Complaints

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

close

Find a Location

Better World Books has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Better World Books

  55740 Currant Rd Mishawaka, IN 46545-4808

  
• 

  Better World Books

  11680 Great Oaks Way STE 250 Alpharetta, GA 30022-2492

• 

  Better World Books

  1105 Lakewood Pkwy Ste 205 Alpharetta, GA 30009-7626

• 

  Better World Books

  11560 Great Oaks Way Ste 100 Alpharetta, GA 30022-2454

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:05/02/2025

  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.

  Received books damaged. Merchant indicated they would refund the items, but I never received the refund. I tried contacting the merchant about this, but haven't yet to hear back.

  

  Business Response

  Date: 05/06/2025

  We have been working with the buyer directly outside of the BBB claim; however, now that a claim has been officially opened through the BBB, we would like to continue the process through this channel.
  To move forward, we are providing a return label for the items received so the buyer may return them and receive the appropriate credit.
  Please see the attached file for the return label. 

  Customer Answer

  Date: 05/07/2025

   1ZF2172B0309246328

  Package dropped off. Have to wait for them to receive it before refund.

   

  
  

  

  Business Response

  Date: 05/14/2025

  Just updating the claim to let you know that Ive asked our Returns team to process the return, as the label shows it has been delivered. Ill provide a further update once that has been completed.

• Initial Complaint

  Date:04/21/2025

  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.

  On February 5, 2025 I ordered a book. I was out of the country due to a family emergency and came home April 11 and opened the package. It turns out they sent me 5 magazines which is not what I ordered. I contact customer service asking for a replacement. I was refused due to it being more than 30 days. The bottom line is I paid for goods I never received.

  

  Business Response

  Date: 04/22/2025

  Hello,

  Thank you for alerting us of the issue with your Order #********.

  While we must follow our 30-day return policy, we sincerely apologize for the inconvenience and the trouble this situation has caused. We understand how frustrating it is to receive the wrong item.
  After further review, we reached out to our new book supplier regarding your case, and were pleased to let you know that they have agreed to issue a credit for the order. Based on this, weve gone ahead and refunded your order in full.
  We appreciate your understanding and thank you for bringing this to our attention.
  

  Warm regards,

  ***

  Better World Books Customer Care Supervisor. 

• Initial Complaint

  Date:04/04/2025

  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.

  This company advertised a book including the dust jacket which is the artwork for the book and the book arrived without the dust jacket. Nowhere in my receipt for the book from this company does it show that the book will arrive without a dust jacket so I feel this is a bait and switch and type of fraud and I noticed that from the many complaints about this company they knew that issue a full refund even when they are at fault

  

  Business Response

  Date: 04/07/2025

  Thank you for reaching out. Were sorry that the item you received did not match the image in the listing. We appreciate you bringing this to our attention, as we continuously work to improve our listings.
  
  Please note that the images in our listings are stock photos and may not always match the exact cover or edition you receive. For accuracy, we recommend referring to the **** in the product details when making a purchase, as the **** is typically tied to a specific edition and cover.
  
  Weve issued you a full refund, which should appear in your account within 2-3 business days. Theres no need to return the bookyoure welcome to keep, donate, or recycle it based on its condition.

• Initial Complaint

  Date:03/27/2025

  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.

  On March 22 I placed an order for three books with Better World Books. The vendor completed the transaction with my brokerage account on March 24. I have yet to receive a promised confirmation email from the vendor. This confirmation supposedly includes the order number, which I need to track the shipment. (Most other online merchants do not require an order number; they retain all that information so it's easier to look up.)I have submitted a customer support request but wanted to file notice with the BBB. I would like to receive a confirmation email, and eventually to receive the books I ordered in good faith.

  

  Business Response

  Date: 04/07/2025

  Hello, 
   
  Thank you for writing. It looks like the item ********-Sonoma Foods of the World: ***********... is marked to have shipped under **** Tracking # ********************** and in the same package as ********-Sonoma Foods of the World: ****: Authe..., could you please advise if this item is also missing? 

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because:

  I have been in touch with Better World Books. I have not yet received the New Orleans book, only the Rome book. When I asked why they didn't send the confirmation e-mail, they responded "Ive reviewed your requests and past email sends and have identified an issue with the triggers affecting these flows."
  
  They have offered to send a replacement copy of the book -- albeit in lesser condition than the copy I originally ordered -- so when I finally receive it, I will accept this response.
  
  

  
  

  

  Business Response

  Date: 04/17/2025

  Thank you for reaching out. It looks like our support team previously offered a replacement for *********************** Foods of the World: ***********, but unfortunately, the item was not available at the time of shipping.
  As a result, weve issued a refund in the amount of $5.28 for the missing item. You should see this reflected in your account shortly.
  We sincerely apologize for the inconvenience and appreciate your understanding and feedback.

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because: I would like a clearer explanation as to why the product was listed as available, why my payment was put through without confirmation of its availability, and how they intend to fix this problem going forward.
  
  
  

  

  Business Response

  Date: 04/18/2025

  Dear *** *******,
  

  As previously communicated, the item in question was marked as having been packaged along with another book, ********-Sonoma Foods of the World: ****: Authentic Recipes, which was delivered under **** tracking number **********************, as noted in your support ticket ***************** Email #********.
  

  To our knowledge, no damage was reported by the carrier, so we are not aware of any issues that may have occurred during transit. Our team made efforts to resolve the matter by arranging a replacement; however, due to an inventory discrepancy, we were ultimately unable to locate the item for shipping.As we are unable to fulfill the order, a refund for this itemhas been processed. For your reference, please see the attached screenshot from your order details and refund issued. 

  Thank you for your understanding.
  

   

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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 March 16, 2025, I ordered a book for Better World Books - ************************** of Music, authored by ***** ********. I received an order confirmation from Better World books, but they said I had ordered a different book, entitled ********************************* of Music by ***** Toll. I immediately contacted them to correct their mistake. Their customer service department insisted that they were correct about the book I had ordered and that the book had already shipped. They said I may return it; however, I will have to pay for return shipping. I do not think I should have to pay anything for a book I never ordered. I have since ordered the book I wanted through a different vendor.

  

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for bringing this to our attention.

  Weve carefully reviewed the details of your order #********, placed with us on 3/16/2025 for the book ****************************************** (ISBN: *************). Based on our records, this item matches what was listed in the product description at the time of purchase, which you can view here:
  *************************************************************************************************************.
  Additionally, the order confirmation email you received also reflects this item.
  

  That said, wed be happy to review any images of the item you received if there are concerns about its condition or content. We appreciate you taking the time to reach out and look forward to assisting further!

• Initial Complaint

  Date:02/25/2025

  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.

  I order the #** issue of Banipal from Better World Books and they did not send it to me. I believe they should send me that number ** of Banipal the literary journal to me.

  

  Business Response

  Date: 02/28/2025

  Hello,

  Thank you for reaching out. We sincerely apologize for the inconvenience caused by the cancellation of your order.
  Better World Books sells across multiple marketplaces, and occasionally, an item may sell on more than one platform before our system updates the listing. Unfortunately, this occurred with the item in your order, and since we did not have another copy available, the copy was canceled. We understand how disappointing this must be and truly regret the error.

  
  Please rest assured that you have been fully refunded for this item. The refund has been processed to your original payment method as of Oct 31, 2024. Please see the attachment. 

  
  We have also shared this issue with our inventory team to help prevent similar occurrences in the future. Your patience and understanding are greatly appreciated. We offer a wishlist where you can add an item to be notified when it is back in stock. Please let us know if you need further assistance. 

   

  Customer Answer

  Date: 02/28/2025

  I am rejecting this response because I believe Better World Books should deliver the original item that I ordered. 

  Sincerely:

  ******* A. ********

   

  
  

• Initial Complaint

  Date:02/13/2025

  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.

  The seller/business, noted as Better World Books, listed for sale, a used book under the condition category of "Very Good." According to their own website description of book conditions, a book listed as "Very Good" should be in "great condition" with "no easily noticeable damage to the cover, dust jackets should be included, all pages are present and undamaged (e.g., no creases or tears)." However, the book I was sent was NOT in the condition it was listed. The book has rough discolored pages, multiple folded pages, and a significantly loose spine/binding. The condition for the book they sent me would be "Good" at best, but closer to "Acceptable." I contacted the seller/business and have exchanged 26 emails from 01/28/2025 to 02/13/2025 with no resolution. Seller refuses to exchange the book or refund my money unless I perform services for them at my expense. They require that I use MY vehicle and MY gas, to drive to town and purchase packing material at MY expense, and then run an errand for THEM as an unpaid courier, where I then have to pay with MY money to return the book back to them, in order to correct THEIR mistake of sending a subpar book instead of the one they had listed in "Very Good" condition. It seems to be a classic case of bait-and-switch. They list one thing as bait, then send something subpar as the switch, then require services from the buyer to return the subpar book at the buyer's expense, which then likely results in them getting the book back for free, refusing to refund the money, and then re-selling the same subpar book to cycle the scam again, causing the buyer to receive No book, No refund, and incur costs of return, meanwhile the Seller makes pure profit over & over again. Since the Seller here, Better World Books, refuses to cooperate unless I spend money on unsolicited services for them, I'd like to have some intervention to both recoup my loss & see that this Seller cannot continue to operate this scam on other customers. Thank you.

  

  Business Response

  Date: 02/17/2025

  Thank you for reaching out to us. Our policy now requires customers to provide images for any condition-related issues so that we can accurately assess the damage. In this case, a refund was not initially processed through customer service because we did not receive the necessary images to evaluate the condition.
  However, as a gesture of goodwill and to acknowledge your disappointment with the item received, we will be processing a refund for this claim.
  To help our team resolve issues more efficiently and to ensure a seamless resolution process in the future, we kindly ask that you provide the required images when reporting condition concerns. This helps us address the matter more swiftly and effectively for both you and our team.
  We appreciate your understanding and support. If you have any further questions or need assistance, please feel free to reach out.

  Customer Answer

  Date: 02/18/2025

   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. Be it noted though, that a photo of the loose spine of the book was provided to the business weeks ago as they requested. But I accept the refund offer made in good will. Hopefully next time it will not require getting the BBB involved to resolve a simple matter. 

  
  

  Thank you.

• Initial Complaint

  Date:02/12/2025

  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.

  3 out of 4 books I was sent were incorrect editions from what I paid for. Majority of order wrong:1: Ordered ISBN *************, received had no ISBN (older ed.)2 Ordered ISBN *************, received ISBN ********** (lower quality)3: Ordered ISBN *************, received ISBN ************* Reached out to customer service, was told they can't do exchanges to get me the correct items I paid for. To return the ones they sent (which were lower quality than the nicer, more expensive editions I paid for) they don't provide a shipping label and said they only reimburse shipping up to a certain $, which is less than the min. rate for the cheapest shipping option. Have to pay more to return multiple wrong items and will never receive the actual ed.s I paid for. One they sent me was a very old hardback (not the newer paperback paid for), so its heavier/costs more to ship. Have to go through the inconvenience of getting packaging (items were sent in multiple shipments, packaging too small to reuse), find time to go to the post office during my work hours since no shipping label to be able to drop off the package during off-work hours, and pay more out of pocket to remedy their repeated mistakes.They only offered 25% refund to keep the books, which I have no use for as they are not the right ed.s, and will have to take additional time/money to get them elsewhere. Only book that was correct in order had a price sticker on it that was for $1, but BWBs price was significantly higher (paid a 440% price increase). Yet, they can't get me the right items and are expecting me to lose money/time to return the wrong ones that were sent when they made the same mistake multiple times on 75% of my order! Feels like a scammy bait-and-switch business that does not provide the items you order and wants you to incur a loss to get a refund, all without ever getting what you wanted in the first place and charging much higher prices for lower quality items. Wish I could get my money back.

  

  Business Response

  Date: 02/17/2025

  We sincerely apologize for the inconvenience you experienced with your order. We understand your frustration with receiving incorrect editions for the majority of your purchase, as well as the challenges faced with the return process.
  We strive to provide accurate listings and a seamless shopping experience, and we regret that we did not meet those expectations this time. To resolve this matter, we have issued a full refund for your order. You will not need to return the incorrect items.
  Your feedback is valuable to us, and we will use it to improve our processes and prevent similar issues in the future.
  We appreciate your understanding and patience. If you have any further questions or need assistance, please feel free to reach out.

• Initial Complaint

  Date:02/05/2025

  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.

  Purchased a second hand book and the book that arrived was not a hard cover antique book but a small, moldy, poorly conditioned paperback book. The complete wrong item was sent. Seller refused to send me a shipping label to return. Additionally due to illness I was unable to get to the post office within only a few weeks time which was their ridiculous return window for having me need to go out of my way and pay for shipping myself. The **** reviews all tell the same story. This company is a fraud. Theyre still advertising it too ********************************************** All recent reviews tell the same story Additionally I received the book January 10th having placed the order January 1st. They gave me until January 31st to return it and unfortunately sickness hit our home so I was unable to physically go to a post office. I also fault **** for allowing this fraud to sell on their platform and for being okay with closing the case *************************************************************************************************************************************************************************

  

  Business Response

  Date: 02/07/2025

  Dear ****,
  

  Thank you for reaching out. We wanted to update you that this case is now under ****'s official investigation. As a result, we are unable to take any action outside of eBays process. However, we are more than happy to assist by providing any information that **** may request during their review.

  
  We feel confident that **** will handle the matter in accordance with their policies and ensure a fair resolution. If you have any further questions, please let us know.

  Best regards,
  Better World Books Teams. 

  Customer Answer

  Date: 02/07/2025

   I am rejecting this response because:
  
  eBay already closed the case and has not responded to reopening anything. 

  

  Business Response

  Date: 02/17/2025

  Thank you for letting us know that **** has resolved the case in our favor.
  However, I have reviewed the claim and have issued a refund for your purchase. We appreciate your patience and understanding throughout this process.
  If you have any further questions or need assistance, please feel free to reach out.

  Customer Answer

  Date: 02/18/2025

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/05/2025

  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.

  I ordered a seller listed used book Quantum Mechanics by Merzbacher. It was described as the 3rd edition (with a picture showing the 3rd edition) and former library book in good condition. When I received the book, it was actually a 2nd edition in at most an acceptable condition. Especially it was not a former library book. I contacted the seller for exchanging the correct edition but was denied. Seller insisted they sent what I ordered.

  

  Business Response

  Date: 01/14/2025

  Thank you for bringing this matter to our attention. We understand your concerns regarding the discrepancy between the listing and the book you received for 
  Order #********.
  After reviewing your case, we have issued a full refund to resolve the issue and ensure your satisfaction. The refund should appear on your original payment method shortly, via ****** Transaction Number ***************** 
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. If there is anything further we can assist you with, please do not hesitate to reach out.