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:09/25/2025

  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.

  Order for 2 books placed on Alibris website 8/24/25 and received badly damaged via **** on 9/17/25 from a third party seller. Box arrived ripped open on one side and smashed and torn on other side. Corners of both books dented and torn down to the board. Returned both books to seller with tracking per the instructions on the return page provided by Alibris. The cheapest return postage was via ******* $38.22, due to the weight of the books. I contacted Alibris customer service for help - 5 times. Was issued a $5 coupon for a future order and a sorry for the inconvenience - the same form response each time.I asked for a $25 coupon for a future order. Not the $38.22 I had to pay to send the damaged items back but I thought it was a fair request. Not acknowledged. I asked for a supervisor name and phone number - not acknowledged. I asked for this complaint to be passed on to a supervisor - also not acknowledged. Only the same response each time - sorry but we cant refund return postage due to credit card policy. I dont think theyre reading what I sent them and email is the only way to contact them. Absolutely the worst customer service Ive ever seen. My order was damaged during shipping, Im out $38.22 to ship it back and Im given a $5 coupon - that I could get off the web for free - to buy from them again!?!? Thats their solution.This was not buyers remorse or an error on my part. I sent Alibris photos of the box and the damaged books as proof before I sent the books back. Their only response - heres a $5 off coupon for your next order!!!!I am a retired person on a fixed income. $38.22 might be an inconvenience as Alibris called it, but to me its a lot of money to shell out for absolutely nothing. I am unable to attach photos to this form due to the file size but can provide them by separate email if needed. Alibris already has several photos that were included with my initial contact.

  

  Business Response

  Date: 09/25/2025

  The agent who responded to this customer's issue is still in training. We will go over the correct steps with them for an issue such as this going forward. In the meantime, I have processed a refund against two previous orders in the customer's order history that amount to the $38.22 that she spent to return the damaged items to the seller. The refunds will show up as one credit for $34.22 and one credit for $4.00 on the customer credit card statement within 2 to 5 business days. We apologize for the trouble. 

  Customer Answer

  Date: 09/25/2025

  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:09/24/2025

  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 contacted the company about order number *************** and they told me theyd give me a refund. I dont want a refund. I want the movie replaced and they keep telling me they cant replace them and Im asking them if they cant replace them with the same movies that I ordered to replace them with the movies. They do them way meaning to give me a choice to pick a movie or two of the movie. They do have to replace the broken movie that Iwanted with meaning to send me new replacement movies that are different movies but replaced the broken movie that I ordered cause I dont want a refund and he had no right to give me a refund. They shouldve gave me the option to pick other movies to exchange or replaced the broken movies with so all I want is my broken movies replaced with the same movies and if they cant do that then give me the option to pick other movies to replace them with that. They do have that they know work please get back to me.

  

  Business Response

  Date: 09/24/2025

  We are not able to provide replacement copies of the movie(s) the customer ordered. He has been refunded in full but we will not be providing any replacement copies nor store credit. The customer has been refunded in full.

  Customer Answer

  Date: 09/24/2025

   
  Complaint: 23927374
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** if they cant send me our replacement copy of the movie that I have ordered then send me replacement movies of some other genre or some other type of movie because I never got my refund

  

  Business Response

  Date: 09/25/2025

  Both Alibris orders 75202141-2 and 75202141-3 were refunded on our end. The orders were placed initially by the customer through *******. The customer received both items and upon notification of one of them, both were refunded in full with no need for returns. Since ******* has the customer's billing information, he should contact ******* for verification of refunds/cancelations. We do not provide replacement copies nor replacement orders. The customer has already been advised of all of this. 

  Customer Answer

  Date: 09/25/2025

  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,
  
  ****** ****** what ever they scammers because talk to ******* I will let go

• Initial Complaint

  Date:09/10/2025

  Type:Order 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.

  Alibris had been selling the book Undercover Under Fire overseas to a businesx in ************** and *********** without my knowledge or consent; royalties have not been paid to me as the author of such book by neither Mrs. ***** ****** ( now deceaded ) as the publisher or Alibris, the selling company while I'm the rightful owner of the copyright of my book.

  

  Business Response

  Date: 09/11/2025

  Currently I see no listings on our site for the title Undercover Under Fire. Alibris is committed to protecting the intellectual property rights of third parties. Under our Seller Participation Agreement, sellers are prohibited from listing for sale items that do not comply with all applicable laws.
  
  If you are the owner of certain intellectual property rights, or act as the owner's authorized agent, and wish to report a listing issue, please complete and submit the following Notice of Copyright Infringement form:
  
  ********************************************************************
  
  This notice will be reviewed by Alibris and handled in accordance with all applicable laws to ensure that the rights of intellectual property owners are maintained. Should you have any questions regarding this policy please e-mail Alibris at **************************************************************.
  

• Initial Complaint

  Date:09/03/2025

  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.

  I ordered 2 movies from us through *********** have the order number200013819353396 I received a preowned houseguest *** today 9/3/25 and when I opened it on the front of the *** was permanent sharpie written all over it was numbers in on the back. It was scratched up and I emailed this company through the *********** site and ask them to check to make sure would work. And it not scratched up and nothing was wrong with it. Befor they shipped it to me Never got a response back and now because it scratched up and got sharpie marker numbers written all over the front where it said the house guest Im afraid to put this in my 4K player my sons dvd player and my my wifes Blu-ray player and they never did what I asked or even responded to me and I contacted them three times today all I want is copy of the move that dont got afraid to put in my 4K player or dvd player or a Blu-ray player because it might break one of my players and thats not right so get back to me and make it right

  

  Business Response

  Date: 09/04/2025

  We have responded to each email the customer has sent to us (6 separate emails), the latest time to advise him that both items in his recent order have been refunded to him in full with no need for a return. We are not able to provide replacement copies. Refunds have been processed.

  Alibris Orders on 75282658
  Order_Nbr Title Order Status Returned?
  75282658-1 Houseguest Shipped RETURNED
  75282658-2 Celtic Pride Shipped RETURNED

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23834279
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** I failed. They need to check their items before they ship them out and found them to people.

  

  Business Response

  Date: 09/05/2025

  The customer was refunded in full for both of his orders. Items should be as described by the seller upon delivery, but sometimes there are discrepancies. Because of this, and due to the customer's previous complaints, we have refunded both of the items in his order with no need for a return. We do not have replacement copies to send. 

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23834279
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** I did not want ******* pride refunded, and they did not have to do that. That was great at them but now I dont know if Im getting ******* pride the movie like I want and have not got

• Initial Complaint

  Date:08/22/2025

  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 purchased two books from Alibris on the August 3rd. One shipped Aug. 4th and the other Aug. 5th. I received one book, but the second one from seller ******* has never arrived. The tracking number was the same as my order number. This number has never worked for tracking and it showed a shipping time frame of Aug 6-16th. This book never arrived. I have contacted Alibris and seller (UniText) for tracking/information. I received one email from Alibris telling me to contact seller. Attempted to contact seller and have had zero response. It says on seller site to contact Alibris if there is an issue. I let Alibris know I have not heard I have yet to hear from them and now no response from Alibris either. Beginning to think both are complete scams. I have attached invoice, copy of the message on ******* website pointing back to Alibris. I am requesting refund of book cost, tax of 5.00 and shipping of 9.98. My daughter needs the book for college and will now have to pay double the price to get it in time from somewhere else!

  

  Business Response

  Date: 08/22/2025

  This order has been processed as lost in the mail and the customer has been refunded in full. We responded to the customer directly to let her know. 

  Customer Answer

  Date: 08/25/2025

  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:08/21/2025

  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.

  On August 9 I purshased 3 book from the Alibris website. I received 2 of them and not the 3rd book. I sent several communications to the sender and to Alibris customer service. I have not received response from the sender and recieved an email from Alibris that has not resolved the issue. The cost of the book is Qualitative Inquiry and **************** Choosing Among Five Approaches and cost $35.70. I would like a refund for this amount.

  

  Business Response

  Date: 08/22/2025

  Since the *** tracking information shows delivery, the agents response was to reiterate that. *** appears to be investigating the delivery now. We've gone ahead and processed the order as lost on our end so the customer will be refunded in full. A credit to the customer's credit card should show up within 2 to 5 business days. 

  Customer Answer

  Date: 08/22/2025

  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:08/19/2025

  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.

  I ordered three movies from this company found them cheaper ****** so I canceled them on the ******* app where I bought them and now theyresaying they cancel it and it wasnt even shipped out yet and all I want to do is give me my money back and cancel the order that wasnt even shipped yet cause it was shipped out they wouldve gave me a shipping dateor a tracking number and they didnt give me any of them and ******* said they would cancel it the company that I bought from the ******* app, but theyre telling I feel that is fraud and wrong. Do something about it to get them there give me back my money and take the order back. They havent been shippedyet. When I canceled it with *********** and I bought it through *********** otherwise Im getting my lawyer involved even though I dont want to

  

  Business Response

  Date: 08/19/2025

  These orders have been canceled on our end and we've contacted the sellers to request that they not be shipped out. The customer will be refunded for the orders through ******** 

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23766304
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******  I dont like that on 8/18/25 I got this Hello,
  
  Thanks for writing regarding the order (129023151662914).
  
  Due to the fact that most of our orders are processed very quickly after being placed, were usually not able to cancel orders before theyre sent out. Our distributors are required to ship items within 2 business days, but many will ship within just a few hours.
  
  Im very sorry for the inconvenience. When the item arrives, the customer is welcome to initiate a return for it directly with ******** or return it to a nearby ******* store.
  
  If theres anything else I can help with, please let me know. You can reply to this email to reach me directly if you send a new message to our customer service team, there wont be an email trail, so you should restate your question or concerns so that we can better assist you.
  
  Thanks for your time, and have a nice day!
   
  Regards,
  *********** ******
  Alibris Client Services

   

  say u cant cancel an item that hasnt even shipped out yet or but I didnt even sent a tracking number to me which shows by not sending me a tracking number. You didnt even ship it out yet trying to play games and ship me an item that I canceled so you can still get paid thats effed up and wrong business Practices, which is why I filed with the Better Business Bureau and ************************ in ********** and my lawyer is looking into what he can do about this too please get back to me, make sure your messed up business package is never happen again, especially when I ordered the item between 2 and 3 PM Eastern standard time and then canceled the item between 6 and 9 PM Eastern standard time which is not enough time for you to be able to get together and ship it out to me and send me a tracking number and I know that because I work for a company that does what you do please write back

  

  Business Response

  Date: 08/21/2025

  The first response that the customer received is the truth: we don't cancel orders according to policy because it's very difficult to actually catch them in time. In fact, one of the sellers of the items in his order confirmed that the items had already been shipped despite that fact that we have refunded him already. It's up to the customer to refuse delivery of those packages now since he has been refunded for them in full. This is why we are generally unable to cancel orders once they've been placed. That remains our policy.

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23766304
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ****** I canceled order ***** 3 to 4 hours of ordering it and no way shipped out that fast and I should never have gotten escape to **************

• Initial Complaint

  Date:08/08/2025

  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 purchased a book from Alibris on the 20th of July. By the 22nd it had shipped and the tracking number was the same as my work order. This number has never worked for tracking and it showed a shipping time frame of July 23 to August 2nd. This book never arrived. I have contacted Alibris and seller (UniText) for tracking error, where is my order?, and requesting a refund. I have yet to hear from them. No respond even though sending emails states that they will contact you within two business day. I have no clue if I have been scammed out of my money. This is on top of the fact that this book is need for an upcoming test I have in October that I need to study. I just want my money back which should be no problem since I never received the book in the first place.

  

  Business Response

  Date: 08/11/2025

   I have gone ahead and processed the order as lost in the mail and have refunded you in full for the order. You'll see the credit to your credit card within 2 to 5 business days.
  

  Customer Answer

  Date: 08/11/2025

  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:08/01/2025

  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.

  On July 20 placed an order and have not received as of August 1st. Have not been able to contact seller.

  

  Business Response

  Date: 08/01/2025

  The customer was responded to on Wednesday, July 30:

  Johnr22330
  
  Tuesday 6:43 am
  To:
  Client Services
  
  REF ORDER No.: 75040917-1
  I placed the order on July 20 but have not received as of July 29
  
  
  Wednesday 5:26 am
  Hello,
   
  Thank you for contacting Alibris about the status of your order (75040917-1).
   
  I'm sorry you haven't received your order yetwere not pleased with this delay, either! Your order was shipped on July 21 via standard shipping to the following address:
   
  **** *****
  *******************************>***************, *******; 07660
  ***
   
  Packages shipped using Standard Shipping usually take 4-14 business days for delivery. We show that this order was shipped using ***** and the tracking number for the shipment is: 9241990371977205776504
   
  I don't anticipate any problems; however, please write back if your order doesn't arrive within 20 days from ship date.
   
  Thanks for your patience, and for shopping with us! 
   
  Regards,
  ***** ****
  Alibris Client Services

• Initial Complaint

  Date:07/14/2025

  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.

  I started a seller account in Alibris market-place on June 2th, 2025 for which I paid $19.99 for one year subscription. My seller ID was ********. Mynemail related to Alibris was [email protected] received a notification on July 7th that my account was closed and I am not longer allowed to sell in Alibris marketplace. They did not explain the reason. Since I paid for one year subscription, I want that Alibris refund me the money I paid for such subscription.

  

  Business Response

  Date: 07/15/2025

  The customer opened the seller account ******** and subsequently received two orders which they did not fill. The orders canceled, disappointing our customers and costing us money. Thus, the seller account was closed. As noted on our seller sign-up page, the sign-up fee is non-refundable: ***********************************************************