Complaints

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

close

Find a Location

BooksRun has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/25/2022

  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 created a quote on their website for 3 books and sent the 3 books to them. I have the **** receipt showing the weight of the package. Company states the box had only 2 books in it when they opened it, and that the heaviest and most expensive book was not in the box. They sent me a low resolution video showing the "opening" of the box which shows only 2 books in the box. My guess is that prior to taking the video, the box was opened by one of their employees who removed the book, either without the company's knowledge or under their direction. Book in question is Isbn10: ********** Isbn13: ************* Condition: Used - Very Good Quantity: 1 Title: ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10 $50.66

  Business Response

  Date: 11/01/2022

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items on our venue to be sold at $83.35:
  
  1) ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10, ISBN: ************* for $50.66;
  2) Senderos 1: Spanish for a Connected World, ISBN: ************* for $27.64;
  3) The Old Testament: Our Call to Faith and Justice, ISBN: ************* for $5.05.
  
  Upon processing it appeared that the book The Old Testament: Our Call to Faith and Justice, ISBN: ************* had its quote adjusted automatically from $5.05 to $2.05 due to such main reason: we received a textbook with the signs of heavy wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Unfortunately, the quote of the items that have liquid stains, wrinkled or torn pages and binding etc. *** be adjusted or such items *** not be eligible for buyback at all.
  Additionally, the item ****** ****** BIOLOGY 2019 STUDENT EDITION GRADE 9/10, ISBN: ************* was missing from the package attributed to the shipping label provided for the customers buyback order. Thus, the absence of the book influenced the total offer as well. The customer did indeed contact us via email on 10/7/2022 about the missing book. We have contacted our processing department and had our processing manager look for the missing item at our facility, however, we were unable to find it anywhere. The screenshots of the receipt of the package and the video from our processing facility's camera footage were provided to the email address of the customer on 10/13/2022, which is right within our response rate as stated on our website. The screenshots are also attached to this response. It is clear from the footage that 1 item quoted was missing. 
  
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging. Therefore, the customer was advised to contact the mail carrier to address the issue.
  
  The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value higher than $100 but no more than $300 that *** be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment for the item not received. 
  
  Please be kindly informed that according to the receipt from the mail carrier provided by the customer, the weight of the package shipped was equal to 9 lb and ***** oz. However, we did not receive 1 book and the final weight of the package received was only **** lbs. Please note that due to the fact that in some cases users decide to ship the order partially, the rule to process and pay for the items that are received and actually present at the facility was imposed. Nevertheless, all the information regarding the received items is updated and is always available for our customers within order details.
  
  Therefore, check #****** in the adjusted amount of $29.69 due to the above-mentioned reasons for buyback order #******* was successfully sent to the customers address on 10/25/2022. According to our bank, the check for the order in question was successfully deposited by the customer on 10/31/2022.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates as  the company cannot apply the quotes for books that were not received since such actions could be viewed as fraud or 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 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: 11/01/2022

  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 expected them to state again what they told me previously....that the book was not in the package. The book definitely was in the package, and the weight of the package is verified by the **** receipt, indicating a third (and heaviest) book. I suppose someone in the **** chain could have intercepted the package, removed the book, and resealed the package before delivering it. However it is much more likely that the book was removed by one of Bookrun's employees, with or without the company's knowledge. It is a standoff and I doubt they'll ever compensate me for the book that they received. Do business elsewhere.

   

   

   

   

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

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

  Customer Answer

  Date: 11/17/2022

  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:

  of the reasons I already stated 

   

   

   

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

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

  Business Response

  Date: 11/29/2022

  Let us explain the situation incurred once again. Unfortunately, we are unable to get precise information of what might have happened with the package while it was being transported by the mail carrier; however, when the package was unsealed at our facility, it had the item in question missing. Photos and video from our security cameras confirming that were shared with the customer once the issue was brought up to our attention.
  
  Given the above-mentioned information, the case is considered closed from our side since all the evidence was provided to the customer after the investigation. The company cannot apply the quotes for books that were not received 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.
  
  Respectfully,
  
  ******,
  BooksRun Team
  

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a book from BooksRun: The Gift: 14 Lessons to Save Your Life. They sent me the incorrect book: The Gift: 12 Lessons to Save Your Life. order #*******. Now I am being asked to return the first book, at my own expense and there is no mention of sending the correct book. I have sent six e-mails regarding this issue with no resolution. I don't know what to do next, but I would like the book I originally ordered.Thank you for your help.***************************

  Business Response

  Date: 12/07/2022

  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 purchase order on 10/05/2022 for the item The Gift: 14 Lessons to Save Your Life **** *************, which successfully went through and the customer received a confirmation email on 10/05/2022 that the order was placed. 
  
  The package with the item in question was shipped on the next day with **** tracking number ********************** and was delivered to the customers address on 10/11/2020 (********************************************************************************).
  
  Once the order was delivered, the customer contacted us via email, stating that they received the wrong item. Within the framework of our internal investigation the pictures of the item received were requested by us from the customer as the promptness of us providing the solution greatly depends on the thoroughness of the facts submitted by the customer to the case. After we have received the pictures of the item and conducted the investigation, it appears that the publisher has two printings of the same **** ************* that have a minor difference in the title (The Gift: 14 Lessons to Save Your Life and The Gift: 12 Lessons to Save Your Life). Let us please explain the occurred situation. We as a third-party seller do not have any right to alter, change, or edit the title of the book since such obligations are imposed on the publisher only. Please be kindly informed that the **** ************* sent to the customer corresponds to the **** initially purchased by them as it is stated in the order details, therefore, the correct item was delivered. However, the customers frustration was apprehended and a return of the item for a full refund without any restocking fee being applicable was offered to the customer. Or, as an alternative, we offered to provide a 40% discount on the order so that the customers experience of using our company could be improved. 
  
  Nonetheless, the customer declined both our offers and decided to keep the book. However, in order to make up for the inconvenience caused and provide good customer service, the 40% refund on their order was still issued to the customer on 10/24/2022. Please also note that as per our policy, which all our customers agree to be bound by, the full refund can only be issued upon the return of the item received.
  
  Please be kindly advised that the case is considered closed from our side since the partial refund was issued to the customer and no other correspondence from the customer has been received by us expressing any further complaints.
  
  Resolution: We cannot satisfy the customer's offered resolution as we do not have any other copies of **** ************* in our stock anymore 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:09/29/2022

  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.

  On 8/30/22 I created a trade in order #*******. Included was a book called ***** and ********** Business Law ISBN: *************. I was quoted **** for this book.On 9/13/22 I received an email from Booksrun telling me that the quality is not good and will receive the adjusted quote of **** or have the choice to have the book returned to me for **** shipping. I replied twice on the 9/15/22 and 9/17/22 telling them I would like the book back and I would email them my own prepaid shipping label instead of paying their outrageous postage. I also offered them the option to pay me the agreed price of **** since the book quote almost doubled while my order was held up. They ignored my emails On 9/28/22 they decided to finally reply telling me my quote was automoatically adjusted because I didnt respond. I DID RESPOND but was ignored.As of today 9/28/22 the buyback quote from booksrun is ***** I want Booksrun to either return my book using my shipping label or pay me the difference of the original quote which is ****. booksrun needs to send me a check for at least ****. If they want to do the right thing they will send me ***** minus **** Because I wanted my book returned which is worth ***** I would like booksrun to either return my book or give me the difference of *****. they wanted to keep my book and ignore my requests to have it returned using my own prepaid shipping label. Meanwhile, they were paying other people ***** for this book while they put my book on hold and ignored my emails. I insist on receive ***** as well minus the **** they already gave me.

  Business Response

  Date: 10/07/2022

  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 20 items in Used - Very Good condition on our venue to be sold at $46.03. Please let us also draw your attention to the fact that book quotes are only guaranteed for 5 days after the order placement and once the order is shipped, the quotes for books in the order cannot be changed to the , regardless of the quotes offered at the moment of the order processing. 
  
  Upon processing it appeared that the item ***** and ********** Business Law, ISBN: ************* had its quote adjusted automatically from $8.68 to $4.03 because we received the book with signs of heavy wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer. 
  
  Moreover, several other items got their quotes adjusted automatically due to them being received by us with the signs of wear that did not correspond to the Used - Very Good condition quoted by the customer. The condition of said items was changed to Used - Acceptable and the quotes corresponding to the condition of the books received were applied. 
  
  Since the quote was adjusted in the buyback order in question, the order stayed on hold from 09/12/2022 till 09/19/2022, 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 09/21/2022. 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 the order has been processed and paid for.
  
  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 adjustment 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 return 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. Let us mention that we provide prepaid shipping labels for all our buyback orders with a total quote higher than $10 so that the shipping costs are covered by us. According to our records, the customer used our shipping label, therefore, the shipment of the package of ***** lbs was paid by our company. The only expense our customer might have to bear is the package, however, as long as it corresponds to our packing guidelines mentioned on our website it can be any type of container.
  
  Therefore, by providing the prepaid labels, we lose a significant amount on shipping and handling. Thus, 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 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. 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. 
  
  Check #****** in the adjusted amount of $37.23 due to the above-mentioned reasons for buyback order #******* was successfully sent to the address the customer has provided on 09/23/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customer's address to our location and the work of the mail carrier. The check should be received by the customer by 10/21/2022.
  
  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: 11/04/2022

  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]

   my issue was not addressed.  Excuses were made. I would like this complaint to stay on public record.

   

   

   

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

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

  Customer Answer

  Date: 12/06/2022

  My complaint was unresolved   I would like my complaint to stay on record. Thank you.