Complaints

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

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  EZ Book Recycle, Inc.

  900 Knell St Montgomery, IL 60538-1376

  
• 

  EZ Book Recycle, Inc.

  PO Box 4816 Aurora, IL 60507-4816

  

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:08/07/2023

  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.

  On 7/16/23 I placed an order for a copy of a book called Blackstone fortress by ***********************. Order No:1694695-SBEYNPLTF In total I paid $16.69. I got an email the next day that my order had shipped. The tracking number is ****************************** through ***** If you look it up, it says its currently in the possession of their shipping partner, OSM worldwide. I contacted OSM after about a week of no updates and they said that the status indicates that the label had been created but they never received the parcel. So I have tried contacting secondsale 4 times since then by email and they never respond.

  Business Response

  Date: 08/07/2023

  Tell us why here...We sincerely apologize for this issue and that you had to take the time to reach out to us.  I have gone ahead and initiated a full refund for your order as we have now filed a claim for a missing/lost package.
  
  
  If you still would like what you originally ordered, it would be best to reorder for both parties to keep records accurate.
  
  
  We again apologize for any inconvenience this may have caused.
  
  
  The refund should appear on your account within 2 business days if issued to a credit card.  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  
  We do thank you for your business.

  Customer Answer

  Date: 08/09/2023

   
  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:07/28/2023

  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.

  I purchased a book set on 6/19/2023 and I have not received it. I have contacted the companys help email several times and I have not gotten a response to any of my multiple emails Order No:1661127-JZYYKMNBI

  Business Response

  Date: 07/28/2023

  A refund had been issued back to original form of payment on 7.15.2023.

• Initial Complaint

  Date:07/23/2023

  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.

  On 7/7 I shipped hundreds of dollars in books to this company and EZ Book Recycle (legal name) or Sellbackyourbooks.com claims to have Never received my package. FeEx, the shipping provider, says there is no records of the tracking. Now I dropped off this box at a ***** drop off location. Now I am out hundreds in books. This is a scam. At the very least breach of legal contract.

  Business Response

  Date: 07/24/2023

  Customer has not provided any addtional information as requested, nor can the carrier confirm customer turned in any package to be delivered to us. 
  
  Please see previous communication sent to customer
  
  Greetings,
  
  
  We have not received your package.
  
  Do you have a receipt for when you dropped off your package?  What is the date and time that you turned in your package?  Please provide the location address.  If you dropped off your package by vehicle, and if we need to file a claim, the carrier can look at the video footage to verify receipt of the package.   The more information you can provide to prove that package was received by carrier, the better the chances of winning a claim.
   
  Thank you for any additional information you can provide to help the carrier get your package.
  
  
  
  Many thanks,
  
  
  Customer Support

• Initial Complaint

  Date:07/19/2023

  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.

  Purchased five books on 06/29/23, which were delivered without issue. Order number 1675772-LMRRZLFHX. One of the books was not the version I thought it was at the time of purchase. As per the website FAQ any item can be returned within 30 days of purchase. I have now contacted the company three times, on 07/07, 07/12, and 07/19, via email inquiring about the return. No response. The 30-day expiration will come in another 10 days, at which time I will be unable to return as per company policy. I simply want to return the book and get my money back.

  Business Response

  Date: 07/21/2023

  The customer was credited back the item on their order.  Thank you.

  Customer Answer

  Date: 07/21/2023

   
  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:07/14/2023

  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.

  Purchased a book from the seller. They sent the wrong book and have not responded to emails and customer service requests.

  Business Response

  Date: 07/14/2023

  Hello,
  
  
  We sincerely apologize for this issue and that you had to take the time to reach out to us.
  
  I have gone ahead and initiated a full refund for that item.  You may either keep or discard the item received. 
  If you still would like what you originally ordered, it would be best to reorder, to keep records accurate, for both parties. 
  We again apologize for any inconvenience this may have caused.
  
  The refund should appear on your account within 2 business days if issued to a credit card.
  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  We do thank you for your business.

  Customer Answer

  Date: 07/17/2023

   
  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. Full refund was received.. appreciate their timely response
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/07/2023

  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 made and order ---money was taken ---nothing was sent---over 2 weeks

  Business Response

  Date: 07/09/2023

  We sincerely apologize for this issue and that you had to take the time to reach out to us.  I have gone ahead and initiated a full refund for your order as we have now filed a claim for a missing/lost package.
  
  
  We again apologize for any inconvenience this may have caused.
  
  
  The refund should appear on your account within 2 business days if issued to a credit card.  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  
  We do thank you for your business.

• Initial Complaint

  Date:06/28/2023

  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.

  I placed an order on June 1st with Secondsale Books, Order Reference GKXGXQLWB, I still have not received the order, nor any tracking information.I sent an email to their email address ******************* on June 9th - NO REPLY.I sent a contact message on their website on June 12th - NO REPLY.I called their phone# *************) and left a message on June 15th - NO REPLY.On 6/17 I sent email stating that I expect a full refund $6.10. If I do not receive a reply by Monday afternoon, I will file a complaint with my credit card company.On 6/19 I receive a response from ***** - "We regret to inform you that the order has been canceled as we are no longer in stock, and we do not have an estimated time of quick replenishment, at this time. Your account, or card used for payment, will be refunded and you should receive a separate notification from Paypal, as well." (I do not use Paypal)I waited for my refund but it never came. I sent another email on 6/27 asking why my refund is taking so long. Finally I received a response from ***** saying that the order was refunded on 6/10. I sent an immediate response saying "No it was not! I just checked my credit card statement online, and there is still no credit!"No response.I immediately sent another email back to ***** with my full name and the last four digits of my MasterCard. I said maybe he refunded the wrong customer and to double check. No response.6/28 - I sent ***** another email stating that I filed a complaint with my credit card company. And I am filing a complaint with the Better Business Bureau. STILL NO RESPONSE.Please help. I know it's a small amount of money, but it's my money and I want it back!

  Business Response

  Date: 06/28/2023

  Hello,
  
  
  We sincerely apologize for this issue and that you had to take the time to reach out to us.
  
  If you still would like what you originally ordered, it would be best to reorder, to keep records accurate, for both parties. 
  
  The refund should appear on your account within 2 business days if issued to a credit card.
  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  We again apologize for any inconvenience this may have caused and we do thank you for your business. 

  Customer Answer

  Date: 06/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I have not yet received the refund. But it said it could take two days. I will keep checking until I have received the refund.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  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.

  On June 7. 2023 I ordered several books from EZ Book Recycle, operating as SecondSale.com. By June 9th, I had received order confirmation and three **** tracking numbers. The first two tracking numbers showed immediate movement and arrived in a timely manner; the third, containing most of my order, did not. I reached out to SecondSale.com concerning the lack of movement and did not receive a reply. Finally after 15 days, the third tracking number arrived. One of the books was incorrect. I ordered *************************** It, and instead received a romance novel titled The Wild Ones. Once more I reached out to SecondSale.com by using the supplied email address on the website. I explained what happed and sent pictures of the incorrect book, The Wild Ones as received. They have not replied. The only contact option on the SecondSale website is the email address ******************* and this is the address I used both times. And they have never replied. In my last email I informed them if they did not rectify this situation I would file a complaint with the BBB and still no reply. The issues with this order began even before shipping. Two of the initial books ordered were refunded as they had been sold, but the website not updated. The first refund was issued before the order shipped and the second several days after the order shipped. I have tried in good faith to deal with ********** directly and they refuse to answer my emails. I asked for the correct book, *************************** IT, or a refund, though the money is not the issue. Its the lack of customer care and disregard for basic customer service principles. Stand behind what you sell, and if something is amiss, correct it immediately with the proper product or a refund.I wish for a full refund or a hardcover copy of It in good condition. Attached is photo documentation of the following: order confirmation, email sent to SecondSale, shipping confirmation, and photo of the wrong book with SecondSale sticker on the cover.

  Business Response

  Date: 06/28/2023

  Hello,
  
  
  We sincerely apologize for this issue and that you had to take the time to reach out to us.
  
  I have gone ahead and initiated a full refund for that item.  You may either keep or discard the item received. 
  If you still would like what you originally ordered, it would be best to reorder, to keep records accurate, for both parties. 
  We again apologize for any inconvenience this may have caused.
  
  The refund should appear on your account within 2 business days if issued to a credit card.
  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  
  We do thank you for your business. 

  Customer Answer

  Date: 06/28/2023

   
  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:05/24/2023

  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.

  [Second Sale] Order confirmation Order No:1611523-HWFPQDVGV order on 5/9/2023 wrote at 6:08 PM confirming my order of Dungeons Dragons Core Rulebooks Gift Set Special Foil Covers Edition With Slipcase Players Handbook Dungeon Masters Guide Monster Manual Dm ******** Condition: Used - Very Good For:$78.25 However, They only mailed me one of the three books I paid for - without the gift box. I have emailed twice and called once with no response to any communication. ***********************

  Business Response

  Date: 05/25/2023

  We sincerely apologize for this issue and that you had to take the time to reach out to **.
  
  I have gone ahead and initiated a full refund for that item.  You may either keep or discard the item received. 
  
  We again apologize for any inconvenience this may have caused.
  
  The refund should appear on your account within 2 business days if issued to a credit card.
  Refunds issued to a bank account typically take **** days to reflect on the account balance.
  
  
  We do thank you for your business. 

  Customer Answer

  Date: 05/25/2023

   
  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:05/23/2023

  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.

  This is a company that I have been dealing with since 2014 in which I recycle books to them for resell. On May 1, 2023, I received an email stating that a check that was sent to me for books that I sent to them was returned undeliverable. They asked if any changes were made to my address or name. No changes at all and the address is okay on my account information on their website. I sent a reply, but in spite of emails on May 13, 17, 18 (in which I called as well and left a message and they did return the call but left no message), I have received absolutely no response. I sent an email May 22 and today, May 23, however, they have yet to acknowledge or respond to my attempts to find out what is going on. We're talking about a very small amount of money, less than $40.00, but even though their phone message states that emails are preferred, I can't get them to respond. If they do not want to pay for the books, return them. I just can't give them away.

  Business Response

  Date: 05/24/2023

  If the customer would have replied to the original email sent this all could have been avoided, I still have the returned check here and

  will gladly remail this back out to the customer, we do not know why it was returned to **.
  

  Customer Answer

  Date: 05/24/2023

   
  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,
  
  *********************