Business Profile

Textbooks

BooksRun

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

189 total complaints in the last 3 years.
68 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/21/2024
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 books back to this company. They falsely claimed that one of the books wasnt authentic. I sent them a message complaining about it and then after they received the message, they went back and claimed another book wasnt authentic as if to purposefully antagonize me. The books I sent them were 100% authentic and they clearly are using the excuse that they arent to steal books. Shameful behavior for a company. This isnt the first time theyve done this to me but after this time I refuse to let them get away with it again and will no longer engage in any business with them.
Business Response
Date: 03/08/2024
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 *********************** to be sold at $277.76 (Initial offer: $283.15 - $5.39 insurance). Upon taking a closer look at the books, our processing department determined that 2 items, such as: Complex Variables and Applications (***** and *********) (ISBN13: 9780073383170) ; ********* and Cosmetic Ingredients Dictionary (ISBN13: 9781285060798) had their quotes adjusted since their authenticity could not be verified.

Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).
Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. The customer was notified that the counterfeit copies were detected within buyback #******* the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.

In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:
1) Different cover coloring compared to the original;
2) Different binding glue used;
3) Poor printing, etc.;
4)Different paper quality.

The customer did indeed contact us via email and phone and the response was provided by our representative to the email address stated in their inquiry and their order details providing all the images confirming that the items in question are indeed counterfeit copies. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on 02/23/2024.

Five other books from the buyback order that were initially quoted in "Used - Very Good": Becoming a Supple Leopard 2nd Edition: The Ultimate Guide to Resolving Pain, Preventing Injury, and Optimizing Athletic Performance (ISBN: 9781628600834) ; The ******************** Pop-Up Book (ISBN: *************), The Journey from Texts to Translations: The Origin and Development of the Bible (ISBN: *************), Essentials of *********************** (ISBN: *************) Assessment in Speech-Language Pathology (A Resource Manual) (ISBN: *************) had their quotes adjusted automatically from $10.75 to $0.00, from $0.88 to $0.00, from $3.10 to $0.00, $10.97 to $4.39 and from $48.85 to $19.54 because we received the books with signs of heavy wear. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with liquid stains, wrinkled or torn pages and binding, creases on the cover, excessive markings and highlighting, broken binding,etc., as it is stated in our Terms & Conditions. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered in poor condition. For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.

Therefore, the initially offered quote was adjusted automatically for 5 books by taking into account the above-mentioned condition change.

Since the quote was adjusted in the buyback order, it stayed on hold since 02/20/2024 till 02/27/2024, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided.

However, since no action was taken from the customer's side inside the order details, the order was reprocessed on 02/29/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.

The payment in the adjusted amount of $121.78 due to the above-mentioned reasons was successfully issued via PayPal on 03/01/2024 to the email address provided by the customer within order details.

Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publishers ( McGraw Hill) for official verification.
We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with ********* 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 *************** among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 03/11/2024
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:

They have to send the books to the publisher in order to know if they are actually counterfeit or not. They lie and say they are counterfeit without being told so by the publisher. If I hadnt complained then they would not have sent the books to the publisher for them to be inspected. In fact, they routinely keep peoples books without having the publisher verify their authenticity

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

Sincerely,

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

Business Response
Date: 03/20/2024
Please be kindly advised that per 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.

The payment in the adjusted amount of $121.78 due to the above-mentioned reasons for buyback order #******* was successfully issued to the PayPal account provided by the customer on 03/01/2024.

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.

Respectfully
******
BooksRun Team
Initial Complaint
Date:02/14/2024
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 a total of 10 books to BooksRun on 2/5/24 for a quoted amount of $317.18 to be paid to me by the company. Since the books have been received my total amount to be paid has been changed twice. On Monday 2-12-24 it was changed to $220.22 as book prices were adjusted. It was then adjusted again on 2-13-24 down to $203.89. After looking into the reason of the price dropping, the company stated that one of the books was unacceptable as the cover was separated from the pages. This particular book was sent in mint condition; it had barely been used at all and was not damaged in any form. They are saying they will now pay me $0 for the book and I will have to pay to have it returned to myself. The second price drop was in relation to a book that they said is a counterfeit book. They reported that they would now pay me $0 for this book nor would they send this book back to me. This book was ordered from a reputable source and was used for the intended course with no issues (it is not a counterfeit book). I have contact customer service multiple times to no avail. They told me they would send it his to a manager but even after my multiple phone calls and emails directly to the company, I have not been contacted by anyone. The company also had no paid me at all for any of the books that I sent to them for sell. At this point, I feel that they have no intention of paying me and truly, they owe me the $317.18 that was originally quoted and agreed upon. Can you please help me receive payment for the books of mine that they now have possession of. BooksRun order number: *******. Please contact me if you should need further information to assist with this issue. Thanks so much!
Business Response
Date: 02/27/2024
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 $317.18.

Upon processing, it appeared that the books Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************), Behavior Modification: Principles and Procedures (ISBN: 9781305109391) and Applied Behavior Analysis (ISBN: *************) had their quotes adjusted automatically from $56.94 to $0.00, from $25.15 to $10.37, and from $72.22 to $56.64 respectively because we received the books with signs of heavy wear. The images of the items in question were provided to the customer in their order details and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted, or such items may not be eligible for buyback at all.

Additionally, the item Ethics for Behavior Analysts (ISBN: 9781032056425 ) 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 (such as **************** etc.) and shipped from such countries as *****, ***** etc.

We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received.

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/return is available for such an item.

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 items in the buyback order in question was passed directly to Routledge for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Ethics for Behavior Analysts (ISBN: 9781032056425) is 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.

Since the quotes were adjusted in the buyback order, the order stayed on hold from 02/12/2024 until 02/15/2024, when the customer accepted the adjusted quote for the items Behavior Modification: Principles and Procedures (ISBN: 9781305109391 ) and Applied Behavior Analysis (ISBN: *************) through the notification letter which was sent to the email address stated by the customer on 02/12/2024.

The customer contacted us requesting free return of the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: ************* ). As a courtesy to the customer, one of our representatives has indeed processed the free return of the item in question. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided as well, thus, there was an option to return the book after the compensation of the shipping cost.

Therefore, the order was reprocessed on 02/16/2023, and, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the orders in question are no longer eligible for a return under any circumstances, since they have been processed and paid for after the adjustment was accepted. All the letters regarding the orders have been sent to the customer's contact email address.

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 02/20/2024. Meanwhile, the package with the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************) that had been requested to be returned was successfully delivered to the customer's address with the tracking number ********************** on 02/21/2024.

Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use.

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 TeamGreetings,

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 $317.18.

Upon processing, it appeared that the books Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************), Behavior Modification: Principles and Procedures (ISBN: 9781305109391) and Applied Behavior Analysis (ISBN: *************) had their quotes adjusted automatically from $56.94 to $0.00, from $25.15 to $10.37, and from $72.22 to $56.64 respectively because we received the books with signs of heavy wear. The images of the items in question were provided to the customer in their order details and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted, or such items may not be eligible for buyback at all.

Additionally, the item Ethics for Behavior Analysts (ISBN: 9781032056425 ) 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 (such as **************** etc.) and shipped from such countries as *****, ***** etc.

We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received.

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/return is available for such an item.

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 items in the buyback order in question was passed directly to Routledge for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Ethics for Behavior Analysts (ISBN: 9781032056425) is 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.

Since the quotes were adjusted in the buyback order, the order stayed on hold from 02/12/2024 until 02/15/2024, when the customer accepted the adjusted quote for the items Behavior Modification: Principles and Procedures (ISBN: 9781305109391 ) and Applied Behavior Analysis (ISBN: *************) through the notification letter which was sent to the email address stated by the customer on 02/12/2024.

The customer contacted us requesting free return of the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: ************* ). As a courtesy to the customer, one of our representatives has indeed processed the free return of the item in question. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided as well, thus, there was an option to return the book after the compensation of the shipping cost.

Therefore, the order was reprocessed on 02/16/2023, and, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the orders in question are no longer eligible for a return under any circumstances, since they have been processed and paid for after the adjustment was accepted. All the letters regarding the orders have been sent to the customer's contact email address.

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 02/20/2024. Meanwhile, the package with the item Foundations of Education: Volume II: Instructional Strategies for Teaching Children and Youths with Visual Impairments (ISBN: *************) that had been requested to be returned was successfully delivered to the customer's address with the tracking number ********************** on 02/21/2024.

Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use.

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:02/06/2024
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 received a quote for textbooks and accepted it. The books were shipped and received by this company. The one book worth the most amount of money was said to be counterfeit, this was bought from an online seller for school. This book was identical to that of a friend who purchased from the bookstore at the college. Not one punctuation **** different. I was told the $60 would be taken off and the book would be disposed of, yet they offer no letter from the publisher affirming their suspicions, no write up or letter from who is authorized and experienced enough to determine such, and no explanation of exactly what was noticed counterfeit other then it appeared to be a replica which makes no sense. It was not a book worth 100's and therfore makes no logical sense for someone to reproduce as the cost would outweigh the profit. They are ridiculous with this and with so many complaint via this website and online better practices should be put into place or the business shut down. Will never use or recommend this business and will ensure everyone knows what they are doing.
Business Response
Date: 02/14/2024
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 8 items on our venue to be sold at $293.85 ($298.34 - $4.49 insurance = $293.85).

Upon processing, it appeared that the copy of item Social Statistics for a *************** (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. ****. Trafficking in counterfeit goods or services.).

Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.

The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher.

In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

Different color scheme of the cover;

Different glue used on the binding;

Poor quality of the print.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.

The customer did indeed contact us via chat on 11/27/2023 and the representative reached to our processing team to obtain proof and requested the preferred source of contact from the customer, however, did not receive any response. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the email sent on 12/13/2023.

The payment was issued to the PayPal account provided by the customer for the 7 remaining ******************** that had been accepted within the order in the amount of $226.54 on 11/29/2023.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:02/06/2024
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 sent in my college books to sell I bought through the school website that I no longer need. I was told the amount Id be getting back in check form. I have not received that. It says the books were delivered January 24,2024 and that I was paid January 26,2024. I have not received any form of payment and they are also not answering any emails I have sent to them.
Business Response
Date: 02/14/2024
Greetings,

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

After the package of the order #******* was delivered to our facility and the books were examined, the order was processed and check #****** for the amount of $51.63 was successfully sent to the address the customer provided within the order details on 01/26/2024. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. The check should be delivered before or on 02/23/2024.

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 check issued was sent to the address the customer provided within the order details on 01/26/2024. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:01/25/2024
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.
On Jan 11, 2024 I was quoted ****** on 4 college books. I sent the books in the next day. On Jan 16th they emailed me saying my Biology Book which was brand new was damaged which is a total lie, and Psychology book purchased from the college bookstore brand new and used one semester was counterfeit. These are my daughters books which I purchased myself. After reading multiple reviews it seems this company takes the most expensive books (Psychology book was over ******) and deems them counterfeit to keep from having to pay the customer. They said they would not return my books either. Well I am not a child and they have to the end of this month to pay me what was quoted or return the books. This company should be shut down it is obvious what they are doing to college kids.
Business Response
Date: 02/07/2024
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 $101.98 ($105.16 - $3.18 insurance = $101.98).

Upon processing, it appeared that the quote for the item Biology 2e by OpenStax (paperback version, B&W) was adjusted due to the fact that this particular ISBN corresponds to a paperback edition; however, what we have received is a loose-leaf edition. Unfortunately, we cannot accept loose-leaf editions at the buyback price of paperback editions.

Furthermore, upon processing, it appeared that the copy of item Psychology (ISBN: 9781319132101 ) 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 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.

In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

Different color scheme of the cover;

Different glue used on the binding;

Poor quality of the print.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.

The customer did indeed contact us via email on 01/16/2024 and the response was provided by our representative with all the relevant information and explanation attached. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on 01/26/2024.

The order stayed on hold since 01/16/2024 till 01/23/2024, 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 01/25/2024. 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 #****** in the adjusted amount of $35.9 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address provided by the customer on 01/26/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the address stated to our location and the work of the mail carrier.

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: 02/08/2024
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, the Psychology book was purchase through ******************** brand new. I checked all of the books that were sent. The Biology book was also brand new. Their response to me was it was damaged which I know was not the case because once again I checked the books and packaged them. I have requested for them to send me the books back so she can sell them back to her book store. If you read their reviews which I wish I had everyone seems to be having the same issue. How easy is it to say a book may be counterfeit and keep brand new books that students have paid over ****** for and then re-sell them. ****, don't pay me for them but send them all back. I will not let this go because I am a grown adult, I can only imagine what they are pulling over on the students that only want money for the books they have purchased. Either pay me for the books sent or send me the books back. It's pretty simple.

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

Sincerely,

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

Customer Answer
Date: 02/26/2024
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 is not counterfeit, it was purchased through her college. This is a way for you to keep the expensive books and s**** people out of their money. Number two, I have no received a check for anything. I want my books back of pay me for them. PERIOD

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

Sincerely,

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

Business Response
Date: 03/28/2024
Let us explain the situation incurred once again. Unfortunately, we are unable to compensate for the books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering.

Given the above-mentioned information, the case is considered closed from our side since all the evidence was provided to the customer after the investigation. Check #****** in the adjusted amount of $35.9 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 01/26/2024. According to our bank, the check in question was successfully deposited by the customer on 03/04/2024, 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
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I mailed books to books run with the expectation that I would receive a check within 3 to 4 business days and it is been well over that amount of time.
Business Response
Date: 02/02/2024
Greetings,

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

After the package of the order #******* was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the amount of $163.52 was successfully sent to the address the customer provided within the order details on 01/16/2024. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 02/13/2024. According to our bank, the check in question was successfully deposited by the customer on 01/29/2024, which implies that the payment was received by the customer within the estimated time of arrival.

Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the check issued was successfully deposited by the customer on 01/29/2024. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:01/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is a scam company. There is no way of reaching them except by email and if you email them, they do not respond. If you want to call it a company, they are perfectly aware of the is***s that you will have because it is facilitated by them. They offer a very cheap rental service and then put you in a position with a return label knowing full well that you will be charged for the book when you return it. I have filed a dispute with the **** and my bank. I have read other reviews, and this is common. I have contacted them, and they do not return emails. They have also set up a fake review site with a phone number so that you are constantly caught in a loop. They can keep the initial rental money, but the 107. 63 I want back. I will *** them if need be. I have relatives in ************ and it is time for a visit, I could go to small claims court while I am there. This company states that as long as you return the item before the due date, you will not be charged. I mailed the item before the due date. I emailed them to find out why it was not tracking. I have not received a response and now they will soon be in possession of my property. I will *** them for the money and I have scoured the website for fine print. There is none. Just more scams. I have emails and report numbers that I can use in court.
Business Response
Date: 01/19/2024
Greetings,

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

It appears that the customer placed a rental order on 09/21/2023 for the item ***************************** Technology with Online Access: An Applied Approach (ISBN: 9781584267201) for 84 days, with the due date stated as 12/14/2023.

The books were shipped to the customer on 09/23/2023 and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 09/28/2023 at 11:38am (************************************************************************************** ).

Since the deadline for the order in question was stated as: 12/14/2023, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order.

According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 12/30/2023). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.

Due to the fact that by 12/29/2022 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item ($107.63) was charged. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.

Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. According to our Terms & Conditions and also the information presented in the letters that were sent to the customer, in case the rental is not postmarked before the final deadline, the purchase price fee is charged automatically. In case with the book in question, the purchase price was charged on 12/30/2023 since there were no updates in the tracking information. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is generated but not used.

The customer contacted us via email on 12/28/2023 concerning about the absence of the tracking updates for the shipping label attributed to the order. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). Once the item was checked back at our facility, the refund of the purchase price charged was successfully issued to the customer's initial payment method.

We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred.

Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the full refund of the purchase price charge has been successfully issued to their account. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I completed a sell back book order for Booksrun.com - the initial quote was $125. Alright, I needed the extra money so I packaged them up and sent them in. Patiently waiting for them to send me my sell back amount, I get an email stating that prices were adjusted and that some books were counterfeit when they were not, so the price adjustment went from $125 to $20. This company just completely ripped me off, and refused to return the books to me that they claimed were counterfeit. Absolutely stole from me as these were books I purchased for past college courses. Stop them before they continue doing what they are doing to college students!
Business Response
Date: 01/11/2024
Greetings,

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

It appears that the customer quoted *********************** to be sold at $124.33. Upon taking a closer look at the books, our processing department determined that 5 items, such as: 2 copies of the item The ******* Guide to Antimicrobial Therapy 2021 (ISBN: 9781944272173), Pocket Medicine: ********************************** Handbook of Internal Medicine (ISBN: 9781975142377), Designing Effective Instruction (ISBN: 9781119465935), "They Say / I Say" with Readings (ISBN *************) had their quotes adjusted since their authenticity could not be verified.

Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).
Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.

We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. The customer was notified that the counterfeit copies were detected within buyback #******* the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.

All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer, however, we have not received the detailed information.

In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:
1) Different cover coloring compared to the original;
2) Different binding glue used;
3) In the original item the access code is printed directly on the cover and not on the separate stickers and is covered by the scratch film, not a sputtering layer;
4) Poor printing, etc.;
5) Different font size;
6)Different paper quality.

Two other books from the buyback order that were initially quoted in "Used - Very Good": Anatomy and Physiology by OpenStax (Official Print Version, hardcover, full color) (ISBN: *************), Multicultural Health (ISBN: 9781284021028) had their quotes adjusted automatically from $8.83 to $3.53 and from $1.18 to $0.47 because we received the books with signs of heavy wear. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with liquid stains, wrinkled or torn pages and binding, creases on the cover, excessive markings and highlighting, broken binding,etc., as it is stated in our Terms & Conditions. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered in poor condition. For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.

Therefore, the initially offered quote was adjusted automatically for 2 books by taking into account the above-mentioned condition change.
Since the quote was adjusted in the buyback order, it stayed on hold since 01/02/2024 till 01/02/2024, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided.

However, the customer accepted the adjustment on 01/02/2024, therefore, the order was reprocessed on 01/03/2024. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.
We are always eager to investigate any arisen issue our customers may have, and for that reason, we are available via email, phone and chat 24h a day. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed.

The payment was issued to the PayPal account provided by the customer for the 5 remaining ******************** that had been accepted within order in the amount of $21.2 on 01/04/2024.

However, just to be sure, the items have indeed been sent to the publishers (Antimicrobial Therapy, LWW, ****** *********************** & Company) for official verification. We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Initial Complaint
Date:01/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business quoted a buyback amount for a textbook at $46.55 minus the cost of shipping. This book was sent to them by me in excellent condition. I subsequently received an email from them stating that they were reducing the cost of what they would be paying me for the book to $18. 62 stating that they received the book in poor condition. They included a photo of a sliced back cover of my book, which is very obviously something that was done by whomever opened the package when they received it from me. It is very obvious in the photo they sent me, that this sliced back cover was done from a box cutter and that the slice was new, as there was no fraying etc. Unfortunately, after reading other reviews it appears that mine is not an isolated incident, and that cutting their book buyback payments to 60% less than what was quoted to the customer is standard operating procedure for this business. This is a form of consumer deception and is a illegal and unfair business practice.
Business Response
Date: 01/12/2024
Greetings,

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

It appears that the customer quoted 2 items in "Used - Very Good" condition on our venue to be sold at $94.11 ($96.00- $1.89 insurance = $94.11).

On 12/28/2023 the package under the shipping label attributed to the order in question arrived at our facility, however, one of the items was damaged in the process of receiving the package. Our processing team is working hard to process all orders speedily though carefully, still, some issues may occur due to the high volume of buyback orders being processed at our facility.

Check #****** for buyback order # ******* for the adjusted amount of $66.18 due to the above-mentioned reasons was successfully sent to the address the customer provided within the order details on 01/09/2024. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. The check should be delivered before or on 02/06/2024.

The customer did indeed contact us via email on 12/29/2023 when the order was put on hold. Thus, in order to assist the customer correctly, one of our representatives has checked the security cameras from our processing facility in order to make sure that the item ************************ With an Introduction to Prenatal and **************** With an Introduction to Prenatal and *************** (ISBN: *************) was indeed damaged after the delivery.

Thus, by taking into account all the information provided by the customer in the correspondence with our representative as well as photos and video from our security cameras, it was decided that, in order to make up for the inconvenience caused, the payment in the amount of $27.93 can be issued by check to the customer's shipping address in order to reimburse for the damaged item. The customer confirmed that such a resolution was suitable and therefore, the check #****** was successfully sent to the address the customer provided within the order details on 01/11/2024.

Resolution: We have issued the custom payment by check in the amount of $19.70 and sent it to the customer's shipping address just to make up for the situation which should not affect our business rates, since they confirmed that such a resolution chosen by us in this case is satisfactory.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.

Respectfully,

******

BooksRun Team
Initial Complaint
Date:11/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They almost halved the amount they originally intended to provide me for books I was selling to them. The books had never been used and were new. They instead indicated that one of the books is in used condition. When requesting to get them returned to me they, they are requesting that I pay almost $13 for shipping for these two books.
Business Response
Date: 12/21/2023
Greetings,

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

It appears that the customer quoted 10 items on our venue to be sold at $32.03.

Upon processing it appears that 2 books ( En Comunidad: Lessons for Centering the Voices and Experiences of Bilingual Latinx Students ISBN: 9780325112480 ; Courageous Leadership in ************************** Taking a Stand for Social Justice ************************** Series) ISBN: 9780807757413 ) had their quotes adjusted automatically (from $13.93 to $5.46; $ **** to $1.99) because we received books with signs of heavy wear that did not correspond to "Used-Like New" condition initially quoted by the customer. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, detached pages and excessive markings and highlighting, etc., as it is stated in our Terms & Conditions. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.

Since the quotes were adjusted for the above-mentioned items, the order was put "on hold" on 11/29/2023, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 12/08/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.

We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.

We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

Respectfully,
******
BooksRun Team
Customer Answer
Date: 12/21/2023
Better Business Bureau:

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

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

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

Sincerely,

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

Customer Answer
Date: 01/11/2024
Better Business Bureau:

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

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

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

Sincerely,

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

Business Response
Date: 02/07/2024
Let us explain the situation incurred once again. Unfortunately, we are unable to compensate for the books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering.

Given the above-mentioned information, the case is considered closed from our side since all the evidence was provided to the customer after the investigation. The payment for the adjusted amount was issued via PayPal to the account stated by the customer, which implies that the payment was received by the customer and the case was closed from our side.

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

Respectfully,
*******
BooksRun Team

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