Business Profile

Textbooks

Booksrun.com Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

184 total complaints in the last 3 years.
67 complaints closed in the last 12 months.

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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:09/19/2022
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 had submitted 13 books to BooksRun back on August 12, 2022. My Book order is #*******. I was very careful in choosing Which condition price to have quoted me. I, again, got shorted by this company by them downgrading Book conditions. I had a few books that were "used-like new" and they are telling me they were just "Acceptable" which I know is NOT correct. I have contacted them to send me proof of the 'so reason' they downgraded me. I have heard nothing from them. I have since tried reaching out to them an additional 4-5 times and they (******) refuse to answer back. I have learned to take pictures of my own of the books I send in and the condition since this is not the first time they have tried to ***** me over. This time they have Shorted me $11.80 and would like to have that difference sent to me. (I'm sure they downgrade books but sell them to people labeling them in better condition--but that is just my opinion).
Business Response
Date: 09/30/2022
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 13 items in their buyback order on our venue to be sold at $376.15, which was increased by adding 6% coupon to their order and the final offer was equal to $398.72.

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. Database Concepts, ISBN: *************, What Psychology Majors Could (and Should) Be Doing: A Guide to Research Experience, Professional Skills, and Your ********************** ISBN: *************, Vander's Human Physiology, ISBN: ************* had their quotes adjusted from $55.90 to $54.80, from $7.70 to $7.55 and from $3.02 to $2.42 respectively, due to the condition change from Used - Like New to Used - Very Good;
2. Personality, ISBN: ************* had its quote adjusted from $41.66 to $32.67 due to the condition change from Used - Like New to Used - Acceptable;
3. Research Methods and Statistics: A Critical Thinking Approach, ISBN: ************* had its quote adjusted from $14.64 to $14.35 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 or Used - Very Good 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.

We would like to draw your attention to the fact that the customer quoted all their ******************** in Used - Very Good and Used - Like New condition (except for the book Heartsaver Bloodborne Pathogens Student Workbook, ISBN ************* that was quoted in Used - Acceptable condition and did not have its quote adjusted). 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. The Used - Very Good condition implies books with minor to no signs of wear and tear. This includes markings, tears, and other general damage from use. All pages must be included and attached to the binding, and all text must be legible. Supplementary materials must be included. The above-mentioned description suggests that there should be minor to no markings or highlighting or any other kind of damage to the books quoted in such conditions.

Therefore, the initially offered quote in the amount of $398.72 was adjusted automatically to $386.92 by taking into account the above-mentioned condition changes.

The customer did indeed contact us on 08/26/2022 expressing their concerns regarding the quote discrepancy in their order, and the response with detailed explanation regarding the quote adjustment was provided by our representative on 09/07/2022 to the email address stated in 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, however, due to the high season, some issues might have indeed occurred. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat.

Moreover, by taking a closer look at the customers orders' history, we may observe that additional one-time courtesy payments have already been made. Two additional payments for their orders #******* #******* with the total amount of $12.61 were issued despite the fact the books in question were not compliant with our Buyback Program guidelines. In case with order #******* we are encountering the same situation. It was confirmed that this time, unfortunately, we cannot pay more for the items that do not comply with the existing acceptance criteria since the customer keeps violating our policy and demands full payments for it anyway. Detailed clarifications about the issues customers books had were provided to the customer in emails sent on 09/07/2022, 09/20/2022, 09/29/2022 and 09/30/2022 after we received multiple inquiries from them.

Check #****** in the adjusted amount of $386.92 due to the above-mentioned reasons was successfully sent to the address the customer has provided on 08/26/2022. 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. Moreover, according to our bank, the check in question was successfully deposited by the customer on 09/29/2022, which implies that the payment was received.

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: 10/04/2022
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]

This just proves that they tried to ***** me over again previously. And from the looks of it Im not the only one from these reviews.

They are avoiding the ********** Concepts. That was a Brand New Book that I directly received. The teacher decided to not use io in their classroom and it was Never used. I marked it accordingly on my Quote and they downgraded it. Which is NOT acceptable. I asked for them to provide photos of books they downgraded. They initially said they couldnt provide proof. Then they choose to send me some pictures weeks later after I messaged them 4-5 times. I question whether they were actually my books especially after weeks later. They also provided only the ones they wanted. The pictures they sent were unclear and no up close shots of the so call downgrade. Again they have avoided the Data Concepts book. I ask them to return that book (Data Concepts) or compromise all this with sending me some of the difference in the amount of $10.

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

Sincerely,

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

Business Response
Date: 10/21/2022
The customer sent the textbook Database Concepts (ISBN: *************) with the signs of wear that did not correspond to the Used - Like New'' condition initially quoted by the customer. Therefore, the quote for the book was automatically adjusted from $55.90 to $54.80. Unfortunately, we do not have any opportunity to check and know for sure what happened with the book in the process of shipping. Due to the overwhelming amount of packages we receive and process every day, our teams do not have the ability to take pictures of each item that indicates damage. Therefore, our processing department does not provide images for the items with the difference in price that is less than $10-15. Given this fact, our representative explained to the customer multiple times that while they quoted the item in question in "Used - Like New" condition, the item received did not correspond to such a condition.

We would also like to draw your attention to the fact that the customer has already violated our policy by sending the items that do not comply with the existing acceptance criteria and demanding full payments for it anyway. Moreover, once the order is processed and paid for, according to our Terms and Conditions, to which the customer agreed, the items are not eligible for return under any circumstances.

The check for the adjusted amount was sent to the customer's address and later successfully deposited, which implies that the customers resolution was satisfied 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:09/16/2022
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 got a $25 quote(saying they will deposit it into my Paypal account) from Booksrun and mailed 2 books back on 8-30-22. (Evidence-Based Practice in ******************** and Writing Literature Reviews) I didn't hear from them for a couple weeks. I called and got nowhere.Then on 9-13-22 they send me 2 emails at 12 and 2 am, stating both books are 'counterfeit' therefore not paying me. I've called twice now stating I want my books back and I don't believe they are counterfeit because I bought them from a reputable company. I believe Booksrun scams people into not paying and keeping the books (just look at all the complaints!)The BBB and publishing companies need to look into Booksrun.*********************
Business Response
Date: 09/23/2022
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 2 items on our venue to be sold at $25:

1. Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice (ISBN: *************);
2. Writing Literature Reviews (ISBN: *************).

Upon processing it appeared that we received a paperback version of the item Writing Literature Reviews: A Guide for Students of the Social and Behavioral Sciences (ISBN: *************) instead of the hardcover version of the item Writing Literature Reviews (ISBN: *************) that was initially quoted by the customer in order #*******.

Moreover, by conducting a more detailed inspection on the items received, our processing department determined that the items Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice ISBN: ************* and Writing Literature Reviews: A Guide for Students of the Social and Behavioral Sciences ISBN: ************* get 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.

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 publishers on September 13, 2022.

In this case, the book Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice (ISBN: *************) was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

1. Poor quality of the print;
2. Different glue used on the binding;
3. Pages in the counterfeit copy are stitched together, whereas in the original one, the glue is used for the binding.

As for the book Writing Literature Reviews: A Guide for Students of the Social and Behavioral Sciences (ISBN: *************), the item was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

1. Poor quality of the print;
2. Poor quality of the glue on the binding.

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 (LWW and Routledge) 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. All the information regarding the items Evidence-Based Practice in Nursing & Healthcare: A Guide to Best Practice (ISBN: *************) and Writing Literature Reviews: A Guide for Students of the Social and Behavioral Sciences (ISBN: *************) was passed directly to the corresponding publishers for further investigation. 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 on September 13, 2022 at 1:42 PM EST, and the response was provided by our representative on September 15, 2022 at 12:23 PM EST to the email address stated in their inquiry and their order details, which is right within our response rate stated on our website. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on September 15, 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 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
Customer Answer
Date: 09/28/2022
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]
I entered the correct ISBN number when negotiating their buy-back program and this is the first I heard about them saying it was paperback instead of hardback. /
Again, I am requesting they send the books back to me! I do not want to do business with a company that is not fraudulent and gives repeated excuses as to why they are keeping the books and not paying the book owner the money they quoted.
So, to resolve this problem and close the case I want the 2 books mailed back to me.
*********************
**** ************ ****** ** *****

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

Sincerely,

*********************
Initial Complaint
Date:09/14/2022
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.
Made a rental order for a textbook on 08/17/2022; within a few days, the company claimed it shipped. According to **** tracking, the item says "Shipping Label ******** **** Awaiting Item" and has had this message since 08/21/2022.Still attempting to get my book, I emailed them through their customer service email ("info@**********************"). I never received a response. I then used their internal customer contact mechanism. After receiving an email that my complaint was being reviewed on 09/01/2022. It said I would hear back in 3-4 business days. I never received follow-up. I used their internal contact mechanism again on 09/11/2022 and received the same message. Again, I received no follow-up. For some products, I understand that shipping delays have extended time, but for a rental book that was due back by December 16th, 2022, a full month of no movement is not acceptable. I managed to get this textbook from another source and now merely seek to recoup the $143.19 I was charged by ************ ****
Business Response
Date: 09/30/2022
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 08/17/2022 for 121 days for the item Criminal Procedure: Investigation and the Right to Counsel [Connected eBook with ************* (Aspen Casebook), ISBN ************* with the due date stated as 12/16/2022. Due to the fact that the item was submitted through our website with our shipping partner, it was sent from their facility in 3 business days after the order placement, on 08/22/2022.

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 package was lost or stuck at the local post office or was still somewhere in transit due to not being scanned at one of the **** processing facilities at that moment (********************************************************************************). Also, **** sometimes does not provide updates for a while, or it might indicate a delay on their behalf.

The customer reached out to us on 08/29/2022 expressing their concerns regarding the shipping status of the package and on 09/09/2022 they were advised to wait for a few more days for the tracking information to be updated by the mail carrier as due to pandemic and huge amounts of incoming mail **** does not scan the packages at each location, provides updates in the tracking system with a certain delay or may simply deliver shipments without any updates in the tracking system. We have also immediately contacted our shipping partner in order to receive more information on the location of the package and the estimated delivery date. Nevertheless, on 09/11/2022, the customer contacted us once again via email stating that the item was never received and it was past the due date. On 09/22/2022, our representative provided the customer with the instructions on how they can retrieve the package from their side, which was followed by the customer and assisted the mail carrier in locating the package. We do understand the concerns regarding our delayed replies. We are working hard to process all the inquiries through all the channels of communication offered, however, due to the high season, some issues might have indeed occurred. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat.

The package for order #******* was successfully marked as Delivered, Parcel Locker by the mail carrier on 09/29/2022. Please also be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders. Nevertheless, as a courtesy, in order to make up for the inconvenience that was caused by the delivery delay, we provided the customer with the shipping label prepaid by us on 09/29/2022 so that they can return their rental book back to us for a full refund. Moreover, a 7% discount on any further order with BooksRun was also offered to the customer in order to improve their experience of using our service. As of now, the tracking number attributed to the label provided indicates that the **** is awaiting the item in question (********************************************************************************).

Resolution: We can satisfy the customer's offered resolution as the refund will be issued once the book is returned to us in its initial condition and checked back into our warehouse system, 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:09/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sold 2 college books to Booksrun.com. I was quoted $12.55 for Southern Culture, but they said now they will only sent me a check for Buyback order #******* $10.04, (I still haven't received the check). The 2nd used soft covered college book is Sell | Rent | Buy Dear *****************************,Thank you for your buyback order with BooksRun Order #******* details:DetailsPrice Isbn10: ********** Isbn13: ************* Condition: Used - Very Good Quantity: 1 Title: THINK Social Psychology, 2012 Edition $45.05 Total: $45.05 We will pay you by Check to ***************************** *********************************************************************************** They are now are accusing me of sending the wrong ISBN number book and they will not send me my $45.00. They sent me a bogus picture of the back of another book, and not even a picture of the front of the book I sent them. I sent them the correct book and correct ISBN number. The is my first time dealing with this company, never again will I sell them my books. I made the mistake of looking at how many stars they had rather than looking at BBB. I just want my money that I am due for both books. If I request my books back they will charge me for getting them back.
Business Response
Date: 09/20/2022
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 two items in "Used - Very Good" condition in their buyback orders on our venue to be sold at $12.55 (#*******), and $45.05 (#*******) respectively.

Upon processing it appears that the book Southern Culture: An Introduction (****: *************) had its quote adjusted automatically from $12.55 to $10.04 due to such 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.

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 book in question was automatically changed from Used - Very Good initially quoted to Used - Acceptable, and its quote changed accordingly.
Check #****** for buyback order #******* for the amount of $10.04 was successfully sent to the address the customer provided within the order details on 09/09/2022. 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 be delivered before or on 10/07/2022.

Upon processing order #*******, it appeared that the quote for the item THINK Social Psychology, 2012 Edition (****: *************) was adjusted from $45.05 to $0.00 due to the fact that we received a 2016 edition item Think Social Psychology (****: *************) instead of a 2012 1st edition item THINK Social Psychology, 2012 Edition (****: *************) initially quoted. According to our Terms & Conditions, "Price quotes might be adjusted in following cases: Item **** is different from quoted", which is exactly the case since the 2016 version (*************) and the 2012 version (*************) have different ****s. At the moment, we were not buying back the 2016 version. Please see the images attached confirming the information provided.
The order stayed on hold from 09/06/2022 until 09/20/2022, (due to the fact that, as a courtesy, it was extended for another week so that the customer could accept or deny the adjustment in their order details) and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, the customer accepted the adjustment on 09/14/2022, therefore, the order was automatically reprocessed in 48 hours on 09/16/2022. 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 it was processed. All the letters regarding the adjustment 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 book that is not accepted was provided.

We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders 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.
The customer contacted our Customer Support via email on 09/09/2022 stating that the **** they initially quoted corresponded with the **** that was finally received at our facility. Thus, on 09/12/2022, within the response rate stated on our website, our representative replied to the customers inquiry, providing an explanation with the photographic evidence confirming that the customer originally quoted **** ************* and not ************* that was actually received at our facility.

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: 09/21/2022
Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:09/09/2022
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.
Ordered a textbook and received a different book that clearly states on the cover for Asia distribution only. BooksRun refuses to refund and they dont have the book that I ordered(and is pictured in their website) in stock. BooksRun claims they are allowed to substitute an international book. Im in ***************** and no where on the textbook page does it say they can substitute a foreign book.
Business Response
Date: 09/19/2022
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 08/26/2022 for 112 days for the item Introduction to ********************* ISBN: ************* with the due date stated as 12/16/2022, which successfully went through and the customer received a confirmation email on 08/26/2022 that the order was placed. Moreover, the deadline for the rental order has been extended for 6 days as a courtesy free of charge with the new expiry date on 12/22/2022 after the customer contacted us with an inquiry if the deadline for a rental order could be extended. The item was shipped to the customer on the next day and according to the information provided by the mail carrier within tracking number ************ attributed to the order, the package was delivered to the recipients address on 8/30/2022 at 11:34 AM (please see the tracking information here: htt****************************************************************************).

The customer reached out to us on 09/01/2022 via email stating that they received an international edition of the book Introduction to ********************* Please note that according to the existing policy of BooksRun, presented in the Terms & Conditions, which are accepted by each customer, the items rented may be shipped to the customer not only in their regular U.S. student edition but also in an alternate edition, such as international or teacher/instructor's edition. For order #*******, an international edition was sent, which corresponds to the item ordered, however, indeed may differ in the way of presenting the contents of the book. International editions are generally identical to the US copies. The difference is in the cost or place of publishing, etc. Although these kinds of editions might differ from the ** ones in terms of cover format (paperback instead of a hardcover), ISBN numbers, pictures in different coloring, and (in pretty rare occasions) varying exercises at the end of the book, the content is similar. Publishers and authors are also the same as in the US edition. Such copies may be marked with such words as international copy, etc.

As for the legality of selling international editions of books, it is worth noting that in **** the **************** concluded that the retailers inside the country are able to purchase and bring in the international copies from the outside. Only the sellers from the other countries are forbidden to distribute such editions inside the US. Taking into account the fact that BooksRun is located in the US, it is not illegal for BooksRun to distribute international copies of books.

On 09/09/2022, the customer reached out to us via phone in order to request a refund for their rental order and during this phone call one of our customer support agents stated that a follow-** in regards to the rental return will be provided via email. Please also be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders. Nevertheless, as a courtesy, the customer was supplied with the return instructions on 09/12/2022 via email so that the rental order could be returned to us for a 70% rental price refund with their own shipping label. Let us mention that we provide prepaid return shipping labels for all our rental orders so that the shipping costs are covered by us. In case the customer uses our return shipping label to return the item back to the facility, it will be checked back into the system as a rental return, the refunds for which are not provided, as per our Terms & Conditions. Therefore we have asked the customer to return the book back to us with their own shipping label. However, we would be glad to assist in resolving this matter once the tracking number is provided by the customer if the package was indeed shipped back to us within the provided timeframe and with their own shipping label. The tracking number was not provided by the customer.

Resolution: We cannot satisfy the customer's offered resolution, as the return tracking information was never provided, just to make up for the situation which should not affect our business rates, since the customer did not ship the rental book back to us and no refund can be provided without our receiving the book at our facility according to our policy. 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
Customer Answer
Date: 09/21/2022
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:
It is an ourtright lie that they never received tracking information. On 9/13/22 at 4:32 pm central time, I emailed ***** at BooksRun, with the **** tracking # **********************. Also, they can go on and on about shipping labels in their shipments, but no invoice or shipping label was in the mailer if this would have been a normal rental situation. Further, this book was labeled on the front cover " for asia distribution only". This company does not have any substitute disclosure easily visible on the page where one puts a product in the cart or during the checkout process. Why isn't this part of the checkout procedure with this disclaimer allowing the customer to opt in or out of a substitute textbook? This book is being used by someone who receives accommodations per the American Disability Act and needs the proper book (the one actually ordered) so it can be converted to fit their accommodations and an Asian version does not cut it. I have attached the email with proof of responding with the tracking number.

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

Sincerely,

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

Customer Answer
Date: 09/26/2022
Attached is the email conversation with *****, at BooksRun, on September 12, 2022, regarding the instructions on returning the book and my response on September 13, 2022, with the tracking # as per the instructions. Also, I have attached the email from BooksRun confirming the book was returned.
Business Response
Date: 09/30/2022
Upon the order placement, the customer agreed to cooperate within our Terms & Conditions, which clearly state that items rented may correspond to alternate editions, such as international, teacher/instructor's editions, etc. Therefore, an international edition was sent to the customer, which corresponds to the item ordered, however, indeed may differ in the way of presenting the contents of the book.
According to our policy, the customer agreed to follow by submitting the order, rental orders are not eligible for refunds, which also includes discretionary returns. According to our system, the book was checked back into our warehouse system on 09/21/2022, therefore, in order to rectify the situation, a partial refund in the amount of 70% from the rental price of the book was processed on 09/28/2022 as a courtesy and as a middle point between the customers request and the legislation we are bound to comply with while operating as it was approved by the customer.
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:08/30/2022
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.
August 2. 2022, I placed an online book order rental. I shortly afterward, through the contact us form on the site, reached about some pages that appeared damaged. I didn't hear from them within the 48 hours so I went to return rental to get return label and I kept getting error message. Time allotted for refund is up and still no reply from company. Site has no phone number or live chat.
Business Response
Date: 09/09/2022
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 rental order on 08/01/2022 for the item The Science of Nutrition, Loose Leaf Edition (Masteringhealth) ISBN ************* for 90 days with a due date stated as 10/30/2022, which successfully went through and the customer received a confirmation email on 08/01/2022 at 9:32 pm EST that the order was placed.

On the next day the order in question was shipped to the address stated within order details with the regular shipping method upon the customers request.

In case the customer had any difficulties with obtaining a free return shipping label that they are always supplied with for our rentals, they had to reach out to us as soon as the issue occurred so that the necessary assistance could be provided promptly. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat, as it is stated on our website. Upon checking our records, there were indeed multiple attempts from the customer to contact us via LiveChat concerning the issue with their order on Thu, 08/04/2022, 05:36 pm EST, Fri, 08/05/2022, 05:06 pm EST, Tue, 08/23/2022, 02:24 pm EST, all of which were made outside of our working hours that are stated on our website. Chat inquiries initiated outside of our working hours are handled by our chatbot *** that only interacts with the customers through a series of picked options, which was exactly the case. Therefore, none of our support representatives were able to assist the customer or get back to them, as the customer never stated their order number or the email address in the chats so that we could identify them and assist them further.

As we can see in the system, order #******* was created from a guest account, using an email address that differs from the one that the customer tried to use to generate the return shipping label on our website (as we can see from the screenshots provided with this complaint), therefore, since they failed to verify their identity, our system did not allow the shipping label to be generated.

The first time the customer contacted us via email was on 08/26/2022 9:33 am EST requesting a return label for their rental order. Please note that the customer didnt report any issue with the book upon its arrival in any of their inquiries. Thus, our representative provided the *** file with the return shipping label in response to the customers inquiry within our response rate of 2 business days which is stated on our website.

Nevertheless, the customer expressed their concerns about receiving a refund for their rental order. Let us mention that we provide prepaid return shipping labels for all our rental orders so that the shipping costs are covered by us. In case the customer uses our return shipping label to return the item back to the facility, it will be checked back into the system as a rental return, the refunds for which are not provided, as per our Terms & Conditions. Please also be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders, and the 21-day risk free return policy is applicable only to purchase items. Nevertheless, as a courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for a 50% rental price refund with their own shipping label. However, the customer clarified that they indeed shipped the rental item back to us with the label that was provided by us, which contradicts the return instructions that were provided to the customer, according to which the book should have been returned with the customer's own shipping label. Please note that the fact that the customer infringed the instructions given to them can be interpreted as refusal to cooperate and making our initial offer of a partial refund no longer valid.

Upon analyzing the information provided by the mail carrier with the tracking number ********************** attributed to the return shipping label provided by our representative, the package is in transit to our facility (https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=**********************). Once it is checked into the system and the status of the order is changed to Returned, the customer will be notified to their contact email address accordingly.

Resolution: We have indeed satisfied one of the customer's offered resolutions, just to make up for the situation which should not affect our business rates, since the email with the return shipping label was sent to the customer by one of our representatives on 08/30/2022. 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:08/29/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Initiated a buy back order for some textbooks on August 8, 2022. Shipped out order to them the following day. They received said order August 12, 2022. 3 days later they placed my order on "hold" following discrepancies with the conditions of 2 of my books. Ok whatever. It them takes them until the 17th to do final processing of my books. My order details says "payment within 4 business days" and here we are 10 days and 5 business days later, and still no payment received. You can't get through to anyone because their "customer support" phone number & live chat will either hang up on you or the chat will never initiate a response so they direct you to email them. Emailed and got a response that SUPPOSEDLY paypal has been having issues with large transactions and that I should be expecting my payment by "Friday, or Saturday at the absolute latest" well guess what. It's Saturday! And still NOTHING. This company is a joke I use 2 separate company's and shipped the packages on the same day and they arrived at each company on the same day and I received payment from the other company no problems within one business day of them processing my order. This seems to be a common problem with this company they apparently like to take your product and then want to act like there are payment issues some people don't even receive payment at all. As a single parent and a college student, I do not have a month to wait on my money for books that have likely already been sold or placed up for sale. This this is not a way to contact business with your customers. I want my payment ASAP because it's because it states 4 business days for payment after processing and if you're not going issue the payment within 4 business days of processing the order like you say... then maybe you guys shouldn't be in business in the 1st place. This whole experience has been a joke. I'll be making a small claims suit if payment has not been received by the end of the month.
Business Response
Date: 09/08/2022
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 7 items on our venue to be sold at $164.62:

Understanding ***************** A Guide to Billing and Reimbursement - 2021 Edition (MindTap Course List) (ISBN: 9780357515587);
HCPCS 2021 Level II Professional Edition (HCPCS Level II ************************ (ISBN: 9781640160903);
Health ********************** Case Studies (ISBN: 9781584267690);
****** Step-by-Step Medical Coding, 2021 Edition (ISBN: 9780323709262);
Case Studies in Health ********************** (ISBN: 9780357506196);
Health Information (ISBN: 9780323263481);
Understanding Pharmacology for Health Professionals (ISBN: 9780133911268).

According to ***** tracking number ************, the package was marked as delivered by the mail carrier on 08/11/2022 (*****************************************************).

After the packages are delivered to our facility, they are usually checked into our warehouse system and processed within 2-5 business days. The package with buyback order #******* was checked in on the next day after delivery on 08/12/2022 and on the first business day after that the books were examined and the order was put on hold due to the fact that the condition of the items received did not correspond to the one initially quoted by the customer. After a decision by customers is made within the order dispute, the order is then automatically reprocessed in ***************************************** question took place on 08/17/2022. Once the order is processed, the payment is issued within 1-4 business days.

We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. Upon checking our records, there were indeed multiple attempts from the customer to contact us via LiveChat concerning the issue with their order on Wed, 08/17/2022 at 03:26 pm EST, 03:57 pm EST, 07:23 pm EST, Tue, 08/23/2022, 09:11 pm EST, on Wed, 08/24/2022, 01:51 pm EST and on Sat, 08/27/2022, 11:30 am EST, all of which were made outside of our working hours that are stated on our website. Chat inquiries initiated outside of our working hours are handled by our chatbot that only interacts with the customers through a series of picked options, which was exactly the case.

The first time the customer reached out to us via email was on 08/24/2022, and they were notified on the next day that, unfortunately, we had been having issues with processing large payments on PayPal due to a technical issue on the PayPals side.

The payment for buyback order #******* in the amount of $124.67 was issued within 8 business days on 08/29/2022 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 the delayed payment. We are working hard to process all the incoming buyback orders during high seasons, however, we experienced an unforeseen technical issue on PayPal's side that prevented us from processing large payments to our customers, therefore the customer was notified of the delay via email. Once the issue had been resolved, the payment was processed and the customer was notified accordingly.

Resolution: We have indeed satisfied the customer's offered resolution, since the payment was successfully issued to the customers PayPal account on 08/29/2022, 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: 09/08/2022
Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:08/23/2022
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 submitted a buyback order to sell a textbook and received a quote of $51.55 for my textbook. I shipped the order to Bookrun.com and then received a notice that the book was "inauthentic". It stated they would be turning the book over the publisher, and no payment will be given for the book. I contacted them via email and live chat on 8-12-2022 for more information. I have yet to receive any follow up email and the live chat representative said she would request more information from their "processing team" and it would be 1-2 business days for a response. I have yet to receive a response back from that inquiry also. So, as it stands today, Bookrun.com has received my book and is unresponsive to any inquiry and has not paid me for the book. They have offered no proof that the book has even been sent to the publisher for "verification" as they said it was in their email and no proof the book is inauthentic. I would like to be paid for the book I sent to them.Textbook information: Varcarolis' Foundations of Psychiatric-Mental Health Nursing, Condition: Used - Very GoodIsbn10: ********** Isbn13: ************* Order #*******
Business Response
Date: 09/01/2022
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 1 item on our venue to be sold at $51.55.

Upon processing it appeared that the copy of the item Varcarolis' Foundations of Psychiatric-Mental Health Nursing (ISBN: *************) had its quote adjusted since its 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 copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on August 11, 2022.

In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:

1) Different color scheme of the cover;
2) Different glue used on the binding;
3) Poor page formatting in the inauthentic copy due to the defect binding;
4) Poor quality of the print;
5) In the authentic items, the Elsevier access code is printed directly on the book page with different formatting, meanwhile the inauthentic copy has the supposed access code laminated on the page.

Please see the *** document attached with the respective images for reference. However, just to be sure, the item has indeed been sent to the publisher (********) 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. All the information regarding the item Varcarolis' Foundations of Psychiatric-Mental Health Nursing (ISBN: *************) was passed directly to the corresponding publisher for further investigation. Upon analyzing the details supplied, the publisher confirmed that the copy in question was counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.

The customer did indeed contact us on August 12, 2022 at 10:52 AM EST, and the response was provided by our representative on August 26, 2022 at 2:27 PM EST to the email address stated in 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, however, due to a high season, some issues might have indeed occurred. However, it is worth mentioning that during the correspondence with the customer via LiveChat, our representative offered a timely follow-up on the matter with the order, however, the customer did not respond to the offer nor gave their agreement on that.

All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on August 26, 2022. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer, however, they did not give us the data requested and refused to cooperate which may be considered as an attempt of contributing to the further distribution of illicit copies.

Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always 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:08/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent in the books I am selling and they said that the one was incorrect and that it was not worth anything. This was on August 16 and I am still waiting for the whopping $10 that I am getting now. This is ridiculous they have had the books 6 days and I said fine to them keeping the one and sending my $10 to me paypal and it said I would have it with in 2 business days and still waiting. I want my money
Business Response
Date: 09/01/2022
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 4 items on our venue to be sold at $75.68: The Rise and Fall of the ******** Century: ***************** from 1890-2009 (ISBN: *************), Elementary Statistics: Picturing the World (ISBN: *************), Introductory and Intermediate Algebra (ISBN: *************) and Financial Accounting (ISBN: 9780357132692).

According to **** tracking number **********************, the package was marked as delivered by the mail carrier on 08/12/2022 (********************************************************************************).

After the packages are delivered to our facility, they are usually checked into our warehouse system and processed within 2-5 business days. The package with buyback order #******* was checked in on the fourth business day after delivery on 08/16/2022 and on the same day the books were examined and the order was put on hold due to the fact that the item received did not correspond to the one initially quoted by the customer. After a decision by customers is made within the order dispute, the order is then automatically reprocessed in ***************************************** question took place on 08/18/2022. Once the order is processed, the payment is issued within 1-4 business days.

The payment for buyback order #******* in the amount of $10.35 was issued within 9 business days on 08/29/2022 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 the delayed payment. We are working hard to process all the incoming buyback orders during high seasons, however, we experienced an unforeseen technical issue on PayPal's side that prevented us from processing large payments to our customers, therefore the customer was notified of the delay via email. Once the issue had been resolved, the payment was processed.

Resolution: We have indeed satisfied the customer's offered resolution, since the payment was successfully issued to the customers PayPal account on 08/29/2022, 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: 09/09/2022
Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:08/15/2022
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 was quoted $54.31 for 2 textbooks I sent. After I shipped them I received an email stating the books were counterfeit. (When indeed they were not.) In that email I was told, "the item was surrendered to the identified publisher for further inspection and authentication. If the item is authentic, it will be processed and the original payment will be issued. Otherwise, the publisher reserves the right to dispose of the item and contact you for more details about the purchase. Note that the process may take up to 3-5 weeks."And 6 weeks later, no response of any kind on details of the item. BUT, they did have those exact textbooks up on their **** store now. I have tried everything I can to contact anyone there and only their chat support works. I haven't received a dime from them, and have not received any proof that anything was actually counterfeit in my books. I attached my chat transcript about this serious issue.There's a reason the owner of this company does not want to be known.
Business Response
Date: 08/26/2022
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 $68.13, which was increased by adding 6% coupon to their order and the final offer was equal to $72.22.

Upon processing it appeared that both copies of the item ******* Exam Review for Computed Tomography 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.

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 06/23/2022.

In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:

1) Different cover coloring compared to the original;
2) Different binding glue used;
3) In the original item the access code is printed directly on the cover and not on the separate stickers and is covered by the scratch film, not a sputtering layer.

Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publisher (*****) 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, both copies of the item ******* Exam Review for Computed Tomography ISBN: ************* were passed directly to ***** **** for further investigation. Upon analyzing the items supplied, the publisher confirmed that both copies of ******* Exam Review for Computed Tomography ISBN: ************* were counterfeit. Therefore, the items were handled in concordance 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 book present in the order and totaled $14.36. It was issued via PayPal to the email address provided by the customer upon the order placement on 06/29/2022.

The customer did indeed contact us on 06/23/2022 at 11:22 PM EST, and the response was provided by our representative on 07/06/2022 at 8:18 AM EST to the email address stated in their inquiry and their order details. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. 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.
We have also received a confirmation from the publisher in regards to the access code that was included inside the inauthentic copy of the book ******* Exam Review for Computed Tomography ISBN: ************* that such an access code does not exist in their system, which can only mean that the code provided in the book was not authentic and the copy of the item was counterfeit (please also see attached below).

In regards the copies of the book ******* Exam Review for Computed Tomography ISBN: ************* that the customer located in our **** store, it seems that there have been more than ****************************************************** New condition, which were purchased from one of our bulk sellers. As a matter of fact, one of such copies available for sale in a shrink-wrap has been used as an example of the original edition compared to the inauthentic one sold by the customer in the photographic evidence provided to the customer via email as well as attached here.
Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the response with proof of inauthenticity of the books was provided by one of our representatives and the payment for the authentic book was provided via PayPal accordingly. 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
Customer Answer
Date: 09/08/2022
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]
The company in the original email claimed I would be contacted by the original publisher that they "supposedly" sent it to. Factually that's a lie. I have received ZERO correspondence from them. This company is very good with sending long directionless copy and paste emails that continually contradict themselves. They have done nothing to satisfy me as a customer so I will fight this tooth and nail until they refund me or return my books.

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

Sincerely,

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

Business Response
Date: 10/12/2022
Please be kindly advised that per existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.

The customer sent the item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. **** of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.

Please be kindly informed that the company cannot issue payments for counterfeit books since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.

We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. As it was stated in the email sent to the customer on 06/23/2022, 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.

All the information that can be freely shared by us was supplied to the customer and we hoped for their cooperation regarding this matter.

The company 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

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