Complaints

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

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  Booksrun.com Inc.

  1662 Cropsey Avenue Apt 6C Brooklyn, NY 11214-5838

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

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:05/25/2022

  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 contacted BooksRun to sell back a couple of textbooks. One was a shrink-wrapped loose-leaf book with a tear in the wrap. I contacted them and sent pictures and they said they would buy it and offered me $58.80. After they received the book they now tell me it's only worth 50 cents. I have contacted them through email, on their ******** page and tried to call the number that no one answers. Today I received an email telling me that I had accepted their offer of the 50 cents for the book when in fact I did not. This is a brand new book that they will now turn around and make a huge profit on and only paying me 50 cents. I would have had the option of paying shipping back to me but now since they fraudulently said I accepted the offer, that's not even an option. Can you help me? I am so tired of companies scamming people on the internet.

  Business Response

  Date: 06/07/2022

  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 $76.61, which was increased by adding 7% coupon to their order and the final offer was equal to $81.97.
  
  Upon processing it appeared that the quote for the item Bundle: **************************** 365 & Office 2019 Introductory, Loose-leaf Version + MindTap, 1 term Printed Access Card (ISBN: *************) was adjusted from $58.80 to $0.50 due to the fact that we received a loose-leaf item only **************************** 365 & Office 2019 Introductory, Loose-leaf Version (MindTap Course List) (ISBN: *************) instead of a bundle item (loose-leaf + unopened access card) Bundle: **************************** 365 & Office 2019 Introductory, Loose-leaf Version + MindTap, 1 term Printed Access Card (ISBN: *************) 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 bundle (loose-leaf + unopened access card) (*************) and the loose-leaf item only (*************) have different ISBNs. At the moment of processing, we were buying back the item received at the quote of $0.50.
  
  Since the description and the title of the item initially quoted means that this is a bundle of a book and an access card, an unused access code needs to be included to guarantee the initial quote. We quote books by using their ISBNs, and if an item has both the ISBNs of a bundle and a standalone book, the standalone book cannot be accepted at the quote of the bundle. 
  
  The order stayed on hold since 05/12/2022 till 05/19/2022, 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. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was reprocessed on 05/21/2022. 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. All the letters regarding the adjustment within 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 adjustments 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 quote or decline it and return the item) will lead to the quotes 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.
  
  Nevertheless, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. 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 adjustment made by the system. 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. Please also note that in our correspondence with the customer they used offensive language. In case a customer chooses to use profanity in their language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  Check #****** in the adjusted amount of $19.59 due to the above-mentioned reasons for your buyback order #******* was successfully sent to the address the customer provided on 05/24/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of your address to our location and the work of 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: 06/09/2022

  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:

   

  Hello - I am responding to the explanation from BooksRun regarding my book that they refuse to pay the amount originally offered to me. This is an email that I received after sending in pictures showing the front and back sides of the loose-leaf book. As you can see at no time was the access card mentioned either in their buy back offer or this email confirming they would purchase the book. If this was a condition for purchasing the book at the $52.80 price I would think they would verify that the access card was included. Since this was an unopened book (with a small tear in the shrink wrap) how would I know if there was an access card inside or not. Since they had pictures of both sides of the book, they would have been able to check the ***** and asked about the access card at that time. 

   

   

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

   

   

   

  Then I was sent this quote on Friday, April 29th. The books went out Monday, May 2nd.

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

   

  On May 15th they sent me the email with the adjusted offer of $ .50. I emailed them the same day asking for an explanation of why the book went from $58.80 to $ .50. Since no one would get back to me and the customer service number just tells you to email them I sent them a ******** message on May 19th asking someone to get back to me regarding the adjusted buyback offer. I received this automated response:

   

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

   

  I emailed them again trying to get someone to explain the difference in price but no one got back to me. On May 21st I received an email saying I had accepted their offer and they would be mailing out a check. On May 24th I received an email stating they had mailed out a check. AT NO TIME DID I ACCEPT THEIR OFFER. 

   

  They are not truthful regarding all the ways they can be contacted. There is no where on their website to be able to LiveChat, the customer service number simply tells you to email them at ***************** and if no one will return your emails you are out of luck. I was never given the chance to have the book mailed back to me, so I am out $58.30 and I can no longer ask for my brand new book back.

   

  I believe the only way to resolve this if BooksRun pays the original price of $58.80 for the book or they mail my book back to me. If there is no access card with the book then I guess it isn't worth anything to them anyway so it shouldn't be a problem to get my book back to me unless they have already sold it.

   

  I appreciate your help in this matter.

   

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

   

   

   

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

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 06/24/2022

  Let us explain the situation incurred once again. The item with the ISBN 9780357253717 that was initially quoted by the customer and presented on the screenshots supplied by them corresponds to a Bundle item (Loose-leaf Version + MindTap, 1 term Printed Access Card). Whereas the item received by us did not contain a MindTap Printed Access Card, therefore, making the item just a loose-leaf, which according to the publisher, has different ISBN: 9780357119709. Please see the screenshots from Amazon where we get information on our listings depicting different ISBN numbers. It is true that loose-leaf editions often have other ISBNs on them (such as of hardcovers, paperbacks or bundles). The correct ISBN is usually located on the back cover or on the copyright page, and in such a case it is the customer's responsibility to find the correct ISBN of the item they wish to sell to us.
  
  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 email, 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. The matter with the dispute was explained to the customer multiple times in response to their inquiry and this complaint. Therefore, since the order has already been processed and paid for, such an option is no longer available to the customer, as 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. 
  
  Given the above-mentioned information, the case is considered closed from our side since the customer violated our policy by sending us the item that was not initially quoted. The company cannot apply the quotes for books that were not initially quoted since such actions could be viewed as fraud or money laundering.
  
  The seller 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.
  
  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 realize that there is no resolution to this situation with this company. So I do not believe any further discussion is needed.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/23/2022

  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.

  This company claims to buy you my textbooks. When I mailed in my textbook, I received a notice that the book was counterfeit (which is not true because I bought it from the publisher) and that it would take up to 3-5 weeks to check this but ultimately I would not be paid the amount I was promised. This is unfair and wrong and I was scammed. I cannot even report them to a credit card company for a refund as I did not purchase an item from them.

  Business Response

  Date: 06/07/2022

  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 1 item on our venue to be sold at $40.05:
  
  Upon processing it appeared that the item Diagnostic and Statistical Manual of Mental Disorders, Fifth Edition (DSM-5(TM)) (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 05/20/2022. 
  
  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 American Psychiatric Publishing for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Diagnostic and Statistical Manual of Mental Disorders, Fifth Edition (DSM-5(TM)) (ISBN: *************) is counterfeit, as well as provided us with the confirmation email that can be provided upon the request. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us on May 21, 2022 at 12:47 PM EST, and the response was provided by our representative within our response rate on May 23, 2022 at 10:32 AM EST to the email address stated in 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 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 

• Initial Complaint

  Date:05/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a textbook to this company, and everything was going smoothly until I tried to deposit the check that they sent me. The check bounced because their account through *********** showed as closed. I was charged a fee through my bank for trying to deposit a check that bounced. I reached out to someone in customer service, and they sent me the amount of the check through PayPal but refused to reimburse me for the check bouncing fee. Instead, they blamed my bank, saying that the check was valid and somehow my bank scanned it in wrong. I have gone back to the bank multiple times and had three different people (including a supervisor) verify that the check was scanned in correctly and it is showing that the account is closed. It could be that BooksRuns bank erroneously rejected the check, however that means the BooksRun need to reimburse me for the check fee and demand that their bank reimburse them. I should not have to pay for BooksRuns negligence, and yet here I am stuck with the fee for trying to deposit their bad check. I have been back and forth with their customer service for months, but they refuse to reimburse me the fee stating that we did not charge you the fee so we are not authorized to reimburse you and that I should look at it from their perspective. I have provided them proof of the fee associated with the bad check as well as the check itself showing the reason it bounced since the beginning, so there is no perspective that they can take where they are not in the wrong. The need to refund me the $32 fee that I was charged because they wrote me a bad check.

  Business Response

  Date: 05/31/2022

  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 1 item on our venue within their buyback order: Adult Psychopathology and Diagnosis (ISBN: *************).
  
  After the package of the order was delivered to our facility and the book was examined, the order was processed and check #****** for buyback order #******* for the amount of $51.07 was successfully sent to the address the customer provided within the order details on 02/15/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 03/15/2022. Unfortunately, the **** is reported to have some delays in deliveries due to the significant increase in income mail of all kinds, thus the check could have arrived a few days later than expected.
  
  On 03/24/2022, the customer informed us that the check received bounced and could not be cashed out. It seems that an attempt to cash out a check #****** resulted in a charge by the bank. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed and the check was never scanned prior to that. Please note that such an issue may arise if the bank workers do not scan the check properly, thus it seems to them that there's no money in our account. However, we have consulted our ********************* on the issue multiple times and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering.
  
  In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal to the email provided by them on 04/04/2022. The customer was also advised to contact their bank regarding the reimbursement of the charged fee.
  
  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: 06/09/2022

  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:

  The bank has repeatedly checked and rechecked that the check was run through correctly. It could be that BooksRuns bank rejected the check in error; however, if that were the case, BooksRun should refund the fee then ask their bank to be refunded. I do not believe that the error was on the part of my bank due to the multiple checks they have done on the check. BooksRuns refusal to help their customer with a problem they at the very least contributed to is not acceptable. They have not contributed to solving this problem and have instead decided to blame everyone else in the situation. Their response was completely unhelpful as they have offered no solid support in the situation and I am still out money due to their negligence.

   

   

   

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

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 06/24/2022

  The issue in question was brought to the attention of our Accounting Department manager as well as our ********************* manager by our supervisor. They discussed the case of the "Closed Account" with our bank, checked the quality of the printed checks and tried to cash out several checks directly at our bank. The investigation conducted by them confirmed that there were no issues from our side, as our account was never closed or temporarily frozen, the account had sufficient funds, and the quality of the checks was readable and adequate for cashing out.
  
  Therefore, the customer was advised to contact their bank and request a refund from them, as the payment for the buyback order in question was successfully reissued by us via PayPal, and no other fees were charged by us.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate once the order was placed. All actions were taken in concordance with the existing policy without any abuse of authorities and the case is considered closed from our side. Thus, the case is considered closed.
  
  Respectfully,
  ******
  BooksRun Team 

• Initial Complaint

  Date:05/09/2022

  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.

  On 4/22/2022, I sold 4 books to this company and I was quoted a better price than the other company that I usually use. I decided to give this company a try. One of the books that I was quoted, Enjoyment for Music, was changed from $14.17 to $0.00 based on its condition. The condition was great. I never used the book once because the professor did not require it. The company did send two pictures of the condition. The first picture of the top right corner of the book was difficult to see, but the second picture of the lower right corner of the book showed a couple of half-bent pages. This does not constitute a poor condition of the book. I am not sure if those pages got bent during transit or got bent during the movement of the book in the company's possession. I looked at the pictures of the books on the company's website that cannot be accepted and those images show books with missing ISBNs, heavily marked pages, and torn pages. The book that I sent was in great condition with a company showing me pictures of a couple of pages that are slightly bent.I sent the company a message and they replied to me this morning (5/9/2022) that the book had liquid stains, wrinkled or torn, mixed paged, and binding, etc. This is a big lie because the book was never used. It was considered used when I took the book out of its cellophane packaging. As soon as I found out the professor did not use the book, I placed it in a box and set it aside until it was time for me to sell my books. I was about to request for the book to be returned, but the company charges for shipping, which is not the greatest practice. I do not have any money, so the company is taking the book and not giving me any money from it. Since I received a message from the company that it has liquid damage on the book, I do not want the book back. This tells me that it was damaged in their possession. I am requesting what I was originally quoted.

  Business Response

  Date: 05/24/2022

  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 4 items in "Used - Very Good" condition on our venue to be sold at $95.31.
  
  Upon processing it appeared that the quote for the item The Enjoyment of Music was adjusted due to the fact that we received a loose-leaf item instead of a bundle (paperback+access card) 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 The Enjoyment of Music W/ access card present unused *****************************, *********************'*******, *************************** [Jan 01, 2017] (ISBN: *************) and the loose-leaf The Enjoyment of Music (ISBN: *************) have different ISBNs.
  
  Moreover, the loose-leaf received had its quote adjusted automatically to $0.00 because we received the book with signs of heavy wear. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, the quote of the items that have liquid stains, wrinkled or torn, mixed pages and binding etc. may be adjusted or such items may not be eligible for buyback at all. In case with a loose-leaf book, if it arrives with pages scattered around the box, it cannot be accepted for buyback. Please see the images attached confirming the information provided.
   
  The order stayed on hold since 05/06/2022 till 05/13/2022, 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. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 05/15/2022. 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. All the letters regarding the adjustment within 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 adjustments 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 quote or decline it and request the return of the item) will lead to the quotes 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 dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. 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 adjustment made by the system.
  
  Check #****** in the adjusted amount of $85.71 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address provided by the customer on 05/17/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the address stated to our location and the work of 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: 05/27/2022

  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:

  
  

  I will never conduct business with this company again, because the images the company sent regarding my book was damage that happened in their possession. My book was never used. It also showed my book wrapped with a rubber band, which my book was not sent that way. I typed in the book's ISBN and the system from the company accepted my book. It did not say that loose-leaf will not be accepted. How was I supposed to know that loose-leaf is not accepted? I don't have money to ask for a return, so the company stole my book. Because I cannot get that book back, I am unable to sell it to the company I normally use. So, I am out that money. I am in a financial hardship because of COVID-19 and every bit of money helps until I am back on my feet again. This is just horrible. 
  

   

   

   

   

   

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

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 06/07/2022

  Once the customer placed the order with us, they agreed to cooperate within the BooksRun policy, which states that the price quotes may be adjusted if item **** is different from quoted. Therefore, as the item received by us within the customers buyback order did not correspond to the one initially quoted, it was handled in compliance with our policy. 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.
  
  Moreover, the item was held together with rubber bands as this is the way we store the loose-leaf items at our warehouse. It is mentioned on our website in the article about the loose-leaf books that if the book arrives with pages scattered around the box, it will not be accepted for buyback. If the customer chooses to send the book in a binder, please be reminded that the binders are not returned. Therefore, we recommend safely wrapping the book in plastic to secure it from water damage and prevent pages from mixing.
   
  Please be kindly informed that the company cannot apply the quotes for books that were not initially quoted since such actions could be viewed as fraud or money laundering. The customer got the quote for one item, violated the agreement with us by sending another item, and now demands money for it, which can be considered a fraud. 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