Business Profile

Textbooks

Booksrun.com Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

186 total complaints in the last 3 years.
65 complaints closed in the last 12 months.

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

Initial Complaint
Date:04/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased from Booksrun on January 9, 2024 and on January 14th & 17th I reached out asking if a return was possible on a used book as their website is not clear. On February 5 I finally heard back from the company saying I had until Feb 13 to return it. I shipped it out on Feb 10 from **** to *******. On February 14 I received an email from Booksrun stating they processed my return. It has been 3 times now that my card has been recharged as the company continues to argue Im at fault. At first they said it was because I didnt return it at all. Then once I showed proof they admitted to receiving it, I apparently didnt return it on time. If anyone knows ***** It is IMPOSSIBLE for any package to be shipped and delivered in less than 1 business day AND the company processed it all in one day. This company doesnt want you to return anything and doesnt honor ANYTHING. They are liars and thieves.
Business Response
Date: 04/12/2024
Greetings,

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

According to our records, within the order in question the item Financial Statement Analysis and Valuation, ISBN ************* was purchased on 01/09/2024. Please kindly note that we provide return labels for all our rental items, however, that does not apply to purchase returns. You can return the item purchased with us if it doesnt meet your needs, but this particular return is considered a discretionary one, and we usually do not provide the return shipping labels in such cases, therefore, the label cannot be retrieved in our rental return window on our website.

After the customer reached out to us on 01/05/2024, expressing that they wanted to return the item received, our representative provided them with the return instructions so that they could return the item to our facility for full refund. As per our policy, which all our customers agree to be bound by, we have a 21 days return policy after the delivery of the order.

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.

Please be kindly advised that 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 (please see section "PURCHASES AND RENTALS" - "Shipping and returns" inside our Terms & Conditions). 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.

Unfortunately, the customer refused to cooperate and without contacting us to try to resolve the issue, instead opened the dispute with the bank on 02/07/2024. The book was checked into our warehouse system on 02/14/2024.

Therefore, we were about to issue a full refund of the amount charged for the order to the customer's initial payment method, however, were unable to do so due to the dispute being opened. Please be kindly advised that if the claim with the bank is opened from the customer's side, we are not able to issue any kind of refund as the funds are frozen for the duration of the review of the case. Thus, further resolution can be provided by the bank only.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates, since further resolution can be provided by the bank only. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:03/21/2024
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 got a quote for 6 books to sell online at Booksrun.com, one of these books was brand new, never used for a class I never took. I was to receive $17.76 for these 6 books. I put the conditions of the book correctly, I read their guidelines, four of them were like new, 1 of them good, and one of them acceptable. I packed the books in a secure box with protective stuffing and shipped them out. I get an email this morning with a picture of 1 book, just 1 book not all 6, and the picture of the one book shows it's bent, it wasn't bent when I mailed it, and no pic or mention of the other 5 books which includes my brand new book, and my quote is now $1.09 for 6 books. I clicked on the details and my brand new book that was never used, I bought from my University bookstore for 200$, they changed from 13.46$ to 0.00 with no explanation, no pics, nothing. On a BRAND NEW book. I reached out to customer service by phone, she said that she would talk to the processing manager and they would check the cameras, that I would be notified by 3 pm today and nothing. I mailed 6 books, 4 I labeled as like new and they were, one of these 4 was brand new never used, I labeled 1 of them used very good, and one of them acceptable. How do you *********** books that you quote 17.76$ based on accurate descriptions, give no explanation and change all of them, and the new one is 0.00, ************ needs to rectify this. I am owed $17.76. As it stands they want me to click on an email to accept the 0.00 for one of the books, no mention of the other 5, and if I dont agree to request just that 1 book back, I have to pay $8.95 to get it back. No mention of the other 5. There are laws and statues that protect consumers, and this company is breaking them. I was quoted an amount for payment of money in exchange for goods and the condition was accurately described. They owe me $17.76 and need to rectify this.
Business Response
Date: 04/04/2024
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 6 items on our venue to be sold at $17.76 ($17.24 + 3% coupon = $17.76).

Upon processing, it appears that 2 books ( *****, Trusts, and ********************** (4th Edition), ISBN: *************; Fundamentals of Statistics, Books A La Carte Edition, 5th Edition, ISBN: *************) had their quotes adjusted automatically (from $ $1.24 to $0.62; $0.80 to $0.00) because we received books with signs of heavy wear that did not correspond to the conditions initially quoted by the customer. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, detached pages and excessive markings and highlighting, etc., as it is stated in our Terms & Conditions. 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 quotes were adjusted for the above-mentioned items, the order was put "on hold" on 03/20/2024, 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. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 03/30/2024. 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.

We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.

We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.

However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.

Check #****** for the adjusted amount of $15.93 due to the above-mentioned circumstances was successfully sent to the address the customer provided within the order details on 04/02/2024. 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 be delivered before or on 04/30/2024.

Resolution: We have partially satisfied the customer's offered resolution just to make up for the situation, as the check with the payment for the buyback order was sent to the customer's shipping address. 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: 04/05/2024
Better Business Bureau:

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

[Your Answer Here]
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]
When I chose to send my 6 books to Booksrun, there are 3 options that someone can choose from on the condition of their books. They are Used Very Good, Used Like New, Used Acceptable. I quoted all of my books correctly. I read the guidelines for the conditions and options to choose. I have pictures of my books prior to them being put in the box, they were packed tightly with protective stuffing on top and secured. Your company changed the condition and price of EVERY SINGLE ONE of my books to a lower quote, including a brand new never read book, you changed the condition and price of that. When a customer prints out the form and sends their books in, this is a contract between the customer and the business, and when you receive the items as a business you have a responsibility to own up to your end of the agreement. I chose the conditions accurately. The same day you receive my box of books your company emails me that my quote went from $17.76 to $1.09 with only 1 picture of 1 book no pictures of the other books and you listed 4 of my books with a quote changed to 0.00 for them, hoping I would just accept this. You claim that the Statistics book had water damage and it did not prior to me sending it. This isnt a case of a customer putting inaccurate conditions of a book, no not at all, this is your company trying to take advantage of a situation when you change the condition and price of all of the books with only mention for 2 of them that is not accurate. You tried to get away with only paying $1.09 when you emailed me that quote, hoping that I would just accept it. It wasnt until I called your company that same day, and I told the representative on the phone that this needs to be rectified or I would be seeking further action and notifying the state and after I contacted the Better Business Bureau then your company did something. I received an email from your company from ***** that I have referenced an excerpt of below:

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

I also received and email from ****** at Booksrun that I have referenced an excerpt of below:

***** ******** ************ ** **** ****** * ***** *** *** ****** *** *** ***** ********** ** **** ****** *** ***** ************ ** *********** ***** * ** ***** ******** *** ******* *** ****** ******* *** ********************** **** ******** *** ***** ****** ******** ************* ** ***** *** ** ***** *** ** **** **** ******* ** ******** ********* **** *** ***** ** **** **** **** ****** ******** ****** *** ******* ******** *** **** ****** *** ********* ** *** ***** ** ******** *** ************* ********** ** ***** *** *********** **** *** ****** ****** **** ******** ****** *** ******* ******* ***** *** *** *** *********** **** *
How is it that you change the condition of ALL of my books, every single one of them, to a lower price quote, and only mention 2 of the books, not all 6? And on the Statistics book you state that the pages were out of order which caused them to be missing and the pages were bent and had water damage and you say this could have been caused during transit. Yet I have pictures of my books before sending them and this book is Like New. In the email it is stated the condition was changed on this book to Used Acceptable, but the price you changed it to is 0.00? But its Used Acceptable, so how can you pay 0.00? Also the *****, Trust, and Probate book I chose the lowest option that there is to choose from which was Used Acceptable, and you just change the amount to a lower amount? My other 4 books which include my brand new book you changed the condition of all 4 as well to make it a lower price.

I sent in 6 books that were accurately described. I did my part, but you did not hold up your end of the agreement. I am owed $17.76 not $15.93. The check that you are sending should be for $17.76. This is a $1.83 difference which is not much, but it is the principal of the matter. At the end of the day I have wasted so much time on this, too much of my time, that I cannot get back. If your company would just realize that if you do the right thing, this will earn you more customers, referrals, repeat business, and not hundreds of complaints like you have. I could have referred many people to Booksrun, but now I never will. If a $15.93 check is in the mail, and it is a legitimate check that can actually be cashed/deposited, then at that time I will consider this matter settled because I am not giving this company any more of my time. I wish I never sent my books into this company. Thank you Better Business Bureau for your help and being a voice for customers.

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

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

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

Sincerely,

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

Business Response
Date: 04/12/2024
The customer sent ************************ with the signs of heavy wear, which according to our policy cannot be accepted for our buyback program. For the purposes of acceptance, heavy wear includes liquid stains, wrinkled or torn pages and binding etc. The items were received with bent and wrinkly pages, therefore could not be accepted, and the quotes were adjusted automatically, leading to a dispute being opened. The customer did have an opportunity to request a return of the items in question, however since no action was taken from the customer's side, the adjustments were accepted automatically on 03/27/2024, therefore, the order was reprocessed on 03/30/2024.

Please be kindly informed that the company cannot compensate for the books that are not eligible for the buyback program, since such actions could be viewed as fraud or money laundering.

Check #****** for the adjusted amount of $15.93 due to the above-mentioned circumstances was successfully sent to the address the customer provided within the order details on 04/02/2024. 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 be delivered before or on 04/30/2024.

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
Initial Complaint
Date:03/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a total of 3 books from this sham company, I had to drop all 3 classes. IT took 3 attempts to get in touch with a ****************** person. I was promised a refund and have yet to see it. This company ON PURPOSE delays responding so that they can keep your money by saying that the customer did not respond in time.
Business Response
Date: 04/04/2024
Greetings,

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

It appears that the customer placed a rental order #******* on 02/07/2024 for the items Business & Society: A Strategic Approach to Social Responsibility & Ethics (ISBN: *************) and MKTG (MindTap Course List) (ISBN: 9780357127810) for 90 days, with the due date stated as 05/07/2024.

The books were shipped to the customer on 02/08/2024 and according to the information provided by the mail carrier within tracking numbers ********************** and ********************** attributed to the order, the package was delivered to recipient address on 02/13/2024 and 02/14/2024 (********************************************************** **********************; ********************************************************************************).

However, on 02/15/2024, the customer reached out to us requesting the return of the items in question for full refund. In an email response from one of our representatives, sent on 02/23/2024, it was clearly stated that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders. Nevertheless, as a courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for a 70% rental price refund. The customer declined this offer by requesting a replacement and then a full refund of the amount charged for the order #*******.

On 02/26/2024 the customer placed a rental order #******* for the item Strategic Staffing (ISBN: *************) for 60 days, with the due date stated as 04/26/2024. The book was shipped to the customer on 02/27/2024 and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 03/04/2024 (********************************************************************************).

On 03/06/2024, the customer notified us that they will be returning both orders #******* and #******* for full refund, completely ignoring our messages where our policy was presented, and where it was clearly stated that we are not able to issue more than 70% refund of the amount initially charged.

As the books from order #******* were delivered to our facility on 03/08/2024, the books were checked into the system on 03/13/2024 and 03/14/2024 accordingly, with the corresponding refunds being issued in the amounts $23.93 and $37.84 to the initial payment method. The item from order #******* was delivered and checked into the system on 03/18/2024, with the corresponding refund being issued in the amount of $32.97 to the initial payment method.

Please let us draw your attention to the fact that the customer used malicious language, mocking, and profanity throughout our email correspondence with them. Please note that, according to our policy, "BooksRun reserves the right to discontinue the communication with User if they choose to use profanities or threats." We always welcome civil dialogue and condemn the use of profanity and insults towards our representatives, as it is inappropriate and counterproductive.

Resolution: We have partially satisfied the customer's offered resolution since the 70% refund of the amount charged for both orders was issued upon the item's return to our facility just to make up for the situation. 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 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:03/06/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sold books to this business and they stated the check will come within 3-20 days and also confirmed when the check was shipped out (I didnt receive shipping confirmation)I still have not been paid
Business Response
Date: 03/19/2024
Greetings,

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

It appears that the customer quoted 10 items on our venue within their buyback order to be sold at $150.88 ($151.95 + 5% coupon - $3.18 insurance - $5.49 carrier change price = $150.88).

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 $103.3 was successfully sent to the address the customer provided within the order details on 02/06/2024. 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 03/05/2024.

However, on 02/28/2024 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 PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal on 03/12/2024 to the email provided by them on 03/08/2024. 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:03/05/2024
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 sold 3 textbooks to this company and was quoted $20.78. The highest price item was brand new and I hadn't read it, I would have kept it if I knew I was being scammed. The company just changed the amount they will pay me to $8, less than half of what they quoted, and are making me pay $16 just to get my books back!!! They cite that the books are in "poor condition" but the picture they sent of my book is so blurry and unprofessional you can't even see the condition. The books I sent were in great condition and they now have my books hostage and are making me pay double what they are offering just to get them back.
Business Response
Date: 03/18/2024
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 to be sold at $20.78.

Upon processing, it appeared that the book Greek Mythology (ISBN: 9781609272128) had its quote adjusted automatically from $0.30 to $0.12, the book
Advocacy Practice for Social Justice (ISBN: 9781935871828) had its quote adjusted automatically from $0.83 to $0.33, the book EMDR Toolbox: Theory and Treatment of Complex PTSD and Dissociation: Theory and Treatment of Complex PTSD and Dissociation (Second Edition, Paperback) Highly Rated EMDR Book (ISBN: 9780826172556 ) had its quote adjusted automatically from $19.65 to $7.86 because we received the books with signs of water damage. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, as it is stated in our Terms & Conditions (bullet point #5). As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for the buyback program as the price applicable for them is too low, and they are not desirable by wholesalers and individual buyers. In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). 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. Please see the pictures of the item received attached below.

Since the quote was adjusted in the buyback order in question, the order stayed on hold since 03/04/2024 till 03/11/2024, 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. However, since no decision was made in the order details, the adjustment was accepted automatically by our system and the order was reprocessed on 03/13/2024. 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 has been processed and paid for. All the letters regarding the order were sent to the customer's contact email stated in the order details.

The customer did indeed contact our Customer Support via email concerning about the adjustments. The representative explained the situation with the quote adjustment and provided the evidence. However, please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustments made by the system.

All 3 items in order #******* were quoted in Used - Very Good condition. Per our existing policy, such a condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present. The above-mentioned description suggests that there should be no water damage, missing pages, or any other kind of damage to the book quoted in such a condition. Please also note that water damage includes wrinkled and curled pages, stains, yellowing, mold, color change. Meaning that the customer initially violated the agreement, given that the book received did not comply with the condition quoted initially.

The payment was successfully issued via PayPal to the email specified by the customer in their order details in the adjusted amount due to the above-mentioned reasons on 03/14/2024.

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:02/21/2024
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 sold books back to this company. They falsely claimed that one of the books wasnt authentic. I sent them a message complaining about it and then after they received the message, they went back and claimed another book wasnt authentic as if to purposefully antagonize me. The books I sent them were 100% authentic and they clearly are using the excuse that they arent to steal books. Shameful behavior for a company. This isnt the first time theyve done this to me but after this time I refuse to let them get away with it again and will no longer engage in any business with them.
Business Response
Date: 03/08/2024
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 *********************** to be sold at $277.76 (Initial offer: $283.15 - $5.39 insurance). Upon taking a closer look at the books, our processing department determined that 2 items, such as: Complex Variables and Applications (***** and *********) (ISBN13: 9780073383170) ; ********* and Cosmetic Ingredients Dictionary (ISBN13: 9781285060798) had their quotes adjusted since their authenticity could not be verified.

Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the 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. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. The customer was notified that the counterfeit copies were detected within buyback #******* the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.

In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:
1) Different cover coloring compared to the original;
2) Different binding glue used;
3) Poor printing, etc.;
4)Different paper quality.

The customer did indeed contact us via email and phone and the response was provided by our representative to the email address stated in their inquiry and their order details providing all the images confirming that the items in question are indeed counterfeit copies. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on 02/23/2024.

Five other books from the buyback order that were initially quoted in "Used - Very Good": Becoming a Supple Leopard 2nd Edition: The Ultimate Guide to Resolving Pain, Preventing Injury, and Optimizing Athletic Performance (ISBN: 9781628600834) ; The ******************** Pop-Up Book (ISBN: *************), The Journey from Texts to Translations: The Origin and Development of the Bible (ISBN: *************), Essentials of *********************** (ISBN: *************) Assessment in Speech-Language Pathology (A Resource Manual) (ISBN: *************) had their quotes adjusted automatically from $10.75 to $0.00, from $0.88 to $0.00, from $3.10 to $0.00, $10.97 to $4.39 and from $48.85 to $19.54 because we received the books with signs of heavy wear. 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.

Therefore, the initially offered quote was adjusted automatically for 5 books by taking into account the above-mentioned condition change.

Since the quote was adjusted in the buyback order, it stayed on hold since 02/20/2024 till 02/27/2024, 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 02/29/2024. 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 payment in the adjusted amount of $121.78 due to the above-mentioned reasons was successfully issued via PayPal on 03/01/2024 to the email address provided by the customer within order details.

Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publishers ( McGraw Hill) for official verification.
We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with ********* 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 *************** 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: 03/11/2024
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:

They have to send the books to the publisher in order to know if they are actually counterfeit or not. They lie and say they are counterfeit without being told so by the publisher. If I hadnt complained then they would not have sent the books to the publisher for them to be inspected. In fact, they routinely keep peoples books without having the publisher verify their authenticity

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

Sincerely,

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

Business Response
Date: 03/20/2024
Please be kindly advised that per 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.

The payment in the adjusted amount of $121.78 due to the above-mentioned reasons for buyback order #******* was successfully issued to the PayPal account provided by the customer on 03/01/2024.

The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.

Respectfully
******
BooksRun Team
Initial Complaint
Date:02/14/2024
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 sold a total of 10 books to BooksRun on 2/5/24 for a quoted amount of $317.18 to be paid to me by the company. Since the books have been received my total amount to be paid has been changed twice. On Monday 2-12-24 it was changed to $220.22 as book prices were adjusted. It was then adjusted again on 2-13-24 down to $203.89. After looking into the reason of the price dropping, the company stated that one of the books was unacceptable as the cover was separated from the pages. This particular book was sent in mint condition; it had barely been used at all and was not damaged in any form. They are saying they will now pay me $0 for the book and I will have to pay to have it returned to myself. The second price drop was in relation to a book that they said is a counterfeit book. They reported that they would now pay me $0 for this book nor would they send this book back to me. This book was ordered from a reputable source and was used for the intended course with no issues (it is not a counterfeit book). I have contact customer service multiple times to no avail. They told me they would send it his to a manager but even after my multiple phone calls and emails directly to the company, I have not been contacted by anyone. The company also had no paid me at all for any of the books that I sent to them for sell. At this point, I feel that they have no intention of paying me and truly, they owe me the $317.18 that was originally quoted and agreed upon. Can you please help me receive payment for the books of mine that they now have possession of. BooksRun order number: *******. Please contact me if you should need further information to assist with this issue. Thanks so much!
Business Response
Date: 02/27/2024
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 $317.18.

Upon processing, it appeared that the books Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************), Behavior Modification: Principles and Procedures (ISBN: 9781305109391) and Applied Behavior Analysis (ISBN: *************) had their quotes adjusted automatically from $56.94 to $0.00, from $25.15 to $10.37, and from $72.22 to $56.64 respectively because we received the books with signs of heavy wear. The images of the items in question were provided to the customer in their order details and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted, or such items may not be eligible for buyback at all.

Additionally, the item Ethics for Behavior Analysts (ISBN: 9781032056425 ) 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 (such as **************** etc.) and shipped from such countries as *****, ***** etc.

We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received.

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/return is available for such an item.

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 items in the buyback order in question was passed directly to Routledge for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Ethics for Behavior Analysts (ISBN: 9781032056425) is 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.

Since the quotes were adjusted in the buyback order, the order stayed on hold from 02/12/2024 until 02/15/2024, when the customer accepted the adjusted quote for the items Behavior Modification: Principles and Procedures (ISBN: 9781305109391 ) and Applied Behavior Analysis (ISBN: *************) through the notification letter which was sent to the email address stated by the customer on 02/12/2024.

The customer contacted us requesting free return of the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: ************* ). As a courtesy to the customer, one of our representatives has indeed processed the free return of the item in question. 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 as well, thus, there was an option to return the book after the compensation of the shipping cost.

Therefore, the order was reprocessed on 02/16/2023, and, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the orders in question are no longer eligible for a return under any circumstances, since they have been processed and paid for after the adjustment was accepted. All the letters regarding the orders have been sent to the customer's contact email address.

The payment was successfully issued via PayPal to the email specified by the customer in their order details in the adjusted amount due to the above-mentioned reasons on 02/20/2024. Meanwhile, the package with the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************) that had been requested to be returned was successfully delivered to the customer's address with the tracking number ********************** on 02/21/2024.

Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use.

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 TeamGreetings,

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 $317.18.

Upon processing, it appeared that the books Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************), Behavior Modification: Principles and Procedures (ISBN: 9781305109391) and Applied Behavior Analysis (ISBN: *************) had their quotes adjusted automatically from $56.94 to $0.00, from $25.15 to $10.37, and from $72.22 to $56.64 respectively because we received the books with signs of heavy wear. The images of the items in question were provided to the customer in their order details and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted, or such items may not be eligible for buyback at all.

Additionally, the item Ethics for Behavior Analysts (ISBN: 9781032056425 ) 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 (such as **************** etc.) and shipped from such countries as *****, ***** etc.

We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received.

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/return is available for such an item.

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 items in the buyback order in question was passed directly to Routledge for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Ethics for Behavior Analysts (ISBN: 9781032056425) is 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.

Since the quotes were adjusted in the buyback order, the order stayed on hold from 02/12/2024 until 02/15/2024, when the customer accepted the adjusted quote for the items Behavior Modification: Principles and Procedures (ISBN: 9781305109391 ) and Applied Behavior Analysis (ISBN: *************) through the notification letter which was sent to the email address stated by the customer on 02/12/2024.

The customer contacted us requesting free return of the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: ************* ). As a courtesy to the customer, one of our representatives has indeed processed the free return of the item in question. 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 as well, thus, there was an option to return the book after the compensation of the shipping cost.

Therefore, the order was reprocessed on 02/16/2023, and, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the orders in question are no longer eligible for a return under any circumstances, since they have been processed and paid for after the adjustment was accepted. All the letters regarding the orders have been sent to the customer's contact email address.

The payment was successfully issued via PayPal to the email specified by the customer in their order details in the adjusted amount due to the above-mentioned reasons on 02/20/2024. Meanwhile, the package with the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************) that had been requested to be returned was successfully delivered to the customer's address with the tracking number ********************** on 02/21/2024.

Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use.

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:02/06/2024
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 received a quote for textbooks and accepted it. The books were shipped and received by this company. The one book worth the most amount of money was said to be counterfeit, this was bought from an online seller for school. This book was identical to that of a friend who purchased from the bookstore at the college. Not one punctuation **** different. I was told the $60 would be taken off and the book would be disposed of, yet they offer no letter from the publisher affirming their suspicions, no write up or letter from who is authorized and experienced enough to determine such, and no explanation of exactly what was noticed counterfeit other then it appeared to be a replica which makes no sense. It was not a book worth 100's and therfore makes no logical sense for someone to reproduce as the cost would outweigh the profit. They are ridiculous with this and with so many complaint via this website and online better practices should be put into place or the business shut down. Will never use or recommend this business and will ensure everyone knows what they are doing.
Business Response
Date: 02/14/2024
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 8 items on our venue to be sold at $293.85 ($298.34 - $4.49 insurance = $293.85).

Upon processing, it appeared that the copy of item Social Statistics for a *************** (ISBN: *************) had its quote adjusted since its authenticity could not be verified.

Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).

Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.

The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher.

In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

Different color scheme of the cover;

Different glue used on the binding;

Poor quality of the print.

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.

The customer did indeed contact us via chat on 11/27/2023 and the representative reached to our processing team to obtain proof and requested the preferred source of contact from the customer, however, did not receive any response. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the email sent on 12/13/2023.

The payment was issued to the PayPal account provided by the customer for the 7 remaining ******************** that had been accepted within the order in the amount of $226.54 on 11/29/2023.

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:02/06/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent in my college books to sell I bought through the school website that I no longer need. I was told the amount Id be getting back in check form. I have not received that. It says the books were delivered January 24,2024 and that I was paid January 26,2024. I have not received any form of payment and they are also not answering any emails I have sent to them.
Business Response
Date: 02/14/2024
Greetings,

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

After the package of the order #******* was delivered to our facility and the books were examined, the order was processed and check #****** for the amount of $51.63 was successfully sent to the address the customer provided within the order details on 01/26/2024. 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 be delivered before or on 02/23/2024.

Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the check issued was sent to the address the customer provided within the order details on 01/26/2024. 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:01/25/2024
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.
On Jan 11, 2024 I was quoted ****** on 4 college books. I sent the books in the next day. On Jan 16th they emailed me saying my Biology Book which was brand new was damaged which is a total lie, and Psychology book purchased from the college bookstore brand new and used one semester was counterfeit. These are my daughters books which I purchased myself. After reading multiple reviews it seems this company takes the most expensive books (Psychology book was over ******) and deems them counterfeit to keep from having to pay the customer. They said they would not return my books either. Well I am not a child and they have to the end of this month to pay me what was quoted or return the books. This company should be shut down it is obvious what they are doing to college kids.
Business Response
Date: 02/07/2024
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 $101.98 ($105.16 - $3.18 insurance = $101.98).

Upon processing, it appeared that the quote for the item Biology 2e by OpenStax (paperback version, B&W) was adjusted due to the fact that this particular ISBN corresponds to a paperback edition; however, what we have received is a loose-leaf edition. Unfortunately, we cannot accept loose-leaf editions at the buyback price of paperback editions.

Furthermore, upon processing, it appeared that the copy of item Psychology (ISBN: 9781319132101 ) 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.

In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

Different color scheme of the cover;

Different glue used on the binding;

Poor quality of the print.

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.

The customer did indeed contact us via email on 01/16/2024 and the response was provided by our representative with all the relevant information and explanation attached. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on 01/26/2024.

The order stayed on hold since 01/16/2024 till 01/23/2024, 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. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 01/25/2024. 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.

We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.

We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.

However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.

Check #****** in the adjusted amount of $35.9 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address provided by the customer on 01/26/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the address stated to our location and the work of the mail carrier.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with 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: 02/08/2024
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, the Psychology book was purchase through ******************** brand new. I checked all of the books that were sent. The Biology book was also brand new. Their response to me was it was damaged which I know was not the case because once again I checked the books and packaged them. I have requested for them to send me the books back so she can sell them back to her book store. If you read their reviews which I wish I had everyone seems to be having the same issue. How easy is it to say a book may be counterfeit and keep brand new books that students have paid over ****** for and then re-sell them. ****, don't pay me for them but send them all back. I will not let this go because I am a grown adult, I can only imagine what they are pulling over on the students that only want money for the books they have purchased. Either pay me for the books sent or send me the books back. It's pretty simple.

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

Sincerely,

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

Customer Answer
Date: 02/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
The book is not counterfeit, it was purchased through her college. This is a way for you to keep the expensive books and s**** people out of their money. Number two, I have no received a check for anything. I want my books back of pay me for them. PERIOD

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

Sincerely,

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

Business Response
Date: 03/28/2024
Let us explain the situation incurred once again. Unfortunately, we are unable to compensate for the books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering.

Given the above-mentioned information, the case is considered closed from our side since all the evidence was provided to the customer after the investigation. Check #****** in the adjusted amount of $35.9 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 01/26/2024. According to our bank, the check in question was successfully deposited by the customer on 03/04/2024, 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

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