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Business Profile

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Christianbook

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 149 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/22/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 made a prchase for homeschool materials, (as I have for the past 7 years), for four items that totaled *****. Several items were back ordered so payments were being taken out as my items were shipped but then I noticed a payment for $14.95 labeled an automatic payment. I sent an email to customer service and only got a reply that I had signed up for a rewards program during my purchase. *** made several purchases with this company and never signed up for a rewards program. If this info is on the page at checkout then its not very clear or noticeable. I did however find the website (totally different site for this) and figure out how to cancel. Just seems very sneaky and dishonest. I did ask for a refund but then there was no feedback.

      Business Response

      Date: 09/22/2023

      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.

      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. We've also requested that you be refunded for any charges that were posted to your account for our program before it was cancelled.

      Customer Answer

      Date: 09/22/2023

      [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:09/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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 8/16/2023 and 9/16/2023, I was charged $14.95 without my consent. I've reviewed my account information on Christianbook and do not have any active memberships or subscriptions. I would like a refund to my bank account immediately as I did not authorize these purchases. It appears this company charges frequently without authorization.

      Business Response

      Date: 09/18/2023

      We're sorry that you weren't aware that you had enrolled in our Christianbook Rewards program. We apologize for any confusion regarding the program. We'll request that your account be cancelled and the funds be returned to your account.

      Thanks for letting us know about the problem and for giving us a chance to fix it.

      Customer Answer

      Date: 09/18/2023

      [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:09/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Yes, I ordered books in Dec 2022, they said free shipping if over certain amount but after 30 days they charged me every month for a rewards program for ***** a month. I called they said the fine print states a monthly charge and I received a new email welcome package which I never received. She canceled my subscription, but that is really a crappy way to rip off people, she said well that's how you get free shipping. Would like my money back.

      Business Response

      Date: 09/13/2023

      Thank you 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 have confirmed that your account has been cancelled and will request that you be refunded for any of the charges posted to your account be refunded.

      We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

    • Initial Complaint

      Date:08/23/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am a customer of this company. But I am being charged $14.95 regularly for something called *********************** I wrote the company, but no one responded. I need to know how this happened, how I can get it stopped and I need a complete and total refund.

      Business Response

      Date: 08/28/2023

      Thank you for your comment. We have reached out to ChristianbookRewards and they were able to cancel your membership in the Rewards program. Only one monthly fee of $14.95 was charged on 8/10/23. They are refunding that $14.95 to your **** card. There will be no further charges. If you have further questions for them they can be reached at ************. Thank you for letting us know about the issue and giving us a chance to help you fix it.

      Customer Answer

      Date: 08/28/2023

      [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 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:08/13/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been charged ***** the past two months for no known reason on my paypal account for **********************

      Business Response

      Date: 08/15/2023

      This fee is for joining our Christianbook Rewards program.

      When the customer placed an order with us, we presented an offer to receive a rebate on the order. It asked for them to provide your email address and click on the join button. After the 30-day free trial, there is a $14.95 monthly fee for Christianbook Rewards.

      They would've received a Welcome email from the Christianbook Rewards program to create an account. If they didn't see the email, it might be in their spam folder. The account for this program is different than the Christianbook account that they use to shop with us.

      No problem, we will refund and cancel their enrollment in the program.

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

      Customer Service Supervisor

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

      Customer Answer

      Date: 08/15/2023

      [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:07/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      There is an additional charge on my card in the tune of *****- this purchase was not made by us, nor do I understand why I have been charged, I checked my membership status, and I am not a member, nor do I have any plans of being a member. Please fix this issue *************************

      Business Response

      Date: 07/19/2023

      BBB,

      When the customer placed their order with us On April 24, 2023, we presented an offer to receive a rebate on their order. It asked for you to provide your email address and click on the join button. After the 30-day free trial, there is a $14.95 monthly fee for Christianbook Rewards. They would've received a Welcome email from the Christianbook Rewards program to create their rewards account. This may have gone to their spam folder. The account for this program is different than the Christianbook account that you use to shop with us.

      Since they are not interested in the program, we will cancel it and refund the customer.

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

      Customer Service Supervisor

    • Initial Complaint

      Date:05/09/2023

      Type:Delivery Issues
      Status:
      Answered
      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 April 10th, 2023, my card was charged $14.95 for an order that I did not make. I have attached a copy of my order history and the charged that posted to my account. I am very concerned now that its come out twice. I have ordered with Christian ********* for years and never had this issue happened. It appears that someone is misusing customers cards listed in their account. This appears to be a security issue.

      Business Response

      Date: 05/09/2023

      When the customer placed an order with ** on March 9, 2023, we presented an offer to join Christianbook Rewards and receive a rebate on the order.

      The offer asked for the customer to provide their email address and click on the join button. The information displayed on the screen explained there was a 30 day free trail for this offer and then there would a $14.95 monthly fee. 

      The customer would've received a welcome email for the Christianbook Rewards program to create an account. If they didn't see the email, it may have gone to their spam folder. 

      The account for the ********************** Rewards is different than the account the customer has on ********************** to shop.

      We checked the customer's account and we see that the ********************** Rewards program has been cancelled. They will not receive any future charges. 

      Customer Answer

      Date: 05/17/2023

      Better Business Bureau:I have reviewed the response submitted by the ******** 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 canceled only after learning about this from other BBB complaints. Please refund the 2 months charged as you have admittedly done for the other customers. 

      Your ******** practices are sneaky and at best ignorant of what this does when you sign people up for a paid subscription while misleading them with words that are not clear on a paid service. 

      Your own statement admits that it comes in another email disguised as a sales newsletter guaranteed to be sent to a spam folder. 

      Please quit doing this. Especially from a Christian ******** perspective. It makes your ******** appear untrustworthy.


      Regards,

      *******

       

       

      Business Response

      Date: 05/22/2023

      We have cancelled the subscription for the Christianbook Rewards program. The customer will receive a refund for the charge.

      We have reached out to the customer directly to let them know.

      Regards,

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

    • Initial Complaint

      Date:04/19/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 April 4th, 2023, my ******* card was charged $14.95 for an order that I did not make. I have attached a copy of my order history and the charged that posted to my **** account . I am very concerned that this has happened to me. I have ordered with Christian bookstore for years and never had this issue happened. It appears that someone is misusing customers cards listed in their account. This appears to be a security issue.

      Customer Answer

      Date: 04/29/2023

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 05/01/2023

      This charge would be the monthly fee for joining our Christianbook Rewards program. 

      When the customer placed their order on March 5, 2023, we presented an offer to receive a rebate on your order. It asked for them to provide an email address and click on the join button. After the 30-day free trial, there is a $14.95 monthly fee for Christianbook Rewards.

      They would've received a Welcome email from the Christianbook Rewards program to create an account. If they don't see the email, please check the spam folder. The account for this program is different than the Christianbook account that they use to shop with us.

      We apologize that the rewards program wasn't clear; that was not our intention! I will submit a request to have this cancelled and refunded. 

      ******************
      Customer Service Supervisor
      **********************

       

       

      Customer Answer

      Date: 05/01/2023

      [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:04/10/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 are charging credit cards for orders never ordered by the customers. They start small and than move to a larger amounts until you notice. I found 3 charges over a 5 day period ranging from $8 to $130. When you call them they say their systems are down and cannot take calls. I needed a book for homeschool in 2020 and had no choice due to shortages (Covid) of homeschool materials otherwise I would have never ordered from them and have NOT since, as I have no religious affiliation.

      Business Response

      Date: 04/27/2023

      We're sorry for being unavailable for you to reach **. We had a system outage that lasted a couple of weeks. We are just getting back to regular operations.

      I checked your order history and we show there were 3 orders placed.

      April 2,2023 for $8.05

      April 8, 2023 $131.96

      April 10, 2023 $35.98

      If you did not place these orders, we recommend that you file a chargeback with your credit card company and have them issue you a new card. 

      We will note this on your account.

      Regards, 

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

      Customer Service Supervisor

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

    • Initial Complaint

      Date:04/05/2023

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order a week ago-no update at all. In limbo. Have emailed twice, no response. Called and every time says phones are down. Does not respond on ******** page. Did process payment though!

      Business Response

      Date: 04/27/2023

      We're sorry for the trouble you had reaching us! We had a system outage that lasted a couple of weeks. We are just getting back to normal operations.

      Your order was placed on March 29, 2023. We were able to ship the order on April 11, 2023.

      The tracking information shows that it was delivered on April 14, 2023.

      USPS tracking #**********************

      Delivered, Individual Picked Up at Post Office
      ****************************** 
      April 14, 2023, 2:38 pm

      We're sorry for the delay with your order. Please let ** know if you need any more assistance.

      Regards,
      ******************
      Customer Service Supervisor
      Chrisitanbook

    Christianbook is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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