Complaints

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

close

Find a Location

BooksRun has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/26/2024

  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.

  Sent them an expensive book. They claim it is fake and kept my item without paying me. Its not fake. This company is a scam and will not use them again.

  Business Response

  Date: 05/08/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 1 item (2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates, ISBN: *************) in "Used - Very Good" condition on our venue to be sold at $23.44.
  
  Upon processing, it appeared that the item 2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates (ISBN: *************) had its quote adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. 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 by one of our representatives 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 04/30/2024 however, we no response was provided from the customer's side.
  
  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 2019 The Child Psychotherapy Treatment Planner: Includes DSM-5 Updates (ISBN: *************) is counterfeit, as well as provided us with the confirmation email that can be provided upon the request. 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:04/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Company agreed to pay me a little over $87.00 and refuses to pay. In essence, they stole my books.

  Business Response

  Date: 05/08/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 4 items on our venue to be sold at $71.07 ( $78.45 - $1.89 insurance - $5.49 carrier change price = $71.07):
  
  1. 3 copies of Technological Revolutions and ****************** The Dynamics of Bubbles and Golden Ages (ISBN: 9781843763314)
  
  2. The Pharmagellan Guide to Biotech Forecasting and Valuation (ISBN: 9780998407500)
  

  The package with the label attributed to the order in question was received at our facility on 04/09/2024 and the status update was available to the customer within order details.
  
  During processing, it appeared that the items quoted by the customer were not delivered and the package contained completely different books. According to our Terms & Conditions, that the customer agreed to cooperate within, once the order was placed, the items which are not initially quoted in the order do not receive the quote after the delivery.
  
  The customer reached out to us on 04/25/2024, which is more than two weeks after the order processing. All the information regarding our policy about the items not initially quoted was provided to the customer in an email from our representative. However, no response was received, thus, no further assistance could be provided.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:04/18/2024

  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.

  BooksRun is a book buyback site. I have sent them 2 books which they claim are counterfeit. Their policy is stated below which says the will send the book to the publisher and notify of the outcome. BooksRun has never notified me or provided any evidence to support their claim as fake. They take your book claim it is fake and say they send to the publisher to inspect. They provide no proof they have ever sent back to the publisher for inspection. They never notify of the outcome and ignore all emails when asked about the outcome. BooksRun policy: (which they do not follow)At BooksRun, we follow federal and state laws and take such matters very seriously. Therefore, the item is subject to further inspection and authentication by the identified publisher. If the item is deemed authentic, it will be processed, and you'll receive the original payment. Otherwise, the publisher reserves the right to dispose of the item and contact you for more details about the purchase. Please note that the process may take up to 3-5 weeks.

  Business Response

  Date: 04/30/2024

  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 (Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, ISBN: ************* ) in "Used - Like New" condition on our venue to be sold at $65.08.
  
  Upon processing, it appeared that the item Diagnostic and Statistical Manual of Mental Disorders, Text Revision Dsm-5-tr, ISBN: ************* had its quote adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. 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 by one of our representatives 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 10/23/2023 and 04/23/2024.
  
  Let us please also draw your attention to the fact that the customer overused our system by spamming email with messages in an aggressive tone. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed. However, in case a customer chooses to use offensive language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
  
  With the publication of the ****5-*** the publisher, ******************************** Publishing, has instituted a new measure to help combat counterfeit inventory. All authentic copies of the ****5-TR and its companion titles (Desk Reference to the *** Classification, Pocket Guide to the ****5-TR Diagnostic Exam) have unique ProofTag code stickers on the back cover of each book. Each code has the *** logo, an embedded fiber thread, and a unique alphanumeric code alongside a ** code.The books are identified as inauthentic in the following cases:
  
  1. The ProofTag is missing (and there is no evidence it was once on the cover and subsequently removed; this is rare). Any back cover of the ****5-TR completely free of a ProofTag sticker or adhesive is counterfeit.
  2. Each ProofTag has a unique alphanumeric number. The number may be etched in holographic ink treatment but the number is always visible to the human eye. More than one book with the same (fake) ProofTag number marks a counterfeit copy. Every single DSM product has a unique ProofTag number and the numbers are not shared across the same title.
  3. The ** code it should open to the ProofTag website where the copy of the book can be registered online. Fake ** codes may still go to ProofTag, but there will be a message that This reference is no longer available. Other fake ** codes may direct to other, unrelated web pages.
  
  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:04/17/2024

  Type:Sales and Advertising 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 have been trying to reach out to BooksRun through email many times, which has garnered no response. I sold books to BooksRun and BooksRun came back and said they were counterfeit. These books were not counterfeit and were a mass produced copy. With them saying they were counterfeit they said they may send out to a publisher to see if they are real. They also disabled my account since they said I had tried to turn in counterfeit books. I have not gotten a response from them regarding anything. I received the email on 4/2/24. I responded same day, I still hadnt heard anything so I resent an email on 4/3/24. They responded on 4/5/24 (last email I received from them) they did not answer any of my questions regarding my books. I responded same day. I still hadnt heard anything on 4/12/24 so I resent an email. I even went back to the other email I had received and responded to that email on 4/13/24 just to try to get someone to tell me what is happening. I still have yet to receive a response. I do have emails I can add if needed but I didnt since they were optional. Let me know if they are needed.

  Business Response

  Date: 04/30/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 10 items on our venue to be sold at $72.81 ($71.14 + 5% coupon - $1.89 insurance = $72.81).
  
  Upon processing, it appeared that the 3 copies of item Exam Review for *************************** **************** Cosmetology Exam Review) (ISBN: *************) had the quotes adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the email sent on 04/05/2024 and 04/26/2024.
  
  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.
  
  Check #****** in the adjusted amount of  $24.35 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 04/05/2024. According to our bank, the check in question was successfully deposited by the customer on 04/15/2024, which implies that the payment was received.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 04/30/2024

  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:

  Unlike stated in the reply I never gotten a response that said the publishers did in fact say it was counterfeit. I have also reached out to the company to try and get my account reopened or to send me my transactions since they disabled my account the only response I got about that was give them 3-7 weeks. If they had heard back from the publisher who supposedly said my books were counterfeit (I say supposedly because I never got an email saying the publishers found them counterfeit or a list on why the publishers thought they were counterfeit), why couldnt they send me a message regarding my account? I totally understand the needing time to reply but it is alittle ridiculous that they can reply to the BBB faster than they could send me an email regarding the matter. It is frustrating enough that I had to reach out to the BBB to even get a response.

   

   

   

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

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

  Business Response

  Date: 05/30/2024

  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 several items with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  All the information that can be freely shared by us was supplied to the customer, and we hoped for their cooperation regarding this matter.
  
  Check #****** in the adjusted amount of  $24.35 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 04/05/2024. According to our bank, the check in question was successfully deposited by the customer on 04/15/2024, which implies that the payment was received.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.
  
  Respectfully
  ******
  BooksRun Team

  Customer Answer

  Date: 08/09/2024

  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.

  
  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.

  This is what I have been asking for if they would have just told me this from the beginning I would not have even made a bbb complaint. Although I do wish they could share why they deemed it counterfeit I understand they are in a legally binding contract with their publishers. I just wanted to know how they determined it was counterfeit since I bought it from someone, and so I could try to not buy more counterfeit books. Like I have said before this wasnt done on purpose, I am just trying to get educated on counterfeit books.

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

  
  

• Initial Complaint

  Date:04/10/2024

  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 never received the return label I just was billed the full cost of the book. This is an unacceptable business practice.

  Business Response

  Date: 04/12/2024

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer placed a rental order on 11/18/2023 for 60 days for item Financial Accounting for MBAs 8e Paperback, ISBN ************* with the due date stated as 01/17/2024. Within 24 business hours, the item was shipped to the customer and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to the recipient address on November 25, 2023 (please see the archived tracking information here: *******************************************************************************). 
  
  Since the deadline for the order in question was stated as 01/17/2024, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order. Furthermore, the customer never reached out to us requesting the return label for their order.  We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and chat. However, the customer never contacted us directly.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 02/01/2024). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  
  Due to the fact that by 02/01/2024 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($328.56) was charged. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  
  Despite that fact that we acted within the Terms & Condition the customer agreed to before the order was placed, they opened a dispute on the transactions and the bank found the dispute resolution in our favor.  Disputes are decided by the customer's bank, according to the banks process, and cannot be reversed. In concordance with our Terms and Conditions, the customer agreed to cooperate within, once the order was placed, no charges related to rental orders are refunded, therefore, the item is not eligible for refund. 
  
  Resolution: We cannot satisfy the customer's offered resolution since the item has never been returned to us and is now not eligible for refund, 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 impose a charge for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team 

  Customer Answer

  Date: 04/12/2024

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

  [Your Answer Here]

   No labels were sent, which proves this is a scam company, instead of just selling books it is under the guise of a rental, thats why no return label was sent. Additionally no letters were sent, as they claim. If a label was sent, I would have returned this book, I do not want to keep it. They didnt even contact me, they just charged me, that is why I opened a dispute. If this was not a scam company they would have at least contacted me. 

   

   

   

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

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

  Business Response

  Date: 04/26/2024

  This particular order was created on 11/18/2023, for 60 rent days with the expiration date stated as 01/17/2024. The notification with this information was sent to the contact email address provided by customer on 11/18/2023, and on the next day, the notification about the shipment was sent to the same email address. In those notifications, the due date was clearly stated, as it is shown in the copies of letters sent to the customer regarding the confirmation of the order and its shipment.
  
  Please be kindly informed that two weeks before the due date (on 01/03/2024) the order expiration reminder was sent to the customer's email address with all the details about further actions regarding the return of your rental order. Thus, the customer was advised on possible charges coming if the book is not returned. Furthermore, in this notification, it was clearly stated that the prepaid return shipping label should be retrieved by the customer inside the order details.
  
  Moreover, the customer never reached out to us requesting the return label for their order. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. However, the customer never contacted us directly.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 02/01/2024). Due to the fact that by 02/01/2024 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($328.56) was charged. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities. Therefore, the case is considered closed.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from Booksrun on January 9, 2024 and on January 14th & 17th I reached out asking if a return was possible on a used book as their website is not clear. On February 5 I finally heard back from the company saying I had until Feb 13 to return it. I shipped it out on Feb 10 from **** to *******. On February 14 I received an email from Booksrun stating they processed my return. It has been 3 times now that my card has been recharged as the company continues to argue Im at fault. At first they said it was because I didnt return it at all. Then once I showed proof they admitted to receiving it, I apparently didnt return it on time. If anyone knows ***** It is IMPOSSIBLE for any package to be shipped and delivered in less than 1 business day AND the company processed it all in one day. This company doesnt want you to return anything and doesnt honor ANYTHING. They are liars and thieves.

  Business Response

  Date: 04/12/2024

  Greetings,
  
  Please, allow us to explain the issue occurred with the order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  
  According to our records, within the order in question the item Financial Statement Analysis and Valuation, ISBN ************* was purchased on 01/09/2024. Please kindly note that we provide return labels for all our rental items, however, that does not apply to purchase returns. You can return the item purchased with us if it doesnt meet your needs, but this particular return is considered a discretionary one, and we usually do not provide the return shipping labels in such cases, therefore, the label cannot be retrieved in our rental return window on our website.
  
  After the customer reached out to us on 01/05/2024, expressing that they wanted to return the item received, our representative provided them with the return instructions so that they could return the item to our facility for full refund. As per our policy, which all our customers agree to be bound by, we have a 21 days return policy after the delivery of the order.
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and chat, however, due to a high season, some issues might have indeed occurred.
  
  Please be kindly advised that all terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights (please see section "PURCHASES AND RENTALS" - "Shipping and returns" inside our Terms & Conditions). We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  Unfortunately, the customer refused to cooperate and without contacting us to try to resolve the issue, instead opened the dispute with the bank on 02/07/2024. The book was checked into our warehouse system on 02/14/2024.
  
  Therefore, we were about to issue a full refund of the amount charged for the order to the customer's initial payment method, however, were unable to do so due to the dispute being opened. Please be kindly advised that if the claim with the bank is opened from the customer's side, we are not able to issue any kind of refund as the funds are frozen for the duration of the review of the case. Thus, further resolution can be provided by the bank only.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates, since further resolution can be provided by the bank only. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/04/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 6 items on our venue to be sold at $17.76 ($17.24 + 3% coupon = $17.76).
  
  Upon processing, it appears that 2 books ( *****, Trusts, and ********************** (4th Edition), ISBN: *************; Fundamentals of Statistics, Books A La Carte Edition, 5th Edition, ISBN: *************) had their quotes adjusted automatically (from $ $1.24 to $0.62; $0.80 to $0.00) because we received books with signs of heavy wear that did not correspond to the conditions initially quoted by the customer. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, detached pages and excessive markings and highlighting, etc., as it is stated in our Terms & Conditions. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
  
  Since the quotes were adjusted for the above-mentioned items, the order was put "on hold" on 03/20/2024, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 03/30/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.
  
  Check #****** for the adjusted amount of $15.93 due to the above-mentioned circumstances was successfully sent to the address the customer provided within the order details on 04/02/2024. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. The check should be delivered before or on 04/30/2024.
  
  Resolution: We have partially satisfied the customer's offered resolution just to make up for the situation, as the check with the payment for the buyback order was sent to the customer's shipping address. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 04/05/2024

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

  [Your Answer Here]

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

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

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

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

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

   

   

   

   

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

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

  Business Response

  Date: 04/12/2024

  The customer sent ************************ with the signs of heavy wear, which according to our policy cannot be accepted for our buyback program. For the purposes of acceptance, heavy wear includes liquid stains, wrinkled or torn pages and binding etc. The items were received with bent and wrinkly pages, therefore could not be accepted, and the quotes were adjusted automatically, leading to a dispute being opened. The customer did have an opportunity to request a return of the items in question, however since no action was taken from the customer's side, the adjustments were accepted automatically on 03/27/2024, therefore, the order was reprocessed on 03/30/2024.
  
  Please be kindly informed that the company cannot compensate for the books that are not eligible for the buyback program, since such actions could be viewed as fraud or money laundering.
  
  Check #****** for the adjusted amount of $15.93 due to the above-mentioned circumstances was successfully sent to the address the customer provided within the order details on 04/02/2024. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. The check should be delivered before or on 04/30/2024.
  
  The seller carefully follows all the rules and regulations imposed, within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities. Therefore, the case is considered closed.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a total of 3 books from this sham company, I had to drop all 3 classes. IT took 3 attempts to get in touch with a ****************** person. I was promised a refund and have yet to see it. This company ON PURPOSE delays responding so that they can keep your money by saying that the customer did not respond in time.

  Business Response

  Date: 04/04/2024

  Greetings,
  
  Please let us explain the occurred situation with rental orders #******* and # ******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a rental order #******* on 02/07/2024 for the items Business & Society: A Strategic Approach to Social Responsibility & Ethics (ISBN:   *************) and MKTG (MindTap Course List) (ISBN:  9780357127810) for 90 days, with the due date stated as 05/07/2024.
  
  The books were shipped to the customer on 02/08/2024 and according to the information provided by the mail carrier within tracking numbers ********************** and ********************** attributed to the order, the package was delivered to recipient address on 02/13/2024 and 02/14/2024 (********************************************************** **********************; ********************************************************************************).
  
  However, on 02/15/2024, the customer reached out to us requesting the return of the items in question for full refund. In an email response from one of our representatives, sent on 02/23/2024, it was clearly stated that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders. Nevertheless, as a courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for a 70% rental price refund. The customer declined this offer by requesting a replacement and then a full refund of the amount charged for the order #*******. 
  
  On 02/26/2024 the customer placed a rental order #******* for the item Strategic Staffing (ISBN: *************) for 60 days, with the due date stated as 04/26/2024. The book was shipped to the customer on 02/27/2024 and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 03/04/2024 (********************************************************************************).
  
  On 03/06/2024, the customer notified us that they will be returning both orders #******* and #******* for full refund, completely ignoring our messages where our policy was presented, and where it was clearly stated that we are not able to issue more than 70% refund of the amount initially charged. 
  
  As the books from order #******* were delivered to our facility on 03/08/2024, the books were checked into the system on 03/13/2024 and 03/14/2024 accordingly, with the corresponding refunds being issued in the amounts $23.93 and $37.84 to the initial payment method. The item from order #******* was delivered and checked into the system on 03/18/2024, with the corresponding refund being issued in the amount of $32.97 to the initial payment method. 
  
  Please let us draw your attention to the fact that the customer used malicious language, mocking, and profanity throughout our email correspondence with them. Please note that, according to our policy, "BooksRun reserves the right to discontinue the communication with User if they choose to use profanities or threats." We always welcome civil dialogue and condemn the use of profanity and insults towards our representatives, as it is inappropriate and counterproductive.
  
  Resolution: We have partially satisfied the customer's offered resolution since the 70% refund of the amount charged for both orders was issued upon the item's return to our facility just to make up for the situation. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to impose a charge for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:03/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold books to this business and they stated the check will come within 3-20 days and also confirmed when the check was shipped out (I didnt receive shipping confirmation)I still have not been paid

  Business Response

  Date: 03/19/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 10 items on our venue within their buyback order to be sold at  $150.88 ($151.95 + 5% coupon  - $3.18 insurance - $5.49 carrier change price = $150.88).
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $103.3 was successfully sent to the address the customer provided within the order details on 02/06/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 03/05/2024.
  
  However, on 02/28/2024 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal on 03/12/2024 to the email provided by them on 03/08/2024. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  Resolution: We have satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold 3 textbooks to this company and was quoted $20.78. The highest price item was brand new and I hadn't read it, I would have kept it if I knew I was being scammed. The company just changed the amount they will pay me to $8, less than half of what they quoted, and are making me pay $16 just to get my books back!!! They cite that the books are in "poor condition" but the picture they sent of my book is so blurry and unprofessional you can't even see the condition. The books I sent were in great condition and they now have my books hostage and are making me pay double what they are offering just to get them back.

  Business Response

  Date: 03/18/2024

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items on our venue to be sold at $20.78.
  
  Upon processing, it appeared that the book Greek Mythology  (ISBN:  9781609272128) had its quote adjusted automatically from $0.30 to $0.12, the book
  Advocacy Practice for Social Justice   (ISBN:  9781935871828) had its quote adjusted automatically from $0.83 to $0.33, the book EMDR Toolbox: Theory and Treatment of Complex PTSD and Dissociation: Theory and Treatment of Complex PTSD and Dissociation (Second Edition, Paperback) Highly Rated EMDR Book  (ISBN:  9780826172556 ) had its quote adjusted automatically from $19.65 to $7.86 because we received the books with signs of water damage. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, as it is stated in our Terms & Conditions (bullet point #5). As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for the buyback program as the price applicable for them is too low, and they are not desirable by wholesalers and individual buyers. In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders. Please see the pictures of the item received attached below.
  
  Since the quote was adjusted in the buyback order in question, the order stayed on hold since 03/04/2024 till 03/11/2024, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back. However, since no decision was made in the order details, the adjustment was accepted automatically by our system and the order was reprocessed on 03/13/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it has been processed and paid for. All the letters regarding the order were sent to the customer's contact email stated in the order details.
  
  The customer did indeed contact our Customer Support via email concerning about the adjustments. The representative explained the situation with the quote adjustment and provided the evidence. However, please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustments made by the system.
  
  All 3 items in order #******* were quoted in Used - Very Good condition. Per our existing policy, such a condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present.  The above-mentioned description suggests that there should be no water damage, missing pages, or any other kind of damage to the book quoted in such a condition. Please also note that water damage includes wrinkled and curled pages, stains, yellowing, mold, color change. Meaning that the customer initially violated the agreement, given that the book received did not comply with the condition quoted initially.
  
  The payment was successfully issued via PayPal to the email specified by the customer in their order details in the adjusted amount due to the above-mentioned reasons on 03/14/2024.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team