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:02/20/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Since January 10, 2024, I have been trying to sell a law school book through this platform. I previously attended law school and my credentials no longer work. In January, I signed up for a new account to sell some of my textbooks. The website asked me to confirm my phone number. However, each time I've attempted to send an SMS code to my phone (regardless of time of day or which day of the week), this system has never worked and I never received a message containing a code for verification. On January 24, 2024, I spoke with a representative over the phone, which took numerous attempts to finally connect with someone. After she completed some steps on her end, she assured me that the account would be verified by end of business day. It is not still not verified. I would like this to be resolved so I can use the sales service as explained in their terms and conditions.

  Customer Answer

  Date: 04/04/2024

  
  Thank you *******. Given the company’s status as accredited by the BBB, I hope this case and others are emblematic in reconsidering that certification. 

• Initial Complaint

  Date:01/19/2024

  Type:Product 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.

  Hello, on Friday January the 12th I made a purchase in the amount of $196.28 to T************ my University’s affiliated online bookstore. The order number ID is:*******. The item that was purchased was ******* ****** *** ********** as according to the TextbookX website this was what was required for my course. After reviewing my professors’ instructions though I found that this was not the correct content for my course. I immediately requested for a cancellation/return not even a hour later on the same day January 12th. I then proceeded to purchase the correct course content from the Testout website itself. Therefore I would like a full refund for what I purchased on TextbookX.com as they provided the wrong content and I quickly requested a return/cancellation of the order. After submitting my request on the 12th I received a response back from customer support on Monday the 15th notifying me that they submitted a request to the publisher and that I would receive a resolution regarding my refund status on Wednesday the 17th. It is now January 19th an entire week after the initial request and 48 hours after I was suppose to receive and update regarding a refund. I will be attaching details of the purchase as well as email correspondence.

  Business Response

  Date: 01/22/2024

  Hi Jerrett,

   

  We apologize for the inconvenience.  We were in the process of seeking confirmation from the vendor to cancel the code.  

  We have gone ahead and resolved the issue at this point by submitting a refund and having the vendor cancel the code.  Please allow a couple days for the amount paid to return to your bank account.

  Sincerely,

  TextbookX Management

• Initial Complaint

  Date:09/08/2023

  Type:Order 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 purchased lifetime access for a ebook textbook and received an expiration date of 365 days

  Business Response

  Date: 09/13/2023

  Hi *****,
  
  I appreciate you writing in.  I'm looking into why the email sent said it was a 365 day license length when you selected a lifetime license.  I looked into our inventory and this **** only is offered as a lifetime license option.  If you could open the ebook and send a screenshot of the license type within the actual terms of the ebook then I would be happy to investigate further.  

  Please respond as soon as you can and I will investigate further if more needs to be done.

  Thank you very much.

  TextbookX

• Initial Complaint

  Date:01/12/2023

  Type:Delivery 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.

  Ordered from Textbookx on 12/19/2022. Inquired about an unreceived book on 1/3/23 due to having received all the other books but one. Was told the vendor canceled my order. If I had not reached out then it would have been an undiscovered manner. I have been back and forth with the company saying it's shipping and most recently is now there are no updates as to when the book will be received. This class is a long-standing class that is not new, the company knew the book needed to be in stock. The hassle that this company has left me with is ridiculous. As a working woman, going to school for my Ph.D., a family, and regularly traveling for my job this is something I should not have to worry about. No one through customer service can determine if this book will ever be sent out or even an update. Cancelling will now mess up my financial aid and put me out of pocket money until the reimbursement gets figured out. What happened to the days that colleges just had their own bookstores rather than going through a third party like this ****** one.

  Business Response

  Date: 01/16/2023

  Hi *******,

   

  Sincerest apologies for the inconvenience in not receiving your book.  At TextbookX we take every opportunity to ensure that our customers get the items they need on time and when issues arise, they receive great service.  I have reached out to you by phone and email to understand where you are with procuring another copy of the item you tried to purchase through our third-party vendor.  Please, when you receive my email, respond back so that I can do everything in my power to assist you in completing this order.

   

  We appreciate your business and your feedback.

   

  Warmest Regards,

   

  TextbookX Management

• Initial Complaint

  Date:08/26/2022

  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.

  Terrible Customer Service! They give you a run around. You can't even reach an actual human being. This is unacceptable.

  Business Response

  Date: 09/08/2022

  Hi ********, 

  
  You have our deepest apologies for a less than satisfactory customer experience.  My understanding is that you wrote to us on August 26 requesting a call immediately or you would report to the BBB.  Fifteen minutes later you submitted the complaint to the BBB.  I understand the urgency here and totally empathize with you.  However, it wasn’t possible at that moment for an agent to see your request and call you in that short of time.

  
  Since your support ticket did not have any details regarding what you were experiencing, we called immediately upon seeing your ticket but there was no answer and your inbox was full.  Our manager reached out to you by email and asked that you call us back and instructed you to ask for a manager.  She went on to ask if there was a preferred time she could reach out to you for your convenience.  
  We have not received a call back after we reached out nor did we receive a response from our email.  We tried again today, September 8th, but there was no response again.  However, we are open to helping you resolve any issue it is that you are having.
  

  Please feel free to call us back and ask for a manager so that we can help you or you can respond to the email we have sent.
  

  Sincerely,
  TextbookX
  

  
  

• Initial Complaint

  Date:08/17/2022

  Type:Product 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 ordered what was represented as a physical textbook, only to find out that it is an eBook, which was not represented on their website.
  Once I called, as the tracking number states that this item has not been shipped, I was told that I just had to trust them that they actually shipped the access code for me to access an eBook. I was told that my only option was to wait and tell the postal worker that I don't want the package once its delivered and could then receive a refund.
  My son's class has started & I have no access code, nor do I even have proof that it was shipped.

  Business Response

  Date: 08/19/2022

  *******,
  

  Thank you for writing in.  We understand the frustration this has caused you and your son.  Unfortunately, we were not able to initiate a refund at the time of your original request.  However, we make every effort to deliver an excellent customer experience and improve based on your feedback.
  

  Since your initial outreach, we have contacted you to find the best resolution.  Per our conversation, we have honored your request to refund the item and sent a prepaid label for return.
  

  Thank you for choosing TextbookX
  

  Warmest Regards.