ComplaintsforBetter World Books

• 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. ↩