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:10/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/23/2023

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

• Initial Complaint

  Date:09/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/22/2023

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

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

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

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

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

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

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

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/22/2023

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 1 item ( Essentials of Strength Training and Conditioning,  ISBN: 9781718210868 ) in "Used - Like New" condition on our venue to be sold at $52.27 ($54.16 - $1.89 insurance = $52.27).
  
  Upon processing, it appeared that the quote for the item Essentials of Strength Training and Conditioning was adjusted due to the fact that we received item Essentials of Strength Training and Conditioning (ISBN:  ************* ) with a different ISBN.
  Moreover, upon investigating further it appeared that the item Essentials of Strength Training and Conditioning (ISBN: ************* ) had its quote adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as India, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on 09/07/2023.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to Human Kinetics for further investigation. Upon analyzing the details supplied, the publisher confirmed via phone that the copy of Essentials of Strength Training and Conditioning (ISBN: *************) is counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 09/20/2023

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer placed a rental order on 08/14/2023 for 3 items  Clinical Handbook of Couple Therapy  (ISBN:  *************), Domestic and Family Violence: A Critical Introduction to Knowledge and Practice  (ISBN:  *************) and Issues and Ethics in the Helping Professions (ISBN: *************) for 90 days with the due date stated as 11/12/2023 for all 3 items.
  
  
  Please note that all the items in the order were shipped separately. The item Issues and Ethics in the Helping Professions was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on 08/19/2023 at 2:06 pm, the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was shipped to the customer under the tracking number ********************** (********************************************************************************) and delivered to recipient address on on 08/21/2023 at 2:53 pm  and the item Clinical Handbook of Couple Therapy (ISBN: *************) was shipped to the customer under the tracking number ****************************** (****************************************************************************************) and delivered to recipient address on 08/31/2023 at 2:11 pm. Please note that once the package is accepted at the postal facility, it becomes solely the responsibility of the mail carrier which means that we cannot influence the delivery process in any way. 
  
  
  On 08/27/2023, the customer contacted us expressing concerns about late delivery of the item Clinical Handbook of Couple Therapy (ISBN: *************) and requesting return of the whole order. Please be kindly advised that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility.
  
  Please be kindly advised that refunds are usually processed within **** business days after the items delivery date as soon as the item is checked in back into our warehouse system and the order status is changed to Returned. Thus, as soon as the items in the order are returned to our facility and checked into the system, the full refund of the rental price will be issued to the customer's initial payment method. However, we cannot reimburse the amount paid by the customer at the moment due to the fact that, according to the return tracking number ************ (*****************************************************************************************) provided by one of our representatives, the order has not been shipped yet.
  
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, and for that reason, we are available via email, phone and LiveChat, however, due to a high season, some issues might have indeed occurred. Still, a resolution was provided by one of our representatives and agreement regarding return and refund was reached. 
  
  
  Resolution: We have partially satisfied  the customer's offered resolution as a return shipping label along with return instructions were provided and full refund for the order will be issued to the customer's initial payment method as soon as the package is received at our facility, despite the fact that we do not accept returns of rental orders for a refund since we do not reimburse any charges related to rental orders according to the current policy all our customers agreed to be bound by, in order to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  ******
  
  BooksRun Team

  Customer Answer

  Date: 09/22/2023

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

  [Your Answer Here]

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

   

   

   

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

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

  Business Response

  Date: 10/05/2023

  Please be kindly advised that, as it was already mentioned, according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9), but in this case, our representative made an exception and provided a return shipping label and offered a full refund of the rental price itself once the books are received back at our facility. 
  
  Please let us bring your attention to the fact that the refund was offered for all three items of the order upon their return to our processing facility. However, only the item Domestic and Family Violence: A Critical Introduction to Knowledge and Practice (ISBN: *************) was returned to our warehouse with the return shipping label provided by our representative. Thus, full refund was issued to the customer's initial payment method only for the item that was actually received at our facility.
  
  Furthermore, as we strive to assist all our customers promptly yet rationally, as soon as we noticed that only one of the three items were returned, our representative reached out to the customer to ensure that full refund will be issued for the rest of items as soon as they are checked in back into our warehouse system and the order status is changed to Returned. Please be kindly informed that the company cannot compensate for the books that are not physically returned to our warehouse since such actions could be viewed as fraud or money laundering.
  
  The seller carefully follows all the rules and regulations imposed within which the customer also approved to cooperate. Thus, all actions were taken in concordance with the existing policy without any abuse of authorities. Therefore, the case is considered closed.
  Respectfully,
  ******
  BooksRun Team
  
  

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 09/08/2023

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

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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.

  The check I was sent from this company ended up bouncing and as a result, I paid a $15 fee on top of never receiving payment for the book I sold to this company. Absolutely disappointing.

  Business Response

  Date: 08/29/2023

  Greetings,

  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 1 item on our venue to be sold at $17.90.
  
  Upon processing it appeared that the book HDEV, ISBN: ************* had its quote adjusted automatically from $17.90 to $17.55 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Like New" condition initially quoted by the customer. The condition was changed to "Used - Very Good", and its quote changed accordingly within the established policy. 
  
  
  
  After the package of the order was delivered to our facility and the book wasexamined, the order was processed and check #****** for buyback order #*******  for the amount of $17.55 was successfully sent to the address the customer provided within the order details on 08/02/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 07/14/2023. 
  
  
  Please note that we are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. However, the customer never contacted us directly.
  
  In case the check received bounced and could not be cashed out, it seems that an attempt to cash out a check resulted in a charge by the bank. Please be advised that all the basic information required by the bank is contained in the numbers located at the bottom of the check, which include Routing Number, Account Number and Check Number. If some information is lost during the scan, the checks cannot be cashed out for one reason or another, in this case due to the account being closed. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed, and the check was never scanned prior to that. Please also note that such an issue may arise if the bank workers do not scan the check properly, if parts of routing or account numbers get lost during scanning, thus it seems to the system that there's no money in our account.
  
  However, we have consulted our ********************* on the issue and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering. According to the information provided by the bank, check #****** was successfully cashed on 07/05/2023 by the customer directly, and there was another attempt to cash the same check on 08/07/2023, which resulted in a charge by the bank. Please note that these actions can be viewed as money laundering. 
   
  Resolution: We cannot satisfy the customer's offered resolution, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team 

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent several books in great condition to booksrun..They gave me a quote of $95 dollars...Now that they have all my books they have adjusted my buyback value to **** for several books..They say due to cigarette smoke. There is no where in there policy about how a book smells..The pages are not yellowed or damaged..You text for support and get a bot..you called the number and NOONE picks up..Total scam

  Business Response

  Date: 08/23/2023

  Greetings,

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

  It appears that the customer quoted 8 items in "Used -  Used - Like New" condition on our venue to be sold at  $95.34 ($97.23 - $1.89 insurance).
  
  Upon processing, it appeared that the quote for  5  initially quoted item (Professionalism: Skills for Workplace Success ISBN: *************; Technology: A World History (New Oxford World History) ISBN: *************; The Language of Medicine ISBN: *************; Business English 13th Edition (LL) ISBN: *************; ****************** A Revenue Cycle Process Approach  ISBN13: *************) was adjusted due to the fact that we received books with a strong cigarette smell.
  
  According to the current Terms & Conditions, books with cigarette smell or any other strong odor are not accepted within our buyback program or may have their quotes adjusted significantly. Thus, the customer initially breached the agreement by sending unusable books. According to the buyback acceptance criteria, such items are not eligible for buyback program as they are not desired by wholesalers and individual buyers due to its condition. 

  Since the quote got adjusted on 08/09/2023 09:53 am, the order was put on hold for 7 days, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer.

  The customer indeed accepted the adjustment of 2 items and declined the adjusted quote for books Professionalism: Skills for Workplace Success ISBN: *************; The Language of Medicine ISBN: *************; ****************** A Revenue Cycle Process Approach  ISBN13: *************, and requested the return of these 3 books  on 08/10/2023 11:22 pm, after the compensation of the shipping cost. Books were shipped back under the **** tracking number **********************  and delivered to the destination on August 16, 2023, 10:57 am. Please see the tracking information: **************************************************************************************;
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.

  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided.
  
  The payment in the adjusted amount of  $21.21 due to the above-mentioned reasons was successfully issued via PayPal the customer provided in their order details on 08/15/2023 10:27 am.

  Resolution: We cannot  satisfy the customer's offered resolution, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  

  Respectfully,
  *****
  BooksRun Team

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complete scam. They quoted me a price for my textbook. Once I sent it in, they ripped the cover and claimed it was damaged and never sent me my check. Garbage people. Complete scammers. I want the money I deserve and was quoted for the book. They dont respond, dont email back and no one picks up the phone. order number: *******

  Business Response

  Date: 08/23/2023

  Greetings,
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  It appears that the customer quoted 1 book in their buyback order in "Used - Very Good" condition on our venue to be sold at $73.80. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. 
  Upon processing it appeared that the copy of Sports Law and Regulation: Cases, Materials, and Problems [Connected eBook] (Aspen Casebook) (ISBN: *************) had its quotes adjusted automatically because we received the book with a broken binding and detached pages that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Pictures of the ******************** were attached inside the order and to this letter.
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ******************** with signs of heavy wear cannot be accepted for our buyback program or their quotes will significantly change. Therefore, the initially offered quote in the amount of $73.80 was adjusted automatically to $0.00 by taking into account the above-mentioned condition change.
  The fact that the book in question has broken binding and detached pages implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering. Please find the image o the book attached. 
  Due to the unforeseen technical glitch in the system, the customer was not informed about the quote adjustment via email as it should have been, however after contacting us on July 27, 2023, they were offered a 50% of the initially offered quote despite the fact that the book was delivered to us in a "Damaged - Unusable" condition. The first offer was declined, and the representative offered a 70% of the initial quote in the amount of $51.66. The customer found this amount suitable, and the check was shipped to the customer's address on August 23, 2023. Delivery of the check usually takes up from 3 to 20 business days depending on the proximity  to the location and the work of the mail carrier.  We hope the payment is received by them as soon as possible. The check in the adjusted amount should arrive by September 21.
  Resolution: We have satisfied the customer's offered resolutions which should not affect our business rates, since the payment was issued in agreement with the client based on the condition alternation of the book. 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:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a book to booksrun titled P.O.W.E.R Learning for sell and receive a buyback order #*******. I never received payment to my PayPal of $30.05 (buyback amount) for the sell but was told by a young lady that I would receive payment once the book was received in a few days after I was lied to and told that I would receive payment immediately to PayPal once the book was processed with ***** and that check payments takes a few days to come in the mail. Had I received accurate information about how payments are made and buyback policy, I would have never sold the book to them I would have went elsewhere. A few days later (which is today) I received an email stating that there was an adjustment to the buyback amount due to some issues with the book but they never specified in the email or the order details what was actually wrong with the book which was in good condition btw. They stated that I would receive $0 for the book, and instead had to pay $8.95 in order to have the book returned. So I was able to ship the book for free but now I have to pay to have it returned. I tried calling again but no one answers the phone. Absolute SCAM and total ripoff. I will never do business with them ever again.

  Business Response

  Date: 08/10/2023

  Greetings,

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

  It appears that the customer quoted 1 item (P.O.W.E.R. Learning: Strategies for Success in College and Life ISBN: 9781264201365, PAPERBACK) in "Used - Very Good" condition on our venue to be sold at $30.05 ($31.94 - $1.89 insurance = $30.05).
  
  Upon processing, it appeared that the quote for the item P.O.W.E.R. Learning: Strategies for Success in College and Life was adjusted due to the fact that we received a LOOSE-LEAF Loose Leaf for P.O.W.E.R. Learning: Strategies for Success in College and Life (ISBN: 9781264448166)   with a different ISBN.
  Moreover, the loose-leaf received had its quote adjusted automatically to $1.13 because we received the book in a "Used - Very Good" condition, not a New copy. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. In case with a loose-leaf book, its quote was adjusted accordingly, and the customer was notified via email immediately. 
  
  The customer indeed called our customer support on 07/20/2023, to learn the exact date the payment should have been issued. We informed them that the package was in transit, and the payment is usually issued via PayPal within the next few business days after the order processing. The order was received on 07/25/2023 11:55 am and processed on 07/26/2023. We have no interest in deceiving or holding the payment from clients. The customer has received general information, which is also set out in our policy.
  

  The order stayed on hold since 07/26/2023 till 08/02/2023, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 08/04/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.

  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.

  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.

  Respectfully,
  *****
  BooksRun Team
  

  
  

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Booksrun to sell my college books, one book was purchased in a binder, and the first quote was roughly $77. After requesting through their website that my Psychology book be returned to me, less the shipping expense, I received a check for $45.67, I spoke to several representatives through their site that said someone would get back to me. I've continued to reach out and advised I would not cash the check as it was incorrect, and I have not yet gotten my book back. Time and time again I kept getting the same response" the rep. handling your case will get back to you within a week." Well, here were are almost five months later, and I have an expired check, which is now worthless. I have not received my book back. The company has ignored all of my requests. To summarize, they have my books, but they didn't return my one book, after a price change, nor did they send me the proper check. With these delays, they effectively have the books that I paid for, for FREE. Check from Capitol One number ****** has expired since they have yet to resolve this matter.

  Business Response

  Date: 08/10/2023

  Greetings,

  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  It appears that the customer quoted 4 items in "Used -  Used - Like New" condition on our venue to be sold at  $73.84.
  
  Upon processing, it appeared that the quote for  the  initially quoted item Understanding Psychology ISBN: 9781260194524, Hardcover was adjusted due to the fact that we received book LOOSE-LEAF Loose Leaf for Understanding Psychology (ISBN: *************)   with a different ISBN.
  
  Moreover, the loose-leaf received had its quote adjusted automatically to $3.05 because we received the book in a "Used - Good" condition, not a New copy. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. In case with a loose-leaf book, its quote was adjusted accordingly, and the customer was notified via email immediately.
  
  The customer indeed contacted us after the order had been no longer eligible for the return, but we were never informed that the payment had not been received. The order stayed on hold since 02/10/2023 till 02/17/2023, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 02/19/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.
  Check #****** in the adjusted amount of $45.67 due to the above-mentioned reasons was successfully sent to the address the customer has provided on 02/21/2023. Since the check cannot be cashed, we have already contacted the customer to receive the necessary information in order to proceed with the payment reissue, either via PayPal or by check. Once we have received the confirmation, the payment will be issued within the next 1-2 business days to the preferable payment method. 
  Resolution: We can partially satisfy the customer's offered resolution once we receive the confirmation from them how they would prefer to receive the payment in the adjusted amount, 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