Complaints

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:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an order of seven books arrive with the package smashed on one side. When opening the package the books inside were all bent and/or creased. The box they were in was clearly too small to fit all of them. I emailed support about how to get a refund and yesterday they told me to submit a return request. On the website I only saw options to submit return requests for individual books and not the whole order, so I replied to the support email asking about this. I spent the entire day waiting for a reply. Eventually I decided to just try submitting the return request on the individual books. I tried this for two of them and I was taken to a page that said my return request was submitted and that I should click the button bellow to print a free return label. This button took me to an error page. This morning they finally replied to my email and said that I should in fact submit return requests for each individual book. I replied explaining that I already started to try that and was having problems. I suspect I will have to wait another day for any kind of response.

  

  Business Response

  Date: 07/08/2025

  We have provided a return label for the customer to return all of the items in one box. The label was attached to an email request for return details that he had sent this morning, July 8. We respond to emails as quickly as we can and in the order we receive them from customers. 

  Customer Answer

  Date: 07/08/2025

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

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a book titled ***** **** Color Photography from Just One More Chapter on Alibris. When the package arrived, it contained a book called ********: A Retrospective. On the attached photo you can see 'pull receipts' from the seller I found inside the book, which show the title ***** **** Color Photography, and a photo of the book cover. I contacted Alibris about this and they forwarded my message to the seller. Seller simply stated it must have been mislabled, send it back for a refund. No offer of paying for return postage for their mistake was made. They also remarked returns are a hassle and packages can get lost, which makes me hesistant to mail anything back. But also means if I return the book on my own cost I'm going to have to spend more for confirmation and signature postage for verification. Also note on the attached email chain, they said they preferred to work with 'alternatives', but when asked what these were, I received no further alternatives, just "sorry for the inconvenience, book was mislabled." After this I contacted Alibris again. They responded offering a $5.00 coupon, but no further options. I do not feel I should have to spend any money at all to return a book to a seller who is at fault for not only listing a book on Alibris incorrectly, but shipping the incorrect book to begin with when it obviously didn't match the 'pull receipt' I found left in the book. Personally I'd like to think if I was supposed to ship a large, hardcover book called ***** **** Color Photography (with a photo of the front cover on the pull receipt), and I am about to mail a smaller, paperback book called ********: A Retrospective (with an obviously different cover than on the pull receipt), I would have questioned it before I shipped it off. But no questions were asked, and now I am supposed to spend money to get a refund for seller's error. I am asking for a refund of $21.81 ($16.82 for the book and $4.99 for the shipping of the book)

  

  Business Response

  Date: 07/07/2025

  The customer has been refunded in full with no need for a return as of July ******. The credit to the customer's credit card should appear on their statement within 2 to 5 business days.

  Customer Answer

  Date: 07/07/2025

  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,
  
  ***** Suns

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18, 2025, I accidently ordered a book from Alibris (called alibrisbooks on ***** on ****. I immediately contacted them to cancel my order, but they told me they can not cancel it, and to just ship the book back to them once I've received it. When I contacted them, the order had not been shipped yet since I contacted them within minutes of accidently placing the order. On June 24 the book was delivered to my house. I immediately went on **** to return it, but Alibris want me to pay for the return shipping (approximately $12). Since it was them that refused to cancel my order in the first place, they should be the one paying for the return shipping.

  

  Business Response

  Date: 06/27/2025

  Unfortunately, we are unable to cancel an order once it has been placed. If the item is still in its original packaging, the customer can simply write "return to sender" on the package and put it back in the mail. If the package has been opened, the customer can use the return label and the instructions in the email we sent to him directly through eBay. 

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23523913, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Tony Zeng

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep trying to login into my account and your system rejects my password so I change it and it is again rejected stating my email already has an account and password.Every time I reset the password the same thing happens on and on so I quit ************************** need to replace your programmer or the company providing your tech service.

  

  Business Response

  Date: 04/16/2025

  I'm sorry for the trouble logging into your account. It's likely a problem with latency. When you create a new password and then immediately try to log into the site the system may not have caught up with the updated information yet. I would suggest clearing your cache and cookies in your browser, updating to the latest version of your browser and being sure to enter the password by typing it in yourself, not using an auto-fill process. I have sent you a new link to create a password for your account. Please follow the steps in that email to create a new password after you have updated your browser as noted above. Then type the new password into the password field on the login page and you should have no problem accessing your account. If you continue to have trouble, please send us an email with the details to ******************************* so that we can help you out.
  

• Initial Complaint

  Date:03/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Alibris for the amount of $13.53, the shipping fees displayed were $23. After entering my credit card information and pressing "enter" to confirm my order, I saw that the shipping amount charged was $101!!!! This in itself is already fraudulent. But then when I immediately tried to contact them and cancel this order I found out that there was no way to contact them, no phone number, no chat, I had to send a message via their online form and didn't even get a confirmation for my message.This is dishonest practice and in addition unacceptable to offer no customer service and no way to contact them. It feels like scam.

  

  Business Response

  Date: 03/21/2025

  The customer likely placed their order while physically in the **. This means that while browsing the site, the assumed shipping costs shown will be for domestic shipping. Once the customer entered their shipping/billing information, the shipping amount changed to what it actually costs to ship to ***********, which is much more expensive. That is still shown on the last page of the checkout process with the corrected amount BEFORE the customer clicks the place order button. She must have clicked through to place the order before reviewing the actual finalized amount of the shipping costs. In any case, our agent responded to her email and canceled her order. She will be refunded in full for the order within 2 to 5 business days.
  

• Initial Complaint

  Date:03/04/2025

  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.

  I ordered two books from seller "HPB ******** on ************************** on Feb 11th.When there was no sign of the order arriving, I contacted ************************** on Feb 24th, who told me that it had been returned to sender on Feb 18th and that I would be refunded when they received the package. They suggest I try contacting the seller.I haven't received a refund and have tried contacting Alibris, but get the same response every time. I tried contacting HPB ******* directly, but got no response at all.

  

  Business Response

  Date: 03/05/2025

  The customer entered an incomplete address when placing the order, which is why the items were not able to be delivered. It often takes weeks for items to be returned to sender in this situation. They have not yet been returned to the seller. I have pushed through a full refund for the customer anyway. The credits for the missing items will show up on her credit card statement within 2 to 5 business days.
  

• Initial Complaint

  Date:02/25/2025

  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.

  Purchase date 1/6/25. Amount $7.52. Purchased a book. Waited over 45 days. I was told the book was returned to sender, but they still won't refund me.

  

  Business Response

  Date: 02/26/2025

  This order has been refunded in full. The customer should see a credit to his credit card within 2 to 5 business days.

• Initial Complaint

  Date:01/16/2025

  Type:Billing 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.

  This company keeps charging my debit card. I have no knowledge of this company or how they are charging my credit card.

  

  Business Response

  Date: 01/17/2025

  We have received no emails from this customer under his email address ********************* nor is there any history of orders from him at that email address. If his credit card has been charged by Alibris, to find the details of any orders placed and charged to it, we will need to receive an email to ******************************* with the last 4 digits of the card and the charges and charge dates. With that information, we can investigate further.

• Initial Complaint

  Date:01/05/2025

  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.

  The book I bought has glitches not described. I asked for a prepaid label to return the book, and Always Superior Books says that Alibris will not allow them to do that. They sent me a link to complain to Alibris, but the link is particular to dealers. When a book is not as described, I don't see why I should have pay to ship it back.

  

  Business Response

  Date: 01/06/2025

  It is the seller's responsibility to provide a return label or another resolution for returns that at their fault, so the seller should have provided a label to the customer. Since they didn't, we have sent the customer a return label to return the item to us and we will return it to the seller.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/25/24 I purchased a dvd for $30.46 ($23.65 + 4.99 + 1.81) "The Muppet Christmas *****" 50th Anniversary Edition released 2005 from alibris, online. I received the wrong dvd edition, released in 2012, and sells for under $10. I messaged the seller through alibris (online) since there is no seller info, and then I contacted alibris and was told by ****** ******* ***************** to send the dvd back at my expense to receive a refund that I believe doesn't include shipping of $4.99. I requested a prepaid shipping label and was denied.

  

  Business Response

  Date: 01/06/2025

  We have provided the customer a return label for our own warehouse, where we will then ship the item back to the seller ourselves. This has been communicated to the customer via email response to her initial complaint.

  Customer Answer

  Date: 01/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and received the prepaid shipping label with the promise to refund in full. I appreciate the quick response and resolution.
  
  Sincerely,
  
  ***** ******