. I searched everywhere and called the vet the next day hoping to find the check but was unsuccessful. I e-mailed the company on 12/11/13 letting them know that I lost the check and to see what steps need to be taken. I was told that I have to wait the 45 days for the check to void in order for them to send a new payment and if someone cashes the check between now and them that is between me and the authorities. After receiving this answer I called the company as I worked in banking and didn't understand why they couldn't place a stop payment on the check. I was told the same thing by the representative on the phone, and that if someone else does cash it that I must then file a police report. Overall the feeling I got from this company is that I am not going to be receiving my payment for the textbooks I sold them. These business practices just don't make any sense.

Desired Settlement: I want my refund of $159.25 taken care of before this 45 day wait period. I did my part and reported the check missing, there's no reason a stop payment can't be placed and a check reissued.

Business Response: The consumer had a check issued on 12-2-2013. The checks are mailed by regular USPS First Class Mail. Our experience is that the checks can take 3-10 days for delivery on average. The check was mailed from Pennsylvania, and was sent to the consumer in California, so it literally had to cross the country. The consumer's check was also mailed during the busiest time of the year for the USPS, and during a record breaking cold and snow storm. We have seen many delays with shipment from all carriers, including the USPS.  It is not uncommon for an item to be delayed.  The consumer has posted negative reviews on the BBB site and on Social Media regarding check that was still within our quoted delivery times. We believe that the consumer's response is simply unreasonable due to the issues listed above.Our checks are valid for 45 days. Our policy is that a check will need to be re-issued until the 45 day period has expired. This consumer can contact us back in mid-January and we will gladly re-issue the payment. We will even gladly change the payment method to PayPal so that she can be paid electronically (this was an option for her original payment as well).Lastly, the consumer has issued a concern about our referring them to their local authorities if she feels that the check has been stolen or cashed fraudulently. We are only able to check if a check has been cashed. If the consumer feels that her mail has been stolen, she should contact the USPS Postal Inspectors or her local law enforcement. This is not our policy, it is just the way the process works. We hope that this clarifies the situation.Thank you

Consumer Response:

As I stated earlier, I had RECEIVED the check and within the same day lost it due to an emergency drive to the veterinary clinic. If you'd like to know, my cat had a golf ball sized abscess on his face and I had to rush him to the vet to get it drained. I had taken the check with me in hopes to remote deposit it so I could pay for the visit (I can send the receipt if it'd please you). Somewhere between my car to the vet and home again I misplaced the check and cannot find it (called the vet, checked my car, etc…). I contacted you the following day when I couldn't find it so that a stop payment could be placed on it and the check reissued to which I was told wouldn't be possible. I find this to be HORRIBLE business practices since I worked in a bank and if someone else cashes my check then you are making the bank be responsible for those charges even though I have reported to you that the check is missing in a timely manner. Also, if it were to be cashed you are then inconveniencing me for having to make me do a police report in order to have it reissued. Not to mention you're making me wait 45 days to even get this taken care of. My birthday is in a week, Christmas in two and I now have a 213$ vet bill on top of everything else. In case you didn't notice, I sold you textbooks, because I'm a student which means I'm broke. Always. The $159.25 that I am to get for the books is desperately needed and even though it is my fault that the check is missing there is no reason that this cannot be resolved. I have never had such a problem with getting a refund, even with a check having to be remade. Please help me to help you so we can resolve this. 



Regards,

Katrina Fruhmann






























Business Response: We use an off-site processing agency to generate and process our checks for our Buyback department. The consumer has admitted that she received the check from us, but then misplaced it. We have a cost of $25 per check to stop payment.  We can issue a replacement check minus the $25 fee we will be charged for the stop-payment if the consumer agrees to such a process.  We will reduce the amount of the check that is re-issued. This is our busiest time of the year (end of the first semester, start of the second), so this process may take a week or more, with additional delays possible as it is also the busiest time of the year for the USPS.Otherwise, the consumer can wait for the 45 days and we can re-issue the payment in the full amount.The consumer can reply via this BBB portal.Thank you

Consumer Response: That's fine, take the 25$ off for the stop payment. This is the first time I've ever had a problem with a company with a misplaced check. I worked in the banking industry and even from that side I found that the customer was always being taken care of. I still disagree with your business practices and find it sad that it took me having to go to this level to get any sort of response other than "you have yo wait 45 days". Will definitely not use you guys again and will make sure that everyone I know is aware of how poorly you treat your clients. 

12/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This is a college buy back book business. I mailed them several books that were brand new and in perfect condition. They accepted the smaller books with the least amount quoted for a buy back. The main books which were quoted at the highest price they will not issue a buy back because they said they were damaged and in poor condition. The books were brand new and no wear or stain or damage but they said they recycled the books so I can not receive them back nor prove they were in good condition. One book alone was $125 that they just threw away!I did not receive refunds for a book in the amount of 125.25 as well as 39.00. They stated they will issue a refund for a book for 11.25 and 25.75. This business has had several complaints and needs to be stopped. Buyback #*******

Desired Settlement: The business needs to return the exact book I sent in or issue the refund in the amount of 164.25 as book of the items were in good condition.

Business Response: The consumer's complaint is that the books were not purchased, and were not returned. This is inaccurate. We believe that the consumer posted this complaint and a similar complaint/review on social media before she contacted us.  When she called us today she was informed that the non-purchased items are in transit to her at no charge as a courtesy. The consumer can contact us for the tracking number, but the items were processed and rejected this morning, and are being shipped back today via FedEx SmartPost (delivery will be by the USPS). Both of the items in question are being returned.We believe that our actions are above and beyond our stated policies, and that the consumer was treated more than fairly in this situation.  We ask that that the consumer reconsiders both this BBB Complaint and her Complaint on Social Media in light of the clarification provided here and on the phone this morning.If any further clarification is needed, we ask that they contact us directly via email or the phone number listed on our website.Thank you

11/14/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear BBB,We are former marketplace sellers who from the previously textbooksrus.com account of *****. We still did not receive the January seller payment so far. However, textbooksrush.com still hold and refused to give us the remaining payment of $1440.25 without reasons. We have contacted textbooksrush.com by email or mail, but nobody replied this issue. Currently the payment status still shows pending. In the previous email from textbooksrus.com at February 1, 2013, they mentioned they will be issued pending seller payments after pass two full billing cycles (We have attached the seller account detailed information and the previous email from textbooksrus.com customer representative). But nothing we received so far.

Desired Settlement: We request textbooksrush.com to process our remaining seller payment of $1440.25 through PayPal to our default payment email address of ************@yahoo.com as soon as possible. There was no regulation to hold our money.Seller Account: *****

Business Response: The individuals who have issued this complaint are not customers of ours. They are a seller who listed items on our Marketplace site for sale. Our Marketplace is a website where we connect buyers and sellers of books, much like Amazon or ebay. We found that the group associated with this account and multiple other accounts were not fulfilling the requirements of our Seller Agreements, and were in violation of multiple policies. Since this is not a consumer issue, we feel that the BBB is not the correct venue for their complaint, and ask that you re-direct them to our Marketplace Administration via seller-support@textbooksrus.com.

Consumer Response: e are former seller “*****” of Textbooksrush.com. We sell books on Textbooksrush.com, and supposed to get payment periodically from them after they first collect money from online customers. We have contacted with Textbooksrush.com frequently and repeatedly by electronic-mail or regular mail concerning their failure for making our selling payment to us. However they promise to pay first, and then refuse to pay the rest of the seller payment without a valid reason, only a vague excuse saying they are not going to pay because we have violated “multiple policies”. However, Textbooksrush.com never explained which “policies” we have violated, furthermore, there is no policy states the amount of payment should be deducted from the seller payment if “violated”. In our opinions, Textbookrush.com ‘s denial to make seller payment is no difference than robbers. Textbookrush.com should return the rest of the seller payment they owe us. In the previous email from Textbooksrus.com at February 1, 2013, they wrote they will issue the pending seller payments after pass two full billing cycles (See the past email PDF records in the attachment). We waited until now eight billing cycles have passed, there was still no payment so far. Hence, we requested textbooksrush.com to process our remaining seller payment of $1440.25 through the default payment PayPal method as soon as possible. Please BBB oversight Textbooksrush.com to make the rest seller payment of $1440.25 to our PayPal email of ******@rocketmail.com.  

Business Response: As stated in the earlier reply to the BBB, this is not a complaint from a consumer or customer of our site. This complaint is regarding a company who used our site to sell their products ro our consumers. When the business did not meet our Code of Conduct, they were banned from our site.  Any additional concerns or complaints they have are not related to a customer/business relationship, and the BBB site is not the purview for this issue. We cannot provide specific details about their transactions on this forum as they are personally identifiable, and we cannot comment on pending legal matters.

Consumer Response: According to the Textbooksrush.com marketplace seller policy: "Withholding of pending payments until issues are resolved. Payments may be withheld for up to 120 days if your account is permanently suspended. This is to make sure all pending returns, refunds, and chargebacks are addressed before payment is issued and adjustments are made to your account." Textbooksrush.com has no reason to hold my seller payment of January for their own after we sold to their customers through Textbooksrush.com. Textbooksrush.com must pay me immediately because the time already been passed more than eight months (240 days). We are former seller “*****” of Textbooksrus.com. We sell books on Textbooksrus.com, and supposed to get payment periodically from them after they first collect money from online customers. We have contacted with Textbooksrush.com frequently and repeatedly by electronic-mail or regular mail concerning their failure for making our selling payment to us. However they promise to pay first, and then refuse to pay the rest of the seller payment without a valid reason, only a vague excuse saying they are not going to pay because we have violated “multiple policies”. However, Textbooksrush.com never explained which “policies” we have violated, furthermore, there is no policy states the amount of payment should be deducted from the seller payment if “violated”. In our opinions, Textbookrush.com ‘s denial to make seller payment is no difference than robbers. Textbookrush.com should return the rest of the seller payment they owe us. In the previous email from Textbooksrus.com at February 1, 2013, they wrote they will issue the pending seller payments after pass two full billing cycles (See the past email records). We waited until now eight billing cycles have passed, there was still no payment so far. Hence, we requested textbooksrush.com to process our remaining seller payment of $1440.25 through the default payment PayPal method as soon as possible. Please BBB oversight Textbooksrush.com to make the rest seller payment of $1440.25 to our PayPal email of ******@rocketmail.com.

Business Response: This issue has been reviewed by our team, and payment will be issued this week. The payment amount the Marketplace Seller has requested is slightly different than the amount shown in our records. That information can be provided to the Marketplace Seller if they contact us at seller-support@bookstores.com to request the details.

Consumer Response: According to the last message from Textbooksrush.com on November 8, 2013, they said they will be issued the payment last week. However, we still did not receive the payment  so far. We have sent message to their email of “seller-support@bookstores.com” twice, there was nothing replied. We are former seller “*****” of Textbooksrush.com. We sell books on Textbooksrush.com, and supposed to get payment periodically from them after they first collect money from online customers. We have checked the payment history record. The rest of payment amount is $1440.25, and we have attached the payment history record from the former seller account below. As they said “The payment amount the Marketplace Seller has requested is slightly different than the amount shown in our records.” However, they did not explain what the exactly amount of the “slightly different than the amount shown in their records”. We requested textbooksrush.com to process our remaining seller payment of $1440.25 through the default payment PayPal method as soon as possible. Please BBB oversight Textbooksrush.com to make the rest seller payment of $1440.25 to our PayPal email of ******@rocketmail.com.

Business Response: The amount due for  the seller is $1,402.04. The $1,440.25 number the seller has used does not include a customer service refund which they had disputed.  The refund is due to customer case *******. The amount due has been garnished out of the 1/16-1/31 cycle. We will pay him the $1,402.04.

Consumer Response: According to the message from Textbooksrush.com on November 8, 2013, they said they will be issued the payment last week. However, we still did not receive the payment so far. When Textbooksrush.com make the payment to our PayPal email of ******@rocketmail.com? We have checked the payment history record. The rest of payment amount is $1440.25, and we have attached the payment history record from the former seller account below. We did not agree the dispute charge of the case *******, because the buyer requested return to Textbooksrus.com over than two months after he received the item. The buyer requested refund on February 27, 2013 while he received the order at December 24, 2012. According to Textbooksrush.com marketplace return policy, the default return period is fourteen days of the receiving date: “All marketplace sellers are required to accept returns for up to 14 days from delivery. Additional return periods beyond the initial 14 days are at the sole discretion of each seller. TextbookRush strongly recommends that all buyers read a seller’s return policy when deciding whether to purchase a book.” We have emailed Textbooksrus.com multiple times regarding to this issue, but nothing helped. Therefore, Textbooksrush.com must to responsible this late dispute charge. We requested textbooksrush.com to process our remaining seller payment of $1440.25 through the default payment PayPal method as soon as possible. Please BBB oversight Textbooksrush.com to make the rest seller payment of $1440.25 to our PayPal email of ******@rocketmail.com. Payment history Billing Period Status Amount 1/16/2013 - 1/31/2013 Pending $746.00 http://www.textbooksrus.com/customer/mkt/payments/viewcycle.aspx?id=339990 1/1/2013 - 1/15/2013 Pending $694.25 http://www.textbooksrus.com/customer/mkt/payments/viewcycle.aspx?id=333737 Seller Account: ***** http://www.textbookrush.com/mkt/viewfeedback.aspx?sid=5562 Sincerely ***** November 12, 2013

Business Response: Payment of $1,402.04 was issued via Paypal on Friday, November 08, 2013 to the Paypal account ************@yahoo.com as designated by the seller since account creation in 2012.  The seller has received multiple payments at this Paypal account. The seller's quote of $1440.25 is incorrect because it doesn't account for the refund of ($38.21) on order# ******* that resulted from the seller's failure to respond to multiple inquiries from the buyer and TextbookRush regarding this order. The payment has been made according to all of the terms and conditions agreed to by the seller. We believe that this issue has been reasonably resolved.

Consumer Response: The payment of $1402.04 was arrived in the afternoon of today, November 13, 2013 to our PayPal account; it was not issued at November 8, 2013. Refer the payment history, Textbooksrush.com still own our $38.21. We did not agree the dispute charge $38.21 of the order #******* (Case *******) since it already passed the return period of the Textbooksrush.com marketplace return policy. As we mentioned last time, the buyer of the order #******* requested refund on February 27, 2013 while he received this order at December 24, 2012. According to Textbooksrush.com marketplace return policy, the default return period is fourteen days of the receiving date: “All marketplace sellers are required to accept returns for up to 14 days from delivery. Additional return periods beyond the initial 14 days are at the sole discretion of each seller. TextbookRush strongly recommends that all buyers read a seller’s return policy when deciding whether to purchase a book.” We have emailed Textbooksrus.com multiple times regarding to this issue, but nothing helped. Therefore, Textbooksrush.com obviously must to responsible this late dispute charge. We requested textbooksrush.com to process our last remaining seller payment of $38.21 through the default payment PayPal method as soon as possible. Please BBB oversight Textbooksrush.com to make the rest seller payment of $38.21 to our PayPal email of ************@yahoo.com. 

Business Response: The remaining amount is in regards to an order that ***** accepted on our website. The end-user/consumer had an issue regarding the order. We contacted the seller ***** on 2/21/2013 and instructed the seller to reply within the standard 48 hour timeframe. The seller ***** failed to respond.  We contacted the seller again on 2/25/2013 and instructed the seller to reply within the standard 48 hour timeframe. Again, the seller failed to respond.   Since the seller ***** failed to fill the order to the customer's satisfaction and then failed to respond to the buyer and to TextbookRush within the allotted timeframe to resolve the dispute, TextbookRush resolved the dispute as we saw fit. Our Marketplace Seller Policy and Agreement clearly states that "TextbookRush reserves the right to make final decisions regarding disputes for all orders that occur on the marketplace."  This includes refunding orders as necessary.  The seller was given a fair opportunity to dispute the buyer's claim and failed to do so in a timely fashion. Payment of $38.21 for order # ******* is denied. Our policies are available on our website if any review is desired.

10/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their website gave me a quote to buy a new access card with an unused access code. I even emailed them with pictures to confirm that they would buy back my product. I sent the product and then they told me that my product was no good. My access card was a little bent but the access code has never been used; it was completely sealed. Now I want them to send it back to me since they are not going to buy it back but they do not want to.

Desired Settlement: I want my product back or the quote they promise me since my product was never opened.

Business Response: The consumer did email us on 9/17 regarding selling his access card to us. Our response is quoted below: “Hello, As long as the access code card is received unopened and unrevealed, the item can be accepted. We are not able to accept photos, so we are not able to view the photos attached.” The item we received had the access code card opened and the code was exposed. We have no method of testing the validity of a publisher’s access code that would not render the code invalid. This is why we responded as above. We did not receive a code that was “completely sealed” as the consumer described. The consumer also failed to mention our reply regarding photos, or our response to him explaining access code purchases. Our policies stated online at http://www.textbookrush.com/help/faq/buyback-faq.aspx explain that we will not return items we do not purchase (as we have already paid the shipping costs to us for the item). In this case, we will send the code back as a courtesy to the consumer, and we believe that this resolves 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. 





















9/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 26th I mailed a Textbook off to the company for a buyback,was issued a Fedex pre-paid mailing label and shipped the book off. I received confirmation e-mails that the textbook had been received and a check in the amount of $121.00 had been mailed. 2 weeks after receiving the e-mail that the book was in satisfactory condition and payment had been mailed I still have not received payment for the textbook which when I bought it cost me 300 dollars brand new 2 months ago when I bought it. I have called the company and sent several e-mails and have not received any form of reply from them. In my opinion this is theft plain and simple. I sent them a book that they said was in good condition and told me that a check had been issued.I have not received anything at all from the company to date.

Desired Settlement: I want the payment for my textbook that I sent to them which according to their e-mails and their website the value is $121.00

Business Response: The email address that the consumer provided has a Buyback from 2012, but nothing recent. We can provide specific information if the consumer can provide the Buyback number for the recent transaction. In general, our Buyback checks are mailed from our bank to the billing address the consumer entered on their account. They are sent via regular USPS mail. Our checks are valid for 45 days, and if the consumer has not received the check after 45 days we can re-issue payment to a new address or via PayPal.  We encourage the consumer to contact us with the Buyback number for additional assistance.

9/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a book from them and paid 52.47 and it was the wrong book that was sent. I have emailed them and they will not respond back to my email. Also the login that I used is also not working to let me into the account. I ordered this book for my son ******** ********** to be delivered to ******** ****** Apt G1, Union sc, in college. I have never seen a place where they dont have customer service phone lines to reach a actual person.

Desired Settlement: I would like my money back or the correct book.

Business Response: When the consumer created their account with us they made an error in spelling their email address.  Their account was created with two “o’s in their last name. If the consumer logs on using the email address with two “o”s they shouldn’t have any issue logging on. This is also why the consumer likely did not receive order confirmation emails or shipment confirmation emails. Also, on her account her last name was spelled without the “n” on the end.  These issues may have added to the difficulty in the consumer logging into her account. The consumer has already created a 2nd account with us that has the correct email address, so we cannot fix the error on the account that has the order.   On those emails they would have been able to review the item selected on their order (#1*******).  The item on their order was listed as the “Softcover, International” edition of the text.  These are a lower cost version of the US Student Edition with the same content. If this was not what the consumer received, she can logon to her account (mis-spelled email address account) and create a return RMA. Or she can send us an email from our Contact Us page.   Please reference the order number, ********, since the contact information and email address will not match.

Consumer Response: I however did create another account this morning hoping to contact them again. I have also emailed them several times and have not got an responds back. I have also gave them my email address to contact me before I made this second account. I really need them to contact me on what to do because I have tried to login with my last name with 2"o" and without the n in my last name and it does not work.

































Business Response: We received an email from the consumer this afternoon at 3:49 PM, and responded at 4:52 PM with complete return instructions for the book the consumer no longer wants. This was our first email contact that was correctly sent/received, and was answered promptly. The consumer now has all of the information to return the item, and we believe that this closes the issue.Thank youl

9/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 2 books for my daughter for school on August 20, 2013. I paid extra for 2 day delivery as she needed them for class. She never did receive them. To this date - September 16, 2013 - the FedEx Tracking still shows it being in Ohio from August 20, 2013 and never going anywhere. Tracking # ************ (FedEx 2 Day). My ORDER #******** placed on August 20, 2013 for $75.83. I have emailed this company numerous times and only received ONE email saying they would look into it. Never heard from them again. The phone number they have is just a recording, you will never talk with a human being. I have emailed them repeatedly requesting they send me my refund and have NEVER heard back from again. Since my daughter needed these books. I purchased them from Amazon and she received them within a few days. This TEXTBOOKRUSH company needs to shut down and removed the internet. They are cheaters and scammers...providing nothing but gladly taking your money!

Desired Settlement: They owe me $75.83

Business Response: We’d like to clarify the situation the customer has discussed. She placed an order with us, but the address given appears to have been incorrect. The address verification tool provided online by the USPS shows that her address should have been listed with the “W” for West before the street name. This may have been the problem with FedEx’s inability to deliver the package. Regardless of the cause, we have refunded the consumer today. The customer sent us over 150 emails on this issue.  However, those emails were ALL sent to us on 9/16/2013 - yesterday. The same email was sent to us over and over and over again, dozens and dozens of times. We do not know if this was a technical problem on the customer’s side, on our side, or something done purposely. Once we reviewed the emailed concern we issued a refund and replied to the consumer. We only replied once – not 150+ times. Our reply was within 24 hours of receiving the deluge of emails. The reply explained that the refund had been given. Our phone number is listed on our website at http://www.textbookrush.com/help/contact-textbookrush.aspx. Our Contact Center is open for calls from 9:00 AM to 5:00 PM EST. We believe that the refund resolves the issue with the consumer, but we wanted to address the additional issues provided in the complaint.

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. I have received an email from Paypal stating that the money has been refunded. It's sad I had to go to this level to receive a refund for their error of non-shipment. In response to the rude reply from the company:The address given is correct. I have ordered many books elsewhere and had them shipped to this address with zero problems. Their package never left Ohio, as the tracking number proves, still showing the package to be in Ohio. I have attached the FedEx Tracking information proving this. I contacted them via email twice, August 27th and September 4th. Attached are my emails to them.The company replied once, August 31st, telling me to wait. Attached companies one and only email response to me. I did not email over 150 times. I did email them 50 times, and I know this because I actually counted. I felt this was necessary to get their attention and respond to me. Again, it's sad that a customer has to go to extremes to get an answer. And, I called their phone number numerous times and every time it went straight into a recording. No human. No opportunity to even leave a message.  Thank you so much for your time, I do appreciate it.

9/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a textbook from this retailer. I expected the order did not go through, so I resubmitted. In the end, my account was charged twice. I requested a refund of one order from the retailer and the textbookrush main site. I received one email from the retailer, and no other contact.Even though the money was withdrawn, no sign of my order is on the site, nor confirmation that the product has shipped.

Desired Settlement: I would like the textbook sent to me, and one of the orders refunded.

Business Response: We believe that their may be some confusion on the credit card authorization and the follow-up credit card charge related to the order. We do not have two charges. We have one order for one book with one charge, and the tracking number shows on the USPS site that this item was delivered on August 31st. When the order was placed, we issued a pre-authorization against the consumer’s credit card for the amount of the order (which is actually $19.83). A pre-authorization is not a charge, and no funds were issued to us. The following day, August 25th, we did submit a charge for the same amount once the item shipped. A pre-authorization is a hold placed by the bank to make sure the funds remain available when the item ships. They expire in a few business days, but each bank is different, and the consumer should contact the bank for more information. To recap, we only have one order on this consumer’s account, #*******. We only have one charge for $19.91 for that single order. We show that this item was delivered on August 31st. If there are other orders or additional information the consume can provide, we would be happy to review it.

9/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a book for my daughter's college course originally August 6th. The amount for the book was taken from my checking account. A week before her class was to begin the book had not come. I called the company using the phone number on their website. At this time they informed me that the book had not been shipped. At no point had I received any information from them e-mail or otherwise of this matter. I naively reordered using this company again. A few hours later I received an email that the order had been cancelled. So immediately I called the number again and reordered it for a third time. Seconds later I received another e-mail stating I had received the cancellation e-mail by mistake. Now I had two books! They did cancel one of the orders and I thought everything was to be taken care of. I called three days later to get a tracking number. The rep said they had no contact with the warehouse from where the book is shipped. They said they would email me the tracking information. It never came. I have yet to see the book. The status on my order form claimed to be in step 4 of 4. This morning it was in step 3 of 4. My daughters class started and she is a week behind. For the past five days I have sent numerous e-mails to this company with no response. I have also called the number I had used previously and it goes directly to a voice-mail with no option to speak with a representative as it had before. I have emailed their requested "help" centers, but not offered any help. I have now sent two e-mails requesting a cancellation of the order and a refund of the amount charged to my checking account. I will be purchasing the book elsewhere.

Desired Settlement: I have not received their product and would like a full refund immediately.

Business Response: We show that the consumer was refunded on this order when they contacted us directly. There were two refunds (one for the shipping charges and one for the item). They were issued as shown below:8/21/2013 - Shipping charge of $6.78 refunded8/29/2013 - Item charge of $87.22 refundedWe show that we have already refunded the order in full, not just the requested item amount. The consumer can check with their bank to see if the transactions are listed as "pending transactions", and then follow up with their banking institution on the expected timing that the refund will be added to the account.  If the consumer has a different order number or transaction in question, we ask that they contact us directly to resolve the issue.

9/17/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Only received 3 of 4 books ordered. No response after several emails. No phone number offered for customer service. Phone number listed on BBB website is for a different textbook seller.

Desired Settlement: Refund charge for book never received.

Business Response: We have no records of contact from the consumer prior to this BBB complaint on 8/29/ On 8/30 the consumer contacted us, and we contacted the Marketplace seller on her behalf. The seller has responded, and the seller, as well as TextbookRush, are waiting on a reply from the consumer.  Please note that the email address the consumer provided to us to CC them on the email does not match the email address used on this complaint or on the order. This issue can be resolved quickly after the consumer replies to the marketplace seller's email (Posted: 8/31/2013 9:49:05 AM).  Again, the issue is/has been awaiting the consumer's response to the seller. Due to our Marketplace policies, we cannot take action until the consumer responds. If the consumer does not have access to the other email address they provided, they can contact us via our website and refer to this issue (order #********) for assistance.

9/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently sent two textbooks to textsbookrush.com as a part of their buybuck program. Having used the program before and having a positive experience, I was confident that i would have another good experience. I placed two books from my English class and sent them back on Tuesday, August 27, 2013 packaged in Buyback order number *******. I requested to be paid via PayPal as my previous buyback. Textbooksrush.com received my books on August 29, 2013 and issued my refund, however the refund was in the form of a store credit, not a Paypal payment which I requested. I sent customer service an e-mail informing them of the error and that I had no use for a store credit and was informed that once a credit had been issued they would be unable to change the payment method. This would not be a problem if I requested a store credit, however I specifically requested to be paid via Paypal, because I have no intentions of buying my books used.

Desired Settlement: I just would like to refund credit returned to me via Paypal and not in store credit form. I hope to be able to resolve this issue as I do like using their service nd have recommended them to other people who may find their service valuable.

Business Response: Our policies are clearly stated online regarding our Buyback payment options. However, as a courtesy, we are issuing the payment via PayPal as the consumer has now requested. The consumer should be aware that we offer a 5% premium for Store Credit payments (stated online), and as such, the PayPay payment is 5% less than the Store Credit amount.

9/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Using Textbookrush I made an order for a textbook that was advertised to have a very important access code. I received the book with out the access code and I am out $112 for a book i could have bought for $20. I tried to call the company, but they didn't have a phone number. Then i sent numerous emails to both the company and the original seller. On the website it promises that emails be responded to within one business day, its been four days and i still have no reply. I received the wrong product and not one is responding.

Desired Settlement: I need a refund of my money because what i bought was not the product that was advertised on there website.

Business Response: The book’s title, as registered with the Library of Congress and listed by that ISBN ***********), contains the phrase “Connect Plus Access Card”. We are unable to change the titles of books that we list. We believe that the consumer is mistaking the title of the book for a description of an individual used copy of the book.  We did not list this individual copy of the book as having any of the supplemental materials.  The item was purchased was a “Used, Good Condition” textbook. It was listed as such at the time of the purchase. Our website states clearly that used books may not contain the supplemental materials. Here is the link to our policies where this is addressed: http://www.textbookrush.com/help/condition-edition.aspx . The consumer’s concern was addressed with the Marketplace seller who sold him the book via email on Aug 29, 2013, at 2:44 PM.  If the consumer wishes to return the book, the seller will provide instructions. We apologize for the delay in response, but this is our busiest week of the year, and we have seen many consumers send multiple emails on the same issue, such as the 6 that we have received on this issue so far. That has caused us some delays.

Consumer Response: The textbook I received showed that it was bought from amazon for $70 and shipped to sight unseen by the seller. Some books were clearly labeled as having no access code, the book I bought clearly showed that it did and that is why I paid so much money for it, $112. I could have bought the book without access code for $30-$40.  
































Business Response: As stated in our earlier reply: "If the consumer wishes to return the book, the seller will provide instructions."To further assist, the consumer can contact us for information on how to return the item. Please refer to Order# ********. Our policy states that the marketplace seller is entitled to charge up to a 15% re-stocking fee for returns, but in this case we will have the consumer return the item to us for a complete refund. We need to be contacted (via our website) within the next 14 days for this offer to be valid. By allowing the return directly to us, and not to the marketplace seller who made the sale, we believe we are offering the consumer a full and complete resolution to the issue. They will have no funds outstanding for their transaction.  This is a courtesy, as the item was correctly listed and shipped.

9/15/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a book (Leadership research findings, practice and skills isbn ********2x 7th edition.) what i got was a totally different book which our teachers won't let us use, so it is useless to me. They avertised the book i wanted and then sent me another..The International version which i don't need...i just want the correct book or my money back.

Desired Settlement: I just want the book as avertised or my money back.

Business Response: The consumer purchased the book from one of our marketplace sellers. At the time of the sale, we captured the “Details” of the book listing provided to the consumer. They were: Edition: 7; New; 7 This is an International Edition, newly in shrink wrap, All books are in stock, Carefully wrap with 2 side bubble envelope in the package for better protection, Ship within 24-36 hours, Delivery within 3-5 business days, We do ship to North America, Europe, Japan, China, Australia, and New Zealand, Dispatch via Fedex, UPS, DHL, and TNT global express, Items may be shipped from New Jersey, New York, Thailand, or Singapore depends upon availability, Feel free to ask any question The book was clearly listed as an International Edition, which was what was shipped. International Editions have the same content as the US Student Edition at a significantly lower price. However, if the consumer does not wish to keep the item, he can contact us for return instructions.   We do not show any contact from this consumer regarding this order, but he does appear to have used an invalid email address when creating his account.  The consumer can contact us for return instructions if he wishes.   He can send us an email through our website.

9/8/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered two books from Textbookrush.com this month (August 2013) equaling $107.76 and failed to ever receive the textbooks. Upon realizing this, I immediately tried to contact textbook rush. The only contact information I could find was an email address. The phone number that was present only allowed you the option of leaving a voice message which I found a little strange. Every other company has a phone number where you are able to talk to an actual representative. I sent an email right away and they did answer promptly. The problem was that I could not respond directly to the person who emailed me, which I again found strange, and so had to send another email with my response through the help email I had found. I received another email, from a different person, that sent me the exact same email that the other representative had sent me. This continued for over 4 emails. After my 3rd email out of these four, my emails were simply ignored. I find it ridiculous that I can not talk to one person directly in order to resolve this problem. My classes have started and I need those textbooks. They cost me a lot of money and I feel that the customer service is almost non-existent. I would like my money refunded to me for the textbooks.

Desired Settlement: I am seeking a full refund of the $107.76 to my credit card due to non-receipt of product. My customer experience was unsatisfactory and I now have to repurchase products from another vendor.

Business Response: The order was not lost in transit, but does show as delivered to the name/address on the order. If the item has been lost, it was lost after the delivery was made by the United States Postal Service.  However, as a courtesy, we have refunded the order in full today. If the items are recovered, we do ask that the consumer contacts us back.

9/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I processed a book buy back through the website bookstores.com. I read all of their policies stated on their web page before doing so to make sure that my books would be accepted. The website is: https://secure.bookstores.com/service/faq/buy-sell-textbooks-faq.aspx, part of which is quoted below:How do I sell back an edition other than a US student edition?Items are purchased based on the ISBN of the product. International, instructor's, and annotated editions have their own unique ISBN. Search for the product using the ISBN of the book. If we are unable to buy the version you are trying to sell, a message will appear letting you know. What items are not accepted?Books with any of the following characteristics would be unacceptable and would not be returned: moldy, badly stained, liquid damage, copies with missing pages or obscured text, advance reading copies (ARCs), and uncorrected proof copies. Also unacceptable would be any one-time use or stand-alone items (i.e., workbooks that have more than six pages written on them, stand alone access codes that have already been used, etc.). If you have any questions about your Buyback, please contact us at buybacks@bookstores.com before you send it in.My book was ISBN No. *************. I did not receive a message that they would not buy the book and sent it to them for a promised purchase price of $51.25. I have now received an email from them stating that they will not pay me for it because it is an annotated version. Again, their website did not say that they would not accept an annotated version, nor did a message appear stating that they would not purchase it from me. They accepted the ISBN No. I am now out my textbook and the money. The book is in excellent condition, no marks, no highlighting, no page or cover damage, etc. I am attaching a copy of pertinent book acceptance faqs from their website, and a copy of the email that they sent me which shows that the ISBN No. quoted and accepted is the same as the one that they rejected.

Desired Settlement: I want the promised purchase price of $51.25. Based on the information above, it is false advertising. They have kept my book and have not paid me for it.

Business Response: We cannot explain the difference in the book that the consumer says was quoted to us, and the book that we received. However, the book shipped to us is being returned to the consumer at no charge. The item is in transit today. The consumer will have the book returned, and shipping costs both ways were paid by us. We believe that this satisfactorily resolves the issue, as the consumer will have her book back in her possession.

Consumer Response: I am reserving "acceptance" until I have the returned book in hand.  I need to see if I do indeed receive my own textbook and that it is in the condition that I originally mailed it to them.






























Business Response: Perhaps there is a delay on the BBB's portal, but the item was shipped to the consumer the same day it was rejected (before the complaint). It was shipped via USPS, with tracking # **********************.  The item shows on the USPS page as delivered already to the consumer's address on August 13, 2013, at 1:30 pm. From what we can tell, the consumer should have had her book for 2 weeks at this time, and we consider the issue closed.

9/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent books to their buyback program. I only received a partial payment on what I was promised. Textbook Rush (formerly Textbooks R Us) claimed that one of my books was stained. That is not true. That book was only used once, and then kept in a bookshelf. There were not stains, writings, tears in that book. In fact, I personally inspected the books I sent to them for buy back. I believe this was a way to not pay me in full for what they promised. In fact, upon closer inspection of their website and Facebook page, a number of people complain about being cheated in their buy back program, and of terrible customer service/response. Textbook Rush intentionally broke their contract and agreed upon buy back price with me, after I mailed my books to them. Upon rechecking my account just now for the order number, they have changed my status to book never received. Earlier, it said it was stained.

Desired Settlement: I am owed $10.50 according to our contract. I would like the $10.50 that I was promised for sending this book to them.

Business Response: Our policies are stated online at http://www.textbookrush.com/help/policies/buyback-terms.aspx. The consumer sent us a book that did not meet our stated condition guidelines. Because of this, the book was not returned and was scheduled for recycling (as stated online). Despite the condition issue with the book, we have made a one-time courtesy decision to process the payment for the consumer. Her $10.50 will be issued by check later today. This has been done to assuage the consumer, and not as any admission of wrongdoing or error on our part. It is simply a courtesy.

8/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company gave me a quote. Sent me less than have the money. And kept the books they were suppose to pay me for. They say they sent them to recycle instead of sending them back to me to sell on Craig's list. This company is a big rip off. I would not recommend this company to anyone

Desired Settlement: I want my books back or them money that was promised to me.

Business Response: When the consumer created their Buyback online they provided our system with the Title/Edition/ISBN for the books they were going to send to us. The quote they were provided was based entirely on the information entered by the consumer. When the package arrived, our processing team identified differences in two of the books quoted versus the actual physical books that were received. Two of the books were older editions of the textbooks than what had been quoted online. Had the consumer entered in the correct ISBNs they would have been notified that we were not purchasing those older editions. The consumer did not correctly quote the books that they sent to us, and our team followed our processes as defined on our website.  We provide clear instructions to the consumer on how to create the Buyback accurately, and we also clearly state what will happen if they send in books that we do not purchase. Please see the below link and text: http://www.textbookrush.com/help/faq/buyback-faq.aspx What happens if I send a book that you do not buy back?     If you send a book that we do not buy back, the book will not be returned to you and will be recycled. Some examples of books that we do not buy back are liquid damaged books; books with damaged bindings (e.g., pages loose, missing, or falling out); defective books; and books with torn/taped covers, or study guides/workbooks with any highlighting/writing.  We believe that the situation has been handled as we state online, and that there is no further resolution available.

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 7/18/2013 I initiated a buyback order for two textbooks at www.bookstores.com under order number *******. I purchased these two text books for to use for one semester and they were new when I ordered them. I used them for the class that semester (a year ago) and have had them in a backpack in a cool, dry, closet since then.I received an email several days after sending the books out stating they had been received. In that email the first book showed a status that it was received and accepted. The second book showed a status of, "Status: Book received with water damage and has no value."Both books left my possession in immaculate condition. Having been through years of college earlier in life and teaching at the same college where I took the class in which I used these books, I know how to take care of them. They were not damaged, torn, written in, and they definitely had no water damage. Both books were always together in the same bag since the two classes complemented each other in a specific program. At no point were they exposed to water.I read the conditions of buyback before I sent the books which includes the condition for which they do not accept books. If the book had been damaged I would never have sent it since their policy states they will not return it or buy it back. They are now in possession of a book that is in amazing condition which I strongly suspect will be sold on their website.

Desired Settlement: I would like to either receive the amount originally quoted to me for the book via Paypal payment (as was done with the other book). I fear requesting the book to be sent back would result in the book being returned maliciously damaged, with the supplements missing, or a different copy of the same book would be sent which would not reflect the 'like new' condition mine was in. I will not accept store credit as I will not be taking more classes and will not be needing textbooks.

Business Response: The package the consumer sent in contained two books. When opened, one book was purchased, and one was deemed to have liquid damage. Being a book warehouse, we have very strict standards for liquid damaged books, as they can lead to mold which can spread throughout the warehouse. The damage may be considered minimal by others, but as described on our website we do not accept books with any sort of liquid damage. The book was immediately processed for a return to the consumer, and was shipped back same day (yesterday, July 31st). The book is already in transit to the consumer. This was done as a courtesy, as we paid for the shipping to us, and are now paying for the return shipping of the book to the consumer. As per the BBB’s policies, I am prohibited from providing the tracking number here, but the consumer may contact us for the tracking number for the return shipment. The consumer will see on the FedEx tracking that the package arrived at our local FedEx location at 6:12 pm on July 31st, which is 15 hours before we were notified of his BBB complaint. To summarize, we were quoted by the consumer for a book that was in “very good” condition. When we opened the package and inspected the book, we found it to have liquid damage.  We rejected the book, and are returning it to the consumer at no charge. Our terms and conditions for Buybacks, listed at https://secure.bookstores.com/service/policies/sell-textbooks-terms-conditions.aspx, states: “We do not buy items with any kind of visible damage including but not limited to water / liquid damage…”  The consumer’s Buyback was handled according to our posted policies, with the exception that his book was returned as a courtesy. Our policies state that damaged books “will be discarded and not returned to you.”

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I needed a textbook urgently and found it with this company on June 4th. The website advertised shipping option with a delivery date of June 5th. Because I needed it quickly I selected this option (Overnight *****) at $32.10. On the morning of the 5th I logged on to my account/order to see where the book was in the shipping process only to find that the order hadn't processed yet. I called customer service and was told I wouldn't be receiving the book on the 5th as the website claimed. The company said they would expedite processing and ship it that day, but that the soonest I would receive it was June 6th. I needed the book that day so I found another source and purchased the book. Textbooksrus agreed to refund the price of the book, but refused to pay for the overnight shipping. I tried to resolve this with the company, but they maintain the delivery timelines only start once they ship it and that processing can take 1-2 days. If that is the case (and they freely prescribe to this) then their website interface should account for the processing delay and they should not be promising unrealistic delivery times to customers. If they shipping timeline had been truthful I would've gone with another company from the start. I feel this is misleading and borderline deceitful and believe I should receive a full refund including the overnight shipping cost. I have returned the book and I paid for the return shipping ($20.44).

Desired Settlement: Full refund including all shipping costs and a revision of the website interface to account for the known processing delay in the stated delivery time.

Business Response: We appreciate the time and effort the consumer has put into the explanation of the issue. However, the consumer has not fully described the communication we provided at the time of his order. Once he selected the book on our website, he was provided with a list of shipping method options. Each of those options had an "estimated" delivery time associated with it. Again, these option were shown as the estimated delivery dates. While we strive to meet those dates, and in nearly all cases do, we were not able to meet the estimated date for the consumer. This consumer paid for and received "overnight shipping". The processing of his package took one business day. We had hoped to ship it same day (Day 0), but it shipped the following morning (Day 1). On our website we do inform consumers that processing an order may take 1-2 business days. We have our website development team looking into our estimated delivery timeframes as the consumer has requested. The consumer was not refunded for his shipping costs because, as explained, we did ship the product using an overnight service. It was shipped and delivered by ***** Overnight.

Business Response:

Mr. ****** has left out a key piece of information. The dates for delivery were listed as “Est. Delivery:”. While we strive in every case to match the estimate, it is not always possible, which is why we use the estimate.   As a courtesy, the overnight shipping charge has been refunded.

8/2/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My name is ******. I sent 4 books to be "bought back" by TextbooksRus. They quoted me $111.91 if books were in good condition. One book (New Worlds of Literature Writings from America's Many Cultures) had water damage (I expected possible rejection although I did purchase the book online in said condition) and was quoted at $7.06 but was rejected. The other book (Interpersonal Communication Everyday Encounters) was quoted by TextbooksRus with a value of $59.50 and was also rejected. They said that there were 2 ISBN numbers and that they thought it was the 7th edition, not the 6th edition that was submitted. I cannot prove a specific ISBN number since I no longer have the book. They stated in the "agreement" that "All buybacks are subject to inspection. If our staff adjusts anything regarding your buyback, this may affect any buyback offers or bonuses. You will receive email notification of any adjustments to your buyback." I did not receive an email notification regarding an adjustment, but I did receive an email reflecting that I would be receiving a check, which I did receive, for $55 on 7-18-13. On 7-19-13 I called TextbooksRus and asked questions about the check amount and was given the above explanation. (TextbooksRus is now TextbookRush.) Also on the "agreement," it is stated to "Please contact us within 5 business days if you have any questions regarding your buyback order," and obviously I did that. My complaint is that TextbookRush was dishonest in this transaction. I would like to receive the $59.50 for the Interpersonal Communication Everyday Encounters book. OR I'd like TextbookRush to return the book to me at no cost. It would also be nice to receive New Worlds of Literature Writings from America's Many Cultures at no cost as well. I'd also like it recorded that this complaint was made and why it was made. Thank you.

Desired Settlement: My complaint is that TextbookRush was dishonest in this transaction. I would like to receive the $59.50 for the Interpersonal Communication Everyday Encounters book. OR I'd like TextbookRush to return the book to me at no cost. It would also be nice to receive New Worlds of Literature Writings from America's Many Cultures at no cost as well. I'd also like it recorded that this complaint was made and why it was made.

Business Response: The consumer has issues with two books out of the four that were sent in.  Here is our response per book:  The consumer was aware that one of the books had water damaged, and sent it in to us despite our website instructions to not do so. The book is clearly stained and has damaged pages. It was correctly rejected by our processing team, as we would not sell a book in this condition. The other book was quoted incorrectly by the consumer.  The consumer selected a newer edition of the text while creating her online Buyback quote than the book she actually sent in. The consumer quoted the 7th edition online (which she can validated by viewing her account, and selecting this Buyback to view). The consumer then sent in the 6th edition. The quoted item had value, the actual item did not. The book that was sent into us is labeled as the “Sixth Edition with Student Companion” on the front and back covers, and on the title page. The ISBN number on the back of the book also matches the 6th edition.  While we understand the consumer’s frustration, the book was correctly rejected by our processing team. What was quoted was not what we received. Images of her book are attached. As we were not at fault for the problems with this consumer’s transactions, the consumer can contact us directly for instructions on how she can pay for the return of her books. We will hold the books until Thursday, July 25th.

7/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I used the buyback program offered by **********.com, a subsidy company of TextbookRush.com (formerly TextbookRus.com) and it has been quite a nightmare. Customers who utilize buyback programs offered by online bookstores send their textbook(s) in good faith that the company evaluates all customers submissions with accuracy and honors quoted buyback prices. This company has completely failed to do this. I have three brand new textbooks each quoted for $124.06 that the company claims "Your buyback has been voided" and two Used-Like new in extremely well conditioned textbooks quoted at $92.00 that has apparently been abandoned and has not been honored by this company. I have personally been waiting since 6/21/13 for these buybacks to be honored (today's date 7/15/13). I contacted this company three times, two via e-mail and one phone call. There has been no response via e-mail to my concerns in regards to this matter and when I contact this company by phone, I am verbally instructed to e-mail their buyback department, which I have done with no response. There is a slue of similar stories submitted on numerous online complaint boards about this company, there deceptive practices including buyback, delivery, and order issues.

Desired Settlement: I would like to be compensated for my 5 textbooks that has been neglected by your buyback system in the total of $566.18 or my textbooks need to be returned to me in the same condition that I submitted them in, so that I can sell them to a company who will honor the buyback quotes that they provide me and compensate me for property that I submitted to them!

Consumer Response:


Subject: In regards to a company with an A rating...

To Whom It May Concern,

My name is ******* ******* and I am truly concerned about a company that you are giving an A rating for, when they are currently being sued for selling counterfeit goods and breaking the law. I will attached a court deposition to this e-mail. I really need someone in the BBB to at least consider this information prior to just slapping an A on this company. If the company is selling fake textbooks to students, and there is a slue of complaints via the BBB and other online complaint boards, why would you give them an A rating, especially when this is not speculation- the company has been sued, continues to be sued, and major publishing companies such as ******* ********* and ******* ******** is ended all business activity with this company because they have broken the law and caused these publishers to loose millions of dollars. How exactly and why exactly would the BBB give an A rating to a company who has done some much financial damage to REAL companies such as ******* ********* and ******* ********? I honestly do not understand this... If the company was making a conscience effort to mitigate customer service issues, then why are they sending customers reprinted, re-bined, counterfeit textbooks to students that were manufactured and printed fraudulently? The BBB can not tell me that they are going to stand behind a company that has admitted to selling counterfeit textbooks? You gave an A rating to a scam company? Are you absolutely sure that you feel okay with this? I am just asking? Look at all of the consumer complaints. Is the 200+ complaints and the law suits, and the millions of dollars worth of damage all a lie? I really do not think that 2 major publishing companies and a slue of upset customers have joined forces to bring down an innocent company. Please research this BBB. An A rating is simply not even creditable at this point with company.


The Company in Question is Textbookrush.com
http://www.bbb.org/centralohio/business-reviews/books-textbooks-new-and-used/textbookrush-com-in-grandview-heights-oh-65004202/

Business Response:

Some Buybacks require additional time and review, and this was the case for this consumer. The consumer’s Buybacks were flagged for further review due to some issues which we cannot explain in a public forum such as the BBB site. These issues were due to the way the consumer created the account and Buybacks, and included mismatches in personally identifiable information. The consumer’s Buybacks were held for a few days for review, but the specific Buybacks he questioned (in a separate email directly to us) have been processed and paid as of 7-17-2013.

We believe this satisfactorily resolves his complaint. We are unable to provide further details due to the nature of the incident and the personal information involved. This is for the consumer’s protection.

Consumer Response: I am rejecting this response because:

While the company did process my buybacks, they did so after receiving a detailed message from me where I stated that I filed a complaint with the Better Business Bureau (BBB) coupled to researching via public record, information regarding litigation where ******* ********* and ******* ******** alleged that the company willingly sold and distributed counterfeit textbooks created by the company (Textbookrush.com) in addition to selling International Editions of multiple works by the two publishers (which is illegal under the U.S. Copyright Law). It was not until I sent that very detailed message (which is attached) that my payment for my buybacks where processed- although 3 buybacks were voided with an additional 2 buybacks in the process of becoming voided as well. The buybacks where voided 2 weeks prior to my last communication with the company, where I discussed to them my concerns with my buybacks, filing a complaint with the BBB, and the company's (Textbookrush.com) litigation for conducting illegal business practices. 

Regards,

******* *******






























Consumer Response: There is nothing further that this company can do for me at this time. The experience was awfully suspicious and poor at best. I will not continue to do business with this company ever again.




7/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent in my book for buyback it was perfectly fine. Textbookrus claims that my book was water damaged. My book was perfectly fine if it would have been damaged I would have never sent it. They now refuse to send me the book back because they say in the agreement that if the book can't be bought they can't sent it back. They supposedly say that it is sent to recycling when in fact they use it to sell it to another person. They are ripping college students they stay with the book, money and then sell the same book to another college student. I am not the only person they have done this to there are numerous reviews online about this company with the same complaint. They should be shut down and everyone who has been ripped off returned their money or books back.They are scamming people and stealing peoples money or books.

Desired Settlement: I would want my book back or the amount that was quoted that was going to be given to me for the buyback.

Business Response:

This issue is regarding a book sold to us on-line, but once received was judged to have liquid-damage. Liquid-damaged books can develop mold, which can spread from book to book very quickly. Being a large book warehouse, with hundreds of thousands of books in storage at any given time, mold-prevention is one of our top concerns. Normally, a book with water-damaged is stored in a quarantined-area of the warehouse for about two weeks. This allows us to retrieve and send back a book if the consumer wishes (as a courtesy, as our stated policy is that we do not return books). We have spent some time researching the consumer’s Buyback, but we cannot locate the book. It appears that the book was immediately disposed of on June 10th when it was processed. This only happens with the more seriously damaged books. We notified the consumer via email on June 10th. By the time the consumer contacted us on the 12th, the book was unable to be located.

We understand that the consumer states they sent the book to us in good condition. We also know that it is possible that the book was damaged during transit with the USPS.  As a good faith gesture, the quoted payment is being issued today to the consumer via Store Credit, which should be available on her account tomorrow. We believe that the issuance of the quoted amount via Store Credit is a reasonable compromise.

6/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: failure to honor buyback quote. They are stating that a book with no water damage to my knowledge has such extensive water damage that they cannot buy it back. They then state that they will steal mmy book and not send it back to me due to their FAQs. This is tantamount to theft.

Desired Settlement: send the book back at their cost to me or pay me what they quoted.

Business Response: The consumer stated in his communication " I have already filed with the BBB.". This was done before we were contacted about the issue later in the day. Once we were contacted we informed the consumer that the damaged item was already being returned to him at no charge. It had been shipped prior to his complaint being filed with the BBB or to us being contacted. Since this was his desired outcome, we consider the issue to be closed.

6/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a book from Textbooksrus and sold it to them for a buyback, quoted for $86 when they only gave me $2. I used the exact ISBN provided to me from Textbooksrus when I first bought it from them for the quote of $86. This is their response:"Hello - The quote you were given in the amount of $86.00 was based on us receiving the US student edition. The book we received is the International Edition. We do not buyback International Editions for the full price of the US student edition, or sometimes at all, as stated in our buyback FAQ. To receive an accurate quote the seller needs to enter the US student ISBN and select the correct edition from the pop-up menu. Had this occurred, you would have received the quote for $2.03."I provided them the exact quote and edition as provided to me by Textbooksrus. Really unfair and incorrect of them to do this to me when the ISBN I provided to them for the buyback was the same they provided me when I first bought it. How can you quote me for $86 for a book I bought from you and yet you only give me $2 for it? DECEIVING!

Desired Settlement: I want my book back or the full amount as quoted.

Business Response: We have located the book that was involved and we are sending it to the consume free of charge. She can keep the payment that was already provided.

Business Response:

The consumer purchased a used, softcover, International version of the text when they made their original purchase. When a consumer searches for a textbook by title or ISBN, we offer all of the available editions and conditions for that text: New, Used (several categories), US Student Edition, International Edition, Instructor’s Edition, etc. The consumer is present with the types of books and their prices, and has to select a “radio button” next to the item they want to purchase. In this case, the consumer selected the radio button next to the International Edition. The consumer paid $35.41 for the International Edition of the text. Compared to the much higher US Student Edition price, the International Editions are a great deal. The consumer’s quoted price of $86 was for the US Student Edition Price, which sells for much more than what the consumer paid.

While we regret the confusion the consumer has had regarding this issue, it is the stated clearly on our website that the consumer is responsible for quoting the correct version of the text they have. We’d refer the consumer to the Buyback FAQs (http://www.textbooksrus.com/service/policy/buyback-faq.aspx) and the Buyback Terms and Conditions (http://www.textbooksrus.com/service/policy/buyback-terms.aspx) that are both provided on our website.

Consumer Response: I want the shipping tracking number sent to me from Textbooksrus through BBB.com before I accept this.  I also want a guarantee that the book will be sent within the timeframe of accepting the business response through BBB.com.
































Business Response: In the past the BBB has not allowed me to post tracking numbers via this portal. We have sent you an email with the return tracking number from our internal email system. You should have it shortly. Your package is shipping this afternoon via FedEx SmartPost.

6/2/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent three textbooks to Textbooksrus.com's textbook buyback program and was quoted that I would be paid $349.72. On their receival, I was only credited $236.97 and they claimed the textbook was unsellable because it had damage relating to "stains"--a subjective evaluation that anyone can claim for a used book regardless of condition.I was familiar with their textbook condition policy which said "Books with any of the following characteristics would be unacceptable and would not be returned: moldy, badly stained, liquid damage, copies with missing pages or obscured text, advance reading copies (ARCs), and uncorrected proof copies." Before shipping, I carefully checked my book and concluded that it was in good condition, and there was no major damage that could deem it unsellable. I do not agree with Textbookrus.com's decision that the book is severely damaged. I also find ridiculous the company's policy to not return books if they are refused for buyback. ******.com will send rejected books back but this unscrupulous company claims they "recycle" rejected books. I paid over $100 for the book, and if Textbookrus.com does not accept the book for buyback, they do not have the right to throw away my property based on a subjective evaluation. I had many other alternatives to sell my book, but used this company based on their BBB rating. I do not believe and A+ rating is warranted if my case and others are resolved.

Desired Settlement: Credit me for the amount quoted for the textbook ($112.75) or send me back my original textbook to 2124 ***** ***** Court, Cary, NC 27511

Business Response: The book was shipped back yesterday as a courtesy. It was shipped the consumer's address on file. We cannot provide the tracking number here on the public forum, but can do so if the consumer contacts us. The consumer's desired resolution was already provided, so we consider this issue closed.

5/31/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I attempted to sell back books to this company. I was also shipping books to another location, and the shipping labels were switched somehow during the shipping process. I contacted the company as soon as I became aware of this, but was told that the books had been purchased, the previously arranged buyback was closed, and there was nothing to be done. Having re-read the information, I can find nothing stating that books which are not on the buyback will be immediately purchased without contacting the seller, or anything even implying such policy. I consider these books stolen, regardless of the fact that they claim to be issuing a check, because the company was not entitled to these books based on the contract agreed upon in the buyback arrangement. I have spoken to customer service, and they were no help at all, claiming only that this was policy and couldn't be changed. This fraudulent transaction has cost me quite a lot, due to the low prices paid for the books they had no right to purchase, and the reduction in the estimate given for the books I had intended to ship to them, even if I was willing to risk dealing with them again.

Desired Settlement: I would like the company to pay the difference between the value of the stolen books and the amount they chose to pay for them. I would also like them to purchase the books that they were entitled to purchase at the previously agreed to price, despite the misgivings I have about having any further business with this company. Lastly, I would like the book for which I am not being paid anything to be either returned to me, or replaced at the company's expense.

Business Response:

The customer erroneously sent in items intended to be sent to another book buyer.

Our Terms and Conditions clearly state:

“If we receive an item that is different in either ISBN or condition than recorded, your quote will be adjusted. You will be paid the current quote for the item received.”

This can be viewed here:

http://www.textbooksrus.com/service/policy/buyback-terms.aspx

In addition the customer requests to have a book returned to them.

Our Buyback FAQ’s state:

Once you send your books, they cannot be returned for any reason.”

This can be viewed here:

http://www.textbooksrus.com/service/policy/buyback-faq.aspx

As the item that we did not buy was water damaged it has been disposed of.  We do not store water damaged items on our shelves.

We believe this matter is resolved.



5/28/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had sent the textbook, Conceptual Physics Fundamentals (ISBN: 0321501365) to the company, textbooksRus.com and was given a purchase price of $15.25 that the company would transfer to my PayPal account for the purchase of this book. Once the company had received the textbook via FedEx, they had sent an email to inform me that they had received the textbook, later that same day I had received a second e mail telling me that the company would not be purchasing my textbook due to water damage. When I had sent this textbook to the company there was minor damage to the back cover but aside from that the book was in very good condition with no missing pages, writing, tears, etc. I later tried figuring out what would happen with my book (i.e- how long it would take for the book to be returned to me). Upon viewing the site's FAQ's, I had realized that the company would not be sending my textbook back but instead would be keeping the book, even though they had not fulfilled their end of the agreement of purchasing the product. I have e mailed the company on three separate occasions about my issue and have only received replies stating that they do not return un-purchased books. I find this to be a scam since there is nothing stopping them from falsifying information and stating that my book had more damage than there actually was in which would allow them to keep the book and make a greater profit without paying the original owner (myself) the agreed amount for the textbook.

Desired Settlement: I would like my textbook, Conceptual Physics Fundamentals (ISBN: 0321501365) returned to me or I would like this company to pay me the purchase price for my book which is listed as $92.55 for a used copy on their site. I find this company to be a scam since they are able to falsify information and not pay for a product which would allow them to make a larger profit for themselves. I also consider this to be theft of my property.

Business Response:

The consumer has correctly listed our processes and policies as they were provided online. We agree with the issues as described by the consumer: consumer created an online Buyback, consumer used our pre-paid label to ship the item to us, we received and confirmed the arrival of the package, we inspected the item, found it to be water damaged, and we rejected the purchase of the item. As stated online, items are not returned as we have already paid the postage to have the item sent to us. As also stated online, we have very strict standards for liquid damage as mold can spread from one book to another, and as such, we do reject books that have any discoloration or staining from liquids. The responsibility is on the consumer to insure that an item passes our provided guidelines for purchase.  The policies referred to by the consumer can be found here: http://www.textbooksrus.com/service/policy/buyback-faq.aspx.  Lastly, the consumer agreed to the Terms and Conditions of the transaction when they created the Buyback online, which states that books that are not purchased will not be returned. They cab be found here: http://www.textbooksrus.com/service/policy/buyback-terms.aspx.

 

As a courtesy, we will review if the book is still in our possesion (not yet recycled), and if so, we will contact the consumer directly about a return of the item at their expense.

Consumer Response: I am rejecting this response because: This is not the first complaint relating to the company's so called policy which is probably because this policy is in the Q&A section on the site and not on the page that gives the estimated buy out price that the company is willing to pay an individual for their product.  Also, as previously stated there is nothing stopping this company from using this policy to state false claims of the product being damaged when there is actually nothing wrong with it which would allow them to use the product to make an even greater profit than if they were to have paid for it.  If this part of the policy would have been made more apparent than guaranteed a lot less people would have an issue with this.  I would like the company to either send my product back at their expense, even if it's via the cheapest form of transportation or pay me for the product that they have chosen not to send back.

5/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged for damaging a book that was sent back to the company with NO damage. The company sent me the following message, "This item was received in damaged condition and cannot be accepted. Check-in notes state: Returned with missing pages. 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 discarded." They charged my credit card without even notifying me of their intent until after they had charged me $136.88, which was their listed retail price of a new book. I absolutely did not damage the book I have rented from them in the past and never returned a damaged book. This is a complete scam and there is no proof or record that the book was damaged and this is ridiculous that they can just take $136.88 from me for a book that I did not damage. I am going to take this to a small claims court in my locality if I do not receive my money back. I have been a good customer of theirs in the past and returned all books without damage. I feel that their business practices are unjustified and their customer service is very poor. I will definitely not be renting from them again and will do whatever it takes to get my money back. I will not pay full price or anything for that matter on a used book that they have rented out to dozens of people and one that I certainly did not damage.

Desired Settlement: I want the full amount of $136.88 credited back to me on my credit card. I DO NOT want store or account credit. My money was wrongfully taken from me and I want them to give it back as soon as possible. I am being financially burdened for something that I DID NOT DO. I have never damaged a book and will not pay anything for these false claims that they cannot prove was my doing.

Business Response:

1) The consumer agreed to the terms and conditions (including damage items being charges) as show online at http://www.textbooksrus.com/service/policy/book-rentals.aspx . The processes taken when the damaged book was received were listed online at the time the consumer agreed to the Rental Contract.  Being a public format, we feel that it is important to highlight that our policies are clearly provided online before a rental order is placed.

2) As a courtesy, we have shipped the damaged book back to the consumer at our expense. It is hers to keep. Additionally, we have refunded the consumer ½ of the Buyout charge as an additional courtesy. These steps are based on the consumer’s previous order history with us, and our hope of future orders.  The refund has already been processed, and the consumer can check with their banking institution on their timing of funding her account.

5/23/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** Buyback order # ******* Textbooksrus case # ******** sold book back through this company through what is called a buyback. There were three books mailed to them and my payment for those books would have been $83.00. I was paid $42 and when I called to inquire, was told that my books were damaged (which they were not) and that they would be discarded or donated! I spoke to a representative who states that according to their policy on their website it says if books are damaged they are discarded. Well the website I bought the books from was through **** who has some kind of dealings with Textbooksrus or maybe they are the same company working under different names to see how well they can profit from hardworking students trying to make ends meet! Not only did I send the three books that I sold to them but I also sent a brand new workbook that was never used that went with one of the books as a COURTESY because this was not a part of my sale. For the most part this is very unprofessional. How am I to know from all across the world that my books are not still being sold for profit? I was then advised that I could possibly get my books back if I paid $3.98 per book. In that case I could have kept them and sold them to my own school. I only used this service because my school wasnt buying one of the books back. So again, this tactic of customer service is not only unprofessional but also very distasteful. I have summer & fall classes coming up and rest assured I will never buy nor sell another book from this company again.

Desired Settlement: 1.I would like my books returned to me and I should not be subject to a shipping fee. 2.For the most part I would like this report to be on file for others to view before they use this service.

Business Response:

A few points of clarification:

 The consumer has already paid the return shipping fee, and those books that were not purchased are in process to be shipped-back today. We believe that this negates the consumer’s first concern.

We host the Buyback process for ***books, but we do not handle their sales. The consumer purchased the books from another organization.

The consumer did include an unquoted book in the package.  The damage to the other two books was described with “Stained Pages”. The other book was received in good condition, and was purchased. The books that were stained are being returned. We believe that the root of the issue revolves around the consumer not understanding our policies and requirements as provided online before the Buyback was submitted. Our Buyback FAQ should have been able to clear up any questions beforehand. Here is that link: http://www.textbooksrus.com/service/policy/buyback-faq.aspx. Since the books are being returned already, we do not believe we have any further action to take regarding the consumer’s Buyback.

Consumer Response: I sent a 3rd book that was int he dame box with the other two books, which was the workbook that went to the book titled "The Speaker." There is no way possible you could have missed that.  The companyis trying anything possible to retain items that do not beling to them .  It is true that I did not buy the books from your site and nor was I directed to your site for any additional information or policies until I was informed that they were keeping my books.  Please don't assume that your statement settles anything. Refund is requested.

Consumer Response: The service, they way they do business, and the way they handle business is VERY unprofessional.!Yes they are sendingback my books that  for one I had to pay to have them to send them back. For two, I sent them a total of four books (one they purchased) and they state that they are sending two books back when in fact it should be three bookss: 1. Justice Crime & Ethics   2. The Speaker 3. The Speaker Workbook.   Now if I don't recieve THREE books back, I would consider this THEFT. And I shouldn't have had to pay for it at all. 

Business Response:

We understand the consumer is frustrated, as are we. We post a great deal of information, FAQs, images, and even videos on our website to educate consumers about our Buyback process. Additionally, we require each consumer to agree to the posted Terms and Conditions as part of submitting the Buyback. Those can be found at http://buyback.abebooks.com/terms.aspx.   The consumer states that they sent in items not quoted online. This action is in violation of the Terms and Conditions and as stated online, we were not liable to purchase or return any items. While we understand and appreciate the consumer’s frustration, we would have to refer to the incorrect processing of the transaction by the consumer as the cause of each issue stated.

5/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This is the second time I have attempted to use textbooksrus.com for the textbook buy back program. This is the second time I did not receive payment. I sent two books under order ID 1362769:Health and Physical Assessment in Nursing 9780135114155by Barbarito, ColleenPrentice Hall PTRU.S. Edition 0$61.50$0.00Conceptual Bases of Professional Nursing 9780781792486by Hood, Lucy J.Lippincott Williams & WilkinsU.S. Edition 9780781792486by Hood, Lucy J.Lippincott Williams & WilkinsU.S. Edition1$29.32$29.32I received payment of $29.32 only for the Conceptual Bases of Professional Nursing. The book that I was supposed to receive $61.50 for I did not receive payment, and I received an email instead saying that there were pages falling out of the book. This book was barely used and I had no issues with pages falling out of this book. This is the second time this company has avoided paying me a large sum of money such as the $61.50. The last time I let it go, but this time I think it is definitely a rip off and they are committing fraud. They are taking people's EXPENSIVE college textbooks and coming up with excuses on why they can't hand over the money.

Desired Settlement: I either want the $61.50 promised to me for Health and Physical Assessment in Nursing, or I want my book returned to me immediately.

Consumer Response:

I have contacted the company, and the company has sent the book back to me and I have received it. I would like to cancel my complaint if possible. Thank you. 



Business Response: The book was sent back as a courtesy at the time of the Buyback being processed. The FedEx Smart Post tracking number shows that it was delivered on Saturday the 18th. We believe that this resolves the issue.

5/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 4/27/13 I ordered a textbook at textbooksrus.com I chose to pay more for the book that shipped from Arizona. I received the shipping information today 4/29/13 that said it is being shipped from India. This is not what I ordered, I specifically chose to pay more for a book shipped from Arizona. I called them ###-###-####, they said this seller has different shipping warehouses, I said that isn't the information provided on your website. The response from Training Manager ****** was "o-well, nothing we can do about it". False advertising, misleading sellers, manipulating information to create sales this business should not be allowed to create their "truth" to ensure sales. Rip-off report!

Desired Settlement: I wanted my order cancelled they told me no, the same book from most likely the same seller was being sold for less money. If I wanted to order the book from India I would have paid less, instead I am still receiving it from India which was not advertised and I paid more for it. This is a scam, I want my money back and this scam website out of business for good. They cannot lie, cheat and steal their way to profits.

Business Response: As stated on our website, we offer a Marketplace where we connect buyers and sellers from all over the world. We do not control from where the sellers ship their books, but we do have strict standards of shipping and delivery time-frames. The consumer was provided with an option to order with the "Standard" shipping method, or pay additional for an "Expedited" shipping method at the time of the sale. The consumer did select "Expedited" shipping, and was entitled to a specific shipping and delivery timeframe, but not a selection of the shipping warehouse.  If the consumer can provide the tracking number on the package, we will be glad to review the transit time for the package. If the book did not arrive in the time required, we can issue a shipping cost refund.

If the consumer had direct contact with the seller about the location of shipment, she would have been outside of the overview of our Marketplace and would need to contact the seller of the book regarding any promised made.


5/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a NCLEX book from this company and the cd that came with it had a virus that damaged my computer as well s my husbands. I love sent three to four emails asking for a customer service representative to contact me without any luck. I tried calling the number on their website and its not in service.

Desired Settlement: I want a refund from this company.

Business Response:

 A couple of issues with the consumer’s complaint:

  • We have had several emails back and forth with the consumer over the past week. The consumer has replied to us, and vice-versa, so we wanted to clarify that we have been in contact with the consumer.
  • The telephone number posted on our website is operational.

We wanted to first clarify those two points.

The consumer has been provided return information for her product. Once it is returned, she will be refunded. The consumer has contacted us again today with this comment:

“I got the previous I guess it was my computer that didn't work. I mailed the package today.”

We believe that the concern has been responded to properly, and that the return process is now underway. If there is any additional concern, we’d be happy to address it.

Business Response: We sent the label to the consumer, and the consumer had confirmed earlier (May 2nd) that she received the pre-paid USPS Label with a specific tracking number. That tracking number shows on the USPS website that the package was shipped, and was delivered today to our facility. The item was refunded today - within a couple of hours of being returned. The consumer's email to us was sent 67 minutes before the complaint to the BBB was issued, and we had simply not had time to respond yet. We will respond here.

The item has been refunded today, in full.

We do not make the product, so she can contact the publisher regarding the software concerns she has.


Consumer Response:

I have reviewed the response made by the business and find that this resolution is satisfactory to me. 

Regards,

****** ****************



















4/7/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I RECENTLY FOUND ON LINE THIS WEBSITE THAT THEY BUY BACK USED TEXT BOOKS, AND I SENT IN THE TEXT BOOKS BY FED EX, PAID FOR THE PACKAGING,AND THE COPANY SAID THEY WAS GOING TO GIVE ME 22.01 FOR MY USED BUT IN GOOD CONDITION TEXT BOOKS, I THEN RECIEVE A EMAIL STATING THEY CANT GIVE ME THE MONEY PROMISED FOR MY BOOKS,AND THAT I WOULD NOT RECEIVE MY BOOKS BACK, IN MY EYES THAT IS THEFT, THIS IS A CROOKED COMPANY AND PLEASE ACKNOWLEDGE THAT THEY ARE THEVIES, I GENERALLY SPENT 100'S OF DOLLARS FOR THESE BOOKS AND I OFFERED TO TAKE THE 22.01 AND THEY CANT EVEN KEEP THEIR WORD AND then lie about the books being damaged but when i asked to see the damage they tell me i cant come there . i would like to push this issue this is ridiculious! please let me know what else i have to do to continue this complaint!

Desired Settlement: the money promised, or my personal property back !

Business Response:

We are equally frustrated with the situation that has been caused by the consumer sending in damaged books to our facility. The consumer, however, is solely responsible for the condition of the books and the lack of understanding of our posted policies.

Our Buyback policies are listed on the same website the consumer used to create the Buyback (http://www.textbooksrus.com/service/policy/buyback-faq.aspx). Near the top of that web page is this statement:

We accept books that are in Good or better condition. Books with any of the following characteristics would be unacceptable and would not be returned: moldy, badly stained, liquid damage, copies with missing pages or obscured text, advance reading copies (ARCs), and uncorrected proof copies.

The consumer sent us books that had liquid damage, and were not purchased.

The consumer states:

  • THE COPANY SAID THEY WAS GOING TO GIVE ME 22.01 FOR MY USED BUT IN GOOD CONDITION TEXT BOOKS

o   Our response is that the books promised to us online were not what we received. The books we received were damaged and not re-sellable.  They were not in “good condition”

  • I WOULD NOT RECEIVE MY BOOKS BACK

o   While that is our stated online policy, the consumer was offered a courtesy of returning the books if she paid the shipping costs. This offer was sent to the consumer via email a few hours before the BBB complaint was received.

  •  but when i asked to see the damage they tell me i cant come there

o   The consumer is local to Central Ohio, and was adamant about visiting our facility to view her books. We operate a large warehousing facility with multiple lifts, trucks, carts, dozens of employees and hundreds of thousands of books. Visitations by individual consumers are expressly prohibited due to safety concerns, and the consumer’s demands to visit our location were denied.

  • The consumer’s requested “Desired Settlement”:     “the money promised, or my personal property back !”

o   We are shipping the damaged books back at our expense as a courtesy.

Since the consumer’s desired outcome is being provided, we assume that this closes the issue satisfactorily for everyone involved.

4/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted this company to buy my textbooks, I sent them my books they in turn sent me a check for 45.29, the check was not received until after 30 days after there check date. The check clearly states void after 30 days so the bank will in turn not take the check. I contacted this company through there site requesting for a new check and I would even in turn send them back there original check that was sent to me on 5.15.12. at my old address 406 S. ******* St. Fortville, IN 46040. They never responded to me. My biggest complaint is they got there product from me as requested but I am in turn not truly getting my money because of the verbage they placed on the check stating void after 30 days. I just want my money or want my books I sold to them back. I am very upset that they will not respond to me and I am still fighting them on this almost a year later. I just truly want my money for the products they received. I still have the check in my possesion and have not cashed it for fear of it bouncing and me getting stuck with a fee and being out my money plus like I said the verbage on the check is causign an issue.

Desired Settlement: I just truly want my money for the products they received.

Business Response:

This BBB complaint was the first notification we have had that there was an issue with this consumer’s ******** Buyback. While we manage the Buyback process for Abebooks, we are not ******** corporate entity.  Regardless, we will do our best to resolve the issue now that we have been made aware.

If she has been contacting them via their website, it is possible that the communication was never forwarded to us. Now that we have been made aware of the issue we have sent an email to the consumer directly.  In that email we have asked the consumer to:

a) return the invalid check to us

b) provide us with the correct address for a new check to be mailed

We believe that this will address the consumer’s complaint. We regret that the consumer has felt that they have not been responded to, but it would be due to no communication being received by us.

2/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is with Textbooksrus.com. Textbooksrus was the buyer of my books that Valorebooks choose as the highest sell back price. I followed the instructions for ValoreBooks on sending in books using FedEx shipping, paying the extra for FedEx to properly package and ship my books to assure a proper delivery. It has been more then a month since I sent my books in. After contacting Valorebooks on this matter they forwarded me to Textbooksrus's customer service that in formed me that they have misplaced my books and have records of a book that I did not send in. FedEx confirms that the package was delivered and signed for in Grandview Heights, OH. Textbooksrus uses the excuse that the books must have been swapped in shipping. This can't be true unless they were swapped within Textbooksrus. I'm filling this complaint on Textbooksrus for losing my books, not notifying me that there was an issue with "incorrect" books, and for not offering to rectify the mistake that was made within their company that has caused me to lose the money that they owe me.

Desired Settlement: Ideally I would either have my books returned or payment of their original quoted price for the cost of my books.

Business Response:

We apologize for the error. The consumer’s books and the books from another Buyback were incorrectly switched, and due to the order originating from another book company, we were unable to track down the issue initially.

The consumer has had the correct amount added to her buyback. She has also received an automated email earlier today showing the correct amount. A check will be printed today, and tomorrow. The consumer should receive the check within 3-10 business days from then.

We believe that this satisfactorily resolves the situation.

Consumer Response: I have reviewed the response made by the business and find that this resolution is satisfactory to me. 






















2/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Well i did an online buyback,the total price promise to me was 283 $ and some change for about eleven books all in great conditions.I sent them week later i had to email them about my check.They told it would take 1-2 business day.So i waited couple of days.For my surprise i went to the mail,and the check was under 153$.I would not be complaining if the the books were not pricey when i first got them (over 100-200$).Also the fact that they false advertise telling that i will be paid x amount and then i end up getting less then half.Also i cant receive the books that they supposely would dont need..My books are precious for me and they cant be return "uner no conditions".I clearly said i would pay shipment.Also they dont have customer service...i mean dont believe these guys they only have an automated machine that sound like a run on sentence.I am ****** and i want my money back or my books back.I'm afraid to cash the check.The bad thing about this is that they dont answer me back.their own rules/policy only work for them not the customers.They dont care to **** the customer in order to get what u have.I really lost respect.I think they are unethical and well unprofessional.I wish there would be a lawyer that can help me.

Desired Settlement: I want my books back or my complete refund (promise price)

Business Response:

The consumer created a Buyback on our website, where they selected the specific ISBNs of the books they were going to send in to us. The prices quoted at the time the Buyback was created were solely based on the ISBNs the consumer selected. Many textbooks have various editions available, and our website provides clear instructions on how to select the correct edition, and also explains what will happen if the book quoted does not match the book physically sent in to us (http://www.textbooksrus.com/service/policy/buyback-faq.aspx).  In this case, the consumer quoted 9 items that were valued at $283.94. However, several of the books that were physically received were not the same edition as she quoted, and were either paid the correct amount for the item, or were rejected because it was an ISBN that we were not buying. Two of the ISBNS provided on the quote were for books that were worth a much higher price than the actual books/ISBNs sent to us, and even though this was not our policy, they were sent back to the consumer as a courtesy. We paid the shipping to us, and the return shipping to the customer.  Another book was purchased at the correct price for the ISBN sent to us. One of the rejected books was an Indian Edition of the text – these are of such a low quality that we do not buy or sell these versions.  The consumer had to select the US Student Edition These books make up the difference between the quoted price the consumer expected, and the price paid. Her books were either purchased or are being returned (as opposed to what the consumer has stated). Additionally, we have had ongoing email exchanges with the consumer with emails being responded to on these dates:

2/2/2013 (two emails sent to the consumer on this day)

1/31/2013

1/21/2013

On several of these emails the consumer was profane and threatening, and we are unable to print her correspondence in this forum.

To summarize, the consumer did not correctly identify her textbooks when preparing her online Buyback quote. The books that were sent to us were not worth the same value as the books quoted, and the books sent were either returned or purchased for the correct amount. The customer had an ongoing email correspondence with us. The customer left us a voice mail, and that call was returned. We believe that the consumer has greatly misrepresented the facts of the incident.

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. 




















1/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a textbook from textbooksrus, and no where in the description of the book on their website said that it was an instructors edition. I would have never purchased the book if I knew it was instructors edition. After trying to sell the book back and having my offer rejected, I realized that it was because there was a piece of black tape on the book that was hiding the fact that this was an instructors edition book. Companies do not buy back this edition of books, so I am now losing money that I could have gained back because of this specific edition of the book. I contacted the company to let them know I was very upset that they hid the fact that this was an instructor edition book, and that they tricked their buyer into buying something they never would have. I asked them to buy back my book for the amount that I lost in the offer because of the instructor edition, which was $78. They responded by saying that they do not always specify the edition of the book, and that their "buyback program is NOT currently accepting the edition of this item."

Desired Settlement: I would like textbooksru to buy back my textbook for the $78 that I lost in an offer due to the company hiding the true edition of the book from me.

Business Response:

We understand the consumer’s frustration, and would like to resolve the issue fairly. Our Buyback system pricing is dynamic, but as of today, 1-25-2013, we are purchasing the US Student Edition of this book for $41.00 in check, or $43.00 in Store Credit. As a one-time courtesy, we have provided the consumer $45.00 in store credit, and have emailed a pre-paid return label for the return of the book to us. This is above the current Buyback price. We offer this as a gesture of goodwill towards the consumer. The Store Credit has been issued, and the pre-paid return label has been sent to the email address on the order (same as in the BBB complaint).  

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. 




















1/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I took two books to my local ****** office to be sent to two different book companies. The ****** companies got the books mixed up with the shipping invoices and sent them to the wrong book companies. In a matter of a week ********** offered to either send the wrong book back to me or to pay for the book, TextbooksRus would not respond to the questions to my emails and would only say that they would have a representative to contact me the following day, which they never would. This started on Dec. 20th and as of Jan. 15th, they still will not send my book back and will not pay me for my book. They claim that their policy is that they do not send books backs when you sell it to them, but the problem is, I didn't sell it to them. The other problem is, if they don't want to send it back, at least buy it from me. I checked to see how much they were willing to buy it from their website and it showed $87.00 but now they don't even want to pay me. The other book company even emailed prepaid labels that I forwarded to them and I spoke to another one of their companies that is associated with them, ******, who sent an email telling them to send the book back to me, and they still want. I have sent an email to them every single day asking them to help me with this matter. I am a single mom struggling to get through school and all I wanted to do was to get the $97.02 that the other company ********** was going to pay for this book to buy my books for the Spring semester :(

Desired Settlement: I would just like my nutrition book sent back to me. I sent them a prepaid label that they can send to ********** so they don't have to pay for anything! The other company is paying me $97.02 and I really need this for my books for the upcoming semester! I don't think this is fair for this company to treat me like this. I didn't sell this book to them. The ****** company got it mixed up and the book was sent to them and now they are keeping the book and not sending it back or paying me either.

Business Response:

We do not have any record of previous email contact from this consumer either on the email address provided here in the BBB Complaint, or on the their school email address that was used to create the Buyback. If the customer has a different email address that we should review, we will do so. We do have a record of a call January 11th. That call is our only contact from the customer that we have logged in our systems directly associated with this Buyback. After that call the Customer Service Agent left notes on her Buyback order that re-iterated what the customer has said in the BBB Complaint: “Customer inadvertently sent a buyback to us that belongs to ******. She is having a difficult time getting her book back. She is emailing us a shipping label to have her book sent to ******.”

We have no record of receiving the book the consumer mentions. The tracking number for our pre-paid label (which should be one of the “shipping invoices” she referenced) does not show as being activated by *****. That means that our label was never shipped through the ***** process.

We do not show that the book was delivered to us, and therefore we cannot return it to her. If the consumer has a different tracking number showing that their book was delivered to us, we would be glad to investigate further.