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Replied
Rental Textbook
I rented a textbook from them that arrived with a 2 inch cut in the front cover. There is nowhere on their website that explains how to report receipt of a damaged book. When I returned the book they charged me the full price of the book plus the rental charge. I did not damage the book and now I am being charged a rental fee and a replacement fee for a book they have in their possession. They don’t answer the phone. Only one way communication via email which is to their benefit only.
Desired outcome: I should not have to pay for a book I did not damage.
This complaint has been resolved automatically due to user's inactivity.
Please let us explain the occurred situation with rental order #2965492 to proceed further with the required resolution appropriate for all parties engaged:
It appears that the customer placed a rental order on 10/17/2022 for 60 days for the item Anderson's Business Law & The Legal Environment - Comprehensive Edition (MindTap Course List), ISBN: 9780357363744 with the due date stated as 12/16/2022. The item was shipped to the customer on the next day with tracking number 9241990318402201433089. During the whole rental period, our support team was never contacted by the customer.
Please note that the item Anderson's Business Law & The Legal Environment - Comprehensive Edition (MindTap Course List), ISBN: 9780357363744 was rented by the customer in “Used - Very Good” condition. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present. However, on 12/21/2022, we received the book heavy wear, as the binding of the book was ripped. Please see the photo of the book received. It is worth noticing that the said wear in the book exceeded the allowed amount to be present in a book in “Used - Very Good” condition, which is minor signs of wear.
Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the item’s condition in accordance with a wide range of features.
As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the item’s delivery. Otherwise, the customer becomes solely responsible for any condition change incurred. If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since many markings and/or highlighting automatically change the initial condition of the book to “Used - Acceptable” with heavy wear. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.
We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Very Good" condition and received it back at our facility in "Used - Acceptable" condition with heavy wear. Therefore, 60% of the purchase price was charged.
The customer reached out to us via email on 12/23/2023 only after the extra charge was applied to their account and did not provide any images indicating damage to the item once it was delivered to their address. However, in order to make up for any inconvenience caused and change the customer’s impression of our company, we were glad to investigate the matter further and assist in resolving it, therefore, after a thorough review of the case with our supervisor and by taking all the information provided by the customer in consideration, as a courtesy, we were going to issue a 60% refund of the extra charge applied, however, were unable to do so due to the dispute being opened with the bank. If the claim with the bank is opened from the customer’s side, we will not be able to issue any kind of refunds as the funds are frozen for the duration of the review of the case. Thus, the resolution from the bank will be provided within the next 2-3 months.
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.
BooksRun always works towards improvement of customers' satisfaction rate and we make our utmost efforts to keep our policy as much customer-oriented and transparent as possible.
Regards,
BooksRun Team
Replied
Customer service
I bought a brand new book in plastic from a college bookstore. Finished the class so I TRY to sell the book to booksrun. I send it in then receive an email that the book is fraudulent. They will not send money or the book back. I have emailed multiple times and have not received any response. I believe this place is a scam. I want either my book back or the money they claimed they would give me.
Desired outcome: My book back or money
The complaint has been investigated and resolved to the customer's satisfaction.
Please let us explain the occurred situation with buyback order #3071012 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 $20.45.
Upon processing it appeared that the copy of the item The Bedford Handbook with 2020 APA Update (ISBN: 9781319361082) 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. § 2320. Trafficking in counterfeit goods or services.).
Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as India, China 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 #3071012, the illegality of the distribution of counterfeit books and that the item was to be surrendered to the publisher on August 17, 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. Uneven binding glue;
2. Poor quality of print, with the text being uneven, smudged, with unnecessary spaces between words;
3. Poor quality of printed images and formatting elements, such as smudged print and uneven lines;
4. The QR code should be laminated and have rounded edges instead of a square.
Please see attached the respective images for reference. However, just to be sure, the item has indeed been sent to the publisher (Bedford/St. Martin's) 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 The Bedford Handbook with 2020 APA Update (ISBN: 9781319361082) 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 17, 2022, and the response was provided by our representative on Sep 6, 2022 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.
All the information regarding the counterfeit items that can be freely shared by us was supplied to the customer in the mail sent on Sep 6, 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.
BooksRun always works towards improvement of customers' satisfaction rate and we make our utmost efforts to keep our policy as much customer-oriented and transparent as possible.
Nevertheless, we take trading of counterfeit copies profoundly and apply strict measures towards this matter since it is prohibited by the U.S. Code.
Regards,
BooksRun Team
Replied
Fraudulent company
100% scam company.
I sold 5 books they said they didn't receive 2 of them. Ironically when I sold them I noticed they didn't have any available to purchase on their website but now they have quantity 1 of each one available for purchase. You can't make this stuff up. So yes they received my two books, lied and said they didn't receive them and are now selling both of them.
I just pray they get a class action lawsuit against them.
Desired outcome: I reported through bbb and no resolution due to this company is fraudulent and lies.
The complaint has been investigated and resolved to the customer's satisfaction.
Please let us explain the occurred situation with order #2868163 to proceed further with the required resolution appropriate for all parties engaged:
According to our records, within the order in question 5 items were quoted. However, the package under the shipping label with the tracking number 9449036109361238102148 attributed to your buyback order arrived with only 3 books and the items Linux Essentials (ISBN: 9781119092063) and Cyberethics: Morality and Law in Cyberspace: Morality and Law in Cyberspace (ISBN: 9781284184068) were missing.
It can also be confirmed by checking the total weight of the package received being only 6 lbs, whereas the label was provided for 9 lbs. We have no doubts that there was no intention to deceive us from the customer's side, therefore, once they contacted us, our representative requested more information on the package received from our processing department to make sure that the package arrived at our facility with all items quoted. Unfortunately, it appeared that the box with the shipping label attributed to the order in question contained only 3 items and the screenshots from the video footage of the moment the package was checked into our warehouse system confirming this information could be provided as proof of our words and indication of our honesty.
The payment for the items missing could not be processed as we did not receive them, however, the payment for the rest of the items was successfully issued via PayPal to the email address provided by the customer on 05/18/2022.
We hope that the matter with the package can be resolved with the help of the mail carrier and the books initially quoted can be located. From our side, all the necessary guidelines and copy of the shipping label along with the packing slip have been provided to the customer so that this matter could be reported to the mail carrier.
As an experienced and established participant at the textbooks market, we are eager to provide good service to our customers, as we strive to sustain our earned reputation among other established companies, and we continue to work hard on keeping our policy as transparent as possible.
Respectfully,
BooksRun Team
Hello BooksRun
I received my payment via PayPal but my PayPal account as been limited
A refund as sent back to BooksRun , so will like to provide a new PayPal email for the payment again
Replied
#2598334 my order was never cancelled
Hello,
I ordered two books from booksrun. I realized my teachers already provided the textbook for us so I contacted booksrun that same day before shipment began and requested for them to cancel both orders to which they told me they did. Few days later I went to check to make sure it was fully cancelled and it showed only ONE of my orders was canceled not BOTH. I tried emailing booksrun, its been 4-5 days they still have not responded. I have tried calling multiple times no one picks up.
Desired outcome: Please I would like my refund back because I had contacted you guys to cancel both orders but only 1 was canceled.
The complaint has been investigated and resolved to the customer's satisfaction.
Please let us refute customer's statement providing detailed explanation.
On July 5, 2022, the customer reached out to us via LiveChat with a request to cancel the shipment of 1 of the 2 books purchased with us in order #2598334: Disability Across the Developmental Lifespan: An Introduction for the Helping Professions. It was confirmed by the customer that only one book should be refunded and the second one should be shipped (Crisis Intervention Strategies). The second book was shipped as there was no request to cancel it.
Chat archives are stored for 6 months and this evidence can be provided upon Complaints Board's request as public disclosure of private correspondence is prohibited.
In any case, the customer was supplied with the return guidelines in case they will not need the item after its delivery.
As an experienced and established participant at the textbooks market, we are eager to provide high quality service to our customers, and we have no interest in deceiving or holding the payment from clients. We strive to sustain our earned reputation among other established companies, and we continue to work hard on keeping our policy as transparent as possible.
Thank you for your time and consideration.
Best regards,
Arthur
BooksRun Team
Replied
BooksRun - order #[protected] not delivered
I ordered a book, order number #[protected] on 31 May 22, and received a shipping confirmation shortly afterwards. This was for a fairly expensive textbook approx $76.00, plus $25 shipping fee
A week later I received an email saying that the item had been delivered.
It had not been delivered, but i though perhaps this was an automated email and I would receive it shortly
Three weeks later and it still has not been delivered.
Desired outcome: The book to be delivered, or a replacement book to be provided
The complaint has been investigated and resolved to the customer's satisfaction.
Please be kindly informed that the order in question was placed not directly from our company, but from Alibris website (https://www.alibris.com/). Alibris is our partner which helps us to conduct shipping to Australia as, unfortunately, we do not have this option yet.
Please see the tracking number 9449036109361382069472 (https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9449036109361382069472) of your order #70404077. According to the information provided by the mail carrier, the package "was delivered on June 6, 2022 at 8:42 pm, in FOLCROFT, PA 19032." The address stated corresponds to the Alibris freight forwarding center. The package has been delivered to the facility in question and after that was sent with a new label and tracking number to your direct address. The reason for such shipment is the fact that we do not ship internationally.
This point is specified in your order details on Alibris website and the new tracking number is also specified there. According to our records, the package has been successfully delivered to your destination already. Please contact Alibris support in case there are any issues with the final delivery as, unfortunately, BooksRun cannot request information from the international mail carrier since Alibris is the shipper.
Nevertheless, you may reach out to us via info@booksrun.com in case there are any issues with the product itself you bought and we will be happy to assist you.
Thank you for your understanding regarding this matter.
Regards,
Arthur
BooksRun Team
Replied
Haven't received my book and can't get in touch with anyone!!!
I rented a book on May 14, 2022, and the money was debited from my account the same day. It says it's been shipped but no further information is available. I have tried to call several days and several times but keep getting an automated recording. I have emailed several times but have not gotten a response. At this point, I JUST WANT MY MONEY BACK! This is NOT a good way to do business!
Desired outcome: I want my money back! I deserve an apology and a free rental.
The complaint has been investigated and resolved to the customer's satisfaction.
Rental order #2474613 was successfully shipped on 05/16/2022 with the standard method of shipment upon customer's request which is right within 24 business hours after the order placement. According to USPS tracking number 9449036109361324889366 provided inside the order, unfortunately, the package was lost in transit. Actual delivery time depends on various factors, such as proximity of your location to USPS processing facility, volume of shipments, weather and more. In case with this rental, unfortunately, we could not fulfill the order due to the mail carrier's irresponsibility that lost the package. We have sent multiple service requests to USPS in order to retrieve the package and to facilitate the process of delivery, however, USPS failed to assist us appropriately: "The US Postal Service® received the search request you submitted and it's being processed. Your package has not yet been recovered, but every effort is being made to locate your item(s)."
Unfortunately, we cannot influence or speed up the work of mail carrier after the product is shipped, however, we always stay in touch with the carriers and our local post offices and carefully monitor the delivery process so that we could take certain measures and notify our customers.
Resolution: since the package was not eventually delivered to the customer's address, we issued the full reimbursement to the customer's original payment method and, in order to make up for the inconvenience caused, provided the customer with a 5% discount on the next purchase/rental order.
In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues.
Regards,
Arthur
BooksRun Team
Replied
Book buyback complaint buyback order #2899625
Do not sell books back to BooksRun! I purchased a new textbook from BooksRun, ended up using the Ebook. The physical book was never used. They offered me $33.97 for the completely unused book that had sat in the original packaging since I got it. I had literally opened the package, looked at the book without turning the pages, and put it back in the padded...
Read full review of BooksRun
Replied
Selling books to Booksrun
On 2/28/22 I put my Son's book on here:
Isbn10: [protected]
Isbn13: [protected]
Condition: Used - Very Good
Quantity: 1
Title: WE THE PEOPLE,ESSENTIALS ED. BookRun was buying for $17.28
Originally bought from University of Cincinnati Blueash bookstore.
Booksrun received the book I sent to them & said it was counterfeit. That is a total SCAM . I hope nobody else use this place. I hate to think what would happen if I bought a book from Booksrun
Desired outcome: Refund of My $17.28 like originally told
The complaint has been investigated and resolved to the customer's satisfaction.
According to our Terms and Conditions (https://booksrun.com/page/terms-and-conditions), which all our customers agree to be bound by once placing an order, price quotes are valid for 5 days and may be adjusted in case item ISBN is different from quoted. Also, barcode and ISBN should be printed on the book, not on a sticker. Please see the screenshot enclosed.
In case with buyback order #2781613 placed by the customer, the total quote was adjusted due to such main reason: we received the textbook "We the People" with an ISBN which is different from the initially quoted. The item was initially quoted with ISBN 9780393664645 which corresponds to a paperback 2019 edition of the book. In fact, this ISBN was stated not on the book, but on the sticker that covered the actual ISBN of the 2018 edition (9780393679670) which goes against our policy. Due to this reason, the quote for the item "We the People" was adjusted from $17.28 to $3.37. Please find the image attached to this response.
Such practice can be considered as fraudulent as the price applicable for the 2019 edition is higher. Please note that quotes are adjusted automatically by the system taking into account the current marketplace situation. As an experienced and established participant at the textbooks market, BooksRun is eager to provide high quality service to our customers, and we have no interest in deceiving or holding the payment from clients.
We do understand the frustration when the final price is lower than expected; however, our processing department carefully inspects all items received and acts within the framework of our policy (https://booksrun.com/page/terms-and-conditions) to guarantee the rights and obligations of our valued customers.
Resolution: We cannot satisfy the customer's offered resolution because of the customer's attempt to sell a cheaper item for a higher price by covering the actual ISBN with a sticker which goes against our policy.
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. 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.
Regards,
Arthur
BooksRun Team
Replied
texbook rental
I rented a book from Booksrun. When the rental was up, I received a reminder and promptly put the book in the mail with the address return label provided. I received no more reminders about book, figured book was returned. Five months later I get charged at first $30, then $80, then $100+ for this book that I don't even have and now I'm trying to figure out where my mail receipt was because, well, five months passed before they decided they didn't have it--a nice amount of time that makes it likely people think the return is okay and don't have receipts. I'm sure that's a coincidence...
Desired outcome: I don't want to be charged for a book I sent back almost six months ago!
The complaint has been investigated and resolved to the customer's satisfaction.
Please let us explain the occurred situation with rental order #1747950 to proceed further with the required resolution appropriate for all parties engaged:
It appears that the customer placed a rental order on 07/05/2021 for 60 days for the item Home, School, and Community Collaboration: Culturally Responsive Family Engagement, ISBN: 9781506365732 with the due date stated as 09/03/2021. The item was shipped to the customer on the next day and according to the information provided by the mail carrier within tracking number 281128998855 attributed to the order, the package was delivered to the recipient's address on July 8, 2021, 11:06 pm (https://www.fedex.com/fedextrack/?trknbr=281128998855&trkqual=2459402000~281128998855~FX).
Since the deadline for the order in question was stated as 09/03/2021, before or on this date the book was supposed to be returned back to us. According to our records, the return shipping label was generated onli on September 4, 2021, which is after the expiry date, however, we did not receive any update regarding the return of the order since there was no acceptance of the package indicated by the mail carrier since that date. Please see the archived tracking information attributed to the return shipping label: https://track.easypost.com/djE6dHJrXzM0NTM3NzhjNmEyMDQyYjliNGEwNjJhMDY0ZGMwNDg4.
According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 09/18/2021). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
Due to the fact that by 09/18/2021 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item ($88.09) was to be charged. However, the customer blocked their card which made the charge impossible until 02/17/2022 (there were more than 160 attempts during that time), while no information regarding the return of the item was provided by the customer upon our request. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
The customer indeed reached out to us 5 months later in February 2022 and was notified that, unfortunately, our system does not know if the order is shipped back or not if our shipping label does not indicate acceptance, and as per our records, the item was never received at our processing facility as the customer would have received the confirmation letter to their email address. However, we would be glad to assist in resolving this matter once the tracking number is provided by the customer if the package was shipped on their own before the deadline. Nevertheless, the tracking number was never provided by the customer as they refused to cooperate with us. Please also note that in our correspondence with the customer in February 2022 they used offensive language. In case a customer chooses to use profanity in their language, according to our internal policy, customer support agents have the right to apply certain restrictions to such communication.
Let us please draw your attention to the fact that there was no prior communication with us about the issue from your side for more than 5 months, however, we are always eager to investigate any arisen issue our customers may have, and for that reason, we are available via email, phone and LiveChat 24h a day. As per the existing policy, customers should get in contact with us reporting the problem as soon as possible in order to receive assistance promptly.
Please note that since the card information was not updated and the indebted amount could not be charged from the customer's account, the case and its account details were passed to a Third Party Collection Agency, and as of now, this agency is taking care of the issue in question.
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 charge the customer's account for no reason, and we always provide a well-grounded reason which is supported with definite evidence.
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,
Arthur
BooksRun Team
Replied
Purposely Lowering Resell Value after Receiving Books
I originally used BooksRun to sell two textbooks, valued at 25 dollars together - they took forever to send their check and marked the price down to 8 dollars because of heavy wear and water damage, I disagreed, but it was my best option so I assumed it was a mistake and moved on. Sold another book with them later in the semester that I barely used so that I could resell it - I bought it brand new and only used it for half of the semester because I received it late. Most of the time it was kept in its packaging so I could keep the resell value high. I literally wouldn't even carry it in my backpack to make sure it didn't get creases and I could at least get a good amount of cashback. The value for this from BooksRun was 44 dollars (originally 120) and after two months, they marked it down to 17 dollars because of "heavy wear". The 'heavy wear' in question was two pictures of my book I received: a blank page with no damage, and a half inch waterdrop. They charged me 9 dollars to have it sent back to me if I rejected the new offer.
Desired outcome: I don't want them to take advantage of other students and give them a fair price.
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry to hear that you had such a negative experience.
The book An Invitation to Environmental Sociology (ISBN: 9781506366012) in buyback order #2647943 had its quote adjusted automatically from $43.82 to $17.18 because we received it with signs of water damage. Unfortunately, we cannot purchase items that have liquid stains of any origin and wavy pages at the original price. Pictures are attached inside of the order and to the notification letter about putting customer's order "On Hold' sent to customer's email address.
In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
In such cases, the order is placed on hold for 7 days, plus 48 hours more for reprocessing, and, during this period of time, it is possible to request the return of the item and have it sent back to you. Please note that, according to our records, the above-mentioned adjustments were successfully accepted by the customer on 01/04/2022. Again, the customer accepted the adjustment. This fact proves that book that was sent to us do not correspond to the condition quoted initially by the customer. Please note that in this particular complaint, the customer did not attach images which clearly depict the damage in question. Please check additional images attached to our response.
We do understand the frustration when the final price is lower than expected; however, our processing department carefully inspects all items received and acts within the framework of our policy to guarantee the rights and obligations of our valued customers. As an experienced and established participant at the textbooks market, we are eager to provide good service to our customers, as we strive to earn a reputation among other established buyback companies.
We are sorry for the inconvenience.
Respectfully,
BooksRun Team
Replied
Customer Service
#2751523
I received a quote for 50 dollars less even though their complaints totaled to less than three dollars. Their live chat feature has had me waiting "5 minutes" for over an hour. I reached out to email and nothing yet, although recently. They do not answer their phone either. It is a fundamental scam that preys upon poor college students who will take every penny they can get. I am sure they dispute every quote and always pay less or force you to pay money and ship it back. Lacks transparency and is exploitative. I will be filing suit if I do not hear back and my attorney who specializes in corporate law is formulating a cease-and-desist. Willing to go to all measures to ensure this company stops with the tomfoolery.
A soon to be lawyer
Desired outcome: A resolution
The complaint has been investigated and resolved to the customer's satisfaction.
According to our Terms & Conditions (https://booksrun.com/page/terms-and-conditions), "Price quotes might be adjusted in following cases: Item ISBN is different from quoted", which is exactly the case since the following books were quoted incorrectly by the customer in buyback order #2751523:
1. Frenemies: How Social Media Polarizes America (ISBN: 9781108472531) was quoted with ISBN 9781108459952. The quote was adjusted from $10.01 to $0.30;
2. The New Jim Crow: Mass Incarceration in the Age of Colorblindness (ISBN: 9781595586438) was quoted with ISBN 9781620971932. The quote was adjusted from $3.39 to $0.61;
3. The American Political System (ISBN: 9780393283570) was quoted with ISBN 9780393675283. The quote was adjusted from $32.72 to $5.91;
4. Private Government: How Employers Rule Our Lives (and Why We Don't Talk about It) (The University Center for Human Values Series, 44) (ISBN: 9780691176512) was quoted with ISBN 9780691192246. The quote was adjusted from $4.43 to $4.34;
Moreover, the actual ISBNs on some of the items were covered with stickers with incorrect ISBNs which goes against our policy (https://booksrun.com/page/terms-and-conditions): Barcode and ISBN should be printed on the book, not on a sticker. Such actions can be considered as fraudulent.
Please note that quotes are adjusted automatically by the system taking into account the current marketplace situation. As an experienced and established participant at the textbooks market, BooksRun is eager to provide high quality service to our customers, and we have no interest in deceiving or holding the payment from clients. Please find the images of actual ISBNs attached to this letter for reference.
We do understand the frustration when the final price is lower than expected; however, our processing department carefully inspects all items received and acts within the framework of our policy (https://booksrun.com/page/terms-and-conditions) to guarantee the rights and obligations of our valued customers.
We always carefully examine and process the items received in order to make sure they correspond to the condition in which they were initially quoted. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues.
Best regards,
Arthur
BooksRun Team
Replied
Reducing price of books after receiving
I sold Booksrun eight books that they gave me a quote of $59.73 for them. When they received my books each one was given a lower price. The new price for the eight books was $47.83. I was not told why the price of each book was being reduced. They send you an e-mail asking you if you want to accept their new price. What are you to do if they have your books and you won't get them back. If I knew they were going to reduce my prices I would have sold them to another vendor. I will not be selling anymore books to Booksrun. This is not the first time they have done this to me but it will be the last. I was sent an e-mail on 1/7/2022 saying I would receive my check no later than 2/04/2022. I actually received the check on 1/25/2022. Don't waste your time selling your boos to these people.
Olin Cooper 1/25.2022
The complaint has been investigated and resolved to the customer's satisfaction.
According to our Terms and Conditions (https://booksrun.com/page/terms-and-conditions), which all our customers agree to be bound by once placing an order, price quotes are valid for 5 days and may be adjusted in case item's condition is different from quoted. Please see the screenshot enclosed.
In case with buyback order #2680322 placed by Olin Cooper, the total quote was adjusted due to such main reason: we received the textbooks with the signs of wear that did not correspond to the "Used-Very Good" condition initially quoted by the customer.
Unfortunately, the following items had their quotes adjusted:
1. The Complete Guide to Natural Healing, ISBN: 9781886614963 - from $1.74 to $1.39
2. An Introduction to Crime Scene Investigation, ISBN: 9781284108149 - from $30.53 to $24.42
3. Living Arabic: A Comprehensive Introductory Course, ISBN: 9780974484341 - from $3.31 to $2.65
4. A New Arabic Grammar of the Written Language, ISBN: 9780853315858 - from $8.80 to $7.04
5. Criminal Investigation (Justice Series) (2nd Edition), ISBN: 9780133587944 - from $3.81 to $1.52
6. Criminology: A Sociological Understanding (Mycjlab), ISBN: 9780133458992 - from $3.64 to $2.91
In order to determine which category the textbooks we receive fit, we use Amazon guidelines. The simplified version of those is presented on our website. You may also see our buyback condition guide for more information. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features.
For these reasons the condition of the books in question was automatically changed from “Used - Very Good” initially quoted to “Used - Acceptable”, and their quotes changed accordingly.
All the changes made to the order were reflected in the order details on the customer's end. A customer can be aware of the quote adjustments simply by keeping track of the order on our website.
Even though the changes were observed on the customer's end, unfortunately, the customer did not reach out to us expressing any concerns regarding this matter, which made our assistance quite limited and the payment check was sent to the customer's destination.
We always carefully examine and process the items received in order to make sure they correspond to the condition in which they were initially quoted. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues. We are always eager to provide high-quality service to our customers, and we have no interest in deceiving or holding the payment from clients.
Regards,
Arthur
BooksRun Team
Replied
Order #[protected] - book never mailed
I have been trying to contact Booksrun since 1/10/22 and only just received a reply today 1/17/22 after contacting them via Facebook. The tracking information indicates that the book was not delivered to the post office. This was confirmed when I opened an investigation with the post office. I have provided the service request number via email to Booksrun.
At this point, in addition to a refund of the money I paid, I would like an additional $27.86 so I can purchase the same book used through my school's bookstore. I have provided screenshots and a link to verify the price via email to Booksrun. This has been a huge headache and very stressful.
Desired outcome: A refund of the money I paid, I would like an additional $27.86 so I can purchase the same book used through my school's bookstore.
The complaint has been investigated and resolved to the customer's satisfaction.
Please be informed that the order in question was carefully packed and shipped via USPS to the customer's destination within 24 business hours as advertised, on 12/27/2021 at 05:12 pm. The order was placed by the customer with standard (free) method of shipment and the expected time of arrival was specified accordingly: 12/29/2021 - 01/07/2022.
The delivery rates are provided by the mail carrier, and, unfortunately, once the order is shipped, we cannot influence the timeframe, during which the package stays in transit. Actual delivery time depends on various factors, such as proximity of final location to mail carrier's processing facility, volume of shipments, weather and more.
Nevertheless, we did our best to have the package delivered to the customer's destination by contacting USPS multiple times. During the global pandemic, we still do our best to keep our services high quality. However, current circumstances have influenced the work of mail carriers which sometimes may result in the carrier not scanning the packages at each location, providing updates and delivery with a delay, or delivering the package without any updates in the tracking system. USPS sometimes does not provide updates for a while, or it might indicate a delay on their behalf. Please also be kindly informed that USPS experiences numerous delays at the moment due to the following reason: prolonged severe weather conditions across the U.S. are causing delays including the ability to pick up and deliver packages in certain cities.
Eventually, it was confirmed by the mail carrier on 01/18/2022 that the package is lost, therefore we issued full reimbursement to the customer for this order immediately. The customer received the full amount, and, in order to make up for the inconvenience caused, we provided the customer with a 10% discount for the next purchase. The 10% discount will be issued no matter what the item's price is.
We do hope that this resolution is appropriate as we did our best to assist the customer with the item's delivery and acted promptly with a full reimbursement. In addition to this, a discount for the next order was provided as well.
Regards,
Arthur
BooksRun Team
Replied
Total scam for book buyback
I sent two books that were in good condition and got an email saying that they both had water damage. That was not possible, one was almost brand new. If there was damage it happened in their possession and not mine. I sent two books of good quality. I feel this is a very dishonest business practice. I sell books regularly and I've never had this issue with any other company. I have no practical option at this point but to accept their offer but never again.
Desired outcome: Honor full quote
The complaint has been investigated and resolved to the customer's satisfaction.
We are sorry to hear that you had such a negative experience.
Please note that, according to our records, you have not reached out to our Support team regarding this issue for the proper explanation of the matter. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues.
The books Nurses' Handbook of Health Assessment (ISBN: 9781496344540) and NCLEX-RN For Dummies with Online Practice Tests (ISBN: 9781119692829) had their quotes adjusted automatically from $18.77 to $7.51 and from $13.30 to $5.32 because we received them with signs of water damage. Unfortunately, we cannot purchase items that have liquid stains of any origin and wavy pages at the original price. Pictures are attached inside of the order and to the notification letter about putting your order "On Hold' sent to your email address. Please note that more details could be provided upon your request.
In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). For these reasons, we also strongly recommend wrapping the contents of the package in plastic to prevent damage during shipping. Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders.
In such cases, the order is placed on hold for 7 days, plus 48 hours more for reprocessing, and, during this period of time, it is possible to request the return of the item and have it sent back to you. Please note that, according to our records, the above-mentioned adjustments were successfully accepted by the customer on 12/02/2021. Again, the customer never reached out to us expressing any concerns or complaints and accepted the adjustment. This fact proves that books that were sent to us do not correspond to the condition quoted initially by the customer.
We do understand the frustration when the final price is lower than expected; however, our processing department carefully inspects all items received and acts within the framework of our policy to guarantee the rights and obligations of our valued customers. As an experienced and established participant at the textbooks market, we are eager to provide good service to our customers, as we strive to earn a reputation among other established buyback companies.
We are sorry for the inconvenience.
Respectfully,
BooksRun Team
Book sale
Booksrun falsely claimed that a book I mailed in good condition was water damaged and reduced their offer to pay by 70%. Booksrun Ignored my request for evidence of the alleged damage and instead sent an unauthorized reduced payment without my consent.
Desired outcome: Book returned, photograph of water damage provided, or original offer paid
Buyback order book
I been waiting more than a hour for costumer service chat and haven't received any response the status of my order says received but they haven't send any money to my account they received on august 30th haven't receive nothing is not the first Time I been waiting more than one hour for the chat
Replied
Textbook
I put in an order for a textbook about two weeks ago. The next day I found out I no longer needed the book so I sent an email to the company asking them if I could cancel the order. I didn't get a response until a week later telling me that the order was already shipped and there was nothing they could do. I let them know way ahead of time I didn't need the book and now I'm stuck with it and don't know what to do. I've been calling everyday for a week now and emailing. I've gotten no other responses. I'm very irritated and I don't plan on using this company again in the future.
Desired outcome: Refund for textbook
The complaint has been investigated and resolved to the customer's satisfaction.
Unfortunately, there is no option to cancel an order after it has already been shipped, which is exactly the case. The customer reached out to us the next day after order placement when the package has been carefully packed and shipped to the destination already. Despite the fact the customer placed this order as a rental, which is not eligible for reimbursements at all (https://booksrun.com/page/terms-and-conditions, section "Purchases and Rentals"; subsection "Shipping and Returns", bullet-point 9), we came up with an offer of resolution. Please note that the customer agreed to Terms&Conditions once placing the order.
We offered to return the item for a 90% refund and received a positive response from the customer. Again, we would like to point out that rental orders are not eligible for refunds at all.
The customer agreed with the offer and returned the item back to our warehouse. The above-specified reimbursement was successfully processed to the customer's card on 08/23/2021.
Taking into account the given information, we consider the case to be resolved appropriately. As an experienced and established participant at the textbooks market, we are eager to provide good service to our customers, as we strive to earn a reputation among other established buyback companies.
Regards,
Arthur
Customer Support Team
Replied
Wrong bikj
Been calling them ever since my order arrived, it was the wrong book I already started school and I don't know what to do at this point. I have never encounter anything like this and it is highly unprofessional. They got the money for the book but I receive what I order. Nobody is answering the phone so I can get this issue resolved. I need help fast
The complaint has been investigated and resolved to the customer's satisfaction.
It is indeed true that the wrong book was shipped to the customer's address instead of the one purchased initially. It happened because of a technical issue that appeared in the system.
Nevertheless, once we received the complaint from the customer, necessary measures were taken to resolve the case to the customer's satisfaction. A full reimbursement was issued and the customer was informed that the return of the wrong item is not required. Please note that the item in question is still an expensive book that is eligible for reselling within a buyback program.
Taking into account the given information, we consider the case to be resolved appropriately. We have taken all the information mentioned by the customer into consideration and we will continue working on improving our services.
Regards,
Arthur
BooksRun Team
Replied
Books never received
Hello,
My order # and supporting documentation are attached. I ordered five books on 08/21/2021. Three of the five books I ordered on 08/21/2021 did not arrive but the tracking number says it was delivered. The three books are:
Isbn10: [protected]
Isbn13: [protected]
Condition: Used - Like New
Quantity: 1
Title: Civil PE Practice Exam: Water Resources Depth Version A
$14.94Isbn10: [protected]
Isbn13: [protected]
Condition: Used - Good
Quantity: 1
Title: Civil PE Practice Exam: Water Resources Depth Version B
$19.35Isbn10: [protected]
Isbn13: [protected]
Condition: Used - Very Good
Quantity: 1
Title: PPI PE Civil Companion for the Sixteenth Edition - A Supportive Resource Guide for the NCEES PE Civil Exam
$7.16
The USPS tracking # is 9449037902643856494925 which says they were delivered on May 24, 2021, to an address in Philadelphia (which I believe is where booksrun is based). So not only is the delivery address associated with the tracking number incorrect, it is also impossible that the books were delivered on May 24, 2021, since I ordered on August 21, 2021. I desperately need my books to study for my upcoming exam, I have sent an e mail and a message to booksrun in hopes of resolving this issue. I did not hear back yet.
Desired outcome: I want to know: 1) the status of the order 2) the correct tracking number with a correct estimate on delivery 3) a reliable means of communication with the company so that I know this is actually being handled correctly
The complaint has been investigated and resolved to the customer's satisfaction.
It looks like the package received a duplicate USPS tracking number. USPS reuses tracking numbers and extracts old tracking data from their archive. Sometimes, when tracking numbers coincide, the correct package's location information may be pulled from USPS with a delay.
The customer notified us that they obtained the false tracking information stating that it was delivered to the wrong address as it is reflected on the USPS official website. Therefore, the customer was provided with an alternative service where they can track their package (https://track.easypost.com/djE6dHJrX2FmMzMwOWY5NWY5OTQ5MTRiYmQ3OTAwMzBmZGU3YWJk).
Later, the tracking information stated on the USPS official website was adjusted, thus, the current information on the delivery procedure for the order is the following: it was delivered to the customer's address within the estimated time of arrival mentioned above.
A full refund can be issued from our side in case the customer will return the item to us following the return instructions provided by our representative.
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 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.
Respectfully,
BooksRun Team
Replied
Book buyback
I sold back a Physics book for what I was told would be $31.10. When credited only $24.88, I immediately contacted BooksRun and asked for the original amount or the book back. They told me that the book wasn't in the condition indicated, which was completely false. What they didn't know was that I took pics of the book before I sent it in. When I provided the evidence that the book was in good condition, they completely stopped responding and have not provided the $6.22 difference. Why fight over such a small amount, you might ask? Because companies need to be held accountable for their unethical business practices. You don't get to keep my book and my money.
Desired outcome: Return of $6.22 difference
The complaint has been investigated and resolved to the customer's satisfaction.
It appears that the customer quoted 1 item in “Used-Very Good” condition on our venue to be sold at $31.10 (Conceptual Physics, ISBN13: 9780321909107). Upon processing it appeared that the book was received in “Used – Acceptable” condition which implies that the agreement was initially breached from the customer’s side.
According to our Terms & Conditions, that the customer agreed to cooperate within, once the order was placed, the item shall be received by the processing personnel for further inspection in the condition in which it was quoted so that the payment could be issued in the amount initially offered, otherwise, the quotes may be adjusted.
Since Conceptual Physics (ISBN13: 9780321909107) was received in “Used-Acceptable” condition, the corresponding quote was applied. The payment in the adjusted amount of $24.88 due to the above-mentioned reasons was successfully issued via PayPal on 08/13/2021 to the email address provided by the customer within order details.
Later, the customer contacted us expressing their concerns regarding the payment issued. All necessary details were provided to the customer directly during the conversation via phone. Nevertheless, the customer disagreed with the data specified having chosen to use profanity in their language. According to our internal policy, customer support agents had the right to apply certain restrictions to such communication. Thus, the usage of profanity might have prevented them from receiving the assistance needed.
Nonetheless, in order to potentially reimburse the difference between the initial quote and the payment issued resolving this issue appropriately, the images of the item before shipping were requested from our side. As a result, the images were sent by the customer to the representative who was responsible for this case. It appeared that the book contained damaged corners which did not correspond to the “Used-Very Good” condition which was originally chosen by the customer. The image received from the customer is attached to the complaint.
In accordance with the existing policy, an item in "Used-Very Good" condition contains minor or no signs of wear and tear. This includes markings, tears, and other general damage from use. All pages must be included and attached to the binding, and all text must be legible. Supplementary materials must be included.
Books with signs of cover or page damage, 'dog ears', odor, slight writing, highlighting, and other markings correspond to "Used-Acceptable" condition which is why the item received was determined in this category of books during the examination.
Unfortunately, we cannot satisfy the customer's offered resolution since the initial agreement was violated on their part. 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.
Best regards,
BooksRun Team
About BooksRun
With BooksRun, students can easily search for the textbooks they need by title, author, or ISBN. The platform offers a vast selection of textbooks, including new, used, and rental options, ensuring that students can find the books they need at a price that fits their budget.
One of the standout features of BooksRun is its buyback program, which allows students to sell their textbooks back to the platform for cash. This program is a great way for students to recoup some of the money they spent on textbooks, making it easier to afford the books they need for future semesters.
BooksRun also offers a textbook rental program, which is an excellent option for students who only need a textbook for a short period. The rental program is affordable and convenient, allowing students to save money while still having access to the textbooks they need.
Overall, BooksRun is an excellent resource for students who are looking for an easy and affordable way to acquire textbooks. The platform is user-friendly, offers a vast selection of textbooks, and provides students with multiple options for buying, selling, and renting textbooks.
Yes, BooksRun is a legitimate online bookstore that offers a wide selection of new and used textbooks at competitive prices.
No, BooksRun is not a scam. The company is a legitimate online bookseller that has been in operation since 2014.
Yes, you can trust BooksRun. The company has a good reputation and has received positive reviews from customers.
BooksRun allows users to search for and purchase new and used textbooks online. The company also offers a textbook buyback program for users to sell their used textbooks.
Yes, BooksRun has good customer service. The company provides customer support through a toll-free phone number and an online contact form.
No, there are no hidden fees when purchasing from BooksRun. The company is upfront about the costs associated with its book sales.
BooksRun guarantees the authenticity of all books sold on its site. The company also provides a refund policy for defective or incorrect items.
Like any company, BooksRun has received some complaints from customers. However, the company has a good track record and has resolved most complaints satisfactorily.
BooksRun is owned and operated by an independent company and is not affiliated with any other companies.
You can determine if BooksRun is the right online bookstore for you by researching the company, reading customer reviews, and comparing its prices and selection to those of other online booksellers.
Yes, BooksRun offers competitive prices on textbooks by sourcing its inventory from multiple suppliers.
BooksRun offers free shipping on most orders over a certain amount. The company also offers expedited shipping options for an additional cost.
Yes, BooksRun offers international shipping to many countries. Customers should review the company's international shipping policies carefully before placing an order.
BooksRun has a return policy that allows customers to return items within a certain timeframe for a refund or exchange.
No, BooksRun does not offer rental textbooks. The company specializes in the sale of new and used textbooks.
Yes, BooksRun offers a selection of ebooks and digital textbooks for purchase.
BooksRun offers a textbook buyback program that allows users to sell their used textbooks for cash. The company provides free shipping labels and pays for the shipping costs.
Yes, BooksRun provides order tracking information for customers to track their shipments.
BooksRun offers occasional discounts and promotions to its customers. Customers should check the company's website or sign up for its email newsletter to stay informed about these offers.
BooksRun provides customer support through a toll-free phone number and an online contact form.
Overview of BooksRun complaint handling
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BooksRun contacts
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BooksRun phone numbers+1 (347) 779-2511+1 (347) 779-2511Click up if you have successfully reached BooksRun by calling +1 (347) 779-2511 phone number 0 0 users reported that they have successfully reached BooksRun by calling +1 (347) 779-2511 phone number Click down if you have UNsuccessfully reached BooksRun by calling +1 (347) 779-2511 phone number 0 0 users reported that they have UNsuccessfully reached BooksRun by calling +1 (347) 779-2511 phone number
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BooksRun emailsinfo@booksrun.com100%Confidence score: 100%Supportmedia@booksrun.com99%Confidence score: 99%Communicationpress@booksrun.com98%Confidence score: 98%Communication
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BooksRun address81 Christopher St., Staten Island, New York, 10303, United States
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