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:01/30/2025

  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.

  They buy books from people. I sent them a brand new unopened $200 electrical book and they said they werent sending me any money and kept it they said it was fake. It definitely was not fake.

  Business Response

  Date: 02/12/2025

  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 the item NFPA 70, National Electrical *********** 2020 Edition to be sold at $84.25. Upon taking a closer look at the books, our processing department determined that the item 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. 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 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.
  
  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
  

  Customer Answer

  Date: 02/12/2025

  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]

   

   

   

   

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

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

• Initial Complaint

  Date:01/28/2025

  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.

  - Order ********* Jan 08, 2025 03:01 pm EST was made on Booksrun.com - We received the package from **** on Jan15th - The package only had packaging materials and no books.- We contacted ******************************* 4 times, 2 times through online contact form and 2 times on email ******************************** They never responded back.- We would like to get a refund as we had to order books from another source as my classes had already started.

  Business Response

  Date: 02/10/2025

  Greetings,
  
  Please let us explain the occurred situation with order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed an order on 01/08/2025 and the items were shipped to the customer on 01/09/2025. According to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 01/15/2025 at 11:15 am (********************************************************************************).
  
  The customer reached out to **, providing the information that the package was received without contents. Upon receiving the pictures, confirming that the package was indeed delivered empty, the representative stated that we are ready to issue a full refund if they submitted the missing mail search request with the mail carrier, and the instructions on how to do that were provided to the customer. 
  
  Resolution: We can indeed satisfy the customer's offered resolution once the Case ID is supplied from their side. 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:01/28/2025

  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.

  1/17/2025 Sent a textbook to booksrun and recieved an email saying it is a counterfeit book when it was bought at the bookstore on campus. I paid for the shipping and now wont get they money they owe me

  Business Response

  Date: 02/10/2025

  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 the item Understanding Research Methods to be sold at $44.45. Upon taking a closer look at the books, our processing department determined that the item 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. 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 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.
  
  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:01/16/2025

  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.

  I sold BooksRun two copies of the same textbook, *******************: A Practical Guide, ISBN *************. One copy was mine off of Amazon and another was my classmate's who purchased it from eCampus (our school's online bookstore). They are refusing to pay out any money because they are claiming both copies are counterfeit.I should have done my research, since there are literally hundreds of accounts (on Reddit primarily) detailing them doing this to other students.I plan on filing a fraud report with the *** and also submitting a complaint to the *************************************** (where they are located) as well as Maine's (where I am located).I have given them the option of sending my textbooks back and they have yet to respond.

  Customer Answer

  Date: 01/17/2025

  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:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold textbooks to Books Run and followed their directions specifically for sending multiple boxes. I sent TWO boxes, using one shipping label as directed. The directions stated that shipping fees for the second box may be deducted. One box was received on 12/26, the other 12/27. I never received payment. I emailed the business 7 times, called multiple times before finally getting someone on the phone 01/06. At this point the business informed me that they did not receive the second box, although their tracking stated it was received. I was told they lost the second box and would only pay me for the first box of books. They said their directions do not say to use the same label, I showed them that it does in a screen shot. They changed my order and changed the policy after I showed them, thinking they were covering up. After several calls, I get an email with a picture of an arm reaching into a box stating they found my third box and all the books were missing. There was no third box and the picture they sent was not demonstrating anything. They stole over $150 worth of books and changed the order so every book they lost now says they owe me $0.00. They are refusing to answer me, send my books back or reimburse me for my property. This is theft. They are covering up that they lost my books.

  Business Response

  Date: 01/22/2025

  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 24 items on our venue to be sold for $347.02. The system estimated the weight of the package and provided one ***** Ground label for up to 70 lbs. According to our policy, each label should only be printed once. If a customer requires additional labels, they need to contact our Customer Support Team so that they could ensure the correct shipment.
  However, according to the information supplied by the customer during a phone call with one of our representatives, they printed the same label three times and shipped 3 separate boxes with the same tracking number ************ (*****************************************************************************************). Three boxes were indeed delivered to us. The first one was received on our facility on 12/27/2024 and contained the following books:
  
  Qualitative Inquiry and **************** Choosing Among Five Approaches (ISBN13: 9781412995306);
  Qualitative Inquiry and **************** Choosing Among Five Approaches (ISBN13: 9781506330204);
  Strategies for Theory Construction in Nursing (ISBN13: 9780134754079);
  Best Practices in Teaching Nursing (NLN) (ISBN13: 9781975232207);
  Academic Leadership in Nursing: Effective Strategies for **************** and Leaders (ISBN13: 9780826134523);
  The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations (*** Leadership Challenge: Kouzes/Posner) (ISBN13: 9781119278962);
  ********* That Work: A Guide for Planning Dissertations and Grant ********* (ISBN13: 9781452216850);
  Perspectives on Philosophy of Science in Nursing: An Historical and Contemporary Anthology (ISBN13: 9780781712019);
  Naturalistic Inquiry (ISBN13: 9780803924314);
  Innovative Teaching Strategies in Nursing and Related Health Professions (ISBN13: 9781284170177);
  Concept Development in Nursing: Foundations, Techniques, and Applications (ISBN13: 9780721682433).
  
  The second box was received on 01/06/2025 and contained the following:
  Scientific Inquiry in ****************** Advancing the Science (NLN) (ISBN13: 9781934758281);
  The New Leadership Challenge: Creating the Future of Nursing (ISBN13: 9781719640411);
  2 copies of the item Qualitative Research in Nursing: Advancing the Humanistic Imperative (ISBN13: 9780781796002).
  
  The third box was received on 12/30/2024 and contained only one item, Contemporary Nursing Knowledge: Analysis and Evaluation of Nursing Models and Theories (ISBN13: *************). Please note that this particular box was delivered to us in very damaged condition. Though the shipping labels were provided from our side, the packages were 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 (*************************************************************************).
  
  Please kindly be advised that the opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value higher no more than $300 that may be purchased manually. However, the insurance was not purchased by the customer, which implies that their orders are not eligible for reimbursement.
  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 01/08/2025. 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. 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: 01/23/2025

  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:

  The attached picture on the original complaint is the policy when we sold this company the books. This policy stated "if only one label is automatically provided for your buyback order, unfortunately we cannot give more......for any additional boxes that were shipped with this label, shipping fees may be deducted from hte final quote. They have conveniently now changed their policy while in discussions with me. We sent two boxes, not three. After weeks of calls and emails, they sent me a picture of someones arm in a box stating that this proves they are not at fault. They also said the box was damaged, but received and they cannot locate my books. They refuse to pay me for my books, my property and after multiple requests, never had a supervisor return my call. They refuse to accept responsibility and in the middle of discussions, updated their policies to cover up not realizing that I already had screen shots of the policy when I agreed to ship my books for the price offered.  

   

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

  
  Sincerely,
  
  **** *******-******
  
  
  
  
   
  

  Business Response

  Date: 01/31/2025

  Kindly note that according to the rules and regulations imposed by the mail carrier, in this particular case ****** the same label cannot be used more than once, as it leads to an error in their system. Additionally, as a courtesy, the items delivered to the company under the same label were located, processed, and paid for, despite the fact that it may have been in violation of the policy. However, it is to be noted that we have not received all the books that were originally quoted. As a result, the company is unable to make payment for items that were not received, since no insurance was purchased for this particular buyback order.
  
  All the information regarding the damaged package, lost items and further actions was provided to the customer by our customer support representative. Moreover, the customer was supplied with the instructions on how to file a claim with the mail carrier in order to receive an insurance compensation. Please note that if any further information is required by the customer, and they are willing to cooperate with us and file a claim with the mail carrier, they should get in contact with us to work with the mail carrier and find a resolution.
  The seller carefully follows all the rules and regulations imposed, within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities and the case is considered closed from our side.
  
  Respectfully,
  ******
  BooksRun Team
  

  Customer Answer

  Date: 01/31/2025

  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:

  The company keeps avoiding the actual complaint.  At the time I sent the book, the policy was to use one label for multiple boxes.  They have since changed it.  First they stated they received the box damaged and sent me a picture of an arm reaching into an empty box.  Now they are stating they did not receive the box of the books they refuse to pay me for.  Additionally, at the time of discussion, I emailed multiple times with no response and called multiple times with a promise for a call back from a supervisor, with no response.  They have tried to cover up multiple times by suddenly changing their policy and sending me pictures that do not correlate to the issue.  They have my property worth $125.  I want my property back or my money back. This is not my error.  I did exactly what their policy told me to do at the time.  

   

   

   

   

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

  
  Sincerely,
  
  **** *******-******
  
  
  
  
   
  

• Initial Complaint

  Date:01/03/2025

  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.

  Buyback order #******* I was promised $32.75 on 12/1/2024. Allegedly a check was mailed on 12/10/2024. It has been over 20 days as asked for and I have not received my money. They ignore all communication with me since then.

  Business Response

  Date: 01/15/2025

  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 on our venue within their buyback order to be sold at $32.75.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $26.2 was successfully sent to the address the customer provided within the order details on 12/10/2024. 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 01/07/2025.
  
  However, on 12/24/2024 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their ****** account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via ****** on 01/13/2025 to the email provided by them on 01/08/2025. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  Resolution: We have satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 01/15/2025

  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 the matter has been resolved.

   

  although the response was quite rude and very disrespectful 
  
  Sincerely,
  
  **** *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  This company said my textbook was counterfeit and their explanation was "blurry cover" when the picture they took was blurry. Scammers and liars and thief's. They should not be able to run a business at all.

  Business Response

  Date: 11/19/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted 7 ******************** to be sold at $106.25. Upon processing, it appeared that the item Textbook of Neonatal Resuscitation (NRP) (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. 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.
  
  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.
  
  The payment for the remaining items was issued via ****** to the email address that was stated in the 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 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: 11/19/2024

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

  [Your Answer Here]

   There was inadequate evidence to show this book was a counterfeit.  It was bought directly from the manufacturer.  Their reason was that the book cover is a bit blurry which it was not, the picture they took of it was and the binding has been pulled slightly from the pages because it was a book used for 4 years.  That is what books that are used do over time.  There was no real evidence and upon searching online about this business I am not the only one that have tried to steal money from.  They stole my money and time and pushed me aside like I would not fight back, but this is completely unjust and unfair.  I want my money or my book back.  

   

   

   

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

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

  Business Response

  Date: 11/27/2024

  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering, and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  All the information that can be freely shared by us was supplied to the customer, and we hoped for their cooperation regarding this matter.
  The 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:10/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my book to them (order number *******) in great condition without highlights or marks, but they decided that it was a counterfeit book just so they would not pay me $34.77. I'm pretty sure they'll turn around and sell that same book to make a profit. They are scamming students by not honoring their payback. I demand proof of counterfeit - such as a letter from the publisher saying my copy is a counterfeit, otherwise this is just a scam.

  Business Response

  Date: 11/01/2024

  Greetings,
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  It appears that the customer quoted 1 item ****** and ******** *********** Delivery in *****************, ISBN: *************) in "Used - Very Good" condition on our venue to be sold at $34.77.
  Upon processing, it appeared that the item ***** and ******** *********** Delivery in the *************, 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 10/28/2024.
  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 *************************** for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of ***** and ******** *********** Delivery in *****************, ISBN: ************* is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent booksrun 31 text books that I know are legitimate. They tild me every one was counterfeit. Lies, They disabled my account and sent me an email accusing me of being a burglar and counterfeiter. Booksrun refuses to give my books back or pay me. SO ITS BEEN WEEKS SINCE I HEARD FROM BOOKSRUN and finally I get an email from them stating the reasons they believe my books are counterfeit along with photos of the books in question and what was wrong with them. Well they only sent photos of three of the books out of 31 books I sent and the books they photographed are not the books I sent in. I sent them brand new books some in plastic wrap still. They sent me photos of used books off their shelfs and one of the photos actually still has their own label on it which says it's a used book for sale. It also has a lable from the previous owner along with *** name in it which my new book did not have. These people are liars and wont pay me anything! They sent me photos of books that are not mine and i have proof because I took photos of each book i sent before hand and they are completely different books! I'm co acting the police and also sueing this company. This company is a complete scam! DO NOT SEND THEM YOUR BOOKS

  Business Response

  Date: 10/25/2024

  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 $569.87. Upon taking a closer look at the books, our processing department determined that all the items quoted, such as: 8 copies of Theory and Practice of Counseling and Psychotherapy, Enhanced (ISBN:   ************* ); 5 copies of The Pocket Guide to the Dsm-5-tr Diagnostic Exam (ISBN: ************* ); 10 copies of Cmo hacer que te pasen cosas buenas: Entiende tu cerebro, gestiona tus emociones, mejora tu vida (ISBN: ************* ),  8 copies of Psychiatric-Mental Health Nurse Practitioner Review and Resource Manual, 4th Edition (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. 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. Since the customer mentioned that the ******************** were purchased on ******, they were advised to contact ****** directly regarding the compensation that could be issued accordingly.
  
  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:10/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was supposed to receive my check for the books I sold through this company 9/20/24 the latest and I still have not received my payment although the status says Paid on my account. *** reached out twice to customer service with no response. Please let me know what can be done so that I can finally receive my payment.

  Business Response

  Date: 10/22/2024

  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 on our venue within their buyback order to be sold at  $31.75.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $15.88 was successfully sent to the address the customer provided within the order details on 08/23/2024. 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 09/20/2024.
  
  However, on 09/24/2024 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. One of our representatives explained the situation and offered to make a payment reissue after the confirmation is provided in response. To proceed with payment reissue, a confirmation of personal information is required, however, there has been no response provided by the customer 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, 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 reissued to the customer's ****** account or a new check can be sent upon the customer's request once we receive a confirmation from the email address or the phone number stated in their order details due to security reasons.  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

  Customer Answer

  Date: 10/23/2024

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

  I am still waiting for the payment to be issued to my ****** account. I reached out to the company twice. Once on 9/24/24 and again on 10/3/24. I finally received a response yesterday. I was told that upon receiving the email address associated with my account that the payment would be issued. I responded to the email yesterday and responded again this morning just in case my response didnt go through. 

   

   

   

   

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

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

  Business Response

  Date: 11/01/2024

  In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their ****** account so that the payment could be received by them instantly. Thus, check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via ****** on 10/24/2024 to the email provided by them. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  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