Complaints

This profile includes complaints for GoTextbooks.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GoTextbooks.com

  6700 Sloane Dr Little Rock, AR 72206-3873

  
• 

  GoTextbooks.com

  PO Box 193408 Little Rock, AR 72219

  

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:01/17/2025

  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 29, 2024 I sent out one of my college textbooks worth $300, expecting a quoted amount of $96 by Gotextbooks. Prior to shipping, my book was in perfect condition and had absolutely no wear or tear on the book. I shipped my textbook in a small cardboard box filled with packaging paper to protect it in transit. About two weeks later (Jan 15, 2025) I receive an email stating that my book is not able to be accepted due to “moisture damage, cover damage and page damage”. Obviously I reach out to customer support considering my book was perfectly fine before I shipped it and asked for proof of the “damage”. After 24 hours passed, I receive a response with three images showing the cover of my textbook-it is completely fine on the front, a picture of the back with scratches all over it and then a picture of the spine of my book where it is tearing away from the pages. My book was NOT like that before I shipped it. Not only that, but in order for me to even get my book back, I have to pay for my own shipping. I feel as if I have been completely scammed and I entrusted this book with a company that did not take care of it. I already was being quoted 1/3 of the books worth and now I’m having to basically take a complete loss with the fact that it has somehow become damaged while being in the hands of this company. Upon research, I have found numerous counts of this exact situation occurring with other people who shared their experience through reviews. The company has an overall rating of 2/5 stars due to their consistency to deny customers of perfectly good textbooks and forcing them to pay to get their own textbook back. Not only have they denied my textbook (that is honestly still usable), but they have also damaged my book.

  

  Business Response

  Date: 01/17/2025

  Hello *******, I am sorry to hear you are not happy with the grading results of your sellback book. Unfortunately, because of extensive binding damage we are not able to purchase your item. The book arrived in damaged condition, and since we do not know the condition you shipped the book in (no pictures), we will have to return this item back to you. As a courtesy we will return at our expense. Our customer support team will reach out to you with further details. My apologies again.

  Customer Answer

  Date: 01/17/2025

   
  
  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:10/01/2024

  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 had a Biology lab manual that I wanted to sell. I changed my major and thus no longer needed the manual. There was minor cover damage and minimal highlighting within the book.
  I got everything to ship the package and sent it. I was quoted $47.05 for the book. It was marked as delivered to Go Textbooks on September 25, 2024 at 11:08 AM.
  I have not received any sort of confirmation regarding the order or the status of the book at all.

  

  Business Response

  Date: 10/02/2024

  Hello ******, thanks for reaching out. Your sellback order was received, and is currently in the process of being paid out for $47.05. Just to let you know how our sellback process works, once you ship your order and it is received by our warehouse team, your book(s) will need to be evaluated which can take up to 5-7 days. Once graded you will be notified of your payment status at that time. Thanks again.

• Initial Complaint

  Date:12/06/2023

  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.

  I mailed them the book they agreed to purchase. On 12/1/2023 I received an email stating that the book was rejected. The book was in perfect condition other than some highlighting in the first chapter and wasn't missing anything. They apparently will look for any reason to reject a book so that they can sell it without having to pay anything for it. If the company is that picky about highlighting on a few pages, they should have you be able to describe the condition prior to it being sent so that you can have the option of sending to a company that's actually legitimate.

  

  Business Response

  Date: 12/18/2023

  The customer was notified via email that his book was rejected for moisture damage. The customer was offered and accepted the requoted value of the book. The case was closed as of 12/5/2023.

• Initial Complaint

  Date:11/21/2023

  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.

  GoTextbooks.com quoted me two prices for 2 college textbooks, in perfect condition, that I was finished with. An Earth Science textbook they quoted at about fifty dollars (I'll include the e-mail chain with exact amounts) and a biology textbook at like $8-. I shipped the books and awaited the payment, but what I received instead was an e-mail saying that they were now sending zero money, no explanation, and they assumed that they'd now keep and "destroy" the books themselves. So I contact them saying that no, I want the books back and now, all of the sudden, they want to offer $15 for the book and claim "water-damage" that's visibly all but non-existent. I say no and tell them the books were in perfect condition when I sent them and it's a bit suspicious that first they offer 50-dollars but then once they have the books, offer zero dollars but now that I'm wanting them back and not just believing them and allowing them to "dispose of them for me", that they offer fifteen dollars. Their support person, a Melissa, then very unprofessionally engages me in a bickering, petty, back and forth e-mail exchange which I'll include here. They're supposed to be sending the books back but that's yet to happen. New, on Amazon, the Earth Science book is $177, even a loose-leaf version is $100 and a beat-up, used version is at least the original quote of $50, mine was in excellent condition when I sent it and from the pictures they provided, still in very-good condition with any water damage they incurred being very minor. The behavior of this business borders on criminal and is at the very least, highly unethical. I sent them a $15 prepaid return large envelope to return my books.

  

  Business Response

  Date: 12/13/2023

  This case has been resolved. The customer's book was returned at our expense via UPS on 11/21/2023. Tracking# ******************

• Initial Complaint

  Date:11/17/2023

  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.

  On 11/10/23 I received a quote from go textbooks for my textbook that was bought brand new, used for 8 weeks. No highlights, no water damage, no cover damage.
  
  I then shipped said book to company to receive this quote. When it arrived it was rejected, no explanation, no picture of book. Nothing. My book is in perfect condition. This company is scamming people. They keep your book unless you pay for a shipping label to get it back. Essentially they are rejected books in perfect condition and then selling them for profit. This is unethical. I have emailed the “support” email.

  

  Business Response

  Date: 12/05/2023

  The customer accepted the re-quoted value of the damaged book received. She has already received the agreed upon payment amount and the case was closed on 11/20/2023.