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Business Profile

Textbooks

M B S Direct

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 5 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 personally packaged two new books (TOGETHER) and shipped them with packaging padding and waterproof protective covering; yet, I received an email from *** that the book that I was quoted the least amount for is in new condition but my highest quoted book is in damaged condition, which makes no sense at all. I have footage of my books and my shipping process. I want to know what this company is up to. It sounds as if they are trying to create an excuse to steal my more pricey book from me. I want *** to pay me the money they quoted me for ($86.95).

  • Initial Complaint

    Date:02/20/2025

    Type:Billing Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

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

    Business Response

    Date: 02/25/2025

    We received both books, but there were a few issues with the check-in process.

    The first issue was that the books got separated during the check in process and were received under different shipment numbers, 492876-8 and 493880-6.  

    The second issue is that the version of RULES FOR WRITERS checked in on 492876-8 does not match the version on the customers quote ************** and therefore no payment was offered for it.

    The customer sent their email to us on 2/18 regarding only having received payment for one book. Our customer care representative replied on 2/20 explaining that we received both items but RULES FOR WRITERS did not match the quote. The email included information about requesting to have the book sent back to her.  We have not yet received a response from the customer on that issue.  

    Because we cannot pay for the book that does not match the quote, we are having the book sent back to the customer at our expense.  

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.

    Complaint: 22811155

    I have reviewed the business' response and am rejecting it because:

    I followed the instructions for contacting this business that were provided in the order confirmation email. I was even sent a receipt email from the ************************** If the business is not checking this email address, that is something they need to update in their instructions to the customer. **** **** emailed me ************************ and suggested I use a different email address for customer service issues that is not posted anywhere on their website.

    I feel like the response from the business is deflecting from the real issue, and I take offense to the suggestion that I didn't direct my emails to the correct address when I very clearly did. I even received an automated message directly from *** confirming that my emails were received. This sounds like an internal staffing and technology issue to ***, which has unfortunately impacted me as the customer in a negative way. 

    I will send back the book so that *** can follow up with the publisher. This is a considerable inconvenience for me considering the multiple hours I have already spent on this issue. The time and expense to pack up the book (even with the pre-paid shipping label) is a burden on me. I do not think it is appropriate for *** to withhold my refund until they receive the book, which could take weeks via ground shipping with inclement weather in our area. 

    The communication from **** and my reply to her, along with images of the misprinted book, are attached to this response.

    Sincerely,

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

    s $142.95 of my money that I never wanted to send them in the first place, and now I have an unusable textbook. I am ready to escalate this in whatever way I can, because I honestly don't know how else to move forward with this company when no one is available to take a call or respond to emails. I will not be using BNC to order textbooks for any future semesters.

    Business Response

    Date: 01/15/2025

    We have searched our records, but cannot find any emails from the email address the customer provided.  We are unsure of what email address the customer used to contact us, so there may have been an issue with it being directed incorrectly.  I would be happy to provide the customer with a free emailed return label and issue credit for the book the customer decided she did not want.  The printing error will need to be reported to the publisher, so we will need to retrieve the original copy.  I will be emailing that to her today.  A credit will be applied to her account once we receive the returned textbook, Treating Those with Mental Disorders, ISBN 0-13-479187-8.

    Customer Answer

    Date: 01/16/2025

    Hello,

    I have attached an email that shows a message from **** **** at ***, as well as my response. Please let me know if there are issues opening the attachment.

    Business Response

    Date: 01/16/2025

    The email address that the customer mentions that I provided is an alias for the one posted on our website.  I will continue to investigate to find out if we have some sort of system issue that resulted in there being no record of her attempts to contact us.  I understand her frustration, and although it is our policy not to provide a return credit until the item has been returned us, I will go ahead and issue the credit to the customer for the book now.  I sincerely apologize for the customer's experience.

    Customer Answer

    Date: 01/17/2025

    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

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

  • Initial Complaint

    Date:10/14/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
     
    Sincerely,

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

    Business Response

    Date: 11/26/2024

    Shipment $404000-8

    The email notifications are automated messages indicating that the package tracking number has been initiated into our system and that it has arrived.  It is not an indication that the items received are eligible for refund.  That takes place after an inspection process by our team.  The package we received was empty, but it most likely happened during transit to our facility.  Normally we would ask the customer to file a claim with the company they used to ship the package to us, but we will go ahead and pay for this item as a courtesy.  The refund will go to the customer's ****** account.

  • Initial Complaint

    Date:09/16/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    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,

    ****************************************. I also sent two emails to their "contact us" email address. I received a confirmation that it was received but no one responded. I finally gave up and processed it as a return and returned the incorrectly and deceptively packaged materials back to them with an explanatory note demanding a full refund. They received my package on September 6 and issued a partial refund on the 16th. They made a mistake that caused me to have to pay full price for ** Bio materials twice - once to them for their mistake and second to another provider when BNC/MBS refused to answer the phone or emails. I paid this provider $126.25 for this and received only $88.24 for it. I attempted to call again, and they are still apparently receiving "high call volume". This is the unbelievably frustrating that I have to give up time and money for their mistake. I want a full refund and to call attention to this pattern of not making themselves available to listen to customer complaints.

    Business Response

    Date: 09/17/2024

    We sincerely apologize for the experience this customer has had.  We are in the midst of the busiest time of year, and we do not currently have enough staff to keep up with the volume of calls and emails.  I have issued a full refund for the book the customer purchased that was incorrectly assembled. 

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Answered
    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 not received payment for my buyback order. I was told it was sent to PayPal on the 6th of June but when I called them to verify this, they couldnt locate it. I am very concerned that thick company has tried to take both my books and the payment promised to me. I just want my money. This is poor customer service and very unprofessional.

    Business Response

    Date: 07/01/2024

    After researching this customer's complaint, we got a report from PayPal that confirmed that all payments made on this date failed on the PayPal side.  Payment was reissued on 6/17/2024 and one of our supervisors reached out to the customer to update them.  

    We sincerely apologize for the problem.

  • Initial Complaint

    Date:11/28/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    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 for you help. 

    Sincerely,

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

    Business Response

    Date: 12/11/2023

    The customer's book was received in good, but not pristine, condition. The item is required to be sold in new condition only, and the condition of the book is not in good enough shape to sell in that manner.  I sincerely apologize for the trouble and frustration the customer has experienced.  We will send the book back to them at no cost.  They may be able to sell the item to another student or online with another company.  

  • Initial Complaint

    Date:08/28/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.



    Sincerely,



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

    Business Response

    Date: 09/05/2023

    Customer was credited on 9/1/2023, so this complaint has been resolved.  We sincerely apologize for the wait times the customer experienced.

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 rented one book and purchased another book from MBS Direct. The order # is ********. The book I purchased was $75.00 ****** *****************. I purchased the book versus renting it because MBS Direct provided a Guaranteed Buyback of the book for $45.00. The stipulation was that the book needed to be returned by 09/01/2003. The semester has now ended and MBS Direct will not buy back the book now, even though it was guaranteed. When I try to sell it back I get an error that states "1 item does not qualify for buyback." I emailed MBS Direct and they have failed to contact me back. I tried to contact them twice via telephone and was on the phone for 45 minutes+ and never got through. I feel that this is a "bait and switch" by MBS Direct to try to get students to buy books at a cheaper rate and "guarantee" to buy them back, but then refuse because they have enough inventory. I believe this to be deceptive practices on their part. I wish to get the $45.00 as guaranteed by MBS Direct in our sales agreement.

    Business Response

    Date: 09/05/2023

    One of our supervisors has attempted to reach out to the customer to resolve the concern.

  • Initial Complaint

    Date:07/03/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Complaint: 20268023

    I am rejecting this response because: I do not believe that the book arrived damaged.  And, if for some reason if it did arrive damaged then the company sent me a damaged book. I would like the company to return the damaged book to me at their expense. 



    Sincerely,

    ***************************** I do not feel comfortable utilizing this company for books with their dishonest and lack of ethical business practices.

    Business Response

    Date: 07/06/2023

    All books that are received in a condition that does not meet our qualifications to resell are stored in a specific location in our warehouse with the original customer paperwork.  This allows our **************** team to contact a warehouse supervisor to retrieve the exact book in question quickly if a customer has concerns about why we deemed it unacceptable to us.  I believe the reason ******* was able to respond so quickly is that she had requested the photos from the warehouse when the customer originally contacted us, but either failed to forward them on to the customer, or we had some sort of email problem that blocked the message from getting through to the customer.  I sincerely apologize for that.  We will not resell a book that has any sort of liquid damage, and that is why the customer's quote was originally denied.  I have asked our ********************* to go ahead and issue a check to this customer for the full amount of the buyback as a courtesy because I want to reassure her that we take her concerns seriously.  

    Business Response

    Date: 07/11/2023

    As mentioned in my previous message, we have already issued a check as payment for the book we received. If the customer wants to refuse payment, I will pursue returning the book to her.  We will not do both.  

    Customer Answer

    Date: 07/12/2023

    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,

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

M B S Direct is NOT a BBB Accredited Business.

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