Complaints

This profile includes complaints for Books-A-Million, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Books-A-Million, Inc. has 96 locations, listed below.

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• 

  Books-A-Million, Inc.

  402 Industrial Ln Birmingham, AL 35211-4465

• 

  Books A Million

  422 North Loop 281 W Longview, TX 75605

• 

  Books-A-Million, Inc.

  5347 W Loop 1604 N Ste 134 San Antonio, TX 78253-7309

• 

  Books-A-Million, Inc.

  350 E Stroop Rd Kettering, OH 45429

• 

  Books A Million

  144 S Clark St Chicago, IL 60603-4010

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:12/26/2023

  Type:Customer Service 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.

  On December 22,2022 I obtained a book for purchase at Booksamillion. ( The bookshop on the corner, ***********************) The sticker price on book including the imprinted price from publisher both stated the book was $14.99. However the book rang up for $18.99. The cashier said this is a comment issue as the publisher will oftentimes change the price once it is in the store. I informed her that bait and switch is illegal. Her manager confirmed this fact. The manager did offer to give it to me at the sticker price once I asked for a refund. If this is a common occurrence, is there something legally that should be done to warn consumers. I have never had this issue with any other bookstore. I did keep both receipts for the purpose of sharing this information.

  Business Response

  Date: 12/26/2023

  Generally, this is not a common thing.  Known publisher price changes are part of the markdown/mark up process at different times throughout the year. If there is a discrepancy, the store associate will report this via the ticket system and provide a refund of the difference to the customer.  

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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 been receiving random magazines for 3 years. Until today, there have been no charges on my account. A couple of years ago I called to see where the magazines came from and attempted to cancel but the company told me they were paid via money order. Today I saw the pending charges on my account and learned booksamilliin was the culprit. I NEVER AGREED to a magazine subscription free or not. I was scammed. Now booksamillion has provided MY bank information to a third party and I have to trust my money is returned and the subscription is canceled. This is extremely shady business practices and I will never shop at any store associated with this company.

  Business Response

  Date: 08/30/2023

  I have sent the customer a copy of their signed magazine offer receipt along with an email regarding their charges and refunds.  

• Initial Complaint

  Date:05/25/2023

  Type:Billing 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.

  Near the end of 2022, about November, I visited the Books-A-Million shop in the ************* in *****, **. When I was ringing out I was asked by the cashier who was training another employee if I would sign up to receive 3 free magazines, but they neglected to mention that these would be continuously charged subscriptions to these magazines. After I received the initial charges in late November/early December for the service I did not sign up for I immediately contacted all 3 magazine providers and was told over the phone that the subscriptions were cancelled on their end, however the charges have not stopped suggesting the accounts were re-instated at some point against my will and without my knowledge. Now I have been fighting for months to get these subscriptions cancelled because I:1.) Was not informed there was ANY subscription of ANY kind involved 2.) Did not consent to a subscription of ANY kind 3.) Did not consent to my credit card/billing information to be given to ANY third party 4.) Was not given details about the subscription such as how to cancel or even who the subscription is through (I found out it was not directly through the magazine companies when National Geographic said they could not cancel because it was through a third party)5.) Was not given an account number for the third party company the subscriptions are going through This is frankly ridiculous. I believe I am owed a full refund for every cent that was taken out of my bank account by ********************** for these subscriptions, and I will anxiously await a response.

  Business Response

  Date: 05/26/2023

  I have sent an email to the customer today, May 26th to let them know we will be researching her complaint.  She can expect a response within 5 business days or sooner.  Thank you. 

• Initial Complaint

  Date:04/12/2023

  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.

  My wife purchased some items as Christmas presents. As she was checking out, the cashier said since she spent over a certain amount, she was entitled to choose several free magazines. My wife said no, she didn't need them, but they insisted. She then asked if there were any charges associated with the magazines, to which she was told no, they were free. After a month, we began getting charged for four different subscriptions that we were unknowingly signed up for. We tried to dispute these at the bank, but they said there was nothing they could do about it, and to contact the business. We went to the store, and they also said there was nothing they could do and to contact the magazine company. The magazine company also claimed there was nothing that could be done. For four months now we have been getting charged, all while actively trying to stop it, and have been taken for a total of $242. We even locked and cancelled our cards, but the charges keep going through. The original transaction date was 12/21/2022, and the original purchase was for $94.60, not including any magazine purchase. We would like a full refund for $242 via check sent to our address (**********************************************************************************************) as well as a cancellation of the subscriptions.

  Business Response

  Date: 04/14/2023

  I have sent the customer an email today and opened up a support ticket for more store information, so I may follow up on this and resolve. Thank you. 

• Initial Complaint

  Date:02/27/2023

  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.

  I have witnessed many employees at the 2nd and ******* be openly disrespectful to one another and to customers. When you look at their online review 5.4% of their reviews are one star. I have witnessed the general manager fire two store managers for theft without proper proof, relying on the words of a friend as "evidence". All because of a strong dislike towards the two store managers. Employees such as ******, *****, *****, *****, *****, *******, ******, ****, ****, *****, Etc. Are incredibly rude to everyone minus a select few of their co-workers. The assistant manager ****** has had her significant other in the store on many occasions displaying strong scenes of PDA in front of small children. I have also noticed a very strong distaste for newer employees when they ask questions or when they ask for help. The Buyback process is a complete scam, employees will call dibs on items as they are brought into the store for a consultation. They do not hold true to promotions and coupons. Employees such as ****, ******, *****, Etc. Have audibly cussed out customers on the phone. The list goes on and on if the father company would read the reviews left at this store.

  Business Response

  Date: 02/27/2023

  Thank you for the feedback and we have forwarded it to the appropriate department.  

• Initial Complaint

  Date:01/17/2023

  Type:Delivery 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.

  I had placed an order recently order #*************, back on January 5th, I paid for the express shipping, item has never arrived I tried to email company, page never loaded, emailed support and got response that theyre busy with emails and to try the website which I did and got nothing page doesnt load. I still want my item only my shipping refunded

  Business Response

  Date: 01/18/2023

  I have responded to the customer about the process via our ticketing system today through email.  Please check spam or junk mail folder should it not come through the email address provided.  

  Thank you. 

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/12/2023

  Type:Billing 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 went in to buy a book. At checkout I was told by the rep to pick 3 free magazines. I picked three and at the end of the transaction. I said this is free right? She then said well you have to cancel or we will charge your credit card. I said to cancel it. And she said its too late I already ran it. Was never told about being charged nor did I give permission to sign me up for a service. So now that I try to cancel my subscriptions, their website says they cant find my order. So Im assuming the store rep put my info in wrong, and I will get charged in 2 months because I cant cancel. I will have no other choice but to cancel my credit card and hurt my credit which could have life long effects. I want these subscriptions cancelled and I want to be compensated for my time

  Business Response

  Date: 01/12/2023

  We will be emailing this customer today to get more information and resolve this for him. If he doesn't see this within the hour, he should check his spam or junk folder.  Thank you.  

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service 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.

  The website will routinely list items as "in-stock" but your status will soon change to "back ordered." The explanation I received is that the items that are showing "in-stock" are actually being sent to others with previous back orders. They cannot provide any information on when to actually expect the item they say they have in hand for you to purchase. This is very deceptive, and now I have to wait multiple days for the return of my credit. I would not have made the sale if it did not say "in-stock." This is the 2nd occurrence of such this month.I've attached photos of their website showing the product in stock and one of the chat transcript of their customer service rep explaining they don't have the product I just paid for.

  Business Response

  Date: 01/18/2023

  The customer will receive a response through his email today.  If he doesn't see it have him check his spam or junk folders. Thank you. 

  Customer Answer

  Date: 01/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/02/2023

  Type:Billing 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.

  In 2018, we opened an account with Books a Million. We cancelled this account in early 2019 (the earliest we could). We were auto-billed in December 2019. We called to cancel the account again and were assured that the account was closed. We were auto-billed in December 2020, called to cancel AGAIN, but were auto-billed again in 2021. We contested the transaction with the bank and we were successful. Today, December 30, 2022, we were auto-billed again, even though the account was originally canceled in 2019. Right now, I'm on hold with **************** (and have been for 30 minutes). The recording tells me I am #1 in line, but have remained on hold even though this business opened 30 minutes ago. Our expected wait time has been 1 minute for the past 15 minutes.

  Business Response

  Date: 01/18/2023

  We want to resolve the BBB complaint for you but we are having difficulty finding your account.  We will need more information to resolve this problem. We sent an email to you last Thursday , 1/12/2023.  Please respond to the email so we can resolve this for you.  Thank you. 

• Initial Complaint

  Date:12/28/2022

  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.

  My order# ************* was placed on 12/11/22 and shipped by Books-A-Million on 12/13/22 with tracking number **********************. The package is still waiting acceptance by **** as of 12/14/22. Because of this, the package is either in BAM's possession or lost by ****. Their customer service is refusing to refund or replace the order because BAM's internal policy says that a refund or replacement can only be done after 14 business days. I was not made aware of this when placing my order. **** policy says a lost package claim can be filed after 7 business days which has occurred.

  Business Response

  Date: 12/28/2022

  The policy for the 14 business days is listed on our shipping page.  This timeframe gives carriers time to deliver the product before we replace or refund. We will send the customer an email today to let us know if he wants to do.