Complaints

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

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  Booksrun.com Inc.

  1662 Cropsey Avenue Apt 6C Brooklyn, NY 11214-5838

• 

  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:06/09/2023

  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.

  I was trying to selll some college books for my daughter. I found this app and took a photo of the isbn number. Booksrun quoted me a price and ai sent the 2 books out. I got a message from them saying they adjusted 1 book to $0 and that the other hook was a fraudulent copy! ***** were both purchased at the college bookstore. They wont send the fraudulent book back and the other book, they are chatging me over **** to get it back to me. This is an absolute scam! Im out 2 books and it will cost me to get one back. I still feel like they will sell them They quoted me ***** and now **** I want BOTH of those books back WITHOUT having to pay to get them back I tried to log back on to message them and it said user does not exist!

  Business Response

  Date: 06/19/2023

  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 items on our venue to be sold at $33.98.

  Upon processing it appeared that a copy of item Invitation to the Life Span (ISBN: *************) had its quote adjusted since their authenticity could not be verified.
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.)

  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full. 

  The customer was notified that the counterfeit copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher. 
  In this case, the book was considered to be a counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:
  
  Different color scheme of the cover;
  Different glue used on the binding;
  Poor page formatting in the inauthentic copy due to the defect binding;
  Poor quality of the print.
  
  However, just to be sure, the item has indeed been sent to the publishers (Worth Publishers) for official verification.
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of.
  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.
  
  The customer also sent item Anatomy and Physiology by OpenStax (Official Print Version, paperback, B&W) (ISBN-13: *************), the book had its quote adjusted automatically from $14.95 to $0.00 because the book received is a part of 2-Volume Set.
  According to our Terms & Conditions, partial sets or incomplete sets may have their quote adjusted or be not eligible for buyback at all.
  
  It appears that the quote was adjusted in your buyback order. Thus the order stayed on hold since 06/08/2023  till 06/13/2023, 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 you. However, since no decision was made, the adjustment was accepted automatically by our system and the order was processed on 06/15/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of your order is no longer eligible for a return under any circumstances. All the letters regarding your order have been sent to your contact email address with the instructions and clarification on the matter.
  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 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:06/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had previously rented a textbook through Booksrun (via Amazon) and returned it promptly as the professor said we didn't need the book for the class. I was charged, and then charged again through my bank account (debit) which I disputed with my bank, Navy Federal. After their investigation, it was determined that the charges were wrong and/or fraudulent and my money was credited back to my account with no further discussion. I continue to be harassed by booksrun via phone and email, multiple times a week, saying I owe them money that I do not owe.This company is a complete scam. Amazon is no longer offering book rentals from them they are such a scam. They really need to be investigated further by BBB and the harassment to me needs to stop. I'm a student trying to finish college and don't need or deserve this stress.This better not affect my credit in any way or else I'm going to *** the company for defamation

  Business Response

  Date: 06/15/2023

   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 08/22/2022 for 115 days for item Fundamentals of Financial Accounting (ISE ************** ACCOUNTING), ISBN ************* with the due date stated as 12/16/2022. Within 24 business hours, the item was shipped to the customer and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to the recipient address on August 26, 2022 (please see the archived tracking information here: *******************************************************************************).
  Since the deadline for the order in question was stated as 12/16/2022, 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. Furthermore, the customer never reached out to us requesting the return label for their order.   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
  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, 12/30/2022). 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.
  
  Please note that the buyer placed the order on our marketplace directly, not on Amazon, as we do not participate in Amazon rental program. 
  
  Due to the fact that by 12/30/2022 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($77.87) 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. 
  
  Despite that fact that we acted within the Terms & Condition the customer agreed to before the order was placed, they opened a dispute on the transactions despite the fact that our actions were legitimate, and the bank found the dispute resolution in the buyer's favor.  Disputes are decided by the customer's bank, according to the banks process, and cannot be reversed.
  In concordance with our Terms and Conditions, the customer agreed to cooperate within, once the order was placed, no charges related to rental orders are refunded, therefore, the item is not eligible for refund and the indebted amount is to be paid by the customer to the collector's agency currently working on the case. All the information regarding their order was provided to the customer as they received the notifications from us.
  Note that we do not provide callbacks, but we are available via email, LiveChat and phone in case our customers have any questions or concerns, they are always free to contact us from 8 am to 1 pm  EST, please note that these action cannot be seen as harassment.
  Resolution: We cannot satisfy the customer's offered resolution since the case has been transferred to the collectors' agency and the item has never been returned to us, 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 impose a charge 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 

• Initial Complaint

  Date:05/26/2023

  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.

  I sold a college book to booksrun.com. The book is in EXCELLENT condition. The book is worth $40-$70. They're offering me $1.16, or for ME to pay them to send it back to me - after I already paid $9 to ship it to them! I want them to give me FAIR MARKET VALUE for the book or for them to pay to send it back to me. The only photo they uploaded was a sticker on the backside of the hard-cover book I bought from the ************************ bookstore. THAT'S their claim that it's worth $1.16? No, it's in EXCELLENT Condition.

  Business Response

  Date: 06/18/2023

  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 one copy of Introduction to Linear Algebra (***************************) ISBN: *************  to be sold at $42.24.
  During processing, it appeared that the item quoted by the customer was not delivered and the package contained a completely different book.
  
  Once the customer reached out to us, a detailed explanation regarding what exactly was received was supplied for their consideration via email. Our processing department carefully inspects all items received and we have videos that prove that each order is processed carefully and correctly. According to our security cameras it was confirmed that item Introduction to Linear Algebra  ISBN: ************* was received at our facility with the tracking number attributed to the order in question instead of Introduction to Linear Algebra (***************************) ISBN: ************* that was quoted, note that we received a book with a different ISBN. You may also find the image of the book attached.
  According to our Terms & Conditions which all our clients agree to be bound by, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. 
  Since the book quoted by the customer was not received at our facility,  the initial quote for the order could not be guaranteed. The customer did indeed contact our Customer Support via email, stating that "the book was sent in the excellent condition", despite the fact that we informed them that a different book was received.
  As the quote was adjusted in the buyback order in question, the order stayed on hold since 05/22/2023 till 05/27/2023, 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.
  However, since no decision was made in the order details, the adjustment was accepted automatically by our system and the order was reprocessed on 05/29/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it has been processed and paid for. All the letters regarding the order were sent to the customer's contact email stated in the order details.
  No decision regarding the dispute was made in the order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustments. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustments made by the system.
  
  
  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 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

  Customer Answer

  Date: 06/20/2023

  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:

  It was NOT a completely different book it was *************************** Linear Algebra that I purchased from ************************ book store.

   

   

   

   

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

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

• Initial Complaint

  Date:05/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business sent me a rental textbook that had been used. They sent it to me with markings on almost every page but it is a rental textbook so that is to be expected. When I returned the textbook in the exact condition I received it in, they charged me over $100 because those markings are there. It is a complete scam.

  Business Response

  Date: 06/18/2023

  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 01/12/2023 for 133 days for the item Problems and Materials on the Sale and Lease of Goods [Connected eBook with ************* (Aspen Casebook) ISBN: ************* with the due date stated as 05/25/2023. The items were 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.

  
  Since the deadline for the order in question was stated as 05/25/2023, before or on this date the book was supposed to be shipped back to us.
  Please note that the item Problems and Materials on the Sale and Lease of Goods [Connected eBook with ************* (Aspen Casebook) ISBN: ************* was rented by the customer in Used - Good condition. However, on 05/25/2023, we received the book with signs of heavy wear (excessive markings, highlighting and water damage). Please see the photos 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.

  
  According to our Terms and Conditions, which all our customers agree to be bound by, when they 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 heavy wear automatically changes 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 back at our facility in "Used - Acceptable" condition with signs of heavy wear. Therefore, 60% of the purchase price was charged.
  

  The customer reached out to us via email only after the extra charge was applied to their account and did not provide any images indicating damage to the item once it was delivered to their address. However, we would be glad to assist in resolving this matter once the images of the item's condition at the moment of receiving are provided by the customer. No further proof of the damage being there upon receiving was provided by the customer so that we could have reviewed the case and assisted the customer accordingly. However, we have issued a refund of the extra charge in the amount of $100.1 despite the fact that the book was sent to us in a different condition.
  

  Resolution: We have satisfied  the customer's offered resolution as a full refund was issued despite the fact that we do not refund any charges related to rental orders according to the current policy all our customers agreed to be bound by, 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

• Initial Complaint

  Date:05/03/2023

  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 date of this transaction is April 18, 2023. Order number : ******* On April 18, 2023, I was charged $225.32 on the book, Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM. This was due to me failing to ship out the book within the days needed. After seeing this charge in my bank, I called the support number listed on their website and ****** from the support line said, "***************, thank you for contacting **. As a rule, we do not refund rentals, but in your case, we can make an exception. The reimbursement of the purchase price charge will be issued after the items are delivered to our warehouse in their initial condition. Refunds are usually processed within 5-8 business days after the items delivery date and the order status is changed to Returned.Simply send the items back by 04/22/2023. The shipping label is attached to this letter for your reference.Please send the items back in its initial condition to our address". After speaking to support, I rushed to the *** and sent the book over the exact same day. I even have proof of the exact day and time it was delivered back to the company address given. April 24, 2023 at 11:51 AM. I never received my refund. I have reached out to customer support multiple times through phone calls and emails and I haven't heard ANYTHING back. I have never seen such horrible customer service. I gave the book back and expect them to keep their end of the deal and refund me back the money they charged me.

  Business Response

  Date: 05/17/2023

  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 01/17/2023 for 2 items (Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* for 60 days and Diversity and Equity in the Classroom ISBN: ************* for 90 days) with the due date stated as 03/18/2023 and 04/17/2023 accordingly. The books were shipped to the customer on 01/18/2023 and according to the information provided by the mail carriers within tracking numbers ******************************; ************************** attributed to the order, the packages were delivered to recipient address on 01/24/2023 at 11:54 pm (***********************************************************************************************************************) and on 01/25/2023 at 11:13 am (************************************************************************************).
  
  Since the deadline for the order in question was stated as: 03/18/2023 for Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* and 04/17/2023 for Diversity and Equity in the Classroom ISBN: *************, before or on these dates the books were supposed to be returned to **. Our customers have an opportunity to extend their rental period directly in their order details ($15 for 15 days). Thus, the customer extended their rental period for item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* for additional 30 days by paying $15 on 03/13/2023 and on 03/29/2023, creating a new deadline of 04/17/2023. In case with item Diversity and Equity in the Classroom ISBN: *************, the rental period was extended by the customer on 04/18/2023, and on 05/01/2023.
  
  After the extensions have been made, the books should have been returned before the final deadlines stated in their order details as 04/18/2023 for Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* and as 05/01/2023 for Diversity and Equity in the Classroom ISBN: *************. Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. In case with item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: *************, the shipping label was not generated as was instructed in the notification letters sent to the customer's email address, thus, we did not receive any update regarding the return of the book.
  
  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 04/18/2023 since the customer did not generate the shipping label to return the book as was instructed in notification letters sent to the contact email address that was stated in their order details. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is not generated.
  
  The customer contacted us via phone on 04/18/2023 concerning about the charge that was applied to their account. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). They allowed the buyer to return the book in question with further compensation of the purchase price amount ($225.32), once the item is checked back at our facility.
  
  A prepaid shipping label with tracking number ********************** was also provided in a follow-up that was sent to the customer on 04/18/2023 in a follow-up.Once the package was finally received at our facility, it appeared that the book that was supposed to be returned with the label provided was not included in the box, instead, another rental book (Diversity and Equity in the Classroom ISBN: *************) was returned to ** and successfully checked back into the system. Since the customer made another extension of the rental period on 05/01/2023 for the book that was actually received on 04/24/2023, we have refunded this charge to the original payment method. The buyer contacted us via email that is stated in the order details on 05/11/2023 stating that the wrong book was sent to ** instead of the one that should have been sent for a reimbursement of the purchase price charge.
  
  Due to the above-mentioned circumstances, our representative offered a 90% refund of the purchase amount for item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* only after the book is delivered to us, the buyer should return the book with their own shipping label since it was the second time we made an exception for them. The customer was given a deadline of 05/15/2023 to ship the correct book back, but, as of now, no tracking information has been shared with **.
  
  We would be glad to assist in resolving this matter once the tracking number is provided by the customer if the package was shipped by their own before the deadline that was provided in the letter sent to their email on 05/12/2023. As was stated in the correspondence with the customer multiple times, a refund (90% of the purchase amount) will be issued once the book is received at our address.
  
  Resolution: We can satisfy the customer's offered resolution, once the tracking number of the shipping label used by them is provided and only after the actual delivery of the book to our facility, 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

• Initial Complaint

  Date:05/01/2023

  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 company agreed to purchase two of my books and sent me shipping labels to send them over. The books were lost and I received no compensation. Absolutely horrible service. Tried to get them to file a claim, or compensate me, and nothing.

  Business Response

  Date: 05/13/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback orders #******* and #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 2 items in two different orders on our venue to be sold for $22.11 and $61.22 accordingly.
  However, 2 books initially quoted in the orders were not received at our facility, which implies that the payment could not be issued from our side since we cannot purchase books that were not physically delivered and received at our facility according to the current policy.  According to the information provided by the mail carrier within tracking numbers ********************** & ********************** attributed to the orders, both packages were lost or delayed in transit since March 7, 2023 (******************************************************************************** and ********************************************************************************). The customer also submitted a missing mail search request for each shipment and obtained case numbers, reinforcing the fact that packages were indeed lost during transit due to a certain irresponsibility of the mail carrier.
  
  Though the shipping labels were provided from our side, the packages were shipped directly from the customer, we do not have any opportunity to check and know for sure what happened with the book in the process of shipping and how securely they packed the books. However, the guide on how to pack books to prevent losses and damage during shipment  is presented on our website (*************************************************************************).
  
  Please kindly be advised that the opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value higher no more than $300 that *** be purchased manually. However, the insurance was not purchased by the customer, which implies that their orders are not eligible for reimbursement. 
  
  Since the packages with the books were not received at our warehouse, the customer was instructed that the claim is to be filed with the **** so that the package could be found and retrieved from their side. Moreover, in order to rectify the matter, we have offered the customer to address the matter with the mail carrier on their behalf by submitting the service request even though in such situations, since we are not the shipper but merely a supplier of the label, we have no information regarding the size/type of the package used, its color, contents, actual weight, etc. which *** be crucial to the mail carrier and might significantly help in retrieving the package.
  
  
  Nevertheless, the issue in question was reported to the mail carrier and is currently under investigation. Once the updates are supplied, further actions to resolve this case will be taken as the resolution greatly depends on the results of the investigation carried out by the mail carrier.
  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 ** 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 **. 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 

  Customer Answer

  Date: 06/15/2023

  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:

  Booksrun.com not only did not resolve my issue, it also lied in its response to my complaint and said that they offered to resolve the issue with the shipping company.
  
   
  
  No such help was offered to me. When I made them aware of the issue, they cancelled my order and stopped responding. 
  
   
  
  See proof below:
  
  
  
   
  
  This site is a scam. Clearly, their other reviews make that obvious as well.
  
   
  
  Best regards,
  
  
  
  ********************* 

   

   

   

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

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

• Initial Complaint

  Date:04/17/2023

  Type:Order 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 books to Booksrun and received a check for $14.85. I deposited the check and it was bounced, the bank showed error message that the account was closed and I was also charged a $12 fee for it. I sent an inquiry to Booksrun about this issue and got a reply back from someone called ********, she told me Booksrun can send me money through paypal. When I wrote back to her and asked for $12 + $14.85, she never emailed me back. I emailed her again days later and still didn't get a reply. I sent Booksrun another inquiry over a week ago and I didn't hear back from anyone. Now this online book store feels like a scam to me, they don't reply my messages or solve any issues. Please send me my money either through a valid check or through paypal.

  Business Response

  Date: 04/29/2023

  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 within their buyback order: Introduction to Automata Theory, Languages, and Computation (ISBN: *************); The Art of Electronics Student Manual (ISBN: *************); Introduction to *************** and Insurance (ISBN: 9789332549487); Vibrations and Waves (****** Introductory Physics) (ISBN: *************); ********************* Theory & Practice (with ******* ONE - *************** Edition 1-Year Printed Access Card) (ISBN13: 9781111972202).
  
  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 $14.85 was successfully sent to the address the customer provided within the order details on 01/24/2023. 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. The check should have been delivered before or on 02/21/2023. Unfortunately, the **** is reported to have some delays in deliveries due to the significant increase in income mail of all kinds, thus the check could have arrived a few days later than expected.

  
  On 03/07/2023, the customer informed us via email that the check received bounced and could not be cashed out. It seems that an attempt to cash out a check #****** resulted in a charge by the bank. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed and the check was never scanned prior to that. Please note that such an issue may arise if the bank workers do not scan the check properly, thus it seems to them that there's no money in our account. However, we have consulted our ********************* on the issue multiple times and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering. 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, and for that reason, we are available via email, phone and LiveChat, however, due to a high season, some issues might have indeed occurred.
  

  In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal on 04/28/2023 to the email provided by them on 03/23/2023. The customer was also advised to contact their bank regarding the reimbursement of the charged fee. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  

  Resolution: We have satisfied the customer's offered resolution as the payment was reissued via paypal to the email address provided and the representative  contacted the customer via email with a confirmation,  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

• Initial Complaint

  Date:04/13/2023

  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.

  This company runs shady business practices. I see a pattern of their counterfeit claims, and lower than expected quote payouts. I sell books to about 5 different buyback sites. Sometimes I will have 2 copies of a book, and sell it to two different places. Nearly every order I have sent to Books Run, they have claimed was counterfeit. There were a few instances where a couple of books were paid, but always at a lower than expected quote, at least by half. They claim the books are counterfeit and they will send it to the publisher to verify, and if legit, they will pay me. I am sure they never send it, allow me to assume it was a fake copy, and then they resell it. Books *********** me $351 in books that the Scam Artists claim is counterfeit. I want proof that they have sent these to the publishers and I want proof as to what the publishers findings are. Books Run wont provide that. I am disappointed that I allowed myself to be scammed by them. I have found that they me "Offer" you more than other sellers, however you will almost always NOT get he full quoted price. Its a great opportunity for them. They should be investigated! DON'T DO BUSINESS WITH THEM!!

  Business Response

  Date: 04/26/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback orders #*******; #*******; #*******; #*******; #*******; #*******; #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted *********************** to be sold  at $377.56 in the orders mentioned above. Upon taking a closer look at the books, our processing department determined that multiple items, such as:  3 copies of Sheehys Manual of ************** (********, ******** Manual of **************) ISBN13: *************; The Psychiatric Interview ISBN: ISBN13: *************; 2018 *************************** *************************** Series) ISBN13: *************; ACSM's Guidelines for Exercise Testing and Prescription (***********************************) ISBN13: *************; Foundations for Teaching English Language Learners: Research, Theory, Policy, and Practice ISBN13: *************; 2 copies of Transformational Leadership in Nursing: From Expert Clinician to Influential Leader ISBN13: *************; Pocket Medicine: ********************************** Handbook of Internal Medicine ISBN13: *************; Code of Ethics for Nurses with Interpretive Statements  ISBN13: *************; Desk Reference to the Diagnostic Criteria ISBN13: *************; "They Say / I Say" ISBN13: *************; Diagnostic and Statistical Manual of Mental Disorders, Text Revision ISBN13: ************* had their quotes adjusted since their authenticity could not be verified. Thus, 14 books out of 21 initially quoted that were determined to be counterfeit copies. 
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. The customer was notified that the counterfeit copies were detected within buyback  #*******; #*******; #*******; #*******; #*******; #*******; #*******, the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.
  
  The payment for the remaining item was issued via paypal to the email address that was stated in the order details in a timely manner on  03/06/2023;  03/07/2023; 04/15/2023.
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer. Since the customer mentioned that the ******************** were purchased on Amazon, they were advised to contact Amazon directly regarding the compensation that could be issued accordingly.
  
  In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:
  
  1) Different cover coloring compared to the original;
  2) Different binding glue used;
  3) Poor printing;
  4) Poor quality of paper.
  5) Different thickness of pages. 
  
  Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publishers (Amer ******************** LWW; *****; ICC;  Springer ******************* Brookes Pub;  *********************** & Company) for official verification.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Thus, all copies which were deemed to be counterfeiting were sent for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us on 03/01/2023, and the response was provided by our representative on 03/02/2023 to the email address stated in their inquiry and their order details providing all the images confirming that the items in question are indeed counterfeit copies.
  
  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.

  Respectfully,
  *****
  BooksRun Team 

• Initial Complaint

  Date:04/11/2023

  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.

  They did it again to me! They told me that books in great condition were bad. Do that they take others books and picture them in the email so that they could take your book and give you less money than they quote you? Look below:Developing Multicultural Counseling Competence: A Systems Approach by **********************, **************************** $0.00 1 item Used - Acceptable Edition: U.S. , 3, 2017 Publisher: ******* Binding: Hardcover Theories of Development: Concepts and Applications: Concepts and Applications by ************************** $0.00 1 item Used - Acceptable Edition: U.S. , 6, 2010 *************************** Binding: Paperback An Introduction to Theories of Personality: 7th Edition by *************************$0.00 1 item Used - Acceptable Edition: U.S. , 7, 2009 *************************** Binding: Hardcover Here you can clearly see that the books I have submitted are acceptable and they will not pay me anything. They took the books, and will then sell them for a full profit at their own benefit. They took 8 books from me of which other book companies total a significant amount. They are only giving me *****! This is in part because the above books total nothing. I checked other sources and those 3 books alone total over *****. This is criminal and an unjust cruelty and abusive act on the behalf of BooksRun against the US school students studying to make a better life for themselves and their families. Too many people have been taken advantage of by this wicked company that promotes their selfish agenda. Many school students struggle to make ends meet and this BooksRun organization applies additional pressure on the struggling students by robbing them of their books and/or their rightful payment. US students are recovering from Covid family deaths, job loss and other issues. Students desperately need their books or agreed upon payments to complete their studies! Shame on this evil company. They got 1 thing right; BooksRun means they TAKE your money and BOOKS and RUN!

  Business Response

  Date: 04/21/2023

  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 8 items on our venue to be sold at $83.01.
  
  Upon processing it appears that 3 books (An Introduction to Theories of Personality: 7th Edition ISBN: *************; Theories of Development: Concepts and Applications: Concepts and Applications ISBN: *************; Developing Multicultural Counseling Competence: A Systems Approach ISBN: *************) had their quotes adjusted automatically (from $14.84  to $0.00; $24.5 to $0.00; $31.47 to $0.00) because we received books with signs of heavy wear that did not correspond to "Used-Like New" condition initially quoted by the customer. 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 water damage, detached pages and excessive markings and highlighting, etc., as it is stated in our Terms & Conditions. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
  
  Since the quotes were adjusted for the above-mentioned items, the order was put "on hold" on 04/06/2023. 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 adjustment via email and the opportunity to return the book that is 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 and lose 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. 
  
  Since the customer requested the return of all the ********************  with the adjusted quote, all three books were shipped back on  04/11/2023 , which is within 24 business hours after the return was initiated by the customer and the shipping fee covered. According to the information provided by the mail carrier, the package with the books was delivered to the customers address "In/At Mailbox at 8:38 am" April 13, 2023 (********************************************************************************).
  
  Payment via PayPal in the adjusted amounts of $12.03 for buyback order #******* due to the above-mentioned reasons was successfully issued to the email provided by the customer on 04/12/2023. 
  
  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 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

  Customer Answer

  Date: 05/05/2023

  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:

  [Your Answer Here] 

  I am writing to let you know that Books Run did not solve my problem. They took 3 books from me of which they admitted were in good and acceptable condition and paid me 0.00 for both of them. They did not return my books free or give me what they originally told me they would give. Therefore, this issue is not resolved. 

   

   

   

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

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

  Business Response

  Date: 05/13/2023

  
  The customer sent textbooks with the signs of heavy wear, which according to our policy cannot be accepted for our buyback program. For the purposes of acceptance heavy wear includes liquid stains, wrinkled or torn pages and binding, markings and highlighting, etc. Three items were received with the torn and detached pages and excessive highlighting, therefore could not be accepted and their quotes were adjusted automatically leading to a dispute being opened. The customer did have an opportunity to request a return of the items in question and after the shipping costs were compensated from their side, books were shipped back on  April 11, 2023.
  Please be kindly informed that the company cannot compensate for the books that are not eligible for the buyback program and which have already been returned back to the customer under tracking number ********************** since such actions could be viewed as fraud or money laundering. 
  The package with the books was delivered to the customer’s address "In/At Mailbox at 8:38 am" April 13, 2023 (********************************************************************************).
  The payment for the adjusted amount was issued via PayPal to the account stated by the  customer, which implies that the payment was received by the customer and the case was closed from our side. 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. Therefore, the case is considered closed.
  Respectfully,
  *****
  BooksRun Team
  
  

• Initial Complaint

  Date:03/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold my books to Booksrun (order #*******). Received check for a lesser amount than quoted. Check was returned by the bank. Return reason: unable to locate Acct. Please issue a valid check.

  Business Response

  Date: 03/27/2023

  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 4 items on our venue to be sold at $23.84.
  
  Upon processing it appeared that 3 books: Introduction to Diagnostic Microbiology for the Laboratory Sciences, ISBN: *************; Hematology in Practice ISBN: ************* and ******************* Blood Banking and Transfusion Medicine Practices (******* ******************* Science) ISBN: ************* had their quotes adjusted automatically from $0.59, $0.30, $21.84 to $0.47, $0.24, $10.92 due to such main reason: we received textbooks with the signs of wear that did not correspond to the condition initially quoted by the customer. Item Transfusion Medicine Practices (******* ******************* Science) ISBN: ************* was received with signs of water damage (water stains, wavy pages.) Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
  
  Check #****** in the adjusted amount of $12.74 due to the above-mentioned reason was successfully sent  on 01/31/2023 to the address the customer has provided. On 03/14/2023, which is over a month after the payment was sent, the customer informed us via email that the check received bounced and could not be cashed out. Our representative responded to the initial inquiry submitted by the customer on 03/15/2023, which was within 1 day after the email from the client was received. The representative explained the situation and offered to make a payment reissue after the confirmation is provided in response. To proceed with payment reissue, a confirmation of personal information is required, however, there has been no response provided by the customer since 03/15/2023. It seems that an attempt to cash out a check #****** resulted in a charge by the bank. Please be advised that all the basic information required by the bank is contained in the numbers located at the bottom of the check, which include Routing Number, Account Number and Check Number. If some information is lost during the scan, the checks cannot be cashed out for one reason or another, in this case due to the account being closed. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed and the check was never scanned prior to that. Please also note that such an issue may arise if the bank workers do not scan the check properly, if parts of routing or account numbers get lost during scanning, thus it seems to the system that there's no money in our account. 
  
  However, we have consulted our ********************* on the issue multiple times and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering.
  
  In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue can be promptly initiated as soon as we hear back from the customer with the confirmation of their personal information to proceed with the payment reissue. The customer was also advised to contact their bank regarding the reimbursement of the charged fee.
  
  Resolution: We can indeed satisfy the customers resolutions just to make up for the situation, once a response is provided by the customer to our email sent on 03/15/2023. The payment can be reissued to the customer's PayPal 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 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. We hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  *****
  BooksRun Team