ComplaintsforBetter World Books

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a listing called "EVGA GeForce RTX 3080 Ti FTW3 Ultra Gaming Guide: 12G-P5-3967-KR, 12GB GDDR6X, iCX3 Technology, ARGB LED, Metal Backplate". Based on the listing, the photos and certainly the price, it was very clearly selling the GeForce RTX 3080 graphics card for computers. I purchased it and when it came in the mail, it was just a pamphlet with the picture of the item on the front and the only information inside was *********************** propaganda.They sold me *********************** propaganda for $246.59. It's an insulting scam. I don't care about politics, I just want what I ordered or a full refund. They have since not responded.

  

  Business response

  06/20/2024

  Hello, 

   

  Thank you for allowing us to review the issue with Order #********, we see that the supplier has provided a prepaid return label under tracking 1Z4477539099902796 and this tracking shows that the return is on its way. Due to these details, we have refunded your original payment in full. 

  We appreciate your help with this issue and have taken action by removing the item from offerings on our website in addition to providing all orders that expereinced the priting issue with this new book listing to the supplier. 

  Please let us know if there is anything else that I can help with. 

   

   

  Customer response

  06/20/2024

   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.

  
  

  Thank you.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a bought from this seller and they sent me a different book than what I ordered. I bought this book because I am collecting a matching series. I saw the picture of the book I wanted with the listing. Whether it is a stock image or not, it is a misleading image of a different style of the book that does not match the book I received. The seller had a choice to use an image and a choice to use an image that matched the book. I contacted BWB and they will not make it right. They expect me to pay for shipping when it was their mistake. To resolve this I would accept a shipping label so I can return the book for a full refund of $7.37, or I would also accept what other book sellers have done in situations like this, a simple refund of $7.37.Better World Books ************************************* U.S.A Creative Mythology : The Masks of God, Volume IV ****************************** Placed order 5/10/24 Delivered 5/17/24 Paid 7.37 AbeBooks Order No.: ********* Emailed BWB at:*************************************************************

  

  Business response

  05/22/2024

  Thank you for your email. We are sorry that you did not get the item you were expecting. We stock all of our books by **** and after looking into the issue, we have confirmed the book sent to you matched the **** ordered. Please also note that Abebooks adds a disclaimer to all listings including the item in question as shown at *****************************************************************************
  
  While we cannot exchange the item for the one you expected, we have issued you a full refund as a one-time courtesy for this book. Your account should be credited within the next few business days. There is no need to return the book to us. You may keep it yourself, or you may wish to donate it to a local organization in need. Unfortunately, this courtesy will not be extended for future purchases. 
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 4 books worth $50.83, a month ago( 3/13/2024) and I havent received them yet the last update on the shipment details was on the 27/3/2024 . Im not sure why its taking so long to ship the order. This is the order number ********. Kindly look into the matter.

  

  Business response

  04/10/2024

  Re: Order #********

  Thank you for bringing this to our attention. We apologize for the delivery delay and for any inconvenience it has caused. Unfortunately, some international shipments can experience delays for a number of reasons. Please also note that international orders are estimated to arrive within ***** business days, this timeframe has not been met and is marking 19 business today. 
  
  If you wouldn't mind, we'd like to ask you to wait one more week for the shipment to arrive. If it is not delivered within the next week, please let us know. Tracking is available at *************************************************************************
  
  Thank you again for your continued patience.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a book from Better World Books on March 14, 2024. I based my order in the description of the book in their listing. The book I received was not even by the author the listing said it was. I informed them of the problem. They said they would refund the price of the book if I return it. However, they said I would have to pay shipping cost for the return. That would cost me most if the price of the book to get the refund.

  Customer response

  04/10/2024

  I want to be sure to clarify that the transaction with Better World Books was done through  ***** The **** rules clearly say that if a seller sends the wrong book the seller must refund the price and pay return shipping.
  
  Also, although it appears to me that responses they made to me were automated, as if a machine read my complaints, they claimed that the **** number "confirms" that they sent the right book. Whatever the **** number says, ******* listing and product details said the author was *********************, which is what I wanted. The book they sent is not by *********************, there is nothing by ***** in the book, and ******* name is not anywhere in itmrvin the book. Every time I explained that to them, they said they go by the **** number, so they can't change it and I must pay the shipping.
  
  I hope this is helpful.
  
  *********************
  

  
  

  

  Business response

  04/10/2024

  We are sorry about the mix-up. Unfortunately, we are not able to replace the item, however, we have issued you a refund. Your account should be credited within the next few business days.
  
  There is no need to return the book received. You may keep it, donate it to a local charity, or recycle it.
  
  Again, we are sorry about this error. 

  Customer response

  04/12/2024

   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.

   However, due to the extreme trouble Better World Books gave me over this, and the fact that they did not offer a reasonable settlement without a complaint to BBB, my criticism of their business practices and communications remains. I have detailed this in an email to BBB. 

  Thank you.

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a used hardback book "****************************" from Better World Books on February 11, 2024. I paid for the item via credit card. I was given a delivery date of February 15, 2024. The item never arrived at my address. I was given an updated delivery date of February 20, 2024. Again, the item never arrived. When I did a search for the tracking number on the **** website, it shows that the item was shipped on February 13, 2024. I have made four attempts to contact the seller--Better World Books about my order and none of my email messages have been acknowledged. I ordered the item from an **** listing. I have contacted **** and had them to investigate. **** said for me to wait until February 27, 2024 and if my item hasn't arrived by then, **** will investigate the dispute further. I want the seller to send me my item I paid for.

  

  Business response

  03/11/2024

  Thank you for following up with us. We have checked our **** seller account and verified that we have authorized the refund for this order due to the delivery issue on February 27th, 2024. If the money has not been deposited to your credit card account, you will need to contact the marketplace as they are responsible for all of the billing details of this purchase.
  
  Again our apologies, and please let us know if you have any additional questions or concerns.

  Customer response

  03/11/2024

   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.

  
  

  Thank you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 21, 2024 I had placed 2 orders (Order #******** and #********) with a total value of ****** USD. I had received comfirmation of payment however my orders NEVER came. I ordered 38 books that NEVER ARRIVED!!!!! On the website order details, the order status says that a 'Delivery attempt was made on February 2,2024 at 7:00am - no one was home (card left)' I was home on this date, nor did anyone come, nor was I contacted nor was any card left regarding the delivery nor a 'drop point'. I have contacted bPost but they have said to contact the sender, which is not possible since BetterWorldBooks does respond to emails. I have been almost one month for this order, which wouldn't be an issue had I received additional information on how to receive these packages.I want a full refund as this is ******** and not fair. The address stated on the order is the address I live at nor was the package requested to be sent to any other address, so tell me where are my books?!?!?!?!?

  

  Business response

  02/21/2024

  Hello, 

  Thank you for writing and bringing the delivery issues to our attention, because there are several orders involved, we would be happy to address one at a time. For Order #********, we see a total of 19 items were ordered and marked as delivered with original tracking **************************************************************************** final mile carrier: 

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

  Have the items now been received? 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Jan 25, **** I placed an online order # ********* for a book ***** Handbook of Messianic Prophesies to be sent to a friend in **********. I had to get his address from my address book---and edited the shipping address online (defaulted to my address) to his address. Three days later when I was reordering the same book for my daughter I noticed the previous order was being shipped to ME!! I immediately emailed the company and got a response that they received my email and it would be handled in the order in which is was received. I also called the company but they only took voice messages. I left a long voice message with all the details. Subsequently on Jan 29, **** I emailed asking if I should refuse the delivery from *** which I tracked and determined it would be delivered on Jan 30, ****. The book in question was mailed by *** and delivered 1/30/**** to me---it is still unopened. I was not present when it was left on my doorstep. To date (1/31/****---I have not received any reply to emails or phone calls about what the company wants done with this book. I feel there must be a glitch in their ordering system somewhere for the new "edited" address that I entered somehow fell off in the payment process and reverted back to the default address. I do not need this book as a friend had already given me a copy and that is why I was ordering it for others because I liked it so much. I am happy to return it via ***---as a return to sender---but I need reassurance that my money will be refunded.

  

  Business response

  01/31/2024

  
  Thank you for contacting us. Unfortunately, we cannot modify or ****** your order to a different address. Due to high volume, our emails are behind and phone support is limited, our teams are working to address this issue, and apologize that we did not get back to you on time. We have issued a full credit due to the trouble, refunds are available within 1-3 business days.
  
  Please place a new order if you are still interested in the items. Be sure to update any saved addresses in your account to avoid similar issues in the future. Please let us know if you have any further questions or concerns.

  Customer response

  02/01/2024

  Re case # ********: I just got an email saying Better World Books has refunded me the total amount for this book.  Thank you for your help.

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

   

  I just received a refund of the purchase price for the book from Better World Books.  Please close this case then with the BBB.  Thank you

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Jan 23, **** ordered via the website the book ************ in hardcover.The book was a gift for my grandson. The wrong book was sent (Dune 1st book).I've tried contacting BWB following their protocol-sending in a request. I've also tried calling different departments trying to get someone to help me. I've left messages but haven't heard back from anyone via email or phone. I would've liked to have been able to have this corrected asap so my grandson could get the correct book. I'm frustrated since I can't get anyone to help me.My order # ********

  

  Business response

  01/31/2024

  
  We are sorry about the mix-up. Unfortunately, we are not able to replace the item, however, we have issued you a refund. Your account should be credited within the next few business days.
  There is no need to return the book received. You may keep it, donate it to a local charity, or recycle it. We ask to check all book details prior to placing a new order. 
  
  Again, we are sorry about this error. 

  Customer response

  02/01/2024

   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.

  
  

  Thank you.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In early August 23, I ordered an ******* workbook with A Connect Access code. I paid $104.11. I chose this particular book because it came with a connect access code that is necessary in University. our son was in ***** from August to 14 December. ***y didn't use the Workbook or access code overseas. School started in Jan 24 and the connect access code is necessary. I contacted Better World Boods and asked about the connect access code and ***** from their customer service department told me the following: ***** *************************** 18, ****, 9:42AM EST Hello, Thank you for writing! *** majority of our inventory consists of used books and any components such as CDs, DVDs, figurines, access codes, or other accessories are not included, even if listed in the title. We are unable to change such listings as the title is determined by the publisher and cannot be changed for resale. Should you have any additional questions, please do let us know. Sincerely, ***** *** title of what I purchased was "GEN ***** LOOSE LEAF AVANTI; CONNECT *********** 5TH" I had looked at other sites that offered the same book but didn't include the connect access code. I specifically chose this one because it said that it came with the connect access code which we were told would be required. ***re was a description underneath where they described the item. It said that the book was used but in almost brand-new condition. *** inventory SKU was 45182711-6. *** description of what I purchased was deceptive at best. It says that it comes with a code to be able to use the book online. If this was not the case, the description should have said that no connect access code is available with this book. *** description, in bold, clearly claimed that it came with the connect code. It WAS possible for them to accurately describe what the customer is getting in THEIR description. I don't understand how they get away with deceptive marketing. Also, the book arrived a week late.

  

  Business response

  01/31/2024

  
  We are sorry to hear that #******* placed with ** via the Biblio Marketplace on August 12, 2023,  did not meet expectations and was missing the access code. Better World Books primarily sells used books and based on our condition guidelines additional components are not available. Customers must inform Better World Books of non-delivery or condition issues within thirty (30) days after the estimated delivery date.

  Unfortunately, we will not be able to take action in the form of a refund or replacement for this order as our teams were not contacted before January 11, ****, marking a total of 152 calendar days which is outside of the refund and return policies for both the Biblio marketplace and Better World Books Policies. The email referenced here is ticket # *******. 
  
  Our apologies for any inconvenience.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a book for school through this business. It came in and it was more like a brochure knock off of the real textbook. I sent an email 3 weeks ago asking for a refund and they assured me I would get one. I spoke to someone named ***** via email after submitting the request. As of today I have not received a refund and I also have been charged again 2 days ago for the book. They keep saying the refund will process in 3 days and not only did I not receive it I was charged again. This is ridiculous.

  

  Business response

  01/18/2024

  Our apologies, however, we have checked with our credit card processor and have verified that the refund for Order #******** was issued. If the funds have not been deposited to your credit card account, you will need to contact the card issuer with the unique reference number 24492164012000011728719 
  
  We have also attached a copy of the refund receipt. Please let us know if you have any additional questions or concerns.
  

*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. ↩