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:11/10/2023

  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 ordered a Bible for my grandma to gift to a grandchild for graduation around April 2023. She started noticing charges of $14.95 a month for 5 months totaling $74.75. I have made contact several time with the company and finally got the membership that I clearly did not sign up for cancelled; however, I am looking for a full refund for my grandmother. The Bible was purchased under her name: *********************************.

  

  Business Response

  Date: 11/13/2023

  Thanks for your feedback!

  We're sorry to hear that your grandmother wasn't aware that she had enrolled in our Christianbook Rewards program! I see that her account has already been cancelled, and we'll make sure that she's refunded for any charges posted to her account while she was a member.

   

• Initial Complaint

  Date:11/04/2023

  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.

  In August of 2023 I purchased a book from Christianbooks.com and we just realized that we have been charged a recurring charge of $14.95 every month since then.

  

  Business Response

  Date: 11/06/2023

  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 ************** like yours, which help us refine and make necessary improvements.

  We'll make sure that your account is cancelled and that any charges will be refunded back to your method of payment.

  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: 11/06/2023

  [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:11/04/2023

  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 cancelled a membership the next day after recieving my order and relized the membersgip was attatched to it. It was free for thirty days it stated but i cancelled when i got the order and saw the membership,but i have a charge pending of ***** to be taken out of my account. The amount was supposed to be ***** for the membership, the order was placed oct. 5th recieved product shortly afterward and cancelled it. Spoke with ****** to recancel Nov. 4th today. My bank shows charge pending ****** stated they recieved the payment and it would take 3 to 5 business days to recieve the ***** back. Bad pactice for that business and others should know of the deceptions. I hope i recieve my money back

  

  Business Response

  Date: 11/06/2023

  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 ************** like yours, which help us refine and make necessary improvements.

  We've confirmed that your account has been cancelled and that you have a pending refund for the posted 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:11/04/2023

  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.

  Today I noticed a charge for $14.95. I had not ordered anything recently from Christian **** recently. I have learned this is for a membership for Christian **** Rewards. I never signed up for this program and I have been charged for four months. I didn't notice the charges before as I thought they were book orders I had made. I need a refund for the four months of charges. Thank you.

  

  Business Response

  Date: 11/06/2023

  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 ************** like yours, which help us refine and make necessary improvements.

  We see that your account has already been cancelled, and we'll make sure that you are refunded for any posted 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:10/31/2023

  Type:Order 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 purchase all of our homeschool supplies here every year. I did Not sign up for a rewards program, but Im being charged a fee for it. Please remove me from program and refund the fee.

  

  Business Response

  Date: 11/01/2023

  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.

  We'll also ensure that your Christianbook Rewards Account has been cancelled and that you've been refunded for any charges relating to your membership for it.

  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: 11/01/2023

  [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:10/29/2023

  Type:Sales and Advertising 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.

  My wife 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: 11/01/2023

  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 and that it wasn't clear to you or your wife that you had signed up for the program.

  We'd be glad to confirm that your account has been cancelled and refund any charges associated with the program but have been unable to find any account information using your zip code, email address or phone number. 

  Are you able to provide us with the full name and address that was used when placing an order with us?

  Customer Answer

  Date: 11/01/2023

  [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 #********.
  The original purchase of books that was purchased should be under

  *****************************

  address- ************************************
  ******** **, 78109

  E-mail- ***********************

  i have already made a phone call to cancel this membership on 11/29/2023, but yes if you could also please double confirm this membership has been closed and a refund will be sent. Thank you. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/14/2023

  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.

  I have made some purchases in the past year through christianbooks.com for my homeschool curriculum. Just a few individual books, nothing like a set or comprehensive curriculum. So over the last three months I've been noticing a recurring charge of $14.95 from christianbooks.com. When I first noticed it, I didn't really pay much attention. Now, after three months of getting charged and not purchasing ANYTHING, I am aware of these deductions and also aware of NOT agreeing to anything relating to allowing this deduction. I have sent an email, and will call on Monday. I will ask/demand a refund, but if they deny, is there anything I can do on the legal side? This is infuriating! It's theft.

  

  Business Response

  Date: 10/16/2023

  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 account be cancelled and that any previous charges be refunded back to whichever payment method you used when enrolling.

  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:10/13/2023

  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.

  I was very confused to see $16.95 taken out of my account at 4:30am. I have bought many of my ********* books from this company, and know I wasn't on the internet at that time. When I investigated further, I see that I was enrolled in a rewards program without my knowledge or consent. When I looked at the christianbooks.com site, I don't see anywhere that an enrollment in a membership program would cost any monthly fee. To charge someone a monthly fee without clear notice seems underhanded. Please refund me my $16.95. I did find the place to cancel the membership and have done so. Thank you.

  

  Business Response

  Date: 10/16/2023

  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 Christianbook Rewards charges 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:10/05/2023

  Type:Delivery 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.

  We placed an order with ChristianBook Shop on 2-Oct-2023, totalling approx $447.17 USD Part of the order wasn't available at the time, so it was placed on backorder with the estimated stock arriving on 6-Oct-2023 On the 5th of October, I sent a message to ChristianBook Shop (CBS) if it was possible to change one of the backordered items to a different version (see Supporting Document CBS - Question 1)I was then responded to by CBS in an email stating that they had removed that item from my order and for the different version, I would have to create a new order for it (see Supporting Document CBS - Response 1)This wasnt what I had asked at all. I replied immediately to CBS to not cancel that item if it couldnt be changed, but I was greeted with a reply from them saying, 'too late, order the different item', and 'dont worry, we havent charged you for that item'. (See Supporting Document CBS - Interaction 2)However, they have charged us for part of that item as the shipping and handling costs for the entire item, had all been paid and collected by CBS when they sent the 'in stock' part of the order. This cost of shipping was $56.64 USD + additional tax of 15%, as I am basede in ** and there are regulatory taxes of 15% that CBS charge on top of our order to send here (See Support Document CBS - Order 1)If we were to order the cancelled item, an additional $31.61 USD + 15% tax would be incurred (see Supporting Document CBS - Additional Shipping Cost). This is the amount that we would be out of pocket because of their error in cancelling this item from our original order For resolution, we would like either of the below solutions to be provided for by CBS:1. Refund of $31.61 USD + 15% tax to reimburse shipping, handling and its tax for the cancelled item 2. Send the item as it was on backorder and keep the original order cost of $447.17 USD. As per their T's and C's, backordered items do not incur additional shipping costs. This is ideal solution Thank you

  

  Business Response

  Date: 10/06/2023

  Thank you for bringing this issue to our attention.  We are very sorry that our representative, due to programming limitations, was not able to swap out the digital item for the *** as you requested.  As a gesture of apology per your suggestion we will go ahead and refund the amount that will cover the shipping on the reorder of the desired item by you, ***** USD plus **** tax total ***** USD.  Thank you for the time and energy you have put into this resolution.

  Customer Answer

  Date: 10/09/2023

  [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:09/25/2023

  Type:Delivery 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.

  We ordered a school curriculum and we received the wrong book. They apologized and resent the order and then resent the same wrong book again. Now we are two weeks late on the curriculum we need. They said they would send the order with two day shipping and now we get an email that they had their inventory wrong and they cannot fill the order at this time. We called to complain and their was no effort to correct the problem. They simply did not care and when we explained what happened and said we were going to leave a negative review they simply said "ok" with no apology or effort to rectify the problem. Very poor customer service. Very disorganized. This is the second time we've had problems with them listing inventory they don't actually have. We will not support this business again. They have lost us as a customer!

  

  Business Response

  Date: 09/28/2023

  We're sorry to hear about the trouble that you've had with your order and for the delays you've experienced in your class because of them.

  I've checked our records and determined that you were issued a refund for the incorrectly sent item on September 27 in the amount of $49.64. We have also just posted another refund to your account for the remainder of your order, $18.48.

  We'll also be sure to follow up with the agent that you spoke to in order to provide some coaching on how to better **************** such as these.

  Customer Answer

  Date: 09/28/2023

  [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 - a full refund - does satisfy my issues and/or concerns in reference to complaint #********. I do want to note that I am still frustrated at the disorganization of this business and that this has happened more than once. I most likely will not return as a customer. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************