ComplaintsforBetter World Books

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction date: 10/24/22 Amount $5.70 +shipping Company did not ship me the book which was pictured/advertised on their website as being for sale, instead they shipped an edition of the book which was published in ****. They said the isbn number of the book they sold me is what is advertised on the website(which is not true), the picture of the book that is advertised does not match what I received. In other words they posted a picture of a later edition book published in **** (which I was looking for), but told me the **** of the book I received is what they were actually advertising, again not true, the book they sent me is so old it does not have an **** on it. They simply sent an earlier publication which was published in **** because the name matched. The company has not bothered to acknowledge that they did not advertise the correct picture of the book they sold me. My end goal is to either receive the correct book which was advertised and/or compensation in the form of a refund and reimbursement for shipping. Attached are pictures of the book they advertised on their website and the book I received.

  

  Business response

  11/08/2022

  Hello, 
  
  Thank you for contacting us in regard to your recent Order #******** with Better World Books placed on 10/24/2022. In reviewing the concerns with item ************* and agent interaction via ticket email ******* we do see that we did not have the full information of the item received and addressed the concern based on the site details which did not match the physical item received. We sincerely apologize for all the trouble and looking into the listing offering at https://www.betterworldbooks.com/product/detail/Plane-Trigonometry-************* 
  
  At this time, we have removed all items for our quality assurance teams to look into prior to uploading for sale.  We would also like to confirm that the order has been fully refunded in the amount of $7.19 on November 5th, please see the attached refund receipt. We understand that it is disappointing that we are unable to replace the item at this time, however, should there be an alternative item that is located on the site, please do not hesitate to contact us at ******************************* and request for the book to be checked prior to completing a purchase and use gift certificate **************** which holds a $5.00 dollar credit. 
  
  We sincerely apologize for the difficulties and look forward to assisting you with your next purchase. 

  Customer response

  11/15/2022

   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.

  
  

  Thank you.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about September 8th I purchased a book from them and paid through ******* After that, I received an email from them saying their supplier could not supply the book and they would refund me. My understanding is that I was buying a brand new book so I'm not quite sure why they would represent that they had the ability to sell that book if their supplier allegedly couldn't provide it. It doesn't make sense. They wasted my time and created a lot of hassle for me. Almost 2 months later after that they send me an email asking me if I received my book and wanting a review which I assume they wanted a positive one. It's like they don't understand what they're doing they're very incompetent and untrustworthy.

  

  Business response

  10/25/2022

  Hello, 

  Thank you for bringing the cancelation issue with your most recent order to our attention!  In reviewing Order #********, order date 9/18/2022 we do see that we were notified by ******,  our new book supplier partner that the item was not going to be able to be fulfilled at this time and have since updated the availability through the listing at https://www.betterworldbooks.com/product/detail/Her-Majesty--a-Photographic-History-***********************
  
  New books items are fulfilled independently of Better World Books, for more information please see the order fulfillment information at https://www.betterworldbooks.com/go/shipping
  Unfortunately, we do not hold new book inventory directly in our warehouse to be able to review inventory availability at this time. 
  
  We can confirm that a full refund was issued via ****** Transaction ***************** in the amount of $55.28 USD upon receiving the notification from ****** on 9/19/2022. 
  We would like to take the time to apologize for the reviewing process and review possible options with our internal teams for automating the removal of follow-*** for canceled orders. Please note feedback is optional. 
  
  We appreciate your business and apologize for this negative experience. We would like to extend the following 25% off code towards your next purchase with us, please use ******** at checkout which extends to used and new book inventory. This offer expires on 12/31/2022. Please do let us know if there is anything else we can do further to support this order. We'd be happy to help! 
  

• Initial Complaint

  10/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Some sort of scam is happening between **** and betterworldbooks.Bought a textbook off **** but then my **** order was canceled saying bwb(who also sells on ****) had already sold that copy. This is a very rare textbook and another person ordered it the same night? Very suspicious and/or horrible management between selling sites,

  

  Business response

  10/21/2022

  
  Thank you for bringing the cancelation issue with Order #************** to our attention. We currently sell on a variety of marketplaces, and on rare occasions, an item will sell on two marketplaces before the listing can be updated. Unfortunately, we had to cancel this order as we did not have a second copy of this title available. We apologize for this error on our behalf and thank you for your patience and understanding. We have passed this information along to our team in charge of listing merchandise, to help reduce this issue in the future.
  
  We are terribly sorry for this inconvenience and can confirm that the refund has been issued via the **** marketplace. 
  

  Customer response

  10/24/2022

   I am rejecting this response because:Better World Books is adhering to an inefficient and somewhat dishonest business model. I do not see them implementing any changes that would prevent this from happening again in the future.

  My main complaint is: I was ordering an very rare book that had been listed for weeks on **** and BWB (before I decided to finally buy), it doesn't make sense someone decided to buy the exact same title on the same day.

  BWB response to my issue was generic and clearly they didn't read my full statement on the incident. Very poor customer service.
  
  
  

  

  Business response

  10/28/2022

  Hello,
  
  Thank you for following up with Better World Books in regard to  Order # **************. We understand the disappointment with the cancelation and have taken steps to provide feedback on this experience to our teams in charge of listing merchandise, to help reduce these issues. Unfortunately, there is no further that we can take at this time due to the product no longer being available and reflected through listings via ***** please see *************************************
  
  The cancelation reason and case initiated on our end included the correct cancelation reason: Out of stock or damaged
  This shows we took the proper steps to notify and issue a refund within **** policies and procedures detailed at ********************************************************************************************* 
  Our sincere apologies for all the trouble. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  so I ordered a book on 6/8/2022 and the title is (berserk deluxe volume 4) and I paid $36.06 and it was shipped on 6/9/2022 it is now 6/20/2022 and the tracking says its still in ****** its says its been shipped but hasn't moved from the same location it was shipped, for about a week now. I don't think I'm gonna get this package at all if I'm being completely honest, I like to order from this website so I'm not really mad about it, I just want a refund.

  

  Business response

  06/24/2022

  Hello,

  Thank you for contacting Better World Books and informing us of the delivery issue with Order #********. We're sorry to see that this shipment hasn't arrived within the expected delivery window via **** Tracking #**********************. Our customer service team was able to review the tracking details and completed the refund requested via email support ticket #*******. The refund issued will be available in the next 2-3 business days back to the card ending in ****. We have attached a PDF copy of the refund receipt for your records.
  
  We apologize for the delivery error, if there is anything else that we can help with please do not hesitate to reach out to us! 

   

   

   

  Customer response

  06/24/2022

   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.

  
  

  Thank you.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I created original books to be sold as print on demand products on ******.com. This company changed the way my name is listed with ****** and are selling my books as overstocked items. They have changed the cover to a faded quality and there even books listed underneath my name that I did not create. I want my books removed from this site right away. It is selling an inferior copy of my original copyrighted work without my permission. I have emailed the company and am filing this complaint in addition to the email. Thank you.***********************

  

  Business response

  06/24/2022

  Hello,
  
  Thank you for submitting your request and concern with the listings referenced. We respect copyrights and other intellectual property rights, we will at this time refrain from offering the following ISBNs: 
  
  9780999831328 
  9780999831304
  9780999831328 
  
  Our teams have removed the item(s) per your request. Thank you for working with us towards a resolution. 

  Customer response

  06/24/2022

   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.

  
  

  Thank you.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a book for my Mother to open on Mothers Day. I was informed (finally) that it had shipped on May 2, 2022. As of the 8th of May, which is Mothers Day the book has yet to arrive. I went to the information given in reference to the tracking number. The postal service tells me that a label was created but the company never mailed it nor had it picked up by ***** This company lied to me and took my $44. The worst part is that the ********************** center is in ****, ** where I live. I could have picked up the book or they could have walked to my house to deliver it to me.

  

  Business response

  05/10/2022

  Hello,
  
  Thank you for bringing the delivery issue with Order #******** placed with Better World Books for the book title, The Original White ***** **** Book on 5/2/2022. We're sorry to see that this shipment hasn't made progress in delivery as of 5/10/2022 and was expected for a special date and apologize for the disappointment in not having received this item. 
  
  At this time, the shipment is marking a total of 6 business days with insufficient tracking details under **** tracking # **********************, and have issued a full refund at this time to avoid further delay with resolution. 
  
  Please note that the expected delivery window for new book purchases is currently estimated for delivery within 5- 9 business days after shipping,  this information is available during check out and the shipping page available at https://www.betterworldbooks.com/go/shipping New book items are shipped independently of Better World Book and fulfilled by our new book supplier; due to the item not being direct inventory, we are unable to offer a replacement at this time. We will be sure to follow up with the supplier internally, as we believe and consider the item lost in transit due to information available via tracking details.

  We hope that this experience does not deter you or your family to use our services and would like to extend a $10.00 gift certificate that can be applied towards a new purchase under Gift Certificate ****************  A copy of the refund receipt in the amount of $43.36 has been emailed to ******************
  Should the item arrive at a later time, there is no need for payment or return of the item.

  Once again we sincerely apologize for the transit issue with this item. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased two Bibles from Better World Books on 4/13/21:KJV Turquoise Reference Bible, Black Calfskin Leather, Full ****, ********** *** Turquoise Reference Bible, Black Calfskin Leather, Full ****, ********** Order #: ******** On 4/14/21, I received notice that the order had shipped along with the following **** tracking number: ********************** Below shows the tracking history as of 4/27/22:April 15, 2022, 11:19 am Departed Shipping Partner Facility, **** Awaiting Item ************************ Shipping Partner: ******************** Your item departed a shipping partner facility at 11:19 am on April 15, 2022 in ************************. This does not indicate receipt by the **** or the actual mailing date. April 14, 2022, 8:57 pm Arrived Shipping Partner Facility, **** Awaiting Item ************************ Shipping Partner: ******************** April 14, 2022, 3:00 pm Picked Up by Shipping Partner, **** Awaiting Item ****************************** Shipping Partner: ******************** As can be seen, the **** has not received the package and is still in the possession of *** Mail Innovations for almost two weeks. I searched online and found a phone number for *** Mail Innovations. It is not a working number.On 4/20/21, I contacted Better World Books concerning the delay in shipping. The representative responded that it should update within a day or so but that it could take up to 9 days to be delivered. On 4/26/21, I once again contacted Better World Books to inquire about the delay since no additional progress had been made. The representative asked if I could give it another week and if I didn't receive it to let them know. I explained that was unacceptable and if I didn't receive by the timeframe prescribed I would be disputing the transaction and reporting to the BBB. Today makes 9 business days and still no update regarding the whereabouts of the package. I desire a refund so that I can purchase elsewhere.

  

  Business response

  05/02/2022

  Hi ******,
  
  Thank you for bringing this to our attention and apologize for the delay in delivery. We do realize it arrived a little later than the expected date, marking a total of 10 business days. Upon review of support ticket #******* submitted with our customer care team, it sounds like the order was received and you were satisfied with the items! We would like to extend a one-time use code that applies 25% off your next purchase, with code 2H5GREUG which can be applied to both new and used book inventory through June 30, 2022. If there are any further outstanding issues with this order, please be sure to let us know. 

  Customer response

  05/03/2022

   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.

  
  

  Thank you.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a book that was shipped January 6 2022, according to the tracking it had been bouncing all around surrounding states, and cities in my state. I contacted ***** they you'd me that there is no physical package attached to this tracking number. That this looks like a scam.My order number from better world books is ********. I would like my book asap or a full refund.

  

  Business response

  01/21/2022

  Hello,
  
  Thank you for bringing this to our attention. We are sorry to hear that you have not received your order placed with us on January 6th,2022. We were able to review tracking information showing the item was delivered on January 15, 2022, to the address received with the order, at: 
  
  ***************************
  *****************************************************************************
  
  You can verify this delivery by going to https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=********************** 
  The delivery confirmation number for your package is # **********************
  
  If you can't find the order, we suggest that you check with your local mail carrier and post office in the instance of a misdelivery. You might also ask anyone else living in your house/building who may have had access to your mail.
  
  Please do not hesitate to let us know if this package is not able to be located as of today, January 21st,2022. 
  We apologize for any inconvenience and hope to hear the item arrived. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi and thank you in advance for your help. I purchased 5 books on 10/14/21 for ***** (Order #: ******** )I was informed that my order shipped on 10/16/21 and that all books were included in the order confirmation. I was then informed 3 days later, on 10/19 that one of the books for my order was out of stock and they would be refunding that book. I immediately contacted support and asked why I wasn't informed of this until after the product shipped, which is very dishonest. I also informed support that I would like one of the other 9 books they had in stock (exact same book) and a credit for the stock notification inconvenience. I received a 20% off credit that was not equal in discount to the original price I paid (The price with discount did not = ****.) I also noticed I received a refund for **** and I paid **** for the book. I would like a refund for my entire order (*****) due to the dishonesty shown in this whole process Attached are all conversations and email confirmations

  

  Business response

  11/01/2021

  Hello, 
  
  
  Thank you for sharing your experience regarding your most recent order with us, and sorry to hear about this issue. The item that was unfortunately canceled for Order #********, was the book title *********************** y ********* filosofal, and apologize for the delay with the cancelation notification,  and passed this information along to our shipping team, to help reduce this issue in the future. Unfortunately, we do not have any replacement copies of the **** originally ordered (**** 9788478885619)
  
  
  In regards to the refund received, I have attached a copy of the itemized invoice showing the entire breakdown per item. Going over the canceled item, *********************** y ********* filosofal, the listing price was $4.50, the promo code STOCK21 offered 25% off per item, This item received a total of $1.12 off which put the item cost at $3.38, the tax added was in the amount of $0.21, the total cost with tax included: $3.59 This was refund was issued on October 19, 2021, the refund receipt can be accessed here : Receipt 
  
  
  I am afraid that we are not able to extend a full refund to the items shipped and marked as delivered on October 22, 2021, per tracking details. however, we accept any return shipped to us within 60 calendar days of the purchase date per our return policy available at Return Policy
  
  
  We apologize that we were not able to match the original 25% off and would be happy to extend UPWT-8E29 which offers the 25% off in addition to the 20% off code originally offered. 
  
  
  Once again, we sincerely apologize for the availability of the canceled item and thank you for reaching out to us and allowing us to review these issues and provide valuable feedback to our teams. We appreciate your support and kind understanding. 

  Customer response

  11/01/2021

  ****************  I am rejecting this response because: unfortunately, BetterWorld books did not address my request for an explanation for the week delay in their stocking messages, the reason why my order was shipped incomplete without notifying me until after it had already left, or provide a reason for why they refused to find a substitute book or replacement. Their response was simply restating that they refunded the book after failing to update me in a timely manner that my order was not as promised. There is a vague phrase about blaming the shipping team, which shows that they still don't care about fixing the issue. The issue is with the displayed stock and the failure to update that stock. The shipping team fills the order and is not in charge of the software failures or the customer experience on the site. It's clear that BetterWorld books does not care about user experience at all, nor has any interested in making this right. 
   
  
  

  

  Business response

  11/05/2021

  Thank you for following up with and sharing your experience with us in regards to the fulfillment issue with your most recent order. We currently sell on a variety of marketplaces, and on rare occasions, an item will sell on two marketplaces before the listing can be updated. Items may also be missing from the assigned shelf due to shelving and picking errors. A second check is completed by our quality control team and ultimately canceled if the item cannot be replaced.  Unfortunately, we had to cancel the item from this order as we did not have a second copy of this **** available.  At this time, Better World Books fulfills by **** number and not by the book's title, therefore we were not able to replace the **** ************* originally purchased through listing available at https://www.betterworldbooks.com/product/detail/***********************-y-*********-filosofal-*************
  
  
  I am afraid that we were unable to replace it as other listings do not share the **** originally ordered. If you are seeing other copies by title, please be sure to review the condition of the available items and submit a new order. We are happy to extend a $5.00 credit that can be used towards the purchase of the item that best interests you in addition to the previous 20% off and 25% off codes received. Please do note that discounts codes cannot be combined however the $5.00 gift certificate can be combined with one code.  The $5.00 credit has been added to **************** 
  
  
  We apologize for the delay in informing you of the cancelation of this error and thank you for your patience and understanding. 
  We have passed this information along to our team in charge of listing merchandise, to help reduce this issue in the future.
  
  
  Your support of Better World Books is greatly appreciated.

*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. ↩