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Initial Complaint
12/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
ALIBRIS JACKING AROUND SELLERS:1. LISTING 1 SIMPLE ITEM ON ALIBRIS,AFTER 5 DAYS THIS IS MY EXPERIENCE:1. LISTING SHOWS NOWHERE FOR 4 DAYS.2. WHEN LISTING FINALLY DOES SHOW ON ALIBRIS SITE, WHEN GO TO CLICK LISTING, IT SAYS "NO STOCK".3. LISTING NOT APPEARING ON PARTNER SITES ****, *******, ETC. NOWHERE ADVERTISED DOES IT SAY I NEED AN ISBN #. THIS IS FALSE AND MISLEADING ADVERTISING, AND FRAUD. EVEN AFTER ADDING ONE, STILL NOT SHOWING ON PARTNER SITES.
Business response
12/24/2024
The item the seller listed is not in the Alibris catalog and does not have an ISBN. Since sellers can still add items to their inventory to sell on our site that are not actually in our catalog, this seller was able to upload his item. It is discoverable on the site with a title search, as it should be. However, most partner sites with whom we work require that uploads to their sites are processed with an ISBN, and we can't send up items that do not have an ISBN. Also, most partners have a waiting period for new sellers and will not accept inventory from new sellers within 45 days of their sign up with Alibris. This seller signed up with us on December 20. He has written consistently in ALL CAPS insisting his item be passed to partner sites immediately. Since he is unhappy with what our service offers, we have refunded his $19.99 sign up fee and will close his account.
Initial Complaint
12/10/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 22, 2024, I placed an order for BRN's Principles and Practice of Pediatric Nephrology. My payment was accepted. On 11/23 my order reflected shipped and a "tracking number" was generated. The tracking number was only the order number, but an estimated arrival of the book would be 12/4/24. I contacted the seller and the primary company where the book was sold through 4 times with no response from either party. On the date of my 4th email, 12/9, the order page was updated with a **** tracking number but the number was not showing up on my informed delivery **** page that a package was inbound to my address I provided to Alibris, nor did it provide a delivery date. At this point I just want a resolution as I feel the company has had zero communication in addition to not having a means to call and talk to a person over the phone to help quicken the resolution process. Their reviews on the Alibris website reflect many other customers who have experienced this lack of communication and lack of actually receiving their product.
Business response
12/11/2024
The customer wrote to us ************************ directly on Monday, December 9. We responded to him on Tuesday, December 10 with a refund:
Jasonburnham

Monday 12:06 pm
To:
Client Services

REF ORDER No.: 74171679-1
I have emailed the seller multiple times with no response. The item's tracking number is the order number. Says shipped yet now 1 week from when it was suppose to arrive. I cannot get a response from the seller. I want a refund!!!

Alibris CS

Yesterday 1:47 pm
Hello,

I'm sorry the seller has not responded. It looks, based on the **** tracking, that they've shipped late. Since it's now past the expected delivery date, a full refund has been issued. Please allow 2 to 5 business days for the refund to appear on your credit card.

If this item shows up at a later date, please let me know.

Regards,
****** *****
Alibris Client Services

The customer has been refunded for the late shipped order. The refund will appear on his credit card within 2 to 5 business days.
Customer response
12/13/2024
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,

***** *******
Initial Complaint
11/25/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered the book on October 23, 2024, and my credit card was charged $28.19. Order 74086643-1 was shipped by **** on October 23, 2024, with tracking / Confirmation Number74086643-1(?). I haven't received the book, Contact Alibris and have no response.Please help me get my money back.
Business response
11/26/2024
It looks like we did respond to the complaint but our agent misread the destination of the order as international and asked the customer to wait a few more days. This should have been processed as lost as more than 20 days have already passed from the shipping date. The order has now been processed as lost and the customer has been refunded. The credit will show up on their credit card statement within 2 to 5 business days.
Initial Complaint
08/15/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered several books from Alibris the online book store. I received all of my books except Camino Ghosts by *******. The amount of the book was $13.39 plus shipping and tax. I never received the book. I contacted the seller on one occasion but never received a reply. I contacted Alibris who directed me to a website whereby I could contact the seller. The website has been inoperable for the last 2 weeks. I tried to contact Alibris again by an email address that was given to me only to be told that it is not operable. The amount of money is negligible but the run around and deceit is not. I have asked that the book be delivered or return my money but have not received any response to that request.
Business response
08/16/2024
Alibris is currently unable to check order details due to a technical problem with our systems. As soon as we are back up and running we will respond to all issues, so if the customer has sent an email about the issue we will follow up then. We apologize for the problem.
Customer response
08/19/2024

Complaint: 22148522

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Alibris continues to advertise a book "Gypsy" by ************************* for $29.48 plus shipping even though they do not have the book. They have several other copies of this books for $70 or more. Even though they don't have the book they charged my credit card for the book. I got a notice that they don't have the book and saying they would issue me a refund. Yet I have not yet received a refund. They also continue to still show this book as available for $29.48 plus shipping to draw people to their site and hoping they will buy the book for $70+. They have no live support at all. No one will answer a phone. They tell you to e-mail them, yet if you do you get a canned response that has nothing to do with your problem. No live person even reads your e-mail. Mainly right now I WANT MY REFUND!!! You charged me for a book you know you don't have and I need my refund. Also, on their website they show that I have no order at all even though they placed an order for the book they don't have and there is no showing of the refund I am supposed to get.
Business response
06/24/2024
The customer has complained to us several times about a link from Bookfinder that shows a copy of the book that does not show on our site. Bookfinder is not, however, associated with Alibris, and we can't be held responsible for what they show as available on our site. The customer can view the search results for the item in question on our site directly for what is currently available. As regards the refund for the canceled order, it was processed on June 20:
Jun 20 2024 12:00AM - CC REFUNDED (******** $29.27)
It usually takes two to five business days for a refund to show up on a credit card statement.

Customer response
06/24/2024

Complaint: 21883307

I am rejecting this response because: I accept that I got a refund but do not accept your explanation as to why this book keeps appearing, even now, as available on the Albris website for about $21. You continue to show this book on YOUR site. I am not complaining about Bookfinder. I see that again you would checkout and charge someone again for this book that you do not have. Why aren't you taking this book off of the Alibris website? That is why Bookfinder keeps showing it. It is because you continue to show it as available and even still accepting payments for it from time to time. You need to delete it for good from your site. This book is not available anywhere for this low price. It is a bait and switch tactic. Your other $70+ prices are the same as they are everywhere else.

Sincerely,

*************************
Business response
06/26/2024
One of our sellers had the item at that price, but it was in someone else's shopping cart. It has now been removed completely. While it was showing a customer could not even add it to their shopping cart because that resulted in an error, so Alibris has not been charging anyone for the item. This customer tried to place the order but it was not available and was thus refunded to her. No other customer has been able to place an order for it because it has not been available since. The item is no longer listed on our site at that price.
Customer response
06/26/2024
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,

*************************
Initial Complaint
06/09/2024
Complaint Type:
Product Issues
Status:
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.
I ordered an out of print paperback book from Alibris. It was priced at $1.00. They sent me a completely different book. When I contacted their customer service, I was told they would issue a refund but would have to re-order the book. When I went to reorder, the price had been jumped from $1.00 to $29.98. This seems like a scam. *** also note that this happened before with another book (they sent a completely different random book), but I was able to find and reorder that book from a different site. In both cases they refunded the original price and told me to keep or donate the book. I dont know how its possible to have a specific title listed on the order and pull/pack/send a completely different title, then refuse to resend the correct title.
Business response
06/10/2024
Alibris is a marketplace where many vendors list copies of books, music
and movies for sale. The copy that you ordered initially was from one
seller (ZBK Books). The items that are currently listed on the site are
listed by a range of other sellers, none of whom are the same. The
copies they have are valued at different prices depending on their
condition and rarity. None of them are listed by the same seller, so
it's not the same seller suddenly listing the same copy at an
exaggerated price. The original order was refunded in full with no need for a return. I'm sorry for any confusion.
Customer response
06/10/2024

Complaint: 21816278

I am rejecting this response because:
Many businesses serve as a marketplace (Amazon, Etsy, etc.). Those businesses still hold their sellers accountable for sending the merchandise that the customer ordered. Also, while sellers set and adjust prices, it is virtually unheard of for a price to increase by almost 30x between one day and the next, then drop again a day later.
I have now placed a THIRD order for the same book. If I receive the correct order, I will withdraw my complaint. At this point Im not confident that will occur.

Sincerely,

*************************
Business response
06/11/2024
The customer has been notified that different sellers set different prices, depending on the value of the item they have. It is up to the independent seller to set those prices. The copies the customer sees listed on the site at higher prices are from different sellers than the one she initially ordered from. We do hold our sellers accountable for shipping the right items, but mistakes can and do happen, and some sellers must go through a vetting process before it becomes obvious they are not a good seller. If the customer's most recent order results in the incorrect book again, that seller, who is the same one she initially ordered from, will be placed on hold for further investigation.
Initial Complaint
06/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Alibris books has charged my credit card repeatedly for books that I did not order nor receive . This has been going on for months, even after repeated attempts to contact the business - the only options they have presented were to leave a voicemail or send an email. Both a voicemail and email have been sent and my wishes to have these transactions stop have been ignored.
Business response
06/03/2024
Alibris has received no emails from the email address listed from this customer and has no listed orders placed by that email address either ******************************** Searching by name in our system results only in one order placed back in 2019. If the customer's credit card is somehow being charged by Alibris, the customer should send an email to us at ******************************* to provide the charge details (amounts, dates and last 4 digits of the card number) so that we can investigate for her. As of now we have received no contact from her and show no orders in our system from the email address ******************************
Initial Complaint
05/29/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a book through Alibris in April 2024. Tracking Number:9241990288794620406745i paid $31.46 Canadian. I live in ****** - BUT the book was delivered in **, ***!!I tried to contact the seller, ThriftBooks ******* through the Alibris site, but no email can be sent through there after all.Tracking tells me this:Latest Update Your item was picked up at a postal facility at 5:46 pm on May 13, 2024 in ********, ** *****.Delivered, Individual Picked Up at Postal Facility FOLCROFT, ** ***** May 13, 2024, 5:46 pmThis is either pure negligence or fraudulent behavior. For Alibris to allow it is wrong, yet there is no way to communicate with Alibris or the seller either.I want a refund.
Business response
05/29/2024
The ********, **. address is the freight forwarding warehouse to which all items shipped out of the *** pass. The book shipped to that address from the seller and the item is forwarded on to the customer from there to their destination in ******. Likely the item is still passing through customs and will be delivered any day. Regardless, it would appear that the independent seller has already refunded the customer in full: May *************** - CC REFUNDED (******** CAD ***** $21.07).
Initial Complaint
04/27/2024
Complaint Type:
Product Issues
Status:
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.
I placed an order with Alibris (Order No. 73375825-1) and received an incorrect item. The seller, via email, guaranteed reimbursement for all return shipping costs. Despite returning the item and being refunded the original invoice amount of $81.32, the additional return shipping cost of $11.25 has not been reimbursed. Alibris response was to issue a $5.00 coupon for future purchases, which is unsatisfactory and does not honor the sellers initial promise of covering return shipping costs. My attempts to resolve this amicably have been unsuccessful, with Alibris refusing direct reimbursement for shipping expenses. This constitutes misleading communication and a breach of agreement from the seller. Attached are copies of the email exchanges for evidence of the commitment made and the subsequent refusal to fulfill it.
Business response
04/29/2024
Alibris does not reimburse return shipping costs, unfortunately. In this case, the independent seller offered to cover return shipping costs and it is up to them ************************* to manage that reimbursement (via check, PayPal, etc.). Alibris has advised the seller directly of this as well as the customer.
Initial Complaint
03/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
August of 2023 I purchased a book on their website, The book that arrived was not what I ordered. I returned it per their return authorization instructions. Since then I have been emailing back and forth with their **************** people about getting a credit. They will look into it, they need more information from me, then the credit was issues (no credit show on my credit card) Back and forth again. THEN they say I have to contact **************** ??? (Who was I emailing with? The only phone number for them is a recording directing me to the website. Im out the money and the book and get NO help from them.
Business response
03/08/2024
The return of this item went back to the independent seller who filled the order last August, but it doesn't appear that they ever received or processed the return. I have pushed through the return/refund on our (Alibris) side now. The customer should see a refund to his credit card within 2 to 5 business days.
Customer response
03/08/2024

Complaint: 21399598

I am rejecting this response because:

Sincerely,

***************************
I am not satisfied with Alibris response.
In one of my many emails with Alibris in November of 2023 I attached the Proof of Delivery that showed the day, time of day, and location the return was received. The same address as shown on the return authorization I was given by Alibris to use. They responded that they could not open attachments due to security concerns. Since November we have exchanged a number of email were they ask over and over again for the order number and tracking number, which I have supplied. On February 21 2024 their email said they have issued a credit on the original payment method that day. On March 1 2024 they said the refund was made on21/02/24. On March 4 ************************************************** when I told them I had not received the refund. On March 5 2024 they again told me the refund was issued on February 21, 2024. On March 8,2024 they again asked for the tracking information and delivery information.(They should not have needed this if a refund had been made.) I checked and not it looks like the tracking number is being reused and does not show the *** for my return.
Business response
03/11/2024
We have not asked for more tracking information, and despite any that the customer provided previously in an attachment that cannot be opened, the bottom line is the seller did not receive and process the return. As I mentioned in the last complaint, the refund has now been processed in our system:
Mar 8 2024 12:00AM - CC REFUNDED (******** $28.17)
It usually takes 2 to 5 business days to show up on the credit card statement, so if it hasn't shown up yet it will any day now. The customer can verify this with his credit card company.
Customer response
03/12/2024
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. I have finally received the credit on my credit card statement.

Sincerely,

***************************

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