Complaints

This profile includes complaints for Better World Books's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Better World Books

  55740 Currant Rd Mishawaka, IN 46545-4808

  
• 

  Better World Books

  11680 Great Oaks Way STE 250 Alpharetta, GA 30022-2492

• 

  Better World Books

  1105 Lakewood Pkwy Ste 205 Alpharetta, GA 30009-7626

• 

  Better World Books

  11560 Great Oaks Way Ste 100 Alpharetta, GA 30022-2454

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:07/02/2025

  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.

  Betterworldbooks has abysmally poor customer service. I hesitate to say that they even offer customer service at all. Here's what happened: I placed an order for books. I acknowledge that it was my error that, due to a recent move, I didn't update my address and much to my stupidity, my order was set to be shipped to my old (wrong) address. However, I immediately, within seconds of placing the order, realized my mistake. - I tried to cancel the order (to replace it with my correct, new address). That's not on option. - I tried to edit the order. Also not an option. - I searched to see if chat was available. Not an option. - I called the ***** number. No one answers the phone. You can leave a voicemail with a warning that that it will be a while before you get a phone call. - I submitted a "request" per the website and only received an automatic reply. It is 2025, and this essentially amounts to ZERO customer service. There is absolutely no one to reach out to in real time to address any questions, concerns, or errors, and that's absolutely ridiculous. I have been a long time customer of BWB, and I'm absolutely flabbergasted that they offer so little in the way of help to their customers. Reading other ******************** complaints, it seems that other customers have noted the lack of anyone to communicate with, submitted messages, and they were not responded to. Funny how the BBB complaints are responded to, however.

  

  Business Response

  Date: 07/02/2025

  Thank you for reaching out!

  
  Our support team aims to respond to all inquiries within 24 hours. No worries! Address changes and cancellations are always prioritized. Weve successfully updated your shipping address, and your order will be sent to:
  

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

  
  Please note that your account or shipping confirmation may still reflect the original address. However, rest assured that weve made the change internally, and your order will ship to the updated address above. Youll be able to track your shipment using the tracking number once its on the way.
  

  Let us know if theres anything else we can assist you with!
  

• Initial Complaint

  Date:06/24/2025

  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.

  Placed order May 16, 2025 Received incorrect item; contacted BWB immediately.Sent all pertinent information for refund.Have requested REFUND 3 times via email since receiving incorrect item.Have CALLED via phone 3 times - no return phone calls and no emails Requesting refund of $36.94 PLUS TAX Thank you for your help in this matter.

  

  Business Response

  Date: 07/02/2025

  Thank you for your patience.
  

  It looks like your request (#*******) has been resolved. We sincerely apologize for the delay in getting this addressed. We understand how important timely support is and will be following up with our teams to help ensure that all requests are resolved within 2448 hours of being received.
  

  Please dont hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:06/22/2025

  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.

  faily delivery desptie guarantee *************** does photograph the delivery site, as does ******. ************************************************* I was available to received the package and it DID NOT ARRIVE. I notified he vender shortly thereafter, and was informed by the post offie that it was a new, temporay employee that completed deliveries that day. There is no way for me to find out where the temporary postal employee actually delivered the package(s). (Two others were misdeliverd)

  

  Business Response

  Date: 07/02/2025

  Thank you for your patience while we reviewed your request.

  
  Although **** has sided with us in their review of this case, weve gone ahead and issued a refund for your order as a sign of good faith. You should see the refund reflected in your account shortly.
  

  Please dont hesitate to reach out if you have any further questions.

• Initial Complaint

  Date:05/02/2025

  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.

   1ZF2172B0309246328

  Package dropped off. Have to wait for them to receive it before refund.

   

  
  

  

  Business Response

  Date: 05/06/2025

  We have been working with the buyer directly outside of the BBB claim; however, now that a claim has been officially opened through the BBB, we would like to continue the process through this channel.
  To move forward, we are providing a return label for the items received so the buyer may return them and receive the appropriate credit.
  Please see the attached file for the return label. 

  

  Business Response

  Date: 05/14/2025

  Just updating the claim to let you know that Ive asked our Returns team to process the return, as the label shows it has been delivered. Ill provide a further update once that has been completed.

• Initial Complaint

  Date:04/21/2025

  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 February 5, 2025 I ordered a book. I was out of the country due to a family emergency and came home April 11 and opened the package. It turns out they sent me 5 magazines which is not what I ordered. I contact customer service asking for a replacement. I was refused due to it being more than 30 days. The bottom line is I paid for goods I never received.

  

  Business Response

  Date: 04/22/2025

  Hello,

  Thank you for alerting us of the issue with your Order #********.

  While we must follow our 30-day return policy, we sincerely apologize for the inconvenience and the trouble this situation has caused. We understand how frustrating it is to receive the wrong item.
  After further review, we reached out to our new book supplier regarding your case, and were pleased to let you know that they have agreed to issue a credit for the order. Based on this, weve gone ahead and refunded your order in full.
  We appreciate your understanding and thank you for bringing this to our attention.
  

  Warm regards,

  ***

  Better World Books Customer Care Supervisor. 

• Initial Complaint

  Date:04/04/2025

  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.

  This company advertised a book including the dust jacket which is the artwork for the book and the book arrived without the dust jacket. Nowhere in my receipt for the book from this company does it show that the book will arrive without a dust jacket so I feel this is a bait and switch and type of fraud and I noticed that from the many complaints about this company they knew that issue a full refund even when they are at fault

  

  Business Response

  Date: 04/07/2025

  Thank you for reaching out. Were sorry that the item you received did not match the image in the listing. We appreciate you bringing this to our attention, as we continuously work to improve our listings.
  
  Please note that the images in our listings are stock photos and may not always match the exact cover or edition you receive. For accuracy, we recommend referring to the **** in the product details when making a purchase, as the **** is typically tied to a specific edition and cover.
  
  Weve issued you a full refund, which should appear in your account within 2-3 business days. Theres no need to return the bookyoure welcome to keep, donate, or recycle it based on its condition.

• Initial Complaint

  Date:03/27/2025

  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 am rejecting this response because:

  I have been in touch with Better World Books. I have not yet received the New Orleans book, only the Rome book. When I asked why they didn't send the confirmation e-mail, they responded "Ive reviewed your requests and past email sends and have identified an issue with the triggers affecting these flows."
  
  They have offered to send a replacement copy of the book -- albeit in lesser condition than the copy I originally ordered -- so when I finally receive it, I will accept this response.
  
  

  
  

  

  Business Response

  Date: 04/07/2025

  Hello, 
   
  Thank you for writing. It looks like the item ********-Sonoma Foods of the World: ***********... is marked to have shipped under **** Tracking # ********************** and in the same package as ********-Sonoma Foods of the World: ****: Authe..., could you please advise if this item is also missing? 

  

  Business Response

  Date: 04/17/2025

  Thank you for reaching out. It looks like our support team previously offered a replacement for *********************** Foods of the World: ***********, but unfortunately, the item was not available at the time of shipping.
  As a result, weve issued a refund in the amount of $5.28 for the missing item. You should see this reflected in your account shortly.
  We sincerely apologize for the inconvenience and appreciate your understanding and feedback.

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because: I would like a clearer explanation as to why the product was listed as available, why my payment was put through without confirmation of its availability, and how they intend to fix this problem going forward.
  
  
  

  

  Business Response

  Date: 04/18/2025

  Dear *** *******,
  

  As previously communicated, the item in question was marked as having been packaged along with another book, ********-Sonoma Foods of the World: ****: Authentic Recipes, which was delivered under **** tracking number **********************, as noted in your support ticket ***************** Email #********.
  

  To our knowledge, no damage was reported by the carrier, so we are not aware of any issues that may have occurred during transit. Our team made efforts to resolve the matter by arranging a replacement; however, due to an inventory discrepancy, we were ultimately unable to locate the item for shipping.As we are unable to fulfill the order, a refund for this itemhas been processed. For your reference, please see the attached screenshot from your order details and refund issued. 

  Thank you for your understanding.
  

   

• Initial Complaint

  Date:03/19/2025

  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 March 16, 2025, I ordered a book for Better World Books - ************************** of Music, authored by ***** ********. I received an order confirmation from Better World books, but they said I had ordered a different book, entitled ********************************* of Music by ***** Toll. I immediately contacted them to correct their mistake. Their customer service department insisted that they were correct about the book I had ordered and that the book had already shipped. They said I may return it; however, I will have to pay for return shipping. I do not think I should have to pay anything for a book I never ordered. I have since ordered the book I wanted through a different vendor.

  

  Business Response

  Date: 03/21/2025

  Hello,

  Thank you for bringing this to our attention.

  Weve carefully reviewed the details of your order #********, placed with us on 3/16/2025 for the book ****************************************** (ISBN: *************). Based on our records, this item matches what was listed in the product description at the time of purchase, which you can view here:
  *************************************************************************************************************.
  Additionally, the order confirmation email you received also reflects this item.
  

  That said, wed be happy to review any images of the item you received if there are concerns about its condition or content. We appreciate you taking the time to reach out and look forward to assisting further!

• Initial Complaint

  Date:02/25/2025

  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.

  I am rejecting this response because I believe Better World Books should deliver the original item that I ordered. 

  Sincerely:

  ******* A. ********

   

  
  

  

  Business Response

  Date: 02/28/2025

  Hello,

  Thank you for reaching out. We sincerely apologize for the inconvenience caused by the cancellation of your order.
  Better World Books sells across multiple marketplaces, and occasionally, an item may sell on more than one platform before our system updates the listing. Unfortunately, this occurred with the item in your order, and since we did not have another copy available, the copy was canceled. We understand how disappointing this must be and truly regret the error.

  
  Please rest assured that you have been fully refunded for this item. The refund has been processed to your original payment method as of Oct 31, 2024. Please see the attachment. 

  
  We have also shared this issue with our inventory team to help prevent similar occurrences in the future. Your patience and understanding are greatly appreciated. We offer a wishlist where you can add an item to be notified when it is back in stock. Please let us know if you need further assistance.