I was a longtime customer of textbook brokers. I have spent a couple thousand dollars with this business between buying and renting books.
This past semester I rented one book from textbook brokers. The rental was about $70 on a $120 book. After using this company since 2013 I had become accustomed to them sending me a text a couple days before my book(s) were due. This Summer semester no such text arrived, nor did a phone call, nor did an email. I was alerted by my Discover card that I had been charged over $120 by textbook brokers. I got in contact with the Winston location and was told there was no way for me to receive a refund even when I was willing to use my lunchbreak at work that same day to bring the book back. It is saddening that a company treats a longtime customer in a way to pocket a relateively small amount of money compared to the thousands I've spent with them. I was referred to the regional manager, Brian, who was at the Jamestown location.
I called and left a message for Brian and was told he would return my call in a few minutes. Four hours later I call back and speak a representative who tells me Brian is available. I then got hung up on, called back twice, and finally got ahold of Brian. He was rude and confrontational. Frequently cutting me off while speaking, he stated that the text message that they have sent me a dozen times in the last five years likely was blocked by my carrier, even though I've had the same carrier during the duration of me doing business with textbook brokers. He then hit me with the fine print of "It is on your receipt", "It was on your book", etc... I understand all that, given my book was binder pages and the plastic which had the due date was long gone.
This comes down to a lack of respect for the customer. After using this company for years and spending a considerable amount of money textbook brokers is willing to lose my business over a book that I was willing to give back immediately once the confusion was addressed. If that isn't an embarrassing excuse for a customer service experience I do not know what is. read more