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:12/13/2022

  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.

  The merchant refused to update the correct shipping address. And knowingly sent the product to the wrong address. They refused to correct the issue and sent it any ways. And also refused to cancel my order. When I had reached out to them with in 2-3 minutes of submitting the order. They had ample time to either cancel the order or simply update the shipping address. They also do not have a live customer service phone number for any person to be able to contact them to follow up on product issues. Resulting in fraudulent business practices.

  

  Business Response

  Date: 12/14/2022

  When the customer placed their order through a partner ****** they did not include their complete address. We are not able to update or cancel an order once it has been placed due to the nature of electronic ordering--sellers can process and ship orders immediately upon receipt. That being said, we did make a good faith effort to contact the distributor who filled the order and they were unable to stop or change the order either. We reported this to the customer as well. Unfortunately, the item shipped to the incomplete address. If it is returned to our distributor, we will process a full refund to the customer.

• Initial Complaint

  Date:10/24/2022

  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 had ordered online a book, on Alibris' platform called "The Artist's Guide to Success in the Music Business" by ************************* a few months prior. Alibris sent the wrong book. They have sent out "Trade Like the Pros" by *******************************, which obviously I did not order. I sent out a message to the seller, stating that I did not receive the book, but they stated that they have. So a couple months later, I have tried a second time to order the book, this month (October 3rd); same thing happened...wrong book. I had reached out to Alibris and to the seller to see what's going on because it looks like there's a bait and switch operation going on. Alibris stated that there is an issue with the **** number. I had stated to Alibris that **** numbers are ONLY correlated with one book,even when its out of print. Alibris decided to only give me a refund and the seller stated that they will send a replacement book, which again, is the same exact scenario of what's happening, its the wrong book. The Seller and Alibris do not want to order the book by the title and not by the ****. They have identified the problem but yet have taken the wrong action. I stated to Alibris if this was the case, they would need to take the book off of their platform because it is wrongful for them to keep the title and they cannot take on the fulfillment of the order. This is going in circles and I just want the product that I have ordered. It just seems as if it is more difficult for Alibris and the Seller to do so. I am also interested in contacting the *** because of the possibility of federal crime committed due to the nature of this transaction. (I do have email transcripts of my correspondence with Alibris and the Seller. Please let me know if you would like copies.) Thank you!

  

  Business Response

  Date: 10/25/2022

  The **** in question was assigned to 2 different books.  This happens on occasion.  The buyer was able to find this information as well.  The supplier sent the same book as a replacement rather than the book the buyer wanted.  The buyer has been refunded and the **** has been removed from our site.  We are unable to send a replacement to the buyer.

• Initial Complaint

  Date:10/17/2022

  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.

  On the Alibris buyback website I quoted a few books to sell to them and on the first 2 pages of the buyback process (the quote screen and the cart screen) it show a much higher price than they actually pay out. When you make it to the checkout page it cuts every book prices nearly in half, it does this with every book you try to quote. Not only this but when I attempted to contact them about this to have my books returned or paid out with the proper amount they ignored my email for what has now been a week. This company seems like its trying to scam people for their books.

  

  Business Response

  Date: 10/17/2022

  We have not received any emails from this customer directly, so this is the first time we've had the chance to respond to this issue: Prices paid are based on the condition, edition and ISBN of the book when it is received in the warehouse. If the condition, edition or ISBN received does not match what you've submitted or reach our standards, your quote will be adjusted. Please give accurate information about your book and pack your shipment well. Once you send your books, they cannot be returned for any reason. The buyback staff tries to be as lenient as possible with every buyback book that is received, and likes to accept as many books as possible. If a book requires minor repair to a sellable condition, the repair will be made, and the price paid will be slightly adjusted. You are advised to review the Packaging Guidelines to ensure your book arrives at our warehouse safely. The buyback staff will try to be as liberal as possible when checking-in the books. A sturdy box may make all the difference in how your book is rated.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18233829
  
  I am rejecting this response because: This isnt a matter of damaged goods, i am well aware of the guidelines. It is a matter of the alibris buyback website misleading people with their pricing as shown in the previous attached file. There is no good reason for the quote price and the cart price to be different than the checkout price.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/19/2022

  The Alibris Buyback program is not run by Alibris, but by a separate company. We don't have a way to verify the item costs on our end, but if the customer feels the quoted values of his books are not correct, he should contact the buyback program at ***********************************************************

• Initial Complaint

  Date:09/03/2022

  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.

  On August 15, I purchased a book from Alibris, Order #********-1. The total cost was $30.60. According to their website the order shipped on August 16. I did not receive my book, nor did Alibris give me a tracking number? After repeated attempts to get any information on the location of my order, I asked for a refund. Tuesday will be four weeks since the purchase , Alibris, has thus far refused to issue a refund and according to their customer service, ********************** has no idea where the book is, or if the book actually shipped. Alibris customer service also claims to have no tracking number for **** shipping????????? Today, Sept 3, I received an email from Alibris customer service informing me that they are in the process of contacting their supplier to find out if the book did indeed ship??????? They continue to refuse my request for refund.

  

  Business Response

  Date: 09/06/2022

  The customer contacted us on Thursday, September 1 to complain about not receiving his book. Since we allow ******************************************************** the mail, we advised him to contact the independent seller directly to see if they had tracking, which had not been provided. The customer refused and demanded a refund. Again, since it had been 15 days since the order shipped, not 20, our agent decided to contact the seller himself and did so. We did so and have received no response. As of today, September 6, the order has now been processed as lost and the customer refunded in full.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17915572
  
  I am rejecting this response because: each time I contacted this company concerning the location of my book they responded with "we don't have a tracking number" and I should contact their supplier for any information about my purchase'? Why would anyone sell product on the internet without tracking information for the buyer, much less tell the buyer to contact a third parity for the information. This seller made no attempt to resolve the issue of the "still missing" book other than to tell me to contact a third party?? I contacted the seller on five occasions and each time got the same standard response, "wait twenty days", absolutely no regard for the customer. The company had since August 16, to get a tracking number and still hasn't bothered to get one? ********************* I want a tracking number and location of the book, or an apology.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/08/2022

  This customer contacted us for the first time on Thursday, September 1. We responded the same day, within 24 hours, as we always do. We explained that the independent seller who filled his order did not provide tracking and that he could contact them directly to ask them for it. We provided him the method to do so. In his response to us he refused to contact the seller himself. Our agent then did it for him. When we did not hear back from the seller with tracking, we processed the order as lost and refunded the customer. Orders sent with Standard Shipping are not required to be shipped with tracking and while most sellers still do provide that tracking, some, as is the case with the seller who shipped this customer's item, do not.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17915572
  
  I am rejecting this response because: I purchased  the product from Alibris not from their "seller", I find it unreasonable to expect YOUR customer to contact a third party to find an item purchased from your company???? Your response to my inquiry was the standard, " wait until twenty days has elapsed" or instructed me, your customer, to contact a third party to find out if in fact there was tracking number. You did not bother to find out if the book had in fact been shipped? I do not accept your excuse for horrendous customer service, you owe me an apology.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/19/2022

  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.

  I received notification my package was "delivered" into a mailbox Tuesday August 16th, that evening I checked my locked mailbox - No package.I checked again 8/17/22, no package and again on 8/18/22 still nothing. I emailed the company requesting a refund since my package is obviously lost.Their reply email was that it was delivered (nevermind that they have no idea to where, as it was NOT to my mailbox) so not their problem. To add further insult they recommend canvassing the neighborhood (during a global pandemic) to accost strangers asking them if they had the lost package.Order ******** placed 8/10/22 Delivered somewhere supposedly on 8/16/22

  

  Business Response

  Date: 08/22/2022

  Since the tracking shows delivery we asked the customer to check with their neighbors to see if it had mistakenly been delivered to them. This is a standard response when tracking shows delivery. When the customer responded requesting a refund, we refunded them on August 18. Refunds usually show up on the credit card within 2 to 5 business days.

  Customer Answer

  Date: 08/22/2022

  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:06/29/2022

  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.

  On June 24th, **22, ************* I purchased the book "Fabric for Fashion: The Swatch Book" Revised Second Edition (order number #**-08785-16327) from Alibris. On June 27th, **22, they cancelled my order, claiming as their rationale that the book was no longer in stock. So I searched for the book and found that Alibris in fact relisted the book at a much higher price than the price for which they had listed it and sold it to me. I want them to stand by their agreement and sell me the book at the price at which it was advertised to me when I purchased it. I feel taken advantage of by this company, as this is clearly unethical behavior.

  

  Business Response

  Date: 07/01/2022

  I'm sorry for the trouble. I see that the order was canceled due to unavailability. Alibris is a marketplace where many vendors list their items for sale, different copies at different prices. Likely this order canceled because the seller sold the listed copy in their store or via another site just before the customer placed the order. For as advanced as technology has become, it's nearly impossible to have one system update all of a seller's inventory across multiple platforms at once, so these types of cancelations sometimes occur. Any other copies listed for this title on Alibris or **** are not the same copy initially ordered. Alibris does not cancel an order only to relist the item at a higher price--there's absolutely no guarantee in that scenario that a customer would re-order the book at the higher price, as is evidenced by this very complaint.
  

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17491475
  
  I am rejecting this response because: I do not believe in the veracity of Alibris claim that the book was actually 
  unavailable at the time of purchase. Also, my purchase was canceled many days after purchase. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2022

  The customer placed the order through ***** a partner site, who lists items posted by Alibris with none of our original individual seller information. Given the Alibris order number I can see that the original seller of the item she ordered was *************************. That seller is no longer with Alibris. The copies that I show as available through the Alibris Marketplace are posted by other sellers. They listed the books they have to sell at the price they value their copy at. Those items are not the same item that this customer ordered through **** and which was canceled due to unavailability. Her order cannot be replaced with a different copy from another seller. Alibris does not cancel orders only to relist the item at a higher price in the hopes that the customer will place a new order for the higher priced item. Aside from unethical, there is nothing positive that comes from canceling an order and no guarantee that a customer would place a new order. We want to sell the books our sellers list, not cancel their orders. I'm sorry this customer's order was canceled but we cannot replace it at the price she ordered because it is no longer available.

  Customer Answer

  Date: 07/07/2022

   
  Complaint: 17491475
  
  I am rejecting this response because:
  
  I hear what Alibris is stating, yet I believe Alibris could make it right if they wanted to. I see it is placing all blame on the individual seller but holds no accountability for itself as a business. No buyer guarantees here. I will never buy, or more like it, attempt to buy, from Alibris again.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/05/2022

  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.

  Hi, I purchased a book shipped and sold from Alibris on 04/28/22 and the next day I received a shipping confirmation with the tracking number: **********************. Everyday since then the tracking number has stated label created not yet in system. I reached out to Alibris twice, once on 4/30 and again on 5/3 but no response was made to inquiry asking why the book had not been shipped out or if it was when I would get it. It was supposed to arrive by 05/01/22 according to their website. I would like the book shipped out to me promptly or a working tracking number to be provided.

  

  Business Response

  Date: 05/06/2022

  This order shipped from our new books distributor ******, who uses a separate freight method to move the items from their warehouse to the US *************** The tracking was updated recently and will show more once the item is in the **** system:
  
  
  Tracking Number: 9241996900535543938947
  Your package is on its way to a **** facility.  
  Status
  Arrived Shipping Partner ********* **** Awaiting Item
  May 5, 2022 at 11:21 pm
  **********, ** 08085
  

   

  This is all the information we have, but the item is on its way to the customer.
  

  Customer Answer

  Date: 05/06/2022

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