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:01/11/2023

  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.

  This claim deals with order numbers ******* (GO! **************** *** **** **** ******* (Practical Argument, Physical Best), and ******* (Nutrition and You).I sent all 3 books in one box on 1/5/2023. #******* says delivered. I have not received the payment for this yet.Orders #******* and #******* say not found. #******* should not include the Physical Best book. I removed it. No idea why it is still there.In summary, ***************** is marked delivered and I have not been paid. "Practical Argument" and "GO! with **************** 365, 2019 Edition Introductory" were sent in the same package but are marked as not found.

  Business Response

  Date: 01/23/2023

  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 4 items on our venue within buyback orders #*******, #******* and #******* to be sold at $57.59 (#*******), $42.55 (#*******) and $30.31 (#*******) respectively.
  
  Upon processing it appeared that the books GO! with **************** **** **** Edition Introductory (ISBN: *************) and Nutrition & You (ISBN: *************) had their quotes adjusted automatically from $57.59 to $56.46 and from $30.31 to $29.72 respectively due to such main reason: we received textbooks with the signs of wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. Moreover, the book Physical ************************ for Lifelong Fitness and Health (SHAPE America set the Standard) (ISBN: *************) quoted in order #******* was not included in the package with the rest of the books.
  
  In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the books in question was automatically changed from Used - Like New initially quoted to Used - Very Good, and their quotes changed accordingly.
  
  On 01/05/2023 the customer reached out to us informing us that all three orders in question were sent in one box. Please be kindly advised that for each buyback order our system provides separate prepaid shipping labels and thus, each order should be shipped with the label provided specifically for it. Shipping several orders in one box is not allowed. Our processing team is working hard to process all orders speedily though carefully and when receiving mixed orders it may cause delays in processing. Also, as per existing policy, if the items received do not comply with the order and tracking number, quote adjustment may apply. Therefore, the tracking information was only available for one order #*******, of which the shipping label was used by the customer. Since the shipping labels for orders #******* and #******* were not used by the customer, the status Not found was provided by our system in regards to the tracking information accordingly. Our customer support representative explained the violation of our policy to the customer in an email sent on 01/13/2023 and also informed the customer that our warehouse team had been notified by this mistake in order to minimize possible issues with the orders processing. 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. 
  
  Payment via PayPal in the adjusted amounts of $56.46 for buyback order #******* and $29.72 for buyback order #******* due to the above-mentioned reasons was successfully issued to the email provided by the customer on 01/16/2023. Moreover, the payment via PayPal in the amount of $24.57 for buyback order #******* was successfully issued to the email provided by the customer on 01/23/2023 due to the fact that the processing of the order was delayed since we only received one of the two books quoted inside this order, as it was mentioned earlier, and no packing slip nor the attributed shipping label were included with the item Practical Argument: A Text and Anthology (ISBN: *************) received at our facility. 
  
  Resolution: We have indeed satisfied the customer's offered resolutions since our representative replied to the customer's inquiry via email on 01/13/2023 and the payments for buyback orders #*******, #******* and #******* were issued via PayPal on 01/16/2023 and 01/23/2023, 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:01/09/2023

  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.

  Buyback order #******* for a total of $63.17 was supposed to be credited to my PayPal account, the company states: Order is usually processed within 4 business days after delivery. Due to current peak season, processing might take longer. My order was delivered and picked up by an individual the same day. The only source of contact is through email with an automatic response that someone will be in touch. I received this message 12/18.Dear ********,Thank you for contacting us.Please be kindly informed that, as we can see in the system, your order #******* has been marked as delivered by the mail carrier and will be checked into our warehouse system and processed within the next few business days. We apologize for any delays in processing due to the high season and holidays.We are always here for you and if any questions arise, please feel free to contact us. Best regards,I still have not received payment. I was going to wait to report this, but after reading the reviews on this sight I believe this company is not reputable.

  Business Response

  Date: 01/17/2023

  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 several items to be sold at our venue for $63.17 on 12/10/2022.
  
  Upon analyzing the information provided by the mail carrier within tracking number ********************** attributed to the prepaid shipping label provided for the order in question (********************************************************************************), it seems that the order was marked as delivered on 12/21/2022, which means that it was loaded from the post office on the **** truck or passed to an agent for the final delivery. After the order is marked as delivered by the ****, it is then loaded on a **** vehicle, which delivers the packages directly to our facility. Sometimes the packages *** be misdelivered, and it also takes some time to retrieve them at the correct address. After the package is received at our processing facility, it is processed and only after that paid. Processing, in this case, means examining the books received in order to make sure they correspond to the ones quoted by the customer. However, with the case in question, the package attributed to this buyback order, unfortunately, was not received at our facility. 
  
  Within our workflow, all the books arriving at our facility are checked into our warehouse facility and processed, which implies that if the books within the box sent by the customer were in our possession, they would have been processed and the order would have received Processed status.
  
  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 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. Since the package with the books quoted by the customer was not received at our facility, the payment for the order cannot be processed as per existing policy, the order is paid only after the books are received and examined at our facility.
  
  On 12/28/2022, the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and had our processing manager look for the package or its contents at our facility, however, were unable to find the package nor its contents anywhere. Thus, our representative informed the customer that the issue in question was to be addressed directly to the mail carrier by the customer 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 or its contents. Moreover, as a courtesy and in order to make up for the inconvenience, we have offered to issue a 50% payment of the total quote for the order in question, whereas the rest of the payment can be issued once the package is received at our facility. 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 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:01/03/2023

  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.

  On September 26, 2022, I got a quote from Booksrun to purchase 4 textbooks from me in the amount of ****** (photo attached) On October 5, I received 2 emails (photos attached) stating that the 2 of the books had signs of being counterfeit. (This is very hard to believe as the books were purchased directly from the school.) They claimed there would be a 3-5 week time frame in which the publisher would review the books and authenticate them. On October 7, they issued a check for the other two books. (Photo attached) I never heard anything else from them of the publisher regarding the counterfeit books, and sent a follow up email requesting either 1. Payment in the amount agreed upon 2. return of my two books 3. Proof in the form of photos and documentation that the books were, indeed, counterfeit.I have still not heard anything in response. It seems increasingly obvious, from my experience and the reports of others, that the model for this company is to promise an enticing amount of money, then pay out about half of that, hoping that although the customer will be disappointed, they will be satisfied just enough to not pursue the balance. They do not provide any details to support their claims of counterfeit copies, and the prevalence of this particular complaint by customers seems to heavily outweigh any realistic occurrence of counterfeit books, especially when so many people specify that they originally purchased their books from reputable sources. This should be treated as nothing less than theft.

  Business Response

  Date: 01/13/2023

  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 $144.62. Upon processing it appeared that the items National Electrical Code 2020 (ISBN: *************) and National Electrical Code 2017 ******** ************** Electrical Code) (ISBN: *************) had their quotes 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. 
  
  We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received. 
  
  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 items were to be surrendered to the publisher on 10/05/2022. 
  
  In this case, the book National Electrical Code 2020 (ISBN: *************) was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:
  
  Poor quality of the glue used on the binding;
  Poor quality of the print, the text is clearly copied or scanned.
  
  As for the book National Electrical Code 2017 ******** ************** Electrical Code) (ISBN: *************), the item was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

  
  Different coloring compared to the original;
  Different material on the binding compared to the original;
  Different quality of print compared to the original. 
  
  Please see the *** document attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publisher (******************** Learning) 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, the items National Electrical Code 2020 (ISBN: *************) and National Electrical Code 2017 ******** ************** Electrical Code) (ISBN: *************) were passed directly to ******************** Learning for further investigation. Upon analyzing the details supplied, the publisher confirmed that the copies in question were counterfeit. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of.
  
  As it was stated in the email sent to the customer on 10/05/2022, the publisher reserves the right to contact the customer for more details about the purchase but is not obliged to do so. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of, which implies that final payment for the order in question corresponded to the amount offered for the legitimate books present in the order and totaled $66.51. It was issued on 10/07/2022 by check to the address supplied by the customer in the order details. As per the information provided to us by the bank, the check in question was successfully deposited by the customer on 11/04/2022.
  
  Please note that, according to our records, the customer has never reached out to our Support team regarding this issue for the proper explanation and resolution of the matter while the assistance could be provided. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues. 
  
  Resolution: We have indeed partially satisfied one of the customer's offered resolutions, just to make up for the situation which should not affect our business rates, since the photos of the counterfeit items and all the information regarding the counterfeit items that can be freely shared by us was supplied to the customer within the current complaint. 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:11/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent textbooks for this company to purchase. They received my books, sent me a check. When I deposited the check it bounced. My bank researched the issue and said that the account was closed. I incurred a return fee for this check as well as not receiving the initial payment. I contacted the Booksrun, the associate that answered the phone said that my bank didn't scan the check properly for deposit which doesn't seem to be the case. I asked for other payment along with the fee. The associate was not helpful. I emailed the proof from my bank of the returned check and the fee. I have not received an update.

  Business Response

  Date: 11/18/2022

  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 REAL ESTATE BROKERAGE, ISBN: ************* on our venue to be sold at $19.16.
  
  Upon processing it appeared that the book REAL ESTATE BROKERAGE, ISBN: ************* had its quote adjusted automatically from $19.16 to $18.78 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. 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 $18.78 due to the above-mentioned reason was successfully sent to the address the customer has provided on 11/01/2022. On 11/16/2022, the customer informed us 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. 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.
  
  Moreover, in order to investigate the issue according to our standard procedure with bounced checks, pictures of the check in question were requested from the customer by our representative, nevertheless, no additional information nor the pictures were provided to us. As we can see in our system, the check was sent to the mailing address on the name of ***************** provided to us by the customer in their account details, however, the customer seems to sign by the name *********************** instead (as stated in the current complaint with Better Business Bureau). Such discrepancy can also cause the check bounce, but we have no possibility to check that as no additional information has been provided by the customer.
  
  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 to the email provided by them on 11/17/2022. The customer was also advised to contact their bank regarding the reimbursement of the charged fee.
  
  Resolution: We have indeed satisfied one of the customers offered resolutions just to make up for the situation, since the payment was reissued to the customer's PayPal account on 11/17/2022, 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:11/09/2022

  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 given a quote for my used College textbooks. I packed and sent my books to the facility. They recieved my items and sent me an email with an adjusted quote of nearly HALF of what I was originally quoted. They stated that 3 books were in "acceptable condition" and provided pictures of the items. Apparently a bent page and a MINOR smudge drops the items from like new to less than HALF their original quote. The worst part was they took my 2 most expensive books in the order and say I wont be paid for them because "they have signs of counterfiet". I bought my books DIRECTLY FROM MY UNIVERSITY BOOK STORE. It is clear that this company is abusing college students need to sell their used books. This was my first experience with books run, I have sold my books for the last 7yrs of my education experience, I am well aware of contion and quality when I am submitting them for buyback. Boons run just got 800-1000$ work of product from me, for 170$ which is 160$ LESS THAN the original quote. College students who need their money to buy the next semesters books should be wary of using this buyback option. The yellow book did not have that damage prior to shipping or packaging.

  Business Response

  Date: 11/18/2022

  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 11 items in "Used - Very Good" condition on our venue to be sold at $326.52, which was increased by adding 3% coupon to their order and the final offer was equal to $336.32.
  
  Upon processing it appeared that the books Ethical, Legal, and Professional Issues in Counseling (The ******* Counseling) (ISBN: *************), Career Counseling (Theories of Psychotherapy Series) (ISBN: *************) and Developing Multicultural Counseling Competence: A Systems Approach (ISBN: *************) had their quotes adjusted automatically from $31.05 to $13.12, from $15.05 to $6.02, and from $26.79 to $10.72 respectively because we received the books with signs of heavy wear. The images of the items in question were provided to the customer in their order details and are also attached here for reference. Unfortunately, the quote of the items that have liquid stains, excessive markings or highlighting, wrinkled or torn pages and binding etc. may be adjusted or such items may not be eligible for buyback at all.
  
  Additionally, the items Counseling Strategies and Interventions for Professional Helpers (The ******* Counseling Series) (ISBN: *************) and Theories of Counseling and Psychotherapy: A Case Approach (The ******* Counseling Series) (ISBN: *************) had their quotes 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 (such as **************** etc.) and shipped from such countries as *****, ***** etc.
  
  We cannot naturally doubt the credibility of university bookstores; however, not always the quality of items can be guaranteed as the content and price (counterfeits are usually less expensive) are usually more important than the quality, which needs to be carefully examined. Our processing department, on the other hand, carefully inspects each item received. 
  
  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/return is available for such an item. 
  
  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. All the information regarding the items in the buyback order in question was passed directly to ******* for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Counseling Strategies and Interventions for Professional Helpers (The ******* Counseling Series) (ISBN: *************) and the copy of Theories of Counseling and Psychotherapy: A Case Approach (The ******* Counseling Series) (ISBN: *************) are counterfeits. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. 
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold from 11/03/2022 until 11/10/2022, and, during this period of time, it was possible to request the return of the items with heavy wear and have them sent back to the customer. However, since no decision was made within the order details, the adjustments were accepted automatically by our system and the order was processed on 11/12/2022. 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 order were sent to the customers contact email address.
  
  Therefore, check #****** in the adjusted amount of $173.44 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 11/15/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customer's address to our location and the work of the mail carrier. The check should arrive before 12/13/2022.
  
  Please also be kindly informed that all matters concerning inauthentic items distribution are taken very seriously by our company since it is prohibited by the U.S. Code, therefore, we have as much information as we can provide directly on our website at every stage of the order placement, including a separate section in our Terms & Conditions dedicated strictly to the inauthentic items and our policy on them (called Inauthentic books policy), an article/guide written by our marketing team on How to spot a counterfeit textbook, a list of Top-14 Counterfeit Textbooks, a Counterfeit Calculator to estimate the book counterfeit probability, as well as our video guide available for review and free use. 
  
  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:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently sent BooksRun Used-Like new books in impeccable condition. Upon receiving them, they reduced my compensation by a few dollars. I wrote a 1-star review about them on Trustpilot, and now I am still waiting to receive my check for the books I sold to them; it has been over a month, and I have contacted BooksRun on two different occasions. They blew me off; I believe they have not sent out my check as retaliation for the review I left on Trustpilot. They are even trying to slander my Trustpilot account by claiming the review I left is illegitimate. I want the money for my books asap, as I need it to pay the bills. This ordeal has been mentally deliberating on me and causing me great distress.

  Business Response

  Date: 11/17/2022

  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 in their buyback order on our venue to be sold at $210.01.
  
  Upon processing the following items had their quotes adjusted automatically as the condition of the books differed from the condition that was initially quoted by the customer:
  
  1. Operations *********** ISBN: ************* and Organizational Behavior (What's New in Management), ISBN: ************* had their quotes adjusted from $95.37 to $93.50 and from $54.42 to $53.35 respectively, due to the condition change from Used - Like New to Used - Very Good; 
  2. Loose-Leaf for Crafting and Executing Strategy: Concepts and Cases (Crafting & Executing Strategy), ISBN: ************* had its quote adjusted from $60.22 to $59.04 due to the condition change from Used - Like New to Used - Good.
  
  Unfortunately, we do not pay initial quotes for the textbooks that are received in condition that is different from the condition that was initially quoted, as it is stated in our Terms & Conditions (Price quotes, bullet point #4). Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, they were delivered with the signs of wear that did not correspond to the Used - Like New condition initially quoted by the customer. According to our policy, Used - Like New condition implies books with slight cosmetic defects to the original packaging, cover or spine, with all original packaging materials included. Dust cover is intact and pages are clean and not marred by any notes. All pages must be included and attached to the binding. Supplementary materials must be included. 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. 
  Therefore, the initially offered quote in the amount of $210.01 was adjusted automatically to $205.89 by taking into account the above-mentioned condition changes. 
  
  Check #****** in the adjusted amount of $205.89 was successfully sent to the address the customer has provided on 10/07/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customer's address to our location and the work of the mail carrier. The check should have been delivered before or on 11/04/2022. 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.
  
  The customer reached out to us by sending multiple emails expressing their concerns regarding the fact that the check was not received, thus 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. We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred. 
  
  Check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal to the email provided by them on 11/17/2022.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  ******
  BooksRun Team 
  

• Initial Complaint

  Date:10/28/2022

  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 rented a textbook from this company over the summer. It came to me in Very Good condition, with some markings. It is a law textbook and therefore around ****+ pages. I read approximately 4 cases out of the whole book (maximum ***** pages in total). After returning the book, I was charged an additional $77 (more than the cost of renting the book) for "excessive markings." The pictures sent to me to verify these markings featured writing that was in the book prior to my rental. I have filed a complaint online, called the company at least 4 times, and sent several emails and have yet to get my money back. I believe this is a fraudulent action taken to get money from students who are unwilling to fight this process. They make it extremely difficult, if not impossible, to challenge this charge. I do not have pictures of every page in the textbook and therefore have no way of substantiating my claim, but it is clear when examining the book that it has not changed in quality or value since I rented it. I selected this site to rent from because it was the cheapest option. I allege that they charge low rental fees and make their earnings on the backend by overcharging for "markings" that can't be challenged by renters. I would like to be re-compensated for my fee.

  Business Response

  Date: 11/03/2022

  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 05/03/2022 for 98 days for the item Children and the Law, Doctrine, Policy, and Practice (American Casebook Series), ISBN: ************* with the due date stated as 08/09/2022. The item was shipped to the customer on the next day with tracking number **********************. During the whole rental period, our support team was never contacted by the customer. 
  
  Since the deadline for the order in question was stated as 08/09/2022, before or on this date the book was supposed to be shipped back to us. However, the return shipping label was not generated, thus we did not receive any update regarding the return of the order.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee in the amount of $15 is charged automatically, which is exactly the case with the order, which creates the new deadline to return the book (in this case, 08/24/2022).
  
  Please note that the item Children and the Law, Doctrine, Policy, and Practice (American Casebook Series), ISBN: ************* was rented by the customer in Used - Very Good condition. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. Pages with slight markings and/or highlighting may be present. However, on 09/02/2022, we received the book with many markings and underlining. Please see the photos of the book received. It is worth noticing that the said markings in the book exceeded the allowed amount to be present in a book in Used - Very Good condition, which is slight markings and/or highlighting on 1 or 2 pages. Moreover, in the email sent to us by the customer on 09/11/2022, they admitted to having included some underlining and markings in the book, which is not allowed according to our policy, which all our customers agree to be bound by. 
  
  Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features. 
  
  As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred. If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since many markings and/or highlighting automatically change the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.
  
  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Very Good" condition and received it back at our facility in "Used - Acceptable" condition with many markings and  underlining. Therefore, 40% of the purchase price was charged.
  
  The customer reached out to us via email on 09/11/2022 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, in order to make up for any inconvenience caused and change the customers impression of our company, we were glad to investigate the matter further and assist in resolving it, therefore, after a thorough review of the case with our processing department and by taking all the information provided by the customer in consideration, we issued a full refund of the charge applied to the customer on 10/28/2022.

  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 full refund of the charge has been successfully issued to their account. 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:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a quote on their website for 3 books and sent the 3 books to them. I have the **** receipt showing the weight of the package. Company states the box had only 2 books in it when they opened it, and that the heaviest and most expensive book was not in the box. They sent me a low resolution video showing the "opening" of the box which shows only 2 books in the box. My guess is that prior to taking the video, the box was opened by one of their employees who removed the book, either without the company's knowledge or under their direction. Book in question is Isbn10: ********** Isbn13: ************* Condition: Used - Very Good Quantity: 1 Title: ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10 $50.66

  Business Response

  Date: 11/01/2022

  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 $83.35:
  
  1) ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10, ISBN: ************* for $50.66;
  2) Senderos 1: Spanish for a Connected World, ISBN: ************* for $27.64;
  3) The Old Testament: Our Call to Faith and Justice, ISBN: ************* for $5.05.
  
  Upon processing it appeared that the book The Old Testament: Our Call to Faith and Justice, ISBN: ************* had its quote adjusted automatically from $5.05 to $2.05 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Unfortunately, the quote of the items that have liquid stains, wrinkled or torn pages and binding etc. *** be adjusted or such items *** not be eligible for buyback at all.
  Additionally, the item ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10, 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 offer as well. The customer did indeed contact us via email on 10/7/2022 about the missing book. 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. The screenshots of the receipt of the package and the video from our processing facility's camera footage were provided to the email address of the customer on 10/13/2022, which is right within our response rate as stated on our website. The screenshots are also attached to this response. It is clear from the footage that 1 item quoted was missing. 
  
  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. Therefore, the customer was advised to contact the mail carrier to address the issue.
  
  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 be kindly informed that according to the receipt from the mail carrier provided by the customer, the weight of the package shipped was equal to 9 lb and ***** oz. However, we did not receive 1 book and the final weight of the package received was only **** 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.
  
  Therefore, check #****** in the adjusted amount of $29.69 due to the above-mentioned reasons for buyback order #******* was successfully sent to the customers address on 10/25/2022. According to our bank, the check for the order in question was successfully deposited by the customer on 10/31/2022.
  
  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: 11/01/2022

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

  I expected them to state again what they told me previously....that the book was not in the package. The book definitely was in the package, and the weight of the package is verified by the **** receipt, indicating a third (and heaviest) book. I suppose someone in the **** chain could have intercepted the package, removed the book, and resealed the package before delivering it. However it is much more likely that the book was removed by one of Bookrun's employees, with or without the company's knowledge. It is a standoff and I doubt they'll ever compensate me for the book that they received. Do business elsewhere.

   

   

   

   

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

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

  Customer Answer

  Date: 11/17/2022

  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:

  of the reasons I already stated 

   

   

   

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

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

  Business Response

  Date: 11/29/2022

  Let us explain the situation incurred once again. Unfortunately, we are unable to get precise information of what might have happened with the package while it was being transported by the mail carrier; however, when the package was unsealed at our facility, it had the item in question missing. Photos and video from our security cameras confirming that were shared with the customer once the issue was brought up to our attention.
  
  Given the above-mentioned information, the case is considered closed from our side since all the evidence was provided to the customer after the investigation. The company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or money laundering.
  
  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:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a book from BooksRun: The Gift: 14 Lessons to Save Your Life. They sent me the incorrect book: The Gift: 12 Lessons to Save Your Life. order #*******. Now I am being asked to return the first book, at my own expense and there is no mention of sending the correct book. I have sent six e-mails regarding this issue with no resolution. I don't know what to do next, but I would like the book I originally ordered.Thank you for your help.***************************

  Business Response

  Date: 12/07/2022

  Greetings,

  Please let us explain the occurred situation with order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a purchase order on 10/05/2022 for the item The Gift: 14 Lessons to Save Your Life **** *************, which successfully went through and the customer received a confirmation email on 10/05/2022 that the order was placed. 
  
  The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 10/11/2020 (********************************************************************************).
  
  Once the order was delivered, the customer contacted us via email, stating that they received the wrong item. Within the framework of our internal investigation the pictures of the item received were requested by us from the customer as the promptness of us providing the solution greatly depends on the thoroughness of the facts submitted by the customer to the case. After we have received the pictures of the item and conducted the investigation, it appears that the publisher has two printings of the same **** ************* that have a minor difference in the title (The Gift: 14 Lessons to Save Your Life and The Gift: 12 Lessons to Save Your Life). Let us please explain the occurred situation. We as a third-party seller do not have any right to alter, change, or edit the title of the book since such obligations are imposed on the publisher only. Please be kindly informed that the **** ************* sent to the customer corresponds to the **** initially purchased by them as it is stated in the order details, therefore, the correct item was delivered. However, the customers frustration was apprehended and a return of the item for a full refund without any restocking fee being applicable was offered to the customer. Or, as an alternative, we offered to provide a 40% discount on the order so that the customers experience of using our company could be improved. 
  
  Nonetheless, the customer declined both our offers and decided to keep the book. However, in order to make up for the inconvenience caused and provide good customer service, the 40% refund on their order was still issued to the customer on 10/24/2022. Please also note that as per our policy, which all our customers agree to be bound by, the full refund can only be issued upon the return of the item received.
  
  Please be kindly advised that the case is considered closed from our side since the partial refund was issued to the customer and no other correspondence from the customer has been received by us expressing any further complaints.
  
  Resolution: We cannot satisfy the customer's offered resolution as we do not have any other copies of **** ************* in our stock anymore 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:09/29/2022

  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.

  On 8/30/22 I created a trade in order #*******. Included was a book called ***** and ********** Business Law ISBN: *************. I was quoted **** for this book.On 9/13/22 I received an email from Booksrun telling me that the quality is not good and will receive the adjusted quote of **** or have the choice to have the book returned to me for **** shipping. I replied twice on the 9/15/22 and 9/17/22 telling them I would like the book back and I would email them my own prepaid shipping label instead of paying their outrageous postage. I also offered them the option to pay me the agreed price of **** since the book quote almost doubled while my order was held up. They ignored my emails On 9/28/22 they decided to finally reply telling me my quote was automoatically adjusted because I didnt respond. I DID RESPOND but was ignored.As of today 9/28/22 the buyback quote from booksrun is ***** I want Booksrun to either return my book using my shipping label or pay me the difference of the original quote which is ****. booksrun needs to send me a check for at least ****. If they want to do the right thing they will send me ***** minus **** Because I wanted my book returned which is worth ***** I would like booksrun to either return my book or give me the difference of *****. they wanted to keep my book and ignore my requests to have it returned using my own prepaid shipping label. Meanwhile, they were paying other people ***** for this book while they put my book on hold and ignored my emails. I insist on receive ***** as well minus the **** they already gave me.

  Business Response

  Date: 10/07/2022

  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 20 items in Used - Very Good condition on our venue to be sold at $46.03. Please let us also draw your attention to the fact that book quotes are only guaranteed for 5 days after the order placement and once the order is shipped, the quotes for books in the order cannot be changed to the , regardless of the quotes offered at the moment of the order processing. 
  
  Upon processing it appeared that the item ***** and ********** Business Law, ISBN: ************* had its quote adjusted automatically from $8.68 to $4.03 because we received the book with signs of heavy wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. 
  
  Moreover, several other items got their quotes adjusted automatically due to them being received by us with the signs of wear that did not correspond to the Used - Very Good condition quoted by the customer. The condition of said items was changed to Used - Acceptable and the quotes corresponding to the condition of the books received were applied. 
  
  Since the quote was adjusted in the buyback order in question, the order stayed on hold from 09/12/2022 till 09/19/2022, 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 09/21/2022. 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 the order has been processed and paid for.
  
  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. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and return the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's 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. Let us mention that we provide prepaid shipping labels for all our buyback orders with a total quote higher than $10 so that the shipping costs are covered by us. According to our records, the customer used our shipping label, therefore, the shipment of the package of ***** lbs was paid by our company. The only expense our customer might have to bear is the package, however, as long as it corresponds to our packing guidelines mentioned on our website it can be any type of container.
  
  Therefore, by providing the prepaid labels, we lose a significant amount on shipping and handling. Thus, the return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  However, no decision regarding the dispute was made by the customer in their 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. 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. 
  
  Check #****** in the adjusted amount of $37.23 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 09/23/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customer's address to our location and the work of the mail carrier. The check should be received by the customer by 10/21/2022.
  
  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: 11/04/2022

  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]

   my issue was not addressed.  Excuses were made. I would like this complaint to stay on public record.

   

   

   

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

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

  Customer Answer

  Date: 12/06/2022

  My complaint was unresolved   I would like my complaint to stay on record. Thank you.