ComplaintsforAbebooks.com

• Initial Complaint

  23/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a textbook from AbeBooks seller "Save With Sam" listed as "Brand new!" on 07/29/2023 for $338. It arrived yesterday 08/22/2023 and it was anything but brand new. It has highlighter and pen marks all over it, the cover is damaged, and pages are bent. Used copies of this book go for less than half of what I paid, and if I had wanted a book in the condition I received it in, I would have paid less than $150. However, I always pay extra for new books because I have a learning disability and have immense trouble reading books with another student's markings in it. I also cannot return the book, because the class that I need it for has already started, and I don't have enough money to purchase a new book without the refund from this purchase. Additionally, I feel strongly that I should not have to pay additional money to return the book when this situation is due to the intentional misrepresentation of the product by the seller, "Save With Sam". "Save With Sam" is operating a scam by representing their books as significantly higher quality than they actually are, in hopes that customers don't bother with returning or complaining.

  Business response

  31/08/2023

  Hello,

  We understand the customer's frustration and have provided them with the options for a solution in accordance with our policies by email throughout August. Our Customer Trust Team has been notified of the experience for review as well.

  Thank you,

  *******

  Group Manager, Customer Support and Trust
  

  Customer response

  31/08/2023

   I am rejecting this response because:
  
  AbeBooks’ assisting sellers **** ************* ******* *** ********* is ********* shocking

  Business response

  11/09/2023

  Hello,

  We've advised the buyer on the options available in accordance with our Return Policy. Our team has followed up with the seller as required by our internal policies.

  Thank you,

  *******

  Group Manager, Customer Support and Trust
  

• Initial Complaint

  22/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1. July 31, 2023 order date. 2. $72.74 paid for two NEW books: "Black Coffee" for $36.95 and "The Spider's Web" for $28.03, plus charges for taxes and shipping. 3. The company failed to send the two, NEW books. Instead they sent two, USED, books in dirty, poor condition. The book, "Black Coffee" is mold-infected and not safe to use. 4. I requested by email that the company: a) refund the full charges for the TWO books; and 2) send me a postage-paid return label so I could return the books if they wanted them back. THEY DID NEITHER. They also never responded with a reply which addressed my two requests. Instead, they sent me another unacceptable, dirty USED book which they bought from another online bookseller, **************** The book came without an invoice and was labeled: "No Invoice Please". I contacted **************** They advised me that the book they had been requested to send to me cost $6.63 (for the book AbeBooks.com charged me $28.03, plus taxes and shipping). They also confirmed that the book they sent to me was USED, not new. They advised me this was unacceptable and they would be investigating *** ******* *** ******* ***** ****** *** ***** ***** *** **** ** *** *** ********* ****** *** *** *************** **** *** ********** I have also filed a formal dispute with my credit card company and they are investigating these charges as well. ** ***** ***** *** ********* ** I have copies of the original order which clearly advertises the books I ordered as "NEW"; all emails I sent and received; the "No Invoice Please" label; and the old, dirty, mold-infected books stored in my garage as they are not safe to have in my home. * **** ******* *** ** **** *** ********** ** ***** *** *** **** ***********

  Business response

  30/08/2023

  Hello, 

  Since the buyer has filed a chargeback against their purchase, our ability to issue a refund has been disabled. I've emailed the buyer to let them know that they've been refunded by their credit card company.

  Thank you,

  Krystal

  Group Manager, AbeBooks Customer Support & Trust
  

  Customer response

  05/09/2023

   I am rejecting this response because: this company sent ****** USED merchandise from another third-party seller. The represented the product as "BRAND NEW" and charged a premium price. Then, they purchased USED product for 1/5 of the cost they charged me and had the product sent with directions of "NO INVOICE" ** * ***** *** ** ***** ** ***** ***** 

  After days of their failure to provide ANY truthful customer service, I had to file a dispute with my credit card in order to get my money back. 

  I now have my money refunded ONLY because my credit card company took action against this ******* business. 

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

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

  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/15/23 I ordered a book from Abebooks.com as a retirement gift. I had researched what I was looking for and on their site there was a picture of the book (all black binding) and the description was 1933 auto biography of the Red Baron (Der Rote Kampfflieger). on 8/5/23 I received a copy of the book printed in 1988 with a binding depicting Baron von Richthofen. It was clearly a school book and not at all what I had ordered. They have offered to refund my purchase price and shipping (14.4 Euros) if I ship it back to them but of course they know that it will cost me *** to ship it back to them which is more than the price I originally paid. This is part of their scam. They entice people in to buy an antique book, then send them a modern version of it knowing that the cost to return it overseas is more than the purchase price and original shipping. They know too that EU fair trade practices only require a refund if the item is returned. I've included a copy of the sales receipt clearly showing the 1933 printing date that was advertised, along with a copy of what the book sent to me looks like (with Richthofen's picture) and the black bound one (the 1933 version) similar to what was depicted in the sales offering.

  Business response

  09/08/2023

  Hello,

  We've issued a refund for the order on behalf of AbeBooks as an exception to the return policy and have notified the buyer by email.

  Thank you,

  Krystal

  Manager, AbeBooks Customer Support & Trust
  

  Customer response

  09/08/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20435207, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased book on July 20th and in a few days I asked for tracking number. It stated was picked up by unknown carrier and never received by ****. I contacted customer service several times getting different answers all the times from it was shipped from warehouse, to it never passed inspection. I than saw posting of book from same seller with increased price. I investigated and found seller on several sites doing same thing. So informed customer service they seem to not care and I contacted seller twice no response. I just want my refund being that I am not going to receive the book. They had stated in one email that refund was issued then in another that refund was initiated and seller has up to 8 days to respond. If it didn't pass inspection like the prior email stated then what is the hold up. Why must I wait for seller response and also why did one email already state I we refunded and I should see withing 48 hrs.

  Business response

  03/08/2023

  Hello,

  The buyer has been refunded in full and has been notified by email that this has been completed as per policy.

  Thank you,

  Krystal

  Manager, AbeBooks Customer Support and Trust
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a book listed in very good condition, book is acceptable at best. Book is dirty, grimy, the spine is broken and the dust jacket is torn.

  Business response

  03/08/2023

  Hello,

  We issued a refund for the buyer in accordance with our Return Policies and have let them know by email.

  Thank you,

  Krystal

  Manager, Customer Support & Trust
  

  Customer response

  03/08/2023

  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.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a book that was listed as being in very good condition. The book I received contained extensive notes and underlining on over 40 pages. I was told that if I wanted a refund I would have to send the book back at my expense. I replied to the email that this was unfair, as the seller, HPB-Diamond, had misrepresented the condition of the item. The response I received was from the seller, once again telling me I would need to return the book at my own expense.

  Business response

  19/06/2023

  Hello,

  The customer has been provided a full refund and has been contacted directly.

  Sincerely,

  A.K.

  Customer Trust Manager
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a book through Abebooks that was said to be in good condition. When the book arrived it was absolutely not in anything close to good condition. I contacted them to try to fix the issue amd was told I would be responsible for shipping the book back, and if the seller agreed the condition was not as described I would receive a refund. **** ** * ********* ******* **** *** ****** *** ******* ****** ** ** ****** They have not responded to my last email sent 4 days ago. Now I'm stuck with a book that is nowhere close to as described. I don't want to be out the cost of the book, plus the return shipping which will be just as much if not more, and then no longer have the book either. **** ** ** ** ********* ********* ******** *********

  Business response

  11/04/2023

  I called the customer directly yesterday and we were able to resolve the issue by a credit being issued on behalf of AbeBooks for the order. The buyer will see the credit applied on their next statement.

   

   

  Customer response

  12/04/2023

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.

• Initial Complaint

  20/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 books Jan 10, 2023. I did not receive the two books I ordered, instead they sent my an entirely different book. One book was refunded. The other book was to be refunded once I returned the incorrect book. Itnitially the vendor only agreed to refund shipping cost for the original book. The problem was the book they send me was much larger and heavier so it cost more. Once they agree, I sent the book back. It was received 2/16/23 per tracking and I've made several emails requesting the refund of my $56.09. Each time someone at Abebooks copies me on a email directing them to issue the refund and and I still have not received my refund.

  Business response

  20/03/2023

  Hello,

   

  As the buyer filed a chargeback against this claim with their credit card company, AbeBooks is not able to issue a refund through our system as they were refunded when the claim was filed by their bank and AbeBooks was charged. I have contacted the buyer directly to request that they contact their credit card company to confirm that they were refunded via their chargeback policies.

   

  Thank you,

  Customer Support & Trust Manager
  

• Initial Complaint

  14/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order date: January 10th, 2023 On January 10th, I ordered a textbook on AbeBooks. I received confirmation that the book would arrive in 7-12 days, but the book did not arrive until February 10th, over 30 days after the order was placed. I messaged the seller twice requesting a refund due to the lateness, and the representative, ******, replied twice with "the book was delivered", not responding to my inquiry.

  Business response

  15/02/2023

  We have contacted the buyer to advise how to return the item to the seller for a full refund including their return costs in accordance with our policies.

   

   

*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. ↩