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: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,
  
  ***** ******

• Initial Complaint

  Date:12/31/2024

  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.

  Hello, I placed an order Alibris Books on December 14th with the guarantee from the company to have them arrive by December 24th or sooner. I made this order under the assumption that they would follow through with their advertising, but this was not the case. The order came several days late. I was leaving my hometown to return to my current residence and have had to pay for the books to be shipped back to me. I have made a simple request to Alibris to just refund the cost of shipping. They responded to my emails but failed to respond to my request. I have responded 5 times repeating my request but they send the same email skirting around my request. I would like Alibris to follow through with their guarantee and provide a refund of $20 to compensate for false advertising.

  

  Business Response

  Date: 01/06/2025

  The customer was refunded $20 on January 3. We responded to the customer to let her know at that time:

  Hello,
   
  Thank you for writing back. 
   
  I have applied a discount to your order (74256724-4) in the form of a refund for $20.
  Please allow 2 to 5 business days for it to be posted to your account.
   
  Thanks for your time and shopping with Alibris.
   
  Regards,
  ************ *******
  Alibris Client Services
   

• Initial Complaint

  Date:12/23/2024

  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.

  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

  Date: 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

  Date:12/10/2024

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:11/25/2024

  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 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

  Date: 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.