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Business Profile

Textbooks

M B S Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Textbooks.

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:11/15/2022

    Type:Billing Issues
    Status:
    Unresolved
    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,



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

  • Initial Complaint

    Date:09/11/2022

    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.
    I ordered around $600.00 in text books, ebooks/prime access.I did not receive a prime access code for a Spanish book. I emailed three different people and called for three days straight during my lunch hour and was on an automated hold with music for 45 minutes each time with no response to their 24/7 help hotline. The receipt stated your ebook/access codes will follow in the next email. I expected the us history code and the prime access for Spanish (as it stated in the email)Since time has gone by- and school is in session - and no response I had to rebuy the access code for another $105. (With a different company of course!) Here is the email I sent:Hello. My name is *****************************. I made a purchase for my son, ********************* on 8/11/22, order #********. We cant find the prime access code for ****** Senderos level 1b.978-1-68005-906-9 class-526 I have tried to access it on my digital bookshelf- nothing is listed.I called your 24/7 phone number and was on hold for 45 minutes (good music) but was never connected to anyone.I had him check his email and he did not receive a code for Spanish, (only US History)Can you help me with this? Thank you in advance for your time.***************************** Thank you BBB for your time and effort on this.They send an automated message saying your email has been received and someone will get back to you or the give you another email to contact- I was talking to two other parents that this happened to as well- they had the same exact issue with no help 24/7 line and received no email response as well from MBS Direct.

    Business Response

    Date: 09/23/2022

    We sincerely apologize for the delay in response to the customer's inquiries.  We were experiencing very long hold times due to this being the busiest time of year.  The customer service rep explained that the access card should have been inside the physical textbook.  I have issued a full refund for the customer's book that she had to purchase from another vendor in the amount of $184.25.  

    Customer Answer

    Date: 09/23/2022

    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.

    Sincerely,

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

  • Initial Complaint

    Date:08/14/2022

    Type:Delivery 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 ordered text books in advance for the school year. We didn’t have the option to use anyone else because the school partnered with this incompetent company.
    The only delivery date was august 18TH, the day after school begins so I paid extra to have them sent before.
    Using their tracking information the books have not even shipped yet.
    I sent emails and called today and was told to wait until the night of the 16th and if the books were not here they would then and only then send out another set.
    They also just today after my emails initiates an investigation with *** to locate the books.
    None of which is my concern. Nothing will be here when school starts Wednesday and if I follow their directions nothing will ever be here. This will cause me to have to find an alternative.
    I would also like my expedited money returned and would like my daughters books by tomorrow evening. On their payroll.
    I am also going to petition ********** country day to cancel their partnership as there are presumably many other violations. As a 9 year patron of the school I believe I can absolutely have them investigate and ultimately sever ties with this juvenile company.

    Business Response

    Date: 08/24/2022

    I have issued a refund for the original shipping costs in the amount of $28.98.  According to the tracking information, the customer received their package on August 17 at 6:12pm.  We apologize for not resolving the issue in a more timely manner.  

M B S Direct is NOT a BBB Accredited Business.

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