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:11/08/2023

  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.

  The date (October 27, 2023) that I sent the 3 *** book in new shrink-wrap. They said they would paid $***** but before they even got the books they said they were counterfeit. The **** tracking information stated that it hadn't been received by them. So, when I emailed them and told them that I have been in contact with the *** publishers and they had told me how to tell if they were counterfeit and these won't. I also asked them what did they discover that made them think that the books were counterfeit. I, also sent them another email stating that they hadn't received the books yet. So, they would know if they were counterfeit. Today, I went to check to see if they had responded to my emails. At first the the website wouldn't recognize my login information. So, I decided to reset my password and then tried to login in with the new information. It then stated that my User Account is disabled. They will make triple off of the books and they can't send me *****. I can't contact them because they disabled my account. I think ************************ should remove them from their website. I dealt with the Booksrun in ************. I choose that location but the website changed it to the ******** location.

  Business Response

  Date: 11/21/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items on our venue to be sold at $11.42.
  
  Upon processing it appeared that all the 3 copies of the item Publication Manual (OFFICIAL) 7th Edition of the ********************************** (ISBN:  9781433832161 ) had their quote adjusted since their authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher.
  
  In this case, the books were suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:
  
  Different color scheme of the cover;
  
  Different glue used on the binding;
  
  Poor page formatting in the inauthentic copy due to the defect binding;
  
  Poor quality of the print.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us via email on 11/02/2023 ,and the response was provided by our representative on 03/02/2023 to the email address stated in their inquiry and their order details providing all the images confirming that the items in question are indeed counterfeit copies. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on 11/15/2023.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 11/30/2023

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

• Initial Complaint

  Date:10/27/2023

  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.

  Sent books for buyback included the original order in the box for several books. The postage for the original order was inadequate and I requested a new postal label. They changed the order on me without asking of giving me a new invoice and only gave me money for two of the several books I sent. I consider this fraud and theft.

  Business Response

  Date: 11/06/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 5 items in "Used - Acceptable" condition on our venue to be sold at $29.11 ($31.00 - $1.89 insurance = $29.11).
  1. Saxon Math, Intermediate 4 (Student Edition)
  2. Advanced Mathematics: *************************** 2nd Edition
  3. Algebra 1: *************************** 3rd Edition (Saxon Algebra 1)
  4. Algebra 2: ************************** (Saxon Algebra)
  5. Saxon Algebra 2: *************************** 2nd Edition
  
  Please be kindly informed that shipping labels for each buyback order are generated automatically by taking into account the total weight of the package. In the case with this order, the label was supposed to cover the weight of 17.87 lbs. However, on 09/26/2023 the customer contacted us requesting a new shipping label that covers 20 lbs. One of our representatives has indeed provided the customer with a new shipping label for buyback order #******* that covers ******************************************************************************************************************** the order were made by the representative while generating a new shipping label.
  
  Upon processing it appeared that the book Saxon Math, Intermediate 4 (Student Edition) (ISBN: ************* ) had its quote adjusted automatically from $6.58 to $3.29 and the book Algebra 2: ************************** (Saxon Algebra) (ISBN: 9781565771406) had its quote adjusted automatically from $9.68 to $4.84 because we received the books with signs of heavy wear. 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.
  
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the books that were not accepted was provided.
  
  However, the customer accepted the adjustments on 10/23/2023, therefore, the order was reprocessed on 10/25/2023. All the letters regarding the order have been sent to the customer's contact email address.
  
  Therefore, the initially offered quote in the amount of $29.11 was adjusted automatically to $20.98 by taking into account the above-mentioned condition changes.
  
  Check #****** for buyback order #******* for the amount of $20.98 was successfully sent to the address the customer provided within the order details on 10/27/2023. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should be delivered before or on 11/24/2023.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the check was indeed sent to the customer on 10/27/2023. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:10/26/2023

  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.

  I was charged the full purchase price for two rental textbooks after I called customer service weeks before the deadline and set up two $15 extensions with them. I called Booksrun customer service this morning to dispute the charge, and they said they didn't have a record of the extension plan I set up. Update: They emailed me to say that they do not provide refunds even though they made these unauthorized charges to my account in error, and confirmed that I did request the rental extension as I explained above. This is a scam.

  Business Response

  Date: 11/09/2023

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a rental order on 07/12/2023 for 2 items: Family Assessment Handbook: An Introductory Practice Guide to Family Assessment (ISBN:  9781285443973 ) for 90 days and  Empowerment Series: Social Work with ********************* Practice and ********* (ISBN:  9781337567916 ) for 90 days with the due date stated as 10/10/2023.
  
  The books were shipped to the customer on 07/13/2023 and according to the information provided by the mail carriers within tracking numbers ******************************; ********************** attributed to the order, the packages were delivered to recipient address on 07/19/2023 at 11:12 am (***************************************************************************************** ; *********************************************************************************)
  
  Since the deadline for the order in question was stated as: 10/10/2023 for both items, before or on this date the books were supposed to be returned to us.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 10/25/2023). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  
  The customer contacted us via phone on 10/11/2023 requesting the rental period for both items in the order to be prolonged till 12/08/2023. One of our representatives has offered the following option of extension: the customer would prolong the rental period for 30 days for each item ( full cost of these extensions would be $60) inside their order details and the rest 30 days (15 days for each item) would be added to the rental period free of charge from our side. Please be kindly advised that our customers have an opportunity to extend their rental period directly in their order details ($15 for 15 days).
  
  However, since the conditions agreed upon with the representative were not followed by the customer, the rental period was not prolonged and the expiry date remained stated as 10/25/2023. Due to the fact that by 10/25/2023 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the items ($63.02 +$97.33) was charged on 10/26/2023. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address. 
  
  After the purchase charge was applied, the customer contacted us via phone on 10/26/2203 concerning about the charge applied as they believed that the rental period was prolonged till 12/08/2023 upon their previous phone conversation. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). They allowed the buyer to return the books in question with further compensation of the purchase price amount ($63.02 +$97.33), once the items are checked back at our facility. 
  
  Please be kindly advised that refunds are usually processed within **** business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned.  Thus, since both items were returned to our facility on 11/07/2023, the purchase price charges were successfully reimbursed to the customer's initial payment method on 11/08/2023. 
  
  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 purchase price 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:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a textbook on October 7, 2023 and was given a buyback price of nearly $70. The book was in prefect condition and was purchased from Amazon. I received and email today stating that they cannot accept the book because it is supposedly counterfeit so they arent paying me anything. Not only am I out shipping costs but now they have my perfectly good book and wont send it back to me.

  Business Response

  Date: 11/06/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 1 item ( Applied Behavior Analysis, ISBN: *************) in "Used - Very Good" condition on our venue to be sold at $68.19 ($ *****  - $1.89 insurance = $68.19).
  
  Upon processing, it appeared that the item  Applied Behavior Analysis, 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.
  
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer, however, we have not received the detailed information.
  
  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) Different paper quality.
  
  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 10/23/2023.
  
  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 in the buyback order in question was passed directly to Pearson for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of  Applied Behavior Analysis, ISBN: ************* is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  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:10/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SCAM!!!!!!!I sent books that I am sure are not counterfeit to Booksrun. They are falsely stating that these are counterfeit, will not return the items, will not pay me for the ones they claimed were not counterfeit, and have kept multiple other books orders I sent in and disabled my account after I tried to reach customer service to email them. They have stolen books and hundreds of dollars from me!!! They will not respond. Horrible company and completely fraudulent!!!!

  Business Response

  Date: 10/23/2023

  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 some items on our venue to be sold at $123.86.
  
  Upon processing it appears that the items Shifting the Balance: 6 Ways to Bring the Science of Reading into the Balanced Literacy Classroom  (ISBN:  9781625315106 ), Pocket Emergency Medicine ( ISBN:  9781975190729 ) and National Electrical Code 2023 (National Fire Protection Associations National 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.
  
  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 10/11/2023.
  
  The payment for the remaining item was issued on 10/13/2023 via PayPal to the email provided by the customer inside their order details.
  
  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 Shifting the Balance: 6 Ways to Bring the Science of Reading into the Balanced Literacy Classroom  (ISBN:  9781625315106 ), Pocket Emergency Medicine ( ISBN:  9781975190729 ) and National Electrical Code 2023 (National Fire Protection Associations National Electrical Code) (ISBN:  ************* ) was passed directly to the corresponding publishers for further investigation.
  
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publishers with all the details on the books in question, the information regarding the origin of the items was requested by us from the customer, however, they did not give us the information requested, thus, contributing to the further distribution of counterfeit items, while such distribution is illicit.
  
  Resolution: We have partially satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  
  BooksRun Team

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sent BooksRun three of my textbooks for a buyback order and they quoted me $22.25 to be sent via check in the mail. I shipped out the books on July 8 this year, it got accepted at their facility and was done processing on July 17, but when the tracker had told me that they had made the payment the next day, July 18, I had waited the entire month with no check ever delivered in the mail.I first contacted them through their Contact Us page, I believe during the month of August but could be earlier or later, with all the details filled out and got no response. I tried to reach out to them again about two weeks ago using their contact email address ********************************* and still no response from them. Both times I told them that the check never came in the mail and to just send the payment via PayPal with the email address I had contacted them with which is also the same one I created the BooksRun account with.I have **** Informed Delivery enabled for the address where the check is to be sent to, but I have still yet to receive any mail from them to this day.

  Business Response

  Date: 10/23/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 3 items on our venue within their buyback order:  Analog Fundamentals: A Systems Approach (ISBN:  9780132933940 ); Integrated Chinese 4th Edition, Volume 1 Textbook (Traditional Chinese) (English and Chinese Edition) (ISBN:  9781622911349 ); Physics for Scientists and Engineers with **************************** Edition  (ISBN:  9780131578494 ).
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $22.25 was successfully sent to the address the customer provided within the order details on 07/18/2023. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 08/15/2023.
  
  However, on 08/11/2023 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal on 10/23/2023 to the email provided by them on 09/27/2023. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  Resolution: We have satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:09/12/2023

  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.

  I received a bid of $42.16 to sell two iClicker2 student remotes to booksrun.com. I printed the bid and took photos of the iClickers2 turned on (to show they are working) as well as the shipping label I was sent (see 4 photos). $20.66 was put in my PayPal account (see photo), so they owe me another $21.50. I tried to chat with them but the chat wasnt responding. I sent two email messages to them in the last 11 days, but no one has responded.

  Business Response

  Date: 09/22/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 2 copies of the item iClicker 2 Student Remote (ISBN: *************) in "Used - Like New" condition on our venue to be sold at  $42.16 ($39.40 + 7% coupon code).
  

  On 08/30/2023 the package under the shipping label attributed to the order in question arrived at our facility, however, one of the items was misplaced in the process of receiving the package. Our processing team is working hard to process all orders speedily though carefully , still, some issues may occur due to the high volume of buyback orders being processed at our facility. 
  

  The payment in the adjusted amount of $20.66 due to the above-mentioned reasons was successfully issued via PayPal on 09/01/2023 to the email address provided by the customer within order details.
  

  The customer did indeed contact us via email and LiveChat on 09/01/2023 when the order had been processed and paid for. Thus, in order to assist the customer correctly, one of our representatives has contacted our processing department and had our processing manager look for the missing item at our facility. Furthermore, the representative has also checked the security cameras from our processing facility in order to make sure that 2 copies of the item iClicker 2 Student Remote (ISBN: *************) were indeed delivered to our warehouse. After further investigation it was confirmed that one of the iClicker 2 Student Remote (ISBN: *************) was indeed accidentally misplaced in the process of receiving the package. 
  

  Thus, by taking into account all the information provided by the customer in the correspondence with our representative as well as photos and video from our security cameras, it was decided that, in order to make up for the inconvenience caused, the payment in the amount of  $19.70 can be issued to the customer's PayPal account in order to reimburse from the misplaced item. The customer confirmed that such a resolution was suitable and therefore, the payment was issued to the customer's PayPal account on 09/20/2023.
  

  Resolution: We have issued the custom payment in the amount of $19.70 to the customer's PayPal account just to make up for the situation which should not affect our business rates, since they confirmed that such a resolution chosen by us in this case is satisfactory.
  

  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:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to sell back a brand new book (still in the wrapper) that I never used at my old school. The quote was for $54.16. After following all of the steps, I tracked my order to find a messaging claiming the books authenticity could not be verified. The book came from the university I was enrolled in. According to the Amazon reviews, this looks like common practice for this company.

  Business Response

  Date: 09/22/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 1 item ( Essentials of Strength Training and Conditioning,  ISBN: 9781718210868 ) in "Used - Like New" condition on our venue to be sold at $52.27 ($54.16 - $1.89 insurance = $52.27).
  
  Upon processing, it appeared that the quote for the item Essentials of Strength Training and Conditioning was adjusted due to the fact that we received item Essentials of Strength Training and Conditioning (ISBN:  ************* ) with a different ISBN.
  Moreover, upon investigating further it appeared that the item Essentials of Strength Training and Conditioning (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 India, ***** 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 09/07/2023.
  
  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 in the buyback order in question was passed directly to Human Kinetics for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Essentials of Strength Training and Conditioning (ISBN: *************) is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  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:09/08/2023

  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.

  I rented 3 textbooks from them, was informed that the estimated delivery date would be between Aug 18- Aug 29. . My class started on the 28th of august. One of the text book did not arrive until the 3rd of September and I had to drop the class because I did not have the required book. I messaged them twice (received automated email stating that I would get a response within 48 hours), no response. I tried calling few times to reach customer service, keep getting Voice mail with no option to leave a message. I've been waiting for over 1.5 hours online for their Livechat and my queue keeps getting pushed back "due to inactivity". This company is horribly ran with no customer service to resolve the issue.

  Business Response

  Date: 09/20/2023

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a rental order on 08/14/2023 for 3 items  Clinical Handbook of Couple Therapy  (ISBN:  *************), Domestic and Family Violence: A Critical Introduction to Knowledge and Practice  (ISBN:  *************) and Issues and Ethics in the Helping Professions (ISBN: *************) for 90 days with the due date stated as 11/12/2023 for all 3 items.
  
  
  Please note that all the items in the order were shipped separately. The item Issues and Ethics in the Helping Professions was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on 08/19/2023 at 2:06 pm, the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on on 08/21/2023 at 2:53 pm  and the item Clinical Handbook of Couple Therapy (ISBN: *************) was shipped to the customer under the tracking number ****************************** (****************************************************************************************) and delivered to recipient address on 08/31/2023 at 2:11 pm. Please note that once the package is accepted at the postal facility, it becomes solely the responsibility of the mail carrier which means that we cannot influence the delivery process in any way. 
  
  
  On 08/27/2023, the customer contacted us expressing concerns about late delivery of the item Clinical Handbook of Couple Therapy (ISBN: *************) and requesting return of the whole order. Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility.
  
  Please be kindly advised that refunds are usually processed within **** business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned. Thus, as soon as the items in the order are returned to our facility and checked into the system, the full refund of the rental price will be issued to the customer's initial payment method. However, we cannot reimburse the amount paid by the customer at the moment due to the fact that, according to the return tracking number ************ (*****************************************************************************************) provided by one of our representatives, the order has not been shipped yet.
  
  
  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. Still, a resolution was provided by one of our representatives and agreement regarding return and refund was reached. 
  
  
  Resolution: We have partially satisfied  the customer's offered resolution as a return shipping label along with return instructions were provided and full refund for the order will be issued to the customer's initial payment method as soon as the package is received at our facility, despite the fact that we do not accept returns of rental orders for a refund since we do not reimburse any charges related to rental orders according to the current policy all our customers agreed to be bound by, in order 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: 09/22/2023

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

  [Your Answer Here]

   The information provided by the company is inaccurate. I was offered a refund for 1 of 3 books, not full refund. So I am still going to be out $100 for books that I couldn't use. 

   

   

   

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

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

  Business Response

  Date: 10/05/2023

  Please be kindly advised that, as it was already mentioned, according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility. 
  
  Please let us bring your attention to the fact that the refund was offered for all three items of the order upon their return to our processing facility. However, only the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was returned to our warehouse with the return shipping label provided by our representative. Thus, full refund was issued to the customer's initial payment method only for the item that was actually received at our facility.
  
  Furthermore, as we strive to assist all our customers promptly yet rationally, as soon as we noticed that only one of the three items were returned, our representative reached out to the customer to ensure that full refund will be issued for the rest of items as soon as they are checked in back into our warehouse system and the order status is changed to Returned. Please be kindly informed that the company cannot compensate for the books that are not physically returned to our warehouse 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. Therefore, the case is considered closed.
  Respectfully,
  ******
  BooksRun Team
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  An error in BooksRun ISBN's check caused a $0 payout, and they will not respond to the customer service inquiry that they asked for. Order #*******.After shipping my books, I received an error saying I had entered the wrong ISBN. I found this hard to believe as the number I had entered brought up the book I was trying to sell, so I took a look at the error. They indicated that my entered ISBN of "*************" did not match the book's ISBN "**********". I instantly understood the error, as they somehow had mixed up the *****13 with the *****10. No worries, clearly a machine (not a human) is scanning these books lightning fast. Had they looked in the inside cover, they would have seen the matching ID. Furthermore, had they checked their own system, they would see the IDs did match. I wrote back the same day to inform them of their misunderstanding. I even notified them that on their own website it showed the ISBNs being one in the same, as they were selling the book I sent them.No response. I got another email 4 days later threatening me that if I did not respond, I would lose the quoted order amount. I once again sent the same email, and then tried to go in to submit a ticket through the website to make sure I was properly reaching customer service. The notification on the website informed me "Don't make duplicate requests, as it will delay your response significantly." So I took that as a sign that maybe the ball was rolling.Nope. Sure enough, a week later after multiple automated emails from them and multiple unread emails from me, Booksrun deleted the book off my itinerary and did not pay me.The kicker? They're now selling the book I sent them on their website, still under the exact ISBN they told me I had misentered.

  Customer Answer

  Date: 09/08/2023

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