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:01/15/2024

  Type:Product 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.

  Order#: ******** Tracking#: ************************** On November 1st, 2023 I paid $32.83 for a used textbook from a seller named, "GW ******* Books".Some background info, I live in an old hotel that's being used to house fire survivors. Resident's mail is kept at the front office and can only be picked up between 2:00pm and 4:00pm, making it difficult for residents who have jobs or attend college full time (such as myself) to collect mail.The tracking information reveals that the package was delivered to my address on Nov.6th. It then shows that the package was returned to sender on Nov. 8th, citing that the recipient had moved and left no address. On November 10th the package was scanned at **** facility in *******, **.I tried to contact the seller to request that the package be sent back to me using a secondary address, I was willing to pay for s&h. I tried twice, but never heard back from the seller. So, I reached out to Alibris directly to request a refund, and i described the dilemma. Alibris suggested I message the seller (at which point I had done twice) and inquired about how many items I had returned. I responded by declaring, for the 2nd time, that I had already tried contacting the seller thru their provided link and by clarifying that I, personally, had not returned anything, but that the package was returned to sender thru the ****.The response I received informed me that a refund would be issued once the seller received the returned package, & went as far as to suggest that the order may not have been returned at all! I replied with a screenshot of the tracking info to prove that the package had indeed been returned &that it made it to the seller's post office. I was told a refund would be issued "once the order shows delivered". Thing is, today's date is 1-14-24, the last order update was on 11-10-23. Whatever happened to it, is not of my concern. Fact of the matter is I paid money for a book I never received (at no fault of my own).

  

  Business Response

  Date: 01/16/2024

  The order was returned by the ***** Our agent's response was not to indicate that the order had not been returned, but that it may not be returned (delivered) to the original seller. The order has now been processed as lost in the mail and the customer refunded in full. It will appear on the customer's credit card statement within 2 to 5 business days.

  Customer Answer

  Date: 01/17/2024

  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:10/05/2023

  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.

  Placed an order which has been marked as delivered to an address in the **, but I'm based in ******. Emailed over a week ago, no reply received. I want my item.

  

  Business Response

  Date: 10/05/2023

  We have received no emails from this customer's email address in our system. The customer's order shows as delivered to an address in ********** because the independent seller sent the item to our freight forwarding center in **********. On September 27, it transshipped through that facility and was forwarded on to the customer's address in *******:

  *******************
  ***********************
  Putney
  ******, *******  SW15 5DQ
  ***

  The order is on its way now, but we do not have international tracking for this service. Shipments to ****** from ********** usually take between two and three weeks for delivery, but delays of up to 45 days can occur.
  

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20697851
  
  I am rejecting this response because: I sent an email via your customer support hub on the 28th of September; why are you telling me you haven't received it? Please look into it and ensure you find it.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/09/2023

  We never received an email from the customer's email address in our system. On Friday, October 6, we received a voicemail message from him (after the last response to his BBB compaint), and we responded to that via email with the same information provided in the response to the last BBB complaint. It is likely that the customer sent an email to the independent seller with whom he placed his order on Alibris, but that was not an email sent directly to us at Alibris. Again, the tracking information shows the order was delivered to our freight forwarding center, from which it was then forwarded on to the customer's international address. The item is on its way to the customer.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20697851
  
  I am rejecting this response because: No, I have email confirmation that you received an email from me. Proof attached in a screenshot. Find it, don't try to BS your way out of it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/09/2023

  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.

  My Credit Card was charged and I did not authorize the charge. I do not even have an account with this Company. I emailed them and I have attached their response. I had to cancel my debit card and it has caused me financial hardship this month./***************************** <*********************>Tue, Aug 8, 2023 at 10:24 AM To: Alibris ****** Services <*******************************>1. They type of card used was - MasterCard 2. The last four digits of the 16-digit number - **** 3. Date of the Charge - 08/06/2023 4. Exact amount charged - $171.20 They also tried charging $245.68 on the same card, but it did not go through. I have never used your website and I did not authorize either charge. I have notified my bank, and they said I would need to notify your Company.Thank you for your assistance,***************************** ************

  

  Business Response

  Date: 08/09/2023

  The order placed fraudulently with the customer's card on our website has now been canceled and the credit card will be refunded in full. If she hasn't already, the customer should definitely close the card.

• Initial Complaint

  Date:06/04/2023

  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.

  Order ******** placed 02/15/2023 for $16.45 total. ($11.08 book + $0.88 tax + $4.49) shipping. **** was a gift to a friend 3 states away. Friend had just moved. There was a mixup in the address, book was returned to sender for bad address 02/27/2023 per **** tracking 9241990314669000485556.I was never notified of the return, never received a refund, never contacted or informed in any way.Seller is Super Book Deals AKA Far Corner. I contacted Super Book Deals about issue seller refuses to re-send book to corrected address or refund money. Seller tells me to take it up with Alibris.I contact Alibris 05/27/2023 and receive response from *********************** at Alibris as follows:I am sorry to hear about the trouble caused! Unfortunately, were not able to make any changes to the order as our records show it was already sent out on February 16 using standard shipping. Your order was sent to: ********************* *************************************************************************** I'll make a note on this order indicating that if it's returned to **, we'll refund the order in our systems. Be aware, though, that the order was shipped to the address provided--it may be delayed in its return or not returned at all. I'm sorry, but at this time were not able to offer reshipment of returned orders. Also, you can contact your local post office to obtain more information about the shipment as they'll be able to assist you better. If I can be of any other assistance, please let me know. Thanks and have a nice day! Regards,************************* Alibris ****************** **** tracking link on Alibris own website shows book was returned to sender.At this point Super Book Deals/Alibris has BOTH the book AND my money. That is theft.I really dont want a refund just to pay a second ship charge and the book I paid for delivered to the correct address. But would accept refund of my $11.96

  

  Business Response

  Date: 06/06/2023

  This order was shipped to the address the customer provided. It has not been returned to the seller or to Alibris. Items that are "returned to sender" by the **** often take a long time to come back, if at all. I've gone ahead and pushed through a refund for this order to the customer, which will appear on their credit card statement within 2 to 5 business days. We are not able to send replacement copies.

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 Thursday April 7, 2023 I ordered three books from Alibris. I was attempting to order three copies of the same book. I have a history of ordering this exact book and often others but almost exclusively by the same author. Anyway, the way the website tries to upsell you other books made it confusing. I thought the third book was the same title as the 2 I wanted and clicked yes. As soon as the transaction completed I realized my error. I contacted alibris immediately to explain what happened. I also opted to contact the seller to void the shipment. Alibris neither got back to me in a timely fashion nor acted to protect me as a customer. They just said oh, sorry. This is an insignificant purchase but on principle the idea that Alibris has no better control over their own marketplace than this is infuriating. They make money by providing a marketplace and they should be held more accountable for the proper functioning of that marketplace. Why do they need to make money if they dont do any work? I dont need a useless customer service person to get in touch only to say sorry. I will cancel my account. I do want others to beware. I cant believe I have to warn consumers about a book reseller marketplace. People might be better served communicating directly with the reseller. Do not be lulled into a false sense of security that Alibris isnt capable of doing some sketchy business practices

  

  Business Response

  Date: 04/11/2023

  Alibris doesn't make any attempt to "upsell" items. We do show pictures of other items listed that the customer has searched for in their history, or other items related to items they've searched for, but we do not add those items to a customer's cart. The customer added an item to his cart and placed the order, accepting the order (the details are all there on the Review and Place Order page before you click the Place Order button). When the customer contacted us about canceling the mistaken order, we told him we aren't generally able to cancel orders but we'd contact the seller to see if they could stop shipment. We contacted the seller but they were unable to stop shipment, unfortunately. We advised the customer that he could follow the return procedure for the mistaken item if he preferred. He then insisted we cancel his account and stated he would leave negative reviews on social media:
  Buckzollo
  
  
  Friday 09:26 pm
  Please CANCEL my account! No longer a customer. Bait and Switch. I am reporting to Better Business Bureau

  
  Buckzollo
  
  
  Yesterday 11:11 am
  I will cancel my account myself after I have the ability to provide bad reviews for everyone involved thanks
  Also cc, bbb, ******** yelp

   

  
  Buckzollo
  
  
  Yesterday 11:49 am
  No problem *******. So satisfying to file my complaint with BBB. I had to share

   

  
  Buckzollo
  
  
  Friday 09:25 pm
  Ill just make up for it with terrible reviews everywhere I can about Alibris and the seller.

   

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19918240
  
  I am rejecting this response because:
  This business has a history of similar complaints and they should take a more active rollin managing their marketplace. They do in fact up-sell and they abdicate any responsibility. I made an error and corrected it within minutes. It isnt a crime to use my free speech to warn others about their abyssal customer care concern and service. I want a refund and an apology!
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/12/2023

  Alibris does not upsell, and what resulted in the customer choosing an item he didn't want was the customer's own mistake. ********************** made all possible attempts to cancel the order at the customer's request but the seller could not stop the shipment. Since then, the customer has repeatedly abused ********************** on social media. The customer has been refunded in full for his recent order.

  Customer Answer

  Date: 04/12/2023

  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.
  
  On a personal note it is very reassuring to know that your organization exists to protect consumers. I am satisfied mostly because of your efforts and the bona fide value of the BBB brand. Hopefully Alibris can do better for future customers without needing you have their back. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 bought an expensive cd from a seller on Alibris. The seller sent a beaten-up vinyl record instead, maximum value $1. I informed them of the issue, requested a refund and suggested they let me give the record to Goodwill, since it was worth less than the return postage. They insisted on a return and issued a return label. I mailed the record back immediately, and four weeks later have yet to receive a refund. The seller does not respond to emails, and Alibris will not intervene. I'm currently out $29 (and much wasted time), and the seller is entirely to blame. This can be solved (per Alibris' terms and conditions) simply "by clicking the Cancel/Refund button on the Order Detail page". Since my contract is with Alibris and they are currently knowingly profiting from seller error at my expense, I expect them to issue a refund immediately.

  

  Business Response

  Date: 03/08/2023

  The customer was refunded in full on March 8. He initially was emailing the independent seller about his return and only contacted Alibris on Saturday, March 4, so it's only been 4 days that Alibris was aware of the issue. A full refund was processed early this morning, before we received this BBB complaint.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19554478
  
  This is a deliberately misleading response. Alibris *requires* buyers to request refunds from sellers. Saying that I contacted the seller first to imply error on my part is slimy, to say the least. And while four days is more than enough time to respond adequately in a sitaution where I had obviously been wronged, Alibris did precisely nothing until I contacted BBB...and then acted within minutes, demonstrating that they had no interest in helping me until a third party intervened. I have yet to receive my refund, and given their high-handed attitude to this point, will not consider this matter closed until I do.
  

  

  Business Response

  Date: 03/09/2023

  Alibris was not attempting blame the customer for contacting the wrong person, just explaining why Alibris had not responded earlier--because we had not received any notification from the customer that there was a problem. Also, the order was refunded before I even received the BBB complaint, and it was resolved by the same agent who had been helping the customer for the previous 4 days. ********************** was in no way trying to avoid responding to the customer, nor trying to avoid refunding the customer. The refund was processed on March 8:

  Total Customer Refund:
    $28.38

  Approved Date:  
  03/08/23

   

  It can take between 2 and 5 business days for a refund to show up on the customer's credit card statement.
  

  Customer Answer

  Date: 03/13/2023

  I eventually received my refund and am now only in deficit for the effort it took to recover my money. In that respect the resolution is satisfactory.

• Initial Complaint

  Date:02/19/2023

  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.

  19th February 2023 Complaint filed against Alibris ******************** 1. Item recieved was in complete contradiction to item description within the contract of payment. (Uploaded evidence will show)2. Company does not provide proper (via email or return page/link on website) access to obtain return item paperwork and return shipping label both required by said company for refund. 3. Company falsely claims "due to buyers credit card company" a full refund accredited back to buyers purchase method is impossible. Even though customer paid with ex. Paypal and no credit card was used. (Uploaded evidence proves payment method)4. Company falsely claimed that giving full refund would "exceed purchased payment" and customers credit card company would not allow that, therefore they couldnt pay the full amount back to customer. 5. Company under false claims of no alternative offers a 5 dollar store credit to make up for difference forcing customer to purchase more products from a company that grossly lied about the condition of the product they provided.

  

  Business Response

  Date: 02/21/2023

  The independent seller who filled the order issued the customer a full refund for the order on February 20: Feb 20 2023 12:00AM - CC REFUNDED (******** $11.50). The refund was processed to the customer's PayPal account.

• Initial Complaint

  Date:02/02/2023

  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.

  They charged me more than twice the sales tax rate for my address. I live in unincorporated Jefferson county. Our sales tax is 4.5%. They charged me ****%. I explained that I dont live in ********* and sent them a screenshot of the correct tax rate. I sent them a link showing that there can be different rates within the same zip code. Zip codes are for mail delivery, not sales tax. They keep saying that if I want a tax exemption, to send my tax exempt number. I repeat that I dont want a tax exemption, but I want to pay the correct rate. They refuse to refund the overcharge on taxes. Keep saying the exact same thing, that I need a tax exempt number for a tax exemption. I have documented everything very well, but they are pretending that they dont understand what Im asking.

  

  Business Response

  Date: 02/03/2023

  The system we use to calculate tax rate sometimes misses smaller subsections of taxable regions that have lesser tax rate than the surrounding area. That's what happened here. The agent who received the customer's complaint did not understand that this is what was happening. The customer has now been refunded 13 cents for the sales tax difference on her order.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18972634
  
  I am rejecting this response because:
  ?I am debating whether or not to remove my complaint with the BBB. I dont believe that the agent didnt understand that I was not asking for a tax exemption, because I clearly stated that I was not. She also said, Sales tax in the US is based on the 5 digit zip code for the shipping address. I told her she was misinformed, sent a link verifying this, and asked her to charge me the correct sales tax of 4.5%. And ****% is not accurate for any part of ********* code, that Im aware of. Why would you charge that unless you are deliberately trying to overcharge?
  I can assure you that my complaint is not about 12 cents, as implied in your BBB response. You have in no way reassured me that you will not be overcharging people in the future, especially college students who spend hundreds on textbooks each semester. For a company that made $24.9 million in sales in 2021, if you overcharged an average of 2%, thats about an extra $500,000 in your coffers. 
  
  I will gladly remove my complaint when you commit to not overcharging customers in the future.
  Sincerely,
  ******************

  

  Business Response

  Date: 02/07/2023

  The customer's complaint was that she was overcharged for sales tax, something that occurs every now and then with customers in unincorporated parts of certain larger counties, where the sales tax varies within a zip code location. The customer was refunded for the overcharge, despite the agents original misunderstanding of her complaint. Alibris does NOT purposely overcharge customers and we DO refund any discrepancy in such situations, as occurred here.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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 29th I ordered a book from Alibris to *****. The order form included a recipient line 2 and a phone line which I both filled. I wrote my address in English and ******* because the English address is easy when getting to ***** and the ******* when moving within *****. To get through ******* customs a package needs a phone number and a local ******* EMS tracking number to inform the recipient about the location, arrival and ability to pay taxes. If any are missing I can't receive my package and it will probably sent back or destroyed. This is ***** after all! Alibris ******* Services 5/6) were deaf and blind to any of this. They said they can't add phone numbers to their orders even they are part of their order forms (???). They never commented on removing my second recipient line. They also said they can't use ******* letters in the order and asked me to change everything to English and add my phone number again (!) which I did right away but then they said it was too late(???). They sent me numerous copy-and-paste answers which weren't helpful at all and didn't provide any individual American or ******* tracking number beyond some bulk port in ** because of using ********* bulk shipping. They threatened if I don't receive my package within 45 days (which I can't) and the ******* don't send it back to the seller AllAmericanBooks (which they probably won't) I won't receive any refund either. This is the worst book order I ever encountered. I am beyond angry about so much s**** up and service manure. I learned a big ****** here. If it's not Amazon, be super careful who you order from. "Shipping worldwide" might just be a slogan to grab money.

  

  Business Response

  Date: 01/10/2023

  Alibris ships to ***** all the time with no problem. The most likely scenario is that the item will be delivered, as the order shipped to the address the customer provided and passed through our freight forwarding center. It's just that our internal system cannot process ******* characters, so they appear incorrect on the internal reports, but the label created from what the customer entered should contain everything he originally entered. The item shipped on to the customer in ***** from our freight forwarding center on January 3, so it will likely be delivered within the next two weeks. To avoid any further trouble, and as an apology for the back and forth with our agent, I've refunded the customer in full for the order. If and when the package arrives, there's no need for a return.

  Customer Answer

  Date: 01/13/2023

  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:12/26/2022

  Type:Product 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 8, 2022, I ordered a book as a Christmas gift. It came damaged (hardbound book that was bent and scuffed), so I sought to return it. I asked customer service about the return policy, and was given a link to a page and said I'd have to pay shipping, which I balked at because I never should have been sent a damaged book. I started the return process anyway, which actually included a postage paid return label I was supposed to be able to print off. The link to the label took me to page with an error (Error 500- Internal server error) and no label to print. So I contacted customer service again, sending a screen shot of the page, to ask if they could send me the label or if there was some other way to *************. They told me shipping wasn't free again (although it clearly states postage paid return label on the printout to include in the return package), but didn't give me any way to return the book. I again contacted customer service, this time sending an attachment of the insert stating the label is postage paid) and just received an address to ship the book back to. So I still haven't received the postage paid return label. It would make no sense to return the book without it, being as the shipping would be more than the book cost. Therefore, because the clock is ticking on the return time, I'm about to have to eat the price of a book I should be able to return because I received it damaged.

  

  Business Response

  Date: 12/27/2022

  The link to the "postage paid return label" is broken, unfortunately, and is still in place erroneously. In any case, the customer should not have been asked to pay for return shipping for a damaged item. The order has now been refunded in full to the customer. There is no need to return the item.

  Customer Answer

  Date: 12/28/2022

  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,
  
  *************************