Complaints

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

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  Christianbook

  140 Summit St Peabody, MA 01960-5156

• 

  Christianbook

  PO Box 8000 Peabody, MA 01961-8000

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:12/05/2023

  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.

  I purchased two books from this website and never enrolled in any sort of monthly program. However they have charged me $14.95 a month for the last four months. This is a complete scam. I expect a full refund.

  

  Business Response

  Date: 12/06/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program,we truly value insights like yours, which help us refine and make necessary improvements.

  We've confirmed that your account has been cancelled and will ensure that you've been refunded for any relevant charges.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:12/03/2023

  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.

  In February of this year (2023), I purchased a book off the Christianbook website and since March, I have been charged $14.95 each month without knowing that I had been signed up for the Christianbook Rewards program. I did not want this, nor did I sign up for the monthly membership fee when I purchased the book.

  

  Business Response

  Date: 12/04/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers.As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  We'll make sure your Account is cancelled and that you've been refunded for each charge dating back to when your 30 day free trial ended.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.
  

  
  

• Initial Complaint

  Date:11/27/2023

  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 was inadvertently signed up the Christianbook.com Rewards program. I guess I made the selection myself but was unaware and never received ANY email communication indicating I would be charged $14.95 monthly for this membership. Finally spotted it on my monthly credit card bill - it has been going on since April 2023. Tried to login to adjust but never got a link after submitting a forgotten password request. Called and when redirected the operator laughed and said she'd forward me to someone so I could cancel and get a refund, as though this was a common occurrence. ******* canceled my membership immediately and when I pushed for a refund, said she was only allowed to refund 4 credits, so half of what I had paid out. Most frustrating is the order I'd placed back in March was canceled at the last minute and left me scrambling at Easter for my ************* class. I think it is shameful that a company claiming to be ********* would knowingly dupe people out of money.

  

  Business Response

  Date: 11/29/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program,we truly ************** like yours, which help us refine and make necessary improvements.

  We'll also reach out to our Christianbook Rewards team and ensure that you're refunded for the entire amount of what you've been charged since you signed up.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While I appreciate that you are resolving my issue in particular, I could see from your BBB profile that several similar complaints have been made. There is something very wrong with the way your website signs people up for a paid rewards program without any notification and follow up once the trial has expired. And when people figure it out that they inadvertently signed up and are paying $14.95 monthly and call, the agent is not empowered to refund the money in its entirety and doesn't acknowledge any fault on behalf of the website and your communication or lack thereof. I don't consider this issue resolved until you make the rewards program very clear with follow up emails advising what the program entails, costs, and when the trial period is ending. 
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 11/30/2023

  Thank you for your thoughtful response. There are few instances where we notify new Members about their enrollment in the program, though we are working on communicating more often.

  Currently, after enrolling in our Christianbook Rewards program new members are sent a welcome email, with a subject line of "Welcome to Christianbook Rewards!", which includes their user name, temporary password, and a digital welcome packet outlining all of the benefits in our program. Before the 30 day free trial is about to expire a reminder email about the program is sent which also includes a notice that the account which was used to pay for the order is about to be charged. Periodically members also receive targeted notices with new promotions and links back to our Christianbook Rewards site.

  We hope this helps to provide a bit more context about some of the communication that is sent to members of the Christianbook Rewards program. Additionally, we have received confirmation that you have been completely refunded for all of the charges you incurred throughout your membership.

   

  Customer Answer

  Date: 12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I will trust that they are being forthcoming about the emails that are sent. I did not receive those emails myself, but hope they are making sure they are sending them moving forward. I appreciate their responsiveness and my refund.

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/27/2023

  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.

  I purchased a book for my release time class in early October 2023. Since that time I have had 2 recurring monthly charges showing on my credit card. I did not contract for this and am disputing it on my credit card. This is not a good business practice and I see by others having the same issue it is not the first time. I am asking for a refund and a letter acknowledging that a refund with be coming and that this recurring charge will be rescinded.

  

  Business Response

  Date: 11/27/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  We're going to request that your account be cancelled and that any charges posted to your account for our ********************** Rewards membership be refunded.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:11/25/2023

  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 July 18, 2023 my company purchased a book from Christianbooks.com. I just realized that starting Aug 16, 2023 we have been charged $16.95/month from Christianbookrewards totalling $67.80 through today (11/25/23). This is outrageous that Christianbooks.com (selling ********* material !! ) snuck a recurring monthly charge into my book purchase without my clear knowledge. I see from only a cursory glance at the BBB website for Christianbook that I am not an exception, but that this is a widespread problem that the company should resolve immediately by ending this method of inconspicuously signing people up for Christianbookrewards.

  

  Business Response

  Date: 11/27/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. After you had completed your purchase, we presented an offer to receive a rebate on your order. It asked for you to provide your email address and click on the join button. It stated that after the 30-day free trial, there is a $16.95 monthly fee for Christianbook Rewards.

  It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements. I see that your account has been cancelled, but will request that you are refunded for all of the charges relating to our rewards program.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:11/24/2023

  Type:Billing 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 simply ordered some books for my Child through this website. There was no membership created, nor any account made for this purchase. They have charged my account a $14.95 account membership fee, for something we did not sign up for. I was able to call and cancel. But had already been charged 3 seperate times for something we DID NOT sign up for! Very deceptive business practices for a christian ********* I do expect a full refund of $44.85 back to my account. This will also be reported to the ************************ (FTC). Regardless of fine print, there needs to be an acknowledgment of I agree to this membership. Would have been cheaper to pay for the shipping.

  

  Business Response

  Date: 11/27/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements. After enrolling you would've received a Welcome email from the Christianbook Rewards program to create your account and then a follow up reminder when your free trial was about to end. We have found that some service providers may route those notifications to your Spam or Junk mail folder, which may be why you didn't receive those notifications.

  We've confirmed that your account was cancelled at the end of October, but will also make sure you're refunded for any charges posted to your account for our ********************** Rewards program.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.
  

  
  

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting this response as this is our 2nd request to have the funds refunded back to our account. We were unable to edit or make an attempt to gain further information about our money being refunded back to us.
   We had selected accept business response last time as they requested more information, which we gave them. I can only assume christianbook saw it was accepted. But again we did respond to the previous acceptance of response, as we were asked for further information which we provided.
  yes we do know our account was cancelled in October only after realizing what had been going on. 
  we will continue to reject this business response until our money is back in our account. 
  
  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 11/28/2023

  We appreciate your response. We received confirmation that a refund to your account was processed on November ***************************** the account of whichever payment method it was deducted from within ***** hours.

  Thanks for your patience.

  Customer Answer

  Date: 11/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• 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.

  The lantern was broken glass

  

  Business Response

  Date: 11/24/2023

  Thank you for contacting us to let us know that ****** AMAZING ****************** arrived broken.   We are very sorry that the item is discontinued and no longer available so we were not able to send out a replacement for you as requested.  However our representative was able to refund you $38.84 ($35.99 merchandise cost  plus tax) for the item.  There is no need for a return.  Please discard the broken glass carefully.  Once again, we are very sorry for the disappointment this has caused you at the start of this Christmas season.

• Initial Complaint

  Date:11/19/2023

  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.

  I order most of my homeschool material from here, as they have the best prices. I just realized Ive been charged the last 3 months a ridiculous $16.95 fee. I had to ****** it to see what it was! Ever since I placed my last homeschool order I guess they decided to start charging me. I want my money back! This is ridiculous!

  

  Business Response

  Date: 11/20/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  We'll request that your optional account be cancelled and that any charges made due to your membership be refunded.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:11/16/2023

  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.

  In august of this year (2023) purchased a book and have been subjected to a recurring monthly fee for a service I did not sign up for. I don't want a rewards program and didn't know I had signed up. I would like a full refund for all charges and to be removed from the program.Email address for the account is ***********************

  

  Business Response

  Date: 11/21/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  We've confirmed that your account has been cancelled and that you will be refunded for any charges posted to your account regarding the ********************** Rewards membership.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/15/2023

  Type:Billing 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.

  Ordered for my elderly Mother and realized that she is being charged for a Monthly Rewards account, that she not only does not need but cannot afford. I have tried to cancel her membership several times, and the reset of her password doesn't work nor am I receiving any help from the Support at Christian ********* like to stop these monthly charges and get a refund.

  

  Business Response

  Date: 11/16/2023

  Thanks for your feedback. We're sorry to hear that it wasn't clear to you that you had enrolled in our Christianbook Rewards program. We've checked our records and confirmed that the account was cancelled on November 10.

  We'll also make sure that she has been refunded for any charges that we made relating to Christianbook Rewards.

   

  Customer Answer

  Date: 11/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************