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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Submit a Complaint

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

Initial Complaint
Date:01/03/2025
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.
Buyback order #******* I was promised $32.75 on 12/1/2024. Allegedly a check was mailed on 12/10/2024. It has been over 20 days as asked for and I have not received my money. They ignore all communication with me since then.
Business Response
Date: 01/15/2025
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 1 item on our venue within their buyback order to be sold at $32.75.

After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $26.2 was successfully sent to the address the customer provided within the order details on 12/10/2024. 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 01/07/2025.

However, on 12/24/2024 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. 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 ****** 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 ****** on 01/13/2025 to the email provided by them on 01/08/2025. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.

Resolution: We have satisfied 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 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: 01/15/2025
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 the matter has been resolved.

although the response was quite rude and very disrespectful

Sincerely,

**** *******
Initial Complaint
Date:11/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company said my textbook was counterfeit and their explanation was "blurry cover" when the picture they took was blurry. Scammers and liars and thief's. They should not be able to run a business at all.
Business Response
Date: 11/19/2024
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 ******************** to be sold at $106.25. Upon processing, it appeared that the item Textbook of Neonatal Resuscitation (NRP) (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. 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 so as 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.

The payment for the remaining items was issued via ****** to the email address that was stated in the order details.

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: 11/19/2024
Better Business Bureau:

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

[Your Answer Here]
There was inadequate evidence to show this book was a counterfeit. It was bought directly from the manufacturer. Their reason was that the book cover is a bit blurry which it was not, the picture they took of it was and the binding has been pulled slightly from the pages because it was a book used for 4 years. That is what books that are used do over time. There was no real evidence and upon searching online about this business I am not the only one that have tried to steal money from. They stole my money and time and pushed me aside like I would not fight back, but this is completely unjust and unfair. I want my money or my book back.

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

Sincerely,

***********

Business Response
Date: 11/27/2024
Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering, and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
All the information that can be freely shared by us was supplied to the customer, and we hoped for their cooperation regarding this matter.
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
Initial Complaint
Date:10/30/2024
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.
I sold my book to them (order number *******) in great condition without highlights or marks, but they decided that it was a counterfeit book just so they would not pay me $34.77. I'm pretty sure they'll turn around and sell that same book to make a profit. They are scamming students by not honoring their payback. I demand proof of counterfeit - such as a letter from the publisher saying my copy is a counterfeit, otherwise this is just a scam.
Business Response
Date: 11/01/2024
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 ****** and ******** *********** Delivery in *****************, ISBN: *************) in "Used - Very Good" condition on our venue to be sold at $34.77.
Upon processing, it appeared that the item ***** and ******** *********** Delivery in the *************, 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 10/28/2024.
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. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of ***** and ******** *********** Delivery in *****************, ISBN: ************* is counterfeit. Therefore, the item was handled in concordance 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 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:10/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent booksrun 31 text books that I know are legitimate. They tild me every one was counterfeit. Lies, They disabled my account and sent me an email accusing me of being a burglar and counterfeiter. Booksrun refuses to give my books back or pay me. SO ITS BEEN WEEKS SINCE I HEARD FROM BOOKSRUN and finally I get an email from them stating the reasons they believe my books are counterfeit along with photos of the books in question and what was wrong with them. Well they only sent photos of three of the books out of 31 books I sent and the books they photographed are not the books I sent in. I sent them brand new books some in plastic wrap still. They sent me photos of used books off their shelfs and one of the photos actually still has their own label on it which says it's a used book for sale. It also has a lable from the previous owner along with *** name in it which my new book did not have. These people are liars and wont pay me anything! They sent me photos of books that are not mine and i have proof because I took photos of each book i sent before hand and they are completely different books! I'm co acting the police and also sueing this company. This company is a complete scam! DO NOT SEND THEM YOUR BOOKS
Business Response
Date: 10/25/2024
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 *********************** to be sold at $569.87. Upon taking a closer look at the books, our processing department determined that all the items quoted, such as: 8 copies of Theory and Practice of Counseling and Psychotherapy, Enhanced (ISBN: ************* ); 5 copies of The Pocket Guide to the Dsm-5-tr Diagnostic Exam (ISBN: ************* ); 10 copies of Cmo hacer que te pasen cosas buenas: Entiende tu cerebro, gestiona tus emociones, mejora tu vida (ISBN: ************* ), 8 copies of Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition (ISBN: ************* ) had their quotes adjusted since their 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 so as 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. Since the customer mentioned that the ******************** were purchased on ******, they were advised to contact ****** directly regarding the compensation that could be issued accordingly.

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:10/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was supposed to receive my check for the books I sold through this company 9/20/24 the latest and I still have not received my payment although the status says Paid on my account. *** reached out twice to customer service with no response. Please let me know what can be done so that I can finally receive my payment.
Business Response
Date: 10/22/2024
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 on our venue within their buyback order to be sold at $31.75.

After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $15.88 was successfully sent to the address the customer provided within the order details on 08/23/2024. 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 09/20/2024.

However, on 09/24/2024 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. One of our representatives explained the situation and offered to make a payment reissue after the confirmation is provided in response. To proceed with payment reissue, a confirmation of personal information is required, however, there has been no response provided by the customer 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, 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 reissued to the customer's ****** account or a new check can be sent upon the customer's request once we receive a confirmation from the email address or the phone number stated in their order details due to security reasons. 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
Customer Answer
Date: 10/23/2024
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 am still waiting for the payment to be issued to my ****** account. I reached out to the company twice. Once on 9/24/24 and again on 10/3/24. I finally received a response yesterday. I was told that upon receiving the email address associated with my account that the payment would be issued. I responded to the email yesterday and responded again this morning just in case my response didnt go through.

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

Sincerely,

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

Business Response
Date: 11/01/2024
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 ****** 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 ****** on 10/24/2024 to the email provided by them. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.

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
Initial Complaint
Date:10/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 12, 2024 I received an email from BooksRun letting me know that they had issued payment via ****** for my buyback order #*******. The total amount they said they paid was $133.31. However, I never received payment in my ****** account. I contacted ****** and asked them if they could track the payment. ****** said they could not find any payment issued to my account, but needed a transaction number to look further. I sent three messages total (over the past 3 weeks) to BooksRun asking them for a ****** payment transaction number. They have not responded once to any of my inquiries. It is impossible to reach them via phone. Everything is automated and then the caller is hung up on/call isdisconnected after a few minutes. I just need a transaction number to find out if payment was ever even made. If they aren't able to pay me for the books I sent them, I would at least like the books returned to me.
Customer Answer
Date: 10/03/2024
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:09/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a completely moldy book and tried reaching out multiple times in various ways and was completely ignored. Ultimately, I had to file a dispute with the credit card company who refunded the money. Now they've sent this account to collections along with extra fees. Please send confirmation that the money is refunded and that collections have stopped.
Business Response
Date: 10/07/2024
Greetings,

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

It appears that the customer placed a purchase order on 06/20/2024 for the item Empowerment Series: Understanding Generalist Practice, ISBN *************, which successfully went through, and the customer received a confirmation email on the same date that the order was placed.

The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 06/26/2024 (*************************************************************************************************************************).

Once the order was delivered, the customer contacted us via email, stating that they received a damaged item. Within the framework of our internal investigation, the pictures of the item received were requested by us from the customer, as the promptness of us providing the solution greatly depends on the thoroughness of the facts submitted by the customer to the case. After we have received the pictures of the item and conducted the investigation, it seemed like the customer provided us with the pictures of the damage to a different item in order to receive the refund.
However, instead of cooperating with us on the matter, the customer opened a claim with the bank on the amount initially paid. Please be kindly advised that if the claim with the bank is opened from the customer's side, we are not able to issue any kind of refund as the funds are frozen for the duration of the review of the case. Thus, further resolution can be provided by the bank only.

Since the bank had reimbursed the customer for the order, and it was not returned to our facility, it meant that the customer kept our property for free. Therefore, since the item was not returned to our facility and the indebted amount could not be charged, the case information and account details were passed to a ****************************** As of now, this agency is taking care of the issue in question.

However, the customers frustration was apprehended and a return of the item was offered to the customer. Further resolution with the ***************************** will be discussed as soon as the item is returned to our facility.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates, since at this point refund can be provided by the bank only. 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: 10/11/2024
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:

It's simply not true. I sent pictures of the book I received and I'm happy to send as many more pictures as you'd like to prove the point.
They didn't respond to numerous requests via email and their contact form and I was therefore forced to open up a dispute. I can prove this as well, if needed.
Had I been advised to send the book back and been provided a shipping label, I would have done so. No communication was received. I can prove this as well, if needed.

I don't appreciate the untruths in the communication and would appreciate if you can own up to your mistakes and lack of communication.

I will be shipping the book back next week with the shipping label I now received.

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

Sincerely,

****** *****

Business Response
Date: 10/22/2024
Please be kindly advised that the case is considered closed from our side since we no longer have a status update on the case as a ***************************** is responsible for getting the indebted charge. Our company no longer tries to charge the customers credit card, as all our previous attempts were unsuccessful.

Please note that if the customer initiates a claim with the bank, we are unable to issue a refund as the funds will be frozen during the review process. The bank will be responsible for any further resolution. In this case, the customer was reimbursed by the bank and did not return the item to us, resulting in them keeping our property without payment. As a result, we have passed the case information and account details to a *****************************. They are currently handling the matter.

However, we understand the customer's frustration and have offered to accept the return of the item. Once the item is received at our facility, we will work with the ***************************** to 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.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 10/29/2024
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 book was sent back and the tracking information is attached. They make it sound like they were trying to resolve the issue. This is ridiculous and I expect you to remove this from the collection agency account.

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

Sincerely,

****** *****
Initial Complaint
Date:09/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent them a used textbook to be sold and get money for. I had labeled the book as "very good" condition based on their criteria and the actual very good shape the book was in. The price quoted that I should receive back was $27.47 ($26.67 + 3% coupon bonus). They received the book and called it "acceptable" condition and lowered the payout price to $21.34. They made that condition up, the book is very good shape so that's problem #1 with this company, they just make up stuff to get away with lower payouts. Second, as per the terms on their website, they are supposed to tell the customer when the condition is different than expected and offer the customer a chance to take the book back. I WAS NEVER GIVEN ANY CHANCE to rescind the deal. They just sent the lower payout payment to my ****** account without contacting me first. Third, even for the lower payout they did give me, it was incorrectly calculated. The new quoted price says $21.34 with an added $0.80 coupon bonus which should total $22.14 but instead my total payout was $21.98. This company is a scam, they advertise the highest payout prices and then mysteriously say the condition is worse and give you a much lower price. I have contacted them numerous times via their online "contact us" form, both before and after payment was finalized, and no response. I am owed the difference of what I should have received, $27.47, minus what they sent, $21.98, = $5.49.
Customer Answer
Date: 09/12/2024
Better Business Bureau:
I got the additional money I was owed so I'm closing the case.

complaint ID ********,
Initial Complaint
Date:09/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
8/7/2024 Order number ******* Initiated a book buyback for a book purchased through ****** and is currently listed for sale on the booksrun website, both have the same isbn. Claimed book could not be verified as being authentic which doesnt make sense as its the same book. Refused to pay out the buyback amount and also to return the book. Claimed to destroy the book but assume they are reselling the book for profit.
Business Response
Date: 09/05/2024
Greetings,
Thank you for contacting us. Please let us explain the occurred situation with buyback order #*******.
Upon processing, it appeared that the item *****' Guide To Physical Examination and History Taking (Lippincott Connect), 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.).
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.
Per our agreement with LWW, we are not eligible to disclose their personal contact information. Please note that we contacted the publisher at least 3 times to make sure that the book is an authentic one and were provided with the same information two first times.
However, since the customer requested another verification, we reached out to them once again and they provided another information to us. According to our latest conversation, the item in question is authentic which is why we have already issued the payment for the book to the customer.
Check #****** for buyback order #******* was successfully sent to the customer's address ***********************************************) on August 30, 2024.
An apology is no substitute for good service, but I want to offer one on behalf of our company. We appreciate your reporting this matter to us. It helps to know the kinds of difficulties our customers have so we can work toward improvements.
Best regards,******
Customer Answer
Date: 09/05/2024
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]
The order number they are responding to is not correct. My buyback order number is ******* and no check has been sent to my address.

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

Sincerely,

*** *****

Customer Answer
Date: 09/25/2024
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:

What is the evidence of suspected counterfeit? The same book with the same isbn is being sold on the books run website?

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

Sincerely,

*** *****

Business Response
Date: 09/30/2024
Please be kindly advised that the case is considered closed from our side since the customer violated our policy by sending us the item that was not authentic. The company cannot apply the quotes for books that were not initially quoted since such actions could be viewed as fraud or money laundering.
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. Upon analyzing the details supplied, the publisher confirmed that the copy in question were counterfeit. The publisher reserves the right to contact the customer for more details about the purchase but is not obliged to do so. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly. We cannot satisfy the customer's offered resolution just to make up for the situation.
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
Initial Complaint
Date:08/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 17, 2024:Registered for booksrun and they immediately sent me a buyback order with shipping instructions. My return would be $90.35, and as a student, money is so hard right now so I thought that was super helpful so I would have extra money to be able to eat at whataburger instead of always eating rice and eggs. I followed the instructions and I shipped it out the following day. Booksrun sent me the shipping label and I was able to track the progress. days, weeks, months go by, I kept reaching out asking when I would get my return. Finally someone got back to me and said: **** *********** ** *** *********** ******** ** *** **** ******** *** ***** *** ****** ** ********* ** ****** ***** **** ** *** ****** **** *** **** ****** ** *** ***** ***** ** ****** ** ** ***** *** *** ***** ********* ***** *** ***** ** ****** ** ********* ** *** ****** ** ** **** ****** ** * ***** ******** ***** ******** *** ******** ******** ** *** ********* ********* *** ******** *** ** ************* *** ** **** ***** **** **** ** ******** **** ** *** ******* ******** ***** *** ******* ** ******** ** *** ********** ********* ** ** ********* ** **** ***** **** ***** ******** **** *** **** ** **** ****** *** ******** ************** *** *** ******** ** *** ********* *** *** ******* *** ***** **** ****** ** ***** ** ******* **** *********** ***** **** ******* ** ***** *********** ** *** *** *** **** ** **** *** ********* *********** ****** ****** ******* ***** ******* ** ***** **** ******* ***** *** ********* ***** ********** ** ****** ** ********* ****** ****** *** *** ******** ****** ******* **** *** ***** ** ***** ******** *** *** *********.I would like to clarify that the inconvenience of the package not being received at your location is not due to any action on my part. I have already confirmed with ***** that the delivery status was marked as complete on their end. Could you please look into this matter and advise on the next steps to resolve it? ***** said they need to do it.
Business Response
Date: 09/06/2024
Greetings,

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

It appears that the customer quoted 2 items to be sold at our venue for $90.35 on 07/17/2024.

Upon analyzing the information provided by the mail carrier within tracking number ************ attributed to the prepaid shipping label provided for the order in question (*****************************************************************************************), it seems that the order was marked as delivered on 07/23/2024. After the order is marked as delivered by the mail carrier, it is then loaded on a vehicle, which delivers the packages directly to our facility. Sometimes the packages may be misdelivered, and it also takes some time to retrieve them at the correct address. After the package is received at our processing facility, it is processed and only after that paid. Processing, in this case, means examining the books received in order to make sure they correspond to the ones quoted by the customer. However, with the case in question, the package attributed to this buyback order, unfortunately, was not received at our facility.

The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value no more than $300 that may be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order was not eligible for insurance compensation.

On 07/25/2024, the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and had our processing manager look for the package or its contents at our facility, and, after a thorough investigation, were able to find the books in question at our warehouse. It seems that the package was delivered in a damaged condition to such a point that it could not be identified.

Still, in order to make up for the inconvenience caused, the payment was successfully issued via ****** to the email specified by the customer in their order details in the initially offered amount on 09/06/2024.

Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the payment for order #******* was successfully issued via ****** on 09/06/2024 to the email address provided by the customer within order details. 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

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