Complaints

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

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  Booksrun.com Inc.

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

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

• 

  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:01/22/2024

  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 mailed books to books run with the expectation that I would receive a check within 3 to 4 business days and it is been well over that amount of time.

  Business Response

  Date: 02/02/2024

  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 buyback order #******* for the amount of $163.52 was successfully sent to the address the customer provided within the order details on 01/16/2024. 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 02/13/2024. According to our bank, the check in question was successfully deposited by the customer on 01/29/2024, which implies that the payment was received by the customer within the estimated time of arrival.
  
  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 successfully deposited by the customer on 01/29/2024. 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:01/05/2024

  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.

  This is a scam company. There is no way of reaching them except by email and if you email them, they do not respond. If you want to call it a company, they are perfectly aware of the is***s that you will have because it is facilitated by them. They offer a very cheap rental service and then put you in a position with a return label knowing full well that you will be charged for the book when you return it. I have filed a dispute with the **** and my bank. I have read other reviews, and this is common. I have contacted them, and they do not return emails. They have also set up a fake review site with a phone number so that you are constantly caught in a loop. They can keep the initial rental money, but the 107. 63 I want back. I will *** them if need be. I have relatives in ************ and it is time for a visit, I could go to small claims court while I am there. This company states that as long as you return the item before the due date, you will not be charged. I mailed the item before the due date. I emailed them to find out why it was not tracking. I have not received a response and now they will soon be in possession of my property. I will *** them for the money and I have scoured the website for fine print. There is none. Just more scams. I have emails and report numbers that I can use in court.

  Business Response

  Date: 01/19/2024

  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 09/21/2023 for the item ***************************** Technology with Online Access: An Applied Approach (ISBN:  9781584267201) for 84 days, with the due date stated as 12/14/2023.
  
  The books were shipped to the customer on 09/23/2023 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 09/28/2023 at 11:38am (************************************************************************************** ).
  
  Since the deadline for the order in question was stated as: 12/14/2023, 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. 
  
  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, 12/30/2023). 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 12/29/2022 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item ($107.63) 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.
  
  Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. According to our Terms & Conditions and also the information presented in the letters that were sent to the customer, in case the rental is not postmarked before the final deadline, the purchase price fee is charged automatically. In case with the book in question, the purchase price was charged on 12/30/2023 since there were no updates in the tracking information. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is generated but not used.
  
  The customer contacted us via email on 12/28/2023 concerning about the absence of the tracking updates for the shipping label attributed to the order. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). Once the item was checked back at our facility, the refund of the purchase price charged was successfully issued to the customer's initial payment method. 
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the full refund of the purchase price charge has been successfully issued to their account. 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:01/02/2024

  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 completed a sell back book order for Booksrun.com - the initial quote was $125. Alright, I needed the extra money so I packaged them up and sent them in. Patiently waiting for them to send me my sell back amount, I get an email stating that prices were adjusted and that some books were counterfeit when they were not, so the price adjustment went from $125 to $20. This company just completely ripped me off, and refused to return the books to me that they claimed were counterfeit. Absolutely stole from me as these were books I purchased for past college courses. Stop them before they continue doing what they are doing to college students!

  Business Response

  Date: 01/11/2024

  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 *********************** to be sold at $124.33. Upon taking a closer look at the books, our processing department determined that 5 items, such as:  2 copies of the item The ******* Guide to Antimicrobial Therapy 2021 (ISBN:  9781944272173), Pocket Medicine: ********************************** Handbook of Internal Medicine  (ISBN:  9781975142377),  Designing Effective Instruction  (ISBN:  9781119465935),  "They Say / I Say" with Readings (ISBN *************) had their quotes adjusted since their authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the 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. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. The customer was notified that the counterfeit copies were detected within buyback #******* the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.
  
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer, however, we have not received the detailed information.
  
  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) In the original item the access code is printed directly on the cover and not on the separate stickers and is covered by the scratch film, not a sputtering layer;
  4) Poor printing, etc.;
  5) Different font size;
  6)Different paper quality.
  
  Two other books from the buyback order that were initially quoted in "Used - Very Good":  Anatomy and Physiology by OpenStax (Official Print Version, hardcover, full color) (ISBN: *************), Multicultural Health  (ISBN:  9781284021028) had their quotes adjusted automatically from $8.83 to $3.53 and from $1.18 to $0.47 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 2 books by taking into account the above-mentioned condition change.
  Since the quote was adjusted in the buyback order, it stayed on hold since 01/02/2024 till 01/02/2024, 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, the customer accepted the adjustment on 01/02/2024, therefore, the order was reprocessed on 01/03/2024. 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.
  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 24h a day. 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.
  
   The payment was issued to the PayPal account provided by the customer for the 5 remaining ******************** that had been accepted within order in the amount of $21.2 on 01/04/2024.
  
  However, just to be sure, the items have indeed been sent to the publishers (Antimicrobial Therapy, LWW, ****** *********************** & Company) 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 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:01/02/2024

  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.

  This business quoted a buyback amount for a textbook at $46.55 minus the cost of shipping. This book was sent to them by me in excellent condition. I subsequently received an email from them stating that they were reducing the cost of what they would be paying me for the book to $18. 62 stating that they received the book in poor condition. They included a photo of a sliced back cover of my book, which is very obviously something that was done by whomever opened the package when they received it from me. It is very obvious in the photo they sent me, that this sliced back cover was done from a box cutter and that the slice was new, as there was no fraying etc. Unfortunately, after reading other reviews it appears that mine is not an isolated incident, and that cutting their book buyback payments to 60% less than what was quoted to the customer is standard operating procedure for this business. This is a form of consumer deception and is a illegal and unfair business practice.

  Business Response

  Date: 01/12/2024

  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 in "Used - Very Good" condition on our venue to be sold at  $94.11 ($96.00- $1.89 insurance = $94.11).
  
  On 12/28/2023 the package under the shipping label attributed to the order in question arrived at our facility, however, one of the items was damaged in the process of receiving the package. Our processing team is working hard to process all orders speedily though carefully, still, some issues may occur due to the high volume of buyback orders being processed at our facility.
  
  Check #****** for buyback order # *******   for the adjusted amount of $66.18 due to the above-mentioned reasons   was successfully sent to the address the customer provided within the order details on 01/09/2024. 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 02/06/2024.
  
  The customer did indeed contact us via email on 12/29/2023 when the order was put on hold. Thus, in order to assist the customer correctly, one of our representatives has checked the security cameras from our processing facility in order to make sure that the item ************************ With an Introduction to Prenatal and **************** With an Introduction to Prenatal and *************** (ISBN: *************) was indeed damaged after the delivery.
  
  Thus, by taking into account all the information provided by the customer in the correspondence with our representative as well as photos and video from our security cameras, it was decided that, in order to make up for the inconvenience caused, the payment in the amount of $27.93 can be issued by check to the customer's shipping address in order to reimburse for the damaged item. The customer confirmed that such a resolution was suitable and therefore, the check #****** was successfully sent to the address the customer provided within the order details on 01/11/2024.
  
  Resolution: We have issued the custom payment by check in the amount of $19.70 and sent it to the customer's shipping address just to make up for the situation which should not affect our business rates, since they confirmed that such a resolution chosen by us in this case is satisfactory.
  
  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:11/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They almost halved the amount they originally intended to provide me for books I was selling to them. The books had never been used and were new. They instead indicated that one of the books is in used condition. When requesting to get them returned to me they, they are requesting that I pay almost $13 for shipping for these two books.

  Business Response

  Date: 12/21/2023

  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 $32.03.
  
  Upon processing it appears that 2 books ( En Comunidad: Lessons for Centering the Voices and Experiences of Bilingual Latinx Students   ISBN:  9780325112480  ;  Courageous Leadership in ************************** Taking a Stand for Social Justice ************************** Series)   ISBN:  9780807757413 ) had their quotes adjusted automatically (from $13.93 to $5.46; $ ****  to $1.99) because we received books with signs of heavy wear that did not correspond to "Used-Like New" condition 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 11/29/2023,  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 12/08/2023. 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.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 12/21/2023

  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 books that were sent did not have wear as they described. in fact, they were unused  

   

   

   

   

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

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

  Customer Answer

  Date: 01/11/2024

  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:

  The books did not have heavy wear as the business indicated  they were never used.  In order to get them returned to me, they charge an unreasonably high price for postage  

  
  

   

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

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

  Business Response

  Date: 02/07/2024

  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. The payment for the adjusted amount was issued via PayPal to the account stated by the customer, which implies that the payment was received by the customer and the case was closed from our side.
  
  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:11/28/2023

  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 rented a book from BooksRun that I immediately returned for a myriad of reasons. I was told I could return for a full refund. Within a week, the company received my return and confirmed. They never refunded my money. I finally filed a dispute w my bank. BooksRun reached out to me and asked me to cancel the dispute and they would refund me. I canceled the dispute and they never refunded me. Violation of consumer protection laws. I have tens of emails back and forth showing that they promised me a refund and never gave one. Will prove if necessary.

  Business Response

  Date: 12/07/2023

  Greetings,
  Please be kindly advised that as an experienced and established participant at the textbooks market, we are eager to provide high-quality service to our customers, and we have no interest in deceiving our clients. We strive to sustain our earned reputation among other established companies, and we continue to work hard to keep our policy as transparent as possible.
  Please be informed that the customer, ***************************, placed a rental order #******* for the item Torts, A Contemporary Approach (Interactive Casebook Series). When placing the order, the customer agreed with our policy (********************************************************), which states that items rented may correspond to any condition between New and Used - Acceptable. In concordance with the accepted policy, the rented item in Used - Acceptable condition was sent.  This particular condition implies a certain degree of tear and wear, some markings, highlighting, stains, bent corners, etc. However, all the text should be legible and all pages included.
  According to our records, the customer sent an email inquiry to ******************************* on Aug 29, 2023, asking for a return of the item. Before we replied to their inquiry, ****** reached out to us via phone on August 30, 2023, asking for the return instructions. We provided them with our return guidelines for discretionary returns, paying their attention to the fact that according to our Terms & Conditions, all our customers agree with, shipping costs for discretionary returns are not covered by BooksRun, and we do not refund any charges related to rental orders; however, we are ready to consider the option of a partial refund. This fact was taken by them negatively and they reported that the book was received not in expected condition. We replied to them asking for pictures of the damaged parts of the item in order to see the degree of damage and provide a prepaid return shipping label in case the book was indeed received not in the condition ordered. However, the customer hung up the phone and refused to cooperate on the matter at hand while the solution greatly depends on the thoroughness of the facts submitted by the customer to the case and their cooperation. 
  Right after the call, a follow-up email was sent to the customer's email address stated in the order details ************************** in order to proceed with the investigation, but the customer never replied, making our further assistance limited. 
  The item Torts, A Contemporary Approach (Interactive Casebook Series) (ISBN-13: *************) was returned to us on Sep 7, 2023, and the representative from our processing team documented that the book was returned exactly in the same condition as it was ordered, to be more precise, in "Used - Acceptable" condition. The order was checked into our system as a usual rental return for which refunds are not provided as the customer left our email from August 30, 2023 without an answer and didnt provide a return tracking number, which is required in case the customer wanted to send the item back for a refund.  
  On Oct 19, 2023 we received a call from the customer where they stated that the book was returned and they would like to receive a full refund with the return shipping costs reimbursed. Please take into consideration the fact that they performed an unauthorized return since they initially refused to send the book with their own label in accordance with our return policy for discretionary returns, and they never notified us that the book was shipped back to us. In case they wanted to send the book back to us for a refund, the pictures of the item should have been provided, and a return tracking number should have been sent to us. Moreover, the amount of a refund was never discussed since we do not refund rentals according to our existing policy, and we needed to investigate this case properly in order to state the percentage of the partial refund we can provide the customer with in the arisen circumstances.
  On Oct 20, 2023, we sent a follow-up email to the customer pointing out that our emails were left with no reply from their side, no pictures of the book were provided, and our policy was violated which made our further assistance limited. Moreover, according to the data provided by our financial department, on September 14, 2023, we received a notification that the customer disputed the initial charge of $58.74 with the bank with the reason "Credit not processed, which made our funds frozen and we informed the customer that we need to receive a bank's resolution so that further assistance could be provided.
  During the conversation, which is still in progress, the customer rejected that the pictures of the book were requested, stated that our initial email went to spam and they were not aware of the correct return guidelines, and declared that a full refund was promised which is a misrepresentation of the case. Please see a conversation with the customer in the attachments to this email to confirm our words. 
  Moreover, the customer stated a few times that they were asked to close the dispute, and they reached out to the bank to close it upon our request, which is also not true. In our email from Oct 20, 2023, we informed that the dispute is still under review, and we are awaiting the bank's statement regarding their claim as our further assistance depends on their decision. Then, on Oct 25, 2023, the customer was advised that: "According to the latest updates, the bank's resolution has not been received by us yet. Unfortunately, we do not have access to a refund option until we get a direct letter from them. Hence it is needed to wait for their final statement".
  On Oct 26, 2023, the customer assumed that they had cancelled the dispute, and on Nov 9, 2023, they sent us the screenshots with the ************** resolution. By taking a closer look at this document, it appears that the dispute was closed upon the banks investigation (not upon the customer's request) on Oct 18, 2023, and they confirmed that the dispute is irrelevant.
  We want to draw your attention to the fact that the customer's statement that we are not ready to provide them with a refund is also misleading as on Nov 16, 2023, we offered them a 35% refund despite the fact that our policy was rudely violated, but the customer left unsatisfied with this resolution. Since we are always open to cooperation, the case was reviewed by the supervisor, and the final offer of a 40% refund was made to the customer on Nov 20, 2023; however, the customer rejected it and filed a consumer complaint refusing our help.
  Despite us keeping the customer updated on their case via email, they spam us with messages and calls, overusing our system.
  Additionally, the banks resolution was received by ****** on October 18, 2023, and the customer hadnt reached out to us before October 19, 2023, when they had all the opportunities to do that beforehand, which is proved by their active communication with us after October 19, 2023. This fact makes us assume that the customer tried to receive a refund through the bank without cooperating with us and notifying us about this fact, but after they received a banks response regarding the credit that should not have been processed, the customer decided to extort this amount from us.
  Please note that disputes with the bank are challenging for our business, and regardless of the bank's resolution, we suffer losses in dispute fees. Moreover, since the bank was involved, our company is not obliged to act in contradiction to the banks decision and in violation of our own policy. Nevertheless, to resolve the matter amicably, we offered a partial refund even though, as was mentioned earlier, according to our policy, rental orders are not eligible for a refund at all, and the customer rudely violated a few points from our policy to which they agreed placing the order and were not eligible for a refund. 
  Be advised that our resolution remains the same: We cannot satisfy the customer's offered resolution for a full refund since the pictures of the item received indicating the damage were not provided, the customer performed an unauthorized return, a dispute with the bank was opened, and the customer acted against our existing policy. 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 to protect both the customers' and sellers' rights.
  Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  Respectfully,
  ******
  Customer Support Team
  

• Initial Complaint

  Date:11/13/2023

  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 a used textbook from BooksRun (a book buyback online store) on 10/26/2023. I shipped the book to them on 10/31/3023. The quote was for $58.80 (less $1.89 for insurance) which I would paid once they received my book. On 11/06/2023 I received an email from Booksrun stating my buyback order required attention. They claimed my book was damaged & reduced my quote to $23.52 (less $1.89 for insurance). A whopping 60% reduction to the original quote. They provided two photos of the very back page of the book, a single white blank page that only exists for binding purposes - not at all part of the text itself. It's difficult to even see what is wrong with the page as the images are of poor quality & fuzzy. It is not even evident the book pictured is the book I shipped to them. In the email, BooksRun did not state what was wrong with my book, they simply downgraded the quality of my book from Very Good Used Condition to Poor Condition & reduced my quote by 60%. There was nothing wrong with the book I shipped to BooksRun. It was in very good used condition, it had no stains or markings, no highlighting or writing, no rips or tears, & the binding was intact. BooksRun uses shady tactics in an effort to defraud their customers, recoup their shipping costs & turn more of a profit. They promise their customers good deals on their used textbooks & once their customers ship their books to them in good faith that BooksRun will treat them honestly & respectfully, BooksRun then manufactures fictitious claims the books are damaged in some way (possibly damaging the books themselves), greatly reducing the original quotes, leaving their customers to either accept being ripped off or having to pay to have their books shipped back & then having to spend their time & energy selling their book to another company. They operate on the knowledge that most people will just accept being ripped off than to have to take more time out of their busy lives to fight them.

  Business Response

  Date: 11/28/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted the item Radiography in the Digital Age: Physics Exposure Radiation Biology Third Edition  (ISBN:  9780398092146 ) on our venue to be sold at $56.91 ($58.80 - $1.89 insurance).
  
  Upon processing it appears that the book Radiography in the Digital Age: Physics Exposure Radiation Biology Third Edition  (ISBN:  9780398092146 ) had its quote adjusted automatically from $58.80  to $23.52 because we received the book 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). 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 with the water damage stated. 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). 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. Please see the images of the item received attached to our message.
  
  The customer reached out to us expressing their concerns regarding the quote adjustment on 11/06/2023. The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate once the order was placed, according to which free returns for books that had their quotes adjusted are not provided and all the returns are made only after the reimbursement of the return fee by the user. However, as a one-time courtesy, one of our representatives has offered free return of the item Radiography in the Digital Age: Physics Exposure Radiation Biology Third Edition  (ISBN:  9780398092146 ) to the customer's address. The customer did not accept this offer, thus, the quote was accepted automatically as no action inside order details was taken by the customer.
  
  
  Since the quote was adjusted, the buyback order stayed on hold since 11/06/2023 till 11/13/2023, 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, no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 11/15/2023. 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 have been sent to the customers contact email address.
  
  
  The payment in the adjusted amount of $21.63 ($23.52 - $1.89 insurance) due to the above-mentioned reasons was successfully issued via PayPal on 11/16/2023 to the email address provided by the customer within order details.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with 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: 11/30/2023

  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:

  [BooksRun is lying about the "water damage". There was no damage of any sort to the book I shipped them. BooksRun is ripping me off to make more profit for themselves.]

   

   

   

   

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

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

• Initial Complaint

  Date:11/08/2023

  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 date (October 27, 2023) that I sent the 3 *** book in new shrink-wrap. They said they would paid $***** but before they even got the books they said they were counterfeit. The **** tracking information stated that it hadn't been received by them. So, when I emailed them and told them that I have been in contact with the *** publishers and they had told me how to tell if they were counterfeit and these won't. I also asked them what did they discover that made them think that the books were counterfeit. I, also sent them another email stating that they hadn't received the books yet. So, they would know if they were counterfeit. Today, I went to check to see if they had responded to my emails. At first the the website wouldn't recognize my login information. So, I decided to reset my password and then tried to login in with the new information. It then stated that my User Account is disabled. They will make triple off of the books and they can't send me *****. I can't contact them because they disabled my account. I think ************************ should remove them from their website. I dealt with the Booksrun in ************. I choose that location but the website changed it to the ******** location.

  Business Response

  Date: 11/21/2023

  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 $11.42.
  
  Upon processing it appeared that all the 3 copies of the item Publication Manual (OFFICIAL) 7th Edition of the ********************************** (ISBN:  9781433832161 ) had their quote 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. ****. 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.
  
  In this case, the books were 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 page formatting in the inauthentic copy due to the defect 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 items were handled in concordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us via email on 11/02/2023 ,and the response was provided by our representative on 03/02/2023 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 11/15/2023.
  
  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

  Customer Answer

  Date: 11/30/2023

  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.I hope that they did send the books back to the publisher.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/27/2023

  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.

  Sent books for buyback included the original order in the box for several books. The postage for the original order was inadequate and I requested a new postal label. They changed the order on me without asking of giving me a new invoice and only gave me money for two of the several books I sent. I consider this fraud and theft.

  Business Response

  Date: 11/06/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 5 items in "Used - Acceptable" condition on our venue to be sold at $29.11 ($31.00 - $1.89 insurance = $29.11).
  1. Saxon Math, Intermediate 4 (Student Edition)
  2. Advanced Mathematics: *************************** 2nd Edition
  3. Algebra 1: *************************** 3rd Edition (Saxon Algebra 1)
  4. Algebra 2: ************************** (Saxon Algebra)
  5. Saxon Algebra 2: *************************** 2nd Edition
  
  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 17.87 lbs. However, on 09/26/2023 the customer contacted us requesting a new shipping label that covers 20 lbs. One of our representatives has indeed provided the customer with a new shipping label for buyback order #******* that covers ******************************************************************************************************************** the order were made by the representative while generating a new shipping label.
  
  Upon processing it appeared that the book Saxon Math, Intermediate 4 (Student Edition) (ISBN: ************* ) had its quote adjusted automatically from $6.58 to $3.29 and the book Algebra 2: ************************** (Saxon Algebra) (ISBN: 9781565771406) had its quote adjusted automatically from $9.68 to $4.84 because we received the books with signs of heavy wear. 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.
  
  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 books that were not accepted was provided.
  
  However, the customer accepted the adjustments on 10/23/2023, therefore, the order was reprocessed on 10/25/2023. All the letters regarding the order have been sent to the customer's contact email address.
  
  Therefore, the initially offered quote in the amount of $29.11 was adjusted automatically to $20.98 by taking into account the above-mentioned condition changes.
  
  Check #****** for buyback order #******* for the amount of $20.98 was successfully sent to the address the customer provided within the order details on 10/27/2023. 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 11/24/2023.
  
  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 was indeed sent to the customer on 10/27/2023. 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:10/26/2023

  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 was charged the full purchase price for two rental textbooks after I called customer service weeks before the deadline and set up two $15 extensions with them. I called Booksrun customer service this morning to dispute the charge, and they said they didn't have a record of the extension plan I set up. Update: They emailed me to say that they do not provide refunds even though they made these unauthorized charges to my account in error, and confirmed that I did request the rental extension as I explained above. This is a scam.

  Business Response

  Date: 11/09/2023

  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 07/12/2023 for 2 items: Family Assessment Handbook: An Introductory Practice Guide to Family Assessment (ISBN:  9781285443973 ) for 90 days and  Empowerment Series: Social Work with ********************* Practice and ********* (ISBN:  9781337567916 ) for 90 days with the due date stated as 10/10/2023.
  
  The books were shipped to the customer on 07/13/2023 and according to the information provided by the mail carriers within tracking numbers ******************************; ********************** attributed to the order, the packages were delivered to recipient address on 07/19/2023 at 11:12 am (***************************************************************************************** ; *********************************************************************************)
  
  Since the deadline for the order in question was stated as: 10/10/2023 for both items, before or on this date the books were supposed to be returned to us.
  
  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, 10/25/2023). 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.
  
  The customer contacted us via phone on 10/11/2023 requesting the rental period for both items in the order to be prolonged till 12/08/2023. One of our representatives has offered the following option of extension: the customer would prolong the rental period for 30 days for each item ( full cost of these extensions would be $60) inside their order details and the rest 30 days (15 days for each item) would be added to the rental period free of charge from our side. Please be kindly advised that our customers have an opportunity to extend their rental period directly in their order details ($15 for 15 days).
  
  However, since the conditions agreed upon with the representative were not followed by the customer, the rental period was not prolonged and the expiry date remained stated as 10/25/2023. Due to the fact that by 10/25/2023 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 items ($63.02 +$97.33) was charged on 10/26/2023. 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. 
  
  After the purchase charge was applied, the customer contacted us via phone on 10/26/2203 concerning about the charge applied as they believed that the rental period was prolonged till 12/08/2023 upon their previous phone conversation. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). They allowed the buyer to return the books in question with further compensation of the purchase price amount ($63.02 +$97.33), once the items are checked back at our facility. 
  
  Please be kindly advised that refunds are usually processed within **** business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned.  Thus, since both items were returned to our facility on 11/07/2023, the purchase price charges were successfully reimbursed to the customer's initial payment method on 11/08/2023. 
  
  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 full refund of the purchase price charge has been successfully issued to their account. 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