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:02/02/2023

  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.

  They charged me more than twice the sales tax rate for my address. I live in unincorporated Jefferson county. Our sales tax is 4.5%. They charged me ****%. I explained that I dont live in ********* and sent them a screenshot of the correct tax rate. I sent them a link showing that there can be different rates within the same zip code. Zip codes are for mail delivery, not sales tax. They keep saying that if I want a tax exemption, to send my tax exempt number. I repeat that I dont want a tax exemption, but I want to pay the correct rate. They refuse to refund the overcharge on taxes. Keep saying the exact same thing, that I need a tax exempt number for a tax exemption. I have documented everything very well, but they are pretending that they dont understand what Im asking.

  

  Business Response

  Date: 02/03/2023

  The system we use to calculate tax rate sometimes misses smaller subsections of taxable regions that have lesser tax rate than the surrounding area. That's what happened here. The agent who received the customer's complaint did not understand that this is what was happening. The customer has now been refunded 13 cents for the sales tax difference on her order.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18972634
  
  I am rejecting this response because:
  ?I am debating whether or not to remove my complaint with the BBB. I dont believe that the agent didnt understand that I was not asking for a tax exemption, because I clearly stated that I was not. She also said, Sales tax in the US is based on the 5 digit zip code for the shipping address. I told her she was misinformed, sent a link verifying this, and asked her to charge me the correct sales tax of 4.5%. And ****% is not accurate for any part of ********* code, that Im aware of. Why would you charge that unless you are deliberately trying to overcharge?
  I can assure you that my complaint is not about 12 cents, as implied in your BBB response. You have in no way reassured me that you will not be overcharging people in the future, especially college students who spend hundreds on textbooks each semester. For a company that made $24.9 million in sales in 2021, if you overcharged an average of 2%, thats about an extra $500,000 in your coffers. 
  
  I will gladly remove my complaint when you commit to not overcharging customers in the future.
  Sincerely,
  ******************

  

  Business Response

  Date: 02/07/2023

  The customer's complaint was that she was overcharged for sales tax, something that occurs every now and then with customers in unincorporated parts of certain larger counties, where the sales tax varies within a zip code location. The customer was refunded for the overcharge, despite the agents original misunderstanding of her complaint. Alibris does NOT purposely overcharge customers and we DO refund any discrepancy in such situations, as occurred here.

• Initial Complaint

  Date:01/10/2023

  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.

  On December 29th I ordered a book from Alibris to *****. The order form included a recipient line 2 and a phone line which I both filled. I wrote my address in English and ******* because the English address is easy when getting to ***** and the ******* when moving within *****. To get through ******* customs a package needs a phone number and a local ******* EMS tracking number to inform the recipient about the location, arrival and ability to pay taxes. If any are missing I can't receive my package and it will probably sent back or destroyed. This is ***** after all! Alibris ******* Services 5/6) were deaf and blind to any of this. They said they can't add phone numbers to their orders even they are part of their order forms (???). They never commented on removing my second recipient line. They also said they can't use ******* letters in the order and asked me to change everything to English and add my phone number again (!) which I did right away but then they said it was too late(???). They sent me numerous copy-and-paste answers which weren't helpful at all and didn't provide any individual American or ******* tracking number beyond some bulk port in ** because of using ********* bulk shipping. They threatened if I don't receive my package within 45 days (which I can't) and the ******* don't send it back to the seller AllAmericanBooks (which they probably won't) I won't receive any refund either. This is the worst book order I ever encountered. I am beyond angry about so much s**** up and service manure. I learned a big ****** here. If it's not Amazon, be super careful who you order from. "Shipping worldwide" might just be a slogan to grab money.

  

  Business Response

  Date: 01/10/2023

  Alibris ships to ***** all the time with no problem. The most likely scenario is that the item will be delivered, as the order shipped to the address the customer provided and passed through our freight forwarding center. It's just that our internal system cannot process ******* characters, so they appear incorrect on the internal reports, but the label created from what the customer entered should contain everything he originally entered. The item shipped on to the customer in ***** from our freight forwarding center on January 3, so it will likely be delivered within the next two weeks. To avoid any further trouble, and as an apology for the back and forth with our agent, I've refunded the customer in full for the order. If and when the package arrives, there's no need for a return.

  Customer Answer

  Date: 01/13/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2022

  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 December 8, 2022, I ordered a book as a Christmas gift. It came damaged (hardbound book that was bent and scuffed), so I sought to return it. I asked customer service about the return policy, and was given a link to a page and said I'd have to pay shipping, which I balked at because I never should have been sent a damaged book. I started the return process anyway, which actually included a postage paid return label I was supposed to be able to print off. The link to the label took me to page with an error (Error 500- Internal server error) and no label to print. So I contacted customer service again, sending a screen shot of the page, to ask if they could send me the label or if there was some other way to *************. They told me shipping wasn't free again (although it clearly states postage paid return label on the printout to include in the return package), but didn't give me any way to return the book. I again contacted customer service, this time sending an attachment of the insert stating the label is postage paid) and just received an address to ship the book back to. So I still haven't received the postage paid return label. It would make no sense to return the book without it, being as the shipping would be more than the book cost. Therefore, because the clock is ticking on the return time, I'm about to have to eat the price of a book I should be able to return because I received it damaged.

  

  Business Response

  Date: 12/27/2022

  The link to the "postage paid return label" is broken, unfortunately, and is still in place erroneously. In any case, the customer should not have been asked to pay for return shipping for a damaged item. The order has now been refunded in full to the customer. There is no need to return the item.

  Customer Answer

  Date: 12/28/2022

  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:12/13/2022

  Type:Sales and Advertising 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.

  The merchant refused to update the correct shipping address. And knowingly sent the product to the wrong address. They refused to correct the issue and sent it any ways. And also refused to cancel my order. When I had reached out to them with in 2-3 minutes of submitting the order. They had ample time to either cancel the order or simply update the shipping address. They also do not have a live customer service phone number for any person to be able to contact them to follow up on product issues. Resulting in fraudulent business practices.

  

  Business Response

  Date: 12/14/2022

  When the customer placed their order through a partner ****** they did not include their complete address. We are not able to update or cancel an order once it has been placed due to the nature of electronic ordering--sellers can process and ship orders immediately upon receipt. That being said, we did make a good faith effort to contact the distributor who filled the order and they were unable to stop or change the order either. We reported this to the customer as well. Unfortunately, the item shipped to the incomplete address. If it is returned to our distributor, we will process a full refund to the customer.

• Initial Complaint

  Date:10/24/2022

  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.

  I had ordered online a book, on Alibris' platform called "The Artist's Guide to Success in the Music Business" by ************************* a few months prior. Alibris sent the wrong book. They have sent out "Trade Like the Pros" by *******************************, which obviously I did not order. I sent out a message to the seller, stating that I did not receive the book, but they stated that they have. So a couple months later, I have tried a second time to order the book, this month (October 3rd); same thing happened...wrong book. I had reached out to Alibris and to the seller to see what's going on because it looks like there's a bait and switch operation going on. Alibris stated that there is an issue with the **** number. I had stated to Alibris that **** numbers are ONLY correlated with one book,even when its out of print. Alibris decided to only give me a refund and the seller stated that they will send a replacement book, which again, is the same exact scenario of what's happening, its the wrong book. The Seller and Alibris do not want to order the book by the title and not by the ****. They have identified the problem but yet have taken the wrong action. I stated to Alibris if this was the case, they would need to take the book off of their platform because it is wrongful for them to keep the title and they cannot take on the fulfillment of the order. This is going in circles and I just want the product that I have ordered. It just seems as if it is more difficult for Alibris and the Seller to do so. I am also interested in contacting the *** because of the possibility of federal crime committed due to the nature of this transaction. (I do have email transcripts of my correspondence with Alibris and the Seller. Please let me know if you would like copies.) Thank you!

  

  Business Response

  Date: 10/25/2022

  The **** in question was assigned to 2 different books.  This happens on occasion.  The buyer was able to find this information as well.  The supplier sent the same book as a replacement rather than the book the buyer wanted.  The buyer has been refunded and the **** has been removed from our site.  We are unable to send a replacement to the buyer.

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 the Alibris buyback website I quoted a few books to sell to them and on the first 2 pages of the buyback process (the quote screen and the cart screen) it show a much higher price than they actually pay out. When you make it to the checkout page it cuts every book prices nearly in half, it does this with every book you try to quote. Not only this but when I attempted to contact them about this to have my books returned or paid out with the proper amount they ignored my email for what has now been a week. This company seems like its trying to scam people for their books.

  

  Business Response

  Date: 10/17/2022

  We have not received any emails from this customer directly, so this is the first time we've had the chance to respond to this issue: Prices paid are based on the condition, edition and ISBN of the book when it is received in the warehouse. If the condition, edition or ISBN received does not match what you've submitted or reach our standards, your quote will be adjusted. Please give accurate information about your book and pack your shipment well. Once you send your books, they cannot be returned for any reason. The buyback staff tries to be as lenient as possible with every buyback book that is received, and likes to accept as many books as possible. If a book requires minor repair to a sellable condition, the repair will be made, and the price paid will be slightly adjusted. You are advised to review the Packaging Guidelines to ensure your book arrives at our warehouse safely. The buyback staff will try to be as liberal as possible when checking-in the books. A sturdy box may make all the difference in how your book is rated.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18233829
  
  I am rejecting this response because: This isnt a matter of damaged goods, i am well aware of the guidelines. It is a matter of the alibris buyback website misleading people with their pricing as shown in the previous attached file. There is no good reason for the quote price and the cart price to be different than the checkout price.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/19/2022

  The Alibris Buyback program is not run by Alibris, but by a separate company. We don't have a way to verify the item costs on our end, but if the customer feels the quoted values of his books are not correct, he should contact the buyback program at ***********************************************************