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:03/09/2023

  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.

  They agreed to buy 5 text books from me, totaling $97.82. I was to be paid by PayPal within 4 business days of them receiving the books. I shipped the books as agreed and the received them on 2/14 (per ******* As of 2/23, I had still not been paid and I emailed inquiring about the status. I received no response. On 2/27, I received an email saying one of the books may be counterfeit. I contacted them by phone on 2/28 and was told that the ****** would be resolved today or tomorrow at the latest. This is the last communication Ive had from them. At this point they have stolen 5 textbooks from me and will not respond to inquiries or pay as agreed.

  Business Response

  Date: 03/22/2023

  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 to be sold at  $97.82.

  Upon processing it appeared that the copies of items Making Sense of the Social World: Methods of Investigation (ISBN: *************) and Hazard Mitigation in ******************** (ISBN: *************) had their 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 books were suspected to be 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.
  Please see the *** document attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publishers (***************************************** and SAGE ****************** 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.
  The customer did indeed contact us via email on Feb 23, 2023 and via phone on  Feb 28, 2023, and the response was provided by our representative on Mar 14, *********************************** their inquiry and their order details. 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.  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on  Mar 14, 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 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:03/01/2023

  Type:Delivery 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.

  Booksrun offered to buy a textbook of mine, Fundamentals of Physics - extended edition for $32.79 on 1/18/2023. Booksrun sent an email with a shipment label and on 1/19/2023 I sent the book to them. The order numb er was *******. They received the book on 1/20/2023 and were to send payment within 5 business days. I sent 2 emails on 2/7/2023 and 2/15/23 asking where was my payment. On 2/23/2023 Booksrun processed the order and on 2/24/2023 they paid $0 and the order is complete. On 2/27/2023 I asked why the payment was $0 and how to get my book back. On 3/1/2023 I sent another email asking why I was not paid and how to get my book back. I have received no response from Booksrun.

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/24/2023

  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.

  On January 29, 2023, I purchased a book to rent from booksrun and paid $6.99 for expedited shipping. The book was supposed to arrive on 2/1/23, however, I did not receive the book and contacted booksrun on 2/5/23, stating that I had not received the book and would like to be refunded for the book rental fee and the cost of expedited shipping since I did not receive the book in a timely manner. I informed booksrun that I had to purchase the book somewhere since I did not receive the book in time. Booksrun informed me as a rule they do not provide refunds but would make an exception and refund me only refund me 70% of the rental purchase and would not be refunding me for the $6.99 expedited shipping cost. I received the book on 2/9/23 and was advised to return the book to be refunded, however, I have not been refunded. I would like to be refunded the full cost of the book in addition to my expedited shipping cost. Additionally, since I was requesting a refund booksruns informed me I was responsible for shipping the book back to them and I paid ***** to ship the book back.

  Business Response

  Date: 03/09/2023

  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 01/29/2023 for 35 days for the item
  Empowerment Series: Direct Social Work Practice: Theory and Skills - Standalone Book ISBN *************. The item was shipped on 01/30/2023 with the expedited method of shipping ****** 2day) upon the request, which is right within 24 business hours after the order placement. After the order is shipped from our side, and the tracking information is provided, the rest is up to the mail carrier since actual delivery time depends on various factors, such as proximity of the location to the ***** processing facility, the volume of shipments, weather, and more. The estimated delivery date was initially stated by ***** was 02/01/2023.  
  
  According to the ***** tracking number attributed to the order ************, the package was shipped on 01/30/2023, and delivered to the address stated inside the order details on 02/09/2023. It appears that current circumstances have influenced the work of mail carriers which sometimes may result in the carrier not scanning the packages at each location, providing updates and delivery with a delay, or delivering the package without any updates in the tracking system. We would also bring to your attention that ***** Two Day does not deliver on  weekends. 
  
  The customer indeed reached out to us via email requesting a full refund on 02/05/2023. One of our representatives replied to the inquiry on 02/07/2023 that the order was still in transit to the destination. Please be informed that a 70% refund of the shipping cost in the amount of $4.89 was also offered from our side, and, as a possible resolution to the situation caused by the delay on behalf of the mail carrier, we asked them to wait till 02/10/2023 for the delivery, and in case the book is not received by that date, a full refund would be initiated without any further delays. As a response, the customer stated that the book was no longer needed and requested a full refund of the rental price plus the shipping cost.
  
  Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and offered a 70% refund of the rental price itself once the book is received back at our facility, the return instructions were also provided. As a response to this offer we made on 02/09/2023 the customer stated that they insisted on a full refund.
  Our representative updated the customer with the tracking information that the package was delivered on 02/09/2023. However, we have not received a response to the last email sent to their contact email address. Upon analyzing order details, it appears that the book was shipped back by the customer, however, since no tracking number was provided directly to us upon the request, this return could not be identified and no refund was provided accordingly. The book was checked back into the system and a full refund (the rental price plus the shipping cost) was issued to the original payment method on 03/09/2023. The amount should appear at the account within the next 5 business days.
  We would be glad to assist in resolving this matter in case the tracking number had been provided by the customer in a timely manner. The tracking number was not provided by the customer, and this return was identified only 21 days after the actual delivery.
  
  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:02/23/2023

  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 sold a textbook (most recent edition, purchased new for +$250) to BooksRun - and was originally quoted $82.16 for "Used" condition. On 2/22/23, I received an adjustment email (attached) which claims that there was some damage updating my book condition to "poor condition." There were multiple attached photos showing the same spot on 1 page (about the size of a dime). Because of this, my quote was decreased by $50 (nearly 66%). There is no process to appeal the adjustment.

  Business Response

  Date: 03/07/2023

  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 1 item on our venue to be sold at $82.16: ************** and Gift Taxation (******** Casebook Series), ISBN: *************.
  
  Upon processing it appeared that the above-mentioned book had its quote adjusted automatically from $82.16 to $32.86 due to such a main reason: we received a textbook with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Unfortunately, the quote of the items that have water damage, liquid stains, wrinkled or torn pages and binding etc. may be adjusted or such items may not be eligible for buyback at all, as it is stated in our Terms & Conditions (bullet point #5.)
  
  The picture of the book received is attached to this message.
  
  Unfortunately, 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 liquid stains of unknown origin. As a rule, we do not purchase items that have any water stains, 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. In some cases, water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the books are used and not actually brand new (unopened items in their original packaging). For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. 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 quote was adjusted in the buyback order, it stayed on hold from  02/22/2023 till 02/24/2023, when the customer accepted the adjusted quote of $32.86 through the notification letter which was sent to the email address stated by the customer on 02/22/2023. 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 adjustments via email, and the opportunity to return the book that was not accepted was provided as well, thus, there was an option to return the book after the compensation of the shipping cost.
  
  Since the customer accepted the adjustments on 12/15/2021, therefore, the orders were reprocessed on 02/24/2023, 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 after the adjustment was accepted. All the letters regarding the orders have been sent to the customer's contact email address.    Therefore, the customer contacted us via email stated in the order details requesting the explanation on the quote adjustment on 02/22/2023, and a detailed response was provided by one of our representatives on 02/23/2023, which is exactly within our response rate.
  
  At this point check #****** in the adjusted amount of  $32.86 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address stated in the order details on 02/28/2023. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of your address to our location and the work of the mail carrier. The check should be delivered by 03/28/2023.
  
  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 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 
  
  

• Initial Complaint

  Date:02/23/2023

  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.

  I sent three textbooks order #*******. The check they went was $30.78 (supposed to be *****) and they claimed they did not receive one of the textbooks. The missing textbook was supposed to be $8.16. They send me zero compensation for this book. I would let it go since its not much money, but it seems to be a recurring problem with this company based on other reviews.

  Business Response

  Date: 03/07/2023

  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 3 items on our venue to be sold at $38.94:
  
  1) Graduate Research: A Guide for Students in the Sciences, ISBN: ************* for $7.70;
  2) At the Bench: A Laboratory Navigator, Updated Edition, ISBN: ************* for $7.88;
  3) Six Sigma: A Complete Step-by-*******************: A Complete Training & Reference Guide for ***** Belts, Yellow Belts, ***** Belts, and Black Belts, ISBN: ************* for $23.36.
  
  Upon processing it appeared that the book Six Sigma: A Complete Step-by-*******************: A Complete Training & Reference Guide for ***** Belts, Yellow Belts, ***** Belts, and Black Belts, ISBN: ************* had its quote adjusted automatically from $23.3 to $22.90 due to such main reason: we received a textbook with the signs of wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. Unfortunately, the condition was automatically changed to "Used - Very Good" due to minor signs of wear the book had, and its quote changed accordingly by the system.
  
  Additionally, the item Graduate Research: A Guide for Students in the Sciences, ISBN: ************* was missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the absence of the book influenced the total payout as well. The customer did not contact us via email about the missing book. However, we have contacted our processing department and had our processing manager look for the missing item at our facility, however, we were unable to find it anywhere. We have also checked our security cameras from our processing facility with the receipt of the book, and it was confirmed once again that item Graduate Research: A Guide for Students in the Sciences, ISBN: ************* was not included in the box with 2 other books. The screenshots are attached to this response. It is clear from the footage that 1 item quoted was missing, and this might have happened due to the insufficient packaging. 
  
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging.
  
  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 than $100 but no more than $300 that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment for the item not received. 
  Please note that due to the fact that in some cases users decide to ship the order partially, the rule to process and pay for the items that are received and actually present at the facility was imposed. Nevertheless, all the information regarding the received items is updated and is always available for our customers within order details.
  
  Therefore, check #****** in the adjusted amount of $30.78 due to the above-mentioned reasons for buyback order #******* was successfully sent to the customers address on 02/07/2023. According to our bank, the check for the order in question was successfully deposited by the customer on 02/21/2023.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates as  the company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or money laundering. 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: 03/30/2023

  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:

  The screenshots provided failed to show that the box the books came in was emptied out completely. The book missing was shipped with the rest. Shipping on my end is not the problem. This companys employees failed to empty out the entire box and threw the book away on their watch. Booksrun should be responsible for the lack of oversight on their end, as the book was sent and they were the ones who lost it.

   

   

   

   

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

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

  Business Response

  Date: 04/14/2023

  The book initially quoted Graduate Research: A Guide for Students in the Sciences ISBN: ************* was not received in the box. There was no prior communication from the customer regarding the issue in question. Please note that if any information was required by the customer and they were willing to cooperate with us and file a claim with the mail carrier, they should have got in contact with us shortly after the delivery while it was still possible to work with the mail carrier and find a resolution. Since we have not heard from the customer, it can be considered as a refusal to cooperate since no opposite intentions were expressed by the customer.  
  Due to the fact that the customer did not insure the package, their order is not subject to direct reimbursement. An option to insure the package was available within order details, as we do offer the insurance for buyback orders with value no more than $300. However, the insurance was not purchased by the customer.
  Please be kindly advised that the payments for the books that were not insured and not received cannot be issued since such actions could be viewed as fraud or money laundering. Therefore, the case is considered closed.
  
  Respectfully,
  *****
  BooksRun Team 

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 have two pending payments from this company totaling over $300. They state that payments are made within 2-4 business days after receiving the books that I sent them. They received my first shipment on Feb 9, 2023 and I have been waiting for a $212 payment from them since. I have tried calling their customer service line numerous times, too many to count, and they have never answered. Not once. I emailed them early last week and have still not received a response. I have yet to be paid for the books that I sent them.

  Business Response

  Date: 03/03/2023

  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 6 items on our venue to be sold at $212.77.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed on 02/20/2023. The payment for buyback order #******* in the amount of $212.77 was issued within 4 business days on 01/25/2021, which is right within our payment timeframe stated on our website, via PayPal 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 02/17/2023 stating that the payment had not been received. The response was provided by our customer support representative on 02/23/2023, 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 LiveChat, 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 PayPal account on 02/24/2023 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,
  *****
  BooksRun Team

• Initial Complaint

  Date:01/30/2023

  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 entered into an agreement for booksrun to buy my old textbooks from school. I carefully reviewed my books against their criteria for acceptable books and they most definitely fit the description. They were in perfect condition. They quoted me at a number I was ok with, and a buyback order was created in their system. Order number *******. I sent two books, one valued by their system at $42.55 and the other at $27.99. This is not the price they gave me. They ripped off a corner of one of the books and claimed that it was worth nothing. The other book they said was damaged by liquid and worth only $15. They sent me pictures of my books and the one they said was damaged by liquid could not even be identified as my book I sent in since the picture was focused on the pages only. It could have been any book. Since I knew my book to not be damaged i wanted them both back. They wanted to charge me to have them returned. This company is completely unethical and makes money off you no matter what. They will damage your books and but show you an arbitrary picture so you cannot even determine if the book pictured is yours. I believe my book was fine and they have made money off my book which was in perfect condition. That they refused to pay the price quoted for. When I wanted it back I had to pay and this is unacceptable. I will be speaking to all consumer groups about this deceptive and fraudulent business. I never even got my check for the 15 they promised to send. It has been over 3 weeks since they promised to mail. It says delivered in my account on their website. But it has never arrived. Shame on this awful deceptove business. I want the full price they quoted me for my books which were sent in totally fine. This comes to a total of $70.54 that they owe me. The stain on the book looks very fresh to me by the way. As if they spilled coffee on another book and then claimed it was my book. It couldnt have my book, since mine was way thicker than the one pictured!

  Business Response

  Date: 02/08/2023

  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 in Used - Very Good condition on our venue to be sold at $67.63. 
  
  Upon processing it appeared that the items The **************** Care Supervisor, ISBN: ************* and Human Diseases, ISBN: ************* had their quotes adjusted automatically from $26.97 to $0.00 and from $42.55 to $17.02 respectively because we received the books with signs of heavy wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. 
  
  Since the quotes were adjusted in the buyback order in question, the order stayed on hold from 01/18/2023 till 01/19/2023, and, during this period of time, it was possible to request the return of the items and have them sent back. However, the customer accepted the adjustment on 01/19/2023, therefore, the order was automatically reprocessed in 48 hours on 01/21/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items of the order are no longer eligible for a return under any circumstances, since they were processed and paid for. All the letters regarding the adjustments within the order were sent to the customers contact email address.
  
  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 books that were not accepted was provided. 
  
  Morever, the pictures of the damaged books were provided to the customer inside their order details, as well as the email notification sent to the customers contact email address. 
  
  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.
  
  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: 02/24/2023

  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]

   The books I sent in were NOT damaged as ****** with Booksrun has stated. They were damaged after arrival at their company. They cannot prove that they books I sent in were in fact damaged because they picture they provided me as proof was in fact not identifiable as the book I sent in. The picture did not include the title of the book or an image of the front to even indicate it was the title or exact book I sent in. All that was visible in the Photo they sent me was the edge of the pages of the book which could have been any book. In addtion, the damage to this book was very fresh, a still wet coffee stain.  Since the book i sent in was in very good used condition, I know the book in the photo was not mine. Therefore I do not accept their argument here nor their wordy response that only obscured the problem of the fraud they have perpetrated here. They dont want to pay the price they quoted for the books they received . They also cannot prove that the book I sent in was even damaged. Proof of this alleged damage was of a book that could not be identied as even being the one I sent in. I am very upset with this fraudulent company and would very much like for them to fulfill their quoted price. Ive read many other reviews and a million people cannot be wrong . their wordy and shifty response to my complaint does not even address the issue I raise regarding their book substitution which was unsatisfactory indeed of  company who is supposedly there to be a service to  students to help them maximize returns on their expensive textbooks.

   

   

   

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

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

  Business Response

  Date: 03/02/2023

  The customer sent ************************ 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 etc. The items were received with the torn binding and liquid stains, therefore could not be accepted and its quote was adjusted automatically leading to a dispute being opened. Moreover, on the pictures attached to the order one can see that those are the same books that were sent to us by the customer. The customer did have an opportunity to request a return of the items in question, however the customer accepted the adjustments on 01/19/2023, therefore, the order was reprocessed on 01/21/2023.
  
  Please be kindly informed that the company cannot compensate for the books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering.
  
  The check for the adjusted amount was sent to the customer's address and later successfully deposited, 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.

  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:01/30/2023

  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.

  They used a false photo of an instructor book to downgrade my quote. The photo on the right is not the book I shipped them. I shipped them a book that exactly matched the photo on the left. They are scammers.

  Business Response

  Date: 02/07/2023

  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 1 item Understanding Art (ISBN: *************) on our venue to be sold at $42.37.
  
  Upon processing it appears that the book Understanding Art (ISBN: *************) had its quote adjusted automatically from $42.37 to $8.56 because we received an instructors edition instead of the ** student edition initially quoted. The book had markings such as Instructor's edition and Not for sale. The screenshot from the video footage where the markings in question are visible on the back cover of the book that was received at our facility are attached to this complaint. We were able to purchase this particular item at the price provided inside the order ($8.56), as buyback prices for instructor's editions are automatically determined by the system and are often much lower than for regular student editions or are most likely not eligible for buyback at all. Our processing department carefully inspects all items received and acts within the framework of our policy to guarantee the rights and obligations of our valued customers.
  
  Therefore, by taking into account the quote adjustment, the order was placed "On Hold" for 7 days so that the customer could either accept the quote or decline it and have the item shipped back to their address. The notifications regarding the condition of the book received and the opened dispute were sent to the customers email address. 
  
  Please note that per existing policy, BooksRun will not provide free returns for books that had their quotes adjusted. Returns are made only after the reimbursement of the return fee by the user. However, as a one-time courtesy, in order to make up for any inconvenience caused and change the impression the customer might have about our company, we have initiated a free of charge return of the item that had its quote adjusted. Since the return of the item in question was initiated by us, the book was successfully shipped on 02/01/2023 with tracking number **********************. According to the **** tracking number in question, the package was successfully delivered to the customers address on 02/04/2023.
  
  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 book in question was successfully delivered to the customers address on 02/04/2023, according to the tracking number **********************. 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: 02/08/2023

  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]

   The returned a book to me that was not the book I shipped to them.  They have used a fraudulent photo to claim I sent an instructor edition which was not what was sent.  The returned the wrong book to me and stole my originally shipped book (which was the student edition)

   

   

   

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

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

  Business Response

  Date: 02/15/2023

  Once the customer placed the order with us, they agreed to cooperate within the BooksRun policy, which states that the price quotes may be adjusted if item **** is different from quoted. Therefore, as the item received by us within the customers buyback order did not correspond to the one initially quoted, it was handled in compliance with our policy. Our processing department carefully inspects each and every item, and we always calculate the price based on the **** and condition of the items received for all our buyback orders.
  
  As a one-time courtesy, a free of charge return was provided to the customer and the very same copy of the book that was initially received at our facility was returned to the customer. Moreover, you may find the video footage from our warehouse attached to the current response, clearly showing that the instructors edition was included in the package by the customer. 
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate once the order was placed, according to which price quotes may be adjusted if items **** is different from quoted. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities and the case is considered closed from our side.
  
  Respectfully,
  ******
  BooksRun Team 
  
  

• Initial Complaint

  Date:01/19/2023

  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 my unneeded and unwanted textbooks to books run in ***************, 3 and a half hours away from me. I got my books out for shipping the next day after I printed the shipping label. The books were delivered two days later. This company claims they sent out my check for selling them my books and that I have been paid. Its been 2 almost 3 weeks since they supposedly sent out my check. And I have screenshots to prove that I never received the check nor have I had the chance to cash one.

  Business Response

  Date: 01/20/2023

  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 to be sold at $142.45. 
  
  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 amount of $142.45 was successfully sent to the address the customer provided within the order details on 01/13/2023. 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 02/10/2023. According to our bank, the check in question was successfully deposited by the customer on 01/19/2023, which implies that the payment was received by the customer within the estimated time of arrival.
  
  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 check issued was successfully deposited by the customer on 01/19/2023. 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:01/13/2023

  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 can't wait until this company gets hit with a class action lawsuit. Completely fraudulent company. Sold 5 books in May 2022, they said they only received 3. I put them in one box. And of course, one of the missing books was the most expensive. I know I'll never get my money for the 2 books because this company is run by crooks but I want to warn others. I wish I looked at the BBB reviews before giving them my books. The reviews on bbb tell the entire story. This is a common problem. Also checks bouncing is another common problem. And "counterfeit books". I could go on but I'll stop there.

  Business Response

  Date: 01/16/2023

  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 to be sold at $66.76:
  
  1) Linux Essentials, ISBN: ************* for $1.84;
  2) Cyberethics: Morality and Law in Cyberspace: Morality and Law in Cyberspace, ISBN: ************* for $33.86;
  3) BUSN (New, Engaging Titles from 4LTR Press), ISBN: ************* for $9.06;
  4) AINS 22 ****************** 3rd Edition, ISBN: ************* for $8.45;
  5) Property and ******************* Principles, ISBN: ************* for $13.55.
  
  Upon processing it appears that the items Linux Essentials, ISBN: ************* and Cyberethics: Morality and Law in Cyberspace: Morality and Law in Cyberspace, ISBN: ************* were missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the absence of books influenced the total offer. Please be kindly informed that shipping labels for each buyback order are generated automatically by taking into account the total weight of the package. In the case with this order, the label was supposed to cover the weight of 9 lbs. However, we did not receive 2 books and the final weight of the package was only 6 lbs. Please note that due to the fact that in some cases users decide to ship the order partially, the rule to process and pay for the items that are received and actually present at the facility was imposed. Nevertheless, all the information regarding the received items is updated and is always available for our customers within order details.
  
  The customer did indeed contact us via email on 05/14/2022 when the order had already been processed. All the information regarding the missing items was provided to the customer by our customer support representative in the email sent on 05/16/2023. However, the customer refused to cooperate with us on the matter as we have not heard from them since. 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 than $100 but no more than $300 that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment. 
  
  Nevertheless, all the information regarding the received items is updated and is always available for our customers within order details.
  
  Therefore, the payment in the adjusted amount of $31.06 due to the above-mentioned reasons for buyback order #******* was successfully issued on 05/18/2022 via PayPal to the email stated by the customer in the order details.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates as  the company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or money laundering. 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 

  Customer Answer

  Date: 01/18/2023

  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]

   How dare you say I refused to cooperate with you. Here is the last email correspondence I received from you guys.

   

  "

  The items Linux Essentials (ISBN: *************) and Cyberethics: Morality and Law in Cyberspace: Morality and Law in Cyberspace (ISBN: *************) have not been delivered in the package with all other books, which can be also seen by checking the total weight of the package received being 6 lbs, whereas the label was provided for 9 lbs.

   

  Your buyback order #******* has been successfully processed, and the payment should be issued via PayPal within the next few business days. Once it is issued, a notification will be sent to your contact email.

   

  We apologize for the inconvenience caused and do hope for your understanding of the matter at hand."

   

  So tell me again HOW DID I REFUSE TO COOPERATE WITH YOU.

   

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

  
  
  

  Business Response

  Date: 02/02/2023

  All the information regarding the missing items was provided to the customer by our customer support representative in the email sent on 05/16/2022. Please note that if any further information was required by the customer and they were willing to cooperate with us and file a claim with the mail carrier, they should have got in contact with us shortly after the interaction via email took place while it was still possible to work with the mail carrier and find a resolution. Since we have not heard back from the customer, it can be considered as a refusal to cooperate since no opposite intentions were expressed by the customer.
    
  Due to the fact that the customer did not insure the package, their order is not subject to direct reimbursement. An option to insure the package was available within order details, as we do offer the insurance for buyback orders with value no more than $300. However, the insurance was not purchased by the customer.
  
  Please be kindly advised that the payments for the books that were not insured and not received cannot be issued since such actions could be viewed as fraud or money laundering. Therefore, the case is considered closed.
  
  Respectfully,
  ******
  BooksRun Team 
  

  Customer Answer

  Date: 03/01/2023

  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:

   

   Why would I file a claim with the post office when you guys got my package? That makes no sense.

  It was 1 box. All my books were in 1 box. The box arrived at your facility. If you guys are really trying to claim it's the post offices' fault why didn't you alert me that the box arrived damaged and possibly books came out of it prior to the box arriving at your facility? Because that is not the case. The box arrived fine and the books were inside and your company is fraudulent and stole my books.

  I already know this company is dishonest and won't pay me for my books that you received, just speading the message so hopefully others don't get screwed over like I did.

   

   

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

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