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In Louisville, Southern Indiana and Western Kentucky

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collegebookrenter.com

Additional Locations

Phone: (270) 867-0139 Fax: (866) 738-9779 3333 US Highway 641 North, Murray , KY 42071 http://www.collegebookrenter.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that collegebookrenter.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 collegebookrenter.com include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 83 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

83 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 34
Delivery Issues 13
Guarantee/Warranty Issues 1
Problems with Product/Service 30
Total Closed Complaints 83

Customer Reviews Summary Read customer reviews

4 Customer Reviews on collegebookrenter.com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

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BBB file opened: January 20, 2011 Business started: 03/09/2009 in WY Business started locally: 02/25/2011 Business incorporated: 03/09/2009 in WY
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. John Wittman, COO Mrs. Lynn Moore, Vice President of Customer Service
Contact Information
Customer Contact: Mrs. Lynn Moore, Vice President of Customer Service
Principal: Mr. John Wittman, COO
Business Category

BOOKS - TEXTBOOKS NEW & USED BOOKSTORES SCHOLASTIC PREP COURSES, BOOKS & MATERIALS BOOKS-NEW

Alternate Business Names
College Book Rental Company, LLC Instructional Materials Management Solutions, LLC

Additional Locations

  • 3333 US Highway 641 North

    Murray , KY 42071 (270) 867-0139

  • P O Box 1073

    Murray, KY 42071

  • 1
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Complaint Detail(s)

6/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from the company and as the due date approached I knew that I was not in the country to ship the textbook to the company. So I accepted the $10 extension fee for not returning the book on time. I didn't worry about the due date because I figured if I was not in the country I would just be charged another $10 which I would be okay with. But to my surprise I received an email saying 'FEE CHARGED. YOU NOW OWN A BOOK.' As I read further the email informed me I was charged $136.98 which is supposedly the purchase price of the book. I think it is a little extreme to be charged the full purchase price considering $10 is a big difference from $136.98. I don't understand how they feel they have the authority to charge me without informing me. As many college students, I rent from several textbook sites and honestly who is going to remember each textbook rental company's return policy. I'm used to company's charging a minor penalty fee but to force me to keep the book and not even allow me to return the book a day or two later is ridiculous. I don't believe it is an ethical collection practice. I don't have that kind of money sitting in my account and they did not charge my personal card but the card saved on file which does not even belong to me but a relative. I just want some sort of practical resolution that doesn't cost $**0. That kind of money can do a lot of things like pay for groceries, house bills, so the fact that a cheap rental turned out costing me like triple the amount is giving me a heart attack now. Please have some sympathy towards me. I understand rental agreements but if you are going to charge someone $**0 I think that should be written in big letters as a warning BEFORE it is likely to happen. Kind of how I was emailed 'FEE CHARGED. YOU NOW OWN A BOOK.' I don't know who would want to enter a rental agreement with this company after knowing they have a policy like this.

Desired Settlement: I would like to be refunded the $136.98 and I will accept a $10 extension fee and I will return the book gladly.

Business Response:

The due date for this rental order was 5/31/**. The due date was posted to the customer’s online account beginning the day the order was placed (2/3/**) and remained there until she was charged for the book because it was not returned. The due date was also clearly stated in the confirmation email sent to the customer on 2/3/**. The customer received return reminder emails about the due date on 5/16, 5/21, 5/24, and 5/28. On 6/2/**, a late fee of $10.00 was charged. Again, another round of emails was sent to the customer. The late charge email sent 6/2 specifically states, “Please log in to your CBR account now to print your shipping labels. If your textbook(s) are not returned and/or the prepaid USPS Return Label has not been used by the extended due date, you will be charged the full purchase price of the textbook(s).”

All charges were made in accordance with our Terms of Use policy that the customer agreed to upon placing her order. The policy states, “Late Fees: A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days. If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

 

**** *********  


 

 Like I said I was not in the country and I only saw the email on June 10th saying I own the book. Most companies when you plead with them they give you a chance to redeem yourself but this company doesn't seem to care about the students renting from them and just want to make quick money. I just want to be able to return their book because I have no purpose for it. I would never buy a book worth $**0 which is why I rent them instead. I just want to get that money back I don't mind a reasonable penalty fee but this is just too much. I feel taken advantage of and I would never buy from them again after knowing this is what they do to their customers. I went through the emails and I noticed only one of the emails mentioned the purchase price and of course it is in the bottom of the email where no one would bother to read. They emailed me again on June 9th and failed to reiterate that I would be charged the full price. I was going to extend the textbook rental so that I had time but they didn't even wait one day to charge me. Then I looked up their return policy and noticed it even said if you sent the book back after you were forced to purchase it, you will not be refunded and the book would be sent back to you at your expense. I don't know any company that not even try and negotiate with their customers. Not even offering a partial refund. This whole thing is just a big headache for me now. I just ask for a simple solution please. It's only been 3 days since I missed the deadline. Not like I missed a 30 day policy.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My sister had rented two books, for chemistry and theatre. When we got the shipment, we saw that they had shipped us two of each. Now when we looked back at the receipt we got on the email it had all four books, but the price was $96.96. We assumed they had sent one full worksheet and one empty one, since that was the case. Then when the due date came by it was March 28, 2014 (THE MIDDLE OF THE SEMESTER!). We went ahead and paid for the late fee charge to be extended. Then seeing our bill two months ager we saw that there was a fee of $319 from them. We were outraged and confused, the full purchase price for the chemistry book was $78 on their website. Then why are they charging us $319, the other theatre book was also only $25. The price just does not add up. Other websites state that they will charge an extra fee of such and such percent, but on college book renter's website it says no such thing. Only that if a book is late the full purchase price will be accounted for. Seems like they sent extra books and later charged extra for them which we never ordered in the first place!!!

Desired Settlement: They should refund the amount charged on my credit card. I did the math and no way does it add up to $319. There is some fraud going on here for they did not say on their website any other extra percentage charges wold be added.

Business Response:

This customer placed an order on 1/20/14 for four textbook rentals, not two. She placed four books in her cart, selected a due date of 3/28/14, and paid for each one. At the time the order was placed, she had the option of selecting from two due dates. The choices were 3/28/14 or 5/31/14. Each option had a different price, with the shorter term being the cheaper option.  Immediately upon placing the order, the customer was provided with a copy of the receipt, both on her screen and by email to the address she provided upon creation of her account. The books were delivered to her with USPS tracking ********************** on 1/25/14. If she realized she ordered extra books, she had 21 days to return them for a refund per our Terms of Use. She made no attempt to contact us.

Beginning 3/13/14, return email notifications were sent to remind the customer of the 3/28/14 due date. Reminder emails were sent 3/13, 3/18, 3/21, and 3/25. When the books were not returned by the due date, a late fee was charged. This charge was made on 4/4, again with email notification sent. Another set of reminders was sent by email notifying the customer that she would be charged for the books if they were not returned by 4/11. Again, no response from the customer. The books were not returned and she was charged the full purchase price. All charges were made in accordance with our Terms of Use that she agreed to when placing the order. As stated in this policy:

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Complaint: I rented a textbook from collegebookrenter.com in January for my spring semester. I received it on time and everything was great and I was happy with their service. A week before it's due date, I packaged the textbook in the package it came in and placed a shipping label on it with all the information that was provided. In the package I obviously included the textbook and the return shipping slip inside. A few days ago I got an email from them stating that they received my package, but my textbook that I had placed in there was not in there and that they were going to charge me $95 for a lost textbook that I did not lose myself. Luckily, my debit card denied the transaction. I emailed them right after I received that email explaining to them that I did place the textbook and sent it to the post office. I talked to a woman that works there online and she was so rude and told me that since they did not get the book, that it is my fault and that I must make the $95 payment. So after this, I headed to the post office and told them about my problem. They told me that I could file a complaint online from their website and so I tried. The only thing is that I could not because collegebookrenter.com does not allow their packages to be submitted under a claim. All I want is for this to be dropped and not have to pay the $95 for a textbook that I did not lose.

Desired Settlement: I want this problem to be dropped and not have to pay $95 for a textbook that I packaged and sent to the post office. I did not lose the book, So i shouldn't have to pay.

Business Response:

This customer returned her book in a package that was not properly secured. She used two small strips of scotch tape to close the box. This will not hold a book in a package. The customer was charged in accordance with the Terms of Use that she agreed to when placing the order. The return portion of the terms state: You may combine multiple orders in the same return box. Please place a copy of each pack slip inside the box and use one return label. Always use a sturdy shipping container and make sure to use packing tape (not scotch or masking tape) to seal your package. Books lost or damaged during return shipment due to improper packaging are the responsibility of the renter and subject to damage fees.

Since the box was not properly packaged and arrived empty, the renter is responsible for the replacement cost of the book. Payment for the replacement of this book will need to be made prior to June 20th or the account will be turned over to an outside collections agency.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account with this business under my old school information, that information had a credit on the account. I had changed my address to an email that I could access, which was**********************. I went under that account to access return my book, there was nothing there. The book rental information, if sent, was sent to an email that has not worked and that I cannot access, thus the change in address. When contacted, they state they are not responsible for the charges that were turned over to collections due to the fact that the that emails were sent to the prior account or **************************. I explained to them that that was an account that I could not access related to the fact that I have not been a student there since Fall of 2012. I have no issues with returning my item, but do not want to be charged for something out of my control. I asked if the information could be sent to the correct address, they said they could not do this as their system was incapable. So my question to them was if I cannot access an email account and you cannot forward the information to a correct one, then how am I supposed to know where to send, print the return label, and the delivery information if I have no way of accessing anything?? I cannot even talk to a live person to help me with this information.

Desired Settlement: 1, I would like to return this item 2. I would like the $96.17 that was turned over to collections be removed from their account. I have worked collections and I know that the business can remove this account from the collections account and tell them it was satisfied upon receipt of the book. 3. I would like the return information sent to the correct account with collegebookrenter.com, ********************** ** **********************

Business Response:

Ms. ******** rented Human Communication in Society on 8/17/2013. The return due date for this order was 12/20/2013. The prepaid return label was not created from the customer’s online account, so late fee charges were attempted in accordance with our Terms of Use policy. When all charge attempts were declined, the account was closed and turned over to a collection agency. The customer used the account she created under email address ************************* to place the order. She did not need access her old email account to log into her CBR account. She simply needed to enter the email address and her password. The return due date was posted on the customer’s account at the time the order was placed and remained there until the account was deactivated for nonpayment on 1/31/14. It is the customer’s responsibility to return the books by the posted due date. She states that she was unable to return the book because she had no way of knowing how to print a return label. Complete return instructions can be found in five places on our website. Instructions are listed under the Return Policy, Terms of Use, FAQ, Contact US, and How to Rent pages.  Our customer service department is also available to help print a return label either by email at support@collegebookrenter.com or by live chat Monday-Friday 8am-5pm CST.

The first contact from Ms. ******** about this order was at 2:04 pm on 2/19/14. There was no communication from her on 12/12/13 as stated in this claim. On 2/19/14 she stated that she no longer had access to the email account ************************* and she changed her account to email address **********************. This is not correct. She created two separate accounts. Had she updated her email address on her original account, the order would have been listed. Since two accounts were created, any orders listed under account ************************* would not be visible under account **********************.  This account was turned over to Transworld Systems (collection agency) after all attempted late charges were declined by the credit card listed on her account. Once an account is submitted to collections, CBR can no longer accept the book or payment. The complete policy, as stated on our website and agreed to by the customer upon placing her order is:

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

This account is now closed with College Book Renter and the property deemed lost. All payments must be made to Transworld Systems to resolve this debt.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

BECAUSE THE BOOK WAS UNDER THE TCL account because it is a closed account BY THE SCHOOL I would have not received the emails that CBR sent. I understand the policy and have rented textbooks and have returned them. My problem was the fact that I had no reminders and honestly thought it was under the new email that I had access too. Another issue is the fact that there is no phone number to even speak to a person about this matter. I rent my textbooks from several different providers. I had no way of knowing which business this was rented from until I received an email about return. If I do not have access to the email to respond CBR, there was no way of knowing, or even printing a return label. When I chatted online and explained this to the person, NO ATTEMPT was made to rectify this situation. I have no problem returning the book and paying any late fees and I was willing to resolve. There is no understanding of how this may have happened on their part. Very poor customer service when you cannot even speak to a person and the policies are regurgitated regardless of the situation. They are correct in the fact that I could have logged on with that old email, but when I have textbooks rented from Chegg, Amazon, etc., difficult to know where this came from without an email. And when I can't access the e-account, there was no way of knowing. I feel this business should have understood that and let me return the book. The business is incorrect in stating that once turned over to collections they can no longer resolve. At anytime they can let the collection agency know that the matter has been resolved and to close the account.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to this website to try and rent a textbook from them. They made me sign up for an account and then all of a sudden, my computer displayed an error for the website's certificate and said it wasn't valid. Needless to say, I'm glad I wasn't able to complete my transaction and put my account information in because I could of been scammed. This website is done up poorly and I feel like it sounds like a good idea and then it turns up to be a scam. I'm still trying to access the site so I can cancel my sign-up account and delete it but it still says the same thing. The website can't be verified and the certificate is for another website address not their own.

Desired Settlement: No Settlement, other than being able to delete my account from them and never use them again.

Business Response:

CollegeBookRenter.com is a secure website that processes orders daily for both textbook rentals and sales.  Security checks are processed several times a day to ensure that the site is functioning properly and that all customer information is secure. The only instance that would cause a customer to see a security certificate is when our servers detect something potentially malicious. Our system is designed to protect the site from any threat. Something about the ISP or their computer specifically registered as a threat to our system. This could by something as small as a virus on their system to malicious software that could potentially damage or shut down the site. When this is detected, a security certificate is displayed and the customer is asked to input an encrypted code. This allows the system to determine if a live person is accessing the site or if it is malicious software designed to obtain information from the site.

While it is commendable for the customer to want to protect their personal information, simply contacting our customer service department could have cleared up this issue. This customer’s account has been deactivated as requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or around November 11, 2013, I (****** *****) sold a college book back to collegebookrenter.com in the amount of $35.98. The name of the book was Pharmacology: A Nursing Process Approach and I should have received my payment a long time ago. It never came and since I saved all the documentation of the transaction, I decided to contact them today on this matter. I was told that I was not getting any money for my book because of "water damage." This is an false statement because the book was used for 10 weeks and never used again by me, I followed every single packing "tip" that I could find on selling books back to these websites and the book had no damage whatsoever. When surfing through their website, they clearly state 12 different reasons WHY they cannot accept certain books and water damage is #1 so WHY would I send them this book knowing this? They never contacted me to tell me about this "water damage" and planned on keeping my book free of charge. When I contacted them today, the customer service representative told me that they would send my book back to me for a $10 shipping and handling charge. So in order to get my book back, I am now out money and if what they say is true, they ruined my book and is now trying to blame me for it. The copy of the conversations is included below: Thanks for contacting us. An operator will be with you shortly... [******] Hello, my name is ******, how may I help you? [Visitor] My name is ****** ***** [Visitor] I sold a book to you back in November for $35.98 and I have yet to receive my money [******] Could I have your order number, please? This would be the gray # listed on your account page between the book title & the order date. [Visitor] Hello ******, We are glad you have chosen to sell your textbook(s) to CBR. As soon as we receive your textbook(s), we will inspect them to make sure they meet CBR's quality standards. When your textbook(s) pass our quality assurance process, we will issue your payment/credit within 24 hours. Buyback Order #--------- TITLE AUTHOR ISBN PRICE PHARMACOLOGY: A NURSING PROCESS APPROACH JOYCE LEFEVER KEE RN MS 9781437717112 $35.98 -------------------- Total: $35.98 Do you have any other books you would like to sell? If you have any questions, please contact us via email at support@collegebookrenter.com or Start a Live Chat (Mon-Fri 8AM-5PM CT) We appreciate your business! The CBR Team [******] WHen we receive the book we could not accept it due to water damage [Visitor] What water damage? Send me back my book then.... [******] Please give me a few minutes to research this for you. [Visitor] what are we findingout? [******] There searching now [******] Ok we do still have the book in order to get the book back you will have to mail us a check for $10 for a shipping and handling fee [******] College Book Renter 3333 U.S. Hwy 641 North Murray, KY 42071 [Visitor] No contact from your company to tell me this? Just kept my book with no regards in telling me at all? So its going to cost ME money to get my book back from you guys. Oh the BBB is going to love to hear this one.... I must be honest with you, I just finished graduated last semester and sold my books to many different sights and CBR is the ONLY site to pull this. Very unfortunate.... [******] I am sorry we will hold the book until the check is received [Visitor] That book had NO water damage when it was sent to you. It was properly sealed etc. This is absolutely wrong...

Desired Settlement: I would originally accept either my money promised by collegebookrenter.com or my book back but if what they say is now true of my book, I will not be able to sell it anywhere. Since they ruined my book, the only outcome acceptable is that I get the $35.98 I was promised per the website contractual agreement.

Business Response:

CBR received Mr. *****’s copy of Pharmacology: A Nursing Approach with water damage. Our Sell Textbooks page on the website specifically states that we cannot buy books that show signs of water damage, mold or mildew.  As stated in our Terms of Use, agreed to by the customer, “Any item(s) purchased by CBR from a seller through the website will be subject to an extensive inspection before payment will be issued. The inspection will be based on the item condition criteria that are listed on the "Sell Textbooks" portion of our site. Any received item(s) that fail to meet the criteria will be deemed "unusable" and no payment will be issued. Please carefully check your package and verify that the books you ship to CBR match the books listed on your packing slip. Due to the volume of packages received, books shipped to CBR in error cannot be returned.”

The first 90% of the book is clean with no damage, but the back 10% shows water damage and some molding. Our rental customers expect and deserve quality books free from damage. Therefore, we cannot purchase books with this type of damage to add into our inventory. Our general policy, as posted on the website, is that once a book is received in our warehouse, it will not be returned. In an effort to assist this customer, our customer service department offered to return the book to this customer, but they must cover the cost of the return shipping and handling. CBR paid for the postage for this book to be sent upon the sale of the book and is already out that cost, as this book cannot be used. Pictures of some of the damage are attached. CBR had no part in damaging this book as Mr. ***** claims. We would have no reason to do that. We want and need clean copies of this book for our inventory. Since this is damaged, it cannot be used as a rental.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

At no point am I accusing CBR of purposely ruining this book, what I am stating is that I sent CBR a book that was in clean condition, properly sealed, and delivered accordingly.  Was the person that wrote this response the person that actually checked in my book or was it someone that researched the issue?  With the "amount" of books CBR states they receive, are they saying that problems and/or accidents don't occur?  They can add pictures if they would like but it does not justify A) that it is my book and/or B) that they did not accidentally damage this book and in turn try to turn blame the customer so they are not out $35 and change.  As I have stated in my prior statement, I read every rule and regulation that CBR has on their website so for them to reiterate them as they did, in my opinion is just a waste of time.  They are trying to redirect the issue at hand which describes their ethical beliefs and background.  I understand they do not accept water damaged books, which is why in my original statement, I asked "Why would I waste both their time and mine by sending them one?"  It would make no sense.  Plain and simple, this is a company that has been in business for a while now and either one of two things are happening, 1) they are in very good standing monetarily due to unethical procedures like not abiding by contractual obligations, or 2) CBR is in such bad shape that they feel like taking advantage of a college student for $36 will save their business.  Either way, CBR runs their business in a way in which they try to blindfold issues that are addressed.  A clear shame but the fact is, they are not being honest and truthful with what happened to my book, they are just hiding behind their published guidelines in which I will say one last time, "are not in question."  I am a previous customer of CBR and up until now I have never had a problem with them.  They were the last company that I thought would take advantage of a customer over $36. As I said its a shame and at this point, its not about money, its really about the principle. 

Regards,

****** *****

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: around last January my daughter rented a book from this company that we have never received......she called to complain that the book was not received yet my debit card was charged... I disputed the charge with my bank, it took them six weeks to track and refund me the full amount.....therefore after tracking with no result and speaking with collegebookrenter.com I received a complete refund..... about a month ago I received a letter from ********** systems a collection agency

Desired Settlement: I would like not to be responsible for payment of non delivered book and for my credit not be affected by this

Business Response:

Ms. ******* placed order 11382050 on 9/6/2012. The package was delivered to *** **** *** *** ********* ** ***** via USPS on 9/14/2012. This was the address the customer provided when the order was placed. She contacted CBR on 9/27/12 stating the package did not arrive. As stated in our Terms of Use that the customer agreed to upon placing the order, Lost or Damaged Upon Receipt Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term.”

******** ******* contacted our customer service department on 9/27/12, fourteen days after the delivery date to report that the package did not arrive. She was told that the package showed delivered to the address provided. She was instructed to contact the post office for further information. She went on to state that this address was an office building and no one else would receive it. She then stated that she had already contacted the post office and was told that they knew they delivered the package, but not to her address so she demanded a refund. The post office would not knowingly deliver a package to a different address than what was on the label. She stated they confirmed delivery to another address, but would not release that address to her. The customer service representative then asked if the post office could recover the package from the incorrect delivery address. Ms. ******* then contradicted her previous statement by saying that the post office would not be able to recover the package because they couldn’t remember where it was delivered. When pressed about which statement was correct- the post office delivered to a different address, but wouldn’t release the information or they delivered, but can’t remember where they left it- she stated that it wouldn’t be a problem, she would just dispute the charges with her credit card and would get her money back. Her chat log is attached.

College Book Renter did not issue a refund for this order. Any money she received back must have been issued by her credit card company. She did not follow the Terms and Use by reporting the problem in a timely manner. At the end of rental term, she did not return a book, nor did she pay for the book. Since she did not comply with the terms listed above, her account was reported to the collection agency. The customer is responsible for this book.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used COLLEGEBOOKRENTER.COM as a cheaper alternative to purchasing expensive textbooks while completing one of my degrees. The process seemed easy enough, where I would select the textbook of my choice, the duration of the rental, receive the item, and then return it. I did in fact receive the textbook as promised. It was what I ordered and I used it the duration of the term. When I was ready to return the item, I logged in to my account at COLLEGEBOOKRENTER.COM and printed out the shipping label, returned the item to the shipping facility to be packaged and returned, and ultimately conclude my business with this company. Over the next few weeks I began to receive emails this company stating that my rental was past due. Believing that they were a result of lagging processing times, I initially ignored them. After several emails, I finally contacted COLLEGEBOOKRENTER.COM to see what the problem was. After initially being told that they had not received the item, I asked to be provided with the tracking information from the shipping label they provided. After being given this information, I found that according to the postal service the item had in fact been delivered. I again contacted COLLEGEBOOKRENTER.COM with this information to which I was told that they received a package, but that it was empty. This left me very confused as the item was packaged in front of me. The weight associated with the tracking number confirmed that the item was included and delivered. I was told that it was still my responsibility, even after I fulfilled all obligations on my in, and therein lies the dispute. COLEGEBOOKRENTER.COM has forwarded this item to a collection agency (Transworld Systems Inc.) for the amount of $92.58 which I believe to be unacceptable. If COLLEGEBOOKRENTER.COM somehow did not receive this item, then that dispute lies with the US Postal Service, and they offer insurance for that very reason. It is a claim that would have had to been filed by COLLEGEBOOKRENTER.COM as they were technically the ones sending the package to themselves (due to them providing the shipping label) I firmly believe that my responsibility ended when I turned the item over to the US Postal service. The laziness of COLLEGEBOOKRENTER.COM to attempt to pass the buck to myself, rather than filing a claim with USPS is unacceptable. The $92.58 is a nominal amount, but that is irrelevant. I fulfilled my end of the agreement. I shipped it, it was weighed, and according to the USPS, it was delivered. Only COLLEGEBOOKRENTER.COM says that I did not return this item. They need to work that out with the USPS!

Desired Settlement: I would like for COLLEGEBOOKRENTER.COM to recall this item from Transworld Systems Inc. and close this matter out. As of today, December 5th, 2013 this item has not appeared on any of the three major credit bureau reports, however it that does happen, I would like for them to work out how that will be removed with Transworld Systems Inc. Being that I am in the process of purchasing another property, if this item does appear on my credit profile prior to closing and adversely effect that process, I will expect to be made whole by COLLEGEBOOKRENTER.COM

Business Response:

CBR received an empty package from Mr. ****** on 11/26/12. On 11/27/12, we sent an email to ******************* as provided by the customer, letting him know that an empty package arrived. There was no response to this email.  The package that arrived was a thin paper envelope with two strips of scotch tape. Per our Terms of Use and Return Instructions, You may combine multiple orders in the same return box. Please place a copy of each pack slip inside the box and use one return label. Always use a sturdy shipping container and make sure to use packing tape (not scotch or masking tape) to seal your package. Books lost or damaged during return shipment due to improper packaging are the responsibility of the renter and subject to damage fees.

Mr. ****** contacted our customer service department via online chat on 12/14/12 to inquire about attempted charges to his account. He was told during this conversation that the book was lost in transit due to improper packaging and that he would be responsible for the replacement of this book. There was no further communication from the customer. The charge was attempted periodically over the next several months, but when payment was not made, the account was turned over to an outside collections agency in September of this year. Payment will need to be made to Transworld Systems, as indicated in the letter he received.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

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


 

 I wholeheartedly reject this response from CBR as inaccurate, and unacceptable. CBR in addition to erroneously stating the condition/packaging of the item, fails to acknowledge their negligence in properly following appropriate protocol in filling a claim on said items which would have resolved the matter at that time.  It is plainly lazy and  unprofessional of CBR to attempt to "pass the buck" on to consumers, and I will not tolerate being the scapegoat of their incompetence. 

 

The facts, regardless of how CBR attempts to distort them remain that according to myself and the post office, the item was properly packaged and delivered to CBR. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a notice from ********** collections on an outstanding debt with the company from 2012. I called the collection company to resolve the issue and they were going to propose a settlement to the company given I had never receive any written or telephone correspondence from.the company previously and for this reason incurred a 52 dollar charge which I feel is unfair to consumer seeing as I would have paid had I known the balance was outstanding. I proposed a settlement of 50 dollars which is more than fair for a 22 dollar unreturned book which they denied. Upon receipt of to denial of settlement I was told to call cbr by ********** to pay bill which I did only to be told to call ********** as they had my account, which no one can look upso the debt still is unpaid due to their lack of communication.

Desired Settlement: I would like them to adjust my account given I have made valid attempts to reconcile and they lack in their communication efforts.

Business Response:

This customer placed order ******** for *************, Communication Research: Strategies and Sources on 8/20/2012. The original rental fee for this book was $21.73. The return due date of this book was 12/20/2012. On 12/21/2012, we received a copy of *************, Fundamentals of Organization Communication: Knowledge, Sensitivity, Skills, Values in error. This was not the book we sent to the customer. She was contacted about this error via email on 12/26/2012. After this email notification, the customer contacted us via our online chat forum the same day to get further information about the book she returned in error. She was still responsible for returning the correct book sent on 8/20/2012. She never returned the original book. In addition to the communication about the incorrect book, the customer continued to receive reminder emails to return the outstanding book.  

On 1/14/2013, a late fee for the unreturned book was attempted. This charge was declined. An email was sent at the time of the charge explaining the late fee attempt and a request to return the book. This charge was attempted again on 2/8/2013 and 7/26/2013. Both attempts declined and the previously mentioned email was sent again.  

This account was officially turned over to a collections agency on 9/3/2013 since the book was not returned or paid for according to our Terms of Use that the customer agreed to. This policy states: 

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days. 

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.  

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.  

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.  

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.  

The collections agency, ********** *******, sent a letter to the customer in the first step of the debt collection. This letter states that the balance due to the account is $74.77. The letter provides the debtor with all information necessary to contact them to settle the debt. The letter has the customer’s information including their account number and the proper toll free number to call. Ms. ******** made her first successful call to ********** on 9/18/2013 at 11:30 am PST. During this call, she disputed the charge with the operator there. The second successful attempt to ********** was 10/11/2013 at 8:19 am PST, and a third on 10/15/2013 at 8:27 am PST. All of these contacts from the customer are time stamped in the ********** noting system. She also tried calling the ********** main office via a number she was not given on the letter she received. This call was made at 9:44 am PST. When she called this number, they attempted to transfer her to the correct department, but she hung up during the transfer.  

She has successfully contacted ********** several times, but there is no negotiating of these outstanding debts. It is clear by her initial dispute of the debt that she is not willing to pay for the book not returned and is implying that she has tried to pay this debt, but is simply unable to because she cannot reach anyone to take her payment. This is not the case at all and this debt will not be waived. As she has been told by both CBR and the letter she received from **********, she is to call ###-###-#### and provide the account number on her letter, ****************.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not deny paying but seeing as there above mentioned attempts were received by myself I do not feel it is fair, further I have attempted to dispute their charges and am unable to communicate with this company via telephone nor the can their collection agency locate me in their systems. I am not refusing to pay my debt by any means as indicated by my attempts I am simply requesting for the amount due to be discounted.

Regards,

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

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a product from this company which I did receive. However, the screen on the item had a defect and only the right half of screen was able to be viewed. I contacted College Bookrenter and they did offer to send out another device. I did receive that one, but when I received it, it would not turn on. After inspecting the item, I found the battery connection to be corroded. I cleaned it, and the item would turn on occasionally, but only after shaking the item vigoursly. This is needed for a college class and shaking this item every time I need to use it is not acceptable. I once again contacted the company. I was told to return both items and I could get another replacement sent out. I need this for class daily, so I am using the one with the broken screen temporarily. I cannot return both at the same time. I have explained this many times to College Bookrenter, but they are not willing to work with me on this. I am unable to find this produce anywhere else or I would definitely get from another company. I just want a product that works properly.

Desired Settlement: I need this item for college class daily. I would like to receive an item that actually works.

Business Response:

The customer placed a rental order for a CPS Pulse Response Pad on 8/23/13. A working device was shipped to the customer and delivered on 8/28/13. She contacted customer service stating that the device she received was unusable due to the screen being damaged. A replacement item was promptly shipped to the customer the same day and was received 8/30/13. This device was checked before shipment and was in proper working order. Ms. Powers contacted customer service again on 8/30/13 stating that the replacement device was not working. She stated that she changed the batteries in the device and there was still no power. In this complaint she states that the batteries were corroded, but she never reported that to customer service. The chat correspondence to this conversation is attached.

She then requested a third device be sent to her. At the time, there was no additional stock of this item. Since she stated both items were unusable, we asked that she return both for a refund. At this point, she backtracked and stated that the first device she received did work, but the screen was difficult to see and that she would just use it, but should receive a discount. She was given a 30% discount which was applied back on 8/30/13. She was also instructed to send back the second device she received.

On 9/4/13, she contacted customer service again asking for a third device to be sent after she was already credited. She was instructed to please return the second defective device before any additional items could be shipped. On 9/11/13, Ms. Powers generated her return label, but that label has not been scanned by the post office yet. Another item cannot be shipped until at least one of the previous shipments is returned. A replacement item will be shipped only if stock is available upon her return.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******

 


 

 First of all, I did not "backtrack" and tell them the device did not work.  When I received the first item I immediately online chatted with them telling them that the device has a large purple "blob" covering the screen.  They did send me a second device.  Once again, I immediately contacted them again telling them the second device only worked intermittently.  I told them from the beginning that I HAD to have a device for class, that sending both devices back was not an option, that I would use the defective screen device until I could receive one that works.  They knew that from day one, when this all started.  I told them to take back the discount if they would just give me a working device.   I never "backtracked" and changed my story.  They emailed me a return label last week, which I was unable to open the attachment and print.  I have now printed and will be returning the second device today.  I do believe that the second device was working when they shipped it, because it works intermittently here, but that is not acceptable when I need this every day for class.  It has corroded battery connection and only turns on occasionally.  I feel like they are accusing me of ruining these devices or something.  All I want is to be provided a working product.  Why in the world would I waste my time and make this up.  This is an inconvenience to be dealing with this and honestly I wish I never would have started working with their company. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a Thermodynamics book from CBR via their online website last August. Information for the book: Thermal-Fluid Sciences: an Integrated Approach, Stephen Turns, *************. I did NOT receive the book that I paid for. After many, many attempts to contact CBR and receive either the book- which I desperately needed for my course- or receive a refund for the money and hassle this caused me, I was ignored by their customer service department. This issue went on from August to February. After several attempts to contact customer service at CBR- which I have email proof of doing, CBR charged me $27.49 for the rental, $ 6.87 for a late fee, $24.99 to own the book. The problem is I NEVER got the book! In total I was charged $59.35 for a book that I never even got! Not to mention my credit card was charged without my permission! The late fees were docked right from my card that I used to pay the original rental fee, but without my authorization!

Desired Settlement: I feel as though I was taken advantage of and I desire to have my refund that I deserve, $59.35 on my credit card that I paid with. I will never do business with CBR again, due to the way they handled the my book rental. I can not believe that I was charged for a book that I never received. The arrogance of CBR representatives is deeply offensive and I would not recommend their business to anyone.

Business Response:

Ms. **** placed an order 8/28/2012 for Thermal-Fluid Sciences: an Integrated Approach, Stephen Turns, *************. The book was shipped to the address the customer provided at the time the order was placed. This package was shipped via FedEx Smartpost with tracking ********************. She contacted our customer service department on 9/13/12 about the delivery status. During that phone conversation, the customer revealed that the address she entered was incorrect. She entered the wrong apartment number and the wrong zip code, causing the package to be undeliverable. She was told at that time that a refund would be issued if the package was returned to us, but if it was not, she would be responsible for the purchase of the book.

The book was due to be returned on 12/20/12. She contacted our customer service department again on 12/18/12 to see if she would be liable for the book since it was not returned to our warehouse. She was told again that she would be responsible. In an effort to help this customer, the collections department quoted the customer a significantly reduced purchase price of $24.99. The original purchase price of this book was $118.00. The customer never paid for this book at the time the price was quoted. Since she never purchased the book voluntarily, the account fell into collections and the charge for this book was made on 2/18/13. These charges were made in accordance with our Terms of Use that the customer agreed to when placing the order.

From Terms of Use:

Undeliverable Shipments If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, your account will be refunded for this portion of the order, less shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, you will be charged the full purchase price of the item(s).

Late Fees A book is considered "returned" on time when it is in transit to our warehouse on or before the due date. If your textbook(s) is not in transit to CBR with the tracking provided by our prepaid return label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card may be charged a late extension fee the first day after the due date. This charge will extend the rental term for 7 days.

If your textbook(s) is not returned and/or the prepaid return label not used by the extended due date, then your credit card will be charged the purchase price of the textbook and the book(s) will be yours to keep.

You will be notified via email of any late charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.

As a condition of your rental agreement, you hereby grant CBR the right to assess late fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.

In the event that any charges against the customer's credit card are declined for any reason, CBR will provide delinquent account information to a collection agency in an attempt to recover payment for lost property. All accounts sent to a collection agency are subject to additional fees.

The charges made to this account will not be reversed. The charges were made because the book was undeliverable due to the invalid address the customer entered at the time the order was placed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[I am dissatisfied with the response because I had attempted to contact customer service representatives from CBR MULTIPLE times, in excess of 5 times. Through email, phone and online chat I had attempted to contact CBR about my claim. Additionally, I did not provide the wrong zip code or apartment building number, as CBR is claiming. The zip code and building number were correct, it was my apartment number that was off by one digit. My apartment was 214 and I put 213. Also, I took it upon myself to contact the local post office where the tracking number indicated my package was dispatched to. I talked to 2 representatives from the post office and they told me my package would have been delivered regardless of my minor mistake due to the fact that my name was on the mail box. I am deeply appalled at this situation. I have made a mistake with my address before with the book renting company *****. Their resolution process was SO much easier and did not cause me any of the headaches or stresses your company has. I have felt like a victim at the hands of a manipulating book renting company whose only goal is to make profits instead of facilitating the success of college students. The fact that I did not have this text throughout my Thermodynamics class put me at a HUGE disadvantage. I was inconvenienced by having to go to the campus library to look at the book- for which I had rented and paid for, yet did not receive. I was taking 18 credits and the whole reason I rented this text in the first place was to save me time. So, not only did CBR's negligence cost me money, it also cost  me my time and efforts inside and outside of the classroom. ]

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email saying the Intermediate Algebra (9780495831426) book I rented this past semester was being charged a fee of $84.94 due to it not meeting the quality standards of CBR. The book was not used this past semester because the professor did not require that textbook. When I received the book, I examined it and there were minor pencil marks and some of the pages were folded, but there was no damage to the textbook . As I stated before, I did not use the book and it shipped back in the same condition it was shipped to me. I am a very disappointed because I rent from CBR every semester and have never had an issue until now. I have received an email from both ****** and ***** in the Collections Department regarding this matter. I stated that I do not want my credit card to be charged and the response I received was: The charge will be reattempted until the payment is collected, or until your account is turned over to an outside collections agency.

Desired Settlement: As stated above, I did not cause damage to the Intermediate Algebra (9780495831426) book. I would like for CBR to stop contacting me, adjust my account balance to $0 and close my account.

Business Response:

We received the Intermediate Algebra textbook back from the customer on 5/7/13. During the book inspection process, the warehouse noted the presence of water damage to the text. The customer was charged per our Terms of Use policy, located on our website.

Damage Fees Fees will be charged for lost, stolen, or damaged textbook(s). Your account will be charged for the full purchase price of the item(s) at the end of the rental term.  

Each item will be thoroughly inspected for damages upon arrival at our warehouse. You will be notified via email of any charges. This email will be sent to the email address used to initially place the order containing the item(s) in question, regardless of any other email address(es) on the account before or since.  

Examples of unacceptable damages include, but are not limited to  

·        Torn or missing pages 

·        Damaged cover or spine/binding 

·        Stains on or inside the product 

·        Water damage 

·        Excessive highlighting/writing (workbooks received with missing or completed pages will not be accepted and will be charged) 

·        Any other damages that would determine the book unusable 

As a condition of your rental agreement, you hereby grant CBR the right to assess damage fees and charge them to the credit or debit card on file for the account. CBR reserves the right to charge any card on your account if the primary card is declined. Additionally, charges that are declined may be re-charged at any time and for as many attempts as necessary to collect the outstanding balance of the account. CBR is not responsible for any overdraft fees or penalties incurred from these charges.  

 

The collections department attempted to charge for this book as stated by our Terms of Use. The customer contacted them several times about this attempted charge. The customer states that the book was not used during the rental term. The damage to this book is only in the back section. Since it is possible that the damage could have been undetected by the customer, we will not continue to charge for this damage. This order has been closed from the customer’s account. 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted this company many times to dispute a book damage fee they drafted from my account days later after emailing that the book was returned to them. I ask them to postpone the fee until we came to an understanding of the book damage dispute. They drafted the money from my bank account and refused to send the book back to me as well as show me pictures of the damage book coming out of the packaging I sent it to them in. They have refused to give me a phone number and they blow me off as though this isn't a serious matter. I don't know 100% if someone in their shipping damage the book and they just charged me for it but I think that's what has happened. They are rude and not willing to help nor compromise for customer satisfaction. I am highly upset that they have charged me full price for a book for a ripped off cover I did not rip off and are refuse to send me the book or refund my money.

Desired Settlement: I want the $40.00 back for the damage fee because they have no proof and cannot show me proof of the book coming out of the package with no cover. They can only show me the book with no cover nor will they show me the package that I sent the book to them in.

Business Response:

The customer ordered rental #******** on 12/27/2012. The book was returned on 6/6/2013. Upon arrival at the warehouse facility, the book was inspected for damages. This book showed significant damage when received. There was no damage to the outside packaging and the pack list the customer included was not damaged, so there was no damage in transit. Pictures of the damage are attached to this claim. Our Damage Fee policy is found on our website. Our website terms are agreed to by the customer before placing their order. This policy sates: 

Damage Fees  

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term.  
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.  
  • Examples of unacceptable damages include:  
    • Torn out or missing pages  
    • Damaged cover or spine/binding  
    • Stains on or inside the product  
    • Water damage  
    • Any other damages that would determine the book unusable  

We don't want to have to charge you, so please be responsible with your rental! 

 

The book was returned with the front cover missing. This matter has not been blown off as the customer claims. She has contacted our offices seven times since 6/7/13. The issue was explained to her each time. Pictures were sent to document the issue. There was no need to keep outside packaging, as it had nothing to do with the condition of the book as it was received. The customer was told multiple times that the book could be returned to her if she paid the return shipping fee. She declined this, but was not told that the book would not be returned.  Since the book was returned in this damaged condition, she was charged according to the damage policy. This damage charge will not be refunded.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They have not compromised in any way and I didn't rip the cover off the book. I am not paying more for this book than what it is worth. I either want a refund or the book sent back to me. Regardless of the policy they cannot say 100% that one of their employees didn't rip the cover off the book and in their response back to me they are calling me a liar. I don't appreciate the ill treatment I have received from this company.

Regards,

**** ****** 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented one book from CollegeBookRenter.com; ORDER# 11633440. Upon returning books in a secured package, I received an email that the book was damaged and I would be responsible for an additional fee of $62.32. The email reads: Hello *****, we have received your returned rental(s) from order #********. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. TITLE AUTHOR ISBN Popular Music in America: and the Beat Goes On, Michael Campbell, *************. As a result, you have been charged a damage fee of $62.32 for your returned rental(s) as outlined in our Return Policy If you have any questions, please contact us via email at collections@collegebookrenter.com or Start a Live Chat (Mon-Fri 8AM-5PM CT) Thank you, The CBR Team. I am very upset about this situation, as I did not return a damaged book as stated. I rented the book believing that I would need it for class, and never even used it. I have rented books prior to renting this one and I have never had this problem. I am always sure to take very special care of rental books to prevent situations such as this one. Upon receiving this e-mail I tried to start a live chat within the hours stated on their website. However, there is never a operator available at any given moment in time. I e-mailed the company to the e-mail listed on their website and I have not received a response. I checked the status of the above book on their website to see what it showed. As of today, this company is showing this book as still out for rental, not returned, and past due since it was due on May 31, 2013. This company has already acknowledged receipt of the book, but still shows it out for rental. The accusation that I returned a damaged book, as well as the website showing this book still out for rental are both false. This situation needs to be resolved as soon as possible. If I had damaged the book, I would gladly pay the fee and be accountable for it. But, I did not damage this book, and should not be charged a damaged book fee for it.

Desired Settlement: I want the $62.32 to be credited back to my account and for the textbook status to reflect as returned on their website.

Business Response:

The customer ordered rental #******** on 1/14/2013. The book was returned on 6/5/2013. Upon arrival at the warehouse facility, the book was inspected for damages. This book showed significant water damage when received. There was no damage to the outside packaging and the pack list the customer included was not damaged, so there was no damage in transit. Pictures of the damage are attached to this response. Our Damage Fee policy is found on our website. Our website terms are agreed to by the customer before placing their order. This policy sates: 

Damage Fees  

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term.  
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.  
  • Examples of unacceptable damages include:  
    • Torn out or missing pages  
    • Damaged cover or spine/binding  
    • Stains on or inside the product  
    • Water damage  
    • Any other damages that would determine the book unusable  

We don't want to have to charge you, so please be responsible with your rental! 

 

 

The customer states she did not damage the book. She did not report any damages upon receipt of the rental in January. Also stated in our policies: 

Lost or Damaged  

Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item, or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term. We don't want to have to charge you, so please let us know!  

 

 

Our facility was closed 6/11-6/13 for computer system updates and warehouse inventory. Because of this, the customer was not able to reach our customer service department to help her with this issue. We are sorry that she was unable to reach us at that time.  Since no damage was reported at the time the book arrived to the customer and it was returned to us with significant damage, the charges will stand.  

Consumer Response:

I am not pleased with this response because I did not cause any damage to the book. I tried to find a contact number to call them personally to speak to them in regards to the water damage and no phone number was available. I also tried to chat and it stated that no representatives were present. I want a refund of the money charged for damages as I did not damage the book. I returned the book in the exact condition that it was sent to me.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented two books from CollegeBookRenter.com; ORDER# ********. Upon returning both books in bubble wrap, I received an email that one of the books was damaged and I would be responsible for an additional fee of $45.99. The email reads: Hello ********, We have received your returned rental(s) from order #********. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. TITLE AUTHOR ISBN The Heritage of World Civilizations, Brief Edition, Volume 2 Craig, Albert M. ************* As a result, you have been charged a damage fee of $45.99 for your returned rental(s) as outlined in our Return Policy If you have any questions, please contact us via email at ********************************* or Start a Live Chat (Mon-Fri 8AM-5PM CT) Thank you, The CBR Team I am very upset about this situation, as I did not return a damaged book as stated. I am not new to renting books, and have never had this problem in the past. I am always sure to take very special care of rental books to prevent situations such as this one. I immediately clicked the Start a Live Chat link on the email to inquire as to why I was receiving this email. I told the representative listed as “*****” that I did not return a damaged book. I said I did not write, highlight, bend, or tear any pages in this book, and there must be a mistake as to me receiving this email. The book already had underlining and highlighting in it when I received it. ***** proceeded to tell me that the above listed book had liquid damage on the upper corner on some of the pages. I told ***** I can assure there was absolutely no liquid damage on this when I packaged it, and that something has obviously happened to the book after it reached their facility. ***** said there is nothing ***** can do about this, and that ***** was very sorry. I told ***** again that this book was returned in the bubble wrapped package in the exact condition it was when I received it. Then I asked for a telephone number to speak with someone at the company about this problem. ***** told me there was not a telephone number available to contact them, all correspondence was handled by “chatting” online or email. I was not getting anywhere with the “chatting”, so I emailed the link above ********************************* requesting a telephone number to speak with someone about these false allegations of a damaged book I returned. I have not received a response. I checked the status of the above book on their website to see what it showed. As of today, this company is showing this book as still out for rental, not returned, and with only 11 days before it is late?? (at which point additional late fees will accumulate). This company has already acknowledged receipt of the book, but still shows it out for rental. The accusation that I returned a damaged book, as well as the website showing this book still out for rental are both false. This situation needs to be resolved as soon as possible. If I had damaged the book, I can assure I would pay the fee and be accountable for it. But, I did not damage this book, and should not be charged a damaged book fee or it.

Desired Settlement: This company needs to show the above book as returned in their system, and remove the $45.99 damage fee from my account.

Business Response:

Ms. ******** emailed our collections department at 3:48 pm yesterday and did not wait for a reply before filing this complaint. She was emailed the following response at 8:27am this morning.

               Order Number: ********

Dear *********

Customer support is available through chat and email.  We no longer have
a customer support phone number.  As for the damage, I personally went
and looked at the book and to me it appears the damage was done during
transit.  I have submitted the refund of $45.99.  Please allow 3-5
business days for your financial institution to process this credit.

Thank you,

******
Collections Manager

The refund for this charge was processed this morning. There also seems to be a misunderstanding about the status of the order and that it would be eligible for a late fee. That is not the case and she was not told that in any communication.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So I was charged a late fee of 108 for a late book if returned within 20 days !I returned the book I also received and email stating the book was returned a week or so ago ! So on last Wednesday I received an email stating that my refund would be to me in 3-5 days ! I still had not received it ! So this week I contacted them and was told that my refund was accepted on the 17 th .I called my bank and they had no record of a refund ! My money was refunded to a different card ,actually a gift card I no longer have ! And I was told that they can't refund my money to the correct card because the gift card has been spent and isn't expired ! I don't have the gift card so how can it be spent !!! It's the companies fault for refunding my money to a card I don't use !They charged the correct card for a late fee,but I can't get my money back

Desired Settlement: I would just like my refund back ! They made a mistake so why should I suffer ,,

Business Response:

Ms. ***** placed rental order 5164415 on 1/6/2012. The original due date for the return of this order was 5/25/2012. Our collections department made attempts to recover this text book for almost a year and she was charged the purchase price of the book on 4/2/2013. The customer states that the original credit card used to place the order was a gift card. In our Terms of Use, which the customer must agree to upon creating their account, it states:

Credit Cards CBR accepts MasterCard, Visa, Discover, and American Express. There is no surcharge for using your credit card on our site. Please provide the same number and address that is listed with your financial institution. Providing us with incorrect credit card information will cause a delay with your order. Once your order is accepted, you agree to refrain from canceling your credit card account used to rent your item(s) until they are returned. In the event that the credit card account used to rent your item(s) is canceled prior to the return of our item(s), you agree to contact us immediately.  

We were not notified that the card the customer used was not an issued credit card and were not notified that the customer no longer had this card in her possession.  

We did agree to refund a portion of the fee charged, even though the book was a year past due, if the book was returned to our warehouse.  The partial refund for this order was processed, but the customer claims to no longer have the card used.  This refund was accepted on 4/17/13 transaction number**************, authorization code ******.  When this customer told us she no longer had this card, we attempted as a courtesy, to reverse the refund and apply it to another card. The charge was declined, meaning the funds deposited to that card on 4/17/13 had already been used.  A refund was issued for this return and will not be issued again.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

****** *****

 


 

 So I understand that I accepted the terms but that still does not make sense because they did not charge my late fee to the gift card , who keeps gift cards longer than a year! And they keep stating that the funds were used I never used them I even went to the place to see if the money was in my account and it wasn't !! So in my eyes thry still owe me 70$ it's their fault for not refunding to the correct card ! If they charged my bank account for a late fee but send the money to the wrong card It makes no sense !! Thanks bbb for your help ! But I will not be doing business with College Book Renter again 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company states that 2 out of 5 rented books were not returned. Have had this issue on three seperate occasions that books were rented. I Have proof they received package (UPS Tracking Number), containing all books that were rented, and can prove poor record keeping on their part as well. They are now threatening to send matter to collection agency for not paying missing book costs and late fees.

Desired Settlement: Cancellation of late fees and book costs they are trying to recover from me. I promise never to business with them again.

Business Response:

The customer did not return two of the five books originally due on 5/25/12. The package was received at our warehouse on 5/24/12 with UPS tracking ******************. There was no damage to the package. The account was noted, at the time of receipt, that two of the five books listed on the pack slip were not included. We have contacted the customer repeatedly since May 2012, but the customer has not returned the missing books and has not paid for them. This account is due to be turned into collections, as it is significantly delinquent. Mr. ******** agreed to ours Terms of Use upon placing this order. The return of the books or payment for non-return is his responsibility.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented 3 books from this company(collegebookrenter.com) last year, It was in January of 2012. After the semester was over in may I was late sending the books back. I created the ups label and dropped the books off at ups. I got an email on last friday which was the 1st of march 2013, telling me that they have charged my card for all three books. I tried to call them on today(03/04/2013) but I could only chat with someone online. I asked for a number to speak to someone live and they told me I could only chat with them. Okay I asked ****** that's the lady I was chatting with, I asked her why was I not notified about this matter she told me they called me June of last year. They called me in may of last year and i told them that the books was going to be late and i sent those books back to them. ****** tells me there is no record of them coming back to their warehouse, well that's not my fault. Someone there or the ups has dropped the ball and now I'm responsible. I have a real problem with this because they wait almost a year and charge my card without notifying me first. Something is not right about this.

Desired Settlement: I want them to credit my card back the 300.00 they took from me

Business Response: Ms. ****** rented three books on 1/10/2012. The original due date for the return of the books was 4/9/2012. She received multiple return reminder emails before the books were due, opening two of those messages on 4/1/2012 and 4/3/2012. She made no attempt to return the books at that time. Our collections department, in accord with our late fee policy that the customer agreed to upon creating her account, attempted to charge late fees for the order on 4/10/12. The credit card on her account was declined. She was notified by email of this attempted charge on 4/10/12. The charges were attempted periodically after that time, with all attempts being declined by her credit card. Our collections department contacted Ms. ****** on 5/2/2012 by phone to discuss payment options for the delinquent account. She stated at that time that she thought the rental term was longer and she would voluntarily extend her rentals to cover the overdue fees. She did not do this. On 6/22/2012, she was contacted again about the delinquent account and stated she would ship the books back. She created her return label from the online account. The tracking generated from that label was UPS ******************. To date, this label has never been scanned with UPS and the package has not been returned to our company. The customer was responsible for the return of these books by 4/9/2012. Per her agreement with CBR, she is responsible for the purchase price of the books if they are not returned. Her credit card has been tried multiple times to collect the overdue debt. The attempted charge was finally accepted on 3/1/2013. Per CBR’s Terms of Use, the customer has 20 days from the charge of the sale of the books to return them for a partial refund. If Ms. ****** returns the books by 3/20/2013, she would be eligible for a refund in the amount of $224.42.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9447738, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In June of 2012 I told this company I would return these books. I printed the label and took them to ups, now if they never received them why did they not contact me. Why would they wait almost 1 year later and take monies out of my account. I think they should have contacted me to let me know they did not receive the books, that way I could have went back and asked questions. I don't know a lot about shipping with ups all I know is that I took the books there and dropped them off. I think someone with this company or ups didn't do their job and now I have to pay and it's not fair as a consumer.

Regards,

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

 


 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/1/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 01/08/2013 I rented a text book From CBR. It was shipped on 01/09/2013 thru Fedex and the USPS. As of today I have not received the book. I have Contacted CBR three times via Live chat. I was told the first time "It happens". The second time I was told the address was wrong and I need to contact Fedex and the USPS. I contacted the USPS service and was told by them that I needed to wait until 01/25/2013 for them to be able to look into it. I waited and contacted the USPS on Friday, 01/25/2013 and they are in the process of trying to find the book. Today I contacted CBR again and requested the shipment of another book or a refund and was told to reorder the book. Because the address was wrong they would not send me another book. I checked the address and the only thing wrong was the zip code. The address they gave me that they sent the book to was not the shipping address in my Profile. I used this same address last semester and received the books that I ordered. As far as the refund they will not issue one until they get the book back. I am afraid I will be charged at the end of the semester for a book that I have not received and therefore cannot send back to them.

Desired Settlement: Set up a Customer Service phone number for customers to use instead of Live Chat.

Business Response: Mr. ***** placed his most recent order on 1/8/13. The address he provided for this order was *** *** **** *** *** ***** ********** ** ********* ** *****. This is not a valid address. Per USPS, the correct zip code for Americus, GA is 31709, not 31014, as the customer entered. This customer has never shipped an order to this address in the past with our company. CBR shipped four orders to the PO Box address listed in this complaint. The order he references from last semester, order ********* *** ******* ** *** *** ** * ******** ** *****. All of the past addresses were delivered to Cochran, GA. He attempted to use the same zip code for another city. The post office will not deliver a package with an incorrect zip code. The customer updated their online account yesterday and changed the latest shipping address to include the correct zip code of 31709. Our online account system has a very detailed tracking system and we are able to monitor when changes are made to the accounts. There will be no refund issued at this time. If the book is returned to our warehouse facility by the postal service, then a refund will be issued. If the book is not received back at the end of the rental term, he will be charged in full for the purchase price of the book. The return of this book is the responsibility of the customer. In accordance with the Terms of Use policy, the customer agreed to:Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9398055, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****


I have spoken with the USPS today and was informed that the package did arrive at the 31014 zip code, the zip code was corrected to match the shipping address and sent on it's way.  I actually spoke to the person who handled the package, who says he remembers the package and the actions that were take to get the package to where it needs to be.  It has been two weeks since this happened and still the package has not turned up.

Business Response: Again, this package is lost within the postal system due to the customer entering an invalid address. We do hope that it is located, but if it is not, the customer will be responsible for the book at the end of the rental term.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9398055, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *****

 


Yes, the package is lost within the postal system.  The fact that CBR has refused to help in any way to locate the book screams bad customer service!  The first time I contacted them the address not the zip code, was the problem.  The second time, it again was the address not the zip code.  The third time it was the zip code.  It would have helped to know exactly what the problem was two weeks ago instead of being told "It happens".

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I payed for express shipping to get to me 2-3 three days;it's been two days from the date that it's was supposed to receive the books I try contacting them but I got no response

Desired Settlement: Money returned for shipping cost

Business Response:

Mr. ***** placed an order after our posted business hours on Friday, January 11th. As stated on our website, all orders require 24 hours for processing after the order is placed. The next business day was Monday, January 14th. His order was processed and packaged for shipment on that day. Mr. ***** selected the 2-3 business shipping day method. With this selection, his order is on time if delivered on or before January 17th. He was emailed his tracking information on 1/14 and this email was opened by the recipient on 1/15. Tracking information is also available to the customer on his online account. The tracking number for this package is ******************** shipped via Priority Mail. Per the tracking information, this package is out for delivery today. This package is on time. The shipping policy that customer agreed to states:

Ninety-five percent of orders are processed for shipping within 24 hours of the order being placed, and are delivered in the number of days detailed below, depending on the shipping method selected during checkout. Processing and shipping times are based on business days: Monday through Friday, excluding holidays observed by the United States Postal Service and UPS, such as New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Our customer service is available via our online chat or our support email as described on our website. The last contact this customer made with us was through email on 1/7/13. This was about the return status of a previous order. He has not contacted us via chat during our posted business hours.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I'm a mother of a senior in high school who is doing dual enrollment at a local college. I rented three books from this company in August. On December 15th I packed them up and shipped them in the same box they were received in after making a thourgh inspection of them to make sure there was no damage of any kind and there wasn't. On January 8th I finally received an email that they had received them in their warehouse but hadn't inspected them yet because they were to busy. On January 10th they sent me an email because they weren't able to charge me for a book they said was damaged. I contacted them and wanted to know what damage because there wasn't any when I packed them up. She said the first 100 pages of the book had water damage and couldn't be returned to their rental inventory. I explained that there was no damage when I shipped them same as above. She basically said that was tuff and to pay them. I said I would send a money order for the book and the shipping fees for the book to be returned to me since I was paying for it. It seems their policy doesn't allow this and she said the book was destroyed. I believe it was damaged in their warehouse and it's a hoax to get more money out of me. I researched other book rental places and they don't have such a strict policy. Below is a copy of *************** ******. In the event you incur a major damage fee and are charged the buyout price for the book you have the option to have the damaged book shipped back to you at your expense. You must contact Customer Service within twenty-one (21) calendar days of the day you are charged the major damage fee to arrange (and pay) for the damaged book to be shipped to you. If you do not provide BookRenter with shipping instructions and payment within this time, the damaged book will be considered permanently and irrevocably abandoned by you. Accordingly you will automatically forfeit any and all right, title or interest in the book. The abandoned book will then be recycled, donated or otherwise disposed of in a manner of BookRenter’s choosing without further notice or obligation to you.

Business Response: This customer rented four textbooks in July of 2012. The return was shipped at the end of December and received at our facility at the first of the year. This is the standard return shipping time. Thousands of books are received each day and processing of the books generally takes three to five business days to complete to ensure that all packages and books are inspected properly.  When the books arrived at our warehouse, one was water damaged. The outside shipping container was not damaged in any way, nor was any of the other three books contained in that package. The book was not wet when received, but clearly was damaged at some point. The email the customer received about the receipt of the books states that the books(s) have been received and the online account will be updated to reflect the return. It does not state that we are too busy to inspect the books. The purpose of that email is to notify the customer that the return is currently in process.  Since this book was returned damaged, the customer was charged for the book. This is in no way a “hoax” to get money from the customer. Our property is damaged and can no longer be used. If the customer had purchased this book voluntarily from their online account, the price would have been $56.07.  The collections depart made the charge for this book $45.23; the lowest possible price we could, as we will have to replace the book. There is no reason for including another company’s damaged book policy in this complaint. The customer agreed to our damage policy as part of the rental agreement, not another company’s. Below is our damage policy:Damage Fees

  • If the rented textbook is lost, stolen, or damaged during your rental period, your account will be charged for the full purchase price of the rental at the end of the rental term. Due to the volume of books we ship and receive, we are unable to return damaged books to you after they arrive back in our warehouse.
  • Each item will be thoroughly inspected for damages upon arrival at our warehouse.
  • Examples of unacceptable damages include:
    • Torn out or missing pages
    • Damaged cover or spine/binding
    • Stains on or inside the product
    • Water damage
    • Any other damages that would determine the book unusable
We don't want to have to charge you, so please be responsible with your rental!

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9376031, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I still disagree with their policy and the book was not damaged when I sent it back.  I received an email 1/5/13 saying they received 3 of the books and on 1/8/13 I received an email saying they received the one book they are claiming was damaged.  They were all packed and shipped in one box with one label.  That's odd!  The lady in collections could only tell me the inspector noted the first 100 pages had water damage and they destroyed the book nothing about the box that all 4 books came in. I sent a money order to cover the book charge but will never use this company in the future nor will I recommend them to anyone.

Regards,

***** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have used college book renter for school purposes because they provided the best prices for the books I needed. The last rental I made had problems as far as the return of the items was concerned. The customer service team was not helpful as far as my situation was concerned with trying to find my 'lost' books. The company first took $28 worth of my money without warning because 2 of 3 books I mailed back were not received, then proceeded to take $148 worth of my money without warning saying that I now owned the books. I did my part as far as mailing my books back with the shipping labels provided by this company. I was told numerous times via email and live chat that my shipping labels were never scanned at the post office and that if I didn't return the books I would not get any of my money back that was taken. I found it beyond inconvenient that I could not call this company and talk to anyone because they did not have any phone service and I could only communicate with them via live chat and email. This did not help my situation considering I have also been in contact with the post office and was informed by them that the shipping label on the books had no tracking on them at all, despite what college book rental told me numerous times. As far as customer service goes, I received no help from anyone I was in contact with. I understand that this is a business and money is important, but so is the customer's satisfaction, especially since I have used their services before AND have told other students about their great low prices. I will never ever again use this company because of their lack of customer service and dishonesty in my eyes. I finally received a call from them after I emailed again saying I would be contacting BBB about their customer service and my situation. According to them the post office lost my books and they found this out after contacting them 2 months after my books had not been received. I do not want this to happen to any other person ever again because this has been a nightmare not only for myself, but for my financially. The last payment taken from me by college book renter was all of my money and as a college student who works two jobs to go to school, this was heartbreaking, especially around the holidays. I wanted to bring this to BBB's attention so that no other student has to go through what I have.

Desired Settlement: I want nothing more than to have this company get their customer service in order. They need to make sure that they have working phone service at all times to better assist their customers. They should also send out emails before they take money out of a customer's account so that maybe the customer can be better prepared for what is about to happen. They also need a better system of checking their books that are sent and received as far as inventory goes, because I also received a book from them that I ordered for school and it was the wrong book. The only reason I would use this company again is if I received $210 worth of store credit for the charges taken from my account and the overdraft fees I encountered because of the money taken by college book renter that was not there.

Business Response:

This customer spoke to our accounting department on 1/2/13 and a refund in the amount of $170.82 was issued at that time. There is nothing more to refund to the customer’s account. The charges were initially made because the books have not been returned to our warehouse. The accounting department agreed not to hold the customer responsible for the lost books, so the refund was issued.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last week I put 3 text books in my shopping cart for the upcoming semester. I did not place the order because I wanted to shop around. The next day I received an email from CBR asking me to “come back” and to use a provided discount code for 10% off. The code did not work. I used the live chat to talk with a “*******” on Monday, December 31 about this issue. What occurred next is a comedy of errors that I could never begin to make up. First she told me that the email was sent out by a third party company that CBR had hired. She said they stopped using that company and wasn’t sure why the email went out. Next she said that the discount only applied to orders over a certain amount, $100 I believe. That was not stated anywhere in the email, not even in fine print. She then gave me a different code for 5% off, but again it did not work. She advised me log off and back on. I did so, but that caused my shopping cart to be emptied. When I put the 3 books back in, my amount owed went from $56 to $68. I used the chat service again and talked to *******. She said the prices vary depending on the day, but never took responsibility for causing the cart to be emptied or offered to set my price back at the original price. So not only did the 10% code that was emailed to me NOT work, your employee caused my cart to be emptied and my prices went UP. She then offered me a 5% discount, instead of the 10%, a classic bait and switch. This is a terrible way to treat a returning customer.

Desired Settlement: I want my textbooks priced at the amount that showed earlier, before the CBR employee advised me to log off and back on, causing my cart to be emptied. That price is $56. I then want the 10% discount that was offered to me in an email. I would be more than happy to provide that email to CBR (which I have already done) and to the BBB. Nowhere in the email does it state that I need to spend a certain amount to receive the dicsount.

Business Response:

Mr. ******** received a coupon offer for a discount on rental services. This code has criteria that must be met in order for the code to be honored. The email the customer received must be clicked through for the discount code. When this is opened, you are immediately directed to the coupon page that lists everything necessary for the coupon to be valid. This is before any order is placed. The email he received opens to page http://www.collegebookrenter.com/multiisbn.cfm?utm_source=ABCartBundle&utm_medium=email&utm_campaign=ABCartBundleemail-CBR-08062012&et_cid=24512&et_rid=316214

The page looks states:

Give us your book list to save up to 10%.Before you head back to school, be sure you get all the books you need from one company. Eliminate the stress of returning your textbook rentals to multiple companies at the end of the semester by renting all your books from CBR!Rent 4 or more textbooks valued at $130 or more to receive 10% off. CBR Coupon Code - BND10Rent 3 or more textbooks valued at $100 or more to receive 5% off. CBR Coupon Code - BND5If you know the ISBN number of all of the books you need, simply enter them here, and we will return all of your results on one page.This was explained repeatedly to Mr. ********. The pending order did not qualify for any of these discount codes.  He was offered another code that has no specifications and if he still wished to place an order, he was welcome to use that code. He claims that his cart was emptied when he added a code. Adding a code does not cause this. Rental prices change to reflect the current market values. Adding a book to a cart and leaving it there does not lock in a price. If the customer returns days later, the book prices will change before the order is placed to reflect the current rental fee. These price changes are shown before the order is placed and the customer can decide to continue with the order or shop elsewhere. This is not “bait and switch” as the customer claims. All of the coupon details were provided to the customer.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9355385, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

The truth is, the original email did not contain ANY literature about needing to spend a certain amount to receive the discount. There was no small type, no disclaimer, anything.

The fact that College Book Renter admitted that the email was sent out by a third party that they are not happy with (and no longer use) speaks volumes. It is also a fact that my shopping cart was emptied AFTER the customer service rep advised me to log out and back in to apply the new (but less) discount. When I restocked my cart with the same books, that the price went up.

The customer service agent had every opportunity to make the situation right. I may have overreacted when I called it a bait and switch, but the email did state "Come back and save 10%". Again, there was no mention of spending a certain amount to claim the discount. That came later, on a different page....a page on the CBR website even though the email was not sent out by them.

I do not like the way I was treated by the customer service rep plain and simple. I WAS a loyal customer, but the day after this incident I shopped elsewhere and will be using them for my remaining time in school....another 4-5 years. That is all I can do.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a college textbook in October of 2012 and returned it in December of 2012 on time. The order number is Order Number: ********. I received an email the other day from College Book Renter that the book was returned with damage and I would be charged 37.75. I returned the book in the condition I received it in and did not damage the book. The book arrived with what appears to be possible water damage to the inside cover of the book, but it did not affect any of the pages or usability of the book. Besides the front cover, the book was in great condition. I thought because it was a rental that some minor imperfections were normal. I contacted customer service and found out that I should have notified them within 7 days about the damage to the cover of the book. I tried to explain that the cover did not affect the usability, but just received this response: Lost or Damaged Please notify us immediately if the book you receive is damaged, or if you have not received your book and the tracking information shows that the book has been delivered. You must notify CBR within seven business days of your rental's expected arrival date if you have not received your item, or if you received it and it is damaged. If you don't report your rental as lost or damaged, you will be charged the full purchase price for the rental upon the expiration of the term. We don't want to have to charge you, so please let us know! The book was not received in a manner that prevented its use and I didn't think about contacting them about minor imperfections considering it was a rental. I feel the company has failed to define what constitutes damage and does not provide any instruction with the book upon its arrival for evaluating its condition to their specifications. I should not be charged damage fees because I did not damage the book and second the book is still very usable.

Desired Settlement: I do not want to be charged the 37.75.

Business Response:

We are sorry that this situation has occurred. We do strive to thoroughly check each book as it is returned to our warehouse and again before it is shipped to a new customer. It appears that this book was not inspected properly upon its arrival from a previous customer. Ms. ******* has now been refunded for the charges made on 12/24/12.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book Introduction to Personality Theories in July 2012 sending it to my new address. However, instead of 2178 I accidentally switched the numbers to 2187. I did not realize the mistake until mid to late August 2012 which is past the 7 days when I should have received the textbook. I had seen a refund on my credit card being placed and mistook it for the refund from CBR because my credit card statement did not list who it was from. So I assumed the matter was settled since I just shared the book with my roommate who was taking the same class. However, a few days ago I received emails saying that I needed to return the book. The book that I didn't have. I emailed them letting them know the situation but all they would do is direct me to the instructions on how to purchase the book. They didn't even send me the address to verify which address I gave, or explain why they wouldn't be able to do that even though they knew that it was me they were talking to. In other words, they would not listen to my problem at all. They just demanded more money from me and threatened extra fees if I didn't pay it by December 20, 2012 which was the return date. What I demand is one of two things along with something else that they should do anyway. They can either: 1) Refund me the full amount for the book, including the renters fee. I understand that the shipping fee won't be refunded but at least the price of the book, OR 2) Send the book to the correct address so that I can actually have the book that I paid for. What they need to do is revise their website, policies, and/or their customer service department. The website does not direct consumers to view these policies that allow them to charge all of these extra fees. Everything is streamlined so that consumers can just buy or rent the books without much hassle. That is until they are charged extra fees for fine print that is not easily accessible. The policies are just unethical and make me feel like this business has no faith in humanity, only their money. Every single policy is made so that the business can make more money while screwing over the consumers that purchase or rent books from them. This is not what a business should be about. A business should be about making money while also making the customer happy. These policies just bleed the customers dry so that the business can make the most money no matter how angry or upset the customer gets. The customer service department is even worse than the policies. The customer service department just enforces the policies without even trying to understand the consumer's side of the issue. The policies I can understand because they are there to protect the business from losing money. However, that is what the customer service department is for, so that the policies don't bleed the consumers dry. This customer service department does just the opposite. In fact, I would wager a guess that there is no customer service department and just more salesman who don't care about anything but the extra bonus they will get from getting all of that extra money. As it stand right now, I am very unhappy because I believe that the CBR's business practices are unethical and are only there to make money. On the main page they say that CBR is a "no-nonsense approach to textbook rental." and that "Renting textbooks has never been easier!" This has not been true for me and from the numerous complaints I have been reading this is not the first time. For a "no-nonsense approach" they seem to be adding a lot of nonsense just to make those extra dollars.

Desired Settlement: In summary of the above, They need to review their business practices. Period. As for me, they need to either refund me the price of the book. All of it. Not just the extra purchase fee. Or they can send me the book so that I can actually have the book that I paid for.

Business Response:

As this customer states in the complaint, he provided the wrong address. We shipped the order to the address provided by Mr. ******. Due to this error, the book was lost. The customer agreed to the Terms of Use before the order was placed. This policy states:

Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s). If the book had been returned to our warehouse, the customer would have received a refund. Unfortunately, this book has been lost in the return process. The customer is responsible for the missing property.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9340763, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I understand that due to the fine print that this is all legal. However, this is still unjust. As I have said before, it is asinine to have to pay for a book that I do not have. Even if you just refunded me the price of the full purchase of the book I would be happy. Instead, CBR just spouts out their legal fine print just so that they don't have to look at themselves and see that what they are doing is just squeezing money from people who already barely have enough to go to school. No matter what they say, I will stand on this fact and I will reject anything except for a refund, even partial, or to send another book to the proper address.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 4, 2012 I ordered two text books from College Book Renter. I emailed the same day to inform the company there was an error in the address, I was contacted by College Book Renter and was emailed with a reply to keep an eye out for the package when it entered Ellensburg,WA. The package was tracked by Fed ex and Fed ex has recorded the package made it to Ellensburg, WA, was sent out but never delivered and was therefore "returned to sender." I called the USPS office because Fed ex gave USPS the package to deliver and USPS told me they already sent the package back to the shipper. I called College Book Renter to tell them I never received my textbooks and would like a refund. I spoke with Sandy and was told my order was put into the database to keep an eye out for it when it arrived and would be refunded, but I should wait up to three weeks because that was as long as it could take for the packages to arrive back to the company. Three weeks went by and still no refund, I waited longer for leeway up to six weeks and I called College Book Renter again in October. I was told again that my order would be put into their database (a different representative) and they would notify me once the package arrived and "That these things sometimes took awhile." I called again two weeks later in November asking about books I never received and another different representative stated the books had still not been received by the company and that she would put my order in her database and that she would notify when the books would come in and that the refund would happen again soon after. It is now December and I have no textbooks, or refund. I had no control on the movement of these books, I made immediate contact to College Book Renter that there was an error in the address and they are not fulfilling the contract. I emailed December 5th about my complaint and ****** of support emailed me of their terms and agreement. BUT, the very first line of the terms and agreement reads this: Product Returned as Undeliverable: If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. The email sent by ****** also claimed since I did not make immediate contact there was nothing the company could do and that I was responsible for the books. I have the emails with the dates when I contacted College Book Renter. I emailed them again and stated I did make immediate contact.

Desired Settlement: I want my money back.

Business Response:

Mr. ***** placed an order on 9/4/12 for two textbook rentals. He contacted us after our posted business hours to report that there was an error in the address. The order was shipped to the address he originally provided before any correction could be made. He was instructed on 9/5/12 to please make contact with his local post office, as they might be able to hold the package for him to prevent it being returned. The customer contacted us again on 9/17/12 stating he was unable to contact the post office because he was out of town. At that time, the post office had already deemed the package as undeliverable. Per our Terms of Use, if the package is returned to us due to an invalid address, the customer would be refunded less shipping and processing fees. Unfortunately, this package was not returned. We have not received it. The entire Terms of Use policy the customer quotes is as follows:

Product Returned as Undeliverable If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s). Since these books have not been returned, no refund will be issued. We understand that the customer did not receive the books, but we shipped them to the (incorrect) address he provided. The customer is still responsible for these books. The due date of this rental is 12/20/12. If these books are not received by that time, or replacement copies sent, the customer will be charged the purchase price of these books.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9327556, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did make an error in the address but the return address provided by CBR was unaltered and should have been received. The package's location should be CBR's responsibility since I never received it in the first place. They have the capacity to track it, I am only able to view the package's tracking record. I called USPS after being told by CBR but when I did USPS had already sent them back to the company. Earlier this month when my refund was not made I called Fed Ex but because it was a smartpost the tracking number was only for the company and Fed Ex could not locate it. 

If USPS sent the package, Fed Ex can't track the package, and CBR can only put my order on "in their database" what more could I possibly do to ensure the package was received?

Regards,

****** *****

 


 

Business Response:

As previously stated, this error is the responsibility of the customer. The only tracking record for the shipment is the original tracking number previously referenced. College Book Renter’s property is lost due to the customer’s incorrect address. The customer is responsible for the replacement of these books.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9327556, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

No, the return address was unaltered and should have been received. Though the address of the shipment was incorrect it makes no difference when "returning to sender." This company should be working harder to find the lost books with USPS instead of blaming their customers. It is CBR's responsibility to track and manage its packages. It should have been them in the first place to contact the city's post office to insure the safe delivery of the books and it should be them locating these books now. It is completely unreasonable for a simple customer to track and manage the package for a company such as College Book Renter when College Book Renter has the technology and the man power. Furthermore, this company should have a better system so simple errors like this do not become huge issues. I have made orders before online through other companies such as Amazon, and I have never seen a company so weak in it's ability to insure a package is delivered.

Regards,

****** *****

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold a text book to this company for $15.00, I received a check #***** printed on 9/25/2012 from their account number *********, I deposited it into my account on 10/19/2012 and their check bounced as the bank said their account is closed and I was also charged $10 for a fee from my bank for presenting a check from someone who bounced a check that I presented.

Desired Settlement: I would like to have my book returned to me that I sold to them, or I would like them to send me $15.00 for which their bounced check was for and the $10. fee that I was also charged from my bank for their bounced check for a total of $25.00 paid to me.

Business Response:

This customer did sell the book for $15.00. A check was issued to the customer on 9/25/12. Due to a recent company change, this bank account has been closed. We are sorry that this occurred and another check is being issued to the customer at this time. The check will be in the amount of $25.00 to include the fees charged to the customer. Again, we are very sorry for this situation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I started a order with the co and did not finish left items in my cart. I recieved and email stating I had items left in my cart to come back and use coupon code to get 10% off. I click on the link that says check out and it takes me back to the check out and I tried using the coupon code it said it was invalid so i clicked on the live chat and the operator tried to tell me there where stipulations to it. I told her no where does it say there are stiputlations and she was saying it should say but I kept pointing out to her that it did not. then she said that it would take me to a page that showed the stipulations I told her again it does not, it took me to check out. She would not honor the 10% discount tried to brush it off with a 5% discount code.

Desired Settlement: I would like the discount honored. Along with an apology.

Business Response:

Ms. ****** contacted us on 9/7/12 to inquire about a promotional email she received. The email displays one coupon code that is available if the order qualifies. When the email link is clicked, the customer is taken to a checkout page that gives all of the coupon details. The page accessed through the link is http://www.collegebookrenter.com/multiisbn.cfm .  The page looks like:

Give us your book list to save up to 10%.

Before you head back to school, be sure you get all the books you need from one company. Eliminate the stress of returning your textbook rentals to multiple companies at the end of the semester by renting all your books from CBR!

Rent four or more textbooks valued at $130 or more to receive 10% off. CBR Coupon Code - BND10

If you know the ISBN number of all of the books you need, simply enter them here, and we will return all of your results on one page.

*Unfortunately, we can't include new or used textbook purchases in a bundled price.

The customer claims that she was not directed to this page with the coupon details. Our marketing emails are tracked by a third party company who can assess the exact dates and times the emails are opened, when the links are clicked, and the pages that the links go to. The customer opened the email several times both on 9/7/12 and 9/8/12. The link that directed her to the page referenced above was also click both 9/7/12 and 9/8/12.

Through the chat conversation with the customer, it was determined that her order did not meet the qualifications for this coupon code. She was offered another discount code to use in its place. She refused this offer. There is no way to override the website if an order does not qualify for a discount. I have attached a copy of the chat conversation showing where another discount code, which was all the coupons available at the time, was offered.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented 1 text book from this company and when i looked at my account I saw 2 charges of $35.29. I called them several times and they said that it would be taken care of and I have yet to see any changes. I returned the book the same day I received it because the software the book comes with was not in the book. I am supposed to get a refund for the book and the $35.29 for their mistake. they are avoiding trying to resolve my issue and i want a refund for both. if you send the book back because its damaged/wrong book/whatever you're supposed to get a full refund. They are a fraud and I need help getting my all of money back because its financial aid money for school. they are ripping people off.

Desired Settlement: To get my money back

Business Response:

This customer attempted to place an order on 8/23/12 for one book. She did not enter the correct CVV code (security code on her credit card) and her transaction was declined by our system. She corrected the code and attempted to place the order again two minutes later. This transaction was accepted. We, CollegeBookRenter, did not charge her twice for her order. Her bank held the funds for a pending transaction. Please see the attached credit card report for this customer. It clearly shows the first transaction attempted at 3:36pm on 8/23 authorized and captured $0.00. Her second attempt was processed and has an authorized and captured amount of $35.29. If the funds are still not released to her account, she will need to speak with her financial institution. We only charged her one time for this order.

There was no mistake made on this order. The customer rented ************** ******* ****** ********, and that is what was shipped.  We supply used textbooks and there is no guarantee that any supplemental material will be included. The following disclaimer is on our site, listed beside each book:

CollegeBookRenter.com does not guarantee that supplemental  material

 such as CDs, Access Codes, or Lab Manuals will accompany this book.

We do offer a return for refund policy where a customer can return the book within 20 days of the order date for a refund of the rental fee. This customer is eligible to do that and has been told that. A refund will only be issued once the book is received back into our inventory.  At this time we have not received the book back, so no refund has been issued.  When the book is received a refund in the amount of $29.30 will be issued. The original shipping charges are nonrefundable.

CollegeBookRenter is not a fraud and has done nothing to rip this customer off.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I mailed in a book and an access code (unopened and unused) in the same package in January 2012. They were supposed to issue me a check for both of them. I only received a check for one of them and I called several times and left messages with this company. Nobody ever called me back. I called again recently and actually got a live person. She told me that they never received the access code at first. I told her they were in the same package rubberbanded together so that is impossible. She then told me that the they would have discarded the access code, which didn't make any sense because she had just told me that they never received it. She kept telling me that it was so long ago, like I was calling the company for the first time like I was crazy to call after all this time. I explained to her that I have been calling repeatedly for the last several months leaving messages and never got a return phone call. She then told me that I had talked to representatives when I called before, which isn't true, I had taken notes about each phone call I made. At this point, I asked her if they would either refund me the money or if they would send me my product back. She again said that they would have discarded it. She was completely unwilling to help me, extremely condescending, and rude. I could see that I wasn't going to get help from her so I told her I was going to file a complaint with the BBB and she said go right ahead condescendingly. How can this company steal from their customers and then hire people like this to degrade their customers when they call for assistance???

Desired Settlement: I would like for this company to pay me for the entire amount of what I sent them and apologize for their mistake and for being so rude.

Business Response: This customer created two orders on our website to sell books. The first order, created on 1/22/12, was 6089722 for the sale of 9780805395716, An Introduction to Chemistry for Biology Students. The price we agreed to pay this customer was $15.60. On 1/29/12, the customer created another sell order with an ID of 6429866. This order contained both the book listed on the original 6089722 order, and 9780321543257, Campbell Biology. The total price for the sale of these books was $22.10, $15.60 for the original book and $6.50 for the added book. Attached is the customer’s sell history from her online account. An Introduction to Chemistry for Biology Students is a 352 page book. Campbell Biology is a 1393 page book. There was never an order to purchase an access code. We do not buy access codes. The customer sent in An Introduction to Chemistry for Biology Students and was paid $15.60 for this portion of their order. We did not receive Campbell Biology, so the customer was not issued credit for that book. This has been explained to the customer several times.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There was nothing that explained a response. It was a document that was unreadable and did not answer anything.

Regards,

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

 

 

Business Response: This has been explained very clearly to the customer, both over the phone and in the previous response.  The customer entered into a contract to sell two books to our company. They were ISBNs 9780805395716 and 9780321543257. These are books, not access codes. The customer states in this complaint that she sent in one book and one access code. We do not purchase access codes and never agreed to purchase one from this customer. She was paid for the book that we received. Since 9780321543257, a 1393 page book, was not received, payment was not issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to ********* ** *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from CBR and realized that my rental period was short by 4 days from the final of the class I was taking. I called CBR in order to get approval for a grace period and still was charged a late fee for my late return. I called the company explaining my situations and words were put into my mouth. Alleged statements on my behalf were made, statements that claimed I would return the textbook at a certain date when I explicitly never said such a thing. All my intentions were good and the person I spoke to on the phone knew the date of my final, therefore there was no way my textbook could be back at a certain date. This is an isolated incident. I have been a customer at CBR for almost three years and I have never returned a late textbook. The employees started telling me I had cursed at their coworkers and ultimately declined any services from me. All in all, they took my money when they shouldnt have.

Desired Settlement: For the extension fee to be reimbursed.

Business Response:

After reviewing this customer’s account, I do see where he contacted customer service on 7/2/12 and again on 7/3/12 to discuss his extension options. He was told at that time that a grace period of a couple days would be allowed. The account went into the collections department the day after the original due date and a late fee was charged at that time. It looks as though there was a miscommunication between the departments. The late fee that was charged on 7/30/12 in the amount of $14.50 will be refunded to this customer’s credit card on file.

Consumer Response:


I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I appreciate the final efforts that were put into insuring customer satisfaction.

Regards,

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


 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a book from this company July 2011 and it was to be sent back to them by the 16th of December of the same year. Instead of contacting me right away to let me know that the shipping carrier had sent them the wrong book or to even inform me that they didn't receive their book, they waited more than five months to make me aware of this situation. They had originally contacted me by email prompting me to get in contact with them. When I did, I spoke with a representative that told me they had received the book and that it was a mix up because they had recently moved warehouses. College Book Renter then began to hound me about their book. I replied to one email asking them if they could send the book they had mistakenly received back to me. Instead, they donated the book and when I called back their excuse for donating it was that they couldn't figure out where the book went to, but I know for a fact they could have. The other company has stickers on their book to let you know where they came from. Not to mention, their boxes are VERY distinctive! I am pretty sure they are the only book company with a bright orange box. Also, one of the representatives I spoke with let me know that they try to send the books back out to the sender, which they did not try to do. This company gave me the run around from one rude person to the next. On my final go trying to get in contact with someone at this company that will help me, I got put through to someone in accounting. She pulled my account and from the start took a hostile tone with me, which ultimately caused me to take one with her, which clearly she didn't like. She threw their policy in my face about not having to return any book to me. She was down right rude and nasty and obviously didn't like it when it was thrown back to her. She tried to tell me they contacted me, but when I asked her to share with me the first contact date she couldn't do it. All she could say was, "they WOULD have contacted [me] in December." I scoured my email and did not see any attempts to inform me that they didn't get their book until May. When I asked about trying to get the book, they told me that because of the time frame there was nothing they could do about it, but they didn't give me much time to work with. Instead of doing their jobs and getting in contact with me to receive a book that they are clearly adamant about getting back, they chose to wait more than five whole months so that they can hound and harass me about this book. I am highly upset about how this situation was handled. I am a college student and can barely make ends meat without people like this interfering. I do not appreciate the attitudes, nor the harassment and stress that came along with these non-sympathetic people. I will no longer be doing business with them because this whole situation along with these people are just something that I do not need.

Desired Settlement: I would like for them to edit their policy along with compensation for the stress that they caused me. I would like for that compensation to be the $10 shipping fee they are trying to charge me for something that is beyond my control and that I was not aware of on their behalf.

Business Response:

This customer rented a copy of *************, Campbell Biology, on 7/25/2011. The due date for this rental was 12/16/2011. The customer returned a copy of *************, Culture and Values, Volume 1, in error. It is not the responsibility of the shipping carrier to package the books for the customer.  This is the responsibility of the renter.

This customer was contacted multiple times over the last eight months in an attempt to first correct the error, and then to try to collect for our outstanding book.  All attempts to contact the customer went unanswered and charges to collect for the book were declined by the credit card company.

Our policy on returning incorrect books is very clear. It states, “Please carefully check your return package and verify that the books you are returning to CBR match the books listed on your packing slip. Due to the volume of packages received, books shipped to CBR in error cannot be returned.”  This is found in the Terms of Use that the customer must agree to upon creating an account and it is listed on the pack slip that the customer uses to return any books.

The customer contacted us in May, five months after the original package was delivered to our warehouse.  We do try to return books received in error, but it is not possible in every case. If we are able to recover the incorrect book and return it to the customer, there is a $10.00 return shipping and processing fee. The exact copy of the book that the customer returned in error in December is long gone. In an enormous effort to help her, customer service located another copy of the book returned and offered to send her that book. She would still need to pay the return shipping. Again, this is above and beyond the necessary actions for this order, as we are in no way required to return this book to her.  Since May, she has been called repeatedly at the telephone number she provided, but there has been no answer. She replied to an email on 5/30/12 and stated she would like a copy of the book back. She was given her options at that time. There was no response to this until 7/16/12 when the customer called and stated she wanted the book returned, but would not pay any return shipping fees. Not only were we offering to give her one of our books, but she is not willing to pay the return shipping for her error. 

Since our book has not been returned, the customer is still responsible for the cost of the replacement of the book.  As of 7/23/12, this fee has not been paid and our book has not been returned.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented college books from this website back in Jan on the 20th 2012 for my last school semester for the first time.......they shipped me two books.....i had to have the books returned by 05-29-2012 and i did just that.... i went on their website printed out the return label to ship items back ......i took the package to UPS .....had the UPS employee to tape the box in front on me and shipped them off.......i get a email showing they received the return and then a few weeks later i started receiving emails saying that they still had yet to receive one of the books titled Sociology Now......and i am 100% certain that i returned both books.....i immediately called customer service and spoke with a customer service agent who informed me that they would have the warehouse check the stock again for the book and that she would call me back once that had been done and that never happened....she never called me back .....i spoke with that rep on the 26th on the 28th i checked my account and see that they charged me for the book that i returned and there was another charge for 2.37 that was also on my account posted a week prior to the 99.08 purchase. The customer service department was closed for the weekend so i called Monday morning on July 1, 2012 and spoke with a supervisor about my concerns who was unhelpful and not willing to help me all....she just kept saying that the warehouse put notes in the computer that only one book was in the box and i am certain that i shipped both back and in the same box......for a company to have 45 complaints in one year tells you something about them and definitely not a good impression....wish i would have checked with the BBB before ordering from this company. all i want is money returned to my account . I returned the book and i refuse to be held liable for a book that is not in my possession.

Desired Settlement: a full refund for the book that the charged my account without my permission in the amount of 101.45

Business Response:

This customer rented two books in January with a due date of 5/29/12. One book was returned to our warehouse and checked in on 5/25/12. On this day, the receiving clerk noted the discrepancy between the customer’s pack slip and the contents of the package. The Sociology book was not in the box and no damage to the outside package was identified.  On 6/11/12, the customer was charged a late fee for non-return of the book.  When the book was still not returned by 6/27/12, the customer was charged the full purchase price. The customer was notified by email with return reminders on 5/14/12, 5/19/12, and 5/26/12. The customer was notified of the first late charge via email on 6/11/12. Return reminder emails were again sent for the Sociology book on 6/11/12, 6/16/12, 6/19/12, and 6/23/12. Each of these messages state that if the book is not returned then the purchase price for the book will be charged. The final charge for the sale of the book was made on 6/27/12 and the customer was again notified via email.

The customer first called in on Thursday, June 28th about the charge for the book.  She was told at that time that the book was not in the package, but in a good faith effort, we would have the warehouse look again and attempt to locate. This process can take several days to complete. The customer called back on Monday, July 2nd to check on the status. The warehouse was still looking into the issue, but was sure that this book was not in the package when it arrived on 5/25/12. This book was not located at our warehouse facility.

Since this book was not received, the customer is responsible for the purchase price of the book.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9115849, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *****


I returned both books to the company.....i passed the class there was no need for me to keep their book and for a company to say the heck with what the customer says after i have told them several times that i returned the book and they still charged me for it seems crazy to me. This has never happened to me before but I am sure that I will never use their company again in future. I am going to tell all my friends, classmates, co-workers and anywhere i can blast comments about this company to not shop there. If i would have seen their complaint record with the BBB before i ordered my books I would have never ordered from them. I returned both books and I don't know how many times I have to say it and its no way I am going to pay for a book I returned. The next step I'm going to make is contact the news channel and see if they can get this on television or their website especially after seeing 45 complaints from students in the last year doesn't look good for the company at all and I won't stop until the message gets out there and I receive a full refund for a book I returned.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/16/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I know for a fact I returned my book and I am being charged late fees for it. Their taking money out of my bank account even though I have called and made them aware of my problem. I returned the book over a month before it was due. I know I returned it because I wouldn't have any need for it other wise. The lady kept me on hold to speak with a manager for a very long time. I felt that they didn't care rather the book was lost in the mail or not. They just want me to pay full price for a book that I sent back to them. They were not trying to fix my problem. The fact that now my bank is going to be in negative funds for this is going to have to make me pay a charge for the negative funds. This is ridiculous! Over a book I sent back. I have never been so disrespected in my life. I think since I am young they are doing this to me. I am hurt and I am disturbed. Then the lady tried and made it seem as if I didn't get the address to the place because its only on the return labels but you can clearly type the name of the place in google and it will show you the address.

Desired Settlement: If you were in this situation what would you want to happen? I think that as a college student being in debt is already a problem and to add to the debt of a college soon to be senior is very extreme.

Business Response:

This customer rented a book on 1/23/12 and that book was due to be returned by 6/1/12. The customer was emailed return reminder notices on 5/17/12, 5/25/12, and 5/29/12. When the book was not returned, she was charged a late fee of $9.52. This charge did not occur until 6/12/12, which allowed the customer an additional 12 day grace period. 

She called into customer service on 6/12/12 to inquire about the charge. At the time of the call, the customer had not generated the prepaid UPS return label from her account for the return. She claimed that she returned the book in its original package around 5/10/12, but provided no explanation about how the return postage was paid since the prepaid label was not used.  Also on 6/12/12, the customer generated her return label (even though she stated she returned the book a month prior). The tracking for this package via UPS is ******************. Please see attached tracking details provided by UPS. This shows that the package was not taken to UPS until 4:37 pm on 6/14/12 and it was delivered to our warehouse 6/18/12. It was successfully processed and checked into the customer’s account on 6/19/12.

It is not clear how the customer had the book to return on 6/14, two days after this claim was filed, where she states, “I know for a fact I returned my book and I am being charged late fees for it.” Since this book was shipped back well after the due date, the late fee will not be refunded.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 17, 2012 I ordered my Trigonometry book that I thought I would be using for the summer. The card that I used to order my book was no longer valid, since I had switch bank accounts. Once I found out that I no longer needed the book since I wasn't taking the class any longer, I returned the book and was supposed to be issued a refund. I realized that the bank card that was used was closed out, so I proceed to contact CBR to advise that I no longer was associated with that bank and if it was possible I could provide updated bank information to receive my refund. I spoke with a representative who told me that they would send the refund to my card. I told her that the transaction would reject because I no longer had the account. She transferred me to ***** who was in Accounting who told me that I had to handle it with the bank. The rep then advised that it was something I had to handle with my bank to see if they could handle the problem. I contacted my bank and spoke to ******* who advised that the transaction would reject because the account is closed. She agreed to conference CBR to advise them of this information. I called back and asked for ***** who transferred me to ****. **** started questioning me why would I cancel my account when I had a book to return. I advised that wasn't any of her business and that it was unethical for her to question me about my previous bank. I closed my bank before I knew that I was returning the book. **** told me that this issue is handled with my bank and there is nothing that she can do. I asked if it was possible for them to send a check instead, she told me no. I then asked for **** to speak with ******* (bank) who was also on the line to get the matter situated. She said "I'm not speaking to the bank because this isn't my problem" I asked to speak with a supervisor, ****** who was the worst. ****** spoke with ******* and started asking her questions to see if she was a legitimate bank. A number that she wanted, ******* didn't have so ****** said that she wouldn't do anything. She said if they could provide the information that they would credit as a CBR credit, but wouldn't necessarily give my money back. I told ****** that I no longer needed the company because I wasn't renting textbooks, since I'm not taking classes. ****** eventually hung up in my face because this wasn't her issue anymore. This company disgusts me

Desired Settlement: I am requesting my refund of the money that I gave to the company for my book. There should be other accomodations for issues like this, like issuing a check. I spent over 40 minutes on the phone with CBR just to get hanged up on. I wasted a lot of time and energy to get my refund back and this could've been easily resolved instead of getting the run around and not trying to assist. Hanging up in a customer face is very unethical and disgraceful.

Business Response:

This customer rented a textbook on 5/17/12 and returned it for a refund on 6/8/12. A refund was processed 6/11/12 to the credit card used at the time of the initial transaction, and the return payment was accepted by that financial institution.  When this customer created her account, she agreed to our terms and conditions which state that once an order is placed, the customer agrees to refrain from cancelling the credit card used for the duration of the rental term.  Ms. ****** did not comply with this.

When Ms. ****** contacted our accounting department, she was given two options. The first would be to process the refund to the original card. Her bank would then issue her the payment or would reject the transaction. If the transaction was rejected, we would be able to verify that the card was indeed no longer active and issue payment in another form. The second option was to give the customer CBR credit, which is our company’s equivalent of store credit.

Neither of these solutions was satisfactory to Ms. ****** and she began screaming at the accounting representative. She was asked four times to stop yelling or the call would be ended.  After the fourth request for her to stop was unsuccessful, the call was ended.

The customer wanted a check mailed to her instead of receiving a refund in the same form payment as the initial purchase.  This is not allowed and is mainly for the protection of our customers. We have no way to verify with all certainty who is calling and requesting this change. Therefore, we only allow refunds to be credited to the original card used or in the form of store credit. This is the same policy most major retail and online companies follow.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9074517, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 The terms and conditions were not listed as that, they just changed them based on this issue.  It is very inconvenient for me,  the customer to be given a store credit when I have absolutely no use for the company. EACH and every representative I spoke to was rude, hence why I was  speaking in that manner over the phone. Again, I am requesting my CHECK since I gave the company my money, it is only right that I receive my money back.  Even though it is a small amount, the principle still remains. Also, not a lot of companies use the method of "store credit." It is ethical for the company to provide the customer their money and if not the business morals are shady just like this company. I even reached out to the Vice President of the company and left a message for her to return my call to assist with this matter. I NEVER received that phone call back -- lack of business morals and ethics. If the Vice President lacks customer values, then it is definite that the employees beneath her will lack values as well. I am very disappointed with this company and loathe the time that i even took to make this purchase. This has taken a lot of my personal and work time. I've verified everything that needed be to receive my refund. Funny how no one verify anything when making the purchase..simply hassle free, but when it is time for me to receive what is owed to me, it becomes a problem.  Again, I would need my money provided to me in a timely manner.

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Order 2 books from the company and the 1srt book receieved was brand new and the 2nd book received was in mint condition (wrinkle pages, pages stuck together, multiple signs of water damages). Company or associate shows no sympathy to the customer and long delays in response to customer care. They trick or scam customers that order more that one book at a time by sending 1st book is best conidition and the other in not the best condition, knowing customers will not know to return book if in bad shape so charge customer full price when returning. I understand that their policy, however I trusted their judgement in sending the books was in good condition and the book I rented was never used was still in packaging since class was canceled, and I was unable to return in during the grace period for a full refund prior to due date. The associate that I was in communication with through e-mail showed no sympathy or professonalism through e-mail.

Desired Settlement: I would like a refund for the fee I was charged for damaged books.

Business Response:

This complaint has been settled. The customer has contacted the collections department several times and the customer now understands why the charges were made. Please see attached email correspondence.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sold five books to collegebookrenter.com on January 8, 2012, and processed three books in one order, and two books in another. Since I was away at school my mother sent all five books with proper paperwork in one box which was shipped a week later. For the first order I was compensated $120, which was delivered to me about a month and a half later. For the second order I was promised $76, which has yet to be delivered as of May 7, 2012. I have called the business since February about it to no avail. The business is saying that they have never received the books and they can do nothing, but I know for a fact that they have them because all five books I sold were sent in one box, and I was already compensated for the first order (sent in the same box as the second order). I am a 19 year old in college, and I worked all last summer to be able to afford those books, and I feel that I should be compensated for the books I paid for and sold to them.

Desired Settlement: An apology and my money.

Business Response: This issue has been resolved. The missing books were located and payment issued on 5/15/12.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned the books I ordered in the same condition I received them. ... Not according to them We have received your returned rental(s) from order #*******. During our inspection, we found that the following textbook(s) do not meet CBR's quality standards and will have to be pulled from our inventory. As a result, you have been charged a damage fee of $60.00

Desired Settlement: Refund the amount that has been unjustly charged

Business Response:

This customer rented three books from our company on 1/9/12. All three books were returned to our facility on 4/11/12. During the inspection process, one book was deemed no longer usable due to excessive damage and the customer was charged accordingly.  The customer called into the collections office to dispute the damage charges. At that time, he claimed the book was damaged when it was received, but he had not reported the damage upon arrival. He stated that he had taken pictures to document the damage. The agent asked that he send those pictures and she would make an exception to the damage not being reported at the time of the rental. He refused to send them.  The damage charges were issued because the book was shipped back in a severely damaged condition and the book is now worthless.

Consumer Response:


 The book was returned in the same condition received.  The book is 100% usable.  This is a just a quick way for a illegitimate business to thieve 60 more dollars. I have read many reviews and complaints and this wouldn't be the first time this company has lied.

Attached is a picture of the book

Business Response:

The customer contacted our accounting department again on 4/27 with the pictures he had and a refund was issued on that day. We received an email form the customer on 4/30 stating that he was withdrawing the original BBB complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had placed an order with CBR back on August 22. When I placed the order, my roommate gave the wrong unit number for our new apartment. When I called their customer service department the next day I was told there was nothing they could do since the order had already been placed. I would have to wait to get the tracking numbers and called USPS, UPS, or whoever would be delivering the books and tell them the issue. For one of the books (a Human Anatomy textbook) I got a tracking number for it after it had been returned to sender. So I called CBR to see what I could do. They told me to wait a few days until it made it back to the sender, I would get a refund, and then I could reorder the book. So I waited for over a week and nothing happened. I called numerous times, as their records indicate, and was continuously told that it was still in route or that the third party had yet to report that they had received it. Now they are telling me that since they never received the book back I will be charged the full value of the book, which is over twice what I paid for it, which was roughly $70. However, when I called the post office, they said that it got back to the town it was shipped from. Since the package did not require a signature they can’t say 100% that it got from the post office to the warehouse, but that’s as far as their systems can track it. CBR continues to say that there is nothing more they can do and I’m still responsible for the book. I had gone out to a different rental site and paid for the same book since it was already two and a half weeks into the semester and I was still without the book. This put me out another $70. Today I was charged the full value of the book, so on top of the original $70 I paid I was also charged $236.45. This totals more than the book is worth. According to the McGraw Hill website, the textbook’s retail price is $252.39. I find what CBR is charging me to be completely unfair since I did everything in my power to rectify this situation from the start.

Desired Settlement: To receive a refund for the book I never received would be the ideal scenario. However, at this point I am even willing to take the $70 loss.

Business Response:

This customer did place an order for three books on 8/22/11. On 8/23/11, she contacted customer service because the street address provided at the time of the order, **** ** ****** *** ***, was incorrect. The correct address was **** ** ****** *** Unit D3.  By the time the customer called, the order was processed and could not be changed. Two of the books were able to be rerouted to the correct address, but the now missing book was not. It was deemed undeliverable by the post office.  The tracking for this package is **********************. Nothing in the tracking shows that the book was returned to the sender or that it was ever delivered back to the shipper. Please see attached shipping information.  Ms. ******* was notified on multiple occasions that she would be responsible for the book if it were not located. She was also told that a refund for the rental would be issued only when the book was returned. To date, the book has not been received. At the time the order was placed the customer agreed to the following Terms of Use:

Product Returned as Undeliverable
If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

 

We are sorry that the book has not arrived, as we do not wish to have to charge her for the book, but it has not been returned to our warehouse.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I rented a Campbell Biology textbook from College Book Renter on 1/11/2012 for $57.08 (order #*******). I had selected the premium shipping option for a 3-5 day delivery and quality assurance that my package would be delivered in satisfactory condition. The package was shipped through FedEx on 1/12/2012, however, the shipping address on the package had the incorrect city and state. The book was delivered to the *********, PA post office facility on Jan 18, 2012. Because of the incorrect address, the package was immediately returned to the sender that same day. After not receiving my package, I called the company to note the problem (1/31/2012). I spoke with a representative named ******* who assured me that the company would cancel the payment for premium shipping and send the book to me at my school address as soon as it was returned. According to the tracking information, the package was shipped via FedEx and arrived at a local post office in *******, TN on 1/21/2012 where its status was declared as "in transit." On 2/27/2012, the activity of the package was declared "unknown." After nearly two months of waiting for my shipment, I followed up again with the company to cancel my order. I was displeased with their services and their customer service approaches. I had already finished a quarter of my semester, and it was a waste of money to have the book shipped at that point. I spoke with ***** on the phone (3/13/2012) and she told me I did not have the ability to cancel my order because the book was not yet received. She also told me that I would be responsible for sending another copy of the textbook (approximately $150) to the company if my shipment was not received, even though I had never been in possession of the original textbook from my order. Although I selected the premium shipping option, the company put no insurance on the book, and therefore claimed me "liable" for this lost package that I had never seen. I called the FedEx company and spoke with a representative named ****, who told me that it was necessary to contact the United States Postal Service. I followed through and spoke to a representative named *** from the *********, PA USPS branch. I filed a documented case claim on the package (case #***********), but was unsure about its validity since the company claimed that the package was not insured. She advised me to file a complaint with the Better Business Bureau. I am very displeased with the services provided by College Book Renter, especially the handling by customer service representatives from the company. I hope this file will help to resolve all of problems that this company has presented.

Desired Settlement: There is no reason that I should be fined or deemed responsible for a package that was never in my possession. If the return address was correctly printed on the package, there is no excuse that it should not have been sufficiently returned to the sender. I want a full refund of my purchase (a total of $57.08). I also should not be liable for submitting a replacement textbook for a mistake that was not in my control. I want the entire order canceled and for the business to take responsibility for their mistake.

Business Response:

Ms. ******** rented a book from our company on 1/11/12. The address she provided for the shipment of this order is:

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

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

The book was shipped to ********** PA because that is the address the customer gave. It was shipped via FedEx Smartpost on 1/12/12 with tracking ********************. She called and left a message with our company on 1/29/12 stating she had not received her book. We called her back the morning of the 30th to verify her shipping information and had to leave a message. She returned that call on 1/31/12 and did speak with *******. Ms. ******** informed us at that time that the wrong address was entered on her account. The correct city and zip code should have been State College, PA 16801. She was told during that call that IF the book was returned to our facility, we would refund the cost of the rental, but not the shipping fees. Shipping charges are never refundable. Ms. ******** stated that she still needed the book and she was instructed to place a new order with the correct shipping address. We do not reship any books returned due to invalid addresses, but do refund the rental cost when/if they are returned.  As of today, 4/26/12, the book has not been returned to our facility. The customer is responsible for this book and its return to our facility, as stated in our Terms of Use that the customer agreed to upon creating an account with our company. It states:

Terms of Use for CBR

Product Returned as Undeliverable
If an item(s) rented through CBR is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/4/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company basically gains profit from poor college students when they have the opportunity to. I say this because I received a book from a 3rd party,and I received it in a bad condition to begin with,and because I didn''t notify them, I WAS CHARGED $127.81. That is totally not fair. Why would this company even send out a book to someone if it was already partially damaged to begin with? I don't even think they have on file what condition the books are in before they send them out. Because that''s just a loophole to gain profit off of poor college students. I am NOT pleased with the way that this company decided to handle this matter,nor am I pleased with ****** the representative from the damaged dept. She was not sympathetic to my issue,and she was very rude. I will no longer conduct business with them because I truly feel that they are out to take money from students who already have a hard time in college. I am very frustrated that I was held accountable.

Desired Settlement: I was the one charged $127.81

Business Response:

This customer returned the book at the end of the rental term in damaged condition. The customer has contacted the collections department on several occasions to dispute this charge. She claims the book was received in damaged condition, but it was not reported until after the charges were made. The customer then called her bank and told them that her credit card had been fraudulently charged. They contacted us and learned that the charges were completely legitimate and would not reverse them.  The collections department tried several times to speak with Ms. ********, but each interaction with this customer ended with the call being disconnected because of the foul and abusive language the customer was using.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company advertises a textbook buy-back program where they will provide merchandise credit or cash to buy back old textbooks. I decided to take advantage of the program and requested a mailing label to send my textbook back to the company. On 3/5/12 I mailed my textbook to the company through the US Postal Service. After checking in with this company multiple times over the next several weeks, they were not able to tell me whether they have received my textbook and proceeded to tell me that they receive "over 5,000 books a day" and that it may take a while to get to mine. My last e-mail was on 4/2/12 where I requested a resolution to this issue. The response I received was that there was nothing they could do, but that they would provide me with a receipt to take to the post office to take it up with them. I never received a receipt from this company.

Desired Settlement: I would like to receive store credit so that I can rent my next textbook through them.

Business Response:

The receipt for this sellback was emailed to the customer on 4/2/12 and again on 4/9/12. The book has since been located at the post office and payment has been processed. Mr. ****** should now see this credit applied to his online account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented 2 books from college book renter. There policy states that they pay for books to be returned all you have to do is print off the label and ship it through ***. I printed off the label which they have record of and then I shipped through *** as instructed. On March 16 my checking account was debited $282.51, without my permission for books that they said were not returned to them. I called the company on Friday at 4:30pm eastern time, and told a representative the problem. She took my number and said she would get back to me and never did. I called again on Monday the 19 at 12:08pm eastern time and I was told the the tracking number wasn't scanned. I don't think that I should be responsible for their selected middle man company losing my package during shipping. Also, the lady whom I talked to on Monday said that this same situation has happened many times. And I now see that they have had several shipping issues in tha past that are all on a review website.

Desired Settlement: 282.51

Business Response:

This customer did rent two books from our company on 8/26/11. Both books were due on 12/20/11. The customer did generate her prepaid *** return label from our website on 12/14/11. These books have not been scanned with *** and *** has no record of ever receiving the package. The return tracking number on the label the customer generated is ******************. When the books were not returned after the due date, the customer was charged a late fee of $29.99. This late fee changed the due date of the books to 1/26/12. The books were still not returned at this time, and the books were sold to the customer on 3/16/12.  The sale price charged was $282.51. When the customer first called in on 3/16/12, she stated that she printed the label and took the books to the parcel service listed on the label.  She was then transferred to the accounting department, who made the charges, and she told that representative that she printed the label and then sent the package with her mother to give to a *** pickup person at her place of employment. She was told at that time that we would do some research with *** and would call her back. The accounting department tried to reach Ms. ******* on the morning of 3/19/12, but did not get an answer.  She did call back in on the afternoon of the 19th to see what had been found. After contacting *** and making a check with our warehouse, neither could locate the books nor have any evidence that the package was shipped.  When *** picks up a package, they scan the package into their system. The tracking label that we provided to the customer has not been scanned to this day. Unfortunately, there is no evidence that supports that the books were returned to our facility.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8963447, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

With All Due Respect,I do not agree with this response. First of all, I was unaware that College Book Renter took money out of my account on another occasion or I would have reported that too. I don't understand why this company thinks it is okay to just take money out of people's account without warning them, or even trying to get in touch with the customer before doing so. Regardless of the situation, I NEVER got a call from College Book Renter the morning of March 19th. The only call that I got from them on this day was a call back after I had called them because my phone call had dropped. I did call right back therefore I do have a message from some guy that works there.             I am very upset with this company because they are just trying to do and say this that will cover their butt. I know for a fact that those books were received by a worker of ***, and not only that College Book Renter has record that I printed off the label on December 14th. Why would I have printed off the label, if I had no intent on shipping the books back? Whether or not the package got scanned is beyond me, but I don’t think that it is fair that this company took $282.51 from me, not only without my permission or without trying to resolve the problem, because the error is clearly with ***.             The ending statement was that there is no evidence that the books were returned, but there is no evidence that I didn't send the books back either, so why should what this company said be right and what the customer says be wrong. I read reviews on this company once this happened, and this type of problem with shipping did not only happen to me, but it happened to other people as well, so clearly this is a problem. Also, I had spoken to a lady representing College Book Renter and she assured me that this problem has happened in the past.            But I am not about to sit here and just down talk this company, I just wish that I would get my money back from this company, and once I return this Geology book back. I WILL NEVER EVER EVER DO BUSINESS WITH THIS COMPANY EVER AGAIN! And if I would have known this earlier they would have never got my business a second time. 

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

Business Response:

In the follow up to the original complaint, the customer states that she was unaware that a late fee was charged. The customer was sent an email detailing the first late charge on 1/16/12 at 8:01 AM to the email address provided,*********************.  This email was opened, as we received a read receipt back for this email on 1/16/12 at 9:37 AM.  Please see attached copy of recent email activity for this account as well as the content of that email describing when additional charges would be made.

When a customer creates an account they must agree to the terms of use before they can proceed.  This is the Late Fee policy the customer agreed to:

Late Fees
If your textbook(s) is not returned or in transit to our warehouse with the tracking provided by our prepaid *** Return Label from your account by the last day of your rental period, then your rental is considered overdue. Your debit or credit card will be charged a late extension fee the first day after the due date.

If your textbook(s) is not returned and/or the prepaid *** Return Label has not been used by the 15th day after the rental's due date, then your credit card will be charged the purchase price of the textbook(s), minus the extension fee. Due to the volume of books we ship and receive, if you ship your book back to us after you are charged the purchase price, we will be unable to return it to you.

You will be notified via email of any late charges.

As a condition of your rental agreement, you hereby grant CBR the right to assess late and damage fees and charge them to the credit card on file for the account.

* In the event that any charges against the customer's credit card are declined for any reason, CBR reserves the right to initiate criminal charges.

 

Again, the label we provided has not been shipped via ***. Please see attached tracking information provided by ***.  What this shows is that a label has been created, but it has not been received by ***.  This is the evidence that the books have not been returned.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8963447, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 I still am not in agreement with this. Regardless, of if the email was listed as read or not. I flick through emails all the time like that. That does not necessarily mean I read it. Is that my fault, absolutely, that is why that isn't the situation at hand. The fact that the package was not scanned is not evidence, nor is it my fault. I don't work for ***. I don't know any of their protocol. All I know is that instructions were to me that I had to print off the label and ship it through ***, which I did. So again why is it my fault that your middle man must not have done their job. This company is quick to try to pull up things, but you are going all the way around this question: WHY IS IT THAT I AM RESPONSIBLE FOR DOING AS INSTRUCTED? If you can prove to me that the package was not handed to a *** representative at **** ****** **** *********** **** *****, then I will just accept the money as a lost. All you keep saying is that I didn't do something and you have absolutely no proof that I didn't do this. I am getting just as frustrated as everyone else with this company, and as I said before once this GEOLOGY book is returned the same way that the other package should have been returned I will no longer use this company, and I am also writing reviews, and letting everyone know that this company is full of scams.  

********* *******  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Dec. 10, 2011, I requested a buyback quote for a book through College Book Renter's online service. I then proceeded to ship out my book the following Monday, Dec. 12, 2011. As of now, it is March 15, 2012, and I have yet to receive payment for the book. I began e-mailing CBR around mid-February to ask about the status of payment for my book, being that I also shipped out books to ecampus.com and TextbooksRus a couple weeks after, but have already received payment from them for my books. CBR just wrote back to say that the book has not been received yet and that they are receiving thousands of books daily. Fair enough. But then end of February, I e-mail again, and receive the same response. Now it's mid-March, and I e-mailed them yet again, asking for an estimate of how long the process usually takes them. 3 months, I think, is really excessive, but as long as I get a time estimate of how long it usually takes, then at least I have an idea of how long I need to be waiting for my payment. So I sent an e-mail asking for either payment for my book (which is only $7.80), or an estimate as to when I should expect payment. I did not receive an estimate, but just the same response I've been getting, that my book has not been received yet, and that CBR receives thousands of books daily. That doesn't really tell me how long the process usually takes.

Desired Settlement: I want either my $7.80, or my book returned. At this rate, it'll probably take them another year before they'll finish processing the "thousands of books they receive daily," so it may just be quicker to pay me what is owed to me.

Business Response:

We are very sorry for the delay in the receipt of this book into the system. Apparently there was a computer error stopping the payment of this order even though the book was received.  A new sellback, 9909049, has been created and payment issued. The new sellback price for the book is $10.00. This has been transmitted to PayPal under transaction ** ******************

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8959723, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** ***

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 02/24/2012 I ordered a book through this service. Less than a minute after I hit submit, I realized that I had ordered the same book twice. I called the company immediately, and spoke with a *******. She informed me to let the book ship out, and call them back when I got it to return, and my fee's would be returned to me. On 03/02/2012 I realized that I still had not received the book. Collegebookrenter.com said that it was still processing, and had not shipped yet. I decided to chat with a Representative named *****, and she stated that it had indeed shipped, and had been delivered. I informed her that I had not gotten it. She told me that it was my problem, since it says delivered. I inquired about the return of my shipping fees, since I had given them plenty of notice before it initially shipped. She said they would not be refunded. I asked for a manager to call me. A woman named **** called me, and was extremely rude and unhelpful. This company is nothing but crooks.

Desired Settlement: I would like a refund for the ENTIRE amount, including shipping, to my Mastercard.

Business Response:

This customer placed order 8718813 on 2/22/12 for AMERICA AND ITS PEOPLES: A MOSAIC IN THE MAKING. Then on 2/24/12 the customer placed order ******* for the same book. He did call our company on 2/24/12 in an effort to cancel the order. As stated on our website, once an order is finalized, it cannot be cancelled or changed. We do make every effort to honor these requests  when asked to do so, but there are times when it is not possible. This order was one of those cases. As soon as this order was placed, it was assigned to a partner warehouse for shipment. Once this assignment has been made, the shipment cannot be stopped.  The customer service representative that he spoke with stated that the book would be shipping and that it could be returned within 15 days (by 3/12/12) for a refund of the rental charge. The shipping charges are nonrefundable.  She also sent the customer an email detailing the return process that also states return shipping in nonrefundable.  The first book was shipped via UPS with tracking ****************** and was delivered 2/27/12. The second order was shipped via UPS with tracking ****************** and was delivered 2/28/12.  The customer spoke via chat with customer service on 3/2/12. Attached is a copy of that conversation.  The customer service representative was courteous and professional throughout the conversation.  The lead then called the customer, per his request, to try to explain the situation further.  The customer yelled and used inappropriate language with the phone representative continuously throughout this call. At this time, one copy of the book can be returned by 3/12/12 for a refund of the rental price. The amount of this refund will be $31.59. The customer can print the free, UPS return label from the online account, as described in the email he received, for the return of the book.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8940529, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 This is a terrible customer service issue.  When I spoke with a representative on 02/24/2012 she informed me that the ENTIRE amount would be refunded. I'd also like the recording of the call pulled where I "yelled and used inappropriate language."  That is a bold-faced lie, and I will not tolerate slanderous comments from a company that supposedly cares about its customers. 

Business Response:

The phone representative told the customer that the entire rental fee and any applicable taxes would be refund, but not the shipping charges. These charges are nonrefundable for returns. She stated exactly what she provided in the email to the customer on the same day. The copy of the email is attached.

We do care for each of our customers and strive to give them the best possible experience with our company.  There have been no slanderous comments made, only a truthful account of the communication between the customer and the customer service department.  

As stated in the previous message, the customer had until 3/12/12 to return the book for a refund of the rental charge. This book was shipped via UPS on 3/12/12 by the customer and is in the process of being refunded now.  The refund is in the amount of $31.59.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8940529, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

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

 


 

 I still am not being given what was told to me. This is unacceptable business practices. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/15/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had ordered an Economics book and when I tried to return it they told me they didn't have the book on file and they didn't see that I had rented anything. I called and asked them to make notes on my account that I was trying to return the book and if they figured it out to please let me know so that I could return it. Several months later I received a charge for $88.35, when I called to ask what the charge was for they told me it was for some Spanish book (which I never ordered) and that they couldn't remove the charge. I let them know that maybe it was for the Econ book and they still didn't have it on record. Finally someone called me back and said that they had made an error and charged me for the incorrect book. I let them know I was filing a complaint since this is not the first time this had happened, I will NEVER rent from them again!!!

Desired Settlement: I want my full reimbursement and I want to return the book I had originally rented.

Business Response:

This situation was handled before this complaint was submitted. The customer has been contacted several times by the collections department. The last contact was followed with the following email on 2/28/12:

 

 Dear *******,

 

 Please accept my sincere apologies for the inconvenience you have experienced in respect to the    charges on your account.

 At Collegebookrenter.com, we take pride in ensuring our customer’s satisfaction. Per our conversation, I am refunding the late extension fee and the late sale charges, for a total of $95.95. Please allow 3-5 business days for this transaction to post to your credit card.

We deeply value your relationship with Collegebookrenter.com and are committed to providing you with the highest level of service simply because our customers deserve the very best. If you have any further questions or comments regarding this matter, please feel free to contact me.

 

Sincerely,

****** *

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

 

This situation has not occurred in the past. The customer rented and received the correct book, but the title of the book was mistakenly changed in our system. The customer called in December and inquired about returning a book. She did not provide an order number, just a book title. When this book was not located on the customer’s account, she was told there was nothing by this title to return, which was incorrect.  When the book listed on the order was not returned, it was sent to collections and charges were made. The customer contacted the collections department, the error was identified, and the account was promptly refunded.

We are sorry that this error occurred and the customer’s account has been refunded in the amount of $95.95.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered a book and had to wait a VERY long time for it to arrive. Several calls were made to find out where the book was at and why I hadn't received it. I had to email my instructor several times to get extensions. After book was received, the company continued to SPAM my email address with services and offers. I never received an email stating that the book was do and they charged my account for the book. No notice that they were going to do it, just charged it. I immediately contacted them to dispute this because it was without warning and told them about me not receiving the book on time. I was very nice to the lady and she kept side-stepping the answers saying they were in their "agreement" and "policy". I'm sure the policy does not say that the books will not arrive on time, we will spam you, then just charge your account without warning. I stated that if an amicable agreement could not be made, I would have to let other consumers know of their unethical activity, and that is why I am writing this. I have had great dealings with other companies who rent books, but this one, is just trying to get your money and not consumer friendly.

Desired Settlement: Full refund rather than partial.

Business Response:

This customer placed an order for a book on 9/4/11. With the ship method selected, the customer should have received the book on 9/9/11. Due to an error, the book was shipped via UPS ground delivery and was delivered on 9/14/11. The customer was refunded a portion of the shipping charges for this book arriving 5 days later than the scheduled delivery.

At the time the order was placed, the customer was given a due date of 12/20/11. The book was not returned, and he was granted a grace period of 30 days before the first late fee was charged. This late fee extended the due date of the book an additional 15 days after the charge, making the book due back by 2/4/12 before additional charges would be made.  The book was still not returned, and on 2/23/12 the book was sold to the customer. This policy can be found on our Terms and Conditions page of the website and must be agreed to by the customer at the time the account is created.  In total, the customer was allowed almost two months past the original due date before the sale of the book was charged.

There have been absolutely no unethical acts, as the customer claims. He was given ample opportunity to return the book before the last charge on 2/23/12. The customer has recently returned this book and it was received into our warehouse on 3/1/12. The customer was refunded for the late sale minus a delinquency and collection fee on 3/2/12. This refund was in the amount of $43.15. This book arrived back into our inventory more than 70 days after the original due date (over half of the original rental term).  These fees are non refundable.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934242, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As said before, unethical. Period. Apparently this is their business model. I have read reviews pertaining to this company since my issue and now understand that I am among many with similar problems. Repeated spam and sales pitches but only a single email notifying me my account was debited for a late fee. Un. Ethical. Keep the money, I get much more satisfaction knowing I will impact your sales and bottom line that a few bucks can't produce. And I will continue to voice my displeasure on message and review boards. They had the opportunity to right a wrong and blew it. Cheers! Turds.

Regards,

****** ******** 

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My son used college book renter.com for his college books. The first issue we had was that the books were not received in a timely manner in that a duplicate book was sent and a required book was omitted. When my son was to return the rented books, he printed out the packing slip and return label and I personally drove him to the post office for the return to college book renter.com. It has now been 2 1/2 months, several emails and phone calls and he has yet to receive a refund for the books he sent back. CBR is stating that they never received the books. I just got off the phone with a supervisor named *****. I told her that the package was physically brought to the post office by my son (I drove hime there so I can confirm this) She informed me that we would have to file a claim with the post office. She also stated that we could have paid extra shipping to send the books back via UPS to be sure they arrived. We followed the return instructions on the website/label. Nowhere did it state this in the return instructions. I called the post office and they told me that there is no way to track the package because there is no bar code on the label. The refund due for the books returned is approximately $75.00.

Desired Settlement: I would like a refund for the amount of the books returned. They were physically dropped at our local post office and could not have disappeared.

Business Response:

This customer placed an order for five books in August on 2011. All five of the books were delivered within the specified time frame that was selected when the order was placed. There was an extra book shipped to the customer. There was not an omission of one book from the order.  The customer returned ************* Macroeconomics and 1 copy (the duplicate) of 9************ The St. Martin’s Guide to Writing on 9/21/11.

There were still four books due at the end of the rental term:

************* The St. Martin’s Guide to Writing (original copy)

************* Why Nations Go To War

************* College Algebra

************* Insurgents, Raiders, and Bandits

The last three in this list were returned on 12/22/11 via UPS with tracking ******************. These books were dropped of at a UPS Store in Philadelphia, PA, just as they should have been, but were not taken to USPS.  This return label was created on 12/15/11 and delivered to the UPS Store on 12/17/11. These books were due 12/20/11. There is no refund for the return of books at the end of the rental term.

On 12/12/11, this customer created a sellback for three books. The books that are on the sellback order are:

************* Macroeconomics

************* The St. Martin’s Guide to Writing

************* The Little Brown Essential Handbook

Two of these three books were ordered from us on the original order. The second copy of The St. Martin’s Guide has not been received back. We already received the rented copy of Macroeconomics. We have not received a copy of The Little Brown Handbook from this customer.

I believe that the customer initially created a sellback for the books on 12/12/11. He then realized that these books had to be returned and could not be sold. On 12/15/11, he printed off the return shipping label and returned the books to us correctly. The only thing still outstanding on this order is the second copy of *************, The St. Martin’s Guide to Writing. This book has not arrived at our warehouse, but no charges have been made on the account that would require a refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent in 5 textbooks, ISBN 0321654277 and expected to receive $52 for each textbook. The books were received and then I was sent $52 as payment, instead of $260 ($52 x 5 books). College Book Renter claimed initially that the books did not include the supplementary materials, which they said was a CD, although it says on their website that "CollegeBookRenter.com does not guarantee that supplemental material such as CDs, Access Codes, or Lab Manuals will accompany this book." After reading through their privacy policy and terms of use, it does not state anywhere that supplemental material is necessary. I then contacted them again on 2/27, which was when they informed me of a new barrier to them paying me the full quoted amount. I was told that the ISBN number of my books did not match the ISBN of the books that I had been quoted for. How strange, that they only noticed this ISBN error after I pointed out that supplementary material was not required to receive my payment. It seems to me that they are running a scam where you trade in books, and once they have them (they conveniently refuse to return books once they have been received) they revise your trade in amount significantly and you are forced to accept a small payment instead of what you were promised.

Desired Settlement: I would either like the rest of my payment ($208) or I want my books returned. I have offered to pay for return shipping myself but they refuse to send them back to me.

Business Response:

This customer created a sellback through our system for ISBN 0321654277, Mathematics for Elementary Teachers. This ISBN is for a package that includes an activity manual. What we received was ISBN 0321646940. This is just the book and is not packaged with the manual. We did not receive the books that were selected for the sellback. The customer was paid the current price for what was received.

The customer is quoting the rental terms where supplemental material is not guaranteed. The rental terms have nothing to do with the sellback guidelines. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934223, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The terms and conditions on the website regarding textbook buyback states that "Any item(s) purchased by CBR from a Seller through the website will be subject to an extensive inspection before payment will be issued. The inspection will be based on the item condition criteria that are listed on the "Sell Textbooks" portion of our site. Any received item(s) that fail to meet the criteria will be deemed "unusable" and no payment will be issued. CBR will not ship the damaged item(s) back to the Seller."
I have attached a picture of the "textbook conditions" that are used for the inspection. Nowhere does it state that supplementary materials are required in order to receive the quoted amount. 
According to all the information presented on the website, I meet the criteria for my full payment. It seems that College Book Renter is just unwilling to pay the full amount quoted. I have also attached an email which shows the amount I was quoted.

Regards,
****** ******  


 




Business Response:

Every attachment provided shows pricing and a contract for ISBN 0321654277. This is not what was received from the customer. The customer sent copies of ISBN 0321646940 in place of the ISBN that was listed on the sellback. Since the customer did not send what was agreed to, ISBN 0321654277, the payment was reduced to coincide with the price offered for this much less valuable book.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8934223, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

That is untrue, I sent in the correct book. You just failed to honor your quoted price. Since it is obvious that you are going to continue with your story that I "sent in the wrong book", I request that you send me the textbooks back at my own expense. I am more than willing to pay for return shipping, given that I was expecting to get $260 for my books but instead was given $52. I would strongly prefer my books back in favor of 20% of what was quoted me.

Regards,

****** ****** 

 


 

 

Business Response: This complaint has been settled. The customer returned the payment sent for the books we received and paid for the return shipping of the books. They have been shipped and delivered by UPS with tracking ******************.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8934223, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 ****** ******

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented a book entitled Human Behavior in the Social Environment and I could have owned the book for approximately $65.00 from them, but when they charged my credit card they charged me 98.93. When I called them to see if either they could charge me the the approximately $65.00 or extend my rental purchase they said no, you now own the book and they can not do that for me. Additionally, I have gotten e-mails from them notifying me when my rental term was coming due until this time when they charged my debit card. Last email they sent was at the beginning of February. I have now spent over $200. for a $100.00 book and now I can buy the book for 60. on Amazon.

Desired Settlement: I want to extend my rental purchase or pay the $65. minus my extensions.

Business Response:

This customer rented a book from our company on 8/28/11. The due date for this rental was 12/20/11. The customer did not return the book and was charged a late fee of $12.97 on 1/16/12. A 27 day grace period was allowed before this charge was placed. This late fee extended the rental due date 15 days. The new due date was 1/31/12.

On 1/28/12, the customer voluntarily chose to extend the rental for an additional 15 days, making the new due date 2/15/12. The customer had the option to extend this rental for as long as an additional semester or purchase the book at this time. When the book was still not returned, the customer was charged the full purchase price, as stated in our terms and conditions. This charge was issued on 2/29/12. There was an additional 14 day grace period given again before this charge was made.  The final charge of $98.93 on 2/29/12 sold the book to the customer. The fee includes the price of the book and the collections processing fees.  Once a book is sold, we no longer have the ability to extend the rental. In total, the customer has been charged $177.75 for this order. This includes:

Initial Rental with shipping- $52.88

Late Fee- $12.97

Voluntary Extension Fee- $12.97

Sale- $98.93

The book can be returned before 3/20/12 for a refund of $52.75. The refund amount is calculated from the sale price minus the mandatory delinquency fees.  Delinquency fees are based on the original rental price of the book. Since this book was not returned on time, it has not been available for our company to rent to another customer.  We have been very generous with the allowances given before both the late fee and the sale price were charged.  This account was allowed a total grace period of 41 days. That is 1/3 of the original rental term.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8938569, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The full price to buy the book was 64.00.  I was not charged 64.00, I was instead charged 98.93.  They were rude over the phone by making condescending comments, saying uh-uh over and over, restating comments continuously, they claimed they did not have a manager or owner of the company.  I was hung up on upon transferring my phone call to someone who could take my call.  This company owes me approximately $34.00.

Regards,

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

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/6/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I rented a book from them and sent the book back when they stated. They sent me a written letter with a prepaid label and instructions on how to send it back to them. I kept getting emails from them making it sound like they recieved the book and were now trying to sell it. I just got an email from them stating they "late charged" the book and have now charged me the rental fee, a $20 late fee and $167 for a whole new book because they haven't recieved it. I erased the emails because it has now been over 2 months since they said they recieved the book. I now have no proof of anything because they waited so long after saying they recieved it to tell me they actually haven't recieved it. They claim the only way they can look up the book is by a tracking number, but I didn't get one, or atleast didn't get a copy of it, with the label they sent me. So now I feel they have my book and because there may not have been a tracking number on it, they "can't" find it.

Desired Settlement: I understand I am partly in fault, but I also feel they are as well. I would be fine with them keeping the rental fee, $20 late fee and half of the $167, which I asked if we could do earlier, but they refused. But I don't feel it's fair to pay for a whole new book when I sent it to them.

Business Response:

This customer rented a book on 8/29/11. The book was due 12/20/11. To date, this book has not been returned. The customer claims that we sent a written letter with a return label. We do not send out return labels this way. Customers are to return our books using the prepaid UPS return label that they print from their online account, as described in the Return Policy section of our website.  The customer also claims that we  sent multiple emails that state we received the book. We never sent a message that this book was successfully returned. The only emails that have been sent are ones reminding the customer to return the book, one with details about the late fee, and then a message about the book being sold to the customer for no return.  The prepaid UPS return label from the account has not been generated by the customer and we have not received the book.  It appears that this book may have been sold to another company.  With the claim of receiving a label in the mail and an email that the book was received, it seems that this book was shipped to a different company, but it was not returned to CollegeBookRenter.com.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8927371, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This does not fix the problem. I tried to talk to them, like I said before, and if they aren't going to give my money back I'm going to have to live with it. But unless they do, I'm not going to accept it and they will have this complaint on their record. I don't know if it was the company, a third party company or someone in the warehouse is doing shady things, but I got a written letter from them with where I needed to send it and it's pretty convenient that College Book Renter waits until 2-3 months after the fact to ask for the book, when I've gotten rid of everything because it's been so long. If I'm late with anything else, they are calling me asking me where whatever it is, is within a few weeks at most. Not 2 months after when I can't defend myself. So no, I am not happy with what they are telling me.

Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/27/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 9-4-11 I PURCHASED A BOOK FROM COLLEGEBOOKRENTER.COM THE BOOK WAS MARKETING BY ******* *****. EVERYTHING WAS GREAT. ALL OF SUDDEN IN FEBRUARY I GET AN EMAIL SAYING THAT THEY CHARGED MY ACCOUNT 25 DOLLARS FOR A LATE FEE. WHEN I CALLED THE REPS ARGUED WITH ME THAT I RENTED THE BOOK. I TOLD THEM TO LOOK ON THEIR SITE AGAIN BECAUSE I SHOW THAT I PURCHASED. THEY THEN PROCEEDED TO TELL ME THAT IT ALWAYS SAYS THAT WHEN YOUR LATE. ON FEBRUARY 9 CBR CHARGED MY ACCOUNT AGAIN THIS TIME FOR 195. WHEN I CALLED THEY BEGAN TO ARGUE WITH ME AGAIN SAYING THAT I DID NOT RETURN THE BOOK. I TOLD THEM AGAIN THAT THEIR OWN WEBSITE SAYS I PURCHASED IT. THIER NEW RESPONSE WAS THAT IT ALWAYS SAYS THAT IF THEY CHARGE YOU THE FULL PRICE OF THE BOOK. WHEN I ASKED WHY I GOT A DIFFERENT STORY LAST TIME I CALLED THEY COULD NOT GIVE ME AN ANSWER. THEIR RESPONSE THE WHOLE TIME WAS THAT I HAD TO CALL THEIR ACCOUNTING DEPARTMENT WHO NEVER ANSWERS THE PHONE BY THE WAY. i TOLD THEM THAT I HAVE HAD NO CORRESPONDENCE THIS ENTIRE TIME. NOTHING TO TELL ME I HAD A BOOK DUE, IF IT WAS A RENTAL. THE ONLY THING I EVER GOT FROM THEM WAS AN EMAIL SAYING THEY WERE CHARGING MY ACCOUNT. THIS SEEMS LIKE A FLY BY NIGHT SCAM THAT RIPS PEOPLE OFF.

Desired Settlement: I WANT A FULL REFUND OF EVERYTHING. I WILL RETURN THE BOOK BUT I WANT A REFUND OF MY ORIGINAL CHARGES FOR PURCHASING THE BOOK WHICH IS 91.37, THE LATE FEE CHARGE OF 21.88 AND THE NEW CHARGE OF 195.99. I ALSO WANT AN APOLOGY FOR THIS MIX UP!!!!!!!!

Business Response:

This customer rented Marketing 2012 from our company on 9/4/11. This was a 130-day rental and the due date for the return of this book was 12/20/11.  On 1/23/12 the customer was charged a late fee of $21.88 because the book had not been returned to us. This charge extends the due date of the rental an additional 15 days from the charge.  He contacted our customer service department 2/2/12 at 7:35pm CST questioning the $21.88 charge. The representative began explaining that the book had not been returned and that this was a late fee. Before she could explain anything further, he hung up. 

The customer called back at 8:12pm 2/2/12 and in that call repeatedly claimed that he sent the books back to our warehouse with a return label that was enclosed in his package.  We do not enclose return labels in our boxes and we only sent one book, so there were not multiple books to return to our facility.  At this time, he was transferred to a supervisor to take over the call because of the abusive language he was using. He then proceeded to tell the supervisor that he sent all four of his books to another textbook rental company (the name of the company was given, but I will not include it here). He stated that he did not know or care where our book was sent and that it was not his problem.  To dispute a late charge on an order, he needed to speak with our accounting department. He was notified during this call that our accounting department is open 8am-5pm CST Monday – Friday.

The customer then called back at 8:55pm 2/2/12 with his credit card company on the phone to dispute the valid charge.  He was given the accounting department’s hours of operation (8am-5pm) in the prior conversation.  Customer service again instructed the customer to call during regular business hours to inquire about this late charge.

Since the book was not returned after the 15-day extension, the customer was charged the purchase price of the book, as it states in our terms and conditions. The customer called in on 2/8/12 after this charge was issued.  On 2/8/12, he began claiming that the book was purchased the entire time and that he should not have been charged again. The book was not purchased until 2/8/12. He is claiming this because he now sees on our website that this book has been purchased. After the charge was made on 2/8/2012, the book moved from the rental section of his account to the purchased section, which is correct.  

The customer has called back in four times since this complaint was filed. He now states that he has the book, even though in his second call on 2/2/12 he claimed he had already shipped the book to another company.  In his last call on 2/14/12, he stated that he would send the book back if he would be refunded in full.  The return of this book is eligible for a partial refund in the amount of $118.11. This is a refund of the sale of the book minus the delinquency fees. The initial $91.37 that is referenced in this claim was for the rental of the book last September, the sales tax, and the shipping. This amount is not eligible for a refund. The book will need to be returned to our facility no later than 2/28/12 to be eligible for a refund of any kind.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 17th, I placed an order for an Organic Chemistry book (Order #*******), and paid extra for 2 day expedited delivery ($9.99). When my item had not arrived three days later, I contacted the company and spoke with *****. ***** was extremely unhelpful and said that regardless of what I paid for, I still needed to wait 2 days before the order could be processed. I'm sorry, but I do not feel that a consumer pays for expedited service and expects to still wait 2 days for an order to be processed. My book still has not arrived 5 business days later and according to their tracking information, it still will not arrive for two more days. This is not acceptable. I contacted the company again (spoke to *******) and asked to cancel my order and refund all shipping fees. I was told that the order could not be canceled because the order had been shipped and in any regard, the shipping fees could not be refunded per company policy. I understand not canceling the order until the item has been returned to them, but I will not accept their policy of not refunding my shipping fees. I paid EXPRESSLY for a service, two day delivery, but nearly a week later my item has not arrived and I have had to make other arrangements.

Desired Settlement: I expect a full refund of the rental fee for the book, once the item has been shipped back to them. I also expect a FULL refund of ALL shipping fees. A total of $22.42, including shipping and tax.

Business Response:

This customer placed an order with our company after 5pm on 1/17/12. As it states on our website, all orders require 1-2 business days for order processing, then delivery is based on the ship method selected.  This customer chose our Priority service for delivery within 2-3 business days after the order is processed. Saturday and Sunday are not business days. This package is considered on time with delivery on or before 1/24/12. This package was delayed with UPS and did not arrive until 1/25/12, one day late. The shipping charge for this order has been refunded. If the customer wishes to return the book for a refund, it will need to be returned by 2/6/12, per the terms agreed to at the time the order was placed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I opened an account and made a rental purchase with this company on 1-10-11 along with another rental in August of 2011. The email address used when i signed up is **************************. When I signed up, I made sure that my account settings were set to not receive advertising, newsletters, junkmail, etc via E-mail. I have checked these settings from time to time to verify that they are set. Despite this, I have received unsolicited emails on 5-5-11, 7-20-11, 8-1-11, 8-9-11, 9-7-11, 10-25-11, 11-30-11, 12-9-11, 12-13-11, and 12-23-11. NONE of these emails are related to business I have conducted with this company, by this I mean emails related to my account, rentals, due dates, ect. These are all clearly spam/junk mail. There is likely more junk mail received that was deleted. The dates listed are from when I started saving the messages. On, 12-23-11, I contacted customer service asking to not receive any more unsolicited emails. I received a response from ********** * stating that my account was closed and I will not receive any more emails at all. Since this contact I have received unsolicited emails on 1-2-12, 1-9-12, 1-16-12, and 1-18-12, A request to stop sending 'junk' mail was also sent on 1-9-12. I never received any response to this email. I have also sent at least 1 other request earlier in the year, but I no longer have this message, but I recall receiving a response stating that I will not receive any more of their junk mail. This company's customer service department is very poor. This is not a isolated problem. There are also many other issues that are beyond the scope of this complaint.

Desired Settlement: I do not want to be contacted by this company in ANY way whatsoever ever again. I have asked for my account to be closed. I am currently not doing any business with this company and due to the practices and poor service I received, I have no intention of doing business with this company in the future. I want ALL of my personal contact information removed from this company's databases, and I do not want any email or other contact.

Business Response:

This customer’s account was closed on 12/23/11, per his request.  We are very sorry that he has continued to receive unwanted notifications of special offers and discounts. Since this complaint was made, we have identified a problem in the software that was not removing him from the email database. We would like to thank him for bringing this to our attention so that the issue could be corrected.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 3 textbooks from college Book Renter. I paid $20 extra priority shipping to have them to me by last week Thursday and I ordered them on Monday. On Thursday, I received 2 of the three books. The third was supposed to be delivered by USPS on Friday, one day late. My classes started on Thursday. When I opened the package addressed to me, the book I ordered was not enclosed, it was someone else's book. I called multiple times that day wanting to know what happened to my book. Everytime I spoke with someone, they said "I'll speak with my supervisor and get back to you within 24 hours." No one called me back so I called again and got the same response several times. When I finally called enough to get an answer, they said they could reship it to me but it would not get to me until the following Friday. So I told them to give me a refund because it would certainly hurt my grade if i did not have the book read by class. The lady I spoke told me she would send it to the supervisor and contact me within 24 hours. They never did. So I called Monday afternoon and inquired about my refund. They told me that the supervisor had not come in yet and that they would contact me later when she came in. She called me and told me that she could only refund the book and not the shipping that I paid for a book that never came. I also spoke with her about a book that I sent in to them to sell. I got an email saying that the book was "lost." The supervisor said that they do not take "custom editions" (which was a completely vague term on the website) and that if they don't want to purchase the book then they donate them. This policy is not visible to the reasonable person and I think with my law background that the policy is not fair and logical. The supervisor told me that she could not return my book to me.

Desired Settlement: I want a timely refund for my book and shipping. I ordered from Chegg for $20 dollars more but would get me the ebook instantly for 7 days until my book came and get me the actual book before CBR offered me. I also want my Hole's essentials of Human A&P book back to me or give me a refund of $67 of its worth.

Business Response:

This customer placed an order for three books on the afternoon of 1/9/12 and selected our Priority ship method. All of our shipping options require 1-2 days for order processing, as stated on the website, and then will be delivered within the delivery timeframe specified. This ship method is for delivery within 2-3 business days after order processing.  All books were to be delivered 1/16/12 to be considered on time. The books on this order were all delivered by 1/13/12.

One book that the customer received was not correct. She contacted our office on 1/13 to notify us that the wrong book was received. She was called back at 4:45pm on 1/13 to give her an update on her order. She called back in at 6:09pm and decided she would like to be refunded instead of another book shipped out.  A refund of $47.21 has already been issued for this portion of the order.  She will still need to return the incorrect book back to our facility.

She created a sellback on our site on 1/3/12. The book she told us she was selling was ISBN 0073378151, as shown on the customer’s web account. We agreed to pay the customer $67.00 for this book. What the customer sent was ISBN 0077548647, which has no value and we are not buying on our website.  This book is being returned to the customer.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8882294, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ordered textbooks for college on Tuesday January 10, 2012. I paid for priority shipping (2-3days) Upon submitting the payment for the books and shipping, payment was accepted for the books and the shipping reverted back to 8-14 day shipping. I made sure I could order and receive my books in 2-3 days because my classes start on Tuesday January 17th, 2012. I wanted to get the books by Saturday because I would not be home to get the UPS delivery on Monday and Tuesday. They didn't fix the shipping until the next day on Wednesday and charged my debit card $29.95. As of today, which is Friday the 13th, my books have not been picked up by UPS, Sunday isn't a working business day and Monday is a holiday. So the soonest I will get my books is on Tuesday while I am in class and can't sign for them. I spoke with three different supervisors from Wednesday and they said that they would make sure my books shipped no later than Thursday which was yesterday. As of 2pm today, my books have not been shipped. That is all the money I have in the world for books.

Desired Settlement: To get a refund of the $29.95 shipping at least. Maybe even a discount on the books I have rented if I get them late. If I don't get them by Tuesday, a full refund.

Business Response:

This customer placed her order after 8pm on 1/10/12. She contacted us after the order was placed and needed to change the ship method selected.  As it states on our website, generally we are unable to change or cancel an order once it is placed. This is because orders begin processing and are sent to different warehouses, depending on the items in the shipment. In an effort to help this customer, we stopped this order from processing, contacted the warehouse and had them stop processing, changed the ship method, and then rereleased the order back into production. The order was upgraded and shipped via UPS on 1/12 with tracking 1ZX10A300200833087. This order was sent out on time. Our orders require 1 to 2 business days for processing, in this case 1/11 and 1/12, and then shipment.

Since 1/12, UPS has made no scan of the package that was picked up on this date. A tracer has since been filed on this lost package.  A new set of books was shipped to the customer on 1/17.

The shipping fee of $29.95 has been refunded because it is not the customer’s fault that the original shipment is missing with UPS.

Consumer Response:

I have no recieved a refund yet.

I have reviewed the response made by the business in reference to complaint ID 8879794, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 24, 2011, I rented  PRECALCULUS by JOHN COBURN ISBN: *********7; ISBN13: 97*********08 and CAMPBELL BIOLOGY with MASTERING BIOLOGY by REECE JANE B. ISBN: *********6; ISBN 13: 97*********45 on the website www.collegebookrenter.com using my debit card. I had made a complaint earlier for the same company regarding their delivery issues. The issue for one book was resolved but the other was not which was the Campbell Biology one. I received the campbell biology book several days after the complaint was made. The CollegeBookRenter refunded me for the Precalculus book and said to ship back the Campbell Biology book if the customer would like a refund. The CollegeBookRenter did not provide detailed instructions on how to return the Campbell Biology Book. Earlier today, I communicated with the online assistance and asked how to return a book for a full refund especially after making a complaint. They mentioned that for a full refund, returns must meet the following criteria: "For 60 day rentals, the book must be scanned by UPS within 15 days of the original order date. For 90 and 130 day rentals, the book must be scanned by UPS within 20 days of the original order date." The issue I had with the return clearly passed the 20 days of the original order date limit because I did not receive the Campbell book until well past the order date and was therefore unable to return the book before the full refund due date. After the complaint was "resolved", the company did not provide further instructions on returning the book and only mentioned that the customer can return the book as he desires. There was no due date placed on which the refund period was going to expire for this specific issue. The book was unused, unopened, wrapped and still intact in its original shipping box.

Desired Settlement: To resolve this complaint, I would like a full refund for the CAMPBELL BIOLOGY with MASTERING BIOLOGY by REECE JANE B. ISBN: 0321558146; ISBN 13: 9780321558145 rental.

Business Response: The customer has now returned the book and a refund has been issued.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8852617, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******* 

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/28/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I "rented" books for my children's college from them. They had classes which were cancelled, so I returned the books to them as per the instructions on their website. I returned the books but they indicated that I "sold them back" to them and are now charging me the replacement price for the books, which I do not have in my possession, and they have the books in their possession. How can they do this? Is this how they make their money off cheap rental prices? Why would I sell a book back to them which I rented in the first place?

Desired Settlement: They want to charge me an additional $161.81 for 3 books which I returned to them. I will not pay this amount.

Business Response:

This customer created a rental order with our company on 7/22/11 for seven books.  The customer printed the prepaid, *** return label from her account to return three of the books on 8/30/11, but did not use this label for the return.  The label generated for this return was ******************. She also returned one book correctly to our warehouse by using the prepaid return label she printed on 9/20/11. The three books in question were entered in as a sellback and shipped to another warehouse for processing.  Unfortunately, we do not have these books. Sellback orders do not ship to the CBR warehouse.

Our website has clear, easy to follow instructions for the return of a rental. We offer these instructions in several places on our website.  Return instructions are found under our Return Policy, Shipping Policy, and Terms of Use. The instructions provided are:

Returns at the End of Your Rental Period
CBR makes returns easy and free!

·         Log in to your CBR account using your email address and password.

·         Under Rentals and Purchases, select the item(s) you'd like to return.

·         Click Return Books and select the return reason.

·         Click Return Books and print both the shipping label and packing slips.

·         Place one of packing slip in the package with your books. Keep the other copy of the packing slip for your records.

·         Tape the *** return shipping label to the package being used to return the rental(s).

·         Take your box to any *** location or schedule a pickup to ship your rental(s) back to CBR

When a customer logs into their account, they are immediately taken to their current rentals and purchases page (please see attached Figure 1).  To create a sellback, the customer must complete several steps that clearly identify the intent to sell a book. First, the customer must actually select Sell textbooks at the top of the webpage (Figure 2).  The customer then has to manually enter the ISBN of the book to sell, select the payment method, and add the book to the sell cart (Figure 3).  For the sellback that this customer created, they select CBR credit, which is credit applied to the account for future rental use. The customer then moves to the next screen that again verifies which payment method they prefer.  Each is followed by a description of the payment method (Figure 4).  The customer then moves to the confirmation page that states, “You are selling us the following textbooks:” and “We’re paying you $XX.XX” (Figure 5).  The last step is printing the shipping label for the books. The shipping label for sellbacks is a USPS media mail label with a shipping address for **** ** *** *** ** ******* **.  For the books to arrive at this warehouse, this label must be used. This shipping address is not found anywhere on our website. Our rental return books are shipped to the address printed on our prepaid *** labels, which is in **** ******* **.  

At this time, the customer has CBR credit on the account in the amount of $109.56. The price to purchase all three of these books through the customer’s account is $161.81, as indicated in the complaint.  This credit can be used to pay a portion of the purchase price of these books. Currently, the books are due back on 12/16/11. If the books are not purchased or returned by this date, the order will fall into collections where additional fees will be assessed.

We are sorry that this incident has occurred, but we do not have the books in our possession. If we did, we would undo the issued credit and check the books into the customer’s account.

Consumer Response:

Better Business Bureau:



I will pay for the books which were returned incorrectly IF they are returned back to me so I can resell them.  

 

Business Response:

As previously stated, we do not have the books. These books were shipped to another company more than three months ago. Sellback orders are not shipped to the College Book Renter warehouse. If we did have them, we would be more than happy to undo the credit and apply the books back to this account. Unfortunately we are not able to do this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a textbook from CBR on 8/1/2011. During the order process I read the following statement listed on the Return Policy page: "We know your life is hectic, so we'll send you rental return reminders 15, 10, 7, and 3 days prior to the expiration of your rental period. " I received NO reminder emails during the month of November. As a single parent, grad student, and full-time employee, I depended on receiving this service from CBR in order to ensure that I returned my rental on-time. During my rental period, I received numerous marketing emails from the company, so had no cause to think that I wouldn't receive my reminder emails. In fact, the only time I heard from CBR about my rental was when the company sent the following email: "You are currently in possession of the following textbook: 97*********18 OPERATIONS MANAGEMENT This textbook, from Order #1051206, is the property of College Book Rental Company, LLC. According to your account, this textbook was due to be mailed back to our warehouse on or before 12/09/2011. As of today, we still have not received the textbook. Your failure to return the textbook within the allotted rental period will result in an extension fee which is clearly defined in the CollegeBookRenter.com Return Policy located on our website. An extension fee of $14.97 was charged to your credit card on 12/13/2011, but the charge was declined. Please contact us immediately to resolve this issue. If you fail to respond to this correspondence in a timely manner, you will leave our company no alternative except to contact your local authorities to prosecute you for your retaining possession of our company's property. PLEASE GIVE THIS MATTER YOUR IMMEDIATE ATTENTION!!! You can contact our Customer Service Department during normal business hours or repy to this email (collections@collegebookrenter.com). Your CollegeBookRenter.com Team "Because College is expensive enough!" " I asked CBR to remove that fee and stated that I would be returning the book the next day (11/14) and asked this fee to be waived as I never received reminder emails. I have no intention of keeping this book and am unable to print the shipping label from the website. I called customer service today, and the representative I spoke with needs her manager to send me a shipping label to my email. I have yet to receive this email. I asked about the $14.97 fee being waived, and the representative offered to transfer me to the accounting department, where I was disconnected.

Desired Settlement: I would like the $14.97 fee deleted from my account and a formal apology on company letterhead from someone with senior management authority for the incredibly aggressive nature of the email copied above, failure of CBR to provide a clearly stated service (reminder emails), and being disconnected when I made an attempt to resolve the issue.

Business Response:

This customer did place an order with our company on 8/1/2011. The due date for this order was 12/9/2011. This due date was given to the customer at the time the order was placed and is available to the customer on her online account. She quoted our return policy in this claim, but omitted a very important part. The complete  Return Policy stated on http://www.collegebookrenter.com/returns.cfm is:

Before Your Rental Period Expires

  • The return date for your textbook(s) will be posted on your account immediately following your rental charge and will remain posted on your account throughout the rental period.
  • We know your life is hectic, so we'll send you rental return reminders 15, 10, 7, and 3 days prior to the expiration of your rental period.

Example: If your rental period ends on May 25th, then you will receive a personalized email from CBR on May 10th reminding you of the upcoming expiration of the rental period.

*Failure to receive an email reminder does not waive your obligation to have your textbook(s) returned or postmarked by the end of the rental term.

 

The customer called into customer service at 1:36pm on 12/16/2011 and stated she was unable to print her return label.  Her return label was generated and emailed to her at 3:23pm on 12/16/2011.

We are very sorry if the call transfer did not complete to the accounting and collections department.  The customer can call anytime M-F 8am-5pm CST to speak with a representative of that department.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8849579, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The email sent notifying me that the book was less than one week late in returning to CBR's office stating that I would be prosecuted for still having CBR property in my possession is absolutely unacceptable.  I have NEVER been treated in this manner by any other company.  Threatening legal action four days after the due date (including weekend dates) is abysmal customer service.  I expect to be treated respectfully from each and every company that I give my business and have given CBR no cause with which to treat me in this manner.   Regardless of the return policy/fines imposed, I am still a paying customer and have given no evidence that I intend on acting illegally and stealing CBR property.  I demand a formal apology from someone with senior management authority at CBR on company letterhead for the unnecessarily aggressive and disrespectful nature of the email sent to me.

Regards,

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

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/14/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I rented two textbooks from College Book Renter. One textbook, I returned UPS with obvious tracking information. The other, I returned USPS. College Book Renter says they received the UPS-shipped book but NOT the USPS-shipped book. I have been in communication with them and maintained that I sent this book back, and that they have it. Yet, they continued with their charges and I was charged $48.63. I shipped it very close to the due date, so I even paid for an extention during tat time to ensure I would avoid late fees or a charge for the book if it wasn't received by the due date. The UPS in my (then) small town was closed, so I went into the USPS, packaged it with the help of the USPS staff, and handed it to USPS at the counter. It is my sincere belief, that College Book Renter has unethical practices. They certainly can't dispute a UPS shipment if it has tracking. But when they receive a UPS shipment, it is my word against mine. And I allege this is how they can make some easy extra money. I'm just asking for justice to be done.

Desired Settlement: I am simply asking for a refund of $48.63 to the bank card that they charged unfairly. Thank you.

Business Response:

This customer did rent two books from our company on 1/24/2011. The original rental was for a semester and the due date for each book was 6/3/2011. At the time the books were due, the customer created the free UPS return label for each book, which we provide on the website. One book was shipped via UPS on 6/3/2011, the due date, and was received in our warehouse on 6/7/2011. Also on 6/3/2011, the customer processed a 15 day extension for the book in question.  With this extension, the new due date for the book was 6/18/2011. In an email to our company (see attachment), dated 12/2/2011, the customer states that she returned this second book on a Saturday morning very close to the due date. She states that she went ahead and processed an extension for the book, even though she was done with it and it would arrive in our warehouse just a few days later. With this statement, she is saying she took the book to USPS to return on Saturday, June 4th.  Why was one book returned the proper way on Friday, but the second book taken to a different carrier and shipped (with unnecessary shipping costs to the customer) the very next day?

We have asked the customer repeatedly for any tracking or a receipt number for this transaction, but none has been provided. 

Unfortunately, this book has not arrived at our warehouse.  We have no verification that the book was shipped or that it was sent to the correct address. If it had been delivered to our warehouse, it would have been checked in and applied to this customer’s account.  Since this customer did not use our return shipping label and it has not been received, the missing book is the customer’s responsibility.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8834058, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The company has now asked the question--why would I return one UPS and the "missing" book USPS.  I have to say, I did already tell the company the reason for this in an email to them, but I am happy to explain again. The other book was required to be in my possession a bit longer.  Therefore, I sent the first book back UPS.  The book in question--it was a Saturday morning, I lived in a small town, and there was no UPS service.  Only the USPS was open that day, and I work long hours during the week--there was no guarantee I would get the book to UPS in time.  I did not want to leave it in a drop box, I wanted to hand it to an official carrier--it was that important that the book arrive.  There wasn't much time left to my extension, and rather than take the chance of the book arriving AFTER my extension or worse, the book not arriving at all--I chose to hand it to someone in person, and my only option that day was USPS, not UPS.  This raises the obvious concern that the company can't dispute receiving the UPS book--that's traceable.  But when they received the USPS book--they can say whatever they choose to say, because they know that I cannot prove it's in their hands and in their warehouse.  They know this--they do this because they can.  And if someone doesn't stop this unethical practice of stealing from innocent consumers like myself--where does it end?  I don't want to believe that's the case but knowing I sent it back in the hands of a USPS carrier, I have no choice but to assume the worst--that they are profiting from this in the most unethical of practices--receiving their product back PLUS charging full price for it.  I truly question this company's ethics.  Knowing what I know--that both books were sent back but only the traceable one is claimed by this company--points to the obvious--that they are profiting unethically.  Either that or someone doesn't want to come forward that they checked the book in but didn't document it--which is also unethical because I paid for their mistake, all the while going out of my way to ensure their product reached their hands.  Not only are they questioning my integrity, but also the integrity and reliability of our United States Postal Service.  I am offended by this and very disgusted by College Book Renter's unethical practices, allegations, and ultimately pointing the finger at the customer for their dishonesty rather than trying to make this right.

Regards,

**** *******

 


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/17/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On October 20 ,2011, I rented two textbooks from the Organization's website. Fundamentals of Cost Accounting (**********) and Intermediate Accounting (**********). I paid the additional charge to have the books shipped Priority. On October 21, 2011, I checked the website for the status of my order and found the Intermediate Accounting had been shipped UPS and the tracking number projected a delivery date of October 25th. Fundamentals of Cost Accounting did not show that the item had shipped. I called on October 24th, 2011 and spoke to ******* and she advised that the book shipped out of different location and that she could provide a tracking number but the item did not have any other information available. On October 25th a book was delivered to my house, which was suppose to be Intermediate Accounting, but was the Writing Handbook for Accountants. Not the correct book. I called Customer Service and they were closed, I sent two emails via the website explaining the situation. I called back the next morning the 26th at 8 am, the time they opened, and explained to Customer Service Rep ***** what had happened and the urgent need for them to fix my order. He was in no way helpful, so I pressed him to make sure the correct book got shipped that day and overnight. I just wanted the acceptable solution. He assured me that he would "personally" monitored the shipping and make sure it went out that day. He said they would send it priority which is normally one to two days. I asked if he could provide an email or call to me once the item was shipped and provide the shipping information. He said he could not do this. At this time I had received and email back from customer service stating it looked as though my issue had been handled, I emailed back saying I need assurances the book went out. No response. I checked the website throughout the day with no update. When I got home the other book had been delivered. On October 27th I checked the website in the morning and there was not update. I called Customer Service at 8 am, when they opened, and asked them to follow up on my issue. They took several minutes, because they could not find any new shipping information. They then came back with a shipping number that does not provide that the item has even been shipped. I asked to speak to a Manager and they gave me ******* a CS Supervisor, and I explained that I don't believe my item had shipped the day before and that what happened? and what were they going to do. She as far as she knows the book was sent and there was nothing else she can do. I said that I wanted a refund for my shipping and she said that is not something she could do. I asked for her to cancel the shipping of the book and she said she couldn't do that either and that I would need to wait for the item and then follow their return policy. At this point the tracking information does not provide the item has shipped. I have a book that I don't need and there has been no resolution to that one. And I received an email from customer service providing the tracking number saying they anticipate delivery on November 1st. One full week from when the correct one should have been received.

Desired Settlement: My desired outcome is for the return of my shipping expense. For someone with Corporate to call and explain to me why customer service did not handle my issue. I would like arrangements made to ship the incorrect book back. I also either want the correct book by October 27th or 28th or a full refund for the book, and to cancel my order for that item.

Business Response:

This customer did place an order on the afternoon of 10/20/11. The book in question was picked for shipment from our warehouse and was delivered to the customer on 10/25/11. The customer contacted us on 10/26/11 stating that an incorrect book had been shipped to him in error.  Customer service processed a new order for the customer in order to ship another copy of the book. It does take at least a day to process and pull orders for shipment. This was explained to the customer. On 10/28/11, the customer received the second copy of the book via UPS with tracking ******************. The last day for the customer to receive the original order on time was 10/27. The customer received the second copy of the book one day outside of this timeline.  When the customer called in, he was told he would be refunded for the shipping of this book and that was processed by the accounting department on the morning of the 27th.

Customer service proceeded correctly to fix this error. They processed a new order for another copy of the book, sent it with Next Day delivery service via UPS, and refunded the customer for the initial shipping charge for this portion of the order.

We are very sorry that the wrong book was initially shipped, but it was an accident and it was corrected.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/17/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On October 24,2011 I purchased Ryan's Occupational therapy assistant: Principles practice issues and techniques; The OTAs guide to writing soap notes;quick reference dictionary for occupational therapy, and also rented principles and techniques of patient care. I tried to choose the express shipping so I could get my books quickly, but because I had purchased them I could only get the standard shipping. On the website at the time it said 4-8 business days plus 2 days for processing so I processed my order and submitted payment with my debit card. Only after I submitted payment did it say that my books will arrive on November 16 which is a week past the 8th business day. My classes are only a month long and I knew I couldn't go halfway through the class without books so I immediately called to cancel my order. I was told that my books had already been picked from the warehouse and they were already in the hands of UPS. I asked for a tracking number and they couldnt provide this to me, and I was told that it could take 24 hours for the system to update. I called back 24 hours later and was told they were on the way but still no tracking number and it could take 48 hours for the system update. At this time I spoke to a superviser to request a refund and was told that when I receive my books they would issue a refund when they received the books back from me. I emailed the company about getting a tracking number and they replied that sometimes with standard shipping there is no tracking number. If they were sent out UPS then there would be a tracking number, now I have no way of knowing if my books are on the way or if they are still sitting in the warehouse. I am now going to have to spend more money to make sure I have the books I need for my class and they don't seem to care.

Desired Settlement: I would like a refund back to my debit card in the amount of $170.31 or the books that I ordered to be sent to me express delivery, or a tracking number so I can track my purchase

Business Response:

This customer did place an order through our website on 10/24/11 for the purchase of three textbooks and the rental of an additional book. On the shipping selection screen, there is a message in red below the ship methods that says “Orders containing book sales can only be shipped via Standard Service”.  The standard method is defaulted and is the only button the customer is allowed to select.  Standard Shipping, as clearly stated on the website, is for delivery within 5-14 business days, after the 1-2 days order processing.  Tracking is not guaranteed for standard shipping service. This is stated in our Terms of Use policy, which the customer must agreed to upon set up of an account with our site. The policy states:

Shipping
Packages shipped via standard shipping may not have tracking numbers. If your package is not received within the estimated shipping time, please contact our customer service department immediately. If the package's tracking number states "Delivered" to the address you provided at Checkout and the package cannot be located, then you will be charged the full purchase price of the item(s).

The package for this order was delivered on 11/1/11, which was well within the shipment timeframe for this order.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Order Placed: September 5, 2011 Order Number: 1324251 Shipping Method: Total:$46.52 Tax:$4.08 Shipping:$15.99 Discount:$5.00 Order Total:$61.59 Order Savings:$78.48 Bill-to Address: ****** *** ***** **** ** *** **** ** **** ******** ** ***** ******* ******** ******** ***** ** *** **** ******** ****** *** ********* ** ***** I placed this order on the 5th for the package to be sent to my brother ******** ****** ***** ** at the Ship to address, I paid the extra 15.99 for the offered: Priority Plus Service $15.99 + $9.99 each additional book per order (1-2 Shipping Day) Our Priority Plus Service shipments are typically shipped in 1-2 business days, and are usually received within 1-2 business days of shipment. Priority Plus Service shipments cannot deliver to Post Office boxes or on Saturday, Sunday, or observed holidays. (All Priority Plus Service shipments to Alaska and Hawaii may take longer to arrive and will be charged an additional $15.00.) We patiently waited until September 12, 2011 when the book still hadn't arrived to my brother and there was no email or text message sent to my brother's cellphone or myself notifying us that the order had shipped or was delivered as the website had promised and the email I recieved on September the 5th 2011 at 1144 am had advised: -original message- Subject: CollegeBookRenter.com Order Confirmation #******* From: ****************************** Date: 05.09.2011 11.44 AM Thank you for your College Book Renter order. We will notify you again once your order ships. You may access your order details at any time by logging into your account. Please note that you are responsible for returning your textbooks to CollegeBookRenter.com by the due date. For returns, you must use the prepaid return shipping label, which can be found on your account page at CollegeBookRenter.com. We hope you rent and/or buy from us in the future. Be sure to check back often to stay updated on all of our newest title and rental offerings. Your order information and other important reminders are noted below: Shipping : 1-2 business days To track your order you may log into your account page at CollegeBook Renter.com. Packaging : Your order may arrive in a non-CollegeBookRenter.com branded package This is a receipt of your order Order #: ******* Subtotal: $46.52 Shipping: $15.99 - 1-2 business days Discount: $5.00 Sales Tax: $4.08 Total: $61.59 Title / Price / Quantity / ISBN / Due Date DIFFERENTIAL EQUATIONS AND LINEAR ALGEBRA / $46.52 / 1 / ********** / 12/20/11 Your CollegeBookRenter.com Team "Because College is expensive enough!" Please note this email address is not monitored and replies sent to no-reply@collegebookrenter.com will not be delivered. I attempted to Contact Customer Service but had either just missed thier hours of operation or was advised I could not leave a voice mail due to thier automated service being full. I finally got a customer service rep who was cheery but insisted I call UPS and attempt to locate the book my self by sending my brother to the Apartment Management office, the Post box, the local Post office etc... I advised her he had already done that and That when I contacted UPS they stated they had left the book at the door of apartment #6 not #19 and that I would need to contact the shipper for them to send a request for an investigation. I called College Book Renter.com again got the same associate service rep who was cheery but insisted I call UPS and attempt to locate the book my self by sending my brother to the Apartment Management office, the Post box, the local Post office etc... I advised her he had already done that and That when I contacted UPS they stated they had left the book at the door of apartment #6 not #19 and that I would need to contact the shipper for them to send a request for an investigation.CBR associate stated why would the tenants in apt #6 sign for the book if it wasn't thiers and I stated UPS said they left it at the door and since I paid the 15.99 to put a rush on it I would expect for them to atleast get a signature she stated for me to havemy brother check again at the local locations (apt management office, etc..) and she would put a note in the account. I had my brother check again and placed another call on Sept 15 2011 I spoke to a cbr associate and a supervisor they would not send another book while they traced the original order despite me repeatedly and finally heatdly explaining to them He needs the book now, he cannot wait, I paid the 15.99 for the shipping to avoid this problem and if they were not going to send him another book then I want a refund because by the time they locate it he won't need it anymore for the aggrevation of the entire situation I just want the order cancelled since it was thier choice to use UPS as the company to handle thier merchandise they need to take up the issue of locating the book themselves I should not be penalized. They refused over and over again to refund me until the book was found. Dispite me stating over and over again that if they are not going to send him a book asap to replace the one admittedly mispaced by thier logistics choice I want a refund. I finally was at my wits end and hung up. I have a lready purchased him a new book at full price approximately 200 dollars and I just want a refund for the services that I had ordered and they failed to provide in the expected time frame.

Desired Settlement: I want a refund for the rental price of the book and the shipping according to my reciept comes to : 61.59 usd and an apology for the inconvenince and aggrevation caused by thier stubborness to accept that they did not perform thier services as promised. We may be a poor family barely making ends meet putting my younger brother through college, But I work for the Largest employer in the ********* ****** and I can assure you if I provided the experience that I recieved with collegebookrenter.com to any of our guests I would be out of a job, as it is I am an excellent employee and provide my guests with every possible measure to go above and beyond to provide them the services that we promised them from the time they place a call to us to the moment they leave our property.

Business Response:

This customer did place an order on 9/5/2011 and the book was delivered on 9/8/2011 to the address provided, *** **** ******** ****** ********* ** ****** There was no apartment number given at the time the order was placed. The apartment number was not added to this account until the customer called in on 9/15/2011.

Since the book was delivered to an incorrect address due to customer error, we cannot issue a refund until the book has been located.  The customer was told at the time of this call that a tracer would be filed and that a refund would be issued at the time the tracer was completed and only if the book was recovered.  Since this claim was issued the tracer was completed by UPS and the customer was refunded.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In August I rented two books from Collegebookrenter.com neither of which got to me. They provided a tracking number which I tracked via the USPS website and found out that the items could not be delivered to my address and are being returned to shipper. I notified them of this problem immediately and said that one of the books I need immediately and the other I would just prefer to return since by the time I received it would no longer be of use to me. They send me a second copy of one of the books and were supposed to refund me for the one I never received and did not need an extra copy of. I was told numerous times for the last couple of months that I will be receiving the refund as soon as they have the book back in their hands (which supposedly has not happened yet). I was even told to contact the post office (in which I contacted both in my town). The post office told me it was College Book Renter's problem since they tracking number clearly stated that I never received the books. The post office told me to tell College Book Renter that they could contact the post office directly. I waited 3 weeks and still no information so this week I sent another email (I have already wasted so much time and cell phone minutes on this issue). Now I am getting an email back saying that not only do they not owe me money but I OWE them a book or money for the book that I never received!!

Desired Settlement: I want a full refund for the book that I never received as well as the shipping and handling I had to pay for it. I should not have to pay any more money to them.

Business Response:

This customer ordered two books on 8/18/2011. At the time the order was placed, the customer did not use the correct shipping address and contacted us to see if the address could be changed.  This is the email we received from the customer:

**** ****** sent the following message on 08/18/11 at 02:10
Order Number: 1143526 Hi
I have been renting with you for over a year now and am very pleased with your service. I did not realize that my Ship To address was not changed before I placed my order a few minutes ago. My ship to address and my billing address are two seperate addresses. I hope that you can ship it to my new address which is updated in the account:
**** ****** ** ********* ***** *** * ****** ** *****Going to the other address I will not have it in time for classes.

 

As it sates on the website, we cannot change or cancel an order once it is placed. It also states in our Terms and Conditions, which the customer must agree to before registering for our services, any item(s) rented through CBR that is returned as undeliverable due to an incorrect address, the customer's account will be refunded for this portion of the order, less the initial shipping charges. If the item(s) is successfully delivered to the incorrect address or is lost during this process and is not received by CBR, the customer will be charged the full purchase price of the item(s).  The two original books that were shipped to the incorrect address that the customer entered have not yet been delivered to our warehouse. If these books do not arrive, the customer will be held responsible.

In an effort to help the customer, the one book that she did need when she called into customer service on 8/27 was reshipped. This book was shipped with UPS tracking ****************** to the new address the customer provided. Per the UPS website, this book was successfully delivered 8/30/2011. The customer is also responsible for this book.

On 10/19 the customer service manager allowed for a refund for the copy Law and Justice that was not received and was not reshipped to the customer, at her request.  This was a refund only of the rental price. If the books are never located, the customer will be responsible for the purchase price. College Book Renter shipped the books to the address the customer provided at the time of the order and, as stated in the above policy, undeliverable books must be received back to our facility or the customer will be responsible for the purchase price.

The customer also states she should be refunded shipping and handling charges. This customer received free shipping on her order.  CBR also sent the second copy of the book to the customer with Next Day delivery service at no charge to the customer, even though the shipping error was not in any way our fault.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8775382, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

**** ******

 


 

 I am not satisfied with the resolution because they only sent me $19 instead of the $20 it says I paid for it. I was going to let this go until I read their message in response to the claim stating that if the books are never located that I would still have to pay for them. They will never be receiving any money for me from that book or any other because I will not be renting from them again. It is true that I tried to change the address but my "old" address is my aunt's address in which I visit at least weekly, and there has been no book shipped to that house either. I tried to change the address for it to be more convenient for me, but when they said I could not I said that that was fine and that that was my fault. Both addresses on file are legit addresses and there is no reason why books would be undeliverable to those addresses. No other companies have had problems with either addresses and I have received mail at both for the past few months. All I want from this is for College Book Renter to stop saying that if they do not receive their books back at the warehouse than I will have to pay for them because thats ridiculous and this nonsense needs to stop. If they have an issue the ********** post office is looking forward to hearing from them. Every time they say that I will owe them money is making me resent the company more and I can not wait until I am done with these classes so I can return the ONE book I have and be done with them. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/18/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased two rental textbooks on 1/10/11 from collegebookrenters.com. I was satisfied with my rentals, and returned them by the due date via UPS. According to their website, both books were received on June 6th. I believe I returned them properly with the proper labels and packaging. After returning them, I was notified via e-mail on July 18th that one of the books, order #****** ***** *** ******: SOURCES IN EUROPEAN WOMENS HISTORY, had not been returned. I disregarded this e-mail because I knew that I had returned them, and incorrectly assumed that the problem would be worked out by the business. Upon review of my bank account statement, I discovered that I was charged $4.56 for overdue charges on this book, although it had been returned over a month ago. On Sept 23 I received another e-mail informing me that I was being charged $58.44 for the purchase price of the book, as their computers still showed it as not being received by their warehouse. I contacted collegebookrenters.com promptly about my complaint, and after several e-mails back and forth, they are still adamant that I did not return said book. They requested shipping information which I am unable to provide, but do know I shipped via UPS. I am certain this book has been returned; the package was received by their warehouse because the other book which I returned with it has been checked back in and processed as returned.

Desired Settlement: I am asking for a $63.00 refund from collegebookrenters.com, for the charges of overdue book rental on 7/18/11 of $4.56 and the second charge for the book price of $58.44 charged on 9/23/11. This can be credited to my bank account information that they have on file.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/17/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a book ( JUVENILE DELINQUENCY: THEORY PRACTICE AND LAW (CENGAGE ADVANTAGE BOOKS):) on August 30th, 2011. I also paid for priority shipping, which would have the book delivered within 3 days. On September 10th I contacted the company via email requesting the whereabouts of the book and a refund on the amount that was charged for priority shipping because it was obvious it had not been prioritized. I received an email from the company saying saying they could not track the order because it the book was coming from a third party and they didn't provide a tracking number. I was given a "5% off next order" code and advised that I would receive a full refund for the product and should the product ever show up, to contact them for a return label. I was told that the max time it would take to process/receive refund would be 9 business days. On Septemeber 27th, 2011, I again contacted them via email. I told them I would be contacting the bank and filing an affadavit at my bank if I did not see the money by that Friday and would be contacting BBB concerning the matter. I was answered back with a copy of original email stating the 3-5 days refund and apologies for any inconveniences. I contacted them again on Oct 3rd via email, stating that I was following through with the bank and BBB since no refund had been issued. I received another reply from them stating I've been refunded and it will take another 3-5 business days for my card to reflect the credit. I replied back to the company stating I still contacted BBB and the bank because I do not trust them. Bottom line, it's been over a month and I have no product or refund. I have kept all emails concerning this matter.

Desired Settlement: To receive my money that was promised three weeks ago, and to notify others of the unethical business practices of this company.

Business Response: A refund for this transaction has already been processed. The total refunded amount was $17.07, $7.08 for the book and $9.99 for shipping.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8761229, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2011 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently ordered books from cbr. the first order went well and I receive my book quickly at the po box. However, I processed another order on 9/4/11 which I have still to receive. First of all I was charged twice for the same book. After calling cbr about this they simply told me there was nothing they could do. I would just have to wait to get two identical books and then return one. I tried explaining I only ordered one and not two they did not care nor listen. Secondly, the shipping option I chose stated I would get my book within 3-5 days which should have been around 9/9/11 or so. I sent them an email asking where my book was. after a live chat revealed the book supposedly could not be shipped to a po box. They promised me next day air at that time which meant I would have received the book no later than 9/19 according to ups. However, when I checked the website and tracked my order it stated it is scheduled to be delivered on 9/22. When I got onto a live chat the rep told em ti was shipped priority shipment which is not the same as next day air. I was lied to, overcharged and still have not received my book. This company has the worst service I have seen for online ordering.

Desired Settlement: I would like a refund on the charges posted to my account due to being overcharged and lied to.

Business Response:

This customer was not charged twice for an order. The customer placed the order two times. The first order, 1311457, was placed at 12:15 CST. The second order, 1311496, was placed at 12:17 CST. Both copies of this book were shipped but were not able to be delivered. Both copies were returned to the sender. The customer contacted us about not receiving the books so a third copy of this was sent out.  When that book was delivered by UPS, the shipment was refused by the customer. After all of the books were returned and received back into inventory, refunds were processed for both orders. This customer has been refunded for both orders.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8744599, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


First of all I did not click twice to order two of the same book for the same class. 

Second of all, I confirmed with ups cbr did not give them an accurate home address and the package was delivered to 4513 Oxbow Avenue which is not my address. Cbr is fully aware of this as I have told them numerous times. I am still due a refund of 5.99  for the shipping and handling of the book that never made it to my house. I ahd to argue with them and send numerous messages before they would give me any refund. They apparently have not reviewed all of their notes accurately.

Business Response: Again, all of the charges have been refunded to the customer. There is nothing left to refund. Each order has a $0.00 balance charge. All rental fees and shipping charges have been refunded.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8744599, and find that this resolution would be satisfactory to me.  I will not wait for the business to perform this action due to confirming this has happened after I complained numerous times. I hope the change their customer service and I will consider this complaint resolved.

Regards,

***** *****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/3/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered Intervention and Relection: Basic Issues in Bioethics by ****** ****** from the company for $8.19 as posted on thier website. I waited for my book to arrive. The other two books (I rented the other two) arrived, but the book I purchased (for a seriously reduced price - wondering now if that was an error, and if the book was not "lost in the mail" as they state, but never shipped as it was over a hundred dollars cheaper than the usual price) never arrived. I contacted customer service several times, only to be given the run around. When it reached past a reasonable date for it to arrive, I was told that they would refund the amount I paid, but would not send me another book for the offered price. They also stated they could not offer me free overnight shipping to rectify the error. Not only did I have to order another one, for much more expensive, but had to pay for express shipping due to thier unreliable service. POOR customer service. I feel like I was decieved... as I am sure the book was never actually sent. They refused to give me tracking information, or tell me who it was shipped with, or when it was even picked up for shipment. This is not good business.

Desired Settlement: My desired outcome is twofold. First, I want them to either ship me the book they told me they would send me at the price I ordered it at, OR in lieu of that, refund me the additional amount that it costs for a new one ordered express shipping. Secondly, I want thier practices to change. This is not the way to do business guys.... especially when college students talk. Thats a good way to get a bad reputation! Kind of ironic that the book topic is ethics.

Business Response:

This customer did purchase a copy of INTERVENTION AND REFLECTION BASIC ISSUES IN BIOETHICS from our website. We submitted this order to our partner company who ships the books that are purchased.  This order was processed on 9/1/2011 for delivery. We are sorry that the book did not arrive, but it was most definitely shipped out.  We cannot offer to reship another copy of the book, because this book is no longer in stock.  We did not try to cancel this order as the customer is suggesting because of a pricing issue. If that were the case, the customer would have been notified within two days of the order, as it states in our Terms of Use that the customer must agree to upon creation of the online account:

Pricing Error

If an item is priced incorrectly on our website due to a programming error or an error in pricing from one of our trusted third-party providers, CBR reserves the right to cancel that order. If your credit card has already been charged, CBR will immediately issue a credit to your credit card account.

 

At this time, the customer has been refunded in full for this portion of the order. This includes $8.19 for the book, $0.49 tax, and $1.99 shipping for a total refund of $10.67.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8752528, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

If the business had done that immediately I would not be as angry. Instead they strung me along and caused me to go 3 weeks of class without a textbook I needed, continually telling me it was in the mail and should arrive soon. They lied to me... repeatedly. And caused me to spend much more than the amount they told me by accepting the order that they would sell me the book for. This is not resolution at all.

 

Regards,

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

 


 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/3/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered my textbooks from the company to receive in enough time to start on my classes. I received an email TWO days later stating that one of my books was unavailable. The email said nothing about the other book. When I called to see what was taking so long on the other book, the company informed me that they did not have it in stock so they had ordered it from a third party seller. Because they ordered from a third party seller, they were unable to tell me about any shipping information, only that I would receive my book within the time frame and on September 15th at the latest. I still have no book! Also, no one knows where this book is. Therefore, I am at the point where I might need to withdraw from my course because I now have to order ANOTHER book and wait for it to be shipped to me. All the while, waiting on a refund for this ridiculous company.

Desired Settlement: I don't want anything, I just want people to know how ridiculous this company is. I want to get the word out to not order from them. The only thing I wanted was my book. And I STILL don't have that. Unless of course, they want to contact my professor to explain why I don't have a book yet.

Business Response:

This customer did order the book in question on 8/23/11. The book was ordered via standard shipping. As it states on the website, we do not guarantee tracking for standard shipping orders. Since this was ordered on 8/23, the latest delivery date should have been 9/15/11. When the customer notified us that the book was not received, we offered to refund this book or ship a new one. Understandably, the customer could not wait any longer for the book to arrive so a refund of $17.05 was issued for this portion of the order.

We are very sorry that this book did not arrive within the estimated delivery timeframe.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/3/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a book from this compant, and was sent the incorrect book. When I called the company they stated I would receive a refund within 3-5 business days, and receive a packing slip to retrn the book within a week. I was never told the book (which was incorrect in the first place) needed to be returned before a refund would be processed.

Desired Settlement: refund asap

Business Response:

This customer did call in claiming to have received an incorrect book. Unfortunately, due to the dishonestly of others, we have had to implement a policy that books must be in transit back to our facility before a refund can be issued.  This customer has returned the book in question and a full refund has been issued.  We are very sorry that the wrong book was received.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/26/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The lastest any book should have been delivered was on the 6th of September. All, but the one that never arrived, made it within the 5 day limit (2 days processing+3 days shipping). The other book came in on the 7th of september, which is not within the limit 5 business day limit (31st-Wednesday, 1st-Thursday, 2nd-Friday, 5th-Monday, 6th-Tuesday). That's why a refund should be given for the book and the shipping cost of that book. I have copies of every email I have sent them, as well as the replies that were given (if needed). This is a copy of their shipping aggreement for Priority Service: Priority Service $9.99 + $4.99 each additional book per order (2-3 Shipping Days) Our Priority Service shipments are typically shipped in 1-2 business days, and are usually received within 2-3 business days of shipment. Unfortunately, CollegeBookRenter.com cannot deliver any Priority Service shipments to Post Office Boxes or on Saturday, Sunday, or observed holidays. (All Priority Service shipments to Alaska and Hawaii may take longer to arrive and will be charged an additional $15.00) The tracking report below for your convenience: Location Date Local Time Activity Indianapolis, IN, United States 09/14/2011 10:48 A.M. Delivered Indianapolis, IN, United States 09/13/2011 6:39 P.M. Destination Scan 09/13/2011 3:58 A.M. Arrival Scan Earth City, MO, United States 09/12/2011 10:43 P.M. Departure Scan 09/12/2011 9:06 P.M. Arrival Scan Mesquite, TX, United States 09/12/2011 10:09 A.M. Departure Scan Mesquite, TX, United States 09/09/2011 8:53 P.M. The customer was not available on 3rd attempt. / Returned to shipper. 09/09/2011 4:56 P.M. The customer was not available on 3rd attempt. 09/09/2011 5:39 A.M. Out For Delivery Mesquite, TX, United States 09/08/2011 11:22 A.M. The customer was not available on the 1st attempt. A 2nd attempt will be made. 09/08/2011 5:30 A.M. Out For Delivery Mesquite, TX, United States 09/07/2011 4:44 P.M. The customer was not available on the 1st attempt. A 2nd attempt will be made. 09/07/2011 12:54 A.M. Out For Delivery Mesquite, TX, United States 09/06/2011 11:44 P.M. Destination Scan 09/06/2011 6:52 P.M. Arrival Scan Hodgkins, IL, United States 09/02/2011 9:31 A.M. Departure Scan 09/02/2011 12:07 A.M. Origin Scan This is a receipt of my order: Order # 1277115 ISBN Title Quantity Price Due Date *********6 APROXIMACIONES AL ESTUDIO DE LA LITERATURA HISPANICA SEXTA EDICION (SPANISH EDITION) 1 $34.67 11/28/11 *********5 VOCES DE HISPANOAMERICA: ANTOLOGIA LITERARIA 1 $35.48 11/28/11 *********4 CONVERSACIN Y CONTROVERSIA: TPICOS DE HOY Y DE SIEMPRE (6TH EDITION) 1 $26.54 11/28/11 *********6 REPASO: A SPANISH GRAMMAR REVIEW WORKTEXT 1 $27.75 11/28/11 -------------------------------------------------------------------------------- Subtotal: $124.44 Shipping: $24.96 Discount: $6.22 Sales Tax: $10.28 Total: $153.46

Desired Settlement: A refund for the book ($26.54) and the shipping cost for the book ($4.99) that never arrived

Business Response:

This customer did order in the late afternoon of 8/30/2011. Order processing dates for this order were 8/31/2011 and 9/1/2011. The shipment method this customer selected was the 2-3 shipping days. With this method, the books should have arrived on or before 9/7/2011. All books on this order were delivered or attempted before or on that date.  The customer is including Monday, September 5th as a delivery date. This was Labor Day. This is not a delivery date. Please see our shipping policy that the customer agreed to upon set up of the account and referenced in the complaint:

Shipping Policy

CollegeBookRenter.com now offers competitive shipping at even further discounted prices. Our strategic partnerships are sure to provide you with a delivery service that is both reliable, and cost effective.

We only deliver to U.S. addresses at this time.
We cannot deliver to APO or FPO military addresses.
P.O. Box deliveries are only available with our Standard and Premium Ground Services.
Shipments to Alaska and Hawaii may take longer than the estimates provided below.

Orders are usually processed for shipping within 1-2 business days. Business days are Monday through Friday, excluding holidays observed by the United States Postal Service and UPS, such as New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

 

Since the customer was not available any of the times UPS attempted delivery, the package was returned to our partner company that shipped this out. The book then had to be shipped to our warehouse for processing. This book was received into our facility on 9/20/2011 and a refund was processed for the book and tax on 9/22/2011. The refunded amount is $27.40. The original rental of this book was $26.54 and the customer used a 5% discount code, making the rental cost $25.21. The tax for this portion of the order is $2.19 for a total refund of $27.40. The shipping charge will not be refunded, as delivery was attempted on time.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8747527, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/22/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I issued a textbook buyback with this website. The book that I sent them was in very good condition. Like any other website that buys back textbooks, they gave me a prepaid shipping label. However, this label was **** Media mail; they did not offer me a *** or ***** label which is delivered much faster. I sent them the book on August 15th, and they claimed to not have received it until September 19th! Media mail is slow, but it does not take 5 weeks! Furthermore, they told me that they were not going to pay me because the book was water damaged. On top of that, the book would not be returned to me and would instead be "destroyed". The book that I sent them WAS NOT water damaged. Either they are lying and profiting off the book without paying me, or they damaged the book in the 4 weeks or so that it must have been sitting in their warehouse unchecked. I tried contacting the company on several occasions, and on each one they were unresponsive or dismissive. I even offered to pay for return shipping, but this nefarious business refused even that request. They refused to so much as check my book one more time, let alone pay me or give me a refund. These scam artists should not be allowed to prey on college students.

Desired Settlement: I would like the promise buyback price of around $26 paid to me, or I would like my book returned to me in the condition in which I sent it in.

Business Response:

This customer created his online account on September 5, 2011 and the sellback, 1326455, was created on this same date. Please see attached screen shot of the customer’s account.  The customer claims that his book was sent to us on August 15th. Since the account was not even created until three weeks after this date, that is impossible.  We do supply customers with a prepaid **** shipping label. This label is for standard service and delivery of these packages can take up to 14 business days.  This book was received in our warehouse on 9/14/2011. Upon inspection of the book, it was determined that this book was damaged and not able to be added to our inventory. The book was water damaged. The outer packaging was not damaged or wet in any way.  The book was not wet when it arrived; the damage occurred before it was shipped to us.

Before a sellback is created, the customer must agree to the following terms:

Please note that we can only purchase college books that we will be able to rent or sell.

We CANNOT accept:

·         Books that are water damaged, molded or mildewed

·         Books that contain stains of any kind

·         Books that have missing or loose pages

·         Books that have missing or loose covers

·         Books with a broken or damaged spine/binding

·         Books that have excessive highlighting, underlining or marginalia

·         Study guides, lab manuals, and other fill-in books with answers written in them

·         International editions

·         Facsimile copies

·         Custom editions

·         Annotated Instructor's editions

Decisions regarding the conditions or types of textbooks we receive rest solely with CollegeBookRenter.com. If we receive unacceptable books or books that are not on your buyback list, those books will be immediately discarded or donated. Textbooks cannot be returned due to the volume of buyback orders and the charges we incur to receive them. All decisions regarding textbook type or book condition are final.

 

When the customer was contacted about the receipt of the damaged book and that payment would not be issued for a book that we cannot use, we received the following email:

From: *****************Created: 9/19/2011 19:38:42 PM
To: *****************************Subject: RE: Re: Inspection Complete

 

Yea, that reply is not going cut it.

 

Enjoy telling that to the Better Business Bureau when they give you a C rating.

Enjoy telling that to your (lack of) future customers when they see that poor rating, as well as all of the message boards posts I make disparaging your company.

And enjoy telling that to the police officers that come to your door regarding the complaint I file for stolen property.

I am a first year law student with way too much time on my hands and way too big of a chip on my shoulder.  Let me tell you a story of something that happened to me a few months ago.  I had 2 $50 ********** gift cards that I sold on ****.  The same buyer purchased both items, and it turns out that the buyer's account was hacked.  ****, ****** and ****** all refused to refund my money, but amazon was able to give me the name and address of the person who the item purchased with the stolen gift card was shipped to.  I called up the police department of the city in which this person lived, all the way across the country in California.  I kept pestering the same detective until he agreed to investigate.  It turns out that the person who stole my gift cards did this to a few other people, and was also in this country on a ***** ****.  He is in the process of being deported right now.

 

While I may not be able to deport you scam artists.  I will work tirelessly to make sure that you do not profit off of your nefarious acts.  I will follow this through with the BBB and the police.  If they do not help me, I will still work to screw over your company.  I do not lose in these situations.  I am willing to shoot myself in the foot in order to hit you guys in the face.  I will continue to call, email and chat with your company; just to waste your employees time.  I will print out prepaid labels on your website and ship you guys some of the dozens of really heavy, worthless textbooks that I have sitting in my basement.  I already have the boxes and worthless books, so the only thing I waste is time; and by the length of this email, you already know that I don't care about that.  

 

I am going to give you 24 hours to respond.  The only two acceptable responses are that you are going to send me money via PayPal or send me my book back.  If I do not get such a response, I will begin wrecking havoc on Wednesday.  

 

I hope you make the correct decision.

 

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

 

We received a damaged book from this customer. Our policy, that the customer agreed to, clearly states that damaged books will be discarded or donated. We do still have this damaged book, so we will go ahead and send it back to the customer, again at our cost. Our legal representative will be contacting the customer about his other potential acts such as “I am willing to shoot myself in the foot in order to hit you guys in the face.  I will continue to call, email and chat with your company; just to waste your employees time.  I will print out prepaid labels on your website and ship you guys some of the dozens of really heavy, worthless textbooks that I have sitting in my basement.”

Consumer Response:

Better Business Bureau:

I have just reviewed the original email that I received from you guys, and you are correct; my order was made (and item shipped) on September 5th.  I sold back a bunch of books in August/September and confused the email from your company with one from another (similarly named) company.  For that misinformation, I am truly sorry, that was not my intent.

 

A lot of my anger at your response was initiated by my mistaken belief that the book was mailed to you guys earlier.  I thought that this book was sitting in your warehouse for several weeks and led me to get suspicious.  I still contend that the book that I sent you was not water damaged, but after reviewing your history of customer resolutions on BBB, I no longer believe that there was anything maliciously done on your part.

 

I still have an issue with your company's **** only policy, and much more so with your damaged books policy.  For one, adding a *** option, with a company of your size, would not cost you much more money and would greatly enhance customer service.  The cost can even be absorbed by lower buyback price.  Most people would gladly receive a few dollars less if it means knowing the whens and wheres of their book.

 

And your damaged book policy also makes no sense.  You will lose any customer for life, both as a buyer, seller and renter, by doing this to them.  A much better option is charging the customer the true shipping and handling cost for the returned book.  

 

Well those are business decisions; and you guys know that ins and outs of the business much more than I do, so I will no longer pretend to be an expert on the matter.  As for all of the legal stuff, you guys can save your money on drafting a cease and desist letter for me.  I'll take this BBB response letter as notice of such, and will not bother you guys anymore.   This was not about money for me.  I could care less about $25; I am spending roughly 7000 times that much on law school anyway, so that's just a drop in the bucket for me.  I do not like it when corporations take advantage of their consumers, especially when those consumers may not have the means to fight back.  I believe that your buyback policies fall into this category, and that is why I took up this matter further.

 

I see that you have agreed to ship this book back to me, and for that I am thankful.  I will consider that the end of our conversations.  Good luck with your business, and I do hope that you take some of my suggestions to heart.

 

-**** *********

 

I have reviewed the response made by the business in reference to complaint ID 8746338, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/21/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order and paid for two textbooks rentals on August 22, 2011. I received one textbook approximately a week later and contacted the company to locate the second textbook. The representative I spoke with informed me that their warehouse was out of the second textbook but that a third party warehouse shipped the textbook. I asked the representative for a tracking number or phone number to contact the company to see when I could expect the textbook, the representative was unable to provide me with this information but was able to confirm that the text book was shipped. Another week passed and I still didn't receive the textbook so I contacted the company a second time and a different representative told me the textbook was on the way. Another week passed I still didn't receive the textbook so I contacted the company again this time asking to speak with a supervisor. The supervisor informed me that I should've received the textbook by now and that he had to to some investigating, and I agreed to call him back in an hour. When I called back the supervisor explained to me that he found out what the problem was and told me with 100 percent certainty that I would be receiving my textbook within 3 business days. This conversation with the supervisor took place on a Friday the next Monday I received and an email explaining that the company was unable to locate the textbook and I would receive a refund in 3-5 days, after reading the e-mail I contacted the company, spoke with a manager who informed me there was nothing he could do and didn't seem to care that I had placed an order four weeks ago for a textbook that I never received but that I was promised was sent out on multiple occasions. Immediately after the conversation with the manager I visited this company's website only to see the same textbook I ordered four weeks ago but never received and was told multiple times another copy couldn't be sent to me is still available for rental.

Desired Settlement: I waited for four weeks for a product that I never received but was told by multiple employees was in transit. Instead I received a refund on my debit card after a month of broken promises. I ordered this textbook a week before class started for the specific reason that you CANNOT attempt to attend class with out the required textbook and still expect to receive the best education and grade possible. When this company is out of a certain textbook and uses a third party it needs to make sure they can provide the customer with that company's contact information or a tracking number so the customer can locate the product.

Business Response:

This customer did order two books on 8/22/11. The book in question was purchased from a third party supplier to ship directly to the customer.  Unfortunately, all orders do not have tracking information available, as was the case with this book. The customer contacted us stating that the book was not received. The normal course of action to rectify this situation is to offer the shipment of another book or a refund for the portion of the order not received.  When the order for the additional book was processed, another copy could not be located. We had no option but to refund the customer.

We are very sorry that this situation occurred and never want a customer to go without their book. The customer has been refunded in full, $92.49, for this portion of the order.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8741245, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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

Regards,

 ****** ******

 


 

 You fail to mention any change you plan to implement to help customers locate textbooks they order from your company that you do not have in stock and have to use a third party to send out the textbook. I called 4 times and spoke with 3 representatives and 1 manager who all told me my book was either sent out or would be sent out shortly. College Book Renter needs to be able to provide customers with a tracking number or third party company name when they use a third party to send out textbooks. If they are unable to provide customers with this information how many more will experience the same situation I went through and have to wait for a textbook for four weeks that was promised was sent to me numerous times but was never able to be located and never received. I wanna see this change implemented and I won't stop communicating with the Better Business Bureau until I see this change implemented.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/13/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the service Sunday, August 21 under the terms of 1-2 business days to process and 2-3 business days for shipping. At the latest it should have arrived by Friday, August 26. Since it did not arrive by Friday, I was forced to purchase the book elsewhere as I needed it for class. This company refuses to give me a full refund, saying that I have to pay for at least $5 of the shipping cost. Since they broke the contract and shipped it late, I do not feel I should have to pay anything for shipping or the book as I was forced to purchase it from the bookstore at school last second in order to get my work done for class.

Desired Settlement: I would like a full refund for the book and shipping costs.

Business Response: This customer's book did arrive 3 days late and all of the shipping charge, $9.99, is being refunded. To get a refund for the book, the customer simply needs to follow the return instructions on the online account. She has 20 days from the order date, 8/21/11, to return for a refund. This means the book needs to be back in transit to us by 9/9/11 to qualify for the refund. We provide a prepaid UPS label for returns. Please log onto the account and go to the rental return button to the right of the order.  Again, we are very sorry that the book was late and a refund can be processed as soon the book is returned.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had the worst consumer experience I've ever had recently with CollegeBookRenter.com I placed an order online and my credit card was charged 3 times! After this computer error I spent three hours on the phone trying to get the charges reversed. I was assured that my books were on their way and offered very minor condolences. (Friday) Today (Tuesday) I called because I never got a conformation email and I was told that my order was canceled. "I guess you didn't get the email" I'm tired of being lied to and mislead by these people who have no idea what customer service means. Now I have to pay for expedited shipping with one of their competitors in order to receive my textbooks so I don't fall behind on my classes. Collegebookrenter.com thinks that they can just push their mistakes under the rug because their patrons are "broke college kids" and that is wrong. I was offered no solution to the problem and I had to spend hours of my own time trying to correct an error that had nothing to do with me. I gave this company an opportunity to correct the mistake on their end and they offered me no solution.

Desired Settlement: I have no expectations for an outcome but I would just like to make this information available to others considering using this service.

Business Response:

This customer attempted to place an order on 8/26/11. The customer was charged multiple times for the same transaction in error. The customer called in immediately after her order was placed and talked to the accounting department about the charges. They stayed on the phone with her and her bank to ensure all extra charges were immediately reversed. The customer then called back into accounting and asked if the books had been shipped. All orders take 1-2 days for processing, as it states on the website before the order is placed. The customer repeatedly stated that due to the situation that had occurred, if the books had not already been shipped she wanted all of her money to be returned and the order cancelled. We did exactly what she asked and voided all of the charges and cancelled the order.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8723431, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** ******

 


 

 I spoke with ****** from the accounting department when I was having her authorize the removal of the charges with my bank also on the phone. I asked her if she could transfer me back to Customer Service when we finished so that could get a conformation email about my order sent to me. She said that she could do that. She attempted to look up my order and after the third time attempting to place an order she said that I still did not have one. She then called **** who I previously spoke to in customer service and **** confirmed that I still had an order. I said that the only reason I was keeping my order is because I could not afford to loose the days worth of shipping. I did read and understand that it takes 1-2 days for processing and discussed it with several of the customer service representitives that I spoke to on Friday. ****** said that the customer service manager was in a meeting but that she would go over there after we got off the phone to make sure that she sent me an email conformation. On Tuesday I called back because I never received my conformation email and the manager that they had return my call, ***** *, told me that the reason that I never got an email is because they cancelled my order due to the original technical error and "I guess you didn't get the email" stating that my order had been canceled. I clearly did not cancel my own order and I am not seeking any kind of compensation I simply believe other consumers need to be aware of this companies business practices.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/12/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered 2 books on August 12th. I received the first within 10 days, and when I contacted customer service about the second book, they told me it was shipped via a 3rd party, and to wait a week for it to arrive. After waiting, I contacted customer service again and was told that I had to wait till September 6th before anything could be done. On the 6th it had not arrived and I contacted CBR again. After speaking with Brandi in customer service, I was told I had to wait another week for the book (9/13). I requested a refund and was told that if I would not be refunded until the week had passed, and that they had to wait to see if it arrived. They made no attempt to resend the book, and now my classes have started and I haven't received a refund nor the book I ordered.

Desired Settlement: I would either like the book replaced and overnighted to me, or a refund so that I can purchase the book elsewhere.

Business Response:

The missing book on this order should have arrived no later than 9/6/2011, but the representative that spoke with this customer was incorrect in telling the customer to wait another week.  Our regular procedure is to offer the replacement or a refund if a book is not received in the proper amount of time. I this case, the customer asked that a book be reshipped. This can be done. We are also going to prorate the charge for this rental.  Using the estimated delivery date of 8/19, the date the other book on the order was delivered, the prorated refund will be $8.00.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8735718, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered 8 books under order number 1203990 on August 23rd. All were represented on the website as in stock; however, three were canceled later that night. That is fine and understandable and I appreciated the prompt service. Of the remaining five, I only received three. When I began to notice that only some books were shipping, I contacted customer service via online chat. They assured me that I would receive my books by August 28 and that they had placed the order with third party suppliers and though they did not have the shipping information, I would definitely receive them. I paid for two day shipping, but apparently there is a two to three day processing time which can affect delivery. I overlooked this and it was my fault. The books should have shipped on August 26th which would have been the third business day after the order was placed. I was by customer service that they had definitely shipped and I should get them. On Wednesday the 28th I was told it had taken too long for the books and I would be refunded the money for shipping but I never was. I was also told that a supervisor would find out where the books were and contact me via email. I was not contacted. The next day I contacted them again via chat and talked to a supervisor named Jeremy who told me he would look into it and contact me, though four hours later when I had not heard, I was told he just found out two minutes ago and that they would have to order the books and then ship them to me and I would not receive them until sometime between Tuesday and Thursday of next week which is unacceptable. My complaint boils down to this: -Customer Service on numerous occasions assured me that my books had shipped despite their not having a tracking number because the order was filled by a third party partner. It is unclear that any books shipped. I was told it may have been because of the hurricane though I do not know. I was told that if my order was lost it would be sent express but then was told it may be as late as Thursday which is 16 days after the order was placed. -I was told on one occasion that a supervisor would contact me but didn't. -Sometimes the book was represented as shipping from a warehouse which they could contact and on other occasions it was represented as shipping from a 3rd party. -If there were delays due to weather, I should have been informed.

Desired Settlement: Classes started on Tuesday of this week, but would have started Monday were it not for the weather. Because of the significant delay, I fell behind in classes. Today, in order to obtain the books quickly, I had to pay significantly more than I was paying with collegebookrenter.Collegebookrenter defaulted on our lease agreement due to undue delay and is in violation of Kentucky Law 355.2A-508. I am entitled to cover under section 1(c) of that statute and damages from paying more for a purchase and a lease under statutes 355.2A-518 and 355.2A-519. I am not interested in quibbling over a hundred dollars or so and would like to use collegebookrenter again; however, I would like them to make things right in the following ways: 1) For myself I would like ten percent off my next order and free overnight delivery. 2) They should make it clear on their site when an order is being filled by a third party and make a reasonable effort to obtain tracking information from that third party or have the third party contact the lessee with the information. 3) In the event of a failure of a third party to contact or provide shipping information to a lessee, customer service representatives should have the ability to contact the third party to request that information.

Business Response:

There were two books on this order that were purchased from a third party supplier to be shipped directly to the customer. Unfortunately, this supplier was affected by the hurricane on the east coast and had to end up canceling the order. This is not the customer’s fault in any way, just what was happening behind the scenes. When this seller was able to contact us and let us know the situation with the outstanding books, the only thing we could do was to offer to reship or refund. The customer needed the books very quickly, so a refund was processed for that portion of the order.

Since this customer experienced this problem on the order, he has requested 10% off of the next rental. We don’t have a way to set his account for a certain percent off, but I can add credit to be used on the next order. Based on the current order, 10% of this would be $28.00. He has also asked for shipping compensation. We will add a total credit of $75.00 to the customer’s account to be applied to the next order.

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 8726419, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/6/2011 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order on August 10, 2011. I paid $9.99 for expedited shipping. I failed to receive the book, so I called on August 18, 2011 (at which point the customer representative I spoke with asked, "Why did you wait so long before contacting us if you didn't receive your order?"). I was told by the customer representative that the only thing they could do was send out the order again for their fastest shipping, which would mean I wouldn't get the book until August 23, 2011, and that the only credit I would receive would be $4.00 back for the difference between the $9.99 expedited shipping I paid for, and the regular $5.99 shipping. I did not have the book I needed for my first week of classes, didn't receive the book until August 23 (almost 2 weeks after placing the order), and all I was credited was $4. The customer representative that I spoke with on August 18th also said that I was welcome to return the book to get a refund once I received it, but I would not be refunded the shipping amount. This is ridiculous, since I still need the book for class.

Desired Settlement: I want to be refunded 50% of how much I paid for the book. I do not want "store credit" as I do not wish to use collegebookrenter.com ever again.

Business Response:

This customer rented a book on 8/10/11 and paid $9.99 for priority shipping.  Our orders require 1-2 business days for order processing and the shipping days for the method selected were 2-3 business days.  The book should have arrived to the customer no later than 8/17/2011. The customer called in on 8/18/11, as the book had not been received. Unfortunately, this book did not arrive and has been deemed as lost in transit. We created a replacement order for the customer at the time of the call and a new book was shipped out and was delivered on 8/22/11. The customer was refunded the full shipping charges.  We are very sorry that this book was not received in time, but a new book has been shipped and the shipping charges reversed.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 8714747, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/29/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I PLACED AN ORDER ONLINE FOR THE TEXTBOOK FORENSIC ANTHROPOLOGY & MEDICINE ON AUGUST 14, 2011. ON AUGUST 15, 2011, I WAS SENT NOTICE THAT THE BOOK IS UNAVAILABLE AND THAT I WOULD RECEIVE A REFUND IN 5 TO 7 BUSINESS DAYS. I WENT BACK TO THE WEBSITE AFTER RECEIVING THE EMAIL AND THE BOOK IS STILL BEING ADVERTISED AS AVAILABLE WHICH IS FALSE. I CALLED IN TO CUSTOMER SERVICE AND WAS TOLD THAT THE ORDERS ARE FILLED ON A FIRST COME FIRST SERVED BASIS WHICH I DID NOT SEE ANYWHERE ON THE WEBSITE. I ALSO ASKED WHY THE BOOK IS STILL BEING ADVERTISED AS AVAILABLE AND WAS TOLD THAT THE WEBSITE IS UPDATED AT THE END OF EACH DAY. SO IF A DOZEN PEOPLE ORDER THIS BOOK TODAY THE COMPANY WILL CHARGE THEM FOR IT KNOWING THAT THE BOOK IS NO LONGER IN STOCK, THEN SEND THEM AN EMAIL TOMORROW LETTING THEM KNOW THE BOOK IS NOT AVAILABLE AND THEN THEY HAVE TO WAIT 5 TO 7 BUSINESS DAYS FOR A REFUND WHICH IS UNACCEPTABLE AND MORE THAN AN INCONVENIENCE TO A COLLEGE STUDENT WHEN THEY DO NOT HAVE THEIR BOOKS IN TIME FOR CLASSES OR HAVE TO PAY EXTRA MONEY FOR EXPRESS SHIPPING.

Desired Settlement: I WOULD LIKE A FREE SEMESTER BOOK RENTAL FOR THIS INCONVENIENCE AND FALSE ADVERTISING. THEY ALSO NEED NOT CHARGE CREDIT CARDS UNTIL THEY VERIFY THAT THE ITEM IS IN STOCK AND NEED TO ADVISE THAT THE ORDERS ARE FILLED FIRST COME FIRST SERVED.

Business Response:

This customer placed an order on Sunday, 8/14/2011. As it stated on the website before the customer placed the order, all orders require 1-2 business days for processing.  When this order was processed, the book could not be located. Unfortunately this sometimes occurs. This customer was notified on 8/15 that a refund would be issued and it was issued on the same day. The refund was processed on 8/15/2011 for $56.96. The only reason it could possibly take several days to receive the refund is because of the bank processing time and we want to let customers know that there could be a time delay.

There has absolutely been no “false advertising”, as the customer claims. The book was not available on the website in less than one business day from the time this order was placed. The computer system does take some time to update and reflect changes that are made.

We are very sorry that a portion of this order could not be completed. This customer was issued a refund in full, $56.96, for the portion of the order that could not be processed.

Consumer Response:

Regards,

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

Yes, the website does say that it takes 1-2 business days for processing but nowhere does it say that they may or may not have the item in stock. So it takes 1-2 business days for processing but 1 second to process a payment and then 5 to 7 business days for the refund to reflect but apparently the company puts this on the bank/credit card. It is false advertising to show an item available and continue to take orders/payments after it has already been determined that the item is no longer in stock. As a result I had to pay over double what the website was offering by purchasing from another company because by the time I received the notice the book was already sold out on other websites that had somewhat comparable pricing.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/23/2011 Problems with Product/Service
8/19/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Overall the return of rented books to this company is very difficult, and unlike any other rental company I have ever used. Unlike many other companies, the book does not arrived with a pre-made return envelope or package, rather you must find your own box or envelope for the book, and then print off a shipping label from their website. This results in a cumbersome, long process in returning the book. Also unlike most other companies, one cannot ship books back through U.S. Mail, but rather UPS must be used, making some confusion when returning several books to several companies. Then there is Customer Service. They are by far the least helpful, least accessible, and least thoughtful I have ever worked with. Recently, I was billed a late fee for a book that I rented last year and that I was sure I had already returned through their painstaking process described above. Hoping to resolve the issue I called Customer Service, only to be told they were completely sure that I had never sent the book back, because they did not have a tracking number on my book. Later that day I found my number and called Customer Service, only to leave a message. Granted, they did call back, but at 6:30am the next morning, not only is this unheard of but rude. When I called them back later, no one was available. I tried to get through four times, and left three messages with my name, problem, and phone number, before I finally got through. However, when I finally did get through, I was told that my tracking number had only been generated the day before, and thus they could not check their inventory for the missing book, and my fee of $93 could not be waived or reduced. On the whole, the entire process of dealing with this company has been frustrating to say the least, and I will never do business with them again.

Desired Settlement: I would like to be refunded the $96.63 that I was billed as a late fee for a book that I shipped, but was never received by ******* **** ****** ******** ****

Business Response:

This customer has two accounts with our company. The first account was created 12/13/10 and is the source of this complaint. The second account was created with another email address but all of the billing, shipping, school and phones numbers are the same. The customer claims that the return process is difficult. Our return process is quite simple and requires the customer to log into their account, select the Rental Return button next to the order, and print the return label. We provided a free UPS return label.  We use UPS because they provide accurate, up to date tracking, which protects our customer’s returns. When the customer called on 8/4 and spoke to the accounting department, he claimed he sent the book back months ago.  He never created a return label for this order. The customer called back on 8/5 claiming that he found the return tracking number and gave ******************. This number was generated on 8/4 and can be verified with UPS.  When the accounting clerk told the customer this, he became verbally abusive with her.

The customer created a second account on 3/23/11. The customer placed three orders on this account and returned them all the proper way in April. There was no problem or confusion with how to return our books with these orders.

In the complaint the customer states since we use UPS and not USPS as other companies do, it causes confusion when returning several books to different companies. With this statement, it seems highly likely that our book was returned to another company.

Before any late charges for this book were issued, the collections department sent reminders to the customer by both email and telephone. When the book was not returned, a late charge was issued. The late charge extends the order 15 days to allow the customer time to send back the book. Before the extension expired, the customer was notified via email about the overdue status and was given detailed return instructions. When the book did not arrive after this 15 day extension, the customer was charged the purchase price of the book, as stated in our Terms of Use that the customer agreed to when the account was created.

In an effort to help the customer, the account department very generously agreed to refund the customer a portion of the sale of this book. A refund of $64.60 was issued on 8/5 and was issued as a goodwill gesture to the customer. We have not received our book back from this customer and he has provided no evidence that the book was ever sent in.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/1/2011 Billing/Collection Issues
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