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:10/03/2024

  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.

  On September 12, 2024 I received an email from BooksRun letting me know that they had issued payment via ****** for my buyback order #*******. The total amount they said they paid was $133.31. However, I never received payment in my ****** account. I contacted ****** and asked them if they could track the payment. ****** said they could not find any payment issued to my account, but needed a transaction number to look further. I sent three messages total (over the past 3 weeks) to BooksRun asking them for a ****** payment transaction number. They have not responded once to any of my inquiries. It is impossible to reach them via phone. Everything is automated and then the caller is hung up on/call isdisconnected after a few minutes. I just need a transaction number to find out if payment was ever even made. If they aren't able to pay me for the books I sent them, I would at least like the books returned to me.

  Customer Answer

  Date: 10/03/2024

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

• Initial Complaint

  Date:09/24/2024

  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 received a completely moldy book and tried reaching out multiple times in various ways and was completely ignored. Ultimately, I had to file a dispute with the credit card company who refunded the money. Now they've sent this account to collections along with extra fees. Please send confirmation that the money is refunded and that collections have stopped.

  Business Response

  Date: 10/07/2024

  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 a purchase order on 06/20/2024 for the item Empowerment Series: Understanding Generalist Practice, ISBN *************, which successfully went through, and the customer received a confirmation email on the same date that the order was placed.
  
  The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 06/26/2024 (*************************************************************************************************************************).
  
  Once the order was delivered, the customer contacted us via email, stating that they received a damaged item. Within the framework of our internal investigation, the pictures of the item received were requested by us from the customer, as the promptness of us providing the solution greatly depends on the thoroughness of the facts submitted by the customer to the case. After we have received the pictures of the item and conducted the investigation, it seemed like the customer provided us with the pictures of the damage to a different item in order to receive the refund. 
  However, instead of cooperating with us on the matter, the customer opened a claim with the bank on the amount initially paid. Please be kindly advised that if the claim with the bank is opened from the customer's side, we are not able to issue any kind of refund as the funds are frozen for the duration of the review of the case. Thus, further resolution can be provided by the bank only.
  
  
  Since the bank had reimbursed the customer for the order, and it was not returned to our facility, it meant that the customer kept our property for free. Therefore, since the item was not returned to our facility and the indebted amount could not be charged, the case information and account details were passed to a ****************************** As of now, this agency is taking care of the issue in question.
  
  
  However, the customers frustration was apprehended and a return of the item was offered to the customer. Further resolution with the ***************************** will be discussed as soon as the item is returned to our facility. 
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates, since at this point refund can be provided by the bank only. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 10/11/2024

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

  It's simply not true. I sent pictures of the book I received and I'm happy to send as many more pictures as you'd like to prove the point. 

  They didn't respond to numerous requests via email and their contact form and I was therefore forced to open up a dispute. I can prove this as well, if needed.

  Had I been advised to send the book back and been provided a shipping label, I would have done so. No communication was received.  I can prove this as well, if needed.
  
  I don't appreciate the untruths in the communication and would appreciate if you can own up to your mistakes and lack of communication. 
  
  I will be shipping the book back next week with the shipping label I now received.

   

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

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

  Business Response

  Date: 10/22/2024

  Please be kindly advised that the case is considered closed from our side since we no longer have a status update on the case as a ***************************** is responsible for getting the indebted charge. Our company no longer tries to charge the customers credit card, as all our previous attempts were unsuccessful.
  
  Please note that if the customer initiates a claim with the bank, we are unable to issue a refund as the funds will be frozen during the review process. The bank will be responsible for any further resolution. In this case, the customer was reimbursed by the bank and did not return the item to us, resulting in them keeping our property without payment. As a result, we have passed the case information and account details to a *****************************. They are currently handling the matter.
  
  However, we understand the customer's frustration and have offered to accept the return of the item. Once the item is received at our facility, we will work with the ***************************** to 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.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 10/29/2024

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

  The book was sent back and the tracking information is attached. They make it sound like they were trying to resolve the issue. This is ridiculous and I expect you to remove this from the collection agency account. 

   

   

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

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

• Initial Complaint

  Date:09/10/2024

  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.

  I sent them a used textbook to be sold and get money for. I had labeled the book as "very good" condition based on their criteria and the actual very good shape the book was in. The price quoted that I should receive back was $27.47 ($26.67 + 3% coupon bonus). They received the book and called it "acceptable" condition and lowered the payout price to $21.34. They made that condition up, the book is very good shape so that's problem #1 with this company, they just make up stuff to get away with lower payouts. Second, as per the terms on their website, they are supposed to tell the customer when the condition is different than expected and offer the customer a chance to take the book back. I WAS NEVER GIVEN ANY CHANCE to rescind the deal. They just sent the lower payout payment to my ****** account without contacting me first. Third, even for the lower payout they did give me, it was incorrectly calculated. The new quoted price says $21.34 with an added $0.80 coupon bonus which should total $22.14 but instead my total payout was $21.98. This company is a scam, they advertise the highest payout prices and then mysteriously say the condition is worse and give you a much lower price. I have contacted them numerous times via their online "contact us" form, both before and after payment was finalized, and no response. I am owed the difference of what I should have received, $27.47, minus what they sent, $21.98, = $5.49.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  

  I got the additional money I was owed so I'm closing the case.

  
  complaint ID ********,  
   
  
   
  

  
  

• Initial Complaint

  Date:09/03/2024

  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.

  8/7/2024 Order number ******* Initiated a book buyback for a book purchased through ****** and is currently listed for sale on the booksrun website, both have the same isbn. Claimed book could not be verified as being authentic which doesnt make sense as its the same book. Refused to pay out the buyback amount and also to return the book. Claimed to destroy the book but assume they are reselling the book for profit.

  Business Response

  Date: 09/05/2024

  Greetings,

  Thank you for contacting us. Please let us explain the occurred situation with buyback order #*******.

  Upon processing, it appeared that the item *****' Guide To Physical Examination and History Taking (Lippincott Connect), ISBN: ************* had its quote adjusted since its authenticity could not be verified.

  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the **** Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).

  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.  

  Per our agreement with LWW, we are not eligible to disclose their personal contact information. Please note that we contacted the publisher at least 3 times to make sure that the book is an authentic one and were provided with the same information two first times.

  However, since the customer requested another verification, we reached out to them once again and they provided another information to us. According to our latest conversation, the item in question is authentic which is why we have already issued the payment for the book to the customer. 

  Check #****** for buyback order #******* was successfully sent to the customer's address ***********************************************) on August 30, 2024.

  An apology is no substitute for good service, but I want to offer one on behalf of our company. We appreciate your reporting this matter to us.  It helps to know the kinds of difficulties our customers have so we can work toward improvements.

  Best regards,******     

  Customer Answer

  Date: 09/05/2024

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

  [Your Answer Here]

  The order number they are responding to is not correct. My buyback order number is ******* and no check has been sent to my address.

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Customer Answer

  Date: 09/25/2024

  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:

  What is the evidence of suspected counterfeit? The same book with the same isbn is being sold on the books run website? 

   

   

   

   

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

  
  Sincerely,
  
  *** *****
  
  
  
  
   
  

  Business Response

  Date: 09/30/2024

  Please be kindly advised that the case is considered closed from our side since the customer violated our policy by sending us the item that was not authentic. The company cannot apply the quotes for books that were not initially quoted since such actions could be viewed as fraud or money laundering.
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies.  Upon analyzing the details supplied, the publisher confirmed that the copy in question were counterfeit. The publisher reserves the right to contact the customer for more details about the purchase but is not obliged to do so. 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. We cannot satisfy the customer's offered resolution just to make up for the situation.
  The seller carefully follows all the rules and regulations imposed, within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.
  Respectfully,
  ******,
  BooksRun Team

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 17, 2024:Registered for booksrun and they immediately sent me a buyback order with shipping instructions. My return would be $90.35, and as a student, money is so hard right now so I thought that was super helpful so I would have extra money to be able to eat at whataburger instead of always eating rice and eggs. I followed the instructions and I shipped it out the following day. Booksrun sent me the shipping label and I was able to track the progress. days, weeks, months go by, I kept reaching out asking when I would get my return. Finally someone got back to me and said: **** *********** ** *** *********** ******** ** *** **** ******** *** ***** *** ****** ** ********* ** ****** ***** **** ** *** ****** **** *** **** ****** ** *** ***** ***** ** ****** ** ** ***** *** *** ***** ********* ***** *** ***** ** ****** ** ********* ** *** ****** ** ** **** ****** ** * ***** ******** ***** ******** *** ******** ******** ** *** ********* ********* *** ******** *** ** ************* *** ** **** ***** **** **** ** ******** **** ** *** ******* ******** ***** *** ******* ** ******** ** *** ********** ********* ** ** ********* ** **** ***** **** ***** ******** **** *** **** ** **** ****** *** ******** ************** *** *** ******** ** *** ********* *** *** ******* *** ***** **** ****** ** ***** ** ******* **** *********** ***** **** ******* ** ***** *********** ** *** *** *** **** ** **** *** ********* *********** ****** ****** ******* ***** ******* ** ***** **** ******* ***** *** ********* ***** ********** ** ****** ** ********* ****** ****** *** *** ******** ****** ******* **** *** ***** ** ***** ******** *** *** *********.I would like to clarify that the inconvenience of the package not being received at your location is not due to any action on my part. I have already confirmed with ***** that the delivery status was marked as complete on their end. Could you please look into this matter and advise on the next steps to resolve it? ***** said they need to do it.

  Business Response

  Date: 09/06/2024

  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 to be sold at our venue for $90.35 on 07/17/2024.
  
  Upon analyzing the information provided by the mail carrier within tracking number ************ attributed to the prepaid shipping label provided for the order in question (*****************************************************************************************), it seems that the order was marked as delivered on 07/23/2024. After the order is marked as delivered by the mail carrier, it is then loaded on a vehicle, which delivers the packages directly to our facility. Sometimes the packages may be misdelivered, and it also takes some time to retrieve them at the correct address. After the package is received at our processing facility, it is processed and only after that paid. Processing, in this case, means examining the books received in order to make sure they correspond to the ones quoted by the customer. However, with the case in question, the package attributed to this buyback order, unfortunately, was not received at our facility.
  
  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 no more than $300 that may be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order was not eligible for insurance compensation. 
  
  On 07/25/2024, the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and had our processing manager look for the package or its contents at our facility, and, after a thorough investigation, were able to find the books in question at our warehouse. It seems that the package was delivered in a damaged condition to such a point that it could not be identified. 
  
  Still, 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 on 09/06/2024.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the payment for order #******* was successfully issued via ****** on 09/06/2024 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:08/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 10, 2024 I shipped textbooks to BooksRun for them to pay me $24.24 for these items. The Textbooks were delivered to them which I have confirmation about, along with my order status having the "delivered" status. On July 16, 2024, they sent me an email stating they had issued a check and the latest it would arrive was 20 business days from it being shipped. Their email stated it would not arrive later than August 16, 2024. On August 13, 2024 I still hadn't received the check, and I emailed them to inquire about the status - which I was told to wait 48 hours to hear back from the customer support team. On August 16th, I sent an additional email since this was longer than 48 hours of waiting for an email. I still received no response from this business. On August 21 (5 days after my maximum waiting time for my check) I emailed them yet again and received the generic, "please give us 48 hours to respond". I am writing this on August 23 and I still have yet to hear anything from them about an update on my check or even a response to any email whatsoever. I need them to reach out and resolve this issue, at this point they have stolen from me.

  Customer Answer

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/12/2024

  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.

  Either refund or return my emt textbook

  Business Response

  Date: 08/21/2024

  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 in "Used - Very Good" condition on our venue to be sold at $78.52 ($80.41 - $1.89 insurance = $78.52).
  
  Upon processing, it appeared that the quote for the item ************** and Transportation of the Sick and Injured Essentials Package (ISBN: *************) was adjusted from $80.41 to $42.55 due to the fact that we received a paperback item only ************** & Transportation of the Sick and Injured, Twelfth Edition (ISBN: 9781284204308) instead of a bundle item (paperback + unopened access card) initially quoted. According to our Terms & Conditions, "Price quotes might be adjusted in following cases: Item ISBN is different from quoted", which is exactly the case since the bundle (paperback + unopened access card) (*************) and the paperback item only (*************) have different *****. At the moment of processing, we were buying back the item received at the quote of $42.55.
  
  Since the description and the title of the item initially quoted means that this is a bundle of a book and an access card, an unused access code needs to be included to guarantee the initial quote. We quote books by using their *****, and if an item has both the ***** of a bundle and a standalone book, the standalone book cannot be accepted at the quote of the bundle.
  
  The order stayed on hold from 06/11/202 until 06/14/2024, 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, the customer accepted the adjustment on 06/14/2024, therefore, the order was automatically reprocessed in 48 hours on 06/16/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  
  Check #****** in the adjusted amount of  $40.66 due to the above-mentioned reasons for the buyback order #******* was successfully sent to the address the customer provided on 06/18/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of your address to our location and the work of the mail carrier.
  
  However, on 07/04/2024 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 and on 07/12/2024 a new check #****** was issued to the customer's address promptly after that, of which the customer was notified via email on 07/17/2024 as well.
  
  The customer reached out to us once again and requested the item in question to be returned. Please note that according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item is no longer eligible for a return under any circumstances, since it has been processed and paid for.
  
  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: 08/23/2024

  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:

  [Your Answer Here]

   They never sent me a bundle package. I received a paperback textbook. I was not being disgruntled about the textbook nor in the amount of refund. My issue was in the defrauded checks i was receiving in lieu of the refund or in return of the textbook to them. The checks were not legitimate. That is my needing to report them to the BBB.

   

   

   

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

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

  Business Response

  Date: 09/25/2024

  Please note that the customer sold us a book that was previously rented from us. The payment was issued by check to the customer's address. As soon as the customer's scheme was uncovered, both checks were cancelled. Please note that the checks were not fraudulent, but were cancelled from our side before the customer received them.

  Please note that we do not refund any charges related to rental orders, according to our Terms&Conditions. The customer's actions can be considered fraudulent since the item was in their possession for free, as the rental price was refunded by the check.

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

  
  

  Customer Answer

  Date: 09/27/2024

  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 ur 

   

   So then the business is now readily admitting to issuing the checks and that  they already knew they were going to cancel them?

   

   

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

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

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently used Booksrun to "sell back" a few textbooks. I was told I would receive a check in the mail once my books were received. I have not received said check despite receiving several emails that my return has been confirmed as well as reaching out to the company without response. Upon doing some further research, it seems as though I am not the only person they have taken books from and not paid. I would not only like my check for the due amount of the books, but also for this company to be held responsible for their actions.

  Business Response

  Date: 08/16/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 3 items on our venue within their buyback order to be sold at  $90.73 ($92.62 - $1.89 insurance = $90.73).
  
  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 $79.36 was successfully sent to the address the customer provided within the order details on 06/28/2024. 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 07/29/2024.
  
  However, on 08/02/2024 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 08/12/2024 to the email provided by them on 08/08/2024. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  Resolution: We have satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:07/22/2024

  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.

  Date of transaction was 7/3/24.Estimated date of arrival was 7/5/24 then it changed to 7/8/24. On 7/8/24 the shipping was delayed. Its been delayed since but now that I check the tracking. It doesnt show anything. I reached out via email on 7/9/24 and they sent a refund for shipping on 7/12/24. I reached out to ***** and they said they would check into it. On 7/16 ***** says it was lost and to contact the buyers. I did so on 7/16/24 and havent heard back from them

  Business Response

  Date: 07/30/2024

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a purchase order on 07/03/2024 for the item Introduction to Criminal Justice: Practice and Process, ISBN *************. The item was shipped on 07/03/2024 with the expedited method of shipping ****** 2day) upon the request, which is right within 24 business hours after the order placement. After the order is shipped from our side, and the tracking information is provided, the rest is up to the mail carrier since actual delivery time depends on various factors, such as proximity of the location to the ***** processing facility, the volume of shipments, weather, and more. The estimated delivery date was initially stated by ***** was 07/05/2024.  
  
  According to the ***** tracking number attributed to the order ************ (********************************************************************************************), the package was shipped on 07/03/2024, however, was lost in transit due to a certain irresponsibility of the mail carrier as there are no updates since 07/05/2024.
  
  The customer indeed reached out to us via email requesting a full refund on 07/09/2024. One of our representatives replied to the inquiry on 07/12/2024 that the order was still in transit to the destination. Please be informed that a full refund of the shipping cost in the amount of $6.99 was issued, and, as a possible resolution to the situation caused by the delay on behalf of the mail carrier, we asked them to wait for the delivery, and in case the book is not received by that date, a full refund would be initiated without any further delays. 
  
  After that, the customer reached out to us once again on 07/16/2024 requesting full refund. In response to that email, our representative issued a full refund for the order to the customer's initial payment method on 07/23/2024. The amount should appear at the account within the next 5 business days.
  
  Please also note that in our correspondence with the customer, they used offensive language. In case a customer chooses to use profanity in their language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  Resolution: We have satisfied the customer's offered resolution as a full refund was issued 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:07/08/2024

  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 received a quote to sell ************ 5 text books. The total was $328.62.BooksRun provided a shipping label. I packed all 5 books together, wrapped in bubble wrap, and taped securely in a box. BooksRun received the shipment and paid me for 2 of the 5 books. I received $103.75 from BooksRun. When I check my account I saw that they paid me for only 2 books and the other 3 were each listed at $0. I have not been credited the other $224.87, they have not returned my books, and they will not respond to my emails to their customer service. I have been trying to contact them since July 2, 2024. I shipped the package on June 22. I was paid $103.75 on July 2. They did not contact me about why they did not pay me for the books. I cannot get any answers or response.

  Business Response

  Date: 07/26/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 5 items on our venue to be sold at $328.62:
  
  1)  Dispute Resolution and Lawyers, A Contemporary Approach (Interactive Casebook Series), ISBN: ************* for $79.87;
  2)  Pretrial [Connected eBook with ************* (Aspen Coursebook Series), ISBN: ************* for $5.49;
  3)  Race Law: Cases, Commentary, and Questions, ISBN:  9781531018634 for $54.37;
  4)  Gellhorn and ****** Administrative Law, Cases and ******** *********** Casebook Series), ISBN: ************* for $98.26.
  5) ***** and ****** The Law of Business Organizations, Cases, Materials, and Problems, 14th (American Casebook Series), ISBN: ************* for $90.63.
  
  Upon processing it appeared that the items Dispute Resolution and Lawyers, A Contemporary Approach (Interactive Casebook Series), ISBN: *************,  Race Law: Cases, Commentary, and Questions, ISBN:  9781531018634 for $54.37, ***** and ****** The Law of Business Organizations, Cases, Materials, and Problems, 14th (American Casebook Series), 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 payout as well. 
  
  Once the customer contacted us expressing their concerns regarding the missing items, our representative has 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. We have also checked our security cameras from our processing facility with the receipt of the books, and it was confirmed once again that items in question were not included in the box with 2 other books. 
  
  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.
  
  The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders that *** 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.
  
  Furthermore, during processing, it appeared that the package contained a completely different book that was not initially quoted in the buyback order.
  
  Once the customer reached out to us, a detailed explanation regarding what exactly was received was supplied for their consideration via email. Our processing department carefully inspects all items received and we have videos that prove that each order is processed carefully and correctly. According to our security cameras it was confirmed that item The Law of Business Organizations, Cases, Materials, and Problems (American Casebook Series), ISBN: ************* was received at our facility with the tracking number attributed to the order in question.
  
  According to our Terms & Conditions which all our clients agree to be bound by, items not initially quoted in the order *** have their quote adjusted or be not eligible for buyback at all.  However, our representative who investigated the issue with the order offered a quote for item The Law of Business Organizations, Cases, Materials, and Problems (American Casebook Series), ISBN: ************* in the amount of $72.88, which was approved by the customer in further correspondence.
  
  Since the book quoted by the customer was not received at our facility, the initial quote for the order could not be guaranteed. However, as was agreed upon with the customer the payment in the amount of $72.88 for the not initially quoted book in the corresponding order was issued to the PayPal account provided by the customer in their order details.
  
  The payment in the adjusted amount of  $103.75 due to the above-mentioned reasons was successfully issued via PayPal the customer provided in their order details on 07/02/2024.
  
  Resolution: We have partially satisfied the customer's offered resolution by issuing the payment for the item which was not quoted initially in the order, despite the fact that according to our policy such items do not get a quote, 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