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:10/15/2025

  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 submitted textbooks to BooksRun that I had purchased at my school.These books were like new. They were purchased *directly* from the school bookstore.BooksRun claims they are counterfeit books. Even though they were apparently shipped directly from the textbook manufacturer to my bookstore at my university.They were *not counterfeit whatsoever.*BooksRun has a documented history of doing this with other customers. If you read complaints across ******, Reddit, and the Better Business Bureau, youll see hundreds of complaints that BooksRun receives thousands of dollars worth of books, and then they turn around and claim they are counterfeit, they ban students who then lose money completely, while BooksRun turns around and sells these textbooks themselves for full profit.I was scammed out of hundreds of dollars in textbook sales from this company in the past ******** devastated that they would do this to someone.Again, my books were *not* counterfeit. I have no recourse. There is no way to appeal their decision, or to go through a review process. They dont even offer customer service to discuss this.They simply took my textbooks, and I have no way to remedy the situation.These were not counterfeit. They. Were. Not. Counterfeit. Books.And BooksRun essentially stole them from **** am devastated at their dishonest behavior.

  Business Response

  Date: 10/27/2025

  Greetings,
  
  Please allow us to clarify the situation regarding buyback order  to ensure a complete and fair understanding of the matter.
  
  Upon thorough internal review, it has been confirmed that several items submitted by the customer through multiple buyback orders were identified as counterfeit following a detailed inspection conducted by our processing department in cooperation with the respective publishers.
  
  We fully acknowledge the customers statement that the books were purchased directly from the university bookstore. However, it should be noted that, on occasion, counterfeit academic materials may enter legitimate retail and institutional supply chains without the direct knowledge of the distributor. For this reason, BooksRun independently verifies the authenticity of every book received to ensure compliance with federal law and publisher agreements.
  
  As outlined in the BooksRun Terms & Conditions, which every customer agrees to prior to participating in the buyback program, any book determined to be counterfeit cannot be paid for or returned. The handling and redistribution of counterfeit materials are strictly prohibited under Title 18, Part I, Chapter 113, 2320 of the United States Code. Accordingly, counterfeit items are transferred to the publishers for verification and lawful disposal. BooksRun does not retain, resell, or profit from such materials in any capacity.
  
  Additionally, during our review, it was discovered that the customer had created and used multiple accounts on the ********************** platform. Please note that maintaining more than one account violates our Terms & Conditions and may result in account suspension or restricted access. This measure is necessary to preserve transactional integrity and prevent potential misuse of the buyback system.
  
  Nevertheless, as an exception and in recognition of the customers prior positive activity, ********************** management approved and processed payments for all items confirmed as authentic.
  Specifically:
  
  Check #****** for buyback order #*******, check #****** for order #*******, and check #****** for order #******* were successfully sent to the address provided (***********************************************************) on October 10, 2025.
  
  Check #****** for buyback order #******* was sent to the same address on October 14, 2025.
  Delivery typically takes between 3 and 20 business days, depending on location and postal service efficiency. The customer can expect to receive all checks by November 10, 2025.
  
  In addition, payments for orders #*******, #*******, and #******* were successfully issued via ****** on October 10, 2025, to the email address ******************************.
  

  The payment for order #******* was also issued via ****** on October 14, 2025, to the same email address.
  We kindly ask the customer to check their ****** account to confirm receipt of these payments.
  
  Resolution:
  While we sincerely regret the inconvenience experienced, BooksRun must operate strictly within the framework of federal law and its established Terms & Conditions. Counterfeit materials are ineligible for payment or return, and the creation of multiple user accounts constitutes a violation of platform policy.
  
  We wish to emphasize that BooksRun does not, under any circumstances, profit from counterfeit books. Such materials are removed from circulation exclusively through publishers authorized disposal procedures. Payments for all verified legitimate items have been successfully issued as outlined above.
  
  BooksRun remains committed to maintaining transparency, fairness, and compliance with applicable regulations, while ensuring equal treatment for all customers and protecting both consumer and publisher rights.
  
  Respectfully,
  ****
  ******** ****
  

  
  

• Initial Complaint

  Date:10/15/2025

  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 submitted several textbooks to BooksRun that I had purchased at my university.These books were new and like new. They were purchased directly from the bookstore.BooksRun claims they are counterfeit books. Even though they were apparently shipped directly from the textbook manufacturer to my bookstore at my university. They were *not counterfeit whatsoever.*BooksRun has a long, documented history of doing this with other customers. If you read complaints across ******, Reddit, the Better Business Bureau, and more, youll see that BooksRun receives thousands of dollars worth of books, and then they turn around and claim they are counterfeit, they ban honest students who then lose money completely, while BooksRun turns around and sells these textbooks themselves for full profit.I was scammed out of almost $1000 in textbook sales from this company in the past ******** devastated that they would do this to someone.Again, my books were *not* counterfeit. I have no recourse. There is no way to appeal their decision, or to go through a review process. They dont even offer customer service to discuss this.They simply took my textbooks, and I have no way to remedy the situation.These were not counterfeit. They. Were. Not. Counterfeit. Books.And BooksRun essentially stole them from **** am devastated at their dishonest behavior.

  Business Response

  Date: 10/27/2025

  Greetings,
  
  Please allow us to clarify the situation regarding buyback order  to ensure a complete and fair understanding of the matter.
  
  Upon thorough internal review, it has been confirmed that several items submitted by the customer through multiple buyback orders were identified as counterfeit following a detailed inspection conducted by our processing department in cooperation with the respective publishers.
  
  We fully acknowledge the customers statement that the books were purchased directly from the university bookstore. However, it should be noted that, on occasion, counterfeit academic materials may enter legitimate retail and institutional supply chains without the direct knowledge of the distributor. For this reason, BooksRun independently verifies the authenticity of every book received to ensure compliance with federal law and publisher agreements.
  
  As outlined in the BooksRun Terms & Conditions, which every customer agrees to prior to participating in the buyback program, any book determined to be counterfeit cannot be paid for or returned. The handling and redistribution of counterfeit materials are strictly prohibited under Title 18, Part I, Chapter 113, 2320 of the United States Code. Accordingly, counterfeit items are transferred to the publishers for verification and lawful disposal. BooksRun does not retain, resell, or profit from such materials in any capacity.
  
  Additionally, during our review, it was discovered that the customer had created and used multiple accounts on the ********************** platform. Please note that maintaining more than one account violates our Terms & Conditions and may result in account suspension or restricted access. This measure is necessary to preserve transactional integrity and prevent potential misuse of the buyback system.
  
  Nevertheless, as an exception and in recognition of the customers prior positive activity, ********************** management approved and processed payments for all items confirmed as authentic.
  Specifically:
  
  Check #****** for buyback order #*******, check #****** for order #*******, and check #****** for order #******* were successfully sent to the address provided (***********************************************************) on October 10, 2025.
  
  Check #****** for buyback order #******* was sent to the same address on October 14, 2025.
  Delivery typically takes between 3 and 20 business days, depending on location and postal service efficiency. The customer can expect to receive all checks by November 10, 2025.
  
  In addition, payments for orders #*******, #*******, and #******* were successfully issued via ****** on October 10, 2025, to the email address ******************************.
  
  The payment for order #******* was also issued via ****** on October 14, 2025, to the same email address.
  We kindly ask the customer to check their ****** account to confirm receipt of these payments.
  
  Resolution:
  While we sincerely regret the inconvenience experienced, BooksRun must operate strictly within the framework of federal law and its established Terms & Conditions. Counterfeit materials are ineligible for payment or return, and the creation of multiple user accounts constitutes a violation of platform policy.
  
  We wish to emphasize that BooksRun does not, under any circumstances, profit from counterfeit books. Such materials are removed from circulation exclusively through publishers authorized disposal procedures. Payments for all verified legitimate items have been successfully issued as outlined above.
  
  BooksRun remains committed to maintaining transparency, fairness, and compliance with applicable regulations, while ensuring equal treatment for all customers and protecting both consumer and publisher rights.
  
  Respectfully,
  ****
  BooksRun Team

• 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:09/30/2025

  Type:Order 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 wanted to sell a textbook and they quoted me with 60 some dollars and they said that my book was fake so they are not going to pay me and not send it back. My book came from my college bookstore. I even sent receipts but they banned me from messaging and calling

  Business Response

  Date: 10/09/2025

  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: 10/09/2025

  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 included some screenshots from where I purchased the book from my college bookstore. How could it be a counterfeit book if it came from the university? That is my question. I just dont think it is right. How do we know for sure that they aren't receiving a book for free to turn around and resell for profit. 

   

   

  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 allow us to clarify the situation regarding buyback order #******* to ensure a complete and fair understanding of the matter.
  
  After a detailed inspection by our processing department, it was determined that the following item:
  Applied Behavior Analysis, ISBN: *************, unfortunately showed signs consistent with counterfeit production, and therefore its quote was adjusted accordingly.
  
  We completely understand the concern, especially considering that the book was purchased from a university bookstore. However, please be kindly informed that, unfortunately, counterfeit copies may enter the supply chain even through legitimate distributors or resellers without their awareness. This is why we are required to verify the authenticity of each item independently, in cooperation with the respective publisher.
  
  As per our established policy, all customers participating in the buyback program confirm that the items sent to us are genuine copies. Once any counterfeit signs are detected, such books cannot be returned or accepted for payment, as their circulation or resale would constitute a violation of TITLE 18, PART I, CHAPTER 113, 2320 of the **** Code. Items identified as counterfeit are subject to publisher review and subsequent disposal according to legal requirements they are not retained or resold by our company.
  
  Please note that the verification was carried out in cooperation with the publisher, who confirmed the counterfeit status of the item. Correspondence between BooksRun and publishers is confidential and cannot be disclosed to third parties, but such confirmation serves as the legal basis for our determination.
  
  Resolution: While we understand your disappointment, we must act strictly in accordance with our Terms & Conditions and applicable federal law. Therefore, we are unable to process a payment or return for the item in question. Please rest assured that BooksRun does not gain any profit from such cases, as counterfeit items are immediately transferred for disposal and never offered for resale.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your understanding and cooperation. Our companys policy is designed to ensure compliance with copyright law and to protect both our valued customers and the integrity of the educational materials market.
  
  Respectfully,
  ****
  BooksRun Team

• 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:09/24/2025

  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 sent several books after getting them priced by the company. I packaged them according to their policies and the package was verified by three people. They claim that they did not receive some of the books and refused to our their prices for the books. I read the reviews. I would not use them. Its very disheartening.

  Business Response

  Date: 10/06/2025

  Greetings,
  
  We would like to provide a detailed account regarding the customers buyback order #******* and the concerns raised about missing items, in order to ensure a clear and objective understanding of the situation.
  
  The customer shipped a package containing multiple books to our processing facility. According to our records, the package was received on September 10, 2025. Upon arrival, all items were carefully inspected by our receiving staff in accordance with our standard procedures and our Buyback Condition Guide. Each book was checked for authenticity, condition, and compliance with the customers original quotes.
  
  To ensure transparency and accuracy, the transfer of all items from the shipment box to our handling area was recorded on video. The initial footage provided shows the items being removed from the box and placed into the processing basket. Our records confirm that 21 books were received and subsequently processed from this shipment. After the customer expressed concerns regarding missing items, additional video footage was provided to further verify the contents of the package. Both sets of footage were shared with the customer to allow them to review and confirm the items received.
  
  The customer has raised concerns that certain ******************** may not have been accounted for due to the manner in which the items were unpacked. While we acknowledge that the unpacking process involves handling books of various sizes quickly, our inspection process is designed to ensure all items present in the shipment are counted and recorded accurately. Any discrepancies would require clear evidence from the customer showing missing items; our video documentation confirms the number of books received and processed at our facility.
  
  We understand the customers frustration regarding perceived discrepancies in book counts. Our team has been in ongoing communication with the customer to address their concerns. We provided detailed guidance and additional video footage to demonstrate the items received, and we encouraged the customer to review the materials and provide screenshots or evidence of any books they believe were missing. We also explained that our processing team acts under strict guidelines designed to ensure accuracy, transparency, and fairness for both the customer and our company.
  
  Resolution: In accordance with our policies, the customers order was processed and payment was issued for all books verified as received at our facility. The customer has been provided with full documentation of the receiving and processing procedure, including video footage, to ensure transparency. BooksRun adheres to strict procedures designed to protect both the customer and the company, and we remain committed to resolving concerns in a fair and professional manner.
  
  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,
  ****
  ******** ****
  
  

  Customer Answer

  Date: 10/17/2025

  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:
  

  
  

  The business did not unload the books in a manner that could be accurately counted. I could clearly see one of the books the claim to not have. They coincidentally do not have the higher valued books. When unloaded four to five at a time and not in view of a camera fully- they cannot make their claim. I sent all books. They have them. They are a bad business

  
  

   

  
  

   

  
  

   

  
  

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

  
  
  
  Sincerely,
  
  
  *** *****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 10/27/2025

  Greetings,
  
  We would like to provide clarification regarding the customer’s buyback order #******* and the concerns raised about missing items, in order to ensure an accurate and transparent understanding of the matter.
  
  The customer’s package containing multiple books was received at our processing facility on September 10, 2025. Upon arrival, all items were carefully inspected by our receiving team in full compliance with our Buyback Condition Guide and internal procedures. Each book was verified for authenticity, condition, and alignment with the customer’s original quotes.
  
  To ensure full transparency, the entire unpacking and transfer process was recorded on video. The footage clearly shows the removal of all items from the shipment box and their placement into the processing area. Our records confirm that 21 books were received and processed from this shipment. After the customer reported potential discrepancies, additional video footage was reviewed and shared with the customer to allow independent verification of the package contents.
  
  The customer expressed concern that some books might not have been properly accounted for during unpacking. While we acknowledge that books of varying sizes are handled during this process, our procedures are designed to ensure accurate item counts. The available footage confirms the total number of books received and processed, with no indication of missing items.
  
  We fully understand the customer’s frustration and have maintained ongoing communication to address their concerns. Additional materials and video evidence were provided for review, and the customer was encouraged to share any screenshots or proof of missing books for further investigation. Our processing operations follow strict internal controls to guarantee accuracy and fairness for all parties.
  
  Resolution:
  In line with our policies, the customer’s order was processed in full, and payment was issued for all books verified as received at our facility. The customer has been given comprehensive documentation, including video footage of the receiving process, to ensure full transparency. BooksRun consistently adheres to established procedures aimed at protecting both the customer’s and the company’s rights, and remains committed to resolving any concerns in a professional and equitable manner.
  
  We value every customer’s feedback and understand the importance of honest impressions regarding our service. However, we also encourage that such feedback remain fair and objective, as our company continually strives to maintain the highest standards of quality, transparency, and reputation.
  
  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,
  ****
  ******** ****