Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  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:10/06/2025

  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.

  My problem is that this is a fraudulent company and its been able to continuously do this for many many years and it is not it is not cool that its able to continue to do this like nobody has any rights with this company. They can just do whatever what are they doing the mafia?

  Business Response

  Date: 10/15/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  Upon taking a closer look at the books, our processing department determined that the item such as: ******* Exam Review for Computed Tomography, ISBN ************* had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the 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 an 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. 2320 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 or books that are not eligible for the buyback program 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. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  Therefore, the payment for the remaining items in order #******* was successfully issued on 10/07/2025 via ****** to the email stated by the customer.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:10/02/2025

  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 9 books to books run for their buyback program I bought these books from my school however they are telling me my books are counterfeit and they can not verify the authenticity of the books my original quote was $229 and they have so far lowered it to significantly so far by $100 they are stealing the books and the money that was quoted and I still have not received a refund. They do not send the books back to you and these books are expensive I have been waiting a week and every day another book is not authentic to them. I just want the refunded amount that I was quoted. Stealing from people is just not right.

  Business Response

  Date: 10/14/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  Upon taking a closer look at the books, our processing department determined that the items such as:
  1.Introduction to Group Work Practice, An (Connecting Core Competencies) ISBN: 9780134058962
  2.DSM-5-TR Made Easy: The Clinician's Guide to Diagnosis ISBN: 9781462551347
  3.The Body Keeps the Score: Brain, Mind, and Body in the Healing of Trauma ISBN: 9780143127741
   had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the 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 an 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. 2320 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 or books that are not eligible for the buyback program 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. The publisher indeed confirmed that the items are counterfeit via email. 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.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully
  ****
  BooksRun Team
  
  

  Customer Answer

  Date: 10/14/2025

  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 can accept the fact that 3 of the books I sent were considered to be counterfeit by books run. However I sent them 9 books in total and they are refusing to pay me for the other 6 even though I had no knowledge of the 3 to be counterfeit. This is stealing from people and they should be ashamed of themselves. I am not the first ****** to make a complaint like this I would be happy with the payment from the other 6 books that I sent them. 

   

   

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

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

  Business Response

  Date: 10/22/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  We understand the customers frustration and sincerely apologize for the inconvenience caused. However, after inspection it was determined that counterfeit items were detected within the submitted buyback shipment. Please be advised that, pursuant to our Terms & Conditions, Users account is subject to immediate disabling in case counterfeit books are detected in User's buyback order without any possibility of being re-activated. All items quoted become the property of BooksRun without any possibility of return and payment.
  
  Accordingly, the entire shipment is withheld from return and payment. This action is necessary to comply with federal law and to prevent potential redistribution of counterfeit materials. The affected items are subject to secondary verification with the relevant publishers; such verification is mandatory and is conducted to ensure regulatory compliance and protect all parties involved.
  
  We recognize this outcome is disappointing and regret any hardship it may cause. Please be assured that BooksRun applies these measures only after verified findings and in strict accordance with legal and contractual obligations.
  
  Resolution: In line with our Terms & Conditions and the results of the verification process, we cannot satisfy the customers requested resolution to return the items or to issue payment for the shipment. All procedures were followed in accordance with our policies designed to protect both customers and the company. We remain available to provide any additional clarification regarding our process, and we will continue to cooperate with publishers as required.
  
  Respectfully,
  ****
  BooksRun Team
  
  

  Customer Answer

  Date: 10/22/2025

  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 is stealing from people just about every single person that sends them books  they claim to be counterfeit so they do  it have to pay them out ***** be ware DO NOT SEND THIS COMPANY YOUR BOOKS. Here we are paying hundreds of dollars for books and they just lie and say they are counterfeit. Maybe its about time someone starts a class action lawsuit suit this company just keeps saying federal law this and federal law that and thats the only thing they have backing them up. They are a joke and I am done with them! 

   

   

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

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

• Initial Complaint

  Date:09/26/2025

  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.

  Bookrun gave me an estimate on buy backs of my texts books that were purchased from my campus bookstore at the beginning of the summer 2025 session. They have reported one counterfeit and will not return it nor release funds from the other books. This book was purchased at my campus bookstore and I used it for class with no issues. Theyre thieves. They will keep it and sell it. Unethical and they need to be shut down.

  Business Response

  Date: 10/06/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #*******  to proceed further with the required resolution appropriate for all parties engaged:
  
  Upon taking a closer look at the books, our processing department determined that the item such as:
  Counseling Theory and Practice ISBN ************* had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the 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 an 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. 2320 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 or books that are not eligible for the buyback program 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. The publisher indeed confirmed that the items are counterfeit via email. 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.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully
  ****
  ******** ****
  
  

• Initial Complaint

  Date:09/23/2025

  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.

  On 9/9 my order was calculated and approved for shipping. That same day it was taken to the post office and shipped. From 9/9-9/12 it was moving through the **** network, and then marked delivered on 9/12. My order was marked received, then switched to on hold. Ive reached out MANY times to inquire about updates, and to ask when I can expect payment. I keep getting the runaround. They initially said that sometimes the process just takes longer. Then they said one of my books (7th edition APA publication manual), has a higher chance of being counterfeit so theres a more thorough process. After multiple follow *** and requests for payment, they then said I needed to provide proof of where I purchased the book originally. Even after providing that proof, I still cant get a real answer, and still have yet to receive payment for my books that they agreed to pay me for.

  Business Response

  Date: 10/03/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged
  
  
  The order was shipped by the customer on September 9, 2025, and marked delivered to our processing facility on September 12, 2025. After arrival, the order was temporarily placed on hold, since one of the books submitted  Publication Manual of the **********************************, 7th Edition (ISBN 9781433832161)  belongs to the category of titles with a high risk of counterfeit. According to our internal policy, such items require additional inspection to ensure their authenticity before payment can be issued.
  
  The customer was notified of this procedure and was asked to provide proof of purchase. After the documents were reviewed, the book was verified as authentic. Accordingly, the order was released from hold and processed on September 24, 2025. The payment was issued shortly afterwards, on September 26, 2025, and the corresponding notification was sent to the customers contact email.
  
  We sincerely regret the inconvenience caused by the delay, as we understand the customer was expecting faster resolution. To make up for the inconvenience and demonstrate our goodwill, we also provided a complimentary coupon adding 8% value to the customers next buyback order.
  
  Resolution: The payment has been successfully completed, and the matter is closed. BooksRun acted fully within its policies designed to prevent counterfeit distribution, while ensuring the customer ultimately received the funds due for the order.
  
  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: 10/06/2025

  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:09/21/2025

  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.

  Booksrun Stole From Me. Booksrun keeps your books and do not pay you!I sent a number of books to BooksRun after researching which online company would give me the most money for my used books. The amount of money that would pay me for my books amounted to a couple hundreds of dollars. My order was originally lost by Booksrun. I had to call multiple times for them to properly process my order. With in a few days, they noted that they could not process two of my books and would not pay hundreds of dollars that they quoted for my books. I ask for my books back but they will not send my books back. I politely ask them multiple times to return my property but they denied me each time. They kept my books with out a justifiable reason and never paid me the hundreds of dollars that they owe me. Please do not use this company they will quote you a large amount of money for your books and then keep your books with out payment.

  Business Response

  Date: 10/01/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order to proceed further with the required resolution appropriate for all parties engaged:
  
  Upon taking a closer look at the books, our processing department determined that the items had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the 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 an 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. 2320 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 or books that are not eligible for the buyback program 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. The publisher indeed confirmed that the items are counterfeit via email. 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.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:09/16/2025

  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 contacted books run to get an estimated price to return my used books. They gave me estimated price for two books.Then one book that they reduced the estimate by half and the other book they claimed was counterfeit. They have refused to pay me or return my books to me. I think this is a bogus claim and they are just trying to my books and resell them for free.

  Business Response

  Date: 09/29/2025

  Greetings,
  

  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  

  Upon taking a closer look at the books, our processing department determined that the item such as: Applied Behavior Analysis ISBN: ************* had its quote adjusted since its authenticity could not be verified.
  

  Please be kindly advised that per the 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 an 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. 2320 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 or books that are not eligible for the buyback program 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. The publisher indeed confirmed that the items are counterfeit via email. 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.
  

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

  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  

  Respectfully
  ****
  BooksRun Team

  
  

  Customer Answer

  Date: 09/30/2025

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

  I know that my book, Applied Behavioral Analysis (****** et al. 2023) Is not a counterfeit because I purchased it from the publisher for over $100. Books Run is claiming it is a counterfeit so they do not have to pay me or (according to them) return the book to me. Then they will sell that book to somebody else for profit.
  It is not their responsibility to police counterfeit books. Their responsibility is to pay the customer for the book that they received or return the book to the customer. There have been numerous complaints against this company exactly like mine. I wish I had read the reviews before I sent my book to this company.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 10/07/2025

  Greetings,
  
  We would like to clarify the situation regarding buyback order #******* to provide a clear understanding for all parties involved:
  
  Upon review by our processing department, it was determined that the book Applied Behavior Analysis, ISBN: ************* had its quote adjusted because its authenticity could not be verified.
  
  Please note that under BooksRuns policy, which all customers agree to upon participating in our buyback program, users guarantee that any item sent is a legitimate copy. Items showing signs of counterfeit cannot be accepted for buyback or returned, as distribution of such books violates TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such books are subject to immediate disposal by the publisher, and our facility does not retain them.
  
  As a result, the company cannot issue payment for books that are counterfeit or otherwise ineligible for buyback, since doing so could be considered illegal. Our actions fully comply with US law and company policy. The publisher confirmed the items are counterfeit, and any direct communication with the customer regarding this confirmation is handled at their discretion.
  
  Resolution: We cannot honor the customers requested resolution, as our policies and terms and conditions are strictly followed to protect both customers and the company. ********************** maintains transparent procedures and acts based on verifiable evidence.
  
  While customers are welcome to share their opinions online, we strive to ensure that feedback remains fair and factual. We have presented all relevant information for objective review and hope for a thorough and reasonable consideration of the matter.
  
  Respectfully,
  ****
  ******** ****

• Initial Complaint

  Date:09/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a book for school. The semester has started, and we are in week 3. The tracking number shows that the book was delivered days ago, yet there is no book. I have looked everywhere the post office would have possibly put it. I tried reaching out to booksrun.com through chat and over the phone. There is no way to speak to a person, even though their hours are listed as 4 am-9 pm EST in the phone message. It is 4:20 pm, and the chat indicates that it is outside business hours, with someone expected to be back tomorrow. There is NO way to speak to a person over the phone; everything is an option that eventually hangs up on you. I was trying to find a resolution to the missing book so I could complete my work. At this point, I would like a refund and I'll go elsewhere to purchase the book.

  Business Response

  Date: 09/23/2025

  Greetings,
  

  Please let us explain the occurred situation regarding the customers order to proceed further with the required resolution appropriate for all parties engaged.
  

  According to the tracking details provided by the shipping carrier, the package associated with the customers order was marked as successfully delivered to the shipping address indicated at checkout. Despite this confirmation, the customer contacted us and reported that the book had not been located at their residence even after thoroughly checking all possible delivery areas.
  

  BooksRun adheres to its transparent Terms and Conditions, which state that the responsibility for the package transfers to the customer once the carrier confirms delivery. Under normal circumstances, any claims regarding loss or misplacement after delivery must be addressed directly with the shipping carrier, as they retain sole responsibility for the package at that stage. Our team provided the customer with detailed guidance on how to initiate a claim with the carrier and supplied all relevant tracking information for their convenience.
  

  Nevertheless, we fully understand the customers frustration with this situation and remain committed to providing high-quality service and ensuring customer satisfaction. Therefore, as an exceptional measure that goes beyond our standard policy, BooksRun issued a full refund for the order amount. This resolution was provided in good faith and as a demonstration of our willingness to resolve the matter amicably, even though liability did not lie with us in this case.
  

  Resolution: The customer has received a full refund for their order. While this exception exceeds our contractual obligations, it was granted in order to reach a fair settlement and maintain the trust of our valued customer.
  

  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:09/04/2025

  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.

  Hello,I need to return a rental book associated with my bank account to avoid further charges. ***, who directed me to call ************** for a return label.I have called this number three days in a row, but the automated message always tells me to call back at 4 a.m. EST. Since I'm in a different time zone, this is very difficult. I never even used the book because a classmate gave me one for the semester.Could you please send a return label to my email? I want to make sure I get the book back to you on time so I am not charged the full price.Thank you.

  Business Response

  Date: 09/18/2025

  Greetings,
  
  Please let us clarify the situation regarding the customers rental return request in order to provide a transparent resolution.
  
  The customer contacted us about returning a rental book for order #*******, reporting difficulties in reaching our phone support and requesting a prepaid return label. Due to the peak season, our response was delayed, for which we extended our apologies.
  
  After verifying the order, we promptly provided the customer with the correct details and direct access to their rental account. The requested return label was made available, and the customer confirmed receipt of our instructions.
  
  Resolution: The matter has been fully resolved, and the customer has the necessary information and tools to complete her return in a timely manner without incurring additional charges.
  
  Respectfully,
  ****
  ******** ****
  
  

  Customer Answer

  Date: 09/26/2025

  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:08/30/2025

  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.

  BooksRun significantly reduced my textbook buyback payout without providing adequate proof of damage, a pattern consistent with numerous other customer complaints.Complaint Description:I recently sold several textbooks to BooksRun through their online buyback program. My original quoted offer was reduced by $33.36 after the company claimed some books were in "poor condition." However, I had taken clear photos and videos before shipping that showed the books were clean, undamaged, and in excellent condition.BooksRun failed to provide:Any high-resolution photos or videos showing alleged damage.Proof that the photos (if any) correspond to the actual books I sent.Visual documentation of the package upon arrival or opening.A copy of the original quote with clear details on deductions.When I asked for this information, I received no sufficient response or transparency. Whats most troubling is that this issue is not isolatedmany online reviews and complaints describe a recurring pattern: customers send in ******************** in good condition, only to receive significantly lower payouts with vague or unsupported claims of damage.BooksRun appears to be taking advantage of customers by offering competitive quotes, only to arbitrarily downgrade books once receivedwithout credible documentation or a path for appeal. This conduct is deceptive, unethical, and borders on fraudulent.I am requesting:Immediate release of all photographic/video evidence for the books they downgraded.A refund of the $33.36 deduction or the return of all my books at no cost.Full investigation into their book assessment and customer service practices.I hope the ******************** will take this complaint seriously and examine this company's ongoing pattern of questionable business practices. Honest customers should not be penalized or dismissed without ***************** Name: BooksRun Website: ********************************** Order #: ******* Complainant Name: ******* ******

  Business Response

  Date: 09/12/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged.
  
  BooksRun is eager to provide high quality service to the customers, and we have no interest in deceiving or holding the payment from clients. However, we strictly adhere to our transparent Terms & Conditions, which every customer agrees to once placing an order. We do care about the quality of the books we sell and therefore impose regulations regarding their acceptance. Such regulations are clearly outlined in our acceptance criteria as well as Buyback Condition Guide. Price quotes may be adjusted in case the item's condition differs from the condition originally quoted, which is exactly the matter with the customers order.
  
  Upon receipt of the customers package, several ******************** were identified with signs of heavy wear, including liquid stains, wrinkled or torn pages, and excessive highlighting. According to our policy, such items cannot be accepted in the originally quoted condition and therefore their quotes were automatically adjusted. A detailed breakdown of these adjustments was communicated to the customer directly.
  
  Additionally, two books initially quoted by the customer were not shipped to us at all, which also impacted the final payout. As a result, the order was processed in accordance with our workflow, and the payment in the amount of  $327.59 was issued to the customer.
  
  We do understand the customers frustration when the final payout appears lower than the original quote. Nevertheless, our processing department acts strictly within the framework of our policy to ensure fairness for all customers. The customer also had the option to decline the adjusted quote and request the return of the items; however, since no such request was received within the required timeframe, the order was processed automatically.
  
  Nevertheless, in order to amicably resolve this dispute and as the highest gesture of courtesy, we offered the customer an additional goodwill payment of $39.19 as an exception. This was communicated as a final compromise solution, since the order was processed in full compliance with our policies and acceptance standards.
  
  Resolution: We cannot satisfy the customers full requested 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,
  ****
  ******** ****
  
  

• Initial Complaint

  Date:08/23/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received the book that I ordered, and after complaining, I never received a refund either.On July 19, 2025, I ordered a book for $24.67, order number *******, from the website. The seller was named ******** Books. After not receiving the book after a month, I asked the seller for a tracking number. They never responded. I complained to Booksrun, and then received a confusing thread of emails. ******** Books finally responded and asked if I wanted them to send another book when they got them in stock again or receive a refund. I never received a response or a refund. It has been over two weeks.I question the reality of this website and whether ******** Books is an actual seller or just something that Booksrun made up.

  Business Response

  Date: 08/31/2025

  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 purchase order on 07/19/2025. After the order is shipped from our side, and the tracking information is provided, the rest is up to the mail carrier since actual delivery time depends on various factors, such as proximity of the location processing facility, the volume of shipments, weather, and more.
  
  According to the tracking number attributed to the order  the package was  lost in transit due to a certain irresponsibility of the mail carrier as there are no updates.
  
  The customer indeed reached out to us via email requesting a full refund on 08/09/2025. One of our representatives replied to the inquiry on 08/10/2025 that the order was still in transit to the destination. Please be informed that a full refund of the shipping cost  was issued, and, as a possible resolution to the situation caused by the delay on behalf of the mail carrier, we asked them to wait for the delivery, and in case the book is not received by that date, a full refund would be initiated without any further delays. 
  
  After that, the customer reached out to us once again on 08/24/2025 requesting full refund. In response to that email, our representative issued a full refund for the order to the customer's initial payment method on 08/28/2025. The amount should appear at the account within the next 5 business days.
  
  Resolution: We have satisfied the customer's offered resolution as a full refund was issued 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: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Some of what they wrote was not true (I never received a tracking number; it wasn't until the 28th that I was offered a refund from Booksrun), but I did finally receive a refund after complaining about the business to the BBB. I would never do business with them again, but the matter has been resolved.
  
  Sincerely,
  
  *********** *******