Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

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:07/02/2025

  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 sold a textbook to BooksRun and once they received it they adjusted my quote to $0.00. They said the book was damaged and missing the cover. They provided blurry pictures as evidence. The pictures show no damage. I also have a picture I took of the book right before I sent it that shows it has the cover.

  Business Response

  Date: 07/15/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 1 item in Used Very Good condition on our venue to be sold at $19.27. 
  
  Upon processing it appears that the item Loose-leaf Version for Macroeconomics (ISBN: *************) had its quote adjusted automatically from $19.27 to $0.00 because we received the book with the signs of heavy wear that did not correspond to Used Very Good condition initially quoted and turned the book into unusable. 
  
  Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of heavy wear or water damage, as it is stated in our BooksRun policy that the customer agreed to cooperate within. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered with the damage stated. As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for the buyback program as the price applicable for them is too low and they are not desirable by wholesalers and individual buyers. Please see the images of the book received attached to this message.
  
  Please be kindly advised that our system allows stating only the following conditions of the books: "Used - Like New", "Used - Very Good" and "Used - Acceptable". In case the item received exhibits significant damage, it is indicated by opening the dispute and adjusting the quote taking into account the severity of the damage. Since the customers item was received damaged to the point of being unusable, the quote was adjusted to $0.00.
  
  Please note that the "Used - Acceptable" condition is the lowest condition, which is used for items with signs of cover or page damage, 'dog ears', odor, slight writing, highlighting, and other markings. All pages must be included and attached to the binding, and all text must be legible. Supplementary materials must be included. Books must not have any water damage; otherwise, the quote may be adjusted or books not accepted. Any water damage includes wrinkled and curled pages, stains, yellowing, mold, color change. Therefore, since the book in question possessed the signs of heavy wear and water damage (curled pages and mold), it could not be accepted for our buyback program. It was processed as "Used - Acceptable" with the note "Heavy wear" indicating that the book is heavily worn out due to significant water damage.
  
  Resolution: We can indeed satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence. 
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  ******** ****
  
  

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution in terms of payment is satisfactory to me.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/29/2025

  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.

  I sold back a bunch of textbooks that were in great condition and my account says that they are on hold. I tried reaching out to customer service, only to be left with no response. Upon further investigation I now see that this account is known as a scam account. I am a full time working college student and I really need the money from these books to help with bills.

  Business Response

  Date: 07/11/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 14  items on our venue within their buyback order to be sold at  $282.19.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $282.19 was successfully sent to the address the customer provided within the order details on 07/08/2025. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. 
  
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred.
  
  Resolution:  We can indeed satisfy the customers resolutions just to make up for the situation. The payment can be reissued to the customer's ****** account or a new check can be sent upon the customer's request once we receive a confirmation from the email address or the phone number stated in their order details due to security reasons.   All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  Textbook was purchased 4/23/25. A label was created on 4/24/25. The book was shipped on 4/26/25. The online bookstore I ordered from has this policy:"Purchased and rented items are eligible to be returned for any reason within 30 days after start of term."The term began on 5/12/25 I sent the seller (BooksRun) multiple messages that went unanswered until I finally tracked down their website about returning the textbook. They are refusing to accept the return stating ******* has a policy of 25 days after shipment. I did not order from the eCampus website.BooksRun is in violation of the policies of the online bookstore with an extensive history of complaints against them online. I need to return the textbook, in the same condition it was received, for a full refund as per the policies of the website it was purchased through.The BooksRun representative has told me via email that if I return the textbook they will not refund me.

  Business Response

  Date: 06/18/2025

  Greetings,
  
  Please let us explain the occurred situation with order #********  to proceed further with the required resolution appropriate for all parties engaged:  
  

  It appears that the customer placed a purchase order on 04/23/2025 on eCampus marketplace for the item ********************* with HTML 5 & CSS (MindTap Course List), ISBN *************, which successfully went through.
  

  The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 04/29/2025 (*********************************************************************************)
  
  According to the return policy set by *******, the marketplace through which this order was placed, customers may request a return within 25 days from the original shipping date. As a third-party seller operating on eCampus, we are required to follow the policies and return timeframes set by the platform. In this case, the return eligibility for this order expired on 05/19/2025.
  

  We understand that the customer mentioned sending inquiries before this date. However, based on our system records, we did not receive any messages during that time directly via our emails. Communication submitted through the eCampus platform or affiliated bookstores may not always be relayed to our system in real time, depending on how the inquiry is routed. We sincerely regret if this caused any delay or confusion, and we truly appreciate your patience throughout this process.
  
  Resolution: While we are unable to override eCampuss return policy and authorize a refund beyond the designated timeframe, we would like to offer an alternative. The customer is welcome to submit the book through our buyback program on the BooksRun website, where the current market value for the item can be retrieved and accepted for resale.
  
  All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  

  Respectfully,
  

  ****

  BooksRun Team

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not place an order through eCampus. I placed an order through my schools bookstore which has a separate and different return policy.
  Why would I trust a company that has worked so hard to scam me out of being able to return a textbook by ignoring messages, lying in their emails to me both about shipping dates and being able to process a refund, and waiting to respond until after return deadlines have passed by not checking their emails so they could refuse a return? 
  I'm supposed to then trust this company buy the book back from me for far less than what I paid so they can then make additional money reselling it instead of them abiding by the terms of the site it was sold on? No.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 07/02/2025

  Greetings,
  
  Please allow us to clarify the situation concerning order #********, in order to move forward with a resolution that is transparent and fair to all parties involved.
  
  According to our records, the customer placed an order on April 23, 2025, via the eCampus marketplace for the textbook ********************* with HTML5 & CSS (MindTap Course List), ISBN *************. The order was processed and shipped the following day, April 24, 2025, via **** with tracking number **********************, and was successfully delivered on April 29, 2025.
  (**** tracking: *********************************************************************************)
  
  As a third-party seller operating on the eCampus platform, we are required to follow the policies established by the marketplace, including the return policy. According to this policy, returns are eligible within 25 days from the original shipping date. For this particular order, the return period ended on May 19, 2025.
  
  We understand that the customer mentioned attempting to make contact before the return deadline. However, based on our internal system records, we did not receive any direct messages or emails during that timeframe. Please note that messages submitted through affiliated bookstores or via eCampus support may not always reach individual third-party sellers in real time, depending on how inquiries are routed through the platform. We sincerely regret any confusion or delay this may have caused.
  
  While we are unable to bypass the return deadline established by *******, we would still like to offer an alternative option. The customer is welcome to take advantage of our buyback program available at the BooksRun website, where the current market value of the textbook can be retrieved and the item submitted for resale.
  
  All details above are presented for your fair and objective review of the case. We hope this information helps bring more clarity to the situation, and we remain available should you require any further clarification.
  
  Respectfully,
  ****
  ******** ****

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  According to BooksRun "we are required to follow the policies established by the marketplace, including the return policy." The marketplace that this textbook was sold through (where I made my purchase) allows for returns for 30 days after the semester begins, well within the actual response date of the company. I have proven this to BooksRun several times and they have chosen to ignore it with one employee even telling me they don't sell on any site except eCampus, yet I've found selling accounts for their company on several other sites including eBay.
  BooksRun has lied to me in several messages about their ability to refund this textbook, they say they cannot process a refund with return and yet can happily accept a buy back and cut me a check at a lower price than what I paid?
  
  The company failed to check their messages in an adequate amount of time citing that as a reason to deny my return (even their last reply here took three weeks - with my last response sent on 6/18/25 until they finally responded on 7/8/25). It should not be up to the customer to have to track down a company online in order to get a response, particularly when the company posts on their selling materials specifically to not contact them multiple times for the same issue as it will "slow down" their process. I contacted them through the site I made my purchase from, they never checked their messages, I had to **** them down on their website and break their own rules to get ANY response and then was met with lies instead of just fixing the issue.
  
  Even the tracking details they have posted in their latest message are not transparent, while the shipping label was created on April 24th, the package did not leave their facility until April 26th (had I actually purchased the book through eCampus this would be a violation of the seller agreement with the eCampus website):
  
  ******** ******** *** *********
  ******** ***** ******** **** ******** ****
  ******* ** ***** 
  ***** *** ***** **** **
   
  ******** ******** ******* ********* **** ******** ****
  ******* ** ***** 
  ***** *** ***** ***** **

  
  Sincerely,
  
  ***** *******

  
  
  
  
  
   
  

• Initial Complaint

  Date:05/22/2025

  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.

  I sold approximately 20 books to BooksRun (booksrun.com), a book buyback service. After receiving the books, they sent me emails saying some of the books were not in as good condition as expected. I agreed and took the reduced payment. I shouod have been payed within 3 days of accepting. Then over a week later i get emails stating that 3 of them were counterfeit, and immediately permanently disabled my account. They also stated they would not pay me for any of the bookseven the ones not flagged. They also will not return the books to me. These are my property that they are stealing. As of today, I have not been paid for any of the books I sent.I do not believe this is a fair or honest business practice. The vast majority of the books were purchased new or secondhand through reputable sellers. I've since discovered numerous online complaints from others who had identical experiencessending in books only to have the company claim some were counterfeit, disable the account, and withhold all payments. This is theft. I believe the company is still selling the books they claim are counterfiet. They also kept all of my other books without payment. I would like payed all 320 for my books as agreed upon.I want BooksRun to either return the books they refused to pay for or compensate me fairly for them. More importantly, Im submitting this complaint so that others will be aware of these potentially deceptive practices.

  Business Response

  Date: 06/05/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted the items to be sold at $320.25. Upon taking a closer look at the books, our processing department determined that the items such as:
  1.Burns' ********************** ISBN: 9780323581967
  ******* to Clinical Documentation ISBN:9780803666627
  3.The ******* Guide to Antimicrobial Therapy 2021 ISBN: 9781944272173
   had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  ************
  ****
  BooksRun Team
  
  

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My books were not counterfiet. They stole my books and did not pay me for any of them. They have had multiple other complaints regarding this same issue. I at least want my books back. Those books are my property. They agreed to pay me for them but instead stole them. 

  This has happened to multiple other people. I will not stop until I know no other person will be ripped off. I want proof that my books were counterfeit because they came from a campus bookstore. But my bet is They cannot prove they are counterfeit. I either want paid or want my books shipped back to me. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** **********
  
  
  
  
   
  

• Initial Complaint

  Date:05/19/2025

  Type:Product 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 attempted to sell a textbook to this site. Sent it in. They now have it in their possession and are saying it is "counterfeit" even though it was unused and unsealed book. The pictures they posted saying it was counterfeit showed NO difference between the "original" they had. Now they refused to pay me for it and will not return the book to me. These people are scammers. When I talk to support they are no help and divert my direct questions asking for proof. What they are doing is unlawful.

  Business Response

  Date: 05/29/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted 2 ******************** to be sold at $55.29 (Initial offer: $74.56).Upon taking a closer look at the books, our processing department determined that 1 item, such as:  Guide to Clinical Documentation ISBN13:9780803666627 had it quote adjusted since its authenticity could not be verified. 
  
  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  All the information that can be freely shared by us was supplied to the customer, and we hoped for their cooperation regarding this matter.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.
  
  Respectfully
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:05/16/2025

  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.

  I used a buyback textbook service in March 2025 (Books Run). I mailed 3 books via ****. I was updated that they were received. I was provided a receipt as of May 9th that I was paid into ****** May 9th. ( Order #*******). There were no funds deposited. I have reached out to company the only way you can via email almost daily since this date. No response.

  Business Response

  Date: 05/29/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged: 
  
  It appears that the customer quoted 5 items on our venue to be sold at $168.86.
  After the package of the order was delivered to our facility and the books were examined, the order was processed on 05/02/2025. The payment for buyback order #*******  in the amount of $168.86 was issued within 4 business days on 05/09/2025, which is right within our payment timeframe stated on our website, via ****** to the email address provided by the customer within order details. The transaction was successfully completed, which implies that the payment was received by the customer. We do understand the concerns regarding possible delays. We are working hard to process all the incoming buyback orders during high seasons, however, the payment was issued in a timely manner from our side.
  
  The customer reached out to us via email on 05/09/2025 stating that the payment had not been received. The response was provided by our customer support representative on 05/18/2025, which is right within the response rate stated on our website. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and ********, however, due to a high season, some issues might have indeed occurred.
  
  Resolution: We have indeed satisfied the customer's offered resolution, since the payment was successfully issued to the customers ****** account on 05/09/2025 within the given timeline. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  ******** ****
  
  

• Initial Complaint

  Date:05/07/2025

  Type:Product 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.

  The book was in perfect condition upon returning the book, book was never even used but I have a picture sent to me afterward of a torn seam. This company is a scam DO NOT USE them. They charged my card ***** for a book that wasnt even worth *****, When I called customer service the agent was so nervous because she was lying blaming it on the mail carrier.

  Business Response

  Date: 05/19/2025

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer placed a rental order on 03/02/2025 for 60 days for the item Nursing Health Assessment: A Clinical Judgment Approach, ISBN: ************* with the due date stated as 05/01/2025. The item was shipped to the customer on the next day with tracking number **********************. During the whole rental period, the customer never contacted our support team.
  

  Please note that the item was rented by the customer in Used - Very Good condition. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present.
  

  However, on 05/06/2025, we received the book detached spine. Please see the photo of the book received. Our processing department carefully inspects each and every book before they are sent to our customers, and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features.
  

  As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred.
  

  If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since detached spine automatically change the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.
  

  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Very Good" condition and received it back at our facility in "Used - Acceptable" condition with detached spine. Therefore, the purchase price was charged.Since the item was returned to us in a condition that differs significantly from the initially rented condition, as per our Terms & Conditions, which the customer agreed to be bound by, the extra charge was applied.The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.
  

  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates, since further resolution can be provided by the bank only. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  ******** ****
  

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  Company claims the textbook I sold them was a counterfeit. The textbook was purchased from a state university library. It seems the company has a well documented history of making false claims that books are forgeries and refusing payment to students who send them in. They also claim they wont send said textbooks back either, only that they could dispose of them. I believe there is a high likelihood this company is reselling these books for profit and never paying the sending customer and are getting away with it under the guise that they are Counterfiet. I find it extremely unlikely that I bought a counterfeit book brand new from the ******************************.

  Business Response

  Date: 04/22/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted the item Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice to be sold at $48.41. Upon taking a closer look at the books, our processing department determined that the item had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  All the information that can be freely shared by us was supplied to the customer, and we hoped for their cooperation regarding this matter.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities.
  
  Respectfully
  ****
  BooksRun Team

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The companies response is generic enough that I can assume its been used before. This is not the first time a complaint of this nature has been filed, my hope is that documenting the event will provide stronger evidence to urge further investigation by the BBB. I was presented with no evidence from the business that the textbook was a counterfeit. At this point the business is holding my merchandise without an agreed upon payment, citing that the college textbook is counterfeit without providing evidence. I dont believe the publisher was ever contacted, because if they had it would be extremely easy for the business to forward correspondence to the other party. This could easily be theft, as the business can make any claim they want without any evidence to provide justification for their actions.

  They seem to be able to make any claim they want and state that they dont have to provide evidence because of some confidential relationship with the author.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *********
  
  
  
  
   
  

  Business Response

  Date: 06/06/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  The customer initially submitted the book Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice for buyback at the quoted price of $48.41. However, after careful inspection by our processing department, the quote was revised due to concerns regarding the authenticity of the item.
  
  According to the BooksRun buyback policy, which all users agree to upon submitting their order, customers warrant that all items sent are original and legitimate copies. Unfortunately, the book received showed indicators of being a counterfeit.
  
  Per our policy and in compliance with U.S. law (TITLE 18. PART I. CHAPTER 113. 2320), counterfeit materials cannot be accepted, returned, or paid for. Such items are subject to immediate disposal in accordance with publisher instructions and are not stored at our facility.
  
  Please be kindly advised that we are not able to process payments for counterfeit books, as this would constitute a breach of law and could be interpreted as fraudulent activity. Our company adheres strictly to legal and ethical standards and cannot participate in the distribution or reimbursement of inauthentic items.
  
  In this case, we worked with the publisher, who confirmed the items counterfeit status via email. Please note that communication with publishers is confidential, and if they choose not to contact the customer directly, it is beyond our control.
  
  Resolution:
  We are unable to accept the customers proposed resolution, as it conflicts with our policies and the legal framework we operate within. All customers accept these terms when placing an order. Our evaluation and pricing decisions are always based on clear, documented reasons in full accordance with our policy.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  ******** ****
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  I sold nursing school books to Books Run in February. On March 11, ************************************************* my check for $165.21 I never received the check when I called customer service they stated the check had been validated by the bank which they said it meant it was cashed. I requested to speak to somebody who could help or an account it and they refused. Ive submitted serval tickets regarding the issue and never heard back

  Business Response

  Date: 04/21/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #*******  to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted the items to be sold at $186.98:
  1.******** Comprehensive Review for the NCLEX-RN Examination (******** Comprehensive Review For NCLEX-RN) ( ISBN:  9780323795302) for $18.80.
  2.Nutritional Foundations and Clinical Applications: A Nursing Approach (ISBN:*************) for $19.18.
  3.*****' Guide To Physical Examination and History Taking (Lippincott Connect) (ISBN:9781975210533) for  $58.33.
  4.LPN to RN Transitions: Achieving Success in your New Role (ISBN: *************) for $7.30.
  5.*****' Pocket Guide to Physical Examination and History Taking (Lippincott Connect) (ISBN: *************) for $26.93.
  6.Dimensional Analysis: Calculating Dosages Safely (ISBN:9781719646284) for $39.58.
  7.****** and Ladwigs Nursing Diagnosis Handbook ( ISBN:9780323776837) for  $16.86.
  
  Upon processing it appeared that the item ******** Comprehensive Review for the NCLEX-RN Examination (******** Comprehensive Review For NCLEX-RN) ISBN: ************* had its quote adjusted automatically from $18.80 to $0.00 since it turned out to be a rebound item in Used - Acceptable condition. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers.
  
  The images indicating that the item is rebound and its condition were provided to the customer for their consideration. Please see the photos attached to our message.
  
  According to our Terms & Conditions, that the customer agreed to cooperate within, once the order was placed we cannot accept books that have been rebound. The information regarding this matter was provided to the customer during order placement before the checkout in the section Books we do not accept and also within our Terms and Conditions that were acknowledged by the customer. Please see the images confirming the information provided attached.
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold since 03/04/2025  till 03/07/2025 , plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the book that was not accepted was provided.
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  However, the customer accepted the adjustments on 03/07/2025, therefore, the order was reprocessed on 03/09/2025. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the orders in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the orders have been sent to the customer's contact email address.
  
  Thus, the check with the payment for the adjusted amount due to above specified reasons was successfully sent to the customer's shipping address on 03/11/2025 and is currently marked as validated by the bank on 03/17/2025 . Kindly see the scan of the payment provided by our bank attached.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the response was provided by one of our representatives. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  BooksRun Team

• Initial Complaint

  Date:03/17/2025

  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.

  I rented two used books from this company on 12/30/24 for one semester. I returned both books together in one box on 3/1/25 at the end of my course. I received an email that they charged my card ****** for one book not returned and ***** for the other book that they said was returned with "heavy damage" which is untrue. I barely needed to use the book.

  Business Response

  Date: 03/31/2025

  Greetings,
  Please let us explain the occurred situation with rental orders #******* and #******* to proceed further with the required resolution appropriate for all parties engaged:    
  It appears that the customer placed rental order #******* on **/30/2024 for the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) (ISBN: *************) for 60 days, with the due date stated as 02/28/2025.
  The book was shipped to the customer on 12/30/2024 and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 01/04/2025 at 10:22 am (******************************************************************************* ).
  Since the deadline for the order in question was stated as:02/28/2025, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order. 
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 03/15/2025). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  Due to the fact that by 03/15/2025 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item ($115.67) was charged.  The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. According to our Terms & Conditions and also the information presented in the letters that were sent to the customer, in case the rental is not postmarked before the final deadline, the purchase price fee is charged automatically. In case with the book in question, the purchase price was charged on 03/16/2025 since there were no updates in the tracking information. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is generated but not used.
  However, we have contacted our processing team, and they were able to locate the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) (ISBN-13: *************) from order #******* returned together with rental order #******* on 03/11/2025. Since the book was indeed returned to our facility before the final return deadline, as a courtesy, the purchase price charge was refunded to the customer's original payment method on 03/31/2025.
  Additionally, it appears that the customer placed rental order #******* on **/30/2024 for 90 days for the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) ISBN: ************* with the due date stated as 03/30/2025. The item was shipped to the customer on the next day with tracking number ********************** (*******************************************************************************). During the whole rental period, our support team was never contacted by the customer. 
  Please note that the item  was rented by the customer in Used - Very Good condition. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present.
   However, on 03/11/2025, we received the book with detached binding. Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features. 
  As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred. 
  If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since detached binding automatically change the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.
  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Good" condition and received it back at our facility in "Used - Acceptable" condition with many markings and  underlining. Therefore, 60% of the purchase price was charged.
  Please note that we are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. However, the customer never contacted us directly.
  Resolution: We have partially satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  Respectfully,
  ****
  BooksRun Team