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.

close

Find a Location

Booksrun.com Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Booksrun.com Inc.

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

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

• 

  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:06/17/2024

  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.

  I received a buyback offer of $12.67 for a new textbook. I returned the new book in pristine condition per the packaging & shipping instructions. I received an email a week later stating the book was in poor condition and my buy back offer was reduced to $6.00. There is only two choices, to accept the offer or pay $8.95 to have the book returned. I have 72 hours to make the decision or they will keep the book to resell. This company lures the consumer with the highest buyback offer only to dispute it to once received. There is no phone number and emails have gone unanswered. This delay in response is intentional as you only have 72 hours to accept their offer. There is no course to dispute. This is a fraudulent company and should be investigated. I have provided the information they sent me. I would like for them to honor the full buyback offer of $12.67.Your buyback order requires attention!Hello ***** *****,Thank you for selling your books to BooksRun!We have recently received and inspected your books. Unfortunately, some of the books you sent to us don't comply with our Book Condition Guide. Therefore, some of the quotes in your order were adjusted.VIEW ORDER DETAILS DetailsInitial quoteAdjusted quoteReason ISBN13: ************* Condition: Used - Acceptable Quantity: 1 Title: Psychology 2e: Official OpenStax [paperback, B&W]$12.07$5.71Poor condition Total initial quote offered: $12.67 Total final payment you will receive: $6.00

  Business Response

  Date: 06/26/2024

  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 1 item on our venue to be sold at $12.67 ($12.07 + 5% coupon).
  
  Unfortunately, due to the technical error, the quote for the order in question was adjusted due to condition alterations. However, once the customer contacted us concerning about the quote adjustment, one of our representatives checked our security cameras and confirmed that the item was delivered in the same condition as quoted by the customer. Thus, the dispute was removed and the quote restored.
  
  Check #****** for the customers buyback order #******* was successfully sent to the address they have provided within order details on 06/21/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the address to our location and the work of the mail carrier. The check is to arrive by 07/19/2024.
  
  Resolution: We have indeed satisfied the customer's offered resolution and process a full refund for the order in question on behalf of the seller 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,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  Bought a book from me that includes free postage The label they provided was for media mail 1 pound found weight was 8 pounds 6,2 ounces this is either fraud or incompetence but no timely reply to my inquiry Order # *******

  Business Response

  Date: 06/14/2024

  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 book in "Used - Very Good" condition to be sold at our venue for $13.17.
  
  Please be kindly informed that shipping labels for each buyback order are generated automatically by taking into account the total weight of the package. In the case with this order, the label was supposed to cover the weight of 1 lbs. Please be kindly advised that the weight of the items is estimated automatically by the system based on Amazon listings. However, on 05/30/2024 the customer contacted us concerning about an incorrect weight stated on the label. They have also informed us that they had to issue an additional payment in the amount of  $5.94 for exceeding the weight limit. Please be kindly advised that we do not have any chance to know for sure what the additional payment was issued for, as usually the shipper is billed for the weight exceeding. Thus, the mail carrier would bill our company. 
  
  
  Furthermore, if the actual package weighs more than the weight stated on the label, the customer should contact customer support so that a new prepaid label could be provided. However, we did not have the chance to issue a new label as the customer contacted us after the shipment. However, as a courtesy to our valued customer, we have agreed to issue an additional check in the amount of $5.94 to the address the customer provided within the order details
  
  
  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 amount of $13.17 and an additional check in the amount of $5.94 were successfully sent to the address the customer provided within the order details on 06/14/2024. 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.
  
  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 have indeed satisfied one of the customer's offered resolutions since all their inquiries were replied to by our representatives in a timely manner and the additional payment was issued by check to the customer's address, 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:05/30/2024

  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 selling 2 used engineering books back for resale. I received their buyback quote, was ok with price. They adjusted price of 1 book to zero. They put Adjustment Accepted, NEVER contacted me, kept both books and proceeded to send me a check and email. I immediately contacted them. They said theyd contact me. No contact was initiated after I sent few emails. I am in process of mailing check back and I want both books back.

  Business Response

  Date: 06/11/2024

  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 (Principles of Foundation Engineering, SI Edition, ISBN: ************* and ******************************** ISBN: *************) in "Used - Like New" condition on our venue to be sold at $30.12 ($32.01 - $1.89 insurance = $30.12).
  
  Upon processing, it appeared that the quote for the item Principles of Foundation Engineering, SI Edition, ISBN: ************* was adjusted due to the fact that we received item Principles of Foundation Engineering, SI Edition, ISBN: ************* with a different ISBN. Please note that the initial quote for the item stated was $25.86, however, since at the moment of processing, we were not buying back the item received, the quote was adjusted to $0.00.
  
  Furthermore, upon processing it appeared that the item ******************************** ISBN: ************* had its quote adjusted automatically from $6.15 to $6.03 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. The condition was changed to "Used - Good", and its quote changed accordingly within the established policy. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with liquid stains, wrinkled or torn pages and binding, creases on the cover, excessive markings and highlighting, broken binding,etc., as it is stated in our Terms & Conditions. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered in poor condition. For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
  
  Since the quote was adjusted in the buyback order, it stayed on hold since 05/13/2024 till 05/20/2024, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided.
  
  However, since no action was taken from the customer's side inside the order details, the order was reprocessed on 05/22/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.
  
  The check #****** for buyback order #******* for the amount of $4.14 was successfully sent to the address the customer provided within the order details on 05/24/2024. However, on 06/03/2024 we received the check at our warehouse, which means that the customer has indeed received the payment but refused to accept it. Unfortunately, our actions are limited as we were eager to assist the customer with the matter, however, they refused to cooperate.
  
  However, after the order was paid for, the customer contacted us expressing their concerns regarding the price adjustment and requesting the return of the item. Our representative provided the customer with an appropriate explanation along with the pictures of the different item received.  At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items of the order are no longer eligible for a return under any circumstances, since they were processed and paid for.
  
  Please also note that in our correspondence with the customer, they used offensive language. In case a customer chooses to use offensive and disrespectful language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  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:05/07/2024

  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 contacted Booksrun to sell my textbooks to the company. I was quoted a price, and sent my textbooks to the company via the proper delivery method with a delivery confirmation. Booksrun does not have any contact method other than email. I emailed multiple times regarding my check. I was emailed by a Booksrun representative stating that I would receive my check from them. The check never arrived. I emailed again and the Booksrun representative claimed that my textbooks were never received. Booksrun has lied about the delivery of the package that I sent to the company and refuses to pay me that proper amount for the textbooks. I want to be paid the amount of the textbooks and the cost of shipping, plus monetary value for the time that has been delayed for the company false claiming that the textbooks are never received.

  Business Response

  Date: 05/17/2024

  Greetings!
  
  Thank you for expressing your concerns regarding the matter in question. We do apprehend how frustrating the situation can be, and we are really sorry to hear that you had a negative experience when dealing with our services.
  
  Please, allow us to explain the issue with your order. According to our records, within the order in question, 3 items were quoted:  They Say / I Say: The Moves That Matter in Academic Writing (ISBN13: 9780393631678), ***************: A Novel (ISBN13: 9780143111689) and The Practice of Argumentation: Effective Reasoning in Communication (Critical Reasoning and Argumentation) (ISBN13: 9781107681439). However, the package under the shipping label with the tracking number ********************** attributed to your buyback order arrived with only 2 books: The Constitution and Criminal Judicial ******* ***************** Coursebook) (ISBN13: 9781636596327) and Signing Naturally: Student Workbook Units 1-6 (BOOK ONLY) (ISBN13: 9781581212105), which were not initially quoted.
  
  Please be kindly informed that the company cannot apply the quotes for books that were not initially quoted, since such actions could be viewed as fraud or money laundering. 
  
  We have no doubts that there was no intention to deceive us from your side, therefore, once you contacted us, our representative requested more information on the package received from our processing department to make sure that the package arrived at our facility with all items quoted. Unfortunately, it appeared that the box with the shipping label attributed to the order in question contained only 2 items and the screenshots from the video footage of the moment your package was checked into our warehouse system confirming this information were provided as proof of our words and indication of our honesty. The payment for the items missing could not be processed as we did not receive them. However, since your order was insured, our representative who investigated the issue offered the initial quote for the order to be reissued to you. 
  
  
  Since we received no reply from you regarding the insurance compensation payout, no payment was issued. 
  
  As an experienced and established participant at the textbooks market, we are eager to provide good service to our customers, as we strive to sustain our earned reputation among other established companies, and we continue to work hard on keeping our policy as transparent as possible. Please accept our deepest apologies regarding any inconvenience caused. We hope for your understanding of the matter at hand.
  
  Respectfully,
  BooksRun Team

  Customer Answer

  Date: 06/11/2024

  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:

  [Your Answer Here]

   

  Hello, 

   

  This email is in regards to the complaint that I filed. 

  I was unable to answer in the required time due to personal issues. 

  I have received the email from the business and their information is incorrect and deceptive. 

  The pictures that were sent to me from the business are not of the box that I sent them, and those are not the textbooks that I sent to the business. The pictures are first of a plain box and then of another picture of an entirely different box with textbooks that I did not send. 

  I in fact sent the correct textbooks to this business, with the correct type of box that was requested by the business. The business has been deceptive the entire time regarding my textbooks. There is only one person to reach regarding customer service, and I have received different answers each time that I have asked for my check in return. 

  I am asking the business for a check in the amount of $40 for my textbooks that I sent to them, or for my textbooks back. Since they cannot provide my textbooks back, and have essentially refused to give the textbooks back, I am requesting the $40 in the form of a check - which pays for the cost of the textbooks and shipping that I sent the textbooks to them. 

  The claim that the shipper "lost" or "damaged" the textbooks is incorrect, as the business has clearly in fact received the box that I sent them with the textbooks in the box. 

  This seems to be a pattern with this business of deceiving customers when it comes to ************************ as well as being untruthful. 

  Please let me know how to move forward so that I can receive the financial compensation that I am requesting. 

   

  Thank you, 

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

   

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

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

  Business Response

  Date: 06/19/2024

  All the information regarding the empty package and further actions was provided to the customer by our customer support representative. Moreover, two more emails on 05/09/2024 and 05/16/2024 were sent to the customer with the instructions on how to file a claim with the mail carrier in order to receive an insurance compensation. Please note that if any further information is required by the customer and they are willing to cooperate with us and file a claim with the mail carrier, they should get in contact with us to work with the mail carrier and find a resolution.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities and the case is considered closed from our side.
  
  Respectfully,
  Dakota
  BooksRun Team

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vendor is a buyer of textbooks and I sent a textbook "*****' Guide To Physical Examination and History Taking (Lippincott Connect)" which was obtained directly from the publisher. Surprisingly they claimed the book is counterfeit and refusing to pay quoted amount.I understand any concern about counterfeit books should be taken very seriously but disappointed that they do not have the ability to differentiate between an authentic and counterfeit book. I also sent them packing slip of the original order. Not sure if if its poor process or an attempt to take advantage of customers.

  Business Response

  Date: 05/23/2024

  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 (*****' Guide To Physical Examination and History Taking (Lippincott Connect), ISBN: ************* ) in "Used - Like New" condition on our venue to be sold at $67.14 ($65.74 + 5% coupon - $1.89 insurance = $67.14).
  
  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.).
  
  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 04/26/2024.
  
  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 LWW for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of *****' Guide To Physical Examination and History Taking (Lippincott Connect), 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

  Customer Answer

  Date: 05/23/2024

  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 do not see any response from them and furthermore they have done nothing]

   

   

   

   

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

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

  Business Response

  Date: 08/26/2024

  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. However, it was repeatedly advised to the customer to contact the publisher directly to inquire about the counterfeit items.
  
  The matter was explained to the customer multiple times in response to their inquiries. All our attempts and offers to resolve the situation were ignored. 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

  Customer Answer

  Date: 09/17/2024

  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:04/26/2024

  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.

  Sent them an expensive book. They claim it is fake and kept my item without paying me. Its not fake. This company is a scam and will not use them again.

  Business Response

  Date: 05/08/2024

  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 (2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates, ISBN: *************) in "Used - Very Good" condition on our venue to be sold at $23.44.
  
  Upon processing, it appeared that the item 2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates (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 by one of our representatives 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 04/30/2024 however, we no response was provided from the customer's side.
  
  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 2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates (ISBN: *************) is counterfeit, as well as provided us with the confirmation email that can be provided upon the request. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  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:04/25/2024

  Type:Order 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.

  The Company agreed to pay me a little over $87.00 and refuses to pay. In essence, they stole my books.

  Business Response

  Date: 05/08/2024

  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 4 items on our venue to be sold at $71.07 ( $78.45 - $1.89 insurance - $5.49 carrier change price = $71.07):
  
  1. 3 copies of Technological Revolutions and ****************** The Dynamics of Bubbles and Golden Ages (ISBN: 9781843763314)
  
  2. The Pharmagellan Guide to Biotech Forecasting and Valuation (ISBN: 9780998407500)
  

  The package with the label attributed to the order in question was received at our facility on 04/09/2024 and the status update was available to the customer within order details.
  
  During processing, it appeared that the items quoted by the customer were not delivered and the package contained completely different books. According to our Terms & Conditions, that the customer agreed to cooperate within, once the order was placed, the items which are not initially quoted in the order do not receive the quote after the delivery.
  
  The customer reached out to us on 04/25/2024, which is more than two weeks after the order processing. All the information regarding our policy about the items not initially quoted was provided to the customer in an email from our representative. However, no response was received, thus, no further assistance could be provided.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:04/18/2024

  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.

  BooksRun is a book buyback site. I have sent them 2 books which they claim are counterfeit. Their policy is stated below which says the will send the book to the publisher and notify of the outcome. BooksRun has never notified me or provided any evidence to support their claim as fake. They take your book claim it is fake and say they send to the publisher to inspect. They provide no proof they have ever sent back to the publisher for inspection. They never notify of the outcome and ignore all emails when asked about the outcome. BooksRun policy: (which they do not follow)At BooksRun, we follow federal and state laws and take such matters very seriously. Therefore, the item is subject to further inspection and authentication by the identified publisher. If the item is deemed authentic, it will be processed, and you'll receive the original payment. Otherwise, the publisher reserves the right to dispose of the item and contact you for more details about the purchase. Please note that the process may take up to 3-5 weeks.

  Business Response

  Date: 04/30/2024

  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 (Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, ISBN: ************* ) in "Used - Like New" condition on our venue to be sold at $65.08.
  
  Upon processing, it appeared that the item Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, 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 by one of our representatives 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 10/23/2023 and 04/23/2024.
  
  Let us please also draw your attention to the fact that the customer overused our system by spamming email with messages in an aggressive tone. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed. However, in case a customer chooses to use offensive language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  With the publication of the ****5-*** the publisher, ******************************** Publishing, has instituted a new measure to help combat counterfeit inventory. All authentic copies of the ****5-TR and its companion titles (Desk Reference to the *** Classification, Pocket Guide to the ****5-TR Diagnostic Exam) have unique ProofTag code stickers on the back cover of each book. Each code has the *** logo, an embedded fiber thread, and a unique alphanumeric code alongside a ** code.The books are identified as inauthentic in the following cases:
  
  1. The ProofTag is missing (and there is no evidence it was once on the cover and subsequently removed; this is rare). Any back cover of the ****5-TR completely free of a ProofTag sticker or adhesive is counterfeit.
  2. Each ProofTag has a unique alphanumeric number. The number may be etched in holographic ink treatment but the number is always visible to the human eye. More than one book with the same (fake) ProofTag number marks a counterfeit copy. Every single DSM product has a unique ProofTag number and the numbers are not shared across the same title.
  3. The ** code it should open to the ProofTag website where the copy of the book can be registered online. Fake ** codes may still go to ProofTag, but there will be a message that This reference is no longer available. Other fake ** codes may direct to other, unrelated web pages.
  
  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:04/17/2024

  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.

  I have been trying to reach out to BooksRun through email many times, which has garnered no response. I sold books to BooksRun and BooksRun came back and said they were counterfeit. These books were not counterfeit and were a mass produced copy. With them saying they were counterfeit they said they may send out to a publisher to see if they are real. They also disabled my account since they said I had tried to turn in counterfeit books. I have not gotten a response from them regarding anything. I received the email on 4/2/24. I responded same day, I still hadnt heard anything so I resent an email on 4/3/24. They responded on 4/5/24 (last email I received from them) they did not answer any of my questions regarding my books. I responded same day. I still hadnt heard anything on 4/12/24 so I resent an email. I even went back to the other email I had received and responded to that email on 4/13/24 just to try to get someone to tell me what is happening. I still have yet to receive a response. I do have emails I can add if needed but I didnt since they were optional. Let me know if they are needed.

  Business Response

  Date: 04/30/2024

  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 10 items on our venue to be sold at $72.81 ($71.14 + 5% coupon - $1.89 insurance = $72.81).
  
  Upon processing, it appeared that the 3 copies of item Exam Review for *************************** **************** Cosmetology Exam Review) (ISBN: *************) had the quotes 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 copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher.
  
  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 publishers confirmed that the copies in question were counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the email sent on 04/05/2024 and 04/26/2024.
  
  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.
  
  Check #****** in the adjusted amount of  $24.35 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 04/05/2024. According to our bank, the check in question was successfully deposited by the customer on 04/15/2024, which implies that the payment was received.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 04/30/2024

  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:

  Unlike stated in the reply I never gotten a response that said the publishers did in fact say it was counterfeit. I have also reached out to the company to try and get my account reopened or to send me my transactions since they disabled my account the only response I got about that was give them 3-7 weeks. If they had heard back from the publisher who supposedly said my books were counterfeit (I say supposedly because I never got an email saying the publishers found them counterfeit or a list on why the publishers thought they were counterfeit), why couldnt they send me a message regarding my account? I totally understand the needing time to reply but it is alittle ridiculous that they can reply to the BBB faster than they could send me an email regarding the matter. It is frustrating enough that I had to reach out to the BBB to even get a response.

   

   

   

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

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

  Business Response

  Date: 05/30/2024

  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 several items 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.
  
  Check #****** in the adjusted amount of  $24.35 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 04/05/2024. According to our bank, the check in question was successfully deposited by the customer on 04/15/2024, which implies that the payment was received.
  
  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: 08/09/2024

  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.

  
  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.

  This is what I have been asking for if they would have just told me this from the beginning I would not have even made a bbb complaint. Although I do wish they could share why they deemed it counterfeit I understand they are in a legally binding contract with their publishers. I just wanted to know how they determined it was counterfeit since I bought it from someone, and so I could try to not buy more counterfeit books. Like I have said before this wasnt done on purpose, I am just trying to get educated on counterfeit books.

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

  
  

• Initial Complaint

  Date:04/10/2024

  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 never received the return label I just was billed the full cost of the book. This is an unacceptable business practice.

  Business Response

  Date: 04/12/2024

  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 rental order on 11/18/2023 for 60 days for item Financial Accounting for MBAs 8e Paperback, ISBN ************* with the due date stated as 01/17/2024. Within 24 business hours, the item was shipped to the customer and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to the recipient address on November 25, 2023 (please see the archived tracking information here: *******************************************************************************). 
  
  Since the deadline for the order in question was stated as 01/17/2024, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order. Furthermore, the customer never reached out to us requesting the return label for their order.  We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and chat. However, the customer never contacted us directly.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 02/01/2024). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  
  Due to the fact that by 02/01/2024 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($328.56) was charged. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  
  Despite that fact that we acted within the Terms & Condition the customer agreed to before the order was placed, they opened a dispute on the transactions and the bank found the dispute resolution in our favor.  Disputes are decided by the customer's bank, according to the banks process, and cannot be reversed. In concordance with our Terms and Conditions, the customer agreed to cooperate within, once the order was placed, no charges related to rental orders are refunded, therefore, the item is not eligible for refund. 
  
  Resolution: We cannot satisfy the customer's offered resolution since the item has never been returned to us and is now not eligible for refund, 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 impose a charge 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: 04/12/2024

  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]

   No labels were sent, which proves this is a scam company, instead of just selling books it is under the guise of a rental, thats why no return label was sent. Additionally no letters were sent, as they claim. If a label was sent, I would have returned this book, I do not want to keep it. They didnt even contact me, they just charged me, that is why I opened a dispute. If this was not a scam company they would have at least contacted me. 

   

   

   

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

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

  Business Response

  Date: 04/26/2024

  This particular order was created on 11/18/2023, for 60 rent days with the expiration date stated as 01/17/2024. The notification with this information was sent to the contact email address provided by customer on 11/18/2023, and on the next day, the notification about the shipment was sent to the same email address. In those notifications, the due date was clearly stated, as it is shown in the copies of letters sent to the customer regarding the confirmation of the order and its shipment.
  
  Please be kindly informed that two weeks before the due date (on 01/03/2024) the order expiration reminder was sent to the customer's email address with all the details about further actions regarding the return of your rental order. Thus, the customer was advised on possible charges coming if the book is not returned. Furthermore, in this notification, it was clearly stated that the prepaid return shipping label should be retrieved by the customer inside the order details.
  
  Moreover, the customer never reached out to us requesting the return label for their order. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. However, the customer never contacted us directly.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 02/01/2024). Due to the fact that by 02/01/2024 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($328.56) was charged. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  
  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. Therefore, the case is considered closed.
  
  Respectfully,
  ******
  BooksRun Team