Complaintsforalibris

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August of 2023 I purchased a book on their website, The book that arrived was not what I ordered. I returned it per their return authorization instructions. Since then I have been emailing back and forth with their **************** people about getting a credit. They will look into it, they need more information from me, then the credit was issues (no credit show on my credit card) Back and forth again. THEN they say I have to contact **************** ??? (Who was I emailing with? The only phone number for them is a recording directing me to the website. Im out the money and the book and get NO help from them.

  

  Business response

  03/08/2024

  The return of this item went back to the independent seller who filled the order last August, but it doesn't appear that they ever received or processed the return. I have pushed through the return/refund on our (Alibris) side now. The customer should see a refund to his credit card within 2 to 5 business days.

  Customer response

  03/08/2024

   
  Complaint: 21399598
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I am not satisfied with Alibris response.
  In one of my many emails with Alibris in November of 2023 I attached the Proof of Delivery that showed the day, time of day, and location the return was received. The same address as shown on the return authorization I was given by Alibris to use. They responded that they could not open attachments due to security concerns. Since November we have exchanged a number of email were they ask over and over again for the order number and tracking number, which I have supplied. On February 21 2024 their email said they have issued a credit on the original payment method that day. On March 1 2024 they said the refund was made on21/02/24. On March 4 ************************************************** when I told them I had not received the refund. On March 5 2024 they again told me the refund was issued on February 21, 2024. On March 8,2024 they again asked for the tracking information and delivery information.(They should not have needed this if a refund had been made.) I checked and not it looks like the tracking number is being reused and does not show the *** for my return.
  

  

  Business response

  03/11/2024

  We have not asked for more tracking information, and despite any that the customer provided previously in an attachment that cannot be opened, the bottom line is the seller did not receive and process the return. As I mentioned in the last complaint, the refund has now been processed in our system:

  Mar 8 2024 12:00AM - CC REFUNDED (******** $28.17)

  It usually takes 2 to 5 business days to show up on the credit card statement, so if it hasn't shown up yet it will any day now. The customer can verify this with his credit card company.
  

  Customer response

  03/12/2024

  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. I have finally received the credit on my credit card statement.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Alibris listed a book on BAM used book marketplace that I purchased. They used a photo of the book that was different than what the actually shipped me.The listing used a photo of a book valued around $200 which I thought I would be receiving.Instead I received a different version of the book that was worth only around $40.The main reason I am filing this complaint, is that my refund from BAM depends on communication with Alibris, so I am hoping they see this complaint and can help expedite me getting a refund.

  

  Business response

  03/06/2024

  The customer was provided return instructions through Books A Million, who contacted us about the issue and we responded with:
   
  I'm sorry to
  hear about the trouble with the order (**************)! The customer is
  welcome to return the order in the next 30 days for a refund. Please
  have the item returned to:
   
  textsforsale
  *********************************************************; 77019
  *************
   
  To
  make sure we process the return correctly, please be sure to include a
  packing slip with the return reason noted. As soon as we receive the
  package back, charges will be refunded to your company, who handles
  issuing the refund back to the customers account.
   
  If there's anything else I can help with, please let me know. Thanks, and have a nice day!
  

   

  The customer should use the above instructions which BAM will have provided to him to return the item to the seller, at which point he will be refunded by Books A Million.
  

   

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A college textbook was purchased from/fulfilled by Alibris through the website eCampus.com. Ecampus.com's policy for settling disputes regarding purchases is to contact the actual seller of the item, in this case Alibris. The textbook that was bought and paid for "Human Epigenomics" was not what was shipped. Instead I received a book about ****** tourism, "*****, Burgubdy Region, Travel Guide, ******". Attempts were made to reach out to both Alibris and eCampus for resolution to this problem. Neither company is willing to accept any accountability to resolve this. The purchase price for the textbook was $67.15, and with taxes came to $72.66. Records of emails where I attempted to contact the company have been retained. Attempts to contact via phone have been entirely unsuccessful.

  

  Business response

  02/22/2024

  We received an email from this customer on January 10, and responded as we are required by eCampus policy, which is to ask the customer to follow up on their request with eCampus directly. Since the order was placed with eCampus, only they advise the customer about it. The customer also was charged by eCampus, not by Alibris, this means that any refund processed on our end goes to eCampus, not to the customer. The customer needs to request return information from eCampus and follow their return guidelines.

  Customer response

  02/24/2024

   
  Complaint: 21326424
  
  I am rejecting this response because:

  I have followed ecampuses guidelines according to their policy. I have reached out to Alibris, I have reached out in every possible way to ecampus. If alibris is unwilling to helped reach the appropriate department to help rectify this situation, I have no other options for help. If ecampus is responsible,  I have exhausted every avenue for contacting them for resolution. I need this fixed please. I'm just asking for ****** to assist me with resolving this issue through ecampus please. 
  
  Sincerely,
  
  ***************

  

  Business response

  02/27/2024

  I have pushed through a full refund for the order to help the customer out, with no need for a return. However, this refund is processed to eCampus, as Alibris does not have any customer billing information. The order was placed with eCampus and only eCampus can resolve the issue with the customer. Again, the order has been refunded on Alibris's side. It is up to eCampus to refund the customer.

  Customer response

  03/01/2024

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

  However, as I have had a terrible time obtaining return contact from ecampus.com, I would so greatly appreciate the BBB's help to ensure that the refund received to them to compensate for this issue is fully returned to my credit card.

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

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order#: ******** Tracking#: ************************** On November 1st, 2023 I paid $32.83 for a used textbook from a seller named, "GW ******* Books".Some background info, I live in an old hotel that's being used to house fire survivors. Resident's mail is kept at the front office and can only be picked up between 2:00pm and 4:00pm, making it difficult for residents who have jobs or attend college full time (such as myself) to collect mail.The tracking information reveals that the package was delivered to my address on Nov.6th. It then shows that the package was returned to sender on Nov. 8th, citing that the recipient had moved and left no address. On November 10th the package was scanned at **** facility in *******, **.I tried to contact the seller to request that the package be sent back to me using a secondary address, I was willing to pay for s&h. I tried twice, but never heard back from the seller. So, I reached out to Alibris directly to request a refund, and i described the dilemma. Alibris suggested I message the seller (at which point I had done twice) and inquired about how many items I had returned. I responded by declaring, for the 2nd time, that I had already tried contacting the seller thru their provided link and by clarifying that I, personally, had not returned anything, but that the package was returned to sender thru the ****.The response I received informed me that a refund would be issued once the seller received the returned package, & went as far as to suggest that the order may not have been returned at all! I replied with a screenshot of the tracking info to prove that the package had indeed been returned &that it made it to the seller's post office. I was told a refund would be issued "once the order shows delivered". Thing is, today's date is 1-14-24, the last order update was on 11-10-23. Whatever happened to it, is not of my concern. Fact of the matter is I paid money for a book I never received (at no fault of my own).

  

  Business response

  01/16/2024

  The order was returned by the ***** Our agent's response was not to indicate that the order had not been returned, but that it may not be returned (delivered) to the original seller. The order has now been processed as lost in the mail and the customer refunded in full. It will appear on the customer's credit card statement within 2 to 5 business days.

  Customer response

  01/17/2024

  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

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order which has been marked as delivered to an address in the **, but I'm based in ******. Emailed over a week ago, no reply received. I want my item.

  

  Business response

  10/05/2023

  We have received no emails from this customer's email address in our system. The customer's order shows as delivered to an address in ********** because the independent seller sent the item to our freight forwarding center in **********. On September 27, it transshipped through that facility and was forwarded on to the customer's address in *******:

  *******************
  ***********************
  Putney
  ******, *******  SW15 5DQ
  ***

  The order is on its way now, but we do not have international tracking for this service. Shipments to ****** from ********** usually take between two and three weeks for delivery, but delays of up to 45 days can occur.
  

  Customer response

  10/05/2023

   
  Complaint: 20697851
  
  I am rejecting this response because: I sent an email via your customer support hub on the 28th of September; why are you telling me you haven't received it? Please look into it and ensure you find it.
  
  Sincerely,
  
  *******************

  

  Business response

  10/09/2023

  We never received an email from the customer's email address in our system. On Friday, October 6, we received a voicemail message from him (after the last response to his BBB compaint), and we responded to that via email with the same information provided in the response to the last BBB complaint. It is likely that the customer sent an email to the independent seller with whom he placed his order on Alibris, but that was not an email sent directly to us at Alibris. Again, the tracking information shows the order was delivered to our freight forwarding center, from which it was then forwarded on to the customer's international address. The item is on its way to the customer.

  Customer response

  10/09/2023

   
  Complaint: 20697851
  
  I am rejecting this response because: No, I have email confirmation that you received an email from me. Proof attached in a screenshot. Find it, don't try to BS your way out of it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Credit Card was charged and I did not authorize the charge. I do not even have an account with this Company. I emailed them and I have attached their response. I had to cancel my debit card and it has caused me financial hardship this month./***************************** <*********************>Tue, Aug 8, 2023 at 10:24 AM To: Alibris ****** Services <*******************************>1. They type of card used was - MasterCard 2. The last four digits of the 16-digit number - **** 3. Date of the Charge - 08/06/2023 4. Exact amount charged - $171.20 They also tried charging $245.68 on the same card, but it did not go through. I have never used your website and I did not authorize either charge. I have notified my bank, and they said I would need to notify your Company.Thank you for your assistance,***************************** ************

  

  Business response

  08/09/2023

  The order placed fraudulently with the customer's card on our website has now been canceled and the credit card will be refunded in full. If she hasn't already, the customer should definitely close the card.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ******** placed 02/15/2023 for $16.45 total. ($11.08 book + $0.88 tax + $4.49) shipping. **** was a gift to a friend 3 states away. Friend had just moved. There was a mixup in the address, book was returned to sender for bad address 02/27/2023 per **** tracking 9241990314669000485556.I was never notified of the return, never received a refund, never contacted or informed in any way.Seller is Super Book Deals AKA Far Corner. I contacted Super Book Deals about issue seller refuses to re-send book to corrected address or refund money. Seller tells me to take it up with Alibris.I contact Alibris 05/27/2023 and receive response from *********************** at Alibris as follows:I am sorry to hear about the trouble caused! Unfortunately, were not able to make any changes to the order as our records show it was already sent out on February 16 using standard shipping. Your order was sent to: ********************* *************************************************************************** I'll make a note on this order indicating that if it's returned to **, we'll refund the order in our systems. Be aware, though, that the order was shipped to the address provided--it may be delayed in its return or not returned at all. I'm sorry, but at this time were not able to offer reshipment of returned orders. Also, you can contact your local post office to obtain more information about the shipment as they'll be able to assist you better. If I can be of any other assistance, please let me know. Thanks and have a nice day! Regards,************************* Alibris ****************** **** tracking link on Alibris own website shows book was returned to sender.At this point Super Book Deals/Alibris has BOTH the book AND my money. That is theft.I really dont want a refund just to pay a second ship charge and the book I paid for delivered to the correct address. But would accept refund of my $11.96

  

  Business response

  06/06/2023

  This order was shipped to the address the customer provided. It has not been returned to the seller or to Alibris. Items that are "returned to sender" by the **** often take a long time to come back, if at all. I've gone ahead and pushed through a refund for this order to the customer, which will appear on their credit card statement within 2 to 5 business days. We are not able to send replacement copies.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday April 7, 2023 I ordered three books from Alibris. I was attempting to order three copies of the same book. I have a history of ordering this exact book and often others but almost exclusively by the same author. Anyway, the way the website tries to upsell you other books made it confusing. I thought the third book was the same title as the 2 I wanted and clicked yes. As soon as the transaction completed I realized my error. I contacted alibris immediately to explain what happened. I also opted to contact the seller to void the shipment. Alibris neither got back to me in a timely fashion nor acted to protect me as a customer. They just said oh, sorry. This is an insignificant purchase but on principle the idea that Alibris has no better control over their own marketplace than this is infuriating. They make money by providing a marketplace and they should be held more accountable for the proper functioning of that marketplace. Why do they need to make money if they dont do any work? I dont need a useless customer service person to get in touch only to say sorry. I will cancel my account. I do want others to beware. I cant believe I have to warn consumers about a book reseller marketplace. People might be better served communicating directly with the reseller. Do not be lulled into a false sense of security that Alibris isnt capable of doing some sketchy business practices

  

  Business response

  04/11/2023

  Alibris doesn't make any attempt to "upsell" items. We do show pictures of other items listed that the customer has searched for in their history, or other items related to items they've searched for, but we do not add those items to a customer's cart. The customer added an item to his cart and placed the order, accepting the order (the details are all there on the Review and Place Order page before you click the Place Order button). When the customer contacted us about canceling the mistaken order, we told him we aren't generally able to cancel orders but we'd contact the seller to see if they could stop shipment. We contacted the seller but they were unable to stop shipment, unfortunately. We advised the customer that he could follow the return procedure for the mistaken item if he preferred. He then insisted we cancel his account and stated he would leave negative reviews on social media:
  Buckzollo
  
  
  Friday 09:26 pm
  Please CANCEL my account! No longer a customer. Bait and Switch. I am reporting to Better Business Bureau

  
  Buckzollo
  
  
  Yesterday 11:11 am
  I will cancel my account myself after I have the ability to provide bad reviews for everyone involved thanks
  Also cc, bbb, ******** yelp

   

  
  Buckzollo
  
  
  Yesterday 11:49 am
  No problem *******. So satisfying to file my complaint with BBB. I had to share

   

  
  Buckzollo
  
  
  Friday 09:25 pm
  Ill just make up for it with terrible reviews everywhere I can about Alibris and the seller.

   

  Customer response

  04/11/2023

   
  Complaint: 19918240
  
  I am rejecting this response because:
  This business has a history of similar complaints and they should take a more active rollin managing their marketplace. They do in fact up-sell and they abdicate any responsibility. I made an error and corrected it within minutes. It isnt a crime to use my free speech to warn others about their abyssal customer care concern and service. I want a refund and an apology!
  Sincerely,
  
  ***********************

  

  Business response

  04/12/2023

  Alibris does not upsell, and what resulted in the customer choosing an item he didn't want was the customer's own mistake. ********************** made all possible attempts to cancel the order at the customer's request but the seller could not stop the shipment. Since then, the customer has repeatedly abused ********************** on social media. The customer has been refunded in full for his recent order.

  Customer response

  04/12/2023

  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.
  
  On a personal note it is very reassuring to know that your organization exists to protect consumers. I am satisfied mostly because of your efforts and the bona fide value of the BBB brand. Hopefully Alibris can do better for future customers without needing you have their back. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought an expensive cd from a seller on Alibris. The seller sent a beaten-up vinyl record instead, maximum value $1. I informed them of the issue, requested a refund and suggested they let me give the record to Goodwill, since it was worth less than the return postage. They insisted on a return and issued a return label. I mailed the record back immediately, and four weeks later have yet to receive a refund. The seller does not respond to emails, and Alibris will not intervene. I'm currently out $29 (and much wasted time), and the seller is entirely to blame. This can be solved (per Alibris' terms and conditions) simply "by clicking the Cancel/Refund button on the Order Detail page". Since my contract is with Alibris and they are currently knowingly profiting from seller error at my expense, I expect them to issue a refund immediately.

  

  Business response

  03/08/2023

  The customer was refunded in full on March 8. He initially was emailing the independent seller about his return and only contacted Alibris on Saturday, March 4, so it's only been 4 days that Alibris was aware of the issue. A full refund was processed early this morning, before we received this BBB complaint.

  Customer response

  03/08/2023

   
  Complaint: 19554478
  
  This is a deliberately misleading response. Alibris *requires* buyers to request refunds from sellers. Saying that I contacted the seller first to imply error on my part is slimy, to say the least. And while four days is more than enough time to respond adequately in a sitaution where I had obviously been wronged, Alibris did precisely nothing until I contacted BBB...and then acted within minutes, demonstrating that they had no interest in helping me until a third party intervened. I have yet to receive my refund, and given their high-handed attitude to this point, will not consider this matter closed until I do.
  

  

  Business response

  03/09/2023

  Alibris was not attempting blame the customer for contacting the wrong person, just explaining why Alibris had not responded earlier--because we had not received any notification from the customer that there was a problem. Also, the order was refunded before I even received the BBB complaint, and it was resolved by the same agent who had been helping the customer for the previous 4 days. ********************** was in no way trying to avoid responding to the customer, nor trying to avoid refunding the customer. The refund was processed on March 8:

  Total Customer Refund:
    $28.38

  Approved Date:  
  03/08/23

   

  It can take between 2 and 5 business days for a refund to show up on the customer's credit card statement.
  

  Customer response

  03/13/2023

  I eventually received my refund and am now only in deficit for the effort it took to recover my money. In that respect the resolution is satisfactory.

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  19th February 2023 Complaint filed against Alibris ******************** 1. Item recieved was in complete contradiction to item description within the contract of payment. (Uploaded evidence will show)2. Company does not provide proper (via email or return page/link on website) access to obtain return item paperwork and return shipping label both required by said company for refund. 3. Company falsely claims "due to buyers credit card company" a full refund accredited back to buyers purchase method is impossible. Even though customer paid with ex. Paypal and no credit card was used. (Uploaded evidence proves payment method)4. Company falsely claimed that giving full refund would "exceed purchased payment" and customers credit card company would not allow that, therefore they couldnt pay the full amount back to customer. 5. Company under false claims of no alternative offers a 5 dollar store credit to make up for difference forcing customer to purchase more products from a company that grossly lied about the condition of the product they provided.

  

  Business response

  02/21/2023

  The independent seller who filled the order issued the customer a full refund for the order on February 20: Feb 20 2023 12:00AM - CC REFUNDED (******** $11.50). The refund was processed to the customer's PayPal account.

*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. ↩