Complaints

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

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• 

  Books-A-Million, Inc.

  402 Industrial Ln Birmingham, AL 35211-4465

• 

  Books A Million

  76 Fort Eddy Rd Concord, NH 03301-7404

• 

  Books-A-Milllion

  423 S Range Line Rd Joplin, MO 64801-1611

• 

  Books-A-Million, Inc.

  3710 E Franklin Blvd Gastonia, NC 28056-5210

• 

  Books A Million

  451 Park City Ctr Lancaster, PA 17601-2711

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:04/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While shopping in my local Books-A-Million store, I was sold a membership to the ****************** with the promise of receiving discounts and coupons for shopping in-store and online. The point of the purchased membership was to get additional savings and coupons for shopping through their company. The coupons I received would not open on a mobile device to be used in -store. When I opened them on a desktop device to print out, they had all expired in 2023 (more than 2 years ago.) I tried to use one of coupons for an online order and the promo codes were not accepted by the sales platform. Every time I tried to use one, it wouldn't take any money off of the total and kick me back to the check-out page. I've tried on several occasions and haven't been able to use any of the additional promotions or savings that are supposed to be included in the membership. Again, these were not free coupons. I had to buy them through the membership fee. I've tried contacting customer support but their "live chat" feature is never functional, even during service hours. I've emailed the general help line and gotten no response. And I've also tried using ******** chat, but the representative stopped replying after I asked them for help. In waiting for a response, I am not past the 30-day return window for the refund. I've been waiting for support or responses for several days and now I'm a week outside the return window. I would really like a refund for the membership or get the promised coupons that are not expired so I might actually be able to use them.

  Business Response

  Date: 04/25/2025

  She was sent her coupons on 4/16 by the Team Lead after speaking to her on a FB ticket. There was back and forth and she finally sent her phone number so that we could pull up her membership. The team lead sent her coupons to her, and she never messaged back after that.  

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a book on March 2nd to this day it still says pending trying to gather my items. It doesn't take this long to gather one book for shipping. I've contacted the company several times I'm being ignored. This company is trying to steal from me why else won't they talk to me or answer my requests.

  Business Response

  Date: 03/17/2025

  The customer's email account with us was suspended due to the very foul and unacceptable language used against our associate on February 26th, which is why he received no response about this order.  The order he placed online on 3/2/25 is on back order and also says "On Order" on the website, which means it's on backorder.   

• Initial Complaint

  Date:03/14/2025

  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.

  Made two purchases on 3/13 for a total of $1418. I was so excited because it was for my daughter's birthday and it was hard to find product. I purchased a total of 40 units across 2 orders, and the website allowed it, and went out of stock 20 min ********** forward to 3/14, they cancelled not one, but both orders, send an email apologizing and stating there would still be a hold on my card. They then sent a coupon for 20% off that cant be used on the product I wanted to purchase, and it expires before the hold on my money is lifted. Talk about a complete slap in the face. They offered no other recourse, including waiting on restocking the item. They didnt even offer to refund and send a smaller quantity. Just an Oh Well.Due to their poor online site management, they have now cost me two days of tracking down the product, because I put my faith in them to deliver what I paid for. Instead I'm waiting for a large amount of money to be released, a ruined birthday for my child, and now forcing me to buy from resellers. Absolutely unacceptable business practices in which you cause financial hardship and stress. I will make sure to tell anyone who will listen to stay clear of your poor customer service and inventory management. Beyond disappointed.

  Business Response

  Date: 03/14/2025

  We apologize for the inconvenience this has caused and will be replacing that coupon for the customer and emailing it to her.  We are working on the technical difficulties that our customers have been having with this product. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23067613
  
  I am rejecting this response because:

  First, I am a man, not a her. Second a coupons is only good if I was ever going to shop with you again. This experience was such a disaster that I would never be willing to support your business. The only recourse I will accept is to fulfill my original orders. If this cant be done, then there is nothing to discuss. I wanted a product, you "had" a product, you continued to allow sales of said product, and you failed fulfillment. Also willing to swap to a different style of the same product if it is easier to fulfill. I wpuld either take the ********************** the Prismatic Evolutions Booster Bundles. Fulfill my original quanities purchased, with either product, and I will accept that as a resolution. Not asking for them for free or discounted, i just want what I should have gotten.

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

  Customer Answer

  Date: 04/02/2025

  I have received absolutely nothing from them. No coupon, which is not an acceptable resolution. The last I heard from them was through the BBB after I refused their resolution.
  

  
  

  Business Response

  Date: 04/02/2025

  All pre-authorized funds were voided and released by us and ****** on 3/23/25 for this customer's account.  The 20% coupon cannot be used on certain items, Pokmon included. The fine print explains this.  We could not send a smaller quantity as we had none to send in our inventory.  We apologize for the disappointment this cancellation had on our customer and others in the same situation.  We have also sent an email to the customer today with another coupon included.  There is an expiration date on these.  Thank you for the feedback.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23067613
  
  I am rejecting this response because:

  Clearly stating you're sending me a coupon, after stating that was unacceptable, you did it anyway, as if that was the correct answer. Second, the coupon can't even be used on the product that was purchased. There is no need for response if this is your "best" customer service. I will not be supporting your business, ever, so the coupon is useless. Good day.

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

• Initial Complaint

  Date:03/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Books-a-million has listed several products on their website for online sale, direct to consumer delivery. I have attempted to make thousands of dollars worth of purchases on items that were charged for and eventually cancelled by Books-a-million. Over and over again these cancellations were met by an automated system apology and coupon code for a next purchase. The direct market and consumer manipulation for products this company never intended to sell is obvious and unethical. This company has lost all of it's credibility, integrity, and trust from the consumer. There will be no next purchases from me.

  Business Response

  Date: 03/12/2025

  We understand the customer's frustration.  Due to overwhelming demand, we were unable to fulfill, 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23035016
  
  I am rejecting this response. This is a reoccurring issue, not a one time occurrence. The business has made no effort for consumer interests in this manner.
  
  Sincerely,
  
  ****** *.

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cashier signed me up for three magazine subscriptions without my knowledge. I told her I don't want any magazine subscriptions. She said it was too late, and to call the customer service number on the receipt. I asked for a manager, she told me the same thing. I called the number, and was told I have to call back in 24 hrs. I did , got a recording saying they were closed on Sunday and to call back on Monday. I did, each time I called when I got to the part about wanting to cancel they cut me off. The phone went silent. This morning I got a phone alert that my debit card was used. There were 4 transaction taken out of my bank account to mags.com. I have since gone to my bank, disputed the charges and had to get a new debit card. Not only can you not sign people up for subscriptions without their knowledge, it is illegal to give out someones debit info without their knowledge. Please help me resolve this issue, and make sure it can not happen for anyone else.

  Business Response

  Date: 09/11/2024

  We located an order for Southern Living, People, Better Homes & Gardens and Allrecipes that was placed on September ******, through Books-A-Million (Order# 885947095) 
  We have cancelled these subscriptions today and there was no refund due since the customer was still within their trial period.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went to Books-A-Million to pick up a few things. While checking out, the cashier asked if we would like some free magazines. While we weren't interested, he persisted saying there was no risk and they were free. We said sure, thinking they were samples or something along those lines. He then printed a slip and handed it to my wife to sign. She signed thinking it was a credit card slip since she had just ran her card. Afterwards she noticed it mentioned auto renewal. I asked the cashier if this was a subscription based thing to which he responded no, it was a free trial. Finally, on the third time asking, he confirmed she would be charged. I told him to cancel it to which he said there was no way he could, and we'd have to call (mags.com) to cancel. There was a line forming so to be courteous to the other guests, I didn't pursue it further. I then walked over to a manager to voice my displeasure about the encounter. The manager assured me it wasn't an auto renewing subscription and that they'd just send a card to fill out if I wanted to keep the subscription. I told him that's not what the cashier had said and the manager assured me it was not auto renewing. Once we made it to the next store, I read the receipt and it explicitly states not only is this auto-renewing, but it was by a 3rd party so our data was being transmitted to this third party. When I called the 3rd party, they said they don't have any record of the transaction. I asked how long it would take so I could get this cancelled. They told me anywhere from 4 to 12 weeks before I could get this cancelled.This is beyond unacceptable. To lie to your customers just to boost your subscription numbers is an extremely poor business practice.

  Business Response

  Date: 08/13/2024

  We were able to resolve this complaint with the customer.  

• Initial Complaint

  Date:07/09/2024

  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.

  07/01/2024 - I made a purchase at Books-A-Million in **********, SD for books in the amount of $148.14. The cashier (I did not know the name) asked if I wanted to subscribe to any magazines. I told her no I did want any magazine subscriptions. The next day, my daughter noticed that there were charges on her account - I'm an authorized user and used this debit card for her account on 4/24/2023 in the amount of $47.90. On 4/24/2023 I was subscribed to various magazines at the time of purchase that I never agreed to. Since then I was charged (on my daughter's account) $201.16 for magazine subscriptions I didn't agree to. We had many deaths in our family and didn't notice the charges coming out. We've spoken with Books-A-Million and all they give is a number ***************) for the magazine company (Magazines for Millionaires) and a website (www.mags.com) and basically BAM is basically stating that they cannot resolve this, we have to go through the magazine company, even though the cashiers have been subscribing me to these at the time of checkout when I specifically tell them no. We have contacted the Magazines for Millionaires on 7/2/2024 and they said they would issue a refund of $245.03, for the most recent transactions, in 2-3 business days. Now, when we speak with them they say they tried to issue a refund but the card was declined. I called the bank to make sure the card is active and it still is. They're saying if they can't refund on the card they said they will issue a check that will arrive in 2-3 weeks. This is completely UNACCEPTABLE. I am an elder who lost my husband recently. I spend a lot of money at Books A Million and have been taken advantage of by BAM subscribing me to magazines at checkout when I didn't authorize them to do so. Since 4/24/2023, we've been charged $446.19 for magazine subscriptions that I never authorized. I did receive some magazines and didn't know where they were coming from. I have a Books-A-Million membership from 4/24/23.

  Business Response

  Date: 07/09/2024

  We will reach out to the company that distributes the magazines and resolve the matter.  We will also reach out to the customer via email to let her know what the results are.  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21958798
  
  I am rejecting this response because:  I received a message from Books-A-Million and they are asking for a few days to research.  I understand they need to do research, but as long as I am due a refund I will not say this issue is resolved.  When I am refunded then I will consider it resolved.  I have been dealing with this since July 2, 2024.  I don't understand how my debit card worked fine for them to bill me for the magazines, but when it came time to refund then they claimed the card was declined.  I checked with the bank and the card is active so it should not have declined.  Books A Million could have had the decency to call me instead of just emailing me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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.

  When I went into the Books a Million store in ****, **, I was signed up by their clerk for their membership program with a $25 annual charge. I saw the charge for this year, so after reporting the fraud to my bank, I called Books a Million customer service and they refunded for current year only. I asked if I had been charged for prior years and they tell me they cannot see this history. I asked when I was signed up and they said 2022. They have no record that I have ever used this membership, but they refuse to refund any prior charges. They told me they have proof that I signed up for the membership. The proof they provided to me is a receipt that is NOT signed by me. They have NO record of me signing up or ever using this membership because I did not sign for it. The clerk signed me up for it unbeknownst to me - probably one of their sales tactics. The women on the phone were rude to me. The first woman went to do "research" and then hung up the phone. When I called back, the second woman told me she had proof that I had signed up. She told me she did not have my email address. I refused to give them any additional personal information and I called them a bunch of crooks. She emailed me a receipt (even though she said she did not have my email address) that does NOT have my signature and she turned me into her manager for calling them crooks. I am lucky that I found the charge on my card, but there are probably many who do not see the charge. I want this company investigated and all monies stolen from customers refunded. There is no signed receipt or evidence that I used this membership because I did not sign up for it.

  Business Response

  Date: 04/02/2024

  We have followed up with the customer via email today.  

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/23 I made a purchase online for $41.45 for same day delivery, the order# is *************. I never received delivery of the book in which i purchased. When I called books-a-million they could not track the item & informed me to call ******************* because ******* was subcontracted to deliver the book call "Mom's Story" on behalf of books-a-million. When I asked for books-a-million to provide me with the picture taken after the book was delivered, they said they were unable to provide me with that information (how convenient). When I called the main customer service for *******, they inform me books-a-milllion was responsible for all things related to the order. ******* informed me to call the book-a-million. I've called both locations on 3 separate occasions and still have not received any resolution. I am requesting reimbursement of the $41.45, and I will not be doing business with a vendor who takes advantage of customers. I request a full refund immediately back to the debt card in which I made the purchase from.

  Business Response

  Date: 12/26/2023

  I am researching this and will respond to the customer via email within 24 hours.  .  

  Business Response

  Date: 01/10/2024

  This was resolved on Jan 4, ****

• Initial Complaint

  Date:12/26/2023

  Type:Customer Service 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.

  On December 22,2022 I obtained a book for purchase at Booksamillion. ( The bookshop on the corner, ***********************) The sticker price on book including the imprinted price from publisher both stated the book was $14.99. However the book rang up for $18.99. The cashier said this is a comment issue as the publisher will oftentimes change the price once it is in the store. I informed her that bait and switch is illegal. Her manager confirmed this fact. The manager did offer to give it to me at the sticker price once I asked for a refund. If this is a common occurrence, is there something legally that should be done to warn consumers. I have never had this issue with any other bookstore. I did keep both receipts for the purpose of sharing this information.

  Business Response

  Date: 12/26/2023

  Generally, this is not a common thing.  Known publisher price changes are part of the markdown/mark up process at different times throughout the year. If there is a discrepancy, the store associate will report this via the ticket system and provide a refund of the difference to the customer.  

  Customer Answer

  Date: 01/02/2024

   
  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.
  
  Sincerely,
  
  ***************************