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:04/03/2024

  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 bought some books last summer from the bookstore. I just noticed that they unbeknowst to me signed me up for a monthly subscription. I would like my money back asap. They only refunded me three months and they owe *****. Thank you BBB that there is a place to air our grievances.

  

  Business Response

  Date: 04/04/2024

  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 that you had opted to enroll in the 30-day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers, so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll make sure that your account has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** 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: 04/04/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  I did not receive the full refund as promised in the message.  I only received 6 months of refunds so far.  See attached. There is 3 months owed for now.  
  
  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: 04/18/2024

  We've confirmed with our payment team that your refund was posted in 2 parts. The complete refund total has come to $134.55.

• Initial Complaint

  Date:04/03/2024

  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 just realized Christianbook has been charging my account $14.95 monthly since April of 2023. I never signed up for this and have not received emails disclosing what this is or that they are taking my money. I have had to cancel my card to keep them from taking more money. I want my 13 charges back because I did NOT agree to this and have no idea what it is for.

  

  Business Response

  Date: 04/04/2024

  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 that you had opted to enroll in the 30-day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a monthly fee for Christianbook Rewards.
  
  We'll make sure that your account has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** 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.

• Initial Complaint

  Date:04/02/2024

  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 just noticed as I was working on my taxes that I am being charged $14.95 every month since August for a service I never signed up for. I have been charged 8 times for $119.60 and would like reimbursement as I not using this service, knew nothing about it, and never signed up for it.

  

  Business Response

  Date: 04/03/2024

  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 that you had opted to enroll in the 30-day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  
  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll make sure that your account has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** 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: 04/03/2024

  [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:04/02/2024

  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.

  A few weeks ago, I placed an order online from Christian ***** and I received my order as expected. Then, a couple of days ago, I notice a charge of $16.95 for, ********************** and I know I never willingly signed up for this, because I didnt even realize it existed. I tried to use my regular log in (that I use to purchase things from their main website), to log into the website that is solely for the rewards members so that I could try to somehow cancel this membership that I NEVER SIGNED UP FOR, and its saying my account doesnt exist. I can log into the regular website to purchase from them, but it doesnt have any record of an account for me on their rewards website. I cant get any help to get this matter resolved. I want my membership canceled and a refund.

  

  Business Response

  Date: 04/03/2024

  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 that you had opted to enroll in the 30-day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll make sure that your account has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** 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.

• Initial Complaint

  Date:03/31/2024

  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.

  On December 1, 2023 I purchased a set of ***** Mugs to be shipped to a friend as a Christmas gift. I was told by my friend how lovely they were. Total charge for mugs were $38.14 However, I discovered that they started charging my Discover card $16.95 on 1/30/24, 2/29/24 and now 3/31/24. ( total=$50.85)How disappointing, I have tried to find somewhere on their website to file a complaint but cannot find it. I will be calling them in the morning but I feel this is something that should be recorded.After reading other complaints, apparently there is fine print that says they will be doing this. I only ordered one time for a Christmas gift and I probably would order next Christmas but now I will only be ordering through Amazon.

  

  Business Response

  Date: 04/01/2024

  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 that you had opted to enroll in the 30 day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers, so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll make sure that your membership has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** 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: 04/01/2024

  [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:03/20/2024

  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 filled out the form to recieve the $10 rebate after purchasing an e-book. Nowhere did it explain that I would be charged over 16 dollars a month for a rewards program! Nothing about the free trial was mentioned either. I want a refund for false advertising. The add makes it seem that the rewards system is free and as a bonus you get $10 back as reward for signing up.

  

  Business Response

  Date: 03/25/2024

  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 that you had opted to enroll in the 30 day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  We've noted that your membership has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** Rewards membership.
  
  As this is a new program, we truly value insights 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.

• Initial Complaint

  Date:03/18/2024

  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.

  Upon closer inspection of my credit card statement, I found a $14.95 charge. Looking back further, the charges go back to May 2023. This all followed a book purchase in April 2023 during which I was provided the option to check a box and enter my email for free shipping. Come to find out, this wasn't for marketing purposes, but rather a $14.95/month rewards program that I did not want, need, or use. No emails about this subscription were ever received - possibly went to junk, which tells you something. At a minimum, the methods used to have people "join" this program are deceptive as evidenced by the number of complaints for this issue. I attempted to retrace my steps today and the same prompt is no longer there.

  

  Business Response

  Date: 03/19/2024

  Thank you for leaving feedback about our Christianbook Rewards program. We're sorry to hear that you haven't received any of the emails that have been sent you during your membership period. It looks like your account has already been cancelled, but we'll make sure that you are refunded for all of the fees that were charged to you since you had signed up.

  We are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:03/11/2024

  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.

  After combing through my online banking statements I realized I was being charged $16.95 a month from Christian ***** for a membership that I never recall signing up for. I order from them once a year, typically when I order supplies for the new homeschool year. I don't order throughout the year so having this "membership" wouldn't even benefit me financially. I am not sure what programming via their website or shady tactics they are using to get our "authorization" to join this program but it is sneaky enough to where we didn't even know it was happening. That just isn't good business to me. I didnt even get any emails that state recurring charges were occurring like I typically would get other auto replenish programs. After contacting customer service it seemed like I was getting a pretty generic response and not much help in resolving the situation. So I went online and thought maybe I'm not the only one. Turns out there are SO many of you who have had the same thing happen. Today I requested a refund dating back to Sept 23'. Let's hope they are helpful because it's over a hundred dollars in charges. I won't be ordering from this company anymore and I will be advising all of my homeschool co-opt families to be cautious and use another company if possible. They should find a way to be more transparent about what they are signing you up for. If for some reason this is an oversite on our part and we missed the "fine print" assuming there is one, how shady is it to hide it so well that people didn't know they were signed up? This is a very misleading practice!

  

  Business Response

  Date: 03/12/2024

  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 that you had opted to enroll in the 30 day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We've noted that your membership has been cancelled and will ensure that you're refunded for any charges that were posted to your account for your ********************** Rewards membership.
  
  As this is a new program, we truly value insights 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.

  Customer Answer

  Date: 03/12/2024

  [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:03/08/2024

  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 something from Christianbook and received my order. The order was incorrect and I was charged too much. That was all sorted out eventually despite the annoyance and time I lost fixing things. THEN apparently at some point in the process Christianbook signed me up for some membership plan that I NEVER agreed to. They've charged me $16.95 twice now. Once today and once a month ago (that I didn't notice until now).I didn't sign up for your program, I want a full refund, and I won't be using Christianbook again. I see other people on Better Business Bureau have had the SAME problem in the same timeline as I have. How much money have you made from people who haven't noticed this false subscription you've signed them up for?? That doesn't seem very *********** to me. Terrible, unethical business practice.

  

  Business Response

  Date: 03/11/2024

  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 that you had opted to enroll in the 30 day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll cancel your membership and ensure that you're refunded for any charges that were posted to your account for your ********************** Rewards membership.
  
  As this is a new program, we truly value insights 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.

  Customer Answer

  Date: 03/11/2024

  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 accept the refund, obviously, but I find it bizarre that you've told every single one of the people who have all had the same issue, that it's essentially our fault. Every single one of the previous complaints have have the same issue. You've clearly found a new business model that sneaks one-time customers into a monthly subscription model that was (purposely?) ambiguous. 

  It's generally good practice to make a full apology taking responsibility for your actions. It's hard to accept an apology in which I am told that I, and the numerous other individuals who had the same issue with you, are actually the ones at fault. What a low blow. You can just about be assured that you've lost all of our business with such a gaslighting "apology." 

  I think it would be ethically responsible of you to reach out to every single individual who has "joined" your membership scheme but hasn't taken advantage of any of the membership offers. Alert them of the situation and give them an opportunity to cancel their memberships and receive a refund if they didn't choose to be a part of it. Did they purposely join or were they opted into it and have yet to realise that they're losing $17 a month? All the previous responses on BBB make it abundantly clear that many of your customers did not willingly sign up for your program.

   
  Regards,

  ****

   

   

  

  Business Response

  Date: 03/12/2024

  We appreciate your response about your Christianbook Rewards program. Our intent isnt to place blame but to explain that our Christianbook Rewards program isnt an auto enrollment program and that membership is optional. Additionally,were happy to cancel and refund any accounts that have inadvertently signed up for the program after placing an order.
  
  Well note your feedback and make sure that it is shared with members of our team as we consider how the Christianbook Rewards program is featured on our website.

  Customer Answer

  Date: 03/13/2024

  
  You seriously need to consider the MANY individuals who claim that they did not willingly sign up for membership. How did we all get that wrong? I won't be ever ordering from you again. Consider that you're losing customers over your business practices.

  
  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:03/01/2024

  Type:Service or Repair 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.

  Ive repeatedly been charged multiple times $16.95 and never signed up for any program. This is super deceptive if what Ive read in the other posts are true. I want my money back and to be taken out of this program whatever it is. And there is no penalty for you all if someone never notices. This is a very unprofessional business tactic.

  

  Business Response

  Date: 03/04/2024

  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 that you had opted to enroll in the 30 day free trial after completing your purchase. It's important to us that our offerings are clear and beneficial for our customers so we try to send email periodically about your membership status so that you're aware of your active enrollment--we're sorry you missed those.

  When you placed your order with us, 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 and explained that after the 30-day free trial there is a $16.95 monthly fee for Christianbook Rewards.
  
  We'll cancel your membership and ensure that you're refunded for any charges that were posted to your account for your ********************** Rewards membership.
  
  As this is a new program, we truly value insights 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.

  Customer Answer

  Date: 03/04/2024

  [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,
  
  *************************