Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  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:02/21/2025

  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.

  The package is usually delivered to us within 2 - 7 business days Order is usually processed within 4 business days after delivery Tracking status: Delivered Feb 14, 2025 Estimated delivery Feb 14, 2025 Delivered Feb 14, 2025 ******** vehicle for delivery Feb 14, 2025 At local ***** facility (Delivery scheduled via ************, not US Postal Service)Feb 14, 2025 At local ***** facility Feb 13, 2025 Departed ***** location Feb 13, 2025 Arrived at ***** location Feb 13, 2025 On the way Feb 12, 2025 On the way Feb 12, 2025 Departed ***** location Feb 12, 2025 Arrived at ***** location Feb 11, 2025 Left ***** origin facility Feb 11, 2025 Arrived at ***** location Feb 11, 2025 Picked up Feb 06, 2025 Shipment information sent to ***** Track via ***** web site ***** tracking: ************ I shipped these books to books run on 2/6/25. This shows the tracking information and they did indeed the books. I was quoted $104.83 and then conveniently I was sent a message on 2/19/25 (13 days after I shipped these books via ****** that the MOST VALUABLE book I sent back, which I purchased brand new and never opened a single page or moved that book from the book shelf until I sold it to booksrun, smelled bad and they were now going to pay 0.00. If I wanted the book back (which I would not be guaranteed to receive the brand new book that I sent to them or based on the reviews, my book at all) I would have to pay them money. They stated donate this brand new book that "smelled bad" but refuse to state where, so that can be validated. Interstate commerce theft! they will not pay you money until you leave a review w/5 star or you will not get your money or they make up something else as to why they steal books. You should not be required to leave a review prior to receiving money. Now, they are not paying the money for my other books they have (*****). This is not okay and someone needs to do something. I know they have multiple BBB and FTC complaints for the same reason.

  Business Response

  Date: 03/06/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 4 items in "Used - Very Good" condition on our venue to be sold at  $104.68 ($107.87 - $3.19 insurance).
  
  Upon processing, it appeared that the quote for the item Fundamentals of Nursing, ISBN: ************* was adjusted due to the fact that we received a book with a strong smell.
  
  According to the current Terms & Conditions, books with any strong odor are not accepted within our buyback program or may have their quotes adjusted significantly. Thus, the customer initially breached the agreement by sending an unusable book. According to the buyback acceptance criteria, such items are not eligible for buyback program as they are not desired by wholesalers and individual buyers due to its condition. 
  
  Since the quote got adjusted on 02/19/2025 08:36 am, the order was put on hold for 7 days, 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 books that were not accepted was provided.
  
  However, the customer accepted the adjustment on 02/19/2025 01:06 pm, therefore, the order was reprocessed on 02/21/2025. 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 in the adjusted amount of  $69.63 due to the above-mentioned reasons was successfully issued via ****** the customer provided in their order details on 02/24/2025 09:32 am.
  
  Resolution: We cannot satisfy the customer's offered resolution, 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:02/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sent in 6 books to be bought by the company for a total of $205.69. They claimed they are counterfeit and have therefore confiscated my property and refuse to pay me or give me back my books. They are not counterfeit books, they were purchased online for school. This company is a scam, they literally steal books from individuals and claim they are counterfeit to avoid paying for them. Disgusting.

  Business Response

  Date: 03/04/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 6 items on our venue to be sold at $205.69:
  
  1) Desk Reference to the Diagnostic Criteria from Dsm-5-tr, ISBN: ************* for $19.18;
  2) Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: ************* for $21.50;
  3) ******* Essential Psychopharmacology: Neuroscientific Basis and Practical Applications, ISBN: ************* for $55.13;
  4) ****** & Sadocks Synopsis of Psychiatry, ISBN: ************* for $66.10;
  5) Child and Adolescent Behavioral Health: A Resource for Advanced Practice Psychiatric and ************ Practitioners in Nursing, ISBN: ************* for $22.05;
  6) Case Studies: ******* Essential Psychopharmacology: Volume 2, ISBN: ************* for $21.73.
  
  Upon processing, it appeared that items Desk Reference to the Diagnostic Criteria from Dsm-5-tr, ISBN: *************, Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: *************, ******* Essential Psychopharmacology: Neuroscientific Basis and Practical Applications, ISBN: ************* and ****** & Sadocks Synopsis of Psychiatry, ISBN: ************* had their quotes adjusted since their authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the **** Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. In case counterfeit books are detected in user's buyback order, they also approve that all items quoted become the property of BooksRun without any possibility of return and payment. 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 items were to be surrendered to the publisher on 12/12/2024.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to **************************, *** and ************************ for further investigation. Please be advised that it's a standard procedure that is usually done by us in the cases when the authenticity of the items cannot be verified, and usually it takes from a few weeks to a few months for the books to be examined by the publisher.
  
  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: 03/04/2025

  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 given no proof that my books were fraudulent. They are a scam and a thief. 

  They just take the items and claim fraud and never pay out. Show me the proof of your investigation! Or return my items . 

   

   

   

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

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

• Initial Complaint

  Date:02/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/2/25, I received a quote from this company for old textbooks. I never mark my pages, bend them, etc., so I listed them as "used acceptable" for the quote. This company has since responded one (the only book worth anything) was " unacceptable condition," and posted a picture of no damage, only markings from where the price tag used to be. I've reached out for assistance, but I am not hopeful they will rectify it. They offered for me to pay them more to send the book back to me. However, I would bet everyone I own that they will still sell this book at a profit. If I didn't have to pay for return shipping, I would gladly take the book back to donate it, as it's not about the money. I'm mostly frustrated because here's ANOTHER greedy company making money off duping the "little guy."Also, I've since learned others agree about their con because we pay them extra for "insurance," only for them to cheat us anyway and make us pay to return them, so there was no point in paying for the insurance. I've contacted them to correct this, but, based on other reviews, I'm not hopeful.

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items in "Used - Like New" and  "Used - Very Good" conditions on our venue to be sold at $28.57 ($30.46 - $1.89 insurance).
  
  Upon processing, it appeared that the book The Art and Science of Social Research (2nd Edition) (ISBN: *************) had its quote adjusted automatically from $24.20 to $0.00 because we received a teacher, instructor or professional edition instead of the US student edition initially quoted. The book was covered with stickers, under which there were markings such as Not for sale. We are currently able to purchase this particular item at the price provided inside your order, as buyback prices for custom editions are automatically determined by the system and are often much lower than for regular student editions or are most likely not eligible for buyback at all.
  
  Additionally, the item An Introduction to Interdisciplinary Research: Theory and Practice (Perspectives on Interdisciplinarity) (ISBN: *************) had its quote adjusted automatically from $5.96 to $4.67 due to such main reason: we received a textbook with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer.
  
  In order to determine which category the textbooks we receive fit, we use ****** guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the book in question was automatically changed from Used - Very Good initially quoted to Used - Acceptable, and its quote changed accordingly.
  
  Therefore, the initially offered quote in the amount of $28.57 was adjusted automatically to $3.08 by taking into account the above-mentioned condition change.
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold since 02/12/2025 till 02/19/2025, 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 02/24/2025. 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
  

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent booksrun my textbook as a buybuy and the company received in on January 12, per tracking. It has been over a month and I have yet to receive my payment for the textbook. Their site states that it takes 4 business days to process, I believe we are way over that time frame. I have sent multiple emails inquiring about payment, yet I have received no response. There is no phone number on the site for me to call and inquire about my payment. If you are not going to pay then send my book back.

  Business Response

  Date: 02/26/2025

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

  It appears that the customer quoted 1 item (Applied Behavior Analysis, ISBN *************) on our venue to be sold at $75.50 ($77.39 - $1.89 insurance). 
  
  However, the package with the order in question was never received at our facility and according to the tracking information attributed to the buyback order, the package was lost in transit due to a certain irresponsibility of the mail carrier. 
  
  Since the package was not received at our facility, the customer was notified via email in reply to their inquiries that, as the package was indeed insured, in order to make up for the inconvenience caused, the payment was successfully issued via ****** to the email specified by the customer in their order details in the initially offered amount due to the above-mentioned reasons on 02/21/2025.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the payment for order #******* was successfully issued via ****** on 02/21/2025 to the email address provided by the customer within order details. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booksrun offered to buy back my Civil Procedure textbook for an estimated $67.19, and they sent me a shipping label to send it to them. I sent it to them on January 6th, and it was delivered on January 15th per **** tracking # **********************. When I checked on the status, I saw that there were images of a book with broken binding, and BooksRun purported that to be my book (it wasn't--my binding was intact). It also said that they adjusted the price to $0 and that I accepted (I did not). They simply kept my book for zero compensation. I sent an inquiry on 2/7/25 through their website, but I havent received a response.On 2/12/25, I attempted to email them at ******************************* per their website, but the email kept going directly in my trash each time I sent it. On 2/14/25, I called them at ************** per their website, and they alleged that they sent an email to me on 1/15/25 stating that the price was adjusted and I had 7 days to accept or decline. I did not receive that email. I checked my spam folders as well. I demanded either $67.13 or my book to be returned and they said they would "look into it."

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted 1 ******************** in their buyback order in "Used - Very Good" condition on our venue to be sold at $67.19. This particular 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. 
  
  Upon processing, it appeared that the quote for  the  initially quoted item Civil Procedure: A Coursebook, Fourth Edition with PracticePerfect Civil Procedure, ISBN: *************, was adjusted due to the fact that we received book Civil Procedure: A Coursebook [Connected eBook with ************* (Aspen Casebook), ISBN: ************* with a different ISBN.
  
  Moreover, the item received had its quote adjusted automatically to $0.00  because we received the book with a broken binding and detached pages that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Pictures of the ******************** were attached inside the order. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ******************** with signs of heavy wear cannot be accepted for our buyback program or their quotes will significantly change. Therefore, the initially offered quote in the amount of $67.19 was adjusted automatically to $0.00 by taking into account the above-mentioned condition change.
  
  The fact that the book in question has broken binding and detached pages implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering.
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold since 01/15/2025 till 01/22/2025, 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 01/24/2025. 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
  

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I set up an online order with booksrun company to sell back textbooks. I received a packing slip complete with promised dollar amount for the books as long as the items were shipped and received along with a pre-paid shipping label. On February 3rd, I received an email stating that one of the many textbooks I sent was counterfeit. This is not possible as it was originally purchased from the publisher. I also received no information on the other books clearly received in the order. After receiving this strange email I googled the company and noticed that the BBB does not accredit this business and that it is marked as a scam. I am fearful that I have been scammed and as I could have taken my business elsewhere and would have, I am now awaiting payment and do not feel confident I will receive my check. I have already contacted the company with no reply. Thank you,***** *********

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:02/05/2025

  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.

  Dear *********** am writing to file a formal complaint against Books Run (website: booksrun.com) for failing to pay me the $61.49 they owe for textbooks I sent to them for resale. Despite following all the necessary steps outlined on their website and providing the required information, I have not received the payment for the textbooks I shipped to ********* are the details of the transaction:Transaction ID: #******* Date of Shipment: January 4th tracking number via ********* tracking: ********************** Books Sent: isbn ************* isbn ************* ISBN-13: ************* Agreed Payment: $61.49 Amount Paid: $0 Communication Attempts: I have contacted Books Run three times via email, but I have received no response to any of my inquiries. Additionally, Books Run does not provide a phone number for customer support, so I have been unable to reach them by phone.I am requesting the BBBs assistance in resolving this issue, as I have made several attempts to contact them without success. I have attached all relevant documentation, including tracking information, email correspondences, and any other supporting materials.Thank you for your attention to this matter. I look forward to your assistance in ensuring I receive the amount owed to me.Sincerely,****** ******

  Business Response

  Date: 02/19/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items on our venue to be sold at $61.49:
  1)  Intermediate Accounting, ISBN: ************* for $46.15;
  2)  ************** Accounting Book + Online (CLEP Test Preparation), ISBN: ************* for $9.21;
  3)  Looseleaf for **************** A Strategic Emphasis, ISBN:  ************* for $8.02.
  
  Upon processing it appeared that the item ************** Accounting Book + Online (CLEP Test Preparation), ISBN: ************* was missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the delay with the payment occurred due to the absence of the book. 
  
  Once the customer contacted us expressing their concerns regarding the payment, our representative has reached out to them clarifying whether the item has been left out of the package prior to shipment and whether we can proceed with finalizing the order without the book missing.
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred.
  
  Resolution:  We can indeed satisfy the customers resolutions just to make up for the situation, once a response is provided by the customer to our email. The payment can be issued once the absence of the item in question is confirmed by the customer or, in case the item was indeed included in the package, the matter can be investigated further with our processing team. 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:02/05/2025

  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.

  Buyback order #******* I sold a textbook to BooksRun, a company that buys used books, and they are now claiming that my book is counterfeit. I purchased this textbook directly from my university bookstore, so I know it is legitimate. Despite this, BooksRun is refusing to return my book or issue my payment.Complaint Details:Buyback order #******* , I sent my textbook, [Book Title and ISBN], to BooksRun through their buyback program. This book was originally purchased from my university bookstore, ensuring its authenticity. I even sent them the receipt of the purchase from the bookstore. However, after receiving my book, BooksRun notified me that they are classifying it as counterfeit. As a result, they are refusing to issue my agreed-upon payment and are also withholding the book itself.I have requested the return of my book if they will not pay me, but they have not complied. Their actions feel unfair and dishonest, as I sent them a legitimate book and the proof of purchase and am now left with neither my book nor my payment.I am requesting that BooksRun either:Return my book to me immediately.Honor the original agreement and issue my payment as promised.

  Business Response

  Date: 02/18/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 7 items on our venue to be sold at $245.94:
  
  1) Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, ISBN: ************* for $60.74;
  2) Dulcan's Textbook of Child and Adolescent Psychiatry, ISBN: ************* for $85.76;
  3) QuickSCID-5: Quick Structured Clinical Interview for Dsm-5 Disorders, ISBN: ************* for $25.78;
  4) ******************* Medicine for Mental Health Professionals, ISBN: ************* for $23.11;
  5) Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition, ISBN: ************* for $22.14;
  6) Clinical Consult to ************************************ for Nurse Practitioners, Second Edition A Convenient, Practical, and Portable Guide of the Major DSM-5 Disorders, ISBN: ************* for $17.16;
  7) Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: ************* for $41.73.
  
  Upon processing, it appeared that the item Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition, ISBN: ************* had its quote adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the **** Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on 02/06/2025.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to ***************************, ************************ for further investigation. Please be advised that it's a standard procedure that is usually done by us in the cases when the authenticity of the items cannot be verified and usually it takes from a few weeks to a few months for the books to be examined by the publisher.
  
  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:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before my classes started for the semester I rented a textbook on 1/3/2025. After the class started I found that I could no longer use the book. I searched the website to see the process for returning and obtaining a refund for the book. The was no reference for this. I contacted the company at the number identified on the website and there is no option to speak to a live person, only prompts that didn't address the issue of a refund. I tried contacting the company through the website on two separate occasions and the only response I received back from them was them asking me to confirm that my book had been received and to confirm that I am happy with their service. They never addressed my question regarding returning the book for a refund.

  Business Response

  Date: 02/13/2025

  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 01/04/2025 for the item Principles of Microeconomics (ISBN: *************), for 146 days with the due date stated as 05/30/2025.
  
  On 01/28/2025, the customer contacted us requesting return of the order. Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and offered a full refund of the rental price itself once the book is received back at our facility.
  
  Please be kindly advised that refunds are usually processed within 8-10 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, as soon as the items in the order are returned to our facility and checked into the system, the full refund of the rental price will be issued to the customer's initial payment method. However, we cannot reimburse the amount paid by the customer at the moment due to the fact that the order has not been shipped back to our facility yet.
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and ********, however, due to a high season, some issues might have indeed occurred. Still, a resolution was provided by one of our representatives and agreement regarding return and refund was reached. 
  
  Resolution: We have partially satisfied the customer's offered resolution as return instructions were provided and full refund for the order will be issued to the customer's initial payment method as soon as the package is received at our facility, despite the fact that we do not accept returns of rental orders for a refund since we do not reimburse any charges related to rental orders according to the current policy all our customers agreed to be bound by, in order 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: 02/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and they are attempting to resolve this matter. I have mailed the book back for return as instructed. This matter will be completely resolved once, as promised, my full refund minus shipping is completed.

  Thank you,

  Regards,
  
  *. ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/31/2025

  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.

  Date of transaction: 1/8/25. Booksrun bought 10 books, quoting me $255. Theyre claiming that 4 books were never received. Which happen to be the most expensive books. Ive contacted them multiple times and the customer support stated that the box was damaged. It was in perfect condition when I shipped it. Nobody has been helpful and they are withholding payment. Ive seen many other complaints about the same issue regarding Booksrun, it is a scam. I would like to be paid the quoted price they initially provided.

  Business Response

  Date: 02/13/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 10 items on our venue to be sold at $316.82:
  
  1) ******* Introductory Medical-Surgical Nursing, ISBN: ************* for $49.20;
  2) Mulhollands The Nurse, The Math, The Meds, ISBN: ************* for $24.05;
  3) Introductory Clinical Pharmacology, ISBN: ************* for $36.54;
  4) Introductory Maternity & Pediatric Nursing, ISBN: ************* for $36.05;
  5) Psychiatric-Mental Health Nursing, ISBN: ************* for $49.80;
  6) Fundamentals of Nursing: The Art and Science of ********************* ISBN: ************* for $51.52;
  7) Loose Leaf for Anatomy & Physiology: An Integrative Approach, ISBN: ************* for $30.12;
  8) Infusion Therapy Made Incredibly Easy (Incredibly Easy! Series), ISBN: ************* for $21.52;
  9) Contemporary Practical/Vocational Nursing, ISBN: ************* for $10.70;
  10) ******* Drug Guide for Nurses, ISBN: ************* for $12.81.
  
  Upon processing, it appeared that the books Contemporary Practical/Vocational Nursing, ISBN: ************* and Introductory Maternity & Pediatric Nursing, ISBN: ************* had their quotes adjusted automatically from $10.70 to $8.56 and from $36.54 to $29.23 accordingly due to such main reason: we received textbooks with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. 
  
  Additionally, the items ******* Introductory Medical-Surgical Nursing, ISBN: *************, Mulhollands The Nurse, The Math, The Meds, ISBN: *************, Introductory Maternity & Pediatric Nursing, ISBN: ************* and Psychiatric-Mental Health Nursing, ISBN: ************* were missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the absence of the books influenced the total offer as well.  The customer did indeed contact us via phone on 01/24/2025 about the payment. We have contacted our processing department and had our processing manager look for the missing items at our facility, however, we were unable to find them anywhere.
  
  Please note that the box was delivered to us in very damaged condition. Though the shipping label was provided from our side, the package was shipped directly from the customer, we do not have any opportunity to check and know for sure what happened with the books in the process of shipping and how securely they packed the books. However, the guide on how to pack books to prevent losses and damage during shipment is presented on our website (*************************************************************************). The screenshots of the package received from our processing facility's camera footage were provided to the email address of the customer on 01/30/2025. The screenshots are also attached to this response. It is clear from the footage that the box was damaged in transit and 4 item quoted were missing. 
  
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging. Therefore, the customer was advised to contact the mail carrier to address the issue.
  
  The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders that may be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment for the item not received. 
  
  Still, in order to make up for the inconvenience caused, the payment was successfully issued for the received items via ****** to the email specified by the customer in their order details on 01/31/2025. However, since the insurance was not purchased, the payment for the books that were not received at our facility cannot be issued since such actions could be viewed as fraud or money laundering.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates as the company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or money laundering. 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: 02/13/2025

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

  [Your Answer Here]

   

   They damaged my package. When it arrived to the **** facility where they personally picked it up from, the package was in the condition in which I sent it. The damage they claim, was caused by the company. The damage occurred in their possession. Booksrun has done this to many others before. They have claimed damaged packaging, missing books, water damage, etc. I want my full expected quote. Those books costed me $1,500+ out of pocket, & I received $96.. its a joke.

   

   

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

  
  Sincerely,
  
  **** ***
  
  
  
  
   
  

  Business Response

  Date: 02/26/2025

  All the information regarding the missing items was provided to the customer by our customer support representative in the email sent on 01/30/2025. Please note that if any further information was required by the customer, and they were willing to cooperate with us and file a claim with the mail carrier, they should have got in contact with us shortly after the interaction via email took place while it was still possible to work with the mail carrier and find a resolution. Since we have not heard back from the customer, it can be considered as a refusal to cooperate since no opposite intentions were expressed by the customer. 
   
  Due to the fact that the customer did not insure the package, their order is not subject to direct reimbursement. An option to insure the package was available within order details, as we do offer the insurance for buyback orders that may be purchased by the customer separately. However, the insurance was not purchased by the customer.
  
  Please be kindly advised that the payments for the books that were not insured and not received cannot be issued since such actions could be viewed as fraud or money laundering. Therefore, the case is considered closed.
  
  Respectfully,
  *****
  BooksRun Team