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BBB Accredited Business since

Phone: (650) 288-3500 Fax: (650) 403-4517 View Additional Phone Numbers 1200 Park Place Ste 250, San Mateo, CA 94403 View Additional Email Addresses

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This company offers: Textbook rental

BBB Accreditation

A BBB Accredited Business since

BBB has determined that meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Customer Complaints Summary Read complaint details

244 complaints closed with BBB in last 3 years | 56 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 68
Billing/Collection Issues 18
Delivery Issues 1
Guarantee/Warranty Issues 8
Problems with Product/Service 149
Total Closed Complaints 244

Additional Complaint Information

BBB's business review for was created in January 2011. A recent review of this company's complaints was done in August 2014. Complaints concern consumers returning their books to the company and the company stating the books were not received. In some cases the business advises consumers that only one book was returned though consumers state they returned more than one book in the same package, as instructed.

When returning items, consumers should use the prepaid shipping label, printed from the company's website, as instructed. Preferably, consumers should ship the books back in the same box the books were received in.

Customer Reviews Summary Read customer reviews

16 Customer Reviews on
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 13
Total Customer Reviews 16

Additional Information

BBB file opened: January 20, 2011 Business started: 01/01/2003 Business started locally: 01/01/2003 Business incorporated 09/03/2009 in DE
Type of Entity


Business Management
Mr. Demosthenes Jimenez, Complaints Jean-Michel Boujon, Sr. Director eCommerce Mr. Gary De Vera, Operations Manager Ms. Sara Leoni, CEO
Contact Information
Principal: Mr. Demosthenes Jimenez, Complaints
Number of Employees


Business Category

Books - Textbooks New & Used

Service Area
This business service area covers United States.
Alternate Business Names
Rafter Support Rafter, Inc.

Customer Review Rating plus BBB Rating Summary has received 3.93 out of 5 stars based on 16 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.