Complaints

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:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dvd set - Key and ***** The Complete Series (which per ****** and other online vendors should have 10 discs). I received a DVD case that has a cover that reads Key and ***** The Complete Series but has a sticker that only says 2 discs. I confirmed the 2 discs received are for only Season 1, not the complete series. I reached out to ThriftBooks through their chat and was told by ******* that I would need to return the discs (they would send me a label) and then I would be refunded. I advised I did not want a refund but just what I ordered. ******* disconnected the chat on me. I called by phone and spoke to Diertra who spoke down to me and made me feel dumb. I explained I am fine returning the discs but I just want what I ordered for the same price I paid originally. She advised to keep the incorrect item and she is issuing a refund. She said if I want the original price I would have to wait for it to go down again. She also advised she cannot guarantee if I ordered it again I will get the correct item. This is very misleading to sell something as complete series but cannot guarantee it is the item you are selling. I had to ask for a supervisor multiple times and wait on hold for extended period before Diertra gave me a $5 credit so I could reorder at the price I previously paid. I reordered but I am still not guaranteed to get what they have listed in their website per their customer service representative. I feel very defeated to be treated so rude by a company I thought highly of. I did not like being mislead and being spoken down to very rudely. I do not want these incorrect discs and now I am stuck with them. I just want what I ordered to be correct as listed in their website and to not be treated so rudely when looking for reasonable assistance.

  Business Response

  Date: 07/01/2025

  Dear ****,

  
  Thank you for bringing this matter to our attention. I want to begin by sincerely apologizing for the experience you had with your recent order and, more importantly, the way your concerns were handled. This is not the level of service we strive to provide, and Im truly sorry that your interactions with our chat and phone support left you feeling frustrated and disrespected.

  It is absolutely unacceptable for any customer to feel dismissed or spoken down to, and I assure you we take your feedback very seriously. We are thoroughly reviewing the service you received during your chat and call, and will be addressing this internally to ensure this does not happen again to you or any of our customers. While we understand youve already been issued a refund and a credit to help offset the cost difference of reordering, we also acknowledge that this situation couldand shouldhave been handled much better from the start. We deeply regret the confusion surrounding the product listing and the inconvenience caused by receiving an incorrect item.

  Our hope is that this experience does not diminish your trust in us or impact your willingness to continue doing business with ThriftBooks. Your satisfaction is incredibly important to us, and we want to make this right. A member of our management team will reach out to you via email, to ensure this matter is fully resolved. 

  Thank you again for giving us the opportunity to make amends. If theres anything else we can do to assist or restore your confidence, please dont hesitate to reach out.

  
  Warm regards,

  ThriftBooks **************** Team

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23538502
  
  I am rejecting this response because:

  This is not a full rejection but I would like follow-up from ThriftBooks please. I appreciate what they said in the BBB response but they did not address how the representative on the phone advised they cannot guarantee I would even receive the correct item that I ordered. If I ordered the complete series of a show on dvd, because that is what is presented on the website, that is what I expect to receive. I understand mixups happen but she advised they cannot guarantee that when you order something you are actually going to get what you order which is concerning. Feels like a ****** or false advertising. 
  

  Also, I received an email from ******* which stated As an additional token of our apology, were providing you a full refund for the replacement order that you recently made.. It has been 2 days since the email and under order #******** no refund has been processed. I understand from their correspondence it can take 2-5 business days to reflect in my bank account but their website updates immediately and is noted in the order page. It is misleading to email someone you are processing a refund then not to process it. I do not like that I have to spend time to contact customer service again to get this resolved. 
  

  I enjoy ThriftBooks and I am just disappointed in how difficult this situation has been. Hopefully I get the correct item that was presented on their website and that I purchased to resolve this issue. I do not know if I will get the refund ******* advised but I am too tired to spend more time on the phone. 

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

  Business Response

  Date: 07/09/2025

   Dear ****,

  
  Thank you for taking the time to share your additional  feedback. We sincerely apologize for the frustration and inconvenience you've experienced with your recent order from ThriftBooks. We understand how disappointing it must have been to receive an item that did not match your expectations, especially when you placed an order for a complete series as advertised. Your concern regarding the representative's comment about not being able to guarantee the accuracy of what was ordered has been noted and escalated to our team for further review. This is not the experience we strive to provide, and we truly regret that our communication did not inspire confidence.

  Regarding the refund: I want to assure you that the refund for Order #******** has been processed. While it can take 25 business days for the refund to appear in your account depending on your bank, we recognize the importance of transparency and consistency. We regret that the refund was not immediately reflected in your order status online, and we are reviewing our procedures to prevent such confusion in the future.
  

  We also show that the replacement order has been delivered. We hope it meets your expectations. However, if there are any issues or if the item you received is still not correct, please dont hesitate to reach out to us directly. Were here to make it right.

  Your loyalty to ThriftBooks means a great deal to us, and we are truly sorry for how difficult this situation has been.

  We value your business and are committed to providing a better experience moving forward.

  
  Sincerely,
  *******

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23538502
  
  I am rejecting this response because:

  Again, this is a partial rejection because I am waiting for a response from ThriftBooks. I received the replacement DVDs I was forced to order. Again, I ordered Key and ***** the complete series (which should be 10 discs = 5 seasons). I received a box for Key and ***** Complete Series but only had 2 discs for season 5 (pictures included with this response). Per the last BBB response ******* asked me to reach out if the replacement was incorrect. I emailed her yesterday asking for an immediate response and have not gotten one. 
  

  I find this unacceptable. Per the ************************ it is illegal for a retailer to post items online with a specific description, sell them to consumers, then not deliver the listed and documented item. At this point ThriftBooks has taken my money twice for a specific item listed and explained on their website as a complete series then only sends me the first season and then when they advise they will make it right sends me the fifth season. As I advised ******* in my last email this feels like I am being taken advantage of. 
  

  I would like ThriftBooks to deliver on the item I have purchased twice based on the detailed listing on their website. I would like an immediate response considering too much time has passed on what should be a simple solution. 

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

  Business Response

  Date: 07/18/2025

  Dear ****,

  
  Thank you for your response. I wanted to follow up here on the BBB platform to ensure full transparency. We have been actively communicating through our email support portal, and *** arranged a replacement item sourced from another vendor. I am confident that this replacement (which should arrive today) will resolve the concerns that led to your original inquiry. 

  Please dont hesitate to reach out if you have any further questions or need additional assistance.

  
  Best regards,
  *******
  ThriftBooks Customer Support 

  Customer Answer

  Date: 07/18/2025

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

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2025, I paid $15.19 for a copy of the Little Golden Book THE SAILOR DOG to give to my first great-grandson. Thrift Books put their sticker on the front of the book, and when I removed it the cover picture pulled off from the glue on the sticker. I didn't expect a perfect book, but the seller damaged it by putting their sticker on the front. I would like a replacement, with no sticker!

  Business Response

  Date: 06/13/2025

  Dear *****, 

  This is ******* from the ThriftBooks **************** team. Thank you for reaching out, and I truly appreciate you sharing your experience with us.

  Im so sorry to hear that the copy of The Sailor Dog you received was damaged due to the placement of our sticker. We completely understand how disappointing this must have beenespecially since it was meant as a gift for your first great-grandson. You deserved to receive a book in better condition, and we sincerely apologize for the frustration this has caused.

  Unfortunately, we do not currently have any additional copies of this title in stock. As a result, Ive gone ahead and issued a full refund of $15.19 back to your original payment method. This should reflect within 25 business days, depending on your bank. There's no need to return the bookyoure welcome to keep or dispose of it as you see fit.

  If you'd like, you can add this title to your Wish List on our website. As soon as we receive another copy, well send you an email notification so you can place a new order right away.

  I have added a free book to your ReadingRewards balance (this is in addition to the others you already have) Next time you get to checkout, the free book will be applied, automatically. Again, we're so sorry for this entire situation! 

  Thank you again for bringing this to our attention, and for giving us the opportunity to make it right.

  Please dont hesitate to reach out if you have any other question, we're always here to help.

  Warm regards,

  *******
  **************** Manager

  
  ThriftBooks

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding the ongoing service and fulfillment issues Ive experienced with ThriftBooks. I placed an order for a hardcover edition of a book, but I have now received the incorrect paperback format twice.After the first incorrect delivery, I contacted the companys customer service team. Multiple representatives acknowledged the mistake and assured me that a hardcover replacement would be sent. To ensure accuracy, I was even provided with the **** number corresponding to the hardcover edition. I was told this would guarantee I received the correct version.Despite these assurances, I recently received a second paperback copyonce again not the format I ordered. I have spent significant time communicating with their support team and was led to believe the issue would be resolved. I also have chat transcripts and an email from the company confirming that a hardcover was to be sent.Most concerningly, after this second incorrect shipment, ThriftBooks has now refused to send me the hardcover copy I originally orderedeven though they previously committed to doing so. This refusal, following repeated errors and broken promises, reflects a lack of accountability and disregard for customer trust.This experience has been deeply frustrating and disappointing. It reflects not only a failure in fulfillment but also poor customer service and follow-through. The company acknowledged the error, committed to a solution, and failed to delivertwice. There has been no meaningful accountability or effort to properly resolve the ********* this point, I believe this issue merits escalation and formal documentation. I am requesting that the BBB assist in facilitating a resolution. I am simply asking that the correct hardcover edition I ordered be sent without further delay, and that the company take responsibility for its repeated failures.Thank you for your time and attention to this matter.

  Business Response

  Date: 06/06/2025

  Hi *******,
  
  Thank you for taking the time to share your experience with us. I want to sincerely apologize for the repeated frustration and disappointment you've encountered.
  
  You originally ordered a hardcover edition and, despite multiple contacts and assurancesincluding provision of the correct ISBNyou unfortunately received the incorrect paperback format twice. I understand how deeply frustrating this has been, especially after being assured that our team would resolve the matter and send the correct format.
  
  *******, one of our customer service managers, escalated this situation to me directly. Upon her request and based on the confirmed listing discrepancy, I approved the shipment of a NEW hardcover copy at no additional cost to you. Our intent here is to honor the commitment previously made and ensure that you finally receive the correct edition.
  
  In addition to placing this new order, weve also escalated the listing issue to our product data team. This helps prevent similar issues for you and for other customers in the future.
  
  Were grateful you brought this to our attentionits through this kind of feedback that we continue to improve. Youve shown remarkable patience, and we recognize the time and effort you've already spent trying to resolve this.
  
  If you have any further questions, concerns, or if theres anything more we can do to restore your trust, please dont hesitate to let us know.
  
  Warm regards,
  ******* *********
  Director of Customer Service
  ********************

  Customer Answer

  Date: 06/06/2025

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

• Initial Complaint

  Date:06/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding an order of 9 books with Thriftbooks.com. I am shocked by the condition of what I received and several of the items were incorrect items yet they refuse to refund me. I would even be happier if they exchanged what I got for the CORRECT items. Or I would accept a store credit. I am trying to build a library of my favorite books and I trusted that the prices I am paying reflect the condition promised and that they would be books I could read again however these are a huge disappointment. Pride and prejudice was NOT in good condition and needs to be refunded. I don't want to touch it much less read it. Then Gone With the wind was supposed to be a BOOK not a DVD! I just looked at my order to see if I was mistaken but no, I chose a hard back BOOK but they sent a DVD. Then there are Little Women and the Secret Garden that were sent as children's books "retold" from the author. Not the novel, which is what I ordered. Again, not acceptable. I ordered the original books by the original authors. The Great Gatsby was obviously NOT in "very good condition". I haven't received the rest of my order but I cringe to see what that is going to be. They are shipping customers very old library ******************** in horrible condition yet claiming they are in very good or good condition and they are also sending the incorrect item but refuse to rectify it with the correct one.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an incorrect item and according to the return policy of thrift books, I returned the book for a full refund. According to thrift books policy I was supposed to receive my refund within 48 hrs. I have yet to receive the refund credited to my bank account. I want my refund.

  Business Response

  Date: 05/28/2025

  Dear *******,

  We sincerely apologize for the inconvenience you experienced and truly understand your frustration regarding the delay in receiving your refund.
  We want to assure you that your return was processed according to our policy, and your refund has been issued on our end. However, due to the recent holiday weekend, there may have been a delay in the transaction being reflected in your bank account. While we strive to process refunds promptlytypically within 48 hoursits important to note that once a refund is issued, it can take 3 to 7 business days to appear in your account, depending on your bank's processing times.

  
  We appreciate your patience and understanding, and were here to help if you have any further questions or concerns. Please dont hesitate to reach out to our customer service team directly for additional support.
  

  Sincerely,

  ******* ************************************ Manager 

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After ordering books from ThriftBooks, I received an update showing my old address as the one they were delivering to. I contacted them to see if they could intervene. They could not. I reminded them I had just bought books from them a few weeks prior, and they had the correct address. They said sometimes the system just picks an address and that I should remove my old address on file. I did that, but first, out of curiosity, I went through the process of ordering again on their website (just shy of finalizing the sale), to see which address came up. Well, the system never should be picking an address because I got to pick my address from a drop down menu. (That is, my correct address came up automatically and I could only change it if I intentionally used a drop down menu and selected my old address-which I did not do when ordering!)This is 100% a faulty system and they acknowledged as much. No one expects an old address on file to be used by the company if it was not chosen by the buyer. Id like the ******************** replaced with ones of equal quality or if thats not possible, Id like a refund. Sincerely,***** ********

  Business Response

  Date: 05/20/2025

  Greetings from ThriftBooks, 

  We are sorry to hear that your books shipped to the incorrect address.  We have escalated your case for review and you should be receiving an email from Management.  A replacement order has been issued and is shipping to the correct address.  If we can be of further assistance, please do reach out by replying to the email from our manager and they'll be happy to assist you.

  All the best, 

  ThriftBooks

  Customer Answer

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/04/2025 at 13:06:57 I spent $9.58 getting the book Set for Life (Revised Edition) by ***** Trench. This was the book in the illustration. What arrived was the older version of the book. On Wed, May 14, 2025 at 1:10 AM I sent an email explaining their mistake and said that the wrong picture was still being displayed. They said, "...this item is not eligible for a return. Display images are always stock photos unless otherwise specified." They did not correct the picture after my complaint. The picture was small and hard to see, but it clearly had the yellow rectangle indicating it was the revised edition.BTW, you do not say if the desired settlements are options, one of which would satisfy the complainant, or if all three settlements are requested. I have assumed the former.

  Business Response

  Date: 05/20/2025

  Greetings from ThriftBooks, 

  We apologize that you received the wrong edition of Set for Life.  We have issued a full refund to you for this order.  Please allow 2-5 business days for that refund to post to your original payment method. 

  We have opened a ticket to further investigate the **** on this title and update the data associated with this item.

  Again, we truly apologize for the experience you had with your recent order.

  All the best, 

  ThriftBooks

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is taking my self-published book through *************************** and selling it without my authorization.ThriftBooks is a used book retailer, and their model relies on reselling donated or secondhand books rather than purchasing directly from publishers or authors. Here's how they can legally sell and distribute your book even via outlets like ******* without your direct involvement:1. First Sale Doctrine (U.S. Copyright Law)Under the First Sale Doctrine, once a legally purchased physical copy of a book is sold (e.g., by the original buyer), the new owner (like ThriftBooks) has the legal right to resell that copy without needing permission from the author or publisher.This means: If someone donates or sells a copy of your book to ThriftBooks (or to a third-party bulk seller), they can list and resell it legally.2. Distribution to ******* and Other Retailers ThriftBooks has partnerships with third-party marketplaces, including *******, ****, and ******. When your book is resold through ThriftBooks inventory, it may appear as available through *********** under their third-party seller program. ******* doesnt vet or control each product listing individually it relies on the legality of resale.3. What Theyre NOT Doing They are not republishing your book or making unauthorized digital/e-book copies.They are not printing new copies unless its public domain, a rare case with older works.If You're the Author and Concerned:If the listing contains incorrect information (wrong cover, summary, or fake listings), you can request a correction or takedown.If your book is self-published and you see a new copy being sold that you didnt print, that could suggest piracy which is a different issue and should be reported immediately.

  Business Response

  Date: 05/02/2025

  Greeting from ThriftBooks, 

  ThriftBooks is licensed by its distribution partner to sell all new books, and ThriftBooks pays royalties to authors indirectly through our payments to our distribution partner.
  
  Presumably, you or your publisher granted ThriftBooks' distribution partner a license to make your book available for sale. (Please note that books "self-published" through, for example, ******'s Kindle Direct Publishing, are often authorized for distribution to channels, including our distribution partner, without the self-publishing platform author being aware of that distribution right.)

  
  Your publisher or self-publishing platform should be able to clarify, and we'd ask that you please direct questions related to your authorized distribution channels and royalties to your publisher or self-publishing platform.  For additional information regarding royalties or distribution please contact us at **********************************************************.

  All the best, 

  ThriftBooks

  Customer Answer

  Date: 05/12/2025

  Resolved. Thanks

  
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on March 31st 2025 I ordered the "World Christian ************ 2nd **** when the package arrived I recieved only volume 2 of a 2 volume set, there was nothing in the product discription of this being only part of a set. When I reached out to customer service I was told I would need to return the book in order to get a refund, I replied that I would rather be sent volume one as the image on the listing showed both books, they resonded that they just use stock images but they include all the details in the item detail page, I responded that after looking at their website it clearly shows that they have volume 1 for sale by itself. Interestingly, the volume 1 they have listed is also a former libary book, and listed as the same condition of 'good'. They then said that this was a listing error and they would refund my money without me having to return the item (which in my mind at least is an admission of eather fraud or incompatance) but would not respond to my request for volume 1 to be sent to me. This suggests that they intend to repeat this scam where they sell half a set to some unwitting customer again.

  Business Response

  Date: 04/07/2025

  Greetings from ThriftBooks, 

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and confusion surrounding your order.  While your first order has already been refunded, we understand the frustration this situation may have caused.

  Weve escalated the matter internally and can confirm that Volume 1 is scheduled to ship today.   Additionally, a full refund has been issued for the second order you placed please feel free to keep that item with our compliments.

  Were also taking steps to correct the product listing to prevent this issue from recurring. We truly value your feedback and appreciate your patience as we work to make this right.

  All the best, 

  ThriftBooks

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd ordered on February *******, Alien Harvest by ***** Moulton ****. But on March *******, I received the wrong book which is Alien Animals by ******. I paid a lot of money and do not want this trash book Alien Animals. I'm mailing it back to their Texas office. I tried Emailing and to complain on their website which are not responding. I want a refund. I reordered it but threw ***** This is the third time they messed up on an order to me in a year time. Not happy. I bought a lot of stuff from them and hoped they would be willing to fix problem. Instead, I'm being ignored and refused help from their department. Their website and Email will not respond nor accept my request.