Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2022

  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.

  Ordered a textbook and received a different book that clearly states on the cover for Asia distribution only. BooksRun refuses to refund and they dont have the book that I ordered(and is pictured in their website) in stock. BooksRun claims they are allowed to substitute an international book. Im in ***************** and no where on the textbook page does it say they can substitute a foreign book.

  Business Response

  Date: 09/19/2022

  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 08/26/2022 for 112 days for the item Introduction to ********************* ISBN: ************* with the due date stated as 12/16/2022, which successfully went through and the customer received a confirmation email on 08/26/2022 that the order was placed. Moreover, the deadline for the rental order has been extended for 6 days as a courtesy free of charge with the new expiry date on 12/22/2022 after the customer contacted us with an inquiry if the deadline for a rental order could be extended. The item was shipped to the customer on the next day and according to the information provided by the mail carrier within tracking number ************ attributed to the order, the package was delivered to the recipients address on 8/30/2022 at 11:34 AM (please see the tracking information here: htt****************************************************************************).

  
  The customer reached out to us on 09/01/2022 via email stating that they received an international edition of the book Introduction to ********************* Please note that according to the existing policy of BooksRun, presented in the Terms & Conditions, which are accepted by each customer, the items rented may be shipped to the customer not only in their regular U.S. student edition but also in an alternate edition, such as international or teacher/instructor's edition. For order #*******, an international edition was sent, which corresponds to the item ordered, however, indeed may differ in the way of presenting the contents of the book. International editions are generally identical to the US copies. The difference is in the cost or place of publishing, etc. Although these kinds of editions might differ from the ** ones in terms of cover format (paperback instead of a hardcover), ISBN numbers, pictures in different coloring, and (in pretty rare occasions) varying exercises at the end of the book, the content is similar. Publishers and authors are also the same as in the US edition. Such copies may be marked with such words as international copy, etc. 

  
  As for the legality of selling international editions of books, it is worth noting that in **** the **************** concluded that the retailers inside the country are able to purchase and bring in the international copies from the outside. Only the sellers from the other countries are forbidden to distribute such editions inside the US. Taking into account the fact that BooksRun is located in the US, it is not illegal for BooksRun to distribute international copies of books. 

  
  On 09/09/2022, the customer reached out to us via phone in order to request a refund for their rental order and during this phone call one of our customer support agents stated that a follow-** in regards to the rental return will be provided via email. 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. Nevertheless, as a courtesy, the customer was supplied with the return instructions on 09/12/2022 via email so that the rental order could be returned to us for a 70% rental price refund with their own shipping label. 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 back 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. Therefore we have asked the customer to return the book back to us with their own shipping label. However, we would be glad to assist in resolving this matter once the tracking number is provided by the customer if the package was indeed shipped back to us within the provided timeframe and with their own shipping label. The tracking number was not provided by the customer.

  
  Resolution: We cannot satisfy the customer's offered resolution, as the return tracking information was never provided, just to make up for the situation which should not affect our business rates, since the customer did not ship the rental book back to us and no refund can be provided without our receiving the book at our facility according to our policy. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

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

  
  ******
  BooksRun Team

  Customer Answer

  Date: 09/21/2022

  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:

  It is an ourtright lie that they never received tracking information. On 9/13/22 at 4:32 pm central time, I emailed ***** at BooksRun, with the **** tracking # **********************. Also, they can go on and on about shipping labels in their shipments, but no invoice or shipping label was in the mailer if this would have been a normal rental situation. Further, this book was labeled on the front cover " for asia distribution only". This company does not have any substitute disclosure easily visible on the page where one puts a product in the cart or during the checkout process. Why isn't this part of the checkout procedure with this disclaimer allowing the customer to opt in or out of a substitute textbook? This book is being used by someone who receives accommodations per the American Disability Act and needs the proper book (the one actually ordered) so it can be converted to fit their accommodations and an Asian version does not cut it. I have attached the email with proof of responding with the tracking number. 

   

   

   

   

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

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

  Customer Answer

  Date: 09/26/2022

  Attached is the email conversation with *****, at BooksRun, on September 12, 2022, regarding the instructions on returning the book and my response on September 13, 2022, with the tracking # as per the instructions. Also, I have attached the email from BooksRun confirming the book was returned. 

  Business Response

  Date: 09/30/2022

  Upon the order placement, the customer agreed to cooperate within our Terms & Conditions, which clearly state that items rented may correspond to alternate editions, such as international, teacher/instructor's editions, etc. Therefore, an international edition was sent to the customer, which corresponds to the item ordered, however, indeed may differ in the way of presenting the contents of the book. 

  According to our policy, the customer agreed to follow by submitting the order, rental orders are not eligible for refunds, which also includes discretionary returns. According to our system, the book was checked back into our warehouse system on 09/21/2022, therefore, in order to rectify the situation, a partial refund in the amount of 70% from the rental price of the book was processed on 09/28/2022 as a courtesy and as a middle point between the customers request and the legislation we are bound to comply with while operating as it was approved by the customer.

  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:08/30/2022

  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.

  August 2. 2022, I placed an online book order rental. I shortly afterward, through the contact us form on the site, reached about some pages that appeared damaged. I didn't hear from them within the 48 hours so I went to return rental to get return label and I kept getting error message. Time allotted for refund is up and still no reply from company. Site has no phone number or live chat.

  Business Response

  Date: 09/09/2022

  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 rental order on 08/01/2022 for the item The Science of Nutrition, Loose Leaf Edition (Masteringhealth) ISBN ************* for 90 days with a due date stated as 10/30/2022, which successfully went through and the customer received a confirmation email on 08/01/2022 at 9:32 pm 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. Upon checking our records, there were indeed multiple attempts from the customer to contact us via LiveChat concerning the issue with their order on Thu, 08/04/2022, 05:36 pm EST, Fri, 08/05/2022, 05:06 pm EST, Tue, 08/23/2022, 02:24 pm EST, all of which were made outside of our working hours that are stated on our website. Chat inquiries initiated outside of our working hours are handled by our chatbot *** that only interacts with the customers through a series of picked options, which was exactly the case. Therefore, none of our support representatives were able to assist the customer or get back to them, as the customer never stated their order number or the email address in the chats so that we could identify them and assist them further.

  
  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 (as we can see from the screenshots provided with this complaint), 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 08/26/2022 9:33 am EST requesting a return label for their rental order. Please note that the customer didnt report any issue with the book upon its arrival in any of their inquiries. Thus, our representative provided the *** file with the return shipping label in response to the customers inquiry within our response rate of 2 business days which is stated on our website. 

  
  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 back 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. Nevertheless, as a courtesy, the customer was supplied with the return instructions so that the rental order could be returned to us for a 50% rental price refund with their own shipping label. However, the customer clarified that they indeed shipped the rental item back to us with the label that was provided by us, which contradicts the return instructions that were provided to the customer, according to which the book should have been returned with the customer's own shipping label. Please note that the fact that the customer infringed the instructions given to them can be interpreted as refusal to cooperate and making our initial offer of a partial refund no longer valid.

  
  Upon analyzing the information provided by the mail carrier with the tracking number ********************** attributed to the return shipping label provided by our representative, the package is in transit to our facility (https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=**********************). Once it is checked into the system and the status of the order is changed to Returned, the customer will be notified to their contact email address accordingly.

  
  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 email with the return shipping label was sent to the customer by one of our representatives on 08/30/2022. 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:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initiated a buy back order for some textbooks on August 8, 2022. Shipped out order to them the following day. They received said order August 12, 2022. 3 days later they placed my order on "hold" following discrepancies with the conditions of 2 of my books. Ok whatever. It them takes them until the 17th to do final processing of my books. My order details says "payment within 4 business days" and here we are 10 days and 5 business days later, and still no payment received. You can't get through to anyone because their "customer support" phone number & live chat will either hang up on you or the chat will never initiate a response so they direct you to email them. Emailed and got a response that SUPPOSEDLY paypal has been having issues with large transactions and that I should be expecting my payment by "Friday, or Saturday at the absolute latest" well guess what. It's Saturday! And still NOTHING. This company is a joke I use 2 separate company's and shipped the packages on the same day and they arrived at each company on the same day and I received payment from the other company no problems within one business day of them processing my order. This seems to be a common problem with this company they apparently like to take your product and then want to act like there are payment issues some people don't even receive payment at all. As a single parent and a college student, I do not have a month to wait on my money for books that have likely already been sold or placed up for sale. This this is not a way to contact business with your customers. I want my payment ASAP because it's because it states 4 business days for payment after processing and if you're not going issue the payment within 4 business days of processing the order like you say... then maybe you guys shouldn't be in business in the 1st place. This whole experience has been a joke. I'll be making a small claims suit if payment has not been received by the end of the month.

  Business Response

  Date: 09/08/2022

  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 7 items on our venue to be sold at $164.62: 

  
  Understanding ***************** A Guide to Billing and Reimbursement - 2021 Edition (MindTap Course List) (ISBN: 9780357515587);
  HCPCS 2021 Level II Professional Edition (HCPCS Level II ************************ (ISBN: 9781640160903);
  Health ********************** Case Studies (ISBN: 9781584267690);
  ****** Step-by-Step Medical Coding, 2021 Edition (ISBN: 9780323709262);
  Case Studies in Health ********************** (ISBN: 9780357506196);
  Health Information (ISBN: 9780323263481);
  Understanding Pharmacology for Health Professionals (ISBN: 9780133911268).

  
  According to ***** tracking number ************, the package was marked as delivered by the mail carrier on 08/11/2022 (*****************************************************).

  
  After the packages are delivered to our facility, they are usually checked into our warehouse system and processed within 2-5 business days. The package with buyback order #******* was checked in on the next day after delivery on 08/12/2022 and on the first business day after that the books were examined and the order was put on hold due to the fact that the condition of the items received did not correspond to the one initially quoted by the customer. After a decision by customers is made within the order dispute, the order is then automatically reprocessed in ***************************************** question took place on 08/17/2022. Once the order is processed, the payment is issued within 1-4 business days.

  
  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. Upon checking our records, there were indeed multiple attempts from the customer to contact us via LiveChat concerning the issue with their order on Wed, 08/17/2022 at 03:26 pm EST, 03:57 pm EST, 07:23 pm EST, Tue, 08/23/2022, 09:11 pm EST, on Wed, 08/24/2022, 01:51 pm EST and on Sat, 08/27/2022, 11:30 am EST, all of which were made outside of our working hours that are stated on our website. Chat inquiries initiated outside of our working hours are handled by our chatbot that only interacts with the customers through a series of picked options, which was exactly the case. 

  
  The first time the customer reached out to us via email was on 08/24/2022, and they were notified on the next day that, unfortunately, we had been having issues with processing large payments on PayPal due to a technical issue on the PayPals side.

  
  The payment for buyback order #******* in the amount of $124.67 was issued within 8 business days on 08/29/2022 via PayPal to the email address provided by the customer within order details. The transaction was successfully completed, which implies that the payment was received by the customer. We do understand the concerns regarding the delayed payment. We are working hard to process all the incoming buyback orders during high seasons, however, we experienced an unforeseen technical issue on PayPal's side that prevented us from processing large payments to our customers, therefore the customer was notified of the delay via email. Once the issue had been resolved, the payment was processed and the customer was notified accordingly. 

  
  Resolution: We have indeed satisfied the customer's offered resolution, since the payment was successfully issued to the customers PayPal account on 08/29/2022, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence. 

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

  
  Respectfully,

  
  ******
  BooksRun Team

  Customer Answer

  Date: 09/08/2022

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

• Initial Complaint

  Date:08/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a buyback order to sell a textbook and received a quote of $51.55 for my textbook. I shipped the order to Bookrun.com and then received a notice that the book was "inauthentic". It stated they would be turning the book over the publisher, and no payment will be given for the book. I contacted them via email and live chat on 8-12-2022 for more information. I have yet to receive any follow up email and the live chat representative said she would request more information from their "processing team" and it would be 1-2 business days for a response. I have yet to receive a response back from that inquiry also. So, as it stands today, Bookrun.com has received my book and is unresponsive to any inquiry and has not paid me for the book. They have offered no proof that the book has even been sent to the publisher for "verification" as they said it was in their email and no proof the book is inauthentic. I would like to be paid for the book I sent to them.Textbook information: Varcarolis' Foundations of Psychiatric-Mental Health Nursing, Condition: Used - Very GoodIsbn10: ********** Isbn13: ************* Order #*******

  Business Response

  Date: 09/01/2022

  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 1 item on our venue to be sold at $51.55.
  
  Upon processing it appeared that the copy of the item Varcarolis' Foundations of Psychiatric-Mental Health Nursing (ISBN: *************) had its quote adjusted since its authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the U.S. Code TITLE 18. PART I. CHAPTER 113. ****. Trafficking in counterfeit goods or services.). 
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copy was detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on August 11, 2022. 
  
  In this case, the book was suspected to be counterfeit based on the provided counterfeit descriptors supplied to us by our processing department:
  
  1) Different color scheme of the cover;
  2) Different glue used on the binding;
  3) Poor page formatting in the inauthentic copy due to the defect binding;
  4) Poor quality of the print;
  5) In the authentic items, the Elsevier access code is printed directly on the book page with different formatting, meanwhile the inauthentic copy has the supposed access code laminated on the page.
  
  Please see the *** document attached with the respective images for reference. However, just to be sure, the item has indeed been sent to the publisher (********) 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. All the information regarding the item Varcarolis' Foundations of Psychiatric-Mental Health Nursing (ISBN: *************) was passed directly to the corresponding publisher for further investigation. Upon analyzing the details supplied, the publisher confirmed that the copy in question was counterfeit. Therefore, the item was handled in concordance with our policy on counterfeit books and disposed of.
  
  The customer did indeed contact us on August 12, 2022 at 10:52 AM EST, and the response was provided by our representative on August 26, 2022 at 2:27 PM EST to the email address stated in their inquiry and their order details. 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. However, it is worth mentioning that during the correspondence with the customer via LiveChat, our representative offered a timely follow-up on the matter with the order, however, the customer did not respond to the offer nor gave their agreement on that. 
  
  All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on August 26, 2022. 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, they did not give us the data requested and refused to cooperate which may be considered as an attempt of contributing to the further distribution of illicit 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 strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  ******
  BooksRun Team
  

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in the books I am selling and they said that the one was incorrect and that it was not worth anything. This was on August 16 and I am still waiting for the whopping $10 that I am getting now. This is ridiculous they have had the books 6 days and I said fine to them keeping the one and sending my $10 to me paypal and it said I would have it with in 2 business days and still waiting. I want my money

  Business Response

  Date: 09/01/2022

  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 4 items on our venue to be sold at $75.68: The Rise and Fall of the ******** Century: ***************** from 1890-2009 (ISBN: *************), Elementary Statistics: Picturing the World (ISBN: *************), Introductory and Intermediate Algebra (ISBN: *************) and Financial Accounting (ISBN: 9780357132692).
  
  According to **** tracking number **********************, the package was marked as delivered by the mail carrier on 08/12/2022 (********************************************************************************).
  
  After the packages are delivered to our facility, they are usually checked into our warehouse system and processed within 2-5 business days. The package with buyback order #******* was checked in on the fourth business day after delivery on 08/16/2022 and on the same day the books were examined and the order was put on hold due to the fact that the item received did not correspond to the one initially quoted by the customer. After a decision by customers is made within the order dispute, the order is then automatically reprocessed in ***************************************** question took place on 08/18/2022. Once the order is processed, the payment is issued within 1-4 business days.
  
  The payment for buyback order #******* in the amount of $10.35 was issued within 9 business days on 08/29/2022 via PayPal to the email address provided by the customer within order details. The transaction was successfully completed, which implies that the payment was received by the customer. We do understand the concerns regarding the delayed payment. We are working hard to process all the incoming buyback orders during high seasons, however, we experienced an unforeseen technical issue on PayPal's side that prevented us from processing large payments to our customers, therefore the customer was notified of the delay via email. Once the issue had been resolved, the payment was processed.
   
  Resolution: We have indeed satisfied the customer's offered resolution, since the payment was successfully issued to the customers PayPal account on 08/29/2022, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence. 
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  
  ******
  BooksRun Team
  

  Customer Answer

  Date: 09/09/2022

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

• Initial Complaint

  Date:08/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $54.31 for 2 textbooks I sent. After I shipped them I received an email stating the books were counterfeit. (When indeed they were not.) In that email I was told, "the item was surrendered to the identified publisher for further inspection and authentication. If the item is authentic, it will be processed and the original payment will be issued. Otherwise, the publisher reserves the right to dispose of the item and contact you for more details about the purchase. Note that the process may take up to 3-5 weeks."And 6 weeks later, no response of any kind on details of the item. BUT, they did have those exact textbooks up on their **** store now. I have tried everything I can to contact anyone there and only their chat support works. I haven't received a dime from them, and have not received any proof that anything was actually counterfeit in my books. I attached my chat transcript about this serious issue.There's a reason the owner of this company does not want to be known.

  Business Response

  Date: 08/26/2022

  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 $68.13, which was increased by adding 6% coupon to their order and the final offer was equal to $72.22.
  
  Upon processing it appeared that both copies of the item ******* Exam Review for Computed Tomography ISBN: ************* 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. 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 items were to be surrendered to the publisher on 06/23/2022. 
  
  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.
  
  Please see the *** documents attached with the respective images for reference. However, just to be sure, the items have indeed been sent to the publisher (*****) 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, both copies of the item ******* Exam Review for Computed Tomography ISBN: ************* were passed directly to ***** **** for further investigation. Upon analyzing the items supplied, the publisher confirmed that both copies of ******* Exam Review for Computed Tomography ISBN: ************* were counterfeit. Therefore, the items were handled in concordance with our policy on counterfeit books and disposed of, which implies that final payment for the order in question corresponded to the amount offered for the legitimate book present in the order and totaled $14.36. It was issued via PayPal to the email address provided by the customer upon the order placement on 06/29/2022.
  
  The customer did indeed contact us on 06/23/2022 at 11:22 PM EST, and the response was provided by our representative on 07/06/2022 at 8:18 AM EST to the email address stated in their inquiry and their order details. All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer. 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.

  We have also received a confirmation from the publisher in regards to the access code that was included inside the inauthentic copy of the book ******* Exam Review for Computed Tomography ISBN: ************* that such an access code does not exist in their system, which can only mean that the code provided in the book was not authentic and the copy of the item was counterfeit (please also see attached below).
  
  In regards the copies of the book ******* Exam Review for Computed Tomography ISBN: ************* that the customer located in our **** store, it seems that there have been more than ****************************************************** New condition, which were purchased from one of our bulk sellers. As a matter of fact, one of such copies available for sale in a shrink-wrap has been used as an example of the original edition compared to the inauthentic one sold by the customer in the photographic evidence provided to the customer via email as well as attached here. 

  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the response with proof of inauthenticity of the books was provided by one of our representatives and the payment for the authentic book was provided via PayPal accordingly. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.

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

  Respectfully,
  ******
  BooksRun Team

  Customer Answer

  Date: 09/08/2022

  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]

   The company in the original email claimed I would be contacted by the original publisher that they "supposedly" sent it to. Factually that's a lie. I have received ZERO correspondence from them. This company is very good with sending long directionless copy and paste emails that continually contradict themselves. They have done nothing to satisfy me as a customer so I will fight this tooth and nail until they refund me or return my books.

   

   

   

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

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

  Business Response

  Date: 10/12/2022

  Please be kindly advised that per existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent the item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. **** of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. As it was stated in the email sent to the customer on 06/23/2022, the publisher reserves the right to contact the customer for more details about the purchase but is not obliged to do so. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  All the information that can be freely shared by us was supplied to the customer and we hoped for their cooperation regarding this matter. 
  
  The company 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:08/12/2022

  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 three books to the company. The company agreed to pay me $126.86 by check. The check arrived. I deposited the check. The check subsequently bounced and was returned. My bank took $126.86 out of my account. My bank also charged me a $12 fee for a returned item. I have attempted to contact the company via phone and email to resolve the situation. I cannot seem to get in touch with a representative of the firm. The company owes me $138.86. Those doing business with this firm should exercise caution before entering into an agreement with the firm.

  Business Response

  Date: 08/20/2022

  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 $126.86.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the amount of $126.86 was successfully sent to the address the customer provided within the order details on 08/02/2022. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier. The check should have been delivered before or on 08/30/2022. Unfortunately, the **** is reported to have some delays in deliveries due to the significant increase in income mail of all kinds, thus the check could have arrived a few days later than expected.
  
  On 08/11/2022, the customer informed us that the check received bounced and could not be cashed out. It seems that an attempt to cash out a check #****** resulted in a charge by the bank. Please be advised that all the basic information required by the bank is contained in the numbers located at the bottom of the check, which include Routing Number, Account Number and Check Number. If some information is lost during the scan, the checks cannot be cashed out for one reason or another, in this case due to the account being closed. Unfortunately, the situations with the checks being poorly scanned occur, and they are reflected in the bank system as a fraudulent attempt to cash the check, showing that the account is closed. In such circumstances, the bank charges a fee, even though the account is not closed and the check was never scanned prior to that. Please also note that such an issue may arise if the bank workers do not scan the check properly, if parts of routing or account numbers get lost during scanning, thus it seems to the system that there's no money in our account.
  
  However, we have consulted our ********************* on the issue multiple times and checked all the necessary details with our bank, and it was confirmed that our account is always open so that we are able to ship out hundreds of checks almost on a daily basis for our customers to deposit, and such occurrences are quite infrequent. Therefore, the check in question should have been valid for deposition. Moreover, as was also noted by our *********************, we are not authorized to reimburse the charges not applied by us, as such actions could be viewed as fraud or money laundering.
  
  In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their PayPal account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via PayPal to the email provided by them on 08/17/2022. The customer was also advised to contact their bank regarding the reimbursement of the charged fee.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation, since the payment was reissued to the customer's PayPal account on 08/17/2022, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  ******
  BooksRun Team  

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a book to BooksRun; they quoted me for $40.35. After receiving the book, they sent me a check for $32.38 without explanation as to why the quoted price was lower. I have tried contacting their customer service and was promised a response within two business days, but this was more than two business days ago.I would like to either receive the missing $7.07 or receive some sort of explanation as to why I have not been paid what I was promised.

  Customer Answer

  Date: 08/10/2022

  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,
  
  *********************