Complaintsforalibris

Wholesale Books

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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,

***************************
Initial Complaint
03/05/2024
Complaint Type:
Customer Service 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 listed a book on BAM used book marketplace that I purchased. They used a photo of the book that was different than what the actually shipped me.The listing used a photo of a book valued around $200 which I thought I would be receiving.Instead I received a different version of the book that was worth only around $40.The main reason I am filing this complaint, is that my refund from BAM depends on communication with Alibris, so I am hoping they see this complaint and can help expedite me getting a refund.
Business response
03/06/2024
The customer was provided return instructions through Books A Million, who contacted us about the issue and we responded with:

I'm sorry to
hear about the trouble with the order (**************)! The customer is
welcome to return the order in the next 30 days for a refund. Please
have the item returned to:

textsforsale
*********************************************************; 77019
*************

To
make sure we process the return correctly, please be sure to include a
packing slip with the return reason noted. As soon as we receive the
package back, charges will be refunded to your company, who handles
issuing the refund back to the customers account.

If there's anything else I can help with, please let me know. Thanks, and have a nice day!

The customer should use the above instructions which BAM will have provided to him to return the item to the seller, at which point he will be refunded by Books A Million.
Initial Complaint
02/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A college textbook was purchased from/fulfilled by Alibris through the website eCampus.com. Ecampus.com's policy for settling disputes regarding purchases is to contact the actual seller of the item, in this case Alibris. The textbook that was bought and paid for "Human Epigenomics" was not what was shipped. Instead I received a book about ****** tourism, "*****, Burgubdy Region, Travel Guide, ******". Attempts were made to reach out to both Alibris and eCampus for resolution to this problem. Neither company is willing to accept any accountability to resolve this. The purchase price for the textbook was $67.15, and with taxes came to $72.66. Records of emails where I attempted to contact the company have been retained. Attempts to contact via phone have been entirely unsuccessful.
Business response
02/22/2024
We received an email from this customer on January 10, and responded as we are required by eCampus policy, which is to ask the customer to follow up on their request with eCampus directly. Since the order was placed with eCampus, only they advise the customer about it. The customer also was charged by eCampus, not by Alibris, this means that any refund processed on our end goes to eCampus, not to the customer. The customer needs to request return information from eCampus and follow their return guidelines.
Customer response
02/24/2024

Complaint: 21326424

I am rejecting this response because:
I have followed ecampuses guidelines according to their policy. I have reached out to Alibris, I have reached out in every possible way to ecampus. If alibris is unwilling to helped reach the appropriate department to help rectify this situation, I have no other options for help. If ecampus is responsible, I have exhausted every avenue for contacting them for resolution. I need this fixed please. I'm just asking for ****** to assist me with resolving this issue through ecampus please.

Sincerely,

***************
Business response
02/27/2024
I have pushed through a full refund for the order to help the customer out, with no need for a return. However, this refund is processed to eCampus, as Alibris does not have any customer billing information. The order was placed with eCampus and only eCampus can resolve the issue with the customer. Again, the order has been refunded on Alibris's side. It is up to eCampus to refund the customer.
Customer response
03/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution from this company is satisfactory to me.
However, as I have had a terrible time obtaining return contact from ecampus.com, I would so greatly appreciate the BBB's help to ensure that the refund received to them to compensate for this issue is fully returned to my credit card.
Sincerely,***************
Initial Complaint
01/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order#: ******** Tracking#: ************************** On November 1st, 2023 I paid $32.83 for a used textbook from a seller named, "GW ******* Books".Some background info, I live in an old hotel that's being used to house fire survivors. Resident's mail is kept at the front office and can only be picked up between 2:00pm and 4:00pm, making it difficult for residents who have jobs or attend college full time (such as myself) to collect mail.The tracking information reveals that the package was delivered to my address on Nov.6th. It then shows that the package was returned to sender on Nov. 8th, citing that the recipient had moved and left no address. On November 10th the package was scanned at **** facility in *******, **.I tried to contact the seller to request that the package be sent back to me using a secondary address, I was willing to pay for s&h. I tried twice, but never heard back from the seller. So, I reached out to Alibris directly to request a refund, and i described the dilemma. Alibris suggested I message the seller (at which point I had done twice) and inquired about how many items I had returned. I responded by declaring, for the 2nd time, that I had already tried contacting the seller thru their provided link and by clarifying that I, personally, had not returned anything, but that the package was returned to sender thru the ****.The response I received informed me that a refund would be issued once the seller received the returned package, & went as far as to suggest that the order may not have been returned at all! I replied with a screenshot of the tracking info to prove that the package had indeed been returned &that it made it to the seller's post office. I was told a refund would be issued "once the order shows delivered". Thing is, today's date is 1-14-24, the last order update was on 11-10-23. Whatever happened to it, is not of my concern. Fact of the matter is I paid money for a book I never received (at no fault of my own).
Business response
01/16/2024
The order was returned by the ***** Our agent's response was not to indicate that the order had not been returned, but that it may not be returned (delivered) to the original seller. The order has now been processed as lost in the mail and the customer refunded in full. It will appear on the customer's credit card statement within 2 to 5 business days.
Customer response
01/17/2024
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
10/05/2023
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.
Placed an order which has been marked as delivered to an address in the **, but I'm based in ******. Emailed over a week ago, no reply received. I want my item.
Business response
10/05/2023
We have received no emails from this customer's email address in our system. The customer's order shows as delivered to an address in ********** because the independent seller sent the item to our freight forwarding center in **********. On September 27, it transshipped through that facility and was forwarded on to the customer's address in *******:
*******************
***********************
Putney
******, ******* SW15 5DQ
***
The order is on its way now, but we do not have international tracking for this service. Shipments to ****** from ********** usually take between two and three weeks for delivery, but delays of up to 45 days can occur.
Customer response
10/05/2023

Complaint: 20697851

I am rejecting this response because: I sent an email via your customer support hub on the 28th of September; why are you telling me you haven't received it? Please look into it and ensure you find it.

Sincerely,

*******************
Business response
10/09/2023
We never received an email from the customer's email address in our system. On Friday, October 6, we received a voicemail message from him (after the last response to his BBB compaint), and we responded to that via email with the same information provided in the response to the last BBB complaint. It is likely that the customer sent an email to the independent seller with whom he placed his order on Alibris, but that was not an email sent directly to us at Alibris. Again, the tracking information shows the order was delivered to our freight forwarding center, from which it was then forwarded on to the customer's international address. The item is on its way to the customer.
Customer response
10/09/2023

Complaint: 20697851

I am rejecting this response because: No, I have email confirmation that you received an email from me. Proof attached in a screenshot. Find it, don't try to BS your way out of it.

Sincerely,

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

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