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:02/21/2023

  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.

  I purchased a cd download of a ********************* Song entitled Find us Faithful. The track sounded "useable" for a funeral I am scheduled to do, but when I paid my money and downloaded the product, the quality was terrible. I called customer service to lodge a complaint and the representative asked if that was all I called about. I told her that this needs to be reported and future customers warned of the poor quality of the download. Then the representative asked if there was anything else. I told her that she needed to report this and have the recording removed...

  

  Business Response

  Date: 02/23/2023

  BBB,

  We're sorry that ********************** didn't have a good experience with us. We have high standard for the type of service our customers should receive and we didn't live up to those expectations.  We will follow up with the representative that he spoke with.

  We have alerted our IT department of the issue with the download quality and have issued a full refund of $6.99 to him.

  We appreciated ************************** feedback and hope he'll give us another change to improve on his previous experience with us. 

  Sincerely,

  *******

  Customer Service Supervisor

   

   

• Initial Complaint

  Date:12/09/2022

  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.

  Order placed 9Dec. Realized that the coupon code did not take. Pressed the cancel order button. Nothing happened. Left website, went back in and retried. Again nothing. Waited until 8am to call **************** (when they opened). I was told that I could not be helped at this time call back in 30 minutes and they would try then to cancel, no guarantee. I again told her I had tried to use the cancel button and it did not work. I was told there were no complaints about the website! I then said I was telling her. Nothing. Nothing. Never said it would be reported. Just repeated to call back. I asked about assistance with the shipping, again, call back.

  

  Business Response

  Date: 12/09/2022

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

  Were really sorry about the problems you experienced with your order! We have high standards for the type of service our customers should receive, and in your case, we simply didnt live up to those expectations.

  Your order is in process so I'm unable to remove the shipping cost from the order. However, I will issue you a refund for the shipping of $5.99 + **** tax on the shipping for a refund total of $6.35.

  We appreciate your business and hope youll give us another chance to improve on your previous experience.

  Regards,

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

  Supervisor

  Christianbook

   

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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.

  today they cancelled my order unilaterally without my consent during a 2 month period wherein they stated order had been shipped while overcharging my credit art and refunding unilaterally even less than their charges.Even a presumptive read of the correspondence attached and their "creative accounting" will clearly ellicit the extortion, fraud and breach of standard businesses.

  

  Business Response

  Date: 09/12/2022

  ******************** placed 2 orders on September 1, 2022.
  
  One order was for a Bible which is on backorder until September 30, 2022. The cost of that order was $25.83. When an order is placed,we authorize the credit card for the order for verification purposes. We do not charge a customer for the order until the order ships. The authorization will drop off after a few business days depending on the customers bank policies.
  
  We did not cancel the backorder. The order is still open waiting for the product to come in.
  
  The second order was for a kit that contained 2 dictionaries.We authorized the card for the total amount of the order $31.22. When he placed the order, we showed a backorder date of October 15, 2022.  

  We did not cancel this backorder, we received the product sooner than expected and we were able to ship them sooner. We shipped 1 item for the charge of $17.50. We shipped the 2nd item for the charge of $13.72.
  
  Were sorry for any confusion this has caused.
  
  
  

  
  

  Customer Answer

  Date: 09/12/2022

  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. 

  Read the accounting--- this criminal withholds so much info---he charged me so much more than he says---hire an accountant or your analysis is without merit. *********************** 

  

  Business Response

  Date: 09/12/2022

  We reviewed the attachment that ******************** provided and they are screen shots from the 2 different orders that he placed.

  The top section is for the Bible that is on backorder until September 30th and the bottom section is for one of the items that shipped from the other order he placed.

  
  ******************** emailed us 22 time over the course of 2 days where in he received responses by 10 different representatives at our company explaining the situation.

  
  We apologize for the confusion our shipping process has caused him. I have refunded the $5.99 shipping charge for the second order that has already shipped.

• Initial Complaint

  Date:07/31/2022

  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.

  I ordered a candle as a sympathy gift for a family member, in June. I was informed the item was shipped on 6/21/22 (order # *********). 0n 7/6/22, I received an email stating the expected delivery date is 8/05/22. I called the company and was told the item was damaged and a replacement would be sent out. On 7/13/22 I received an email stating the expected delivery date is 8/12/22. On 7/18/22 I received an email stating the expected delivery date is 8/21/22. On 7/28/22 I received an email stating the expected delivery date is 8/21/22. On 7/29/22 I received an email stating the expected delivery date is 10/14/22. SKU # *******.With each email I also received a message stating if I wish to cancel respond to the email. The item is still being advertised, and I do not want to cancel the purchase. Please assist in this matter. Thank you, *************************

  

  Business Response

  Date: 08/01/2022

  We're sorry for the trouble the customer has had with her order.

  Unfortunately, the original order was damaged during shipping. We processed a reshipment but we are currently out of stock.

  We're waiting for a new shipment of inventory. We were informed from the manufacturer that we were expecting to have them in sooner. However, now they have informed us they won't be available until October.

  We'd be happy to replace the order with an alternative item that we have in stock. Or, we could issue a full refund.

  We're sorry for the inconvenience.

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

  Supervisor Christianbook

  Customer Answer

  Date: 08/02/2022

  [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. As per the offers from the business, I would like to cancel my purchase.
  
  Regards,
  
  *************************