Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was closed by the fraud prevention department with zero explanation, or reasoning. I attempted to login into textbook rush from a third party application(bookscouter), and was unable to. I attempted to reset my password, which I never received an email with the steps to do so. Whatever no big deal, so I log into the textbookrush website directly, fill out a buyback quote for 19 books, and when I click checkout the website freezes. Okay no big deal. I go home and attempt to checkout and receive the notice that my account has been suspended, and I think huh why? I emailed textbookrush "I attempted to sign into my account from the bookscouter application, and was unable to do so because I had forgotten my password. I logged into the normal textbookrush website, and filled out my buyback order, but when I attempted to check out I received a notification that my account was suspended. I''m curious why, and what can be done to correct this?" and they replied with "Fraud Prevention Department. Do not create any additional accounts with TextbookRush.com, Bookstores.com, or Abebooks.com. Additional accounts will be closed without notice. Do not send any buybacks. Items that have already been received or are currently in transit will be processed as normal. Items which have not yet been shipped will not be processed or returned to you. Items from any related accounts will not be processed or returned." Zero explanation as to what I've done wrong, or what issues occurred or anything. They currently have 2 of my buybacks (1 in processing, and 1 in transit) and now I'm worried about getting paid for either, due to my account being suspended for literally no reason that they have given me. Textbookrush needs to explain what I've done wrong, and provide proof, or reinstate my account and pay me, because I've done absolutely nothing wrong, mischievous, or anything else. Unacceptable, and terrible customer service.

  Business Response

  Date: 01/12/2023

  The customer emailed us yesterday afternoon, and while we try to respond as quickly as possible, sometimes it does take a day or two to reply.  In this case, we do not believe that less than one business day is "terrible customer service".  We also see that systemic emails with updates have been sent to the customer before we received this BBB Notice, so perhaps there is some timing issue with their email or the BBB System. We believe that the customer already has the information he is requesting.

  We cannot provide specific information about why our systems/analysts have determined that an account may be doing something that violates our policies.  This is not information we share as it could assist a truly fraudulent customer in avoiding those very systems. We will state that neither our systems nor our human analysts are flawless, and it is certainly possible that this was a decision made in error. We apologize for that possibility, but the account will remain closed out of an abundance of caution. 

   We ask that the customer look for an email from us to reiterate what has happened with the books they have sent us.

   

  Customer Answer

  Date: 01/19/2023

  I am rejecting this response because:  this company permanently suspended my account with no explanation as to why. Then after responding l, they admitted that they may have done so in error, but refuse to re activate my account. 
  

  Business Response

  Date: 01/20/2023

  There is really not much else we can provide since we do not share the results of our Anti-Fraud processes. We stated that while we may have closed the account in error, that it would remain closed. This is still the case. 

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my books to sell to this business and they emailed me saying that one of the books that I purchased from my university bookstore are counterfeit. This book was not re-produced, copied or counterfit. After reading multiple complaints and reviews about other users experiencing the same problem, I am utterly shocked they are still in business. This company should be shamed for stealing people's money. Including students who are on their last dime and are just trying to survive. I implore you to please look into this shady business as they need to be shut down and investigated. This company is stealing my buyback book which they quoted $48. It may not seem like a lot of money, yet that book is worth a lot to me.

  Business Response

  Date: 12/09/2022

  We take the issue of counterfeit books in the marketplace very seriously, and follow the industry's best practices as shown on this website:  *********************************

  The book the customer sent us has been sent to the publisher to review and make a determination of its authenticity.  The publisher is the intellectual property rights holder and they are the ones who make such a determination - not TextbookRush.

  If the book is authentic they will tell us, and we will pay the customer as quoted. If the book is not authentic, they will likely seize it and may reach out to the customer to trace how they sourced the book.  This is the process outlined on our website if a book we receive has traits of inauthenticity which prompt us to seek the Publisher's determination. 

  
  If the customer contacts us directly we can give them information that may be helpful in contacting the Publisher to seek updated information, but we cannot provide personally identifiable information via the BBB's public website.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Textbookrush will scam you. They claim they only received one book of my package. Won't refund me, won't mail me the money, won't mail my books back. They also claimed to have 3 additional books I never mailed. Blaming it on *****. They filed a claim but still wont get all the I was told. I was told I would received $182.58 and got a check for $11.10.

  Business Response

  Date: 07/29/2022

  Re: BBB Complaint ID ******** 
  

  We try to be as polite and understanding as possible when an issue happens during transit with our customer’s packages to us, but this is both an inaccurate and unfair complaint.  To clarify, this situation does not involve any “refund”, but a payment for goods the customer is selling to us.  We did not get the goods the customer stated they were selling to us, and as such, the payment was different than they expected. This was because the package we received was damaged by FedEx (see details below) and did not contain all the books the customer stated they would send.
  
  Here is the process for our Book Buyback Program: 

  A Customer used our website to quote the specific books and quantity per book that they want to sell to us. We quote a per-book price, and if the customer agrees, they submit the Buyback online. The customer then packs and ships the products to us, using a pre-paid FedEx label we provide online.  They hand-off the package to FedEx, and FedEx ships and delivers it to us. We are the final party of the three parties (customer/FedEx/us) to touch the package.
  This package was damaged while in transit with FedEx. This is shown on the tracking online here:

  
  https://www.fedex.com/fedextrack/?trknbr=660460459290258&trkqual=12024~660460459290258~FDEG

  
  Specifically, the issue with the package happened on July 14th and 15th as shown in these online FedEx status updates:

  
  Thursday, 7/14/2022      
  7:20 AM - At local FedEx facility PLAIN CITY, OH
  7:27 PM - Shipment exception - Barcode label unreadable and replaced - PLAIN CITY, OH
  7:29 PM - In transit - PLAIN CITY, OH
  7:29 PM - At local FedEx facility - Scheduled for delivery next business day - PLAIN CITY, OH
  Friday, 7/15/2022            
  4:01 AM - At local FedEx facility -PLAIN CITY, OH
  4:16 AM – Delay - Package delayed - PLAIN CITY, OH
  4:24 AM - On FedEx vehicle for delivery - PLAIN CITY, OH
  10:14 AM - Delivered - Columbus, OH

  
  This means that the package made it to the closest FedEx Hub location to us, but while at that facility the package was damaged, the label was made unreadable, and it was replaced by FedEx. The multiple updates for that location show that the item was removed from the line and handled by FedEx personnel and then returned to their automated line process. A ‘normal’ transaction at the Hub would just have an initial “At local FedEx Facility” and “On FedEx vehicle for delivery” entries.

  
  When the package was delivered to us, it did not contain all of the items that the customer quoted. We only pay for the items we receive, and this was the initial payment made to the customer.  The customer reached out to us, and we explained this. However, we did not see the issue with the tracking and the damaged package at this initial contact. This was our error – we should have explained the FedEx issue at the start of our communication. While this did not impact the issue of the package being damaged and the missing items, we still apologize for not providing more complete information at the initial contact with the customer.

  
  We reminded the customer about our Book Buyback Terms and Conditions (https://www.textbookrush.com/help/policies/buyback-terms.aspx#not-received) where this information is displayed:

  
  “TextbookRush is not responsible for items lost in the mail or missing. Our pre-paid Fedex labels are insured at $100 per box. Use multiple boxes and unique labels if the value of your books is greater than $100.”
  

  The customer used one label/one package to ship 6 books weighing more than 20 pounds. We do not know how they packaged it, as the package was damaged and retaped/relabeled by FedEx. We do not know that the damage was due to poor packaging as the damaged happened while in FedEx’s possession.

  
  We explained to the customer that we would file a claim for the $100 of insurance against FedEx, and we did. We received word this morning – the same day as we received the BBB Complaint – that the claim has been Approved by FedEx. We will be issuing an additional payment of $100 to the customer as soon as we receive the check from FedEx (usually within 2 weeks of Claim Approval).

  
  We regret that the customer had a frustrating experience, but the claim of our service being a “Scam” is frustrating and maligning to us, as the damage happened prior to us taking receipt of the package and is something we provide information about online to help a customer avoid any loss. 

  
  To recap, the damage to the customer’s package occurred before it got to us, and the lower payment the customer is receiving would have been completely avoided had they followed our instructions online.

  Customer Answer

  Date: 07/29/2022

  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ********* ******

• Initial Complaint

  Date:06/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have perfect condition college textbooks I was quoted for from TextBookRush.com. Once receiving my books they paid me for one and kept the other two. They are saying they can’t be authenticated and will not be returned to me. Theses books were purchased through my school by them for my classes and were payed for by my loans over 150$ for the both of them. Needing the money I trusted Textbookrush.com to follow through with their quote so I can pay my bills. It has been weeks and no response. I just want my books back or the money I was quoted so I can keep my family under a roof.

  Business Response

  Date: 06/09/2022

  The customer is not correct with the details of what he has provided, and they can confirm this by reviewing the details on their account. However, this may be a timing issue based on when they emailed the BBB versus when the 2nd Buyback was checked-in.  Here is the recap of the issue:
  

  They have two Buyback orders with us, one for two books, and one for one book.
  

  One book on the two-item Buyback has been flagged for review by the publisher to determine if it is an authentic copy of the textbook.  The other two books have had payment issued (one on June 1st and one on June 9th). They were paid for two books, and one is to be reviewed by the publisher, not vice-versa. They can confirm the two payments by checking their PayPal records. Again, one was possibly made before/concurrent to their complaint to the BBB.
  

  We state clearly on our website that books we cannot confirm to be publisher-authorized/authentic copies will be sent for the Publisher to review.  This process varied in timing based on the publisher involved.
  

  Here is the information for that potentially inauthentic book that was sent to the customer previously:
  

  For the item:
  Publication Manual of the American Psychological Association:
  American Psychological Association
  Amer Psychological Assn
  Book: 9781433832154 / 1433832151
  
  TextbookRush endeavors to purchase only authentic books.  We are working with the publisher of the book you sent in to determine whether the book is authentic.  If the publisher determines that the book is authentic, you will be paid for it.  If publisher determines that the book is counterfeit, we expect the publisher will seize it, so TextbookRush will be unable to pay you for it.   The publisher will determine how long this process will take.  We cannot provide you with any additional details about the book at this time. For further information please reference *********************************
  
  
  
  This is mentioned on our website Buyback Terms of Service here: https://www.textbookrush.com/help/policies/buyback-terms.aspx
  
  
  
  Final Paragraph:
  
  All items are inspected by us upon receipt. You understand and agree that if, in our sole discretion, any item is determined or suspected by us to be potentially counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and not return the item without payment to you and without giving rise to any other obligation to you. You also understand and agree that we may forward your item to the rights holder for further review and may share your information with that rights holder or their representative. You will hold harmless and indemnify us for any claim arising from the receipt of infringing or otherwise unlawful goods from you.

  Customer Answer

  Date: 06/09/2022

  The payment was on one book for today because of this complaint made yesterday. I want my other book returned as it is authentic and I no longer want to do any business with textbookrush.com. I have seen the reviews where they do this often. I am simply one of the first to all them out professionally.there is no payment for said book on 6/9 as they stated, so hopefully that will show up in a timely matter!
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 1, 2022, I had sent two books to TextbookRush for textbook buyback. One book I was going to receive $1.62 for, and another book I was supposed to receive $78.00 for. I was skeptical after seeing the reviews of this company and now wish I stuck to my gut. I received a check in the mail for $1.62, and two months later I receive a letter saying that they will not be paying me the $78 that I was owed. TextbookRush said that the version of the book I sent back wasn't the correct one (which it is). I purchased that textbook straight from Amazon and was exactly the correct ISBN Number. TextbookRush refuses to send me MY book back, refuses to pay me the money that I am owed, and won't answer the phone when I call. Horrific business. Textbook owners beware - never use this company. I was completely scammed by TextbookRush. I learned my lesson.

  Business Response

  Date: 05/16/2022

  The customer has significantly mis-stated the situation. 

  
  We did not state that they sent the wrong version or ISBN. We stated in April that we were unable to confirm that the physical copy of the book they sent us was an authentic version of the book authorized by the publisher.  We sent the book to the publisher

  (Pearson Education), and after a few weeks they let us know that the deemed the book to be counterfeit and that they would be keeping the book.  We passed that information on the customer. 
  This was not a mistake on the edition or ISBN of a book.  It was an example of an issue that impacts the entire Textbook industry – counterfeit books in the marketplace.  Again, this book was not deemed to be counterfeit by us, but the publisher who holds the Intellectual Property Rights to this textbook.
  

  The customer may want to reach out to the Publisher for more information. They can email us for some documentation that may assist if they want to contact the Publisher. They may also reach out to Amazon about their initial purchase of the item since the Publisher has determined that this item was not authentic.
  

  Regarding the other issues mentioned – we do not offer phone support but we have answered the customers emails, and on May 16th we sent them an email with the Publisher’s determination.
  Again, to recap, this wasn’t an issue about the book being a different edition/version. This was that the book the customer sent us was deemed to be counterfeit by the Publisher of that book (Pearson Education).