Business Profile

Textbooks

EZ Book Recycle, Inc.

Complaints

This profile includes complaints for EZ Book Recycle, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

55 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/10/2024
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 4/4/24 they agreed to pay $16.52 for ISBN ************* and $18.77 for ISBN *************, a total of $35.29. The first book was a hardcover and rarely ever read, therefore, was in Like New condition. The second book was paperback, but was in Very Good (8/10 condition) at the very worst. The order number for this was ******* and on 4/8/24 I was notified that my shipment had been received by the business and they would inspect the books prior to sending payment to me. On 4/9/24 I was informed by the business that the books were in "Rough" condition and were unsellable; therefore, would be recycled. I immediately emailed and called them, letting me know that I expected the agreed upon payment, or demanded my books be resent to me. Their response was that they can't be sent back to me.
Business Response
Date: 04/10/2024
Greetings,

We understand your disappointment.

If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.

Many thanks,

Customer Support

Customer Answer
Date: 04/10/2024

Complaint: 21555244

I am rejecting this response because nobody takes a video or a photo of used books prior to shipping them out with the expectations of receiving thirty-something dollars. If it were worth thousands, like a Rolex watch, then certainly. Do you have photos or videos of the condition of the books upon receipt? At this point that should be easy for you to provide. If so, please provide them next to the box and shipping label/shipping insert they were mailed in so we can all verify.
Furthermore, do you have records of them being immediately "recycled," which is the excuse you have used for the reason you can't send them back despite only just receiving these in the mail? It seems like a common story from other customers who have been taken advantage of from your deceitful company, which is a shame because I have sold books back to you in the past and did not have this problem.

Sincerely,

***********************
Business Response
Date: 04/10/2024
Thank you for your response.

I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us. Our full terms and FAQ can be found here: **********************************************

I understand that this is not what you wish to hear and we are sorry for any disappointment caused.
Customer Answer
Date: 04/10/2024

Complaint: 21555244

I am rejecting this response because:
They make no attempt to provide evidence that they aren't taking advantage of customers. They also make no attempt to rectify these problems, that after reading other complaints on the BBB regarding this company, have been a repetitive issue as of late. We need the BBB to step in and help resolve the matters provoked by this fraudulent company. It's unfortunate that companies like this exist, but it's a ****** to all us consumers that we should investigate the companies prior to trusting them with our business.
Sincerely,

***********************
Initial Complaint
Date:02/12/2024
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 sent two textbooks to them at the end of January with a quoted value around $60.00. One of the books was brand new and barely used. I never received payment that they quoted. When I contacted them asking for payment or to have my books returned they said the books didnt meet their standards and were recycled. This is fraud because both books I sent them were in great shape and are currently being used in colleges. I would like my money they quoted or to have my books returned. Based on other customers BBB reviews, this seems to be a common practice for this company. Thank you for your attention to this matter. *****************************
Business Response
Date: 02/13/2024
Greetings,
Greetings,

We understand your disappointment.

If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.
Initial Complaint
Date:02/05/2024
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 sent them a box of books for which they agreed to pay $26.87 (order *******). On January 26, **** they emailed acknowledgment receiving this shipment. On January 29 they emailed that payment would be issued shortly.On February 2 they emailed I should expect to see payment within 48 hours. It is now February 5 and there is still no payment. It has been 10 days since they received this shipment without sending the payment due. I emailed them this morning and so far, they have not responded.
Business Response
Date: 02/05/2024
We apologize for the inconvenience caused and would like to inform you that we have forwarded your concern to our accounting department for verification and issuance. Rest assured that we will prioritize this matter and aim to have it resolved within the next 48 hours. Thank you for bringing this to our attention.
Customer Answer
Date: 02/07/2024

Complaint: 21247677

I am rejecting this response because: The business has admitted owing me $26.78 for a box of books but refuse to pay. They apologize for the delay in payment and tell me it will be resolved shortly, then in 48 hours, then in 24 hours. Every deadline passes and they do nothing. They are liars.

Sincerely,

***************************
Business Response
Date: 02/08/2024
Greetings,

We appreciate your patience as you have now been paid in full. Thank you!
Customer Answer
Date: 02/08/2024

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. They shouldn't set deadlines (48 hrs., 24 hrs.) if they cannot meet them.

Sincerely,

***************************
Initial Complaint
Date:01/31/2024
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 typed in each ISBN from my book and was quoted over $100 (I cannot find the original quote) and they underquoted me by giving me $70.44. I believe I was told that I typed in the wrong ISBN, but I double-checked it and it was the one the website accepted. If it is a website error, that is not the consumer's fault. I would like to be given the full amount I was originally quoted. I have been a customer for a while and have felt comfortable using this company because they have always promised to give me what they quoted. I asked the company to call me, but instead, they texted me. Within the span of two days, they have texted me twice. This is not how to run a business.
Business Response
Date: 01/31/2024
Greetings,

We appreciate you informing us that you were quoted a different amount. However, upon reviewing our records, we were unable to locate this quote. Please note that all accepted quotes are thoroughly submitted and verified. It is possible that you may have started to create a quote but did not complete it. Nevertheless, the quote that you did accept and that is recorded in our system was paid out accordingly.

If you happen to come across the quote in question and can provide us with the relevant documentation, we are willing to further assist you with this matter.
Customer Answer
Date: 01/31/2024

Complaint: 21225654

I am rejecting this response because:
Hello, the order number is *******. The e-mail that it is under is ************************ The book total that was not accepted was Medical-Surgical Nursing: Concepts for ************************************* $42.71 and Chemistry 2e: $20.01. Please let me know if you need additional information.

Sincerely,

*****************
Business Response
Date: 02/01/2024
Your item would have been rejected due to not passing our quality checks.

These quality checks would've been undertaken according to both our condition guidelines and the 'Acceptance Criteria' section of our Terms and Conditions.

Unfortunately, we're unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.
Customer Answer
Date: 02/03/2024

Complaint: 21225654

I am rejecting this response because: When I submitted my item, it was in good condition. I've been a loyal customer of your company for quite some time, relying on the accuracy of the quotes provided. I expect to receive the amount that was initially quoted to me. I'm uncertain about the terms and conditions you mentioned, but this doesn't align with the way business should be conducted with a longstanding customer like myself.

Sincerely,

*****************
Initial Complaint
Date:01/18/2024
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.
Sold dvd's and bluray's to this company. Was quoted a price for my movies all in excellent condition. My wife actually inspected each movie we sold them and rejected several of them before I submitted. Upon taking my items, they rejected many that they claim were "Rough" and recycled them with no proof. They underpaid me by about $35 dollars in all.
Business Response
Date: 01/19/2024
We are sorry to hear of your disappointment.

Your item would have been rejected due to not passing our quality checks. These quality checks have been undertaken according to the book condition guidelines within our Terms and Conditions.

We are unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us. Our full terms and conditions can be found here: **********************************************

I understand that this is not what you wish to hear and we are sorry for any disappointment caused.
Customer Answer
Date: 01/20/2024

Complaint: 21166972

I am rejecting this response because:
I sent dvds and Blu-rays you replied with how to determine if your books are good for resale. I didnt send books. Id still like my dvd returned or my money paid. The only movies that ****** played in my player to confirm it worked were the few that were unopened. All movies were clean and playable when I sent them to you.

Sincerely,

*****************************
Business Response
Date: 01/22/2024
Greetings,
If you have photographs of the items in question, prior to being shipped, please send them to us via email so they may further be reviewed.

We are sorry for any disappointment caused.
Customer Answer
Date: 01/22/2024

Complaint: 21166972

I am rejecting this response because:
Please send me photos of the supposed rough dvds and Blu-rays including what makes them rough.
Sincerely,

*****************************
Initial Complaint
Date:01/11/2024
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.
The company quoted me $56.00 for a book worth over $100 plus. The book was nearly brand new. They stated per their inspectors it did not pass approval. I requested the book be returned. That is not according to their guidelines. They basically stole from me. This book was in incredible condition.
Business Response
Date: 01/12/2024
We are sincerely sorry to hear of your disappointment.

Your item would have been rejected due to not passing our quality checks.

These quality checks would've been undertaken according to both our condition guidelines and the 'Acceptance Criteria' section of our Terms and Conditions.

If you happen to possess a photo of the item in question before sending it, kindly provide it to us for further review.

Many thanks,

Customer Support
Customer Answer
Date: 01/15/2024

Complaint: 21131788

I am rejecting this response because:
I sadly didn't take a picture as I have never had issues doing business before. The book was in incredible condition. No fraying, non of the stickers were ever used. The binding wasn't torn or frayed. I requested a full description of the book they 'reviewed' and they couldn't even provide that. There should be a file of the book condition. It seems as if the book was lost or stolen if they can't seem to know the particular book in question
I will pay for shipping I just want the book,my book, back due to it's value
Sincerely,
***********************
Business Response
Date: 01/17/2024
I'm sorry to hear this.

Your item would have been rejected due to not passing our quality checks.

These quality checks would've been undertaken according to both our condition guidelines and the 'Acceptance Criteria' section of our Terms and Conditions.

Unfortunately, we're unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

Many thanks,

Customer Support
Customer Answer
Date: 01/18/2024

Complaint: 21131788

I am rejecting this response because:
The book was in incredible condition. Binding was 100% in ******** was maybe opened 20x had no writing. Stickers were never used. I ask for the original book back. I will pay shipping. It has too much value just to be 'taken'. I feel through all this they have no idea what book I'm talking about. The process should follow and be attacked to the order #

***********************
Initial Complaint
Date:01/11/2024
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 ordered a book from Second Sale (used books, I do understand). The book was listed in good condition and was very overpriced. I paid ****** for a book that had old, yellowing pages and practically every page had writing, highlighting, and marking out that was from previous owner/s. The cover was peeling in several places. I attempted to reach out to the company by phone, email, and messenger; but with no avail. I was planning to give this book as a gift but was totally embarrassed of its conditions. I have ordered used books from companies previously that were listed as good and was practically un-used. This book should not have been listed for more than 10-25$ for the condition it was in. This transaction was totally unacceptable. I am asking for a partial, if not full refund. I was totally not satisfied with the book.
Business Response
Date: 01/12/2024
Upon reviewing your complaint, we kindly request that you provide us with the email address that you have been using to correspond with our company. We have not been able to locate any communication regarding your concern and would appreciate the opportunity to address it via email. Currently, we are unable to find any correspondence from the email associated with the BBB complaint that you have referenced.
Customer Answer
Date: 01/13/2024

Complaint: 21123186

I am rejecting this response because:
I am adding some of the emails received and sent to this business. The name of the business was Second Sale on the website. However, i see this business 'name' is different. I also attempted to call and left over 5 messages to ************. I also checked online and found a number of ************ which seemed to be a non-working number. i located this company with the same address. If this is not the correct company and they have the same location online; please explain.
I still need a contact number, person, or email for the ******************* (if they are truly two different companies) because that was a transaction in the amount of ****** and the merchandise received was unacceptable. Because of the condition of the book received, it would not be valued at enough to pay for postage to have it returned. If the company wants their merchandise returned, after my refund, they can send me a label with postage pre-paid. Thanks again for your cooperation. I NEED ANSWERS PLEASE.

Sincerely,

*******************************
Business Response
Date: 01/15/2024
We are sorry to hear about the inconvenience caused and we appreciate you bringing this to our attention. We want you to know that you have options available to you.

If you would like to keep the item, we can offer you a 20% refund. Alternatively, if you would like to return the item, we have provided instructions below on how to do so and receive a full refund.

To initiate the return process, please use the free return shipping label found at the link provided below:

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

Kindly ensure that the item(s) are packaged appropriately and that you include a printout of this email with your package. Please complete the information below when returning the item(s) to aid us in processing your refund promptly. We appreciate your order and apologize for any inconvenience caused.

Return Reason:

Order #:

-----
Customer Answer
Date: 01/24/2024

Complaint: 21123186

I am rejecting this response because:
Please reopen this complaint in that the companys resolution is unacceptable. I attempted to use the mailing label provided in the Link and received the following message:
Label already used - please contact customer service for new label or refer to tracking.

I would have loved to resolve this issue directly with the company; however they would not acknowledge my voice mail messages or emails, in which I provided them with all of the contact information. Thanks in advance and have a wonderful day.

Sincerely,

*******************************
Business Response
Date: 01/24/2024
Email with label link attached sent to customer on 1.24.2023 - (Wed, 24 Jan **** at 12:01 PM) -> ****************

The return label is only valid for 7 days. If not used within that time frame, the return is no longer valid.

We thank you for your time and attention to this matter.
Initial Complaint
Date:12/17/2023
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.
Sent them textbooks from school. They claimed textbooks were in rough condition and refused any payment. Refuses to ship back books even after I offered to pay shipping costs. Refused to describe what was rough about the book condition. Would not send photos of damage. Would not indicate if damage occurred from shipping. Zero phone communication. Only emails.
Business Response
Date: 12/18/2023
Thanks for getting in touch.

Your item would have been rejected due to not passing our quality checks. These quality checks have been undertaken according to the book condition guidelines within our Terms and Conditions.

We are unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us.Our full terms and conditions can be found here: **********************************************

I understand that this is not what you wish to hear and we are sorry for any disappointment caused.
Customer Answer
Date: 12/18/2023

Complaint: 21020950

I am rejecting this response because:
They completely ignored my request to describe damage, indicate whether it was from shipping or not, and will not send photos identifying damage. They are refusing to ship back at my expense as well. Zero response other than to parrot their terms and conditions.
Sincerely,

*****************************
Business Response
Date: 12/19/2023
While we understand that you may find our terms and conditions not suitable to your needs, this is listed clearly on our site. We do understand your disappointment however our terms are clear prior to utilizing our services. We do thank you for your time and attention in this matter.
Customer Answer
Date: 12/19/2023

Complaint: 21020950

I am rejecting this response because:
It is a non response. They continue to refuse to provide a description of damage, or photos of damage, or to return my books at my expense. Continuing to offer their terms is not a resolution.
Sincerely,

*****************************
Initial Complaint
Date:12/15/2023
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.
This company uses the alias sellbackyourbooks.com They gave me a quote to pay for my used book, but when I sent them the book they refused to pay stating:We will recycle the following items because we can not accept.ISBN: ************* was Rough and price set to 0.The order total you will be paid for is: $0.00.Your new payment total will be $0.00 and will be sent via check on the next business day.My book I sent them retails for $90 and sells used for $50. Nothing was wrong with my book, it was in great condition and had only minor highlights and marks which were well below the companies advertised 30% markings threshold. They refuse to pay me for my book or return my book to me. They have many other reviews from other customers stating they had the same experience I had. Based on my experience I believe the company keeps books and scams people out of their money.
Business Response
Date: 12/17/2023
Thanks for getting in touch.

Your item would have been rejected due to not passing our quality checks. These quality checks have been undertaken according to the book condition guidelines within our Terms and Conditions.

We are unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us.Our full terms and conditions can be found here: **********************************************

I understand that this is not what you wish to hear and we are sorry for any disappointment caused.
Customer Answer
Date: 12/18/2023

Complaint: 21012666

I am rejecting this response because:
This company is lying about the condition my book was in. They refuse to return my book or issue the money quoted for my book. They provide no evidence that the book was not acceptable. My book was in good condition when they received it and it met their quality guidelines as it had way less than 30% marking or highlighting in it. This company is dishonest and I was scammed.
Sincerely,

***************************
Business Response
Date: 12/19/2023
We apologize however we do need to remind you that your item would have been rejected due to not passing our quality checks. These quality checks have been undertaken according to the book condition guidelines within our Terms and Conditions.

We are unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us. Our full terms and conditions can be found here: **********************************************

I understand that this is not what you wish to hear and we are sorry for any disappointment caused.
Customer Answer
Date: 12/19/2023

Complaint: 21012666

I am rejecting this response because:
The company will still not return my book to me or pay for it. They keep just posting the same response which 1. Is not true because my item was in acceptable condition in accordance with their guidelines, 2. Their response does not justify or excuse what they have done in keeping and not paying for my book.
Sincerely,

***************************
Initial Complaint
Date:12/06/2023
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.
I mailed approximately thirteen books , Order # *******, to sellbackyourbook.com using their mailing label via ****** They issued a check for $35.10 and told me they sent it via **** on Nov. 10, 2023. I never received the check, though I had for another Order # ******* , which took only four days to reach me (for $8.16). I waited fifteen business days ( 24 calendar Days) per their request and still had not received the $35.10 via ****. I emailed to them that it must have been "lost in the mail". I requested that they void the check that was lost and issue another. I verified my address per their request, twice. I have yet to hear from them , this day, Dec. 6, 2023.
Business Response
Date: 12/11/2023
Greetings,
You should have received an email earlier today noting a fresh check payment has been reissued and is on it's way to you. If we can be of any further assistance, please send us an email.

Thank you!
Customer Answer
Date: 12/11/2023

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,

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

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EZ Book Recycle, Inc. is BBB Accredited.