Complaints
This profile includes complaints for Better World Books's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/18/2024
Type: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.
In early August 23, I ordered an ******* workbook with A Connect Access code. I paid $104.11. I chose this particular book because it came with a connect access code that is necessary in University. our son was in ***** from August to 14 December. ***y didn't use the Workbook or access code overseas. School started in Jan 24 and the connect access code is necessary. I contacted Better World Boods and asked about the connect access code and ***** from their customer service department told me the following: ***** *************************** 18, ****, 9:42AM EST Hello, Thank you for writing! *** majority of our inventory consists of used books and any components such as CDs, DVDs, figurines, access codes, or other accessories are not included, even if listed in the title. We are unable to change such listings as the title is determined by the publisher and cannot be changed for resale. Should you have any additional questions, please do let us know. Sincerely, ***** *** title of what I purchased was "GEN ***** LOOSE LEAF AVANTI; CONNECT *********** 5TH" I had looked at other sites that offered the same book but didn't include the connect access code. I specifically chose this one because it said that it came with the connect access code which we were told would be required. ***re was a description underneath where they described the item. It said that the book was used but in almost brand-new condition. *** inventory SKU was 45182711-6. *** description of what I purchased was deceptive at best. It says that it comes with a code to be able to use the book online. If this was not the case, the description should have said that no connect access code is available with this book. *** description, in bold, clearly claimed that it came with the connect code. It WAS possible for them to accurately describe what the customer is getting in THEIR description. I don't understand how they get away with deceptive marketing. Also, the book arrived a week late.
Business Response
Date: 01/31/2024
We are sorry to hear that #******* placed with ** via the Biblio Marketplace on August 12, 2023, did not meet expectations and was missing the access code. Better World Books primarily sells used books and based on our condition guidelines additional components are not available. Customers must inform Better World Books of non-delivery or condition issues within thirty (30) days after the estimated delivery date.Unfortunately, we will not be able to take action in the form of a refund or replacement for this order as our teams were not contacted before January 11, ****, marking a total of 152 calendar days which is outside of the refund and return policies for both the Biblio marketplace and Better World Books Policies. The email referenced here is ticket # *******.
Our apologies for any inconvenience.Initial Complaint
Date:01/16/2024
Type: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 for school through this business. It came in and it was more like a brochure knock off of the real textbook. I sent an email 3 weeks ago asking for a refund and they assured me I would get one. I spoke to someone named ***** via email after submitting the request. As of today I have not received a refund and I also have been charged again 2 days ago for the book. They keep saying the refund will process in 3 days and not only did I not receive it I was charged again. This is ridiculous.Business Response
Date: 01/18/2024
Our apologies, however, we have checked with our credit card processor and have verified that the refund for Order #******** was issued. If the funds have not been deposited to your credit card account, you will need to contact the card issuer with the unique reference number 24492164012000011728719
We have also attached a copy of the refund receipt. Please let us know if you have any additional questions or concerns.Initial Complaint
Date:01/02/2024
Type: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 ordered a book from them at the end of November 2023. They sent me a bogus tracking number & have never heard from them, my book. I emailed them, with no response. Fraudulent company.Business Response
Date: 01/12/2024
Thank you for reaching out. We're sorry to hear that this shipment hasn't arrived within the expected delivery window. At this time, we do not expect the order to arrive and have issued you a full refund. Please allow a few business days for the refund to reflect in your account.Customer Answer
Date: 01/12/2024
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.Thank you.Initial Complaint
Date:09/18/2023
Type: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 # ******** Haven't received books showing as delivered more than a week ago. Others show last status around 9/4-5 and no further information but NONE of the books I already paid for have arrived! I want a total refund of the entire order! On 8/30/2023, I received an email stating my books had shipped. The system shows that the order was received, but I have received NONE of the books. I paid $36.83 already, but I haven't received any of the books, nor have I been able to locate a phone number on BWB's web page to contact them. I received a message/email from OSM Worldwide stating I needed to reach out to BWB directly. I'd be happy to do that, but there doesn't appear to be ANY number or address or email on the company's website. This is SUPER frustrating! Please refund me for ALL the books!Business Response
Date: 09/19/2023
Thank you for bringing this to our attention. We are sorry to hear that the order #******** has not been received. The carrier has marked the package as delivered to:
*********************
*********************************************************************************************************
************************
Please check all potential delivery locations at the listed address. You might also ask anyone else who may have had access to your mail. If you are still not seeing this package, we suggest checking with your local mail carrier or post office in the instance of misdelivery. In some cases, the tracking may update with the status of 'delivered' yet take an additional 24 hours to arrive.
If it has been over 24 hours from the 'delivered' update, a service request can be sent by email to your local *********** to save time.
Please note that there were two shipments from two locations shipped under the tracking numbers below
********************** Delivered September 5, 2023
********************** Delivered September 1, 2023
We apologize for any inconvenience. Please do not hesitate to contact us should you have further questions.Customer Answer
Date: 09/19/2023
I am rejecting this response because: I verified my mailing address when I requested materials. Materials should have been shipped to me at ***************************************************************, NOT to **** *********************** Dr ************** I KNOW I changed/verified the address, for I have not lived at *********************** address for well over 3 years now. I cannot check with people who live there as I don't know anyone there, nor do I live nearby. Furthermore, since the post office shows it delivered, they have not been any help either. Please refund all materials as they were shipped to the wrong **************
*****
Business Response
Date: 09/22/2023
Hi *****,
Thank you for following up with us and providing further details. We have issued the refund for the missing items and ask that you visit your Better World Books Account and update your address book to remove any addresses that are no longer needed. If there is anything else that we can help with please let us know!Customer Answer
Date: 09/22/2023
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.Thank you.Initial Complaint
Date:07/18/2023
Type: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 web site of Better Word, Books shows,The front cover of the Renal Diet cook book by *********************. Stating that it contains **** recipes. The book has less than 100. their customer service phones just take you to recordings saying the same thing.I have attempted to contact them several times on the coputer,they state they will get back to me .It has been several days and i have not received a reply. their return policy states you have 30 days from the time you order the book to return it.Business Response
Date: 07/24/2023
Hello,
Thank you for following up with us. Our apologies for any confusion. Reviewing our previous correspondence, it appears that we have already issued a refund regarding the printing issue for Order #******** on 7/20/2023. We have attached a copy of the refund receipt for review. Please let us know if we can be of any additional assistance.Initial Complaint
Date:07/17/2023
Type: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 placed the order on 6.6.23. Paid **** for it, but the order never arrived, even though I got the confirmation mail. I contacted the support service, but no reply. The book was meant to be a present, but it took too long and still no book, so I'd like my money back for the wasted time.Business Response
Date: 07/24/2023
Hello,
Thank you for following up with us. Our apologies for any confusion. Reviewing our previous correspondence, it appears that we have already issued a refund for Order #******** regarding the delivery issue on Jul 16, 2023, via ticket email #*******. A copy of the refund receipt and email are attached for review. Once again, our apologies for the shipment not having arrived within the delivery window.
Please let us know if we can be of any additional assistance.Initial Complaint
Date:04/10/2023
Type: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 an item from Better World Books, "Dungeon Master's Kit: An Essential ****************** Kit". The item did not arrive. They sent another Dungeon and Dragons item that I did not order and do not want. When I requested a full refund, the two options they game me were to receive a 50% refund and keep the incorrect item or return the incorrect item at my cost (although they would later reimburse me up to $3.99). It's my understanding that a business cannot charge a customer when the business does not send the item ordered, and it's my understand that a business cannot charge a customer when an incorrect item is sent (which is what is happening here--I'm being charged for the incorrect item at the price I paid for the item I ordered). It's also my understanding that when a retailer sends an incorrect item (intentionally or unintentionally), that item is legally treated as a gift. As such, they cannot require a customer to pay for or return the item. They may request that a customer return an incorrect item, provided that the business pays for the return shipping, but again, there's no requirement for the customer to return the item. I would like a full refund of my purchase price. I have included a copy of the website of the item I was supposed to receive, a receipt, a picture of the incorrect item, and several emails from the company outlining their return policy and refusing to issue a refund.Business Response
Date: 04/10/2023
Hello,
Thank you for sharing your experience with your most recent order Order #********. After reviewing the listing and concern for book 9780786956302 Dungeon Master's Kit we see that this item is for a full kit and was not received in full. Unfortunately, the full kit is not currently available to be replaced which has resulted in a full refund for this item in the amount of $38.21. This refund will credit back to the card ending in 2480 within the next 2-3 business days. There is no need to return the item that you received. If you have no use for it, please consider donating or recycling it.
In addition to the full refund of the item issued, this item has been flagged to ensure that it is properly checked before our teams can submit it into inventory, and apologize for all the difficulty with the support received. We would like to a moment to share condition guidelines for our listings available at Book Conditions Better World Books **************************************************************************************
Please be sure to let us know if there is anything else we can do for you and thank you for allowing us to review this issue in full.Initial Complaint
Date:02/20/2023
Type: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.
My book title has been altered, my photo was moved from the back cover to the front cover, and it is being sold by this vendor in *******. Additionally, it is on sale by ****** on ***. I give copies to patients and sell as fund raisers. However, after several years I am publishing its second edition.Business Response
Date: 02/22/2023
Thank you for contacting us. Once a copyrighted work has been sold, the original copyright holder no longer holds control over how the purchaser transfers the item. So once someone purchased your book they are free to sell, lend or donate the book as they so choose, as long as the copy itself is not an infringing copy. We came to obtain your book through a donation or other valid purchaser. This law is known as the first-sale doctrine and is also referred to as the right of first sale or first sale rule based upon that doctrine, Better World Books can sell, donate or recycle that book.
However, after reviewing, please rest assured that we respect copyright and other intellectual property rights, we will at this time refrain from offering this title, although we are well within our legal rights to offer the same, we have removed the item(s) under ISBN ************* from offerings per your request.Customer Answer
Date: 02/22/2023
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.However, I will pursue elsewhere how/who modied at least the book cover.
Thank you.Initial Complaint
Date:11/21/2022
Type: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 volume 1 of a book ofand it has never arrived. I have attempted to tell them this multiple times and I have never received a message back. If the volume is in stock, I would still like it. If it is not, I would like a credit to the **** to which I charged it.************************* ********************* Business Response
Date: 11/21/2022
Hello, Thank you for bringing the issue with your Order #******** placed on 1/21/2021 for book title ************************** ******* and Culture. We're sorry to hear that this shipment did not arrive within the expected delivery window. At this time, we are unable to verify the status due to the time that has passed. Please be aware that customers must inform Better World Books of non-delivery within thirty (30) days after the estimated delivery date. Unfortunately, we will not be able to take action in the form of a replacement for this order, however, we have issued a full refund.
Our apologies for any inconvenience.Customer Answer
Date: 11/21/2022
I am rejecting this response because:The response from BetterWorld mentions the wrong book. I ordered (and was told it had been delivered, but it had not) the book I mentioned: vol. 1 of a book entitled <An Anthology of Chinese Discourse on Translation>. I received an email from BetterWorld saying it had been delivered. It had not been ordered. We are talking two months ago, not an earlier order.****Business Response
Date: 11/22/2022
Hello,
Thank you for following up with us! We would be happy to revise and address the correct order, please note that there are no further orders registered under the email shared with us under ******************* Please reply back with your Better World Books order number. We look forward to resolving this issue.
Initial Complaint
Date:11/04/2022
Type: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.
Transaction date: 10/24/22 Amount $5.70 +shipping Company did not ship me the book which was pictured/advertised on their website as being for sale, instead they shipped an edition of the book which was published in ****. They said the isbn number of the book they sold me is what is advertised on the website(which is not true), the picture of the book that is advertised does not match what I received. In other words they posted a picture of a later edition book published in **** (which I was looking for), but told me the **** of the book I received is what they were actually advertising, again not true, the book they sent me is so old it does not have an **** on it. They simply sent an earlier publication which was published in **** because the name matched. The company has not bothered to acknowledge that they did not advertise the correct picture of the book they sold me. My end goal is to either receive the correct book which was advertised and/or compensation in the form of a refund and reimbursement for shipping. Attached are pictures of the book they advertised on their website and the book I received.Business Response
Date: 11/08/2022
Hello,
Thank you for contacting us in regard to your recent Order #******** with Better World Books placed on 10/24/2022. In reviewing the concerns with item ************* and agent interaction via ticket email ******* we do see that we did not have the full information of the item received and addressed the concern based on the site details which did not match the physical item received. We sincerely apologize for all the trouble and looking into the listing offering at https://www.betterworldbooks.com/product/detail/Plane-Trigonometry-*************
At this time, we have removed all items for our quality assurance teams to look into prior to uploading for sale. We would also like to confirm that the order has been fully refunded in the amount of $7.19 on November 5th, please see the attached refund receipt. We understand that it is disappointing that we are unable to replace the item at this time, however, should there be an alternative item that is located on the site, please do not hesitate to contact us at ******************************* and request for the book to be checked prior to completing a purchase and use gift certificate **************** which holds a $5.00 dollar credit.
We sincerely apologize for the difficulties and look forward to assisting you with your next purchase.Customer Answer
Date: 11/15/2022
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.Thank you.
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