Complaints

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

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  Booksrun.com Inc.

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

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

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

• Initial Complaint

  Date:08/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 10, 2024 I shipped textbooks to BooksRun for them to pay me $24.24 for these items. The Textbooks were delivered to them which I have confirmation about, along with my order status having the "delivered" status. On July 16, 2024, they sent me an email stating they had issued a check and the latest it would arrive was 20 business days from it being shipped. Their email stated it would not arrive later than August 16, 2024. On August 13, 2024 I still hadn't received the check, and I emailed them to inquire about the status - which I was told to wait 48 hours to hear back from the customer support team. On August 16th, I sent an additional email since this was longer than 48 hours of waiting for an email. I still received no response from this business. On August 21 (5 days after my maximum waiting time for my check) I emailed them yet again and received the generic, "please give us 48 hours to respond". I am writing this on August 23 and I still have yet to hear anything from them about an update on my check or even a response to any email whatsoever. I need them to reach out and resolve this issue, at this point they have stolen from me.

  Customer Answer

  Date: 08/27/2024

  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:08/12/2024

  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.

  Either refund or return my emt textbook

  Business Response

  Date: 08/21/2024

  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 in "Used - Very Good" condition on our venue to be sold at $78.52 ($80.41 - $1.89 insurance = $78.52).
  
  Upon processing, it appeared that the quote for the item ************** and Transportation of the Sick and Injured Essentials Package (ISBN: *************) was adjusted from $80.41 to $42.55 due to the fact that we received a paperback item only ************** & Transportation of the Sick and Injured, Twelfth Edition (ISBN: 9781284204308) instead of a bundle item (paperback + unopened access card) initially quoted. According to our Terms & Conditions, "Price quotes might be adjusted in following cases: Item ISBN is different from quoted", which is exactly the case since the bundle (paperback + unopened access card) (*************) and the paperback item only (*************) have different *****. At the moment of processing, we were buying back the item received at the quote of $42.55.
  
  Since the description and the title of the item initially quoted means that this is a bundle of a book and an access card, an unused access code needs to be included to guarantee the initial quote. We quote books by using their *****, and if an item has both the ***** of a bundle and a standalone book, the standalone book cannot be accepted at the quote of the bundle.
  
  The order stayed on hold from 06/11/202 until 06/14/2024, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, the customer accepted the adjustment on 06/14/2024, therefore, the order was automatically reprocessed in 48 hours on 06/16/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  
  Check #****** in the adjusted amount of  $40.66 due to the above-mentioned reasons for the buyback order #******* was successfully sent to the address the customer provided on 06/18/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of your address to our location and the work of the mail carrier.
  
  However, on 07/04/2024 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 and on 07/12/2024 a new check #****** was issued to the customer's address promptly after that, of which the customer was notified via email on 07/17/2024 as well.
  
  The customer reached out to us once again and requested the item in question to be returned. Please note that according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item is no longer eligible for a return under any circumstances, since it has been processed and paid for.
  
  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: 08/23/2024

  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:

  [Your Answer Here]

   They never sent me a bundle package. I received a paperback textbook. I was not being disgruntled about the textbook nor in the amount of refund. My issue was in the defrauded checks i was receiving in lieu of the refund or in return of the textbook to them. The checks were not legitimate. That is my needing to report them to the BBB.

   

   

   

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

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

  Business Response

  Date: 09/25/2024

  Please note that the customer sold us a book that was previously rented from us. The payment was issued by check to the customer's address. As soon as the customer's scheme was uncovered, both checks were cancelled. Please note that the checks were not fraudulent, but were cancelled from our side before the customer received them.

  Please note that we do not refund any charges related to rental orders, according to our Terms&Conditions. The customer's actions can be considered fraudulent since the item was in their possession for free, as the rental price was refunded by the check.

  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: 09/27/2024

  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 ur 

   

   So then the business is now readily admitting to issuing the checks and that  they already knew they were going to cancel them?

   

   

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

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

• Initial Complaint

  Date:08/06/2024

  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 recently used Booksrun to "sell back" a few textbooks. I was told I would receive a check in the mail once my books were received. I have not received said check despite receiving several emails that my return has been confirmed as well as reaching out to the company without response. Upon doing some further research, it seems as though I am not the only person they have taken books from and not paid. I would not only like my check for the due amount of the books, but also for this company to be held responsible for their actions.

  Business Response

  Date: 08/16/2024

  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 3 items on our venue within their buyback order to be sold at  $90.73 ($92.62 - $1.89 insurance = $90.73).
  
  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 $79.36 was successfully sent to the address the customer provided within the order details on 06/28/2024. 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 07/29/2024.
  
  However, on 08/02/2024 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 08/12/2024 to the email provided by them on 08/08/2024. 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

• Initial Complaint

  Date:07/22/2024

  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.

  Date of transaction was 7/3/24.Estimated date of arrival was 7/5/24 then it changed to 7/8/24. On 7/8/24 the shipping was delayed. Its been delayed since but now that I check the tracking. It doesnt show anything. I reached out via email on 7/9/24 and they sent a refund for shipping on 7/12/24. I reached out to ***** and they said they would check into it. On 7/16 ***** says it was lost and to contact the buyers. I did so on 7/16/24 and havent heard back from them

  Business Response

  Date: 07/30/2024

  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 purchase order on 07/03/2024 for the item Introduction to Criminal Justice: Practice and Process, ISBN *************. The item was shipped on 07/03/2024 with the expedited method of shipping ****** 2day) upon the request, which is right within 24 business hours after the order placement. After the order is shipped from our side, and the tracking information is provided, the rest is up to the mail carrier since actual delivery time depends on various factors, such as proximity of the location to the ***** processing facility, the volume of shipments, weather, and more. The estimated delivery date was initially stated by ***** was 07/05/2024.  
  
  According to the ***** tracking number attributed to the order ************ (********************************************************************************************), the package was shipped on 07/03/2024, however, was lost in transit due to a certain irresponsibility of the mail carrier as there are no updates since 07/05/2024.
  
  The customer indeed reached out to us via email requesting a full refund on 07/09/2024. One of our representatives replied to the inquiry on 07/12/2024 that the order was still in transit to the destination. Please be informed that a full refund of the shipping cost in the amount of $6.99 was issued, and, as a possible resolution to the situation caused by the delay on behalf of the mail carrier, we asked them to wait for the delivery, and in case the book is not received by that date, a full refund would be initiated without any further delays. 
  
  After that, the customer reached out to us once again on 07/16/2024 requesting full refund. In response to that email, our representative issued a full refund for the order to the customer's initial payment method on 07/23/2024. The amount should appear at the account within the next 5 business days.
  
  Please also note that in our correspondence with the customer, they used offensive language. In case a customer chooses to use profanity in their language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  Resolution: We have satisfied the customer's offered resolution as a full refund was issued just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:07/08/2024

  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 quote to sell ************ 5 text books. The total was $328.62.BooksRun provided a shipping label. I packed all 5 books together, wrapped in bubble wrap, and taped securely in a box. BooksRun received the shipment and paid me for 2 of the 5 books. I received $103.75 from BooksRun. When I check my account I saw that they paid me for only 2 books and the other 3 were each listed at $0. I have not been credited the other $224.87, they have not returned my books, and they will not respond to my emails to their customer service. I have been trying to contact them since July 2, 2024. I shipped the package on June 22. I was paid $103.75 on July 2. They did not contact me about why they did not pay me for the books. I cannot get any answers or response.

  Business Response

  Date: 07/26/2024

  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 5 items on our venue to be sold at $328.62:
  
  1)  Dispute Resolution and Lawyers, A Contemporary Approach (Interactive Casebook Series), ISBN: ************* for $79.87;
  2)  Pretrial [Connected eBook with ************* (Aspen Coursebook Series), ISBN: ************* for $5.49;
  3)  Race Law: Cases, Commentary, and Questions, ISBN:  9781531018634 for $54.37;
  4)  Gellhorn and ****** Administrative Law, Cases and ******** *********** Casebook Series), ISBN: ************* for $98.26.
  5) ***** and ****** The Law of Business Organizations, Cases, Materials, and Problems, 14th (American Casebook Series), ISBN: ************* for $90.63.
  
  Upon processing it appeared that the items Dispute Resolution and Lawyers, A Contemporary Approach (Interactive Casebook Series), ISBN: *************,  Race Law: Cases, Commentary, and Questions, ISBN:  9781531018634 for $54.37, ***** and ****** The Law of Business Organizations, Cases, Materials, and Problems, 14th (American Casebook Series), 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 payout as well. 
  
  Once the customer contacted us expressing their concerns regarding the missing items, our representative has 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. We have also checked our security cameras from our processing facility with the receipt of the books, and it was confirmed once again that items in question were not included in the box with 2 other books. 
  
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging.
  
  The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment for the item not received.
  
  Furthermore, during processing, it appeared that the package contained a completely different book that was not initially quoted in the buyback order.
  
  Once the customer reached out to us, a detailed explanation regarding what exactly was received was supplied for their consideration via email. Our processing department carefully inspects all items received and we have videos that prove that each order is processed carefully and correctly. According to our security cameras it was confirmed that item The Law of Business Organizations, Cases, Materials, and Problems (American Casebook Series), ISBN: ************* was received at our facility with the tracking number attributed to the order in question.
  
  According to our Terms & Conditions which all our clients agree to be bound by, items not initially quoted in the order *** have their quote adjusted or be not eligible for buyback at all.  However, our representative who investigated the issue with the order offered a quote for item The Law of Business Organizations, Cases, Materials, and Problems (American Casebook Series), ISBN: ************* in the amount of $72.88, which was approved by the customer in further correspondence.
  
  Since the book quoted by the customer was not received at our facility, the initial quote for the order could not be guaranteed. However, as was agreed upon with the customer the payment in the amount of $72.88 for the not initially quoted book in the corresponding order was issued to the PayPal account provided by the customer in their order details.
  
  The payment in the adjusted amount of  $103.75 due to the above-mentioned reasons was successfully issued via PayPal the customer provided in their order details on 07/02/2024.
  
  Resolution: We have partially satisfied the customer's offered resolution by issuing the payment for the item which was not quoted initially in the order, despite the fact that according to our policy such items do not get a quote, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:07/02/2024

  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.

  Hello,I received the incorrect book from BooksRun. I ordered Nonlinear Dynamics and Chaos by ***************************** and instead received "K for the Way" by *******************. I reached out to them but they did not respond within two business days as Abebooks said they would. I would be very appreciative if the company could contact me and send the correct book ASAP, as I need it promptly for an academic course.

  Business Response

  Date: 07/16/2024

  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 on Abebooks marketplace for the item Nonlinear Dynamics and Chaos: With Applications to Physics, Biology, Chemistry, and Engineering, Second Edition (Studies in Nonlinearity), ISBN *************, which successfully went through.
  
  The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 06/27/2024 (*********************************************************************************).
  
  Once the order was delivered, the customer contacted us via email, stating that they received the wrong 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 appeared that a processing mistake happened while the order was being packed and a different item was shipped to the customer's address.
  
  After the investigation process was completed, one of our representatives provided the customer with the return label so that they could return the item to our facility for full refund upon the item's delivery. However, the customer had already shipped the item with their own label. Still, once the item is checked into our warehouse system, the refund for the order will be issued immediately.
  
  
  Unfortunately, at the moment, we do not have another copy of the item that was initially purchased by the customer in stock. Furthermore, our system views each transaction as separate, thus, we will not be able to send the correct book to the customer's address.
  
  
  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 Chat, however, due to a high season, some issues might have indeed occurred.
  
  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:06/26/2024

  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.

  I purchased a brand new book sold from Amazon. I looked up the **** and mailed it to booksrun.com. They quoted $57 to purchase. Once they received, they emailed and said it was inauthentic and it will not be paid for or returned. This company is obviously stealing books and selling them. They need to pay me for the book or return it since it was brand new in the original packaging.

  Business Response

  Date: 07/09/2024

  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 (NFPA 70, National Electrical Code Handbook, 2023 Edition, ISBN:  *************) in "Used - Like New" condition on our venue to be sold at $57.43.
  
  Upon processing, it appeared that the item NFPA 70, National Electrical Code Handbook, 2023 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 U.S. 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 06/26/2024.
  
  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 National *************************** for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of NFPA 70, National Electrical Code Handbook, 2023 Edition, 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:06/25/2024

  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 recently graduated from ***************, and had multiple textbooks that I was interested in selling. Almost all of these textbooks were in like new condition. I reached out to BooksRun, and was given an estimate of $243.87 for 10 textbooks.On May 5 I mailed the books to the shipping address provided. On May 10 I received an email that several of my textbooks (the most expensive) had been deemed counterfeit, and that they needed to be validated by the publisher before I could receive my money back.Due to these counterfeit books (which were purchased legitimately through reputable distributors), my account was then disabled. When I was finally able to get a hold of a representative from the company, I was told that they could not return the counterfeit books to me and that they would be destroyed if they were deemed counterfeit.I once again reached out to the company, without any success. On May 17 I received an email from the company that I was due $162.29 for the textbooks I sent in.It is currently June 24 and I have still not received a check, nor am I getting any response from the company when I call or send email inquiry. This company inflates the value of books, stating they will pay well above what other companies will pay, and then when the books are sent back to the company they refuse to pay, and refuse to send the textbooks back.

  Customer Answer

  Date: 06/25/2024

  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:06/20/2024

  Type:Sales and Advertising 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.

  This is regarding buyback order #******* with BooksRun I sent/sold six textbooks and they were received ****** tracking: ************) on 5/8/24. I got an email stating that a check for $200.99 was sent on 5/17/24 but as of 6/20/24 I have not received the check. I contacted customer service on 6/14/24 since it had been more than 20 days since payment was supposedly made, but have not heard back/received a reply. All information (address) is correct and I have been receiving other mail without issues so I feel that my check was never sent to me.

  Customer Answer

  Date: 06/27/2024

  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:06/17/2024

  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 purchased a used book from Booksrun.com and was charged $104.81 on 04/22/2024. I never received the book and learned through *** that the packaging was damaged and empty and therefore I was not going to be receiving my purchase/ I contacted Booksrun and they informed me I would received a credit on cy card. After I had not received a credit refund, I turned to ********** to do a charge back on the purchase. Booksrun contacted me requesting that I reverse the chargeback with ***** and they would issue me a refund pronto. They claimed they could not process a refund without cancelling the credit card chargeback. I have never received that refund and they have failed to respond to any of my inquiries. My order number was *******.

  Business Response

  Date: 06/26/2024

  Greetings,
  
  Please let us explain the occurred situation with purchase order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a purchase order on 04/22/2024 for the item Lab Manual for ******' ******************* Inspection, Maintenance, Repair, ISBN 9781337794046. 
  
  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 package was lost or stuck at the local post office or was still somewhere in transit due to not being scanned at one of the ***** processing facilities at that moment (********************************************************************************************). 
  
  The customer reached out to us on 05/02/2024 expressing their concerns regarding the shipping status of the package and immediately after that opened a claim with the bank.
  
  We would like to draw your attention to the fact that our representative was willing to issue full refund to the customer's initial payment method, however, could not do so due to the claim being opened by the customer with the bank and the funds being frozen for the duration of the review of the case. According to the information provided by the bank, their resolution should be provided to us within the next month. Thus, since we were not allowed to issue any kind of refunds during the investigation, we kindly asked the customer to close the claim from their side to facilitate the process.
  
  The customer claimed they closed the claim, however, could not provide any evidence of the claim being closed. Thus, we had to wait for the bank's decision in order to be able to proceed with the refund. On 06/25/2024, full refund has been issued to the customer's initial payment method, thus, we consider the case closed.
  
  
  Resolution: We have satisfied the customer's offered resolution as the refund was issued just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 06/26/2024

  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,
  
  ***************************