Complaints

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:08/28/2023

  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 ordered the electronic version of my daughters biology book and we were told at the start of school that she needed the hard back. I have attempted to email twice, and call 3 times, all times left on hold over an hour and had to hang up because I am at work. I just need my refund of $33.50 but no one at this company will answer the phone or respond!
  order ******** *****************************

  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.

  Customer Answer

  Date: 09/06/2023

  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,
  
  
  
  ********* ******

• Initial Complaint

  Date:08/22/2023

  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 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:

  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 sent my daughter's geometry book to MBA direct as part of their book buy back program. Immediately upon arrival of my book, the company stated that the book had water damage. On June 23, I asked for photos of the water damage. There was no reply from the company. On July 2 at 7:50am, I sent another request for photos. At 7:47am, I received photos from the representative, *******, that were taken in a warehouse. The photos sent were of the supposed water damage of the book, but had no identifying markers that it was our book. I assume that these are standard photos on her hard drive that are sent to multiple customers when asking to see damage, especially since they were located in a warehouse within 7 minutes of my request. I asked for a photo of the inside cover of the book where students write their name without a response. I believe that this company is scamming people from their refunds. We are required to purchase textbooks through this organization through my daughter's school. 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.  

  Customer Answer

  Date: 07/07/2023

  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,
  
  *****************************

  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,
  
  *****************************

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 for books in 2015. I dropped from the class before the start date and never received books from MBS Direct. When applying at the university in 2022, I was informed there was a balance on my account for a book voucher that was used. I notified MBS that I didn’t receive any books or access any classes at the school, ******* also sent me a letter to forward to MBS confirming that information. When contacting MBS, I was advised that they do not have records from *** confirming that they were delivered because of the age of the order. I was advised to follow up with my school. The school stated that MBS would be the ones who would be handling the account and to dispute the balance through them. I have placed over 10 calls to them requesting a resolution. All of which have been unsuccessful in anything other than referring me back to the school.

  Business Response

  Date: 11/16/2022

  We must be notified of non-receipt of a shipment within 30 days to receive a refund.  We are unable to assist the customer in this matter.  ******* University was billed and paid for her shipment.  Any resolution of that debt is between the customer and the school.  

  Customer Answer

  Date: 11/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  ******* University paid MBS for the order, the order was never delivered and presumably cancelled. No correspondence was made because the classes were not taken, I was disenrolled before the books were shipped. MBS is unable to confirm that the books were delivered and refuse to provide a refund to the school. 
  
  
  
  
  
  Sincerely,
  
  
  
  **** ********