Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

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

• Initial Complaint

  Date:09/08/2023

  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.

  I rented 3 textbooks from them, was informed that the estimated delivery date would be between Aug 18- Aug 29. . My class started on the 28th of august. One of the text book did not arrive until the 3rd of September and I had to drop the class because I did not have the required book. I messaged them twice (received automated email stating that I would get a response within 48 hours), no response. I tried calling few times to reach customer service, keep getting Voice mail with no option to leave a message. I've been waiting for over 1.5 hours online for their Livechat and my queue keeps getting pushed back "due to inactivity". This company is horribly ran with no customer service to resolve the issue.

  Business Response

  Date: 09/20/2023

  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 08/14/2023 for 3 items  Clinical Handbook of Couple Therapy  (ISBN:  *************), Domestic and Family Violence: A Critical Introduction to Knowledge and Practice  (ISBN:  *************) and Issues and Ethics in the Helping Professions (ISBN: *************) for 90 days with the due date stated as 11/12/2023 for all 3 items.
  
  
  Please note that all the items in the order were shipped separately. The item Issues and Ethics in the Helping Professions was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on 08/19/2023 at 2:06 pm, the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on on 08/21/2023 at 2:53 pm  and the item Clinical Handbook of Couple Therapy (ISBN: *************) was shipped to the customer under the tracking number ****************************** (****************************************************************************************) and delivered to recipient address on 08/31/2023 at 2:11 pm. Please note that once the package is accepted at the postal facility, it becomes solely the responsibility of the mail carrier which means that we cannot influence the delivery process in any way. 
  
  
  On 08/27/2023, the customer contacted us expressing concerns about late delivery of the item Clinical Handbook of Couple Therapy (ISBN: *************) and requesting return of the whole order. Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility.
  
  Please be kindly advised that refunds are usually processed within **** business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned. Thus, as soon as the items in the order are returned to our facility and checked into the system, the full refund of the rental price will be issued to the customer's initial payment method. However, we cannot reimburse the amount paid by the customer at the moment due to the fact that, according to the return tracking number ************ (*****************************************************************************************) provided by one of our representatives, the order has not been shipped yet.
  
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and LiveChat, however, due to a high season, some issues might have indeed occurred. Still, a resolution was provided by one of our representatives and agreement regarding return and refund was reached. 
  
  
  Resolution: We have partially satisfied  the customer's offered resolution as a return shipping label along with return instructions were provided and full refund for the order will be issued to the customer's initial payment method as soon as the package is received at our facility, despite the fact that we do not accept returns of rental orders for a refund since we do not reimburse any charges related to rental orders according to the current policy all our customers agreed to be bound by, in order to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  ******
  
  BooksRun Team

  Customer Answer

  Date: 09/22/2023

  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:

  [Your Answer Here]

   The information provided by the company is inaccurate. I was offered a refund for 1 of 3 books, not full refund. So I am still going to be out $100 for books that I couldn't use. 

   

   

   

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

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

  Business Response

  Date: 10/05/2023

  Please be kindly advised that, as it was already mentioned, according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility. 
  
  Please let us bring your attention to the fact that the refund was offered for all three items of the order upon their return to our processing facility. However, only the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was returned to our warehouse with the return shipping label provided by our representative. Thus, full refund was issued to the customer's initial payment method only for the item that was actually received at our facility.
  
  Furthermore, as we strive to assist all our customers promptly yet rationally, as soon as we noticed that only one of the three items were returned, our representative reached out to the customer to ensure that full refund will be issued for the rest of items as soon as they are checked in back into our warehouse system and the order status is changed to Returned. Please be kindly informed that the company cannot compensate for the books that are not physically returned to our warehouse since such actions could be viewed as fraud or money laundering.
  
  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:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An error in BooksRun ISBN's check caused a $0 payout, and they will not respond to the customer service inquiry that they asked for. Order #*******.After shipping my books, I received an error saying I had entered the wrong ISBN. I found this hard to believe as the number I had entered brought up the book I was trying to sell, so I took a look at the error. They indicated that my entered ISBN of "*************" did not match the book's ISBN "**********". I instantly understood the error, as they somehow had mixed up the *****13 with the *****10. No worries, clearly a machine (not a human) is scanning these books lightning fast. Had they looked in the inside cover, they would have seen the matching ID. Furthermore, had they checked their own system, they would see the IDs did match. I wrote back the same day to inform them of their misunderstanding. I even notified them that on their own website it showed the ISBNs being one in the same, as they were selling the book I sent them.No response. I got another email 4 days later threatening me that if I did not respond, I would lose the quoted order amount. I once again sent the same email, and then tried to go in to submit a ticket through the website to make sure I was properly reaching customer service. The notification on the website informed me "Don't make duplicate requests, as it will delay your response significantly." So I took that as a sign that maybe the ball was rolling.Nope. Sure enough, a week later after multiple automated emails from them and multiple unread emails from me, Booksrun deleted the book off my itinerary and did not pay me.The kicker? They're now selling the book I sent them on their website, still under the exact ISBN they told me I had misentered.

  Customer Answer

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 check I was sent from this company ended up bouncing and as a result, I paid a $15 fee on top of never receiving payment for the book I sold to this company. Absolutely disappointing.

  Business Response

  Date: 08/29/2023

  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 1 item on our venue to be sold at $17.90.
  
  Upon processing it appeared that the book HDEV, ISBN: ************* had its quote adjusted automatically from $17.90 to $17.55 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. The condition was changed to "Used - Very Good", and its quote changed accordingly within the established policy. 
  
  
  
  After the package of the order was delivered to our facility and the book wasexamined, the order was processed and check #****** for buyback order #*******  for the amount of $17.55 was successfully sent to the address the customer provided within the order details on 08/02/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 07/14/2023. 
  
  
  Please note that 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.
  
  In case the check received bounced and could not be cashed out, it seems that an attempt to cash out a check resulted in a charge by the bank. Please be advised that all the basic information required by the bank is contained in the numbers located at the bottom of the check, which include Routing Number, Account Number and Check Number. If some information is lost during the scan, the checks cannot be cashed out for one reason or another, in this case due to the account being closed. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed, and the check was never scanned prior to that. Please also note that such an issue may arise if the bank workers do not scan the check properly, if parts of routing or account numbers get lost during scanning, thus it seems to the system that there's no money in our account.
  
  However, we have consulted our ********************* on the issue and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering. According to the information provided by the bank, check #****** was successfully cashed on 07/05/2023 by the customer directly, and there was another attempt to cash the same check on 08/07/2023, which resulted in a charge by the bank. Please note that these actions can be viewed as money laundering. 
   
  Resolution: We cannot satisfy the customer's offered resolution, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team 

• Initial Complaint

  Date:08/10/2023

  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.

  Sent several books in great condition to booksrun..They gave me a quote of $95 dollars...Now that they have all my books they have adjusted my buyback value to **** for several books..They say due to cigarette smoke. There is no where in there policy about how a book smells..The pages are not yellowed or damaged..You text for support and get a bot..you called the number and NOONE picks up..Total scam

  Business Response

  Date: 08/23/2023

  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 8 items in "Used -  Used - Like New" condition on our venue to be sold at  $95.34 ($97.23 - $1.89 insurance).
  
  Upon processing, it appeared that the quote for  5  initially quoted item (Professionalism: Skills for Workplace Success ISBN: *************; Technology: A World History (New Oxford World History) ISBN: *************; The Language of Medicine ISBN: *************; Business English 13th Edition (LL) ISBN: *************; ****************** A Revenue Cycle Process Approach  ISBN13: *************) was adjusted due to the fact that we received books with a strong cigarette smell.
  
  According to the current Terms & Conditions, books with cigarette smell or any other strong odor are not accepted within our buyback program or may have their quotes adjusted significantly. Thus, the customer initially breached the agreement by sending unusable books. According to the buyback acceptance criteria, such items are not eligible for buyback program as they are not desired by wholesalers and individual buyers due to its condition. 

  Since the quote got adjusted on 08/09/2023 09:53 am, the order was put on hold for 7 days, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer.

  The customer indeed accepted the adjustment of 2 items and declined the adjusted quote for books Professionalism: Skills for Workplace Success ISBN: *************; The Language of Medicine ISBN: *************; ****************** A Revenue Cycle Process Approach  ISBN13: *************, and requested the return of these 3 books  on 08/10/2023 11:22 pm, after the compensation of the shipping cost. Books were shipped back under the **** tracking number **********************  and delivered to the destination on August 16, 2023, 10:57 am. Please see the tracking information: **************************************************************************************;
  
  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.

  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 payment in the adjusted amount of  $21.21 due to the above-mentioned reasons was successfully issued via PayPal the customer provided in their order details on 08/15/2023 10:27 am.

  Resolution: We cannot  satisfy the customer's offered resolution, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  

  Respectfully,
  *****
  BooksRun Team

• Initial Complaint

  Date:07/31/2023

  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.

  Complete scam. They quoted me a price for my textbook. Once I sent it in, they ripped the cover and claimed it was damaged and never sent me my check. Garbage people. Complete scammers. I want the money I deserve and was quoted for the book. They dont respond, dont email back and no one picks up the phone. order number: *******

  Business Response

  Date: 08/23/2023

  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 1 book in their buyback order in "Used - Very Good" condition on our venue to be sold at $73.80. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. 
  Upon processing it appeared that the copy of Sports Law and Regulation: Cases, Materials, and Problems [Connected eBook] (Aspen Casebook) (ISBN: *************) had its quotes adjusted automatically because we received the book with a broken binding and detached pages that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Pictures of the ******************** were attached inside the order and to this letter.
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ******************** with signs of heavy wear cannot be accepted for our buyback program or their quotes will significantly change. Therefore, the initially offered quote in the amount of $73.80 was adjusted automatically to $0.00 by taking into account the above-mentioned condition change.
  The fact that the book in question has broken binding and detached pages implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering. Please find the image o the book attached. 
  Due to the unforeseen technical glitch in the system, the customer was not informed about the quote adjustment via email as it should have been, however after contacting us on July 27, 2023, they were offered a 50% of the initially offered quote despite the fact that the book was delivered to us in a "Damaged - Unusable" condition. The first offer was declined, and the representative offered a 70% of the initial quote in the amount of $51.66. The customer found this amount suitable, and the check was shipped to the customer's address on August 23, 2023. Delivery of the check usually takes up from 3 to 20 business days depending on the proximity  to the location and the work of the mail carrier.  We hope the payment is received by them as soon as possible. The check in the adjusted amount should arrive by September 21.
  Resolution: We have satisfied the customer's offered resolutions which should not affect our business rates, since the payment was issued in agreement with the client based on the condition alternation of the book. 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:07/27/2023

  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 shipped a book to booksrun titled P.O.W.E.R Learning for sell and receive a buyback order #*******. I never received payment to my PayPal of $30.05 (buyback amount) for the sell but was told by a young lady that I would receive payment once the book was received in a few days after I was lied to and told that I would receive payment immediately to PayPal once the book was processed with ***** and that check payments takes a few days to come in the mail. Had I received accurate information about how payments are made and buyback policy, I would have never sold the book to them I would have went elsewhere. A few days later (which is today) I received an email stating that there was an adjustment to the buyback amount due to some issues with the book but they never specified in the email or the order details what was actually wrong with the book which was in good condition btw. They stated that I would receive $0 for the book, and instead had to pay $8.95 in order to have the book returned. So I was able to ship the book for free but now I have to pay to have it returned. I tried calling again but no one answers the phone. Absolute SCAM and total ripoff. I will never do business with them ever again.

  Business Response

  Date: 08/10/2023

  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 1 item (P.O.W.E.R. Learning: Strategies for Success in College and Life ISBN: 9781264201365, PAPERBACK) in "Used - Very Good" condition on our venue to be sold at $30.05 ($31.94 - $1.89 insurance = $30.05).
  
  Upon processing, it appeared that the quote for the item P.O.W.E.R. Learning: Strategies for Success in College and Life was adjusted due to the fact that we received a LOOSE-LEAF Loose Leaf for P.O.W.E.R. Learning: Strategies for Success in College and Life (ISBN: 9781264448166)   with a different ISBN.
  Moreover, the loose-leaf received had its quote adjusted automatically to $1.13 because we received the book in a "Used - Very Good" condition, not a New copy. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. In case with a loose-leaf book, its quote was adjusted accordingly, and the customer was notified via email immediately. 
  
  The customer indeed called our customer support on 07/20/2023, to learn the exact date the payment should have been issued. We informed them that the package was in transit, and the payment is usually issued via PayPal within the next few business days after the order processing. The order was received on 07/25/2023 11:55 am and processed on 07/26/2023. We have no interest in deceiving or holding the payment from clients. The customer has received general information, which is also set out in our policy.
  

  The order stayed on hold since 07/26/2023 till 08/02/2023, 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 08/04/2023. 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
  

  
  

• Initial Complaint

  Date:07/27/2023

  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.

  I contacted Booksrun to sell my college books, one book was purchased in a binder, and the first quote was roughly $77. After requesting through their website that my Psychology book be returned to me, less the shipping expense, I received a check for $45.67, I spoke to several representatives through their site that said someone would get back to me. I've continued to reach out and advised I would not cash the check as it was incorrect, and I have not yet gotten my book back. Time and time again I kept getting the same response" the rep. handling your case will get back to you within a week." Well, here were are almost five months later, and I have an expired check, which is now worthless. I have not received my book back. The company has ignored all of my requests. To summarize, they have my books, but they didn't return my one book, after a price change, nor did they send me the proper check. With these delays, they effectively have the books that I paid for, for FREE. Check from Capitol One number ****** has expired since they have yet to resolve this matter.

  Business Response

  Date: 08/10/2023

  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 4 items in "Used -  Used - Like New" condition on our venue to be sold at  $73.84.
  
  Upon processing, it appeared that the quote for  the  initially quoted item Understanding Psychology ISBN: 9781260194524, Hardcover was adjusted due to the fact that we received book LOOSE-LEAF Loose Leaf for Understanding Psychology (ISBN: *************)   with a different ISBN.
  
  Moreover, the loose-leaf received had its quote adjusted automatically to $3.05 because we received the book in a "Used - Good" condition, not a New copy. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. In case with a loose-leaf book, its quote was adjusted accordingly, and the customer was notified via email immediately.
  
  The customer indeed contacted us after the order had been no longer eligible for the return, but we were never informed that the payment had not been received. The order stayed on hold since 02/10/2023 till 02/17/2023, 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 02/19/2023. 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.
  Check #****** in the adjusted amount of $45.67 due to the above-mentioned reasons was successfully sent to the address the customer has provided on 02/21/2023. Since the check cannot be cashed, we have already contacted the customer to receive the necessary information in order to proceed with the payment reissue, either via PayPal or by check. Once we have received the confirmation, the payment will be issued within the next 1-2 business days to the preferable payment method. 
  Resolution: We can partially satisfy the customer's offered resolution once we receive the confirmation from them how they would prefer to receive the payment in the adjusted amount, just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

  
  Respectfully,
  *****
  BooksRun Team
  

• Initial Complaint

  Date:07/19/2023

  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 my textbooks from last semester in graduate school back to this company for an agreed upon rate ahead of mailing the books to them. Two of the textbooks were brand new and they sent an email make to me stating these ***** new never used books were in poor condition and they would only pay me a fraction of the agreed amount. Additionally they stole two very expensive pathophysiology books from Me that I purchased at my university bookstore stating that they were fraudulently made books. This is completely untrue and unacceptable. They even went as far as to provide photos of books they werent mine with markings stating why they were stealing my money. photo evidence and refuse to pay me for or mail me back my property. They need to be held accountable . I demand they pay me the agreed upon amount in full plus reimbursement for my lost time and life enjoyment dealing with them stealing from me. If they can not do this I demand all of my property returned immediately at their expense.

  Business Response

  Date: 08/02/2023

  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 7 ******************** to be sold at $221.76 (Initial offer: $226.25 - $4.49 insurance). Upon taking a closer look at the books, our processing department determined that 2 items, such as:  Pharmacotherapeutics for Advanced Practice: A Practical Approach ISBN13: *************; Guide to Clinical Documentation ISBN13: ************* 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": Study Guide for Pathophysiology: The Biological Basis for Disease in Adults and Children ISBN: 9780323413091; Pathophysiology: The Biologic Basis for Disease in Adults and Children ISBN: 9780323583473  had their quotes adjusted automatically from $11.97 to $6.90 and from $27.57 to $11.03 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 in the amount of 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 07/12/2023 till 07/19/2023, 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. 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 07/15/2023 02:54 pm, therefore, the order was reprocessed on 07/17/2023. 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 LiveChat 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 sent by check #****** for the 5 remaining books that had been accepted within order was issued in the amount of $103.55 on  07/18/2023. According to our bank, the check in question was successfully deposited by the customer on 07/24/2023. 
  
  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 (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.
  
  The customer did indeed contact us on 07/13/2023, 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.
  
  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:07/11/2023

  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.

  The business received my items in excellent conditions on July 10th. They waited a day then told me on July 11th that my items were ruined and they would be keeping the $70 they owe me and refused to connect me with a customer service representative. The items were damaged once booksrun got ahold of them and I do have pictures for evidence. I reached out multiple times to have the shipping cost waived to send my items back as they were not damaged when they delivered. They do have a time frame of 48 hours and since they are refusing to answer Im scared that 48 hours will be done before they answer.

  Business Response

  Date: 07/25/2023

  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 2 ******************** in their buyback order in "Used - Very Good" condition on our venue to be sold at
  $90.86. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. 
  Upon processing it appeared that the items *************** Esthetics: Fundamentals (ISBN: *************) had its quotes adjusted automatically because we received the book with a broken binding and detached pages that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Pictures of the ******************** were attached inside the order and to this letter. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ******************** with signs of heavy wear cannot be accepted for our buyback program or their quotes will significantly change. Therefore, the initially offered quote in the amount of $70.80 was adjusted automatically to $0.00 by taking into account the above-mentioned condition change.
  The fact that the book in question has broken binding and detached pages implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering.
  Since the quotes were adjusted in the buyback order, it stayed on hold from 07/11/2023 for 5 days plus 48 hours and, during this period of time, it was possible to request the return of the item and have it sent back to the customer or accept the adjusted quote. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the books that were not accepted was provided.
  The customer indeed declined the adjustments and requested the return of all the ite that had its quotes adjusted on 07/14/2023, therefore, the order was reprocessed and paid on 07/17/2023 via paypal for the remaining book that had been accepted within order #******* was issued in the amount of $20.06. Meanwhile, the package with the book that had been requested to be returned was supposed to be sent to the customer's address with the tracking number ********************** on 07/15/2023 (the tracking information can be checked here: ********************************************************************************). It was successfully delivered to them on 07/24/2023.
  
  
  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.
  
  
  The customer contacted our Customer Support via email on 07/11/2023 stating that the condition of the book they initially quoted did not correspond with the one that was finally received at our facility. However, no evidence was provided from their side. Thus, on 07/12/2023, within the response rate stated on our website, our representative replied to the customers inquiry, providing an explanation with the photographic evidence confirming that the damaged book was actually received at our facility. After the request for a return was chosen by the customer and the shipping fee was paid, the customer kept asking for a refund of $8.95 they paid to have this book returned, which is not possible as per the existing policy. We would also like to bring your attention to the fact that all the inquiries submitted by the customs were replied to within the mentioned response rate.
  As an experienced and established participant at the textbooks market, we are eager to provide high quality service to our customers, and we have no interest in deceiving or holding the payment from clients.
  
  
  Resolution: We cannot satisfy the customer's offered resolutions which should not affect our business rates, since the book was shipped to the customer's address after the compensation of the shipping cost, as clearly stated in our terms and conditions each customer agrees to follow. The fact that the customer demands the reimbursement of the return shipping cost can be seen as money laundering. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with 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: 07/26/2023

  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:

  I was told by ***** on July 21st at 10:24 am that they were opening a claim with ***** and I would be forwarded the claim number to follow up with as ***** refused to let me file a claim. I have yet to hear back from ***** and did follow up with her again on July 24th at 5:42 pm since they have not provided updates. I would just like that claim number that was supposedly opened on July 21st.

   

   

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

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

  Customer Answer

  Date: 08/11/2023

  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:

   

   I have still not heard of any updates on the ***** claim they supposedly sent in. All I have been told is its filed but no updates on it at all, they are blaming ***** but when I spoke with ***** they said it doesnt take 21 days to hear back. Another lie from booksrun. I had to reach out multiple times to ever get a response back about it. I also would like to mention that I was told the items were completely ripped at the seams and in terrible condition to where they couldnt resell them. However when I got the items back in my possession this was not the case. The items are in great condition and have one page where the seam is slightly damaged. Im not sure why they lied about it, if I wouldve been told it was that one page that was messed up I wouldnt have filed a complaint or confronted them about it. I wouldve just let it go. But lying about it is very unethical. I would also like to add that when I shipped the books they did not have a broken seam or any other damage and the items were packaged with bubble wrap. I dont appreciate the insinuation that I didnt pack them properly as I did. When I asked for the proof of the items being damaged right when they received them I was provided foggy photos that showed no damage to the items or the box. I would assume when they were checking over the book they ripped it but Im unsure. If you try to sell through booksrun beware they are an unethical business and very passive aggressive when you ask them to help you with anything. 

   

   

   

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

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

  Business Response

  Date: 08/19/2023

  In accordance with the current policy all BooksRun users have to comply with, we are  not responsible for any loss or damage incurred during shipping, including issues caused by the irresponsibility of the sender or inadequate packaging. We want to bring the fact to your attention once again that not only did they breached the agreement sending the book in a poor condition claiming it to be a copy in Very Good, but also took advantage to make our representative file a claim with *****, though it is not within our authority under the  given circumstances. No insurance was purchased initially, though  this option is available for our customers to compensate  for the losses incurred in transit. Despite all this, we provided the customer with ***** reference number for further proceedings. They can continue with the investigation of the issue with ***** form their side as it is no longer our responsibility. The book in question was shipped back to their address and successfully received  by them on July 24, 2023, 5:13 pm (********************************************************************************). 
  We  always recommend wrapping the contents securely in plastic  or using bubble wraps to prevent damage. 
  Be kindly informed once again that the company cannot compensate for the books that are not eligible for the buyback program and which have already been returned back to the customer under tracking number ********************** since such actions could be viewed as fraud or money laundering.
  The payment for the second book was issued via PayPal to the account stated by the  customer, which implies that the payment was received by the customer. As a seller we follow all the rules and regulations imposed, but here we indeed made extra steps to resolve what was not our responsibility. 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:06/28/2023

  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 placed an order the sell virtually new text books on line. I did the **** search and they gave me a quote. I printed their QRS code label, packaged as instructed, and went to the post office. I purchased insurance on the books through this company, as instructed. I sent the box, order #*******, on May 18th, 2023. Per tracking, it was received by **** and went through scans in *******. It was to be 4- 9 business days, **** for payment via PayPal if $222(quote minus insurance). No further scans were noted after May 22nd. I contacted **** a week later and emailed BooksRun. **** researched and stated it appeared lost and to follow up on the insurance for reimbursement. I have emailed BookRun customer support 6 times with no response. There phone is not answered and I called several times. I feel like I have been ripped off. It has been been over a month with not so much as a reply. I want my PayPal account paid the $222 for the 8 textbooks that I sent. I purchased insurance for just such an event. I need a response and I need payment for these books immediately. I really feel like this is a scam company. If you can't respond to customers, you should not be in business. I need my payment immediately.

  Business Response

  Date: 07/11/2023

  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 9 items in "Used - Like New" condition in their buyback order on our venue to be sold at $226.81 ($231.30 - $4.49 insurance = $226.81). 

  According to our records, one of the quoted books *********************** in America: A Systems Approach, 7th Edition (Access Code) ISBN: 9781284124514) was not received at our facility in the box with the other books under the tracking number **********************  attributed to the package. Thus, the final quote was reduced for  $0.75, which is the initial quote of the missing item. 

  
  Upon processing it appeared that all the 8 books had their quotes adjusted automatically due to such main reason: we received the textbooks with the signs of wear that did not correspond to the "Used - Like New" condition initially quoted by the customer due to signs of wear that do not fall into the category of "Used-Like New" items. 
  
  In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the books in question was automatically changed from Used - Like New initially quoted to Used - Very Good, and their quotes changed accordingly from $226.81 to $221.53. 
  
  We would also like to draw your attention to the fact that according to our policy,  Used - Like New  condition implies books with slight cosmetic defects to the original packaging, cover or spine, with all original packaging materials included. Dust cover is intact and pages are clean and not marred by any notes. All pages must be included and attached to the binding. Supplementary materials must be included. The above-mentioned description suggests that there should be no markings or highlighting or any other kind of damage to the books quoted in such a condition. Please also note that our policy specifies that the items with writing, markings, or highlighting on multiple pages; ripped, detached, or broken spine or binding; moisture or any water damage, mold, staining; torn cover or pages; or with no ISBN are not accepted for our buyback program at all. Meaning that the agreement was initially breached from the customers side, given that the books received did not comply with the condition quoted. According to the current policy, price quotes may be adjusted in case the item condition is different from quoted, which is the case with this 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 LiveChat, however, due to a high season, some issues might have indeed occurred. 
  
  According to the tracking information provided by the affiliated shipping partner for the tracking number used to ship the order to us with our prepaid label (********************************************************************************), the package got stuck or delayed in transit without us knowing which caused a major delay in processing the payment. 
  
  Payment via PayPal in the adjusted amount of $221.53 due to the above-mentioned reasons for buyback order #******* was successfully issued to the email provided by the customer on 07/07/2023 07:24 am.
  
  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 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