ComplaintsforThrift Books Global, LLC
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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
Date of transaction: 11th March 2023 The amount paid to the business: USD ****** Business committed to deliver book: Perspective on Mckinsey by ************************ Nature of dispute: Item was never delivered. Business didn't answer my questions through ***** Answer through the support on thriftbooks.com stated they wouldn't help as 30 days passed since buying.Business didn't try to resolve the problem Order number: **************Business response
03/05/2024
Greetings from ThriftBooks,
We do apologize for the experience. This order was placed on **** marketplace, and ThriftBooks is bound to their terms and conditions. It is prohibited for us to direct a buyer to contact us directly. This goes against the agreed upon terms as a seller. In order for a resolution the buyer must contact **** directly, as the order was placed in January 2023 and is now well over the 90 day policy in place for buyers.
We are happy to address any issues and do our best to resolve those, however, we must abide by the marketplace rules and refer the customer to contact **** directly regarding their order. **** will then contact our team and we will assist in any way possible.
All the best,
ThriftBooks
Customer response
03/05/2024
Complaint: 21349015
I am rejecting this response because: I was trying multiple times to contact either you directly by the **** or I was contacting **** customer service.As a proof I am submitting screenshots of my messages to the company sent via **** as well as transcript of the last (out of a few) conversations with ****'s customer service.
Sincerely,
***********************Business response
03/05/2024
Our **************** Team did respond to the messages sent from **** platform. Attached is the history of our responses to the **** messages.
Further, we cannot take action by way of refund as **** maintains the payment information buyers enter on their platform. Again, we encourage you to reach out to **** who will then contact us.
All the best,
ThriftBooks
Business response
03/05/2024
Response HistoryCustomer response
03/06/2024
Complaint: 21349015
I am rejecting this response because: **** confirmed today it contacted the seller after my contact with **** Customer Support on the 7th of February this year: "Yes I have seen the conversation Mateusz, and they have sent an email to your seller, it just so happened the seller still didn't responding on the email the previous representative send them."Details in the attached conversation with ****.
The conversation from the 7th of February was attached previously.
Sincerely,
***********************Initial Complaint
02/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Thriftbooks is posting ************ hardcover titles on their website and charging $25+ for these titles, however they are shipping paper copies of the same title with sticker prices on those of under $5. I've had this happen twice in the last 60 days. The first copy was The Lion, the Witch and the Wardrobe that I spent $40. I did return for a refund. The second title was Humpty Dumpty and other Nursery Rhymes and I was sent a $2 paper back children's book. I am led to believe that it is intentional now that is has occurred twice.Initial Complaint
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have repeatedly contacted ThriftBooks support to return or receive a refund for books that were sent to me that were either:a) in poorer quality than advertised on their site, per their own description of quality levels b) damaged or incomplete with missing pages c) written in extensively with pen, marker, and highlighter d) the wrong item or ISBN completely I am now being ignored by their customer support team and they are not acknowledging my request for a response, even after I provided multiple photos of the damage and incorrect titles. I am asking for a refund of the remaining incorrect books or to process a return for them, with shipping paid by ThriftBooks. I am listing the titles below for reference:Breakfast at *******'s Catch-22 The Diary of a Young **** A Farewell To Arms The Fountainhead (ISBN 0452286379)The Fountainhead (ISBN 0452286751)The Great Gatsby ***************** Lord of the Flies: (Penguin Great Books of the 20th Century)Nausea Pride and Prejudice The Return of the King ***** of the Rings, Part 3)The Sound and the Fury: The Corrected Text War of the WorldsInitial Complaint
01/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Please send me the book Oath and Honor by ******************* that I ordered last month or credit back my credit card if it is not available. Thanks, *************************Business response
01/23/2024
On December 5, 2023, **************** ordered from Thrift Books a compact disc version of the book Oath and Honor, which was described on the Thrift Books website as backordered at the time **************** placed the order. The compact disc did not immediately ship to **************** because it was on backorder, and **************** was notified in his order confirmation that the backordered item would take 4 to 8 weeks to ship. *************** did not contact Thrift Books about the backordered item prior to submitting his BBB complaint on January 5, 2023. Instead, **************** contacted Thrift Books customer service on January 15, 2023, to inquire about the order,and Thrift Books' customer service representative asked **************** for information necessary to verify the details of the order. Thrift Books became aware of ******************** BBB complaint on January 16, 2023, which was the same day **************** provided to Thrift Books' customer service agent the information necessary to verify the details of the order. Upon **************** providing the information necessary to verify his order, on January 17, 2023, **************** was given a refund for the backordered item. Thank you, Thrift Books ****************Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Complaint against Thrift Books Global Order #******** Request to return part of a book order, purchased for my granddaughter for Christmas. One book is actually wrapped in plastic. She has the books I want to return. The company refuses because none of them cost over $15. What? The books I want to return are: Made in Abyss #2 Made in Abyss Layer 1 Irredeemable Cave Raiders Made in Abyss #3 Fruits Basket #1 The remaining books she is keeping. I asked the woman why it does not disclose their return policy, her answer you need to search under the Return Policy tab. ***************************Business response
01/22/2024
Thrift Books' return policy is clearly linked on each and every page of the Thrift Books website,and every customer must affirmatively acknowledge as part of placing any order that they have read and agree to the terms of service, including specifically the return policy. The Thrift Books return policy says, in relevant part, that Thrift Books will only accept returns in the event of Thrift Books' error and specifically that "[w]e do not accept returns, honor exchanges, or provide refunds for...items that were purchased for $15.00 or less...[or] items that are no longer desired by the customer after purchase." **********************'return policy is designed to prevent abuse and to ensure that we can keep costs low for all our customers. Thank you, Thrift Books ****************Initial Complaint
12/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/132023 I place an order for 3 books on Thrift Books for a total of around $49. When I went to checkout the order would not be processed. it kept telling me that my card information wa incorrect depsite using this card many times over they years. So I went to chat and got Matty. ***** was very rude and refused to help. She said my card was randomly flagged due to no fault of my own and that I couldnt place an order and they could do nothing to help me. I was upset as this was christmas presents and got rude. I was later talking with ***** who also refused to help and closed my account against my wishes. I would like contact by someone who is professional to tell me why this is happening and why the previous people refused to help thank youBusiness response
12/22/2023
To whom it may concern:
************** was notified when he contacted Thrift Books customer service that his card transaction was denied by our payment processor. While we are unable to provide information as to why specifically the card transaction was flagged by our payment processor as unacceptable, given our payment processor provides us only limited information, we attempted to help ************** understand his options. In response, ************** demanded we shut down his account and delete his data, and we complied with that request as required by law.
Thrift Books did not close Mr. ****** account against his ***************************** can offer no solution to ************** regarding why his card was denied by our payment processor. ************** must contact his card issuing bank to understand why his card is being denied.Sincerely,
Thrift Books Customer ServiceCustomer response
01/04/2024
They told me they were unable to close my account when I asked them to and did it out of spite. My card was valid and I want my account reactivated.
Complaint: 21001458
I am rejecting this response because:
Sincerely,
Will *****Business response
01/16/2024
************** demanded in writing that Thrift Books shut down his account and delete his data, and Thrift Books complied with that request.
Thrift Books cannot reinstate a deleted account. Thank you, ********************** ****************Initial Complaint
12/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Thriftbooks would not allow me to ship my order to multiple different addresses so they could then charge me shipping costs on each individual order. They advertise free shipping over $15 however they intentionally do not allow an order to be sent to multiple different addresses so they can keep a greater majority of orders under the minimum order amount then apply shipping costs to those individual orders.For a practical example I purchased 6 books by *********************** and sent it to six different addresses. Each book is less than $15. By prohibiting bundling of the order to be sent to family and friends I was charged for shipping costs on all 6 orders rather than just once. The extra cost incurred by the customer is not fair and I did try to resolve with customer service on 12/5/2023 at 9AM EST but they refused to reimburse any shipping costs while admitting they refuse to allow bundling of an order to more than one address.I have uploaded a document showing all my orders to date beginning in November were subject to individual billing for each item as I was not allowed to send the books to friends and family under one order therefore I feel their policy allows for overcharging of customers.Business response
12/15/2023
To whom it may concern,
ThriftBooks' order management software and system does not allow for orders to be sent to multiple addresses, and the logistics of sourcing book orders from five ********************* centers and routing them to separate destinations in a single order would be cost prohibitive to implement for multiple reasons. Those reasons include, among others, the cost of software and system upgrades to facilitate the request, the increased costs associated with freight and shipping, the almost certain increase in shipping errors, and the resulting customer service issues. While ******************** has many reasons why it does not allow shipping to multiple destinations in a single order, the desire to charge our customers for additional shipping costs is not among those reasons.ThriftBooks strives to keep costs low and service quality high for all customers, and ThriftBooks prioritizes keeping costs low for the vast majority of its customers over catering at great cost to the needs of those few customers who would request shipping to multiple destinations in a single order.Thank you.
Initial Complaint
11/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased from Thrift Books multiple times but have never agreed to any reoccurring charges, yet I have been charged monthly since July 2023. The charge is a reoccurring $14.95 that I did not authorize. I have tried to contact customer support via email and phone and have yet to talk to a representative. I expect a full refund for the 5 months of charges.Business response
11/13/2023
Greetings from ThriftBooks,
We are truly sorry to hear that you have received unknown charges on your credit card. We want to assure you that we do not charge a monthly fee to use our website and we are not showing these charges on our end. We would suggest contacting your bank about these recurring charges. We apologize for your frustration and inconvenience.
All the best,
ThriftBooks
Initial Complaint
11/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought several books that were advertised with dust jackets to complete my collections of several series. The package was returned to the sender, and when I contacted customer service, they told me that I had the option of getting a refund or they would send replacements. I explained the situation to the customer service agent and told them that I only wanted a replacement order if they could guarantee that the books would be the same. They told me they would be and I took the offer of a replacement order. When the books arrived, they were all hardcover books without dust jackets, therefore defeating the entire purpose of my order. In addition, several of the books had writing or doodles on them, when I ordered the editions labeled "very good condition." When I again contacted customer service, I was told that since the **** was the same, they had sent me the correct books and refused to allow me to return the books for a refund or exchange. I'm very frustrated because I would have taken the original refund if I had known they were not going to send me what I ordered.Business response
11/06/2023
Hello,
We are truly sorry that the replacement order you received was not in the expected condition. We have issued a full refund on your original order. Please feel free to keep or donate the items.
All the best,
ThriftBooks
Initial Complaint
10/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My credit card was used fraudulently in the amount of $28.60 on 10/18/23. I am demanding a refund.Business response
10/30/2023
Hello,
We are truly sorry to hear that you have unknown charges on your card. Please send us an email at ***************************** and we will be happy to look further into this and get this charge refunded.
All the best,
ThriftBooks
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Customer Complaints Summary
38 total complaints in the last 3 years.
20 complaints closed in the last 12 months.