Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4 books from Secondsale.com on this particular transaction. Two of the books I ordered were the same two books (titled "Framed") and two were different books for this transaction. However, I only received three books, not the four I ordered. I only received one "Framed" book, not two. I assume this error was probably due to most people not ordering two of the same books, so the number of "Framed" books ordered was likely overlooked. This is just my assumption.However, I emailed the company and called them leaving a message on several occasions beginning the very day I received my order in the mail (12/9/2024), but I have not received any response back, money back, or my second "Framed" book I ordered. I realize with the holidays it's pretty busy, but this has been since 12/9/2024 that I received my order with the missing book and have been trying to contact the company with no response.I would like either the "Framed" book I ordered or the money back for this book I did not receive. I paid $4.58 + tax = $4.85 total for this missing book. I realize this is not a huge amount, but nonetheless, I would still appreciate the book or the refund. Thank you!The amount paid for the entire order was $14.28, but the amount of refund I am looking for is for only the missing book amounting to $4.85.

  Business response

  12/30/2024

  Greetings,
  
  We apologize for the inconvenience caused and would like to inform you that we have forwarded your concern to our accounting department for verification and issuance.
  
  Rest assured that we will prioritize this matter and aim to have it resolved on or by our next business day.
  
  
  

  Customer response

  01/03/2025

   
  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

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This website quoted me over $400 on my sale of selling used books. They have now told me they only accepted on item and now are keeping all of the items so they only have me $13 for my trade. Please help! I need my items back or my expected money.

  Business response

  12/16/2024

  Greetings,
   
  We understand your disappointment.
   
  If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.  We are willing to work with you.
  
  

  Customer response

  12/16/2024

   
  Complaint: 22692241
  
  I am rejecting this response because: The company should explain the whole policy and allow people to get returns back especially when it was 32 items and only one was accepted. Im not sure why you wont give me the money for all of the items or send all 33 items back and take the $13 I got for one item. 
  

  So I think the company should either send me all the items back or pay me what they quoted me. 
  
  Sincerely,
  
  ****** ******

  Business response

  12/18/2024

  I'm sorry to hear this.
  
  Your item would have been rejected due to not passing our quality checks. 
  
  These quality checks would've been undertaken according to both our condition guidelines and the 'Acceptance Criteria' section of our Terms and Conditions.
  
  Unfortunately, we're unable to send the rejected items back to you as per our terms and conditions. We work with specialist book recyclers to make sure that even if your books dont make the grade, they can be responsibly recycled and still do their bit to help the planet. 

  Customer response

  12/18/2024

   
  Complaint: 22692241
  
  I am rejecting this response because:
  

  At this point your company is a complete scam.  Each one of my items I sent you were all in the same condition which was great quality. The fact that you do not tell your customers up front that when you reject items they are not sent back to the customer seems like a scam. I would've never ever even tried to use this company.  Before we mailed any items we made sure each item was clean and ready to go. I used another company and they got the same quality items and paid me exactly what they quoted me. 

  So it seems like your company accepts items then denies them when they arrive so you don't have to pay the quoted price and you can keep aka recycle/resell the rest of my items. It is also quite odd that you have many different names for your company I currently have your app and it is a different name then the emails
  sent from you as well as the shipping label you provided me. I
  have attached pictures of the exact quality of the items I sent you and for you to say this isn't good quality doesn't seem legit.
  
  At this point to settle this I either need you to mail me back all of my items. Or give me my quoted payment from the items. I would like to settle this with your company and move on from this without getting scammed.
  

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/24 I sold books back with the expectation of receiving approximately $100 I received an email indicating that some of my books were rejected and that I would only be receiving approximately $33. I reached out to customer service to inquire as to why my ******************** were not accepted and they would not indicate a reason other than the books didnt meet their standards.I have sold books back to this vendor twice before and have never had any problems. The books that were rejected were in better shape than the books in the same order that were accepted. Also the rejected books I sent in were in better shape than books Ive had accepted by this company in the past. Relying on my previous experience with the company I do not understand why my books were rejected. I understand that they will not return books that have been rejected, but if my books have been rejected I would like to see proof that they have in fact been ************************** is suspicious that among the books rejected was the book worth the most money, which was like new. The company will not explain what was wrong with my books and has not sent me proof that they were recycled or sent compensation for my books. As a customer I expected the same customer service and standards as I have received in the past, but that is not what I am currently receiving. I am not the only person having this issue with the company based on the amount of similar complaints on this website. I want proof that my books are not being kept by the company or being resold fraudulently.

  Business response

  09/16/2024

  Greetings,
   
  We understand your disappointment. Had you reviewed our FAQ prior to sending in your items?
   
  If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.  We are willing to work with you.
  
  

  Customer response

  09/17/2024

   
  Complaint: 22278370
  
  I am rejecting this response because:

  I have reviewed the *** and I reviewed it prior to sending in my books. I didnt take pictures prior to sending them in because *** never had this issue with your company before. 

  The books rejected were in better condition than the books in the same order that were accepted. Please provide verification that they have been destroyed or compensate me for my books since I know you wont return them to me.
  
  Sincerely,
  
  ******* ****

  Business response

  09/19/2024

  Greetings,
  
  We understand your disappointment.
  
  If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.  We are willing to work with you.

  Customer response

  09/20/2024

   
  Complaint: 22278370
  
  I am rejecting this response because:

  Your response did not address the concerns I voiced in my previous message. I want to either be compensated for my books or to receive proof that they have been destroyed .

  I am requesting proof of destruction or compensation consistent with the guidelines of 815 ILCS 510/ Uniform Deceptive Trade Practices Act. Please provide the proof of destruction or compensation regarding our transaction.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered my book through e-bay they accepted my payment and have not delivered my book. I will like my money returned.

  Business response

  06/27/2024

  Greetings,

   

  Per the carrier:
  
  Delivery Attempt
  Reminder to pick up your item before July 1, 2024
  SAPULPA, OK 74067 
  June 22, 2024 
  Available for Pickup
  SAPULPA
  *************
  SAPULPA OK 74066-9998
  M-F 0830-1700; SAT 0900-1200
  June 17, 2024, 11:17 am
  
  
  
  If you would like a refund through ***** we ask you to process a return request through their marketplace.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I did not receive a email receipt confirmation first off. Then when I tried to get into my acvount they said they sent a verification email which I never got. I messaged them several times and never got one. I was misled to believe these books were shipped. I ordered these the 4th of June, 2024. I have sought and sought answers about when I should receive these and told they were shipped. They said I would receive them by 7-14 business days. Today they told me they had not been shipped. 6-25-24

  Business response

  06/26/2024

  Greetings,

   

  What is the company name that you purchased items from please, are you able to provide a receipt of purchase please so we may review further for you?
  
  Thank you!

  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

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive been selling back textbooks to this company for over 3 years. Several months ago the company completely changed their practices in customer service and quality control. They were once my favorite company to deal with but suddenly without warning stopped offering to return rejected books no matter how much we pay to have the books shipped back to us (they used to charge $3.50 and gave us that option for rejected books) Since then theyve also been rejecting books regularly that have absolutely nothing wrong with them. *** made it a habit to video every book I send to them showing every page as well as cover and spine, but they continue to ignore the fact that I have proof these books have no reason to be rejected. Ive sent them video more than once (I do have to send video through a different email because they are too large to be sent via the email address associated with the account registered with this company but I tell them that and attach the correct order number with the video and they still refuse to acknowledge that the video shows perfectly good textbooks. They also refuse to send me photos of the problems with the books rejected. This has now become a habit Im unwilling to accept. The amount of money quoted then changed without proof the rejected book was not in sellable condition is now in the ballpark of approx. $100 but I only want this latest book that I sent video showing nothing wrong paid for which is about $20. The point is this company has an A+ BBB score and sellers need to know this company makes a habit of keeping rejected books and failing to show why they are rejected and are the only company that refuses to return rejected books even if we pay for shipping.

  Business response

  06/10/2024

  Greetings,

   

  We are in receipt of your complaint.  7 months ago you also wrote in, providing feedback on our updated site and terms, and stated you would no longer do business with us again.
  
  We do apologize however we have the same terms and conditions clearly listed on our site, that you have acknowledged previously, prior to sending in your items.
  
  As a one time courtesy, we will submit payment for the title in question, however going forward, we will abide by our policies and procedures as outlined and no further approvals will be submitted.
  
  Thank you.
  
  
  

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a CD through Amazon.com that was to be filled by glenthebookseller.Order placed: 2/27/2024. Order never received. Since 3/27/2024 I have been trying, unsuccessfully, to receive a refund for the purchase.I have attached a document that includes the seller information included on the BBB website, the seller information included on Amazon.com, the tracking information of the CD, the email string between glenthebookseller and me, and the confirmation from Amazon.com of my submission reporting the seller. As of today, I have received no assistance from Amazon.com to resolve the issue nor have I received my refund.

  Business response

  05/06/2024

  
  We sincerely apologize for this issue and that you had to take the time to reach out to us.  I have gone ahead and initiated a full refund for your order as we have now filed a claim for a missing/lost package.
   
  We again apologize for any inconvenience this may have caused.
   
  The refund should appear on your account within 2 business days if issued to a credit card.  Refunds issued to a bank account typically take 7-10 days to reflect on the account balance.
   
  We do thank you for your business. 
  

  Customer response

  05/09/2024

   
  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.  The credit has been posted to our account.  Thank you for the assistance.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sent 2 boxes of books in Vg to excellent condition based on their quotes of $175 and $75. Received $75 with no explanation. Company stole from me. Beware

  Business response

  05/03/2024

  Greetings,

  We are sorry to hear of this.  We are not finding a quote/order associated with your email or with the first and last name provided within this communication.  Please provide your quote number or order number so we may research this issue for you further.
  
  Thank you,
  
  Center of Excellence

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company agreed on a price to purchase my book. Upon receiving my book, they set my payment to zero and stole my book.

  Business response

  04/26/2024

  We are sorry to hear this.
  
  Your would have been rejected due to not passing our quality checks.
  
  These quality checks would've been undertaken according to both our condition guidelines and the 'Acceptance Criteria' section of our Terms and Conditions.
  
  Unfortunately, we're unable to send the rejected items back to you as per our terms and conditions as noted within our site. We work with specialist book recyclers to make sure that even if your old books dont make the grade, they can be responsibly recycled and still do their bit to help the planet.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/4/24 they agreed to pay $16.52 for ISBN ************* and $18.77 for ISBN *************, a total of $35.29. The first book was a hardcover and rarely ever read, therefore, was in Like New condition. The second book was paperback, but was in Very Good (8/10 condition) at the very worst. The order number for this was ******* and on 4/8/24 I was notified that my shipment had been received by the business and they would inspect the books prior to sending payment to me. On 4/9/24 I was informed by the business that the books were in "Rough" condition and were unsellable; therefore, would be recycled. I immediately emailed and called them, letting me know that I expected the agreed upon payment, or demanded my books be resent to me. Their response was that they can't be sent back to me.

  Business response

  04/10/2024

  Greetings,
  
  We understand your disappointment.
   
  If you possess a photo or video with a date time stamp on the photo or file name, of the items before being shipped, kindly forward it to us for further review.
   
  Many thanks,
   
  Customer Support
  
  

  Customer response

  04/10/2024

   
  Complaint: 21555244
  
  I am rejecting this response because nobody takes a video or a photo of used books prior to shipping them out with the expectations of receiving thirty-something dollars.  If it were worth thousands, like a Rolex watch, then certainly. Do you have photos or videos of the condition of the books upon receipt?  At this point that should be easy for you to provide.  If so, please provide them next to the box and shipping label/shipping insert they were mailed in so we can all verify. 

  Furthermore, do you have records of them being immediately "recycled," which is the excuse you have used for the reason you can't send them back despite only just receiving these in the mail?  It seems like a common story from other customers who have been taken advantage of from your deceitful company, which is a shame because I have sold books back to you in the past and did not have this problem.
  
  Sincerely,
  
  ***********************

  Business response

  04/10/2024

  Thank you for your response.
  
  I have included the relevant section of our terms and conditions that our customers agree to when selling their items with us. Our full terms and FAQ can be found here: **********************************************
   
  I understand that this is not what you wish to hear and we are sorry for any disappointment caused. 

  Customer response

  04/10/2024

   
  Complaint: 21555244
  
  I am rejecting this response because:
  They make no attempt to provide evidence that they aren't taking advantage of customers.  They also make no attempt to rectify these problems, that after reading other complaints on the BBB regarding this company, have been a repetitive issue as of late.  We need the BBB to step in and help resolve the matters provoked by this fraudulent company.  It's unfortunate that companies like this exist, but it's a ****** to all us consumers that we should investigate the companies prior to trusting them with our business.

  Sincerely,
  
  ***********************

*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. ↩