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

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  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:07/19/2023

  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 sold my textbooks from last semester in graduate school back to this company for an agreed upon rate ahead of mailing the books to them. Two of the textbooks were brand new and they sent an email make to me stating these ***** new never used books were in poor condition and they would only pay me a fraction of the agreed amount. Additionally they stole two very expensive pathophysiology books from Me that I purchased at my university bookstore stating that they were fraudulently made books. This is completely untrue and unacceptable. They even went as far as to provide photos of books they werent mine with markings stating why they were stealing my money. photo evidence and refuse to pay me for or mail me back my property. They need to be held accountable . I demand they pay me the agreed upon amount in full plus reimbursement for my lost time and life enjoyment dealing with them stealing from me. If they can not do this I demand all of my property returned immediately at their expense.

  Business Response

  Date: 08/02/2023

  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 7 ******************** to be sold at $221.76 (Initial offer: $226.25 - $4.49 insurance). Upon taking a closer look at the books, our processing department determined that 2 items, such as:  Pharmacotherapeutics for Advanced Practice: A Practical Approach ISBN13: *************; Guide to Clinical Documentation ISBN13: ************* had their quotes adjusted since their authenticity could not be verified. 

  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.).
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. Please also be kindly advised that per our existing policy, the return of items that have been deemed counterfeit is not available for our customers so as to help to prevent their distribution.
  
  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. The customer was notified that the counterfeit copies were detected within buyback  #*******  the illegality of the distribution of counterfeit books and that the items have been sent to the publishers for official verification.
  
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. In order to prevent further distribution of counterfeit items and provide the publisher with all the details on the book in question, the information regarding the origin of the items was requested by us from the customer, however, we have not received the detailed information.

  In this case, the books were suspected to be counterfeits based on the provided counterfeit descriptors supplied to us by our processing department:
  1) Different cover coloring compared to the original;
  2) Different binding glue used;
  3) In the original item the access code is printed directly on the cover and not on the separate stickers and is covered by the scratch film, not a sputtering layer;
  4) Poor printing, etc.;
  5) Different font size;
  6)Different paper quality.
  
  Two other books from the buyback order that were initially quoted in "Used - Very Good": Study Guide for Pathophysiology: The Biological Basis for Disease in Adults and Children ISBN: 9780323413091; Pathophysiology: The Biologic Basis for Disease in Adults and Children ISBN: 9780323583473  had their quotes adjusted automatically from $11.97 to $6.90 and from $27.57 to $11.03 because we received the books with signs of heavy wear. Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with liquid stains, wrinkled or torn pages and binding, creases on the cover, excessive markings and highlighting, broken binding,etc., as it is stated in our Terms & Conditions. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered in poor condition. For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders. 
  
  Therefore, the initially offered quote in the amount of was adjusted automatically for 2 books by taking into account the above-mentioned condition change.
  Since the quote was adjusted in the buyback order, it stayed on hold since 07/12/2023 till 07/19/2023, 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. 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 was not accepted was provided.
  
  However, the customer accepted the adjustment on 07/15/2023 02:54 pm, therefore, the order was reprocessed on 07/17/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.
  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 24h a day. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed. 
  

   The payment was sent by check #****** for the 5 remaining books that had been accepted within order was issued in the amount of $103.55 on  07/18/2023. According to our bank, the check in question was successfully deposited by the customer on 07/24/2023. 
  
  Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publishers (LWW; ******************* Company) for official verification.
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Thus, all copies which were deemed to be counterfeiting were sent  for further investigation. Upon analyzing the items supplied, the publishers confirmed that all copies mentioned above were counterfeit. Therefore, the items were handled in accordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us on 07/13/2023, and the response was provided by our representative to the email address stated in their inquiry and their order details providing all the images confirming that the items in question are indeed counterfeit copies.
  
  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:07/11/2023

  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.

  The business received my items in excellent conditions on July 10th. They waited a day then told me on July 11th that my items were ruined and they would be keeping the $70 they owe me and refused to connect me with a customer service representative. The items were damaged once booksrun got ahold of them and I do have pictures for evidence. I reached out multiple times to have the shipping cost waived to send my items back as they were not damaged when they delivered. They do have a time frame of 48 hours and since they are refusing to answer Im scared that 48 hours will be done before they answer.

  Business Response

  Date: 07/25/2023

  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 ******************** in their buyback order in "Used - Very Good" condition on our venue to be sold at
  $90.86. 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 items *************** Esthetics: Fundamentals (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 $70.80 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.
  Since the quotes were adjusted in the buyback order, it stayed on hold from 07/11/2023 for 5 days plus 48 hours and, during this period of time, it was possible to request the return of the item and have it sent back to the customer or accept the adjusted quote. We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the books that were not accepted was provided.
  The customer indeed declined the adjustments and requested the return of all the ite that had its quotes adjusted on 07/14/2023, therefore, the order was reprocessed and paid on 07/17/2023 via paypal for the remaining book that had been accepted within order #******* was issued in the amount of $20.06. Meanwhile, the package with the book that had been requested to be returned was supposed to be sent to the customer's address with the tracking number ********************** on 07/15/2023 (the tracking information can be checked here: ********************************************************************************). It was successfully delivered to them on 07/24/2023.
  
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  
  The customer contacted our Customer Support via email on 07/11/2023 stating that the condition of the book they initially quoted did not correspond with the one that was finally received at our facility. However, no evidence was provided from their side. Thus, on 07/12/2023, within the response rate stated on our website, our representative replied to the customers inquiry, providing an explanation with the photographic evidence confirming that the damaged book was actually received at our facility. After the request for a return was chosen by the customer and the shipping fee was paid, the customer kept asking for a refund of $8.95 they paid to have this book returned, which is not possible as per the existing policy. We would also like to bring your attention to the fact that all the inquiries submitted by the customs were replied to within the mentioned response rate.
  As an experienced and established participant at the textbooks market, we are eager to provide high quality service to our customers, and we have no interest in deceiving or holding the payment from clients.
  
  
  Resolution: We cannot satisfy the customer's offered resolutions which should not affect our business rates, since the book was shipped to the customer's address after the compensation of the shipping cost, as clearly stated in our terms and conditions each customer agrees to follow. The fact that the customer demands the reimbursement of the return shipping cost can be seen as money laundering. 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: 07/26/2023

  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:

  I was told by ***** on July 21st at 10:24 am that they were opening a claim with ***** and I would be forwarded the claim number to follow up with as ***** refused to let me file a claim. I have yet to hear back from ***** and did follow up with her again on July 24th at 5:42 pm since they have not provided updates. I would just like that claim number that was supposedly opened on July 21st.

   

   

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

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

  Customer Answer

  Date: 08/11/2023

  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:

   

   I have still not heard of any updates on the ***** claim they supposedly sent in. All I have been told is its filed but no updates on it at all, they are blaming ***** but when I spoke with ***** they said it doesnt take 21 days to hear back. Another lie from booksrun. I had to reach out multiple times to ever get a response back about it. I also would like to mention that I was told the items were completely ripped at the seams and in terrible condition to where they couldnt resell them. However when I got the items back in my possession this was not the case. The items are in great condition and have one page where the seam is slightly damaged. Im not sure why they lied about it, if I wouldve been told it was that one page that was messed up I wouldnt have filed a complaint or confronted them about it. I wouldve just let it go. But lying about it is very unethical. I would also like to add that when I shipped the books they did not have a broken seam or any other damage and the items were packaged with bubble wrap. I dont appreciate the insinuation that I didnt pack them properly as I did. When I asked for the proof of the items being damaged right when they received them I was provided foggy photos that showed no damage to the items or the box. I would assume when they were checking over the book they ripped it but Im unsure. If you try to sell through booksrun beware they are an unethical business and very passive aggressive when you ask them to help you with anything. 

   

   

   

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

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

  Business Response

  Date: 08/19/2023

  In accordance with the current policy all BooksRun users have to comply with, we are  not responsible for any loss or damage incurred during shipping, including issues caused by the irresponsibility of the sender or inadequate packaging. We want to bring the fact to your attention once again that not only did they breached the agreement sending the book in a poor condition claiming it to be a copy in Very Good, but also took advantage to make our representative file a claim with *****, though it is not within our authority under the  given circumstances. No insurance was purchased initially, though  this option is available for our customers to compensate  for the losses incurred in transit. Despite all this, we provided the customer with ***** reference number for further proceedings. They can continue with the investigation of the issue with ***** form their side as it is no longer our responsibility. The book in question was shipped back to their address and successfully received  by them on July 24, 2023, 5:13 pm (********************************************************************************). 
  We  always recommend wrapping the contents securely in plastic  or using bubble wraps to prevent damage. 
  Be kindly informed once again that the company cannot compensate for the books that are not eligible for the buyback program and which have already been returned back to the customer under tracking number ********************** since such actions could be viewed as fraud or money laundering.
  The payment for the second book was issued via PayPal to the account stated by the  customer, which implies that the payment was received by the customer. As a seller we follow all the rules and regulations imposed, but here we indeed made extra steps to resolve what was not our responsibility. 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:06/28/2023

  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 placed an order the sell virtually new text books on line. I did the **** search and they gave me a quote. I printed their QRS code label, packaged as instructed, and went to the post office. I purchased insurance on the books through this company, as instructed. I sent the box, order #*******, on May 18th, 2023. Per tracking, it was received by **** and went through scans in *******. It was to be 4- 9 business days, **** for payment via PayPal if $222(quote minus insurance). No further scans were noted after May 22nd. I contacted **** a week later and emailed BooksRun. **** researched and stated it appeared lost and to follow up on the insurance for reimbursement. I have emailed BookRun customer support 6 times with no response. There phone is not answered and I called several times. I feel like I have been ripped off. It has been been over a month with not so much as a reply. I want my PayPal account paid the $222 for the 8 textbooks that I sent. I purchased insurance for just such an event. I need a response and I need payment for these books immediately. I really feel like this is a scam company. If you can't respond to customers, you should not be in business. I need my payment immediately.

  Business Response

  Date: 07/11/2023

  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 9 items in "Used - Like New" condition in their buyback order on our venue to be sold at $226.81 ($231.30 - $4.49 insurance = $226.81). 

  According to our records, one of the quoted books *********************** in America: A Systems Approach, 7th Edition (Access Code) ISBN: 9781284124514) was not received at our facility in the box with the other books under the tracking number **********************  attributed to the package. Thus, the final quote was reduced for  $0.75, which is the initial quote of the missing item. 

  
  Upon processing it appeared that all the 8 books had their quotes adjusted automatically due to such main reason: we received the textbooks with the signs of wear that did not correspond to the "Used - Like New" condition initially quoted by the customer due to signs of wear that do not fall into the category of "Used-Like New" items. 
  
  In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the books in question was automatically changed from Used - Like New initially quoted to Used - Very Good, and their quotes changed accordingly from $226.81 to $221.53. 
  
  We would also like to draw your attention to the fact that according to our policy,  Used - Like New  condition implies books with slight cosmetic defects to the original packaging, cover or spine, with all original packaging materials included. Dust cover is intact and pages are clean and not marred by any notes. All pages must be included and attached to the binding. Supplementary materials must be included. The above-mentioned description suggests that there should be no markings or highlighting or any other kind of damage to the books quoted in such a condition. Please also note that our policy specifies that the items with writing, markings, or highlighting on multiple pages; ripped, detached, or broken spine or binding; moisture or any water damage, mold, staining; torn cover or pages; or with no ISBN are not accepted for our buyback program at all. Meaning that the agreement was initially breached from the customers side, given that the books received did not comply with the condition quoted. According to the current policy, price quotes may be adjusted in case the item condition is different from quoted, which is the case with this order.  
  
  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. 
  
  According to the tracking information provided by the affiliated shipping partner for the tracking number used to ship the order to us with our prepaid label (********************************************************************************), the package got stuck or delayed in transit without us knowing which caused a major delay in processing the payment. 
  
  Payment via PayPal in the adjusted amount of $221.53 due to the above-mentioned reasons for buyback order #******* was successfully issued to the email provided by the customer on 07/07/2023 07:24 am.
  
  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 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:06/16/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a book from Booksrun: PPI FE Civil Review - A Comprehensive FE Civil Review Manual, order number is #*******. The due date for returning the book is 06/09/2023. On 06/08/2023, I dropped off the book at **** to return it to the company. The **** tracking number is **********************. On 06/15/2023, I received an email showing that my rental had been received. However, my account still has been charged $125.4, which is the book's purchase price. I tried to contact the company via email 5 days ago, but never received a reply. I believe I returned the rental by the due day, so it is unreasonable that I have been charged due to a late return.

  Customer Answer

  Date: 06/18/2023

  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:06/12/2023

  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 have been trying to contact this company for over two weeks in regard to the fact that I do not have an email with an order number in order to return my book but absolutely no one will respond and they keep charging me for late fees and now they charged me for the entire book. I never received an email letting me know the date I need to return it and when i tried to log in and find out I didnt even have an account so I had to make one. But in order to get a shipping label and find out what day you must return your book you need an order number and I never received that number with an email when I first rented the book. So while I was still using the bill for school I saw that I got a 15 dollar charge for what I believe was a late fee and as soon as I saw that I began to reach out to the company for help on returning the book and getting an order number. That Was over two weeks ago and I still havent heard back and they just charged me again for the entire book!! I do not know what to do, I am desperate for help and so angry that this company would take advantage of customers like this. I wouldve been completely fine with paying the late fee if they would have responded in a timely manner before charging me for the entire book, when I have been reaching out for help prior to the last charge of 76 some dollars .

  Business Response

  Date: 06/26/2023

  Greetings,

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

  It appears that the customer placed a rental order on 01/27/2023 08:41 am for the item Gender, Race, and Class in Media: A Critical Reader ISBN ************* for 118 days with a due date stated as 05/26/2023, which successfully went through and the customer received a confirmation email on 01/28/2023 11:50?AM EST that the order was placed. 

  On the next day the order in question was shipped to the address stated within order details with the regular shipping method upon the customers request. 
  In case the customer had any difficulties with obtaining a free return shipping label that they are always supplied with for our rentals, they had to reach out to us as soon as the issue occurred so that the necessary assistance could be provided promptly. We are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat, as it is stated on our website. Therefore, since the customer never contacted us before the extension charge applied, none of our support representatives were able to assist the customer or get back to them, as the customer never submitted inquiries on our website or via LiveChat.
  As we can see in the system, order #******* was created from a guest account, using an email address that differs from the one that the customer tried to use to generate the return shipping label on our website, therefore, since they failed to verify their identity, our system did not allow the shipping label to be generated. 

  The first time the customer contacted us via email was on  05/26/2023 at 3:23?PM EST complaining that no reminder was provided to their email address, rather, all the notification letters were sent in a timely manner to the contact email address the customer stated to create the order with us. Please note that the customer didnt report any issue before the late fees had been applied. 

  Nevertheless, the customer expressed their concerns about receiving a refund for their rental order. Let us mention that we provide prepaid return shipping labels for all our rental orders so that the shipping costs are covered by us. In case the customer uses our return shipping label to return the item to the facility, it will be checked back into the system as a rental return, the refunds for which are not provided, as per our Terms & Conditions. Please also be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, rental orders are not eligible for discretionary returns as we do not refund any charges related to rental orders, and the 21-day risk free return policy is applicable only to purchase items.

  Please note that as a one-time courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for the purchase price refund with their own shipping label, disregarding the fact that we do not refund any charges related to rental orders according to the current policy.
  
  Upon analyzing the information provided by the mail carrier with the tracking number ****************** attributed to the return shipping label the customer used, the package was delivered to our facility (********************************************************************). Once it was checked into the system and the status of the order was changed to Returned, the customer was refunded on 06/26 as it was agreed upon.

  Resolution: We have indeed satisfied one of the customer's offered resolutions, just to make up for the situation which should not affect our business rates, since the refund of the purchase amount was issued on 06/26/2023 after the item's return. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

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

  Respectfully,

   *****

  BooksRun Team 

  Customer Answer

  Date: 06/29/2023

  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:

  I am disgusted by your team and your company. There was never an email received to begin with because the book was rented through a guest account. I know that it was late which is why I didnt mind the 15 dollar late fee but you would think they send you a reminder of when the book is due with the proper information needed and where to get the return label. I had to make my own label and pay for it which is fine also but initially did not receive an email response from your company until three weeks after I first contacted over three times. And now once they received the book they are claiming there was water damage which was never the case on my part and more than possible happened on delivery. I received 60% of my refund and I am done dealing with your horrible company. Glad you got your book, AND WHOEVER THINKS ABOUT RENTING FROM THERE BEWARE.

   

   

   

   

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

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

• Initial Complaint

  Date:06/09/2023

  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 was trying to selll some college books for my daughter. I found this app and took a photo of the isbn number. Booksrun quoted me a price and ai sent the 2 books out. I got a message from them saying they adjusted 1 book to $0 and that the other hook was a fraudulent copy! ***** were both purchased at the college bookstore. They wont send the fraudulent book back and the other book, they are chatging me over **** to get it back to me. This is an absolute scam! Im out 2 books and it will cost me to get one back. I still feel like they will sell them They quoted me ***** and now **** I want BOTH of those books back WITHOUT having to pay to get them back I tried to log back on to message them and it said user does not exist!

  Business Response

  Date: 06/19/2023

  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 items on our venue to be sold at $33.98.

  Upon processing it appeared that a copy of item Invitation to the Life Span (ISBN: *************) had its quote adjusted since their authenticity could not be verified.
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.)

  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.

  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full. 

  The customer was notified that the counterfeit copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher. 
  In this case, the book was considered to be a counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:
  
  Different color scheme of the cover;
  Different glue used on the binding;
  Poor page formatting in the inauthentic copy due to the defect binding;
  Poor quality of the print.
  
  However, just to be sure, the item has indeed been sent to the publishers (Worth Publishers) for official verification.
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. Upon analyzing the details supplied, the publishers confirmed that the copies in question were counterfeit. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of.
  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.
  
  The customer also sent item Anatomy and Physiology by OpenStax (Official Print Version, paperback, B&W) (ISBN-13: *************), the book had its quote adjusted automatically from $14.95 to $0.00 because the book received is a part of 2-Volume Set.
  According to our Terms & Conditions, partial sets or incomplete sets may have their quote adjusted or be not eligible for buyback at all.
  
  It appears that the quote was adjusted in your buyback order. Thus the order stayed on hold since 06/08/2023  till 06/13/2023, 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 you. However, since no decision was made, the adjustment was accepted automatically by our system and the order was processed on 06/15/2023. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of your order is no longer eligible for a return under any circumstances. All the letters regarding your order have been sent to your contact email address with the instructions and clarification on the matter.
  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:06/02/2023

  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.

  I had previously rented a textbook through Booksrun (via Amazon) and returned it promptly as the professor said we didn't need the book for the class. I was charged, and then charged again through my bank account (debit) which I disputed with my bank, Navy Federal. After their investigation, it was determined that the charges were wrong and/or fraudulent and my money was credited back to my account with no further discussion. I continue to be harassed by booksrun via phone and email, multiple times a week, saying I owe them money that I do not owe.This company is a complete scam. Amazon is no longer offering book rentals from them they are such a scam. They really need to be investigated further by BBB and the harassment to me needs to stop. I'm a student trying to finish college and don't need or deserve this stress.This better not affect my credit in any way or else I'm going to *** the company for defamation

  Business Response

  Date: 06/15/2023

   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 08/22/2022 for 115 days for item Fundamentals of Financial Accounting (ISE ************** ACCOUNTING), ISBN ************* with the due date stated as 12/16/2022. Within 24 business hours, the item was shipped to the customer and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to the recipient address on August 26, 2022 (please see the archived tracking information here: *******************************************************************************).
  Since the deadline for the order in question was stated as 12/16/2022, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order. Furthermore, the customer never reached out to us requesting the return label for their order.   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
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 12/30/2022). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  
  Please note that the buyer placed the order on our marketplace directly, not on Amazon, as we do not participate in Amazon rental program. 
  
  Due to the fact that by 12/30/2022 the order in question was not returned to our facility nor were there any updates in the tracking information or the direct communication from the customer, in concordance with our policy, the purchase price of the item ($77.87) was charged.  The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address. 
  
  Despite that fact that we acted within the Terms & Condition the customer agreed to before the order was placed, they opened a dispute on the transactions despite the fact that our actions were legitimate, and the bank found the dispute resolution in the buyer's favor.  Disputes are decided by the customer's bank, according to the banks process, and cannot be reversed.
  In concordance with our Terms and Conditions, the customer agreed to cooperate within, once the order was placed, no charges related to rental orders are refunded, therefore, the item is not eligible for refund and the indebted amount is to be paid by the customer to the collector's agency currently working on the case. All the information regarding their order was provided to the customer as they received the notifications from us.
  Note that we do not provide callbacks, but we are available via email, LiveChat and phone in case our customers have any questions or concerns, they are always free to contact us from 8 am to 1 pm  EST, please note that these action cannot be seen as harassment.
  Resolution: We cannot satisfy the customer's offered resolution since the case has been transferred to the collectors' agency and the item has never been returned to us, 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 impose a charge 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:05/26/2023

  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 sold a college book to booksrun.com. The book is in EXCELLENT condition. The book is worth $40-$70. They're offering me $1.16, or for ME to pay them to send it back to me - after I already paid $9 to ship it to them! I want them to give me FAIR MARKET VALUE for the book or for them to pay to send it back to me. The only photo they uploaded was a sticker on the backside of the hard-cover book I bought from the ************************ bookstore. THAT'S their claim that it's worth $1.16? No, it's in EXCELLENT Condition.

  Business Response

  Date: 06/18/2023

  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 one copy of Introduction to Linear Algebra (***************************) ISBN: *************  to be sold at $42.24.
  During processing, it appeared that the item quoted by the customer was not delivered and the package contained a completely different book.
  
  Once the customer reached out to us, a detailed explanation regarding what exactly was received was supplied for their consideration via email. Our processing department carefully inspects all items received and we have videos that prove that each order is processed carefully and correctly. According to our security cameras it was confirmed that item Introduction to Linear Algebra  ISBN: ************* was received at our facility with the tracking number attributed to the order in question instead of Introduction to Linear Algebra (***************************) ISBN: ************* that was quoted, note that we received a book with a different ISBN. You may also find the image of the book attached.
  According to our Terms & Conditions which all our clients agree to be bound by, items not initially quoted in the order may have their quote adjusted or be not eligible for buyback at all. 
  Since the book quoted by the customer was not received at our facility,  the initial quote for the order could not be guaranteed. The customer did indeed contact our Customer Support via email, stating that "the book was sent in the excellent condition", despite the fact that we informed them that a different book was received.
  As the quote was adjusted in the buyback order in question, the order stayed on hold since 05/22/2023 till 05/27/2023, 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.
  However, since no decision was made in the order details, the adjustment was accepted automatically by our system and the order was reprocessed on 05/29/2023. 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 has been processed and paid for. All the letters regarding the order were sent to the customer's contact email stated in the order details.
  No decision regarding the dispute was made in the order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustments. 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 adjustments 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

  Customer Answer

  Date: 06/20/2023

  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:

  It was NOT a completely different book it was *************************** Linear Algebra that I purchased from ************************ book store.

   

   

   

   

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

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

• Initial Complaint

  Date:05/26/2023

  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.

  This business sent me a rental textbook that had been used. They sent it to me with markings on almost every page but it is a rental textbook so that is to be expected. When I returned the textbook in the exact condition I received it in, they charged me over $100 because those markings are there. It is a complete scam.

  Business Response

  Date: 06/18/2023

  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 01/12/2023 for 133 days for the item Problems and Materials on the Sale and Lease of Goods [Connected eBook with ************* (Aspen Casebook) ISBN: ************* with the due date stated as 05/25/2023. The items were shipped to the customer on the next day with tracking number **********************. During the whole rental period, our support team was never contacted by the customer.

  
  Since the deadline for the order in question was stated as 05/25/2023, before or on this date the book was supposed to be shipped back to us.
  Please note that the item Problems and Materials on the Sale and Lease of Goods [Connected eBook with ************* (Aspen Casebook) ISBN: ************* was rented by the customer in Used - Good condition. However, on 05/25/2023, we received the book with signs of heavy wear (excessive markings, highlighting and water damage). Please see the photos of the book received.

  
  Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features.

  
  According to our Terms and Conditions, which all our customers agree to be bound by, when they receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred. If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since heavy wear automatically changes the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.

  
  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and, we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Good" condition and received back at our facility in "Used - Acceptable" condition with signs of heavy wear. Therefore, 60% of the purchase price was charged.
  

  The customer reached out to us via email only after the extra charge was applied to their account and did not provide any images indicating damage to the item once it was delivered to their address. However, we would be glad to assist in resolving this matter once the images of the item's condition at the moment of receiving are provided by the customer. No further proof of the damage being there upon receiving was provided by the customer so that we could have reviewed the case and assisted the customer accordingly. However, we have issued a refund of the extra charge in the amount of $100.1 despite the fact that the book was sent to us in a different condition.
  

  Resolution: We have satisfied  the customer's offered resolution as a full refund was issued despite the fact that we do not refund any charges related to rental orders according to the current policy all our customers agreed to be bound by, 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:05/03/2023

  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.

  The date of this transaction is April 18, 2023. Order number : ******* On April 18, 2023, I was charged $225.32 on the book, Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM. This was due to me failing to ship out the book within the days needed. After seeing this charge in my bank, I called the support number listed on their website and ****** from the support line said, "***************, thank you for contacting **. As a rule, we do not refund rentals, but in your case, we can make an exception. The reimbursement of the purchase price charge will be issued after the items are delivered to our warehouse in their initial condition. Refunds are usually processed within 5-8 business days after the items delivery date and the order status is changed to Returned.Simply send the items back by 04/22/2023. The shipping label is attached to this letter for your reference.Please send the items back in its initial condition to our address". After speaking to support, I rushed to the *** and sent the book over the exact same day. I even have proof of the exact day and time it was delivered back to the company address given. April 24, 2023 at 11:51 AM. I never received my refund. I have reached out to customer support multiple times through phone calls and emails and I haven't heard ANYTHING back. I have never seen such horrible customer service. I gave the book back and expect them to keep their end of the deal and refund me back the money they charged me.

  Business Response

  Date: 05/17/2023

  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 01/17/2023 for 2 items (Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* for 60 days and Diversity and Equity in the Classroom ISBN: ************* for 90 days) with the due date stated as 03/18/2023 and 04/17/2023 accordingly. The books were shipped to the customer on 01/18/2023 and according to the information provided by the mail carriers within tracking numbers ******************************; ************************** attributed to the order, the packages were delivered to recipient address on 01/24/2023 at 11:54 pm (***********************************************************************************************************************) and on 01/25/2023 at 11:13 am (************************************************************************************).
  
  Since the deadline for the order in question was stated as: 03/18/2023 for Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* and 04/17/2023 for Diversity and Equity in the Classroom ISBN: *************, before or on these dates the books were supposed to be returned to **. Our customers have an opportunity to extend their rental period directly in their order details ($15 for 15 days). Thus, the customer extended their rental period for item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* for additional 30 days by paying $15 on 03/13/2023 and on 03/29/2023, creating a new deadline of 04/17/2023. In case with item Diversity and Equity in the Classroom ISBN: *************, the rental period was extended by the customer on 04/18/2023, and on 05/01/2023.
  
  After the extensions have been made, the books should have been returned before the final deadlines stated in their order details as 04/18/2023 for Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* and as 05/01/2023 for Diversity and Equity in the Classroom ISBN: *************. Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. In case with item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: *************, the shipping label was not generated as was instructed in the notification letters sent to the customer's email address, thus, we did not receive any update regarding the return of the book.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer, in case the rental is not postmarked before the final deadline, the purchase price fee is charged automatically. In case with the book in question, the purchase price was charged on 04/18/2023 since the customer did not generate the shipping label to return the book as was instructed in notification letters sent to the contact email address that was stated in their order details. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is not generated.
  
  The customer contacted us via phone on 04/18/2023 concerning about the charge that was applied to their account. One of our representatives offered an exception in this case despite the fact that according to our Terms and Conditions we do not refund any charges related to rental orders (Shipping and Returns, bullet point #9). They allowed the buyer to return the book in question with further compensation of the purchase price amount ($225.32), once the item is checked back at our facility.
  
  A prepaid shipping label with tracking number ********************** was also provided in a follow-up that was sent to the customer on 04/18/2023 in a follow-up.Once the package was finally received at our facility, it appeared that the book that was supposed to be returned with the label provided was not included in the box, instead, another rental book (Diversity and Equity in the Classroom ISBN: *************) was returned to ** and successfully checked back into the system. Since the customer made another extension of the rental period on 05/01/2023 for the book that was actually received on 04/24/2023, we have refunded this charge to the original payment method. The buyer contacted us via email that is stated in the order details on 05/11/2023 stating that the wrong book was sent to ** instead of the one that should have been sent for a reimbursement of the purchase price charge.
  
  Due to the above-mentioned circumstances, our representative offered a 90% refund of the purchase amount for item Vistas 6e SE(LL) (****) + SSPlus(12M) + WSAM ISBN: ************* only after the book is delivered to us, the buyer should return the book with their own shipping label since it was the second time we made an exception for them. The customer was given a deadline of 05/15/2023 to ship the correct book back, but, as of now, no tracking information has been shared with **.
  
  We would be glad to assist in resolving this matter once the tracking number is provided by the customer if the package was shipped by their own before the deadline that was provided in the letter sent to their email on 05/12/2023. As was stated in the correspondence with the customer multiple times, a refund (90% of the purchase amount) will be issued once the book is received at our address.
  
  Resolution: We can satisfy the customer's offered resolution, once the tracking number of the shipping label used by them is provided and only after the actual delivery of the book to our facility, 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