ComplaintsforBetter World Books

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a book from this seller specifically for the cover art on the edition (said cover was pictured on their website). The book I was shipped was a later printing with different artwork. I contacted the seller, and their reply was that I should have known what the **** number of the book was before ordering, and that the photos of the products sold on their website cannot be assumed to be accurate - both of these are unrealistic expectations for the average consumer to know before placing an order.The **** of the book is the same for both the cover I was seeking and the one that was sent. I contacted **************** and was told that they could not exchange the title, but would accept a return. I requested a return shipping label, but the vendor said that they do not supply those and I would have to pay for it myself, meaning that I am taking a loss for returning an item that is not what was advertised on their website. I am very disappointed in the service from this company, especially because I chose to order from them as a small business rather than using a larger retailer that would have accepted a return for delivering the wrong product.

  

  Business response

  07/12/2024

  Hello,
  
  Thank you for contacting us and sharing your feedback regarding your Order #******** placed with Better World Books.
  
  We are sorry that the book did not arrive as expected. We have checked our records and found that the book we sent you matches the **** you ordered. We understand that customers rely on the images displayed on the listing when making a purchase, but we would like to remind you that images may not always be accurate as the images displayed are stock photos. We recommend that you review the product details provided by the seller, especially the ****, to ensure that you receive the correct item.
  
  We have refunded the order in full at this time, as we hope to make changes soon to address images on the website.
  
  Thank you for your understanding! 

   

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a book The Locked Room for $6.50. I didnt not receive the book ater 15 days and contacted them as they said to do after this time period. They twice told me to wait a longer time oeriod and refuse to give me a refund.

  

  Business response

  07/04/2024

  Hi ******, 

  We are sorry to hear that there is a delivery issue with your order, unfortunately, we were not able to locate your order details with the information submited, if you do nto mind could you please share your order number with us so we may review the issue in full? 

  We appreciate your feedback and look forward to assiting you! 

• Initial Complaint

  06/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 6/17/24, I placed an order (#********) of 3 books for $52.98. The order was shipped in 2 packages. I only received one of the 3 books (the BH&G Heritage Cookbook), and the tracking shows everything was delivered. The address is correct, otherwise I would not have received part of the order.I attempted to contact the business on 6/24/24 via their website/email. I haven't received any follow up.If it was a shipping issue, how did I receive part of the order? I'd like either the book or a refund, if possible.I have the emails if needed.

  

  Business response

  07/04/2024

  Hello,

  Thank you for contacting us, we are sorry to hear that there was an issue with the delivery of your order. After reviewing the ticket 6318318, submitted with our customer service, we see that the delivery issue was resolved, could you confirm if there are any mising items for Order 19256078  and the missing titles if any? 

  We appreciate your feedback and look forward to addressing any issues. 

  Customer response

  07/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   

  To answer the question: the order was shipped in 2 packages. The part with the crochet book Timeless Crochet and the Better Homes and Gardens book apparently got separated at time of delivery & weren't received. Not usually an issue.

  
  

  Thank you.

• 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

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

*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. ↩