ComplaintsforBiblio, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order # *******. Item came damaged. See return policy quoted below. I contacted Biblio and was given the run around. The return policy states that all I must do is contact Biblio and I will received a return label. I have never received a return label for the damaged item I received.RETURN POLICY Incorrect Book/Not as Described/Damaged Before or In Transit If you receive an item that is not as described, incorrect, or damaged in transit, your purchase is eligible for a full refund including all postage costs Please reach out to BIBLIO within ************************************************** replacement (if available).Incorrect Book/Not as Described/Damaged Before or In Transit If you receive an item that is not as described, incorrect, or damaged in transit, your purchase is eligible for a full refund including all postage costs Please reach out to BIBLIO within ************************************************** replacement (if available). BIBLIO or the seller will provide a return address so that you may send the item directly to the bookseller. If the seller cannot provide a prepaid label for your return, you are eligible for return postage reimbursement. We cannot guarantee full return postage reimbursement to customers who return items without notifying the seller and/or BIBLIO beforehand, and without an agreement with the seller and/or BIBLIO concerning the amount of return postage reimbursement. Please be sure to contact BIBLIO Customer Support before returning your item to the bookseller.

  

  Business response

  04/30/2024

  My sincere apologies for this. I've issued a full refund, and you should see that reflected on your side shortly.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 1 product from these people 1/24/2024. It wasnt as described and I feel I got ripped off. Oh well Ill know better next time not to order from them. My problem is since I ordered my 1 product and received the product, this company has used my email address to send over 60 emails not concerning ANYTHING to do with me or my order. Rather other peoples complaints and inquiries about their product they ordered. In these emails I have these peoples addresses and names, as well as what they ordered. I have sent their company a cease and desist email and nothing. But still on an average receiving 4 emails NOT concerning me to my private email address. I feel like I paid to be harassed! I want them to stop!

  

  Business response

  03/20/2024

  My sincere apologies for the extraneous emails. It looks as though there was a technical mishap on the part of one of our booksellers, and you were left on copy to emails unrelated to your order. 
  

  Weve informed the bookseller of the problem, and the emails should have stopped.  If they have not, please let us know ASAP and we will escalate this further. 
  

  My sincere apologies once more. 

  Customer response

  03/21/2024

   
  I am rejecting this response because: 

  
  Because I had to call the company and discuss with them that additional emails are still being received. I was giving the explanation of its a seller through us and somehow your email address has made it into their CC 

  until I have a response from the company that my email address is NO LONGER in their systems and I havent received any emails in a least 7 days, then I know theyve removed me from their systems. 
  Thank You,

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

  

  Business response

  04/08/2024

  Hello,

  We spoke with the bookseller who mistakenly CC'd you on emails, and they assured us that your email address has been removed. You should not be continuing to receive emails.

  If you are still receiving emails, please let us know and we'll escalate the matter further.

  Once again, my sincere apologies.

  Thank you,

  ********

  Customer response

  04/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi,We have a account on ********************** from last year and after January 2023 they never paid because of the credit card updating for seller account.After this we updated the card and the y promised us to pay on 25th august and approx 20 emails sent after that and its been 50 days and they are not sending me my money .Please help me

  

  Business response

  10/26/2023

  Hello SMBooks,

   

  We have been communicating with you about your account and payment diligently, with several threads of emails going at once.

  The reason we could not initially pay you was because we did not have an active credit card on file. Once we received an active credit card from you, we attempted to pay you through the method you selected and with the information you gave us. However, because the payment was made in CA currency, the payment did not initially go through. We changed the currency to USD, and you were paid in full on October 10, 2023.
  

  Customer response

  10/28/2023

   
  I am rejecting this response because:

  they have paid me 423$ and 300$ is still with them and I can even send the screen shot .
  

  this time they never paid me on 25th October .

  They are doing fraud with sellers and unnecessary keeping the money with them .

  I am a old seller and still waiting for my hard earned money .

  please help me 

  
  

  

  Business response

  11/07/2023

  Hello BBB and SMBooks,

  We responded to you seven days ago through another email thread, which you can see in the attachment. The email said:
  
  "Thanks for your message. As previously noted, some of the orders do not have tracking showing delivery. For this reason we have placed a temporary payment reserve on your account. I've reduced the reserve from $300 to $100, so next payment cycle we'll send all funds due except $100.
  
  Once we have a better track record on your account and more orders that we can verify, then we will be able to ask our risk team to reevaluate your account and possibly lift the reserve."

  We have acted consistently to pay you, and now that we received correct billing information from you, your payments are being released as scheduled, minus the temporary payment reserve of $100. We have explained our reasoning for the hold in our email above.

  Please let us know if we can confirm any other information for you, and we'll do our best to do so.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PGGEN sells under Biblio and there was a refund request for order 1005-10345484-6071730 The buyer claimed that the book originally order, "A Philosophy of Textile", was not shipped. The buyer claimed that another book had been mailed out and had asked for a refund. Upon checking the details of this order, it was confirmed that the correct title had been shipped. I spoke to a seller support rep in Biblio and they told me to just refund the buyer. I then told them that the buyer had been sent the correct item and that I would not initiate the refund without receiving the correct item back. The rep then told me to just take whatever book they send back and sell it. This was ridiculous and I was astonished that a seller support rep would be encouraging fraud on behalf of a buyer. I asked her why would I just take any book back that wasn't the book that was originally shipped. She then urged me to do so and said the customer is important. (the Book that the customer tried to send back only cost 1/3rd of the book that they had originally received). Days later a refund had been processed without my approval. I called and spoke to a seller rep named ******. She said that there was no evidence of fraud or misrepresentation on behalf of the buyer; I then asked her what evidence did she have to come to that conclusion. She then said, "Her past history." This did not make any sense and I offered to show her an invoice for the book sent to the customer as well as mailing information. She refused the evidence. I told them that I was going to report them and they said we are going to close your account if you do so. Biblio is a dishonest company and SELLERS SHOULD NOT SELL ON HERE. They provide no remedies for a seller having been ripped off, and they encourage fraud on behalf of buyers to the detriment of sellers' businesses. I have never dealt with a more dishonest and fraudulent company.

  

  Business response

  12/15/2022

  Thank you for providing details about this situation. I have checked in with our customer support, bookseller team, and fraud department about this order.
  
  The bookseller in this case, PGGEN **** refused to take a return when the customer received the wrong book. Despite being offered a number of ways of resolving the situation over multiple emails and phone conversations, the seller was unwilling to accept a returned book. The seller is a drop-shipper and did not physically ship the order themselves.
  
  The customer in this order has a long purchasing history with Biblio with no record of fraudulent activity or unnecessary returns.
  
  We suggested that if the seller accepted the return, Biblio would cover any return postage, refund our commission, and if he wanted to, he could always resell whatever book was returned.
  
  We were attempting to resolve this order on the agreed upon terms of service that we provide to sellers and customers. Biblio does encourage sellers to offer high quality customer service, and to work with us to resolve any order issues in a manner that is satisfactory to all parties. We encourage sellers to process returns and to give customers the benefit of the doubt.
  
  That being said, we have taken a full loss on this order and credited the amount back to the seller's account. We have also suspended the account from selling on Biblio due to the tone they used with our staff as well as their inability to find resolution over what could have been a simple return procedure.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #****-10130484 I recently purchased a CD advertised as "Chamber Sym / *********************** / *********************, RCA Legacy, 2008-10-28. Audio CD. New. CD is new:" to add to my "***********************" collection. *********************** did not compose, conduct, or even comment - he is not even mentioned in the 12-page booklet. As far as I can tell, he had nothing to do with this CD or it's content.For my $21.61, all I got was an apology for their mistake.

  

  Business response

  07/27/2022

  Thank you for checking in, and I apologize for the difficulty with your recent order. I see that we sent a return request to the dealer on your behalf after you left a negative review on Trustpilot on the 22nd. In that review, you mention receiving an apology but nothing else - can you clarify if you've reached out to the seller directly? If so, we have no record of that communication.
  
  Based on what you've told us in these messages, we would consider this to be a misdescribed item. Could you please send us a copy of your communication with the seller, and if possible, a copy of what you received? We'll be happy to get this resolved and refunded for you before the end of this week once we have those details. You can send this information to [email protected] - we'll be on the lookout for your email!

  As the marketplace site, we are always here to help if things go awry with your orders. You can always reach out to [email protected] even if the seller is not responsive. I hope we can get this resolved for you soon.

  *********************** for Biblio.com
  

  Customer response

  07/27/2022

  
  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.
  

  I did try to contact the seller regarding this issue and was not offered a refund as I have described.  I just received another email for the seller that also does not resolve this issue:
  
  Qutoe:
  ************************* 2:05 PM (23 minutes ago)
  to Biblio.com, me
  
  Frederrick **** of ******,  It may be that the data used to populate the listing included an author not associated with disk.  I see evidence both in Biblio's listing and in the data provided by the ASIN B000003G73.  I have reached out to the keeper of the data to make the following changes  "******************* is Author.  *********************** must be removed as he has no association with this work"  
  
  Further your review of Biblio is outrageously unfair, as you did not reach out to me the seller.  You did not request a return, so when none was offered it is unfair to leave a negative review.  They are the portal, I am the seller.  The listing does seem to have an error, still unverified, because it relies as we all do upon available information.  If you are interested in a return you should request of me and remove the outrageous review.  
  
  The number of emails I have failed to offer a response in ******* transactions would be zero.  I have never allowed any customer to suffer a loss due to a mistake.  But the mistake here is joint.  All available reviews of this work do not include the author mentioned.   
  
  Matt      
  ************************
  C: **************
  W: **************
  *********** Website
  :Unquote
  

  Please advise what I need to do to continue this process.  I would like a refund, but none has been offered thus far.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered used books from Biblio,com on 6/22/22. Two of the books were to be shipped from SecondSale books in ** (SecondSale.com). Only one of them arrived, and it came within the time frame provided by Biblio. The other one has never arrived, but also had the same estimated arrival dates (between 6/26 - 7/4/22). Incidentally, the one I haven't received is also probably the most expensive used book I ever ordered, at about $18. The overall order with Biblio was Order #****-10098517, with the related SecondSale order being #****-10098517-5796808. The book that did arrive from SecondSale had a shipping label that said Box: 1 of 1. It was from SecondSale.com, *************************************************************; **** Tracking # **** 9902 1752 4443 6423 94. Today's date is 7/9/2022.

  

  Business response

  07/11/2022

  Thank you for checking in and I'm sorry for the trouble with your missing book.

  I see that you sent an automated inquiry to SecondSale via our support system, and I'm assuming from your BBB complaint that a response has not arrived. Our usual procedure in a situation like this is to send a final notice to the bookseller, called a 48 Hour Notice, which gives them an amount of time in which to reply with pertinent details or offer a resolution, such as a reshipment if the book can not be tracked.
  
  I will go ahead and send a 48 Hour Notice to the seller and will copy you in that message. If the book nor a useful response has arrived in two days, we can go ahead and refund you in full for the missing item.

  Our hope is always that the book is delivered, but we'll be sure to get you refunded if it doesn't seem like it is going to arrive.

  Please keep an eye on your inbox and let us know if you need any further assistance. You can always reach us at [email protected] and by phone Monday-Friday (10am-4pm EDT) **************.
  
  Thank you for your patience,

  Amber
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold a book on biblio for $1200 a couple weeks ago and was supposed to be paid the 25th. Now they are holding my money because I don't have a credit card. They even told me I can use my debit card for an authorization charge so I put my debit card on there and they charge it then tell me I still can't get my money because it wasn't a credit card. I have the emails where they told me it can be a debit card and everything. I need my money so badly

  

  Business response

  04/29/2022

  Thank you for checking in again, **************. As we have communicated multiple times via email and telephone (most recently on 4/28/22), payment is on the way. Our bookseller team has been following our standard procedures for how we pay new booksellers for high dollar orders.  The payment should be in your account within the next few business days.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  February 4, 2022 RE: Oder #****-9819101 --I placed an order on January 05, 2022 for a book on the Biblio.com website. The total cost, including shipping, was $19.00 dollars. I was given a maximum estimated delivery date of January 17th. The order was to be filled by a seller on the Biblio.com website. The name of this seller is [email protected] did not receive my order by January 17th. I followed Biblio's guidelines to contact the seller to get updated shipping information. The seller never responded. Next Biblio sent a request to the seller on my behalf. The seller never responded. The shipment is now several weeks past due. I requested a refund from Biblio.com. They responded by email on January 27, 2022. They said I would be receiving a full refund. I have yet to see the refund. Today's date is February 4, 2022.I am requesting a full refund of the purchase price since I never received the order. It would also be in the best interest of Biblio.com to take their sellers through a vetting process to make sure that the sellers are legitimate and not just collecting payments for orders with no intentions of filling the orders, This would provide an added protection to Biblio.com customers.Sincerely,******************

  

  Business response

  02/08/2022

  Thank you for checking back in and I'm sorry that you haven't been refunded yet.
  
  I have checked through our communications with you, but I'm afraid that I don't see a message on Jan 27 that authorized a refund - was that directly from the dealer? Would you be willing to forward that message to [email protected] so that I can see what happened? The last message we have on file was from the 20th, where we requested details from the seller on ticket #****************.
  
  You are certainly due a refund because of the seller's unresponsiveness. I will process that immediately and you should see that $19 returned promptly.

  That seller was just contacted by our support team due to their handling of your order and a few other recent orders - until recently, they've been a solid seller and have been listing with us since ****! That being said, we will suspend them from listing if they remain unresponsive. We do expect our sellers to communicate with us and with customers clearly.

  Please let us know if you need any further assistance.
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item. Paid the asking price and the listed shipping charges and tax. They send me an email after the fact requesting more money. This does not sit well with me. How are they allowed to do business like this ?

  

  Business response

  12/07/2021

  Thanks for your message, and I'm very sorry to hear about the difficulty with your order. As I don't have your specific order details, I'll give you a basic response, but if you feel that our answer doesn't address your issue, please let us know by contacting us at [email protected].
  
  All booksellers on Biblio provide an average shipping cost for sending their items to various locations. From time to time, a particular item may cost significantly more to send than the bookseller's quoted average, due to the size or weight of the particular book/s in the order. In that case, the bookseller may need to request additional postage to compensate for their actual cost. Sellers can submit an additional postage request through the Biblio system along with an explanation for the request.
  

  As these additional postage requests go through our system, we are able to oversee the situation and can take action if you wish to accept or deny a request for additional postage, including canceling and refunding orders. If you need further details or any other assistance, we're happy to help.
  

  Customer response

  12/08/2021

   
  Complaint: 16329868
  
  I am rejecting this response because: If a stated shipping price is listed it should be honored. It is not the customer's responsibility to keep the website pricing current. Shipping that book should not cost 33 dollars. How many people have succumbed to your extortion for overinflated shipping prices..is that in your responsibility statement. ?  I went through PayPal so I got my money back.  This is no way to do business. You statement, stating that you will not lose money due to shipping is not the customer's problem. That is not an ethical approach to doing business. You will not get my business or anyone I know.
  
  Sincerely,
  
  *********************

  

  Business response

  12/13/2021

  We're sorry for the misunderstanding of our processes and disappointment with your order experience. The vast majority of books are shipped by our booksellers without requiring additional postage - only in rare occasions does it apply.
  
  In your situation, the book was oversized and quite bulky, requiring additional packaging and additional cost to ship. The bookseller is a reputable one with whom we have been working for many years. In fact, they've added a note to the item's description indicating that the item may require additional postage to avoid upsetting another customer in the future.
  
  Until we update or change our software structure to accommodate item-specific shipping rates, it is likely that large or heavy items listed on Biblio will sometimes require additional postage charges. We are always happy to immediately refund/cancel orders if the customer does not wish to pay additional shipping fees in those situations.

*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. ↩