ComplaintsforBetter World Books

• 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.
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a book from them at the end of November 2023. They sent me a bogus tracking number & have never heard from them, my book. I emailed them, with no response. Fraudulent company.

  

  Business response

  01/12/2024

  Thank you for reaching out. We're sorry to hear that this shipment hasn't arrived within the expected delivery window. At this time, we do not expect the order to arrive and have issued you a full refund. Please allow a few business days for the refund to reflect in your account.
  

  Customer response

  01/12/2024

   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.

  
  

  Thank you.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # ******** Haven't received books showing as delivered more than a week ago. Others show last status around 9/4-5 and no further information but NONE of the books I already paid for have arrived! I want a total refund of the entire order! On 8/30/2023, I received an email stating my books had shipped. The system shows that the order was received, but I have received NONE of the books. I paid $36.83 already, but I haven't received any of the books, nor have I been able to locate a phone number on BWB's web page to contact them. I received a message/email from OSM Worldwide stating I needed to reach out to BWB directly. I'd be happy to do that, but there doesn't appear to be ANY number or address or email on the company's website. This is SUPER frustrating! Please refund me for ALL the books!

  

  Business response

  09/19/2023

  
  Thank you for bringing this to our attention. We are sorry to hear that the order #******** has not been received. The carrier has marked the package as delivered to:
  
  *********************
  *********************************************************************************************************
  ************************
  
  
  Please check all potential delivery locations at the listed address. You might also ask anyone else who may have had access to your mail. If you are still not seeing this package, we suggest checking with your local mail carrier or post office in the instance of misdelivery. In some cases, the tracking may update with the status of 'delivered' yet take an additional 24 hours to arrive.
  
  If it has been over 24 hours from the 'delivered' update, a service request can be sent by email to your local *********** to save time.
  
  Please note that there were two shipments from two locations shipped under the tracking numbers below
  ********************** Delivered September 5, 2023
  ********************** Delivered September 1, 2023
  
  We apologize for any inconvenience. Please do not hesitate to contact us should you have further questions.

  Customer response

  09/19/2023

   I am rejecting this response because: I verified my mailing address when I requested materials.  Materials should have been shipped to me at ***************************************************************, NOT to **** *********************** Dr ************** I KNOW I changed/verified the address, for I have not lived at *********************** address for well over 3 years now.  I cannot check with people who live there as I don't know anyone there, nor do I live nearby.  Furthermore, since the post office shows it delivered, they have not been any help either.  Please refund all materials as they were shipped to the wrong **************

   

  *****

   

  
  

  

  Business response

  09/22/2023

  Hi *****, 
  
  Thank you for following up with us and providing further details. We have issued the refund for the missing items and ask that you visit your Better World Books Account and update your address book to remove any addresses that are no longer needed. If there is anything else that we can help with please let us know! 

  Customer response

  09/22/2023

   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

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The web site of Better Word, Books shows,The front cover of the Renal Diet cook book by *********************. Stating that it contains **** recipes. The book has less than 100. their customer service phones just take you to recordings saying the same thing.I have attempted to contact them several times on the coputer,they state they will get back to me .It has been several days and i have not received a reply. their return policy states you have 30 days from the time you order the book to return it.

  

  Business response

  07/24/2023

  Hello,
  
  Thank you for following up with us. Our apologies for any confusion. Reviewing our previous correspondence, it appears that we have already issued a refund regarding the printing issue for Order #******** on 7/20/2023. We have attached a copy of the refund receipt for review. Please let us know if we can be of any additional assistance.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed the order on 6.6.23. Paid **** for it, but the order never arrived, even though I got the confirmation mail. I contacted the support service, but no reply. The book was meant to be a present, but it took too long and still no book, so I'd like my money back for the wasted time.

  

  Business response

  07/24/2023

  Hello,
  
  Thank you for following up with us. Our apologies for any confusion. Reviewing our previous correspondence, it appears that we have already issued a refund for Order #******** regarding the delivery issue on  Jul 16, 2023, via ticket email #*******.  A copy of the refund receipt and email are attached for review. Once again, our apologies for the shipment not having arrived within the delivery window.
  
  Please let us know if we can be of any additional assistance.

*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. ↩