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Business Profile

New Books

Books-A-Million, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/30/2022

      Type:Delivery Issues
      Status:
      Answered
      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 ordered two books from Books A Million on 11/27. I didn't know the person didn't want that book and requested to cancel part of the order and replace it with a different book. Nothing. I then asked to cancel the entire order. Radio silence. They ignored me and shipped the order anyway without answering either of my support requests to cancel the order. I want a refund.

      Business Response

      Date: 12/16/2022

      On December 9th, an email was sent to the customer "We could not cancel this item because it had already started processing, and our system would not allow us to do anything to stop the shipment.  However, we can send a prepaid label to you via email, and once the items are in our possession, we can credit your account.  Would you like to proceed? "    There was no response from the customer. She will have to let us know what she wants us to do and has only 30 days to return the items which would be December 29, 2022.  Once we receive the items, a refund will be applied since these are returnable items. We have sent the email again today.  

    • Initial Complaint

      Date:11/11/2022

      Type:Product Issues
      Status:
      Unresolved
      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 paid $127 for books. Their website let me upgrade the credit card, change billing address. I thought it also changed the ship to address. It did not. I immediately cancelled order from the website. Then I get told it's PENDING so I can't cancel. I call I get run around. It is only PENDING. Not being worked, not shipped. They refuse to cancel or at least put correct address on shipping label. I do have screen shots of emails and order info. Now about 24 hours later, I get told it shipped. And they want me to put return address. Label on and return it. I have NOT lived at ********************************* for OVER a year is an apt. I don't have keys to just walk in. I tried to call again. This time to a *******, and according to her own mou,their is no tracking number. So we can't even try to get it from whoever they use,UPS,FedEx,etc. Seeing how they refuse from the start to even try to help. I just want my money back. I even have 2 emails stating I have to wait more than 30 days. I shouldn't have to wait at all.

    Books-A-Million, Inc. is NOT a BBB Accredited Business.

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