Business Profile

Textbooks

Booksrun.com Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Textbooks.

Complaints

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

Customer Complaints Summary

188 total complaints in the last 3 years.
67 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.

Initial Complaint
Date:08/03/2022
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 am a doctoral student studying Educational Leadership and Organizational Innovation. I researched and found BooksRun as an option for reselling textbooks. I had purchased all of my books from the University bookstore or Amazon (Fulfilled by Amazon Prime). I was quoted $38.50 for the 3 books. I mailed them via Media Mail w/their label.After receiving my books on 8/2/22,the quote went from $38.50 to $8.23. Under one text it says The item has signs of being a counterfeit copy. Return of this book is not possible. So, to summarize, this book shows *signs* of being a counterfeit copy. It is not, in fact, a counterfeit copy.I paid $56.95 for this book, which is a lot of money for me. If they do not wish to resell it on their platform, fine. However, they should be willing to return it to the owner or have a more adequate system to determine if a book has signs of counterfeitbefore a customer mails.The fine print after several clicks through their website states, A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full. I had not even heard of the counterfeit textbook business. Now, I know. BooksRun needs to make this information easier to access.According to my research, 7% of books sold on Amazon are counterfeit and it is advised to choose fulfilled by amazon to avoid any counterfeit copies. I would like all three books mailed back and I will contact the publisher myself to determine if it is a counterfeit copy.Thank you.
Business Response
Date: 08/16/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted 3 items in "Used - Like New" condition on our venue to be sold at $38.50.

Upon processing it appeared that the book Reframing Organizations: Artistry, Choice, and Leadership (ISBN: 9781119281825)had its quote adjusted automatically from $13.79 to $5.94 because we received the book with signs of heavy wear. The images of the item in question were provided to the customer upon their request in the email correspondence with our representative and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted or such items may not be eligible for buyback at all.

The book 7 Principles of Transformational Leadership: Create a Mindset of Passion, Innovation, and Growth (ISBN: *************) had its quote adjusted automatically from $2.34 to $2.29 due to such main reason: we received a textbook with the signs of wear that did not correspond to the "Used -Like New" condition initially quoted by the customer.

In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website.Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features.

Additionally, the item Introduction to Leadership: Concepts and Practice (ISBN:*************) had its quote adjusted since its authenticity could not be verified. Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).

Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces (such as **************** etc.) and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment/return is available for such an item.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to SAGE Publications for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Introduction to Leadership: Concepts and Practice (ISBN: *************) is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.

All the information regarding the counterfeit item that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the item was requested by us from the customer, however, they did not give us the data requested and refused to cooperate which may be considered as an attempt of contributing to the further distribution of illicit copies.

Since the quote was adjusted in the buyback order, the order stayed on hold since 08/02/2022 till 08/09/2022, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made within the order details, the adjustment was accepted automatically by our system and the order was processed on 08/11/2022. At this point, according to our Terms and Conditions (section "Buyback",subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed and paid for. All the letters regarding the order were sent to the customers contact email address.

Therefore, the payment via PayPal in the adjusted amount of $8.23 due to the above-mentioned reason for buyback order #******* was successfully issued to the email provided by the customer on 08/12/2022.

Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use. Please see the screenshots of them attached below for reference.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 08/20/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I paid $56.95 for this book, which is a lot of money for me. If they do not wish to resell it on their platform, fine. However, they should be willing to return it to the owner or have a more adequate system to determine if a book has signs of counterfeitbefore a customer mails.

The fine print after several clicks through their website states, A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.

I had not even heard of the counterfeit textbook business. Now, I know. BooksRun needs to make this information easier to access.
As for the other books having markings. They had a few highlights and notes, but were still in excellent condition! I think there is a reason there are so many complaints. I will never use this service again and will ensure others know not to use it as well.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 08/29/2022
Please be kindly advised that per existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.

The customer sent the item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program as distribution of such books is a violation of TITLE 18. PART I. CHAPTER 113. **** of US Code.

Please be kindly informed that the company cannot compensate for the books that are not eligible for the buyback program or issue payments for counterfeit books since such actions could be viewed as fraud or money laundering. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.

We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is confidential and cannot be shared with the third party.

All the information that can be freely shared by us was supplied to the customer and we hoped for their cooperation regarding this matter. However, our request to provide the information on the source of the book (seller's name, the image of the packing slip of the item purchased, the copy of the confirmation letter/receipt received once the transaction went through, the marketplace where the order was placed) was ignored by the customer and no details were received.

By concealing the information on the counterfeit item's origin, the customer supports further distribution of counterfeit items, while such distribution is illicit.

The company carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities. The case is considered closed.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 09/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It is not clear to users on the BooksRun platform that this is the company policy or that counterfeit books are something consumers should be wary of. I was unaware of counterfeit books until this experience. BooksRun should be sharing this information in an explicit way with consumers to educate us BEFORE we make a mistake. I am not the first customer to have this experience.
How is BooksRun making an effort to inform customers about counterfeit texts?
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*******************
Initial Complaint
Date:07/15/2022
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.
Hi there, I have a buy back order with BooksRun #*******, which values $147.38. I created the order on Jun 1st, sent the books out on June 2nd ***** tracking#**********************), and based on **** website it's delivered on June 24th. Today, after 3rd time contacting BooksRun customer service, I was told the package was not delivered to them. I have created service request with **** (#********), in which **** confirmed my package was delivered to BooksRun with BooksRun employee picked the package up. When I first time contacted BooksRun, I was told to wait for 10 business days as they have a big volume of packages to deal with. I waited for over 10 business days, then they told me they didn't receive it, I strongly believe it's BooksRun who lost the package somewhere during the transition, but trying to escape the responsibility. **** contact number: ************. I got double confirmation today (July 14th) the package was delivered to BooksRun successfully.
Business Response
Date: 07/27/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted several items to be sold at our venue for $140.36, which was increased by adding 5% coupon to their order and the final offer was equal to $147.38 on 06/01/2022.

Upon analyzing the information provided by the mail carrier within tracking number ********************** attributed to the prepaid shipping label provided for the order in question (********************************************************************************), it seems that the order was marked as delivered on June 24, 2022, which means that it was loaded from the post office on the **** truck or passed to an agent for the final delivery. After the order is marked as delivered by the ****, it is then loaded on a **** vehicle, which delivers the packages directly to our facility. Sometimes the packages *** be misdelivered, and it also takes some time to retrieve them at the correct address. After the package is received at our processing facility, it is processed and only after that paid. Processing, in this case, means examining the books received in order to make sure they correspond to the ones quoted by the customer. However, with the case in question, the package attributed to this buyback order, unfortunately, was not received at our facility.

Within our workflow, all the books arriving at our facility are checked into our warehouse facility and processed, which implies that if the books within the box sent by the customer were in our possession, they would have been processed and the order would have received Processed status.
Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging.

The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value no more than $300 that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment. Since the package with the books quoted by the customer was not received at our facility, the payment for the order cannot be processed as per existing policy, the order is paid only after the books are received and examined at our facility.

On 07/11/2022, the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and had our processing manager look for the package or its contents at our facility, however, were unable to find the package nor its contents anywhere. Thus, our representative informed the customer that the issue in question was to be addressed directly to the mail carrier by the customer since we are not the shipper but merely a supplier of the label, we have no information regarding the size/type of the package used, its color, contents, actual weight, etc. which *** be crucial to the mail carrier and might significantly help in retrieving the package or its contents. Once the updates are supplied, further actions to resolve this case will be taken as the resolution greatly depends on the results of the investigation carried out by the mail carrier.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 07/28/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1, The respondent from BooksRun misunderstands ****s delivery status. From their statement, **** labels Delivered after they load the package to transportation vehicle or pass the package to a mailman. However, by phone checking with the employee from ************ local **** employee, I was told that after the package is loaded onto a vehicle or passed to a mailman, the status is out for delivery and **** is still in possession of the package. Then after the package is successfully delivered to the receiver, the package will be re-scanned and marked as Delivered in **** system. In my case, the package was first scanned as out for delivery at 11:33 AM June 24th, and then picked up by BooksRun at 11:39 AM June 24th, after which the status was changed to Delivered. By checking with **** ** employee @************, I was confirmed that BooksRun was in possession of the package after the delivery scan. Please see my attached proof1-2.

2, BooksRun blames me not purchasing insurance, otherwise Ill be paid. I carefully checked the policy on BooksRuns website. Its clearly stated that the insurance will only cover lost during transition with the status on ****s website as shipment in progress. In my case, the package is marked as Delivered, which is not related with whether I purchased insurance or not. The respondent from BooksRun is misleading the case. Please see my attached proof 3.

3, The key point now is that BooksRun refuses to admit that they were in possession of my package even though **** has confirmed ******* employee already picked the package up. The respondent from BooksRun said their processing manager could not locate my package inside their facility, but this doesnt mean that BooksRun didnt receive the package on June 24th or not being in possession of my package.The package could be lost during BooksRuns internal transition process after picked up from the local post office. If BooksRun has the proof that confirms no one picked the package up from local post office on June 24th or was not in possession of the package, please show it.

4, BooksRun states that they keep their policy as transparent as possible. According to the policy, they are not being responsible for packages lost or damaged during shipping, but they dont say they are not being responsible for packages lost or damaged that are successfully delivered to BooksRun based on carriers shipping status. Please see my proof 3. Therefore my desired settlement of asking BooksRun to pay for my package is not violating their own policy.

****** **

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

****** **

Customer Answer
Date: 09/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Hello,
I can understand BooksRun wants to close the case since it's already over 2 months but pls be noted until now there's no solution or even progress made towards my claim.

In pervious communication, BooksRun insisted saying ****s delivery status was not true, and they are investigating why **** showing delivered but BooksRuns warehouse said not received. However until now theres no proof offered by BooksRun that can confirm ****s delivery status is wrong or fake. If theres any, pls kindly share with us. If no such proof, then pls kindly pay for the order as the package has been received by BooksRun.

**** didnt lost the package,I have 2 times confirmed by **** PA local worker that the package was successfully delivered on June 24th. But BooksRuns warehouse might lose it as they said they could not locate the package inside the facility. Therefore BooksRun should be responsible for the lost package, not **** nor the customer.
Best,
****** **

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********

Business Response
Date: 09/16/2022
By taking a closer look at the correspondence and evidence submitted within the complaint, we can see that no claim with the mail carrier was filled by the customer, which is exactly what was asked of them. Please note that it is called the missing mail search request on the mail carrier's website and should not be confused with the service request, the screenshot of which was indeed submitted by the customer. As we mentioned prior, the resolution on the case greatly depends on the results of the mail carrier's investigation, which can only be conducted upon the submission of the missing mail search request. Unfortunately, we are not authorized to issue any payment to the customer, since no items initially quoted were received and/or processed by us.

Within our workflow, all the books arriving at our facility are checked into our warehouse facility and processed, which implies that if the books within the box sent by the customer were in our possession, they would have been processed and the order would have received Processed status.

Please also be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging. Moreover, we are at a loss as to the kind of proof the customer wishes to obtain from us. In case our customers do not receive the items ordered and the tracking information states that the package was "Delivered", they are not asked to provide photographic evidence of an empty mailbox, porch, etc. as such an action is essentially redundant, instead, in such a case, the claim with the mail carrier is to be submitted, which is also applicable in the case presented within this complaint. Nevertheless, by checking our security cameras once again, no items quoted or the box in question were received at our facility.

Since the books initially quoted were never received by us, they cannot be paid for, the order was cancelled due to no activity for more than a month, and therefore, the case is closed.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:07/12/2022
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 mailed two textbooks to the company per a seller deal from the company. They quoted me $127.58 for the two books. I shipped them as directed. A month later, I reached out to ask why I had not been paid. It was then that they shared the box had arrived empty and damaged. However, the photos seemed like the box was opened there and it did not seem damaged. I contacted **** to submit a missing mail request. I could not submit a claim because THE COMPANY DOES NOT PUT INSURANCE ON THEIR LABELS!! I contacted them and they have failed to respond timely to my inquiries. Is it possible they dont put insurance on them so that there is no investigation into the missing items? Or maybe they took them? I have no idea, but they are not providing answers. I am even more suspicious after reading these reviews.
Business Response
Date: 07/26/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted 2 items to be sold at $120.36, which was increased by adding 6% coupon to their order and the final offer was equal to $127.58 on 06/03/2022:
1. Possessory Estates and Future Interests Primer, 3d (Coursebook) (ISBN: *************) for $9.39;
2. Property Law: Rules, Policies, and Practices [Connected eBook with ************* (Aspen Casebook) (ISBN: *************) for $110.97.

According to our records, the order was shipped with a prepaid shipping label on 06/06/2022, however, the tracking number (**********************, ********************************************************************************) of the shipping label that was used to ship the order to us, indicated that the package might have been lost or stuck at the local post office or *** have still been somewhere in transit due to not being scanned at one of the **** processing facilities. Since no updates were provided within the buyback order for more than a month, the order was automatically cancelled by the system.

On 06/29/2022 the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and were able to find out that the package under the shipping label attributed to the order in question arrived at our facility, but the contents were missing and it was empty. The customer was informed regarding the matter by our representative and the images confirming the fact that the box was received empty were provided to the customer as well as other relevant data so that the issue could be addressed to the mail carrier. Please see the images attached to our message that were provided to the customer as well. Thus, in such a case, the claim is to be filed with the **** by the customer, since we are not the shipper but merely a supplier of the label, we have no information regarding the size/type of the package used, its color, contents, actual weight, etc. which *** be crucial to the mail carrier and might significantly help in retrieving the package.

Within our workflow, all the books arriving at our facility are checked into our warehouse facility and processed, which implies that if the books within the box sent by the customer were in our possession, they would have been processed and the order would have received Processed status.
Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging.

The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value no more than $300 that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment. Since the books were not received by us, they cannot be returned to the customer due to their physical absence at our facility.

Resolution: We have indeed satisfied one of the customer's offered resolution since all their inquiries were replied by our representatives in a timely manner, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:07/08/2022
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 rente a book from Booksrun.com. I paid for the shipping **** to be at my house in 2 days as they promised since the free shipping was a week after. The book arrived my house in a week. So I would like the shipping money back. Then, the dateline to return the book was 7/7/2022; I sent the book that day via **** as indicated. by their label. Now they charged me $15 for an extension of the rental. I wrote them, but I want my money back. Thank you
Customer Answer
Date: 07/20/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
Date:07/06/2022
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.
I sold a textbook back to BooksRun, and they offered me $21.29 for "Acceptable" condition. When I mailed them the book, they proceeded to change the condition to "Poor" with no explanation other than a picture of one page that was slightly non-flat but otherwise unmarked and undamaged (picture included under supporting documents), and decreased the quote to $8.52, a mere 40% of the original offer. Not only was this adjustment extremely unfair, but they would have charged me for the shipping to have the book returned if I chose not to sell it to them (not sure exactly how much), so I was stuck with accepting their offer. There was no option to dispute, only accept or pay to have to book returned. I feel like I've been scammed.
Business Response
Date: 07/22/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted 2 items in "Used - Very Good" condition on our venue to be sold at $68.59.

Upon processing it appeared that the book Introduction to Analysis (Pure and Applied Undergraduate Texts) (ISBN: *************) had its quote adjusted automatically from $21.29 to $8.52 because we received the book with signs of water damage. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, as it is stated in our Terms & Conditions (bullet point #5). Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered with the water damage stated. As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for the buyback program as the price applicable for them is too low and they are not desirable by wholesalers and individual buyers. In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.

Therefore, the initially offered quote in the amount of $68.59 was adjusted automatically to $55.82 by taking into account the above-mentioned condition change.

Since the quote was adjusted in the buyback order, it stayed on hold since 06/28/2022 till 07/05/2022, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided.

However, the customer accepted the adjustment on 06/28/2022, therefore, the order was reprocessed on 06/30/2022. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.

Let us please also draw your attention to the fact that there was no communication with us about the issue from the customer's side, however, we are always eager to investigate any arisen issue our customers may have, and for that reason, we are available via email, phone and LiveChat 24h a day. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed.

Payment via PayPal in the adjusted amount of $55.82 due to the above-mentioned reason for buyback order #******* was successfully issued to the email provided by the customer on 07/06/2022.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:06/23/2022
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 purchased a book through BooksRun, and was emailed from **** that the book was 'pending acceptance' on June 6 at 5:22 PM at the post office in ************. After that, there were no updates.I repeatedly tried to track the book both by reaching out to **** and to the seller. The seller said the matter was out of their hands, and **** said that I could not file an official investigation until after June 20. In the meantime, aside from calling ****, I also physically went to my local ** to see if they could help, as I needed the book for a class and was not sure if I was going to need to buy another copy if the first was not on its way. The person I spoke to at the ** (on JUne17) also said that I couldn't file an official search request until after the 20th, but she also said that she believed the book had never been taken to the ** in ************. She said that the email I had received from **** on June 6 only showed that a label had been created to send a package, but that this did not mean that the package had been taken to the **.Yesterday (June 21), I made a request for an official investigation and was again told by the **** employee I spoke with that she believed the package had never been taken to the ** in ************. A few hours later, I received a phone call from **** from an employee charged with making the investigation, and he confirmed this.In the meantime, I have a series of emails I've sent to the seller requesting, initially, that they provide verification that they had indeed taken the book/package to the **, and more recently requesting a full refund, as they gave me no proof of having sent the item.My emails have gone ignored. I have lost money (having to purchase a new book), much time trying to track this package, and put my grade in my class in jeopardy as I have not been able to do assignments.I believe that BooksRun has committed a form of fraud by intentionally deceiving me as they made no attempt to remedy the situation.
Customer Answer
Date: 06/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
BookRun did refund my purchase within a few minutes of the BBB's contact with the company. As such, I am grateful for the BBB's assistance with this matter, and I hope that others are spared the three weeks of frustrations and many, many wasted hours (that were worth more than the purchase itself) that BooksRun's lack of responsibility, lack of responsiveness to my repeated attempts to contact them, and insincerity caused me.
Sincerely,

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

Following is the refund letter I received from BooksRun:

**** ***** ***** *** *** ******** ** **** ****** *** *** ******* ** *** ****** ******** ***** *** ********** ** **** ***** *** *** *********** ********* ** *** **** ************* *** ** **** ******** ******* ** ********* *** ********* ***** *** *** ***** ******** **** ** *** ***** *** ****** ********* ** ***** **** ** ********* **** *** **** ** *** ****** ** ** ****** ********** ** ****** ******** **** ****** ** ** ****** * ****** ******** ** **** **** *** **** **** *** ****** ** *** *** ********* *** **** *** * ******** *** ********** *********** **** ******** ******* ******** ******* ****
Initial Complaint
Date:06/22/2022
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 sold three textbooks to BooksRun and they flagged one as counterfeit. All three books were purchased from a University bookstore. Not only are they refusing payment but they will not return the book that I purchased. They also used threatening language suggesting I was responsible for the book in question.
Business Response
Date: 07/01/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted 3 items on our venue to be sold at $89.36:
1) Cengage Advantage Books: Bioethics in a Cultural Context: Philosophy, Religion, History, Politics (ISBN: *************) for $14.38;
2) The ******************************* (ISBN: *************) for $22.43;
3) Ethics in the Helping Professions (ISBN: *************) for $52.55.

Upon processing it appeared that the item Issues and Ethics in the Helping Professions (ISBN: *************) had its quote adjusted since its authenticity could not be verified.

Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).

Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.

The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on 06/21/2022.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to Cengage Learning for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Issues and Ethics in the Helping Professions (ISBN: *************) is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of, which implies that final payment for the order in question corresponded to the amount offered for the legitimate books within the order being Cengage Advantage Books: Bioethics in a Cultural Context: Philosophy, Religion, History, Politics (ISBN: *************) and The ******************************* (ISBN: *************).

The payment for the rest of the items in the amount of $36.81 was issued on 06/23/2022 via PayPal to the email provided by the customer.

The customer did indeed contact us on June 22, 2022, and the response was provided by our representative on June 28, *********************************** their inquiry and their order details. All the information regarding the counterfeit item that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the item was requested by us from the customer, however, they did not give us the data requested and refused to cooperate which may be considered as an attempt of contributing to the further distribution of illicit copies.

Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the response was provided by one of our representatives. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:06/10/2022
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.
I rented a book from BooksRun on May 24, 2022. The book was supposed to arrive at my address no later than June 6th. The book did not ship until June 2nd do to an error on the part of BooksRun. It is June 10th, and I still do not have the book. The company appears to be avoiding my calls. I would like to get a refund for this service.
Business Response
Date: 06/22/2022
Greetings,

Please let us explain the occurred situation with order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer placed a rental order on 05/23/2022 for 60 days for the item Including Students with Special Needs: A Practical Guide for Classroom Teachers (8th Edition), ISBN: *************, which successfully went through and the customer received a confirmation email on 05/23/2022 that the order was placed.

Within 24 business hours, the order was shipped to the address stated within order details with the regular shipping method upon the customers request with **** tracking number ********************** and the estimated delivery period stated by the mail carrier as 05/27/2022 - 06/07/2022 (********************************************************************************).

The customer reached out to us on 05/30/2022 via email stating that the item did not arrive. We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and LiveChat, however, due to a high season, some issues might have indeed occurred.

Unfortunately, once the order is shipped, we cannot influence the timeframe, during which the package stays in transit and we cannot affect the work of the mail carrier. Moreover, due to COVID-19 impacts as well as the prolonged severe weather conditions across the US, **** is experiencing unprecedented load causing delays in picking up and delivering. Once the package is received at the post office, it is no longer in our possession. "Package Acceptance Pending" means that the package has been physically accepted by the **** window clerks but hasnt arrived at the sorting facility, which is exactly the case here.

Therefore, when the customer contacted us again via phone stating that the item was never received, our representatives explained to them the matter with the delays as well as told them that we would contact the mail carrier directly to find out more information regarding the delay and possible delivery date; and that we would get back to the customer via email within 1-2 business days as soon as we get the report from the mail carrier. The customer reached out to us again stating that there were still no updates in the tracking information and it was past the due date. Thus, once we were able to get the update regarding the location of the item from the mail carrier, one of our representatives informed the customer that the package was scheduled to arrive on 06/14/2022, and offered a 10% discount on the rental price in order to make up for the inconvenience with the unexpected delay.

The customer declined the offered resolution and stated that they would like a full refund for the item. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders. Nevertheless, as a courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for an 80% rental price refund. The customer reached out to us providing the information that the rental order was shipped back to us once it was delivered with the tracking number that can be checked here: *********************************************************************************
Thus, the 80% refund of the rental price (as was agreed upon) was processed on 06/22/2022 via Stripe. According to Stripe, it may take up to 10 days for the amount to appear in the account.

Resolution: We can indeed satisfy the customer's offered resolution, just to make up for the situation which should not affect our business rates, since an 80% refund has been successfully issued to their account. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 06/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*****************
Initial Complaint
Date:06/09/2022
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 participated in their textbook buyback program. I sent back 9 textbooks. All textbooks were in good to excellent condition. I took photos of books before I packaged them as I had problems with Booksrun. com in the past when I returned them. I packed them very well...tight fit, foam between all of the books, and 2 inch thick bubble packing. They received the shipment and told me one of the 9 books had water damage throughout. I requested video surveillance. The video shows no water damage to the box or the book in question. There was another brand new book (never even opened). They discounted it and said it was in acceptable condition. I am not getting anywhere through emails. They said I would receive an email by 1pm on June 8. I still have not received correspondence. The photo below is the book that I sent in-absolutely no water damage!
Business Response
Date: 06/14/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted several items in their buyback order on our venue to be sold at $91.95, which was increased by adding 6% coupon to their order and the final offer was equal to $97.47.

Upon processing it appeared that the item Introductory Chemical Engineering Thermodynamics **************************** Series in the Physical and Chemical Engineering Sciences) (ISBN: *************) had its quote adjusted automatically from $32.55 to $13.02 because we received the book with signs of heavy wear.

Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted or such items may not be eligible for buyback at all.

Additionally, the items Separation Process Principles with Applications using Process Simulators (ISBN: *************), Transport Phenomena, Revised 2nd Edition (ISBN: *************) and Introduction to Health Behavior Theory (ISBN: *************) had their quotes adjusted automatically from $2.71 to $2.17, from $34.99 to $27.99 and from $14.70 to $11.76 respectively, due to such main reason: we received the textbooks with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer.

In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the books in question was automatically changed from Used - Very Good initially quoted to Used - Acceptable, and their quotes changed accordingly.

Since the quote was adjusted in the buyback order, the order stayed on hold since 05/25/2022 till 06/10/2022, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made within the order details, the adjustment was accepted automatically by our system and the order was processed on 06/12/2022. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed and paid for. All the letters regarding the order were sent to the customers contact email address.

We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustment via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quotes or decline them and return the items) will lead to the quote acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.

We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.

However, no decision regarding the disputes was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustments. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustments made by the system.

Nevertheless, once the customer contacted us via email, we requested the video footage from our processing facility confirming that the package did not contain any thick bubble wrapping the customer claimed to have used nor was there any foam between each book. The only plastic bag inside was under all the books at the bottom of the package. The package also came without any heavy damage and by taking a closer look at the liquid stains found on the item that had its quote adjusted, we can see that the damage was not new and was likely there prior to being shipped. The customer also claimed to have taken multiple pictures of the items prior to sending them, however, none of them were provided to us upon our request. Moreover, the image provided by them in this complaint indicates possible damage similar to the one found upon the item's processing at our facility. Please see the underlined areas in the picture attached as well as the pictures taken by our processing facility.

Payment via PayPal in the adjusted amount of $65.66 due to the above-mentioned reasons for buyback order #******* was successfully issued on 06/14/2022.

Resolution: We cannot satisfy the customer's offered resolution, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 06/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
See attached photos of one of the books in question at time of packaging for return. There is no water damage, no writing or highlighting in the book. Booksrun also sent a video of a person unpacking the shipment. The box shows absolutely no signs of water damage. The book ,as it was being unpacked, also had no visible water damage. There was another brand new book I returned that they marked acceptable-no explanation. The phone number ***************) goes unanswered. My emails have since gone unanswered as well.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 06/24/2022
Please observe images #IMG_4137 (1) and #IMG_4137 (2) made out of one of the images provided by the customer. The area of the book exhibiting visible signs of water damage is marked with red. Please note that our Buyback Condition Guide indicates that 'Any water damage includes wrinkled and curled pages, stains, yellowing, mold, color change'. Therefore, images presented within the order reflect the stain and curled pages, which fall under the category of water damage. The yellowing can be observed on the images provided by our processing department since they were taken from a different angle. Our processing department carefully inspects each and every item, and we always calculate the price based on the **** and condition of the items received for all our buyback orders.

The customer was notified regarding the adjustment and the opportunity to return the book was provided to them. Per existing policy, BooksRun will not provide free returns for books that had their quotes adjusted. Returns are made only after the reimbursement of the return fee by the user. Therefore, the customer did have an opportunity to request a return of the item in question, however no action was taken inside the order details, which is the only valid method to request the return of the item in such a case. Thus, the adjustment was accepted automatically and the customer was notified of this happening via email. Thus, the order was processed making the item non-returnable under any circumstances, as stated in the Terms & Conditions.

The fact that the book in question has water damage implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering.

Additionally, the video upon the receipt of the package was provided to the customer to show that the box was indeed not damaged in transit, however, there was also no thick bubble wrapping or foam between each book the customer claimed to have used. The only plastic bag inside the package was under all the books at the very bottom.

Moreover, by checking our records, only one attempt to contact us via phone was detected on June 17, 2022, and it was replied to by one of our representatives. Unless the customer tried to contact us outside of our working hours, which are stated on our website, there were no further calls; nor did the customer send any other emails.

The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate once the order was placed, according to which free returns for books that had their quotes adjusted are not provided and all the returns are made only after the reimbursement of the return fee by the user. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities and the case is considered closed from our side.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 06/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here] There was absolutely no water damage to the book in question. There absolutely was packing inside the box(they didn't provide full video) .There was another n=book in question that they deemed "acceptable" . The book was brand new!!! I guess I should have read the reviews from other people trying to sell books back that had the same experience. I was told by ****** via email that there was possibly damage during shipment and to contact the ***** I asked for video of the damged package and have no received anything to this day. I am not the first customer that this has happned to....read their reviews on people selling books back. They are frauding me out of money!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************
Initial Complaint
Date:06/09/2022
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 sent them two books, both brand new. They both still had the plastic wrapping in it and therefore I selected LIKE NEW when sending in the books for sale. Upon arrival, they said that one was not like new but instead in very good condition which was utter lies because they both still had the plastic wrapping. They said they would do the investigation which of course did nothing. I said well then give me my books back and take your money back. They said that was not possible. This is completely illegal and basically theft on their part. They said it was deduced 10 cents, but then they actually took off a whole dollar from my total. I want my books back and every time I call the company it goes straight to voicemail, they basically put me on a blocked list. I am beyond frustrated at this point.
Business Response
Date: 06/17/2022
Greetings,

Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:

It appears that the customer quoted 2 items in "Used - Like New" condition on our venue to be sold at $28.05, which was increased by adding 6% coupon to their order and the final offer was equal to $29.73.

Upon processing it appeared that the quote for the item Microeconomics was adjusted due to the fact that we received a loose-leaf item instead of a paperback initially quoted. According to our Terms & Conditions, "Price quotes might be adjusted in following cases: Item ISBN is different from quoted", which is exactly the case since the paperback Microeconomics (ISBN: *************) and the loose-leaf Microeconomics, Student Value Edition (ISBN: *************) have different ISBNs.

Moreover, both the loose-leaf in question as well as the other item within the order Essentials of Oceanography, Loose-Leaf Plus Mastering Oceanography with ******* eText -- Access Card Package (13th Edition) (ISBN: *************), unfortunately, had their quotes adjusted automatically from $24.43 to $23.48 and from $3.62 to $3.55, respectively, due to such main reason: we received the textbooks with the signs of wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. The pictures of both items were provided to the customer upon their request and are also attached to this message.

In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the books in question was automatically changed from Used - Like New initially quoted to Used - Good and Used - Very Good, respectively, and their quotes changed accordingly.

We would also like to draw your attention to the fact that the customer quoted both their ******************** in "Used - Like New" condition. According to our policy, such a condition implies books with slight cosmetic defects to the original packaging, cover or spine, with all original packaging materials included. Dust cover is intact and pages are clean and not marred by any notes. All pages must be included and attached to the binding. Supplementary materials must be included. The above-mentioned description suggests that there should be no markings or highlighting or any other kind of damage to the books quoted in such a condition. It seems that one of the items in the buyback order was indeed in its original wrapping, however, it might have been damaged in transit since the book arrived with the shrink-wrap ripped in several places, smashed and bent corners and slight 'dog ears'. Please see the pictures attached for more information.

Payment via PayPal in the adjusted amount of $28.65 due to the above-mentioned reasons for buyback order #******* was successfully issued to the email provided by the customer on 06/07/2022.

In case the customer had any issues or inquiries, they had to reach out to us as soon as the issue occurred so that the necessary assistance could be provided promptly. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. Upon checking our records, there was only one attempt from the customer to contact us via phone on 06/07/2022, after the order was processed and paid for, and it was answered by one of our representatives. No more attempts to contact us were detected, unless they were made outside of our working hours, which are stated on our website.

At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed and paid for. All the letters regarding the order were sent to the customers contact email address. More explanations and information was also provided once the customer contacted us via phone.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Complaints

Find a Location

Booksrun.com Inc.

Books Run

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Customer Answer

Business Response

Initial Complaint

Business Response

Initial Complaint

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Initial Complaint

Business Response

Booksrun.com Inc. is NOT a BBB Accredited Business.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Booksrun.com Inc. is NOT a BBB Accredited Business.