Complaints

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

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  Christianbook

  140 Summit St Peabody, MA 01960-5156

• 

  Christianbook

  PO Box 8000 Peabody, MA 01961-8000

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:10/13/2023

  Type:Billing 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 was very confused to see $16.95 taken out of my account at 4:30am. I have bought many of my ********* books from this company, and know I wasn't on the internet at that time. When I investigated further, I see that I was enrolled in a rewards program without my knowledge or consent. When I looked at the christianbooks.com site, I don't see anywhere that an enrollment in a membership program would cost any monthly fee. To charge someone a monthly fee without clear notice seems underhanded. Please refund me my $16.95. I did find the place to cancel the membership and have done so. Thank you.

  

  Business Response

  Date: 10/16/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements. 

  We'll request that your Christianbook Rewards charges be refunded.

  
  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:10/05/2023

  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.

  We placed an order with ChristianBook Shop on 2-Oct-2023, totalling approx $447.17 USD Part of the order wasn't available at the time, so it was placed on backorder with the estimated stock arriving on 6-Oct-2023 On the 5th of October, I sent a message to ChristianBook Shop (CBS) if it was possible to change one of the backordered items to a different version (see Supporting Document CBS - Question 1)I was then responded to by CBS in an email stating that they had removed that item from my order and for the different version, I would have to create a new order for it (see Supporting Document CBS - Response 1)This wasnt what I had asked at all. I replied immediately to CBS to not cancel that item if it couldnt be changed, but I was greeted with a reply from them saying, 'too late, order the different item', and 'dont worry, we havent charged you for that item'. (See Supporting Document CBS - Interaction 2)However, they have charged us for part of that item as the shipping and handling costs for the entire item, had all been paid and collected by CBS when they sent the 'in stock' part of the order. This cost of shipping was $56.64 USD + additional tax of 15%, as I am basede in ** and there are regulatory taxes of 15% that CBS charge on top of our order to send here (See Support Document CBS - Order 1)If we were to order the cancelled item, an additional $31.61 USD + 15% tax would be incurred (see Supporting Document CBS - Additional Shipping Cost). This is the amount that we would be out of pocket because of their error in cancelling this item from our original order For resolution, we would like either of the below solutions to be provided for by CBS:1. Refund of $31.61 USD + 15% tax to reimburse shipping, handling and its tax for the cancelled item 2. Send the item as it was on backorder and keep the original order cost of $447.17 USD. As per their T's and C's, backordered items do not incur additional shipping costs. This is ideal solution Thank you

  

  Business Response

  Date: 10/06/2023

  Thank you for bringing this issue to our attention.  We are very sorry that our representative, due to programming limitations, was not able to swap out the digital item for the *** as you requested.  As a gesture of apology per your suggestion we will go ahead and refund the amount that will cover the shipping on the reorder of the desired item by you, ***** USD plus **** tax total ***** USD.  Thank you for the time and energy you have put into this resolution.

  Customer Answer

  Date: 10/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/25/2023

  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.

  We ordered a school curriculum and we received the wrong book. They apologized and resent the order and then resent the same wrong book again. Now we are two weeks late on the curriculum we need. They said they would send the order with two day shipping and now we get an email that they had their inventory wrong and they cannot fill the order at this time. We called to complain and their was no effort to correct the problem. They simply did not care and when we explained what happened and said we were going to leave a negative review they simply said "ok" with no apology or effort to rectify the problem. Very poor customer service. Very disorganized. This is the second time we've had problems with them listing inventory they don't actually have. We will not support this business again. They have lost us as a customer!

  

  Business Response

  Date: 09/28/2023

  We're sorry to hear about the trouble that you've had with your order and for the delays you've experienced in your class because of them.

  I've checked our records and determined that you were issued a refund for the incorrectly sent item on September 27 in the amount of $49.64. We have also just posted another refund to your account for the remainder of your order, $18.48.

  We'll also be sure to follow up with the agent that you spoke to in order to provide some coaching on how to better **************** such as these.

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response - a full refund - does satisfy my issues and/or concerns in reference to complaint #********. I do want to note that I am still frustrated at the disorganization of this business and that this has happened more than once. I most likely will not return as a customer. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/22/2023

  Type:Sales and Advertising 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 made a prchase for homeschool materials, (as I have for the past 7 years), for four items that totaled *****. Several items were back ordered so payments were being taken out as my items were shipped but then I noticed a payment for $14.95 labeled an automatic payment. I sent an email to customer service and only got a reply that I had signed up for a rewards program during my purchase. *** made several purchases with this company and never signed up for a rewards program. If this info is on the page at checkout then its not very clear or noticeable. I did however find the website (totally different site for this) and figure out how to cancel. Just seems very sneaky and dishonest. I did ask for a refund but then there was no feedback.

  

  Business Response

  Date: 09/22/2023

  Thank you so much for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  Please know that your concerns will be shared with the right team for further evaluation. We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future. We've also requested that you be refunded for any charges that were posted to your account for our program before it was cancelled.

  Customer Answer

  Date: 09/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:09/17/2023

  Type:Billing 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 8/16/2023 and 9/16/2023, I was charged $14.95 without my consent. I've reviewed my account information on Christianbook and do not have any active memberships or subscriptions. I would like a refund to my bank account immediately as I did not authorize these purchases. It appears this company charges frequently without authorization.

  

  Business Response

  Date: 09/18/2023

  We're sorry that you weren't aware that you had enrolled in our Christianbook Rewards program. We apologize for any confusion regarding the program. We'll request that your account be cancelled and the funds be returned to your account.

  Thanks for letting us know about the problem and for giving us a chance to fix it.

  Customer Answer

  Date: 09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/13/2023

  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.

  Yes, I ordered books in Dec 2022, they said free shipping if over certain amount but after 30 days they charged me every month for a rewards program for ***** a month. I called they said the fine print states a monthly charge and I received a new email welcome package which I never received. She canceled my subscription, but that is really a crappy way to rip off people, she said well that's how you get free shipping. Would like my money back.

  

  Business Response

  Date: 09/13/2023

  Thank you for taking the time to share your feedback about our Christianbook Rewards program. We genuinely apologize for any confusion regarding the Christianbook Rewards program. It's important to us that our offerings are clear and beneficial for our customers. As this is a new program, we truly ************** like yours, which help us refine and make necessary improvements.

  We have confirmed that your account has been cancelled and will request that you be refunded for any of the charges posted to your account be refunded.

  We deeply appreciate your trust in us, and we are committed to ensuring a better experience for you in the future.

• Initial Complaint

  Date:08/23/2023

  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 am a customer of this company. But I am being charged $14.95 regularly for something called *********************** I wrote the company, but no one responded. I need to know how this happened, how I can get it stopped and I need a complete and total refund.

  

  Business Response

  Date: 08/28/2023

  Thank you for your comment. We have reached out to ChristianbookRewards and they were able to cancel your membership in the Rewards program. Only one monthly fee of $14.95 was charged on 8/10/23. They are refunding that $14.95 to your **** card. There will be no further charges. If you have further questions for them they can be reached at ************. Thank you for letting us know about the issue and giving us a chance to help you fix it.
  

  
  

  Customer Answer

  Date: 08/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/13/2023

  Type:Billing 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 have been charged ***** the past two months for no known reason on my paypal account for **********************

  

  Business Response

  Date: 08/15/2023

  This fee is for joining our Christianbook Rewards program.

  When the customer placed an order with us, we presented an offer to receive a rebate on the order. It asked for them to provide your email address and click on the join button. After the 30-day free trial, there is a $14.95 monthly fee for Christianbook Rewards.
  
  They would've received a Welcome email from the Christianbook Rewards program to create an account. If they didn't see the email, it might be in their spam folder. The account for this program is different than the Christianbook account that they use to shop with us.
  
  No problem, we will refund and cancel their enrollment in the program.

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

  Customer Service Supervisor

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

  Customer Answer

  Date: 08/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/17/2023

  Type:Billing 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.

  There is an additional charge on my card in the tune of *****- this purchase was not made by us, nor do I understand why I have been charged, I checked my membership status, and I am not a member, nor do I have any plans of being a member. Please fix this issue *************************

  

  Business Response

  Date: 07/19/2023

  BBB,
  
  When the customer placed their order with us On April 24, 2023, we presented an offer to receive a rebate on their order. It asked for you to provide your email address and click on the join button. After the 30-day free trial, there is a $14.95 monthly fee for Christianbook Rewards. They would've received a Welcome email from the Christianbook Rewards program to create their rewards account. This may have gone to their spam folder. The account for this program is different than the Christianbook account that you use to shop with us.

  Since they are not interested in the program, we will cancel it and refund the customer.

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

  Customer Service Supervisor

• Initial Complaint

  Date:05/09/2023

  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.

  On April 10th, 2023, my card was charged $14.95 for an order that I did not make. I have attached a copy of my order history and the charged that posted to my account. I am very concerned now that its come out twice. I have ordered with Christian ********* for years and never had this issue happened. It appears that someone is misusing customers cards listed in their account. This appears to be a security issue.

  

  Business Response

  Date: 05/09/2023

  When the customer placed an order with ** on March 9, 2023, we presented an offer to join Christianbook Rewards and receive a rebate on the order.

  The offer asked for the customer to provide their email address and click on the join button. The information displayed on the screen explained there was a 30 day free trail for this offer and then there would a $14.95 monthly fee. 

  The customer would've received a welcome email for the Christianbook Rewards program to create an account. If they didn't see the email, it may have gone to their spam folder. 

  The account for the ********************** Rewards is different than the account the customer has on ********************** to shop.

  We checked the customer's account and we see that the ********************** Rewards program has been cancelled. They will not receive any future charges. 

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau:I have reviewed the response submitted by the ******** and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I canceled only after learning about this from other BBB complaints. Please refund the 2 months charged as you have admittedly done for the other customers. 

  Your ******** practices are sneaky and at best ignorant of what this does when you sign people up for a paid subscription while misleading them with words that are not clear on a paid service. 

  Your own statement admits that it comes in another email disguised as a sales newsletter guaranteed to be sent to a spam folder. 

  Please quit doing this. Especially from a Christian ******** perspective. It makes your ******** appear untrustworthy.

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 05/22/2023

  We have cancelled the subscription for the Christianbook Rewards program. The customer will receive a refund for the charge.

  We have reached out to the customer directly to let them know.

  Regards,

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