Business Profile

Textbooks

Booksrun.com Inc.

Headquarters

This business is NOT BBB Accredited.

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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.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I set up an online order with booksrun company to sell back textbooks. I received a packing slip complete with promised dollar amount for the books as long as the items were shipped and received along with a pre-paid shipping label. On February 3rd, I received an email stating that one of the many textbooks I sent was counterfeit. This is not possible as it was originally purchased from the publisher. I also received no information on the other books clearly received in the order. After receiving this strange email I googled the company and noticed that the BBB does not accredit this business and that it is marked as a scam. I am fearful that I have been scammed and as I could have taken my business elsewhere and would have, I am now awaiting payment and do not feel confident I will receive my check. I have already contacted the company with no reply. Thank you,***** *********
Customer Answer
Date: 02/18/2025
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:02/05/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear *********** am writing to file a formal complaint against Books Run (website: booksrun.com) for failing to pay me the $61.49 they owe for textbooks I sent to them for resale. Despite following all the necessary steps outlined on their website and providing the required information, I have not received the payment for the textbooks I shipped to ********* are the details of the transaction:Transaction ID: #******* Date of Shipment: January 4th tracking number via ********* tracking: ********************** Books Sent: isbn ************* isbn ************* ISBN-13: ************* Agreed Payment: $61.49 Amount Paid: $0 Communication Attempts: I have contacted Books Run three times via email, but I have received no response to any of my inquiries. Additionally, Books Run does not provide a phone number for customer support, so I have been unable to reach them by phone.I am requesting the BBBs assistance in resolving this issue, as I have made several attempts to contact them without success. I have attached all relevant documentation, including tracking information, email correspondences, and any other supporting materials.Thank you for your attention to this matter. I look forward to your assistance in ensuring I receive the amount owed to me.Sincerely,****** ******
Business Response
Date: 02/19/2025
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 $61.49:
1) Intermediate Accounting, ISBN: ************* for $46.15;
2) ************** Accounting Book + Online (CLEP Test Preparation), ISBN: ************* for $9.21;
3) Looseleaf for **************** A Strategic Emphasis, ISBN: ************* for $8.02.

Upon processing it appeared that the item ************** Accounting Book + Online (CLEP Test Preparation), ISBN: ************* was missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the delay with the payment occurred due to the absence of the book.

Once the customer contacted us expressing their concerns regarding the payment, our representative has reached out to them clarifying whether the item has been left out of the package prior to shipment and whether we can proceed with finalizing the order without the book missing.

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, however, due to a high season, some issues might have indeed occurred.

Resolution: We can indeed satisfy the customers resolutions just to make up for the situation, once a response is provided by the customer to our email. The payment can be issued once the absence of the item in question is confirmed by the customer or, in case the item was indeed included in the package, the matter can be investigated further with our processing team. 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 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:02/05/2025
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.
Buyback order #******* I sold a textbook to BooksRun, a company that buys used books, and they are now claiming that my book is counterfeit. I purchased this textbook directly from my university bookstore, so I know it is legitimate. Despite this, BooksRun is refusing to return my book or issue my payment.Complaint Details:Buyback order #******* , I sent my textbook, [Book Title and ISBN], to BooksRun through their buyback program. This book was originally purchased from my university bookstore, ensuring its authenticity. I even sent them the receipt of the purchase from the bookstore. However, after receiving my book, BooksRun notified me that they are classifying it as counterfeit. As a result, they are refusing to issue my agreed-upon payment and are also withholding the book itself.I have requested the return of my book if they will not pay me, but they have not complied. Their actions feel unfair and dishonest, as I sent them a legitimate book and the proof of purchase and am now left with neither my book nor my payment.I am requesting that BooksRun either:Return my book to me immediately.Honor the original agreement and issue my payment as promised.
Business Response
Date: 02/18/2025
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 7 items on our venue to be sold at $245.94:

1) Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, ISBN: ************* for $60.74;
2) Dulcan's Textbook of Child and Adolescent Psychiatry, ISBN: ************* for $85.76;
3) QuickSCID-5: Quick Structured Clinical Interview for Dsm-5 Disorders, ISBN: ************* for $25.78;
4) ******************* Medicine for Mental Health Professionals, ISBN: ************* for $23.11;
5) Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition, ISBN: ************* for $22.14;
6) Clinical Consult to ************************************ for Nurse Practitioners, Second Edition A Convenient, Practical, and Portable Guide of the Major DSM-5 Disorders, ISBN: ************* for $17.16;
7) Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: ************* for $41.73.

Upon processing, it appeared that the item Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition, 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 **** Code TITLE 18. PART I. CHAPTER 113. 2320. 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 02/06/2025.

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 ***************************, ************************ for further investigation. Please be advised that it's a standard procedure that is usually done by us in the cases when the authenticity of the items cannot be verified and usually it takes from a few weeks to a few months for the books to be examined by the publisher.

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:01/31/2025
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.
Before my classes started for the semester I rented a textbook on 1/3/2025. After the class started I found that I could no longer use the book. I searched the website to see the process for returning and obtaining a refund for the book. The was no reference for this. I contacted the company at the number identified on the website and there is no option to speak to a live person, only prompts that didn't address the issue of a refund. I tried contacting the company through the website on two separate occasions and the only response I received back from them was them asking me to confirm that my book had been received and to confirm that I am happy with their service. They never addressed my question regarding returning the book for a refund.
Business Response
Date: 02/13/2025
Greetings,

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

It appears that the customer placed a rental order on 01/04/2025 for the item Principles of Microeconomics (ISBN: *************), for 146 days with the due date stated as 05/30/2025.

On 01/28/2025, the customer contacted us requesting return of the order. Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and offered a full refund of the rental price itself once the book is received back at our facility.

Please be kindly advised that refunds are usually processed within 8-10 business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned. Thus, as soon as the items in the order are returned to our facility and checked into the system, the full refund of the rental price will be issued to the customer's initial payment method. However, we cannot reimburse the amount paid by the customer at the moment due to the fact that the order has not been shipped back to our facility yet.

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 ********, however, due to a high season, some issues might have indeed occurred. Still, a resolution was provided by one of our representatives and agreement regarding return and refund was reached.

Resolution: We have partially satisfied the customer's offered resolution as return instructions were provided and full refund for the order will be issued to the customer's initial payment method as soon as the package is received at our facility, despite the fact that we do not accept returns of rental orders for a refund since we do not reimburse any charges related to rental orders according to the current policy all our customers agreed to be bound by, in order 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: 02/15/2025
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 they are attempting to resolve this matter. I have mailed the book back for return as instructed. This matter will be completely resolved once, as promised, my full refund minus shipping is completed.
Thank you,
Regards,

*. ********
Initial Complaint
Date:01/31/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction: 1/8/25. Booksrun bought 10 books, quoting me $255. Theyre claiming that 4 books were never received. Which happen to be the most expensive books. Ive contacted them multiple times and the customer support stated that the box was damaged. It was in perfect condition when I shipped it. Nobody has been helpful and they are withholding payment. Ive seen many other complaints about the same issue regarding Booksrun, it is a scam. I would like to be paid the quoted price they initially provided.
Business Response
Date: 02/13/2025
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 10 items on our venue to be sold at $316.82:

1) ******* Introductory Medical-Surgical Nursing, ISBN: ************* for $49.20;
2) Mulhollands The Nurse, The Math, The Meds, ISBN: ************* for $24.05;
3) Introductory Clinical Pharmacology, ISBN: ************* for $36.54;
4) Introductory Maternity & Pediatric Nursing, ISBN: ************* for $36.05;
5) Psychiatric-Mental Health Nursing, ISBN: ************* for $49.80;
6) Fundamentals of Nursing: The Art and Science of ********************* ISBN: ************* for $51.52;
7) Loose Leaf for Anatomy & Physiology: An Integrative Approach, ISBN: ************* for $30.12;
8) Infusion Therapy Made Incredibly Easy (Incredibly Easy! Series), ISBN: ************* for $21.52;
9) Contemporary Practical/Vocational Nursing, ISBN: ************* for $10.70;
10) ******* Drug Guide for Nurses, ISBN: ************* for $12.81.

Upon processing, it appeared that the books Contemporary Practical/Vocational Nursing, ISBN: ************* and Introductory Maternity & Pediatric Nursing, ISBN: ************* had their quotes adjusted automatically from $10.70 to $8.56 and from $36.54 to $29.23 accordingly due to such main reason: we received textbooks with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer.

Additionally, the items ******* Introductory Medical-Surgical Nursing, ISBN: *************, Mulhollands The Nurse, The Math, The Meds, ISBN: *************, Introductory Maternity & Pediatric Nursing, ISBN: ************* and Psychiatric-Mental Health Nursing, ISBN: ************* were missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the absence of the books influenced the total offer as well. The customer did indeed contact us via phone on 01/24/2025 about the payment. We have contacted our processing department and had our processing manager look for the missing items at our facility, however, we were unable to find them anywhere.

Please note that the box was delivered to us in very damaged condition. Though the shipping label was provided from our side, the package was shipped directly from the customer, we do not have any opportunity to check and know for sure what happened with the books in the process of shipping and how securely they packed the books. However, the guide on how to pack books to prevent losses and damage during shipment is presented on our website (*************************************************************************). The screenshots of the package received from our processing facility's camera footage were provided to the email address of the customer on 01/30/2025. The screenshots are also attached to this response. It is clear from the footage that the box was damaged in transit and 4 item quoted were missing.

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. Therefore, the customer was advised to contact the mail carrier to address the issue.

The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders that may 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 for the item not received.

Still, in order to make up for the inconvenience caused, the payment was successfully issued for the received items via ****** to the email specified by the customer in their order details on 01/31/2025. However, since the insurance was not purchased, the payment for the books that were not received at our facility cannot be issued since such actions could be viewed as fraud or money laundering.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates as the company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or money laundering. 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: 02/13/2025
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]

They damaged my package. When it arrived to the **** facility where they personally picked it up from, the package was in the condition in which I sent it. The damage they claim, was caused by the company. The damage occurred in their possession. Booksrun has done this to many others before. They have claimed damaged packaging, missing books, water damage, etc. I want my full expected quote. Those books costed me $1,500+ out of pocket, & I received $96.. its a joke.

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

Sincerely,

**** ***

Business Response
Date: 02/26/2025
All the information regarding the missing items was provided to the customer by our customer support representative in the email sent on 01/30/2025. Please note that if any further information was required by the customer, and they were willing to cooperate with us and file a claim with the mail carrier, they should have got in contact with us shortly after the interaction via email took place while it was still possible to work with the mail carrier and find a resolution. Since we have not heard back from the customer, it can be considered as a refusal to cooperate since no opposite intentions were expressed by the customer.

Due to the fact that the customer did not insure the package, their order is not subject to direct reimbursement. An option to insure the package was available within order details, as we do offer the insurance for buyback orders that may be purchased by the customer separately. However, the insurance was not purchased by the customer.

Please be kindly advised that the payments for the books that were not insured and not received cannot be issued since such actions could be viewed as fraud or money laundering. Therefore, the case is considered closed.

Respectfully,
*****
BooksRun Team
Initial Complaint
Date:01/30/2025
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.
They buy books from people. I sent them a brand new unopened $200 electrical book and they said they werent sending me any money and kept it they said it was fake. It definitely was not fake.
Business Response
Date: 02/12/2025
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 the item NFPA 70, National Electrical *********** 2020 Edition to be sold at $84.25. Upon taking a closer look at the books, our processing department determined that the item 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 **** Code TITLE 18. PART I. CHAPTER 113. 2320. 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. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers to help to prevent their distribution.

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. The customer was notified that the counterfeit copies were detected within buyback #*******, the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.

All the information regarding the counterfeit items 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 items was requested by us from the customer.

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. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.

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 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: 02/12/2025
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]

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

Sincerely,

****** ****
Initial Complaint
Date:01/28/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- Order ********* Jan 08, 2025 03:01 pm EST was made on Booksrun.com - We received the package from **** on Jan15th - The package only had packaging materials and no books.- We contacted ******************************* 4 times, 2 times through online contact form and 2 times on email ******************************** They never responded back.- We would like to get a refund as we had to order books from another source as my classes had already started.
Business Response
Date: 02/10/2025
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 an order on 01/08/2025 and the items were shipped to the customer on 01/09/2025. According to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 01/15/2025 at 11:15 am (********************************************************************************).

The customer reached out to **, providing the information that the package was received without contents. Upon receiving the pictures, confirming that the package was indeed delivered empty, the representative stated that we are ready to issue a full refund if they submitted the missing mail search request with the mail carrier, and the instructions on how to do that were provided to the customer.

Resolution: We can indeed satisfy the customer's offered resolution once the Case ID is supplied from their side. 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
Initial Complaint
Date:01/28/2025
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.
1/17/2025 Sent a textbook to booksrun and recieved an email saying it is a counterfeit book when it was bought at the bookstore on campus. I paid for the shipping and now wont get they money they owe me
Business Response
Date: 02/10/2025
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 the item Understanding Research Methods to be sold at $44.45. Upon taking a closer look at the books, our processing department determined that the item 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 **** Code TITLE 18. PART I. CHAPTER 113. 2320. 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. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers to help to prevent their distribution.

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. The customer was notified that the counterfeit copies were detected within buyback #*******, the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.

All the information regarding the counterfeit items 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 items was requested by us from the customer.

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. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.

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 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:01/16/2025
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 sold BooksRun two copies of the same textbook, *******************: A Practical Guide, ISBN *************. One copy was mine off of Amazon and another was my classmate's who purchased it from eCampus (our school's online bookstore). They are refusing to pay out any money because they are claiming both copies are counterfeit.I should have done my research, since there are literally hundreds of accounts (on Reddit primarily) detailing them doing this to other students.I plan on filing a fraud report with the *** and also submitting a complaint to the *************************************** (where they are located) as well as Maine's (where I am located).I have given them the option of sending my textbooks back and they have yet to respond.
Customer Answer
Date: 01/17/2025
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:01/10/2025
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 textbooks to Books Run and followed their directions specifically for sending multiple boxes. I sent TWO boxes, using one shipping label as directed. The directions stated that shipping fees for the second box may be deducted. One box was received on 12/26, the other 12/27. I never received payment. I emailed the business 7 times, called multiple times before finally getting someone on the phone 01/06. At this point the business informed me that they did not receive the second box, although their tracking stated it was received. I was told they lost the second box and would only pay me for the first box of books. They said their directions do not say to use the same label, I showed them that it does in a screen shot. They changed my order and changed the policy after I showed them, thinking they were covering up. After several calls, I get an email with a picture of an arm reaching into a box stating they found my third box and all the books were missing. There was no third box and the picture they sent was not demonstrating anything. They stole over $150 worth of books and changed the order so every book they lost now says they owe me $0.00. They are refusing to answer me, send my books back or reimburse me for my property. This is theft. They are covering up that they lost my books.
Business Response
Date: 01/22/2025
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 24 items on our venue to be sold for $347.02. The system estimated the weight of the package and provided one ***** Ground label for up to 70 lbs. According to our policy, each label should only be printed once. If a customer requires additional labels, they need to contact our Customer Support Team so that they could ensure the correct shipment.
However, according to the information supplied by the customer during a phone call with one of our representatives, they printed the same label three times and shipped 3 separate boxes with the same tracking number ************ (*****************************************************************************************). Three boxes were indeed delivered to us. The first one was received on our facility on 12/27/2024 and contained the following books:

Qualitative Inquiry and **************** Choosing Among Five Approaches (ISBN13: 9781412995306);
Qualitative Inquiry and **************** Choosing Among Five Approaches (ISBN13: 9781506330204);
Strategies for Theory Construction in Nursing (ISBN13: 9780134754079);
Best Practices in Teaching Nursing (NLN) (ISBN13: 9781975232207);
Academic Leadership in Nursing: Effective Strategies for **************** and Leaders (ISBN13: 9780826134523);
The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations (*** Leadership Challenge: Kouzes/Posner) (ISBN13: 9781119278962);
********* That Work: A Guide for Planning Dissertations and Grant ********* (ISBN13: 9781452216850);
Perspectives on Philosophy of Science in Nursing: An Historical and Contemporary Anthology (ISBN13: 9780781712019);
Naturalistic Inquiry (ISBN13: 9780803924314);
Innovative Teaching Strategies in Nursing and Related Health Professions (ISBN13: 9781284170177);
Concept Development in Nursing: Foundations, Techniques, and Applications (ISBN13: 9780721682433).

The second box was received on 01/06/2025 and contained the following:
Scientific Inquiry in ****************** Advancing the Science (NLN) (ISBN13: 9781934758281);
The New Leadership Challenge: Creating the Future of Nursing (ISBN13: 9781719640411);
2 copies of the item Qualitative Research in Nursing: Advancing the Humanistic Imperative (ISBN13: 9780781796002).

The third box was received on 12/30/2024 and contained only one item, Contemporary Nursing Knowledge: Analysis and Evaluation of Nursing Models and Theories (ISBN13: *************). Please note that this particular box was delivered to us in very damaged condition. Though the shipping labels were provided from our side, the packages were shipped directly from the customer, we do not have any opportunity to check and know for sure what happened with the books in the process of shipping and how securely they packed the books. However, the guide on how to pack books to prevent losses and damage during shipment is presented on our website (*************************************************************************).

Please kindly be advised that 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 higher no more than $300 that may be purchased manually. However, the insurance was not purchased by the customer, which implies that their orders are not eligible for reimbursement.
Still, in order to make up for the inconvenience caused, the payment was successfully issued for the received items via ****** to the email specified by the customer in their order details on 01/08/2025. However, since the insurance was not purchased, the payment for the books that were not received at our facility cannot be issued since such actions could be viewed as fraud or money laundering.

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: 01/23/2025
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 attached picture on the original complaint is the policy when we sold this company the books. This policy stated "if only one label is automatically provided for your buyback order, unfortunately we cannot give more......for any additional boxes that were shipped with this label, shipping fees may be deducted from hte final quote. They have conveniently now changed their policy while in discussions with me. We sent two boxes, not three. After weeks of calls and emails, they sent me a picture of someones arm in a box stating that this proves they are not at fault. They also said the box was damaged, but received and they cannot locate my books. They refuse to pay me for my books, my property and after multiple requests, never had a supervisor return my call. They refuse to accept responsibility and in the middle of discussions, updated their policies to cover up not realizing that I already had screen shots of the policy when I agreed to ship my books for the price offered.

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

Sincerely,

**** *******-******

Business Response
Date: 01/31/2025
Kindly note that according to the rules and regulations imposed by the mail carrier, in this particular case ****** the same label cannot be used more than once, as it leads to an error in their system. Additionally, as a courtesy, the items delivered to the company under the same label were located, processed, and paid for, despite the fact that it may have been in violation of the policy. However, it is to be noted that we have not received all the books that were originally quoted. As a result, the company is unable to make payment for items that were not received, since no insurance was purchased for this particular buyback order.

All the information regarding the damaged package, lost items and further actions was provided to the customer by our customer support representative. Moreover, the customer was supplied with the instructions on how to file a claim with the mail carrier in order to receive an insurance compensation. Please note that if any further information is required by the customer, and they are willing to cooperate with us and file a claim with the mail carrier, they should get in contact with us to work with the mail carrier and find a resolution.
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 and the case is considered closed from our side.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 01/31/2025
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 company keeps avoiding the actual complaint. At the time I sent the book, the policy was to use one label for multiple boxes. They have since changed it. First they stated they received the box damaged and sent me a picture of an arm reaching into an empty box. Now they are stating they did not receive the box of the books they refuse to pay me for. Additionally, at the time of discussion, I emailed multiple times with no response and called multiple times with a promise for a call back from a supervisor, with no response. They have tried to cover up multiple times by suddenly changing their policy and sending me pictures that do not correlate to the issue. They have my property worth $125. I want my property back or my money back. This is not my error. I did exactly what their policy told me to do at the time.

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

Sincerely,

**** *******-******

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