Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,We sell textbooks on Biblio marketplace website and received a book order on 12/24/24. We packed the order and dropped off the package in the **** Dropbox. Biblio contacted me on 01/13/25 and told me that the buyer did not receive their order. Because there was no package scan or shipping update from the ****, I requested Biblio to refund the buyer because the package was lost in transit. After the refund was issued to the buyer, I saw that our seller account was debited $289.94 for this fully refunded order even though we only received $238.75 seller payment for the order. I contacted Biblio about this extra $51.19 ($289.94 - $238.75) debit, and was told by their agent, ******, that both the $35.04 commission and $16.15 payment processing fee could not be refunded because they had already paid me for the order. I was surprised by her explanation and told her that this is not the normal business practice for all major textbook marketplaces including ******, ***** AbeBooks, Alibris, etc. because if the customer has been fully refunded, the buyer will not be charged the commission by these major textbook marketplaces. She ignored my explanation and insisted that the commission would not be refunded. I then asked her what their return policy about the commission for the sellers since there is no explicit written policy about this on their website. As of today (03/26/25), I have not yet heard from her. Therefore, I am seeking the help from BBB to get the commission credit back and will then decide if we want to continue to sell the textbooks on Biblio. Thank you!

  

  Business Response

  Date: 04/07/2025

  Hello,

  As we explained in our response to your email inquiry, the tracking information for this order only shows that the Shipping Label was Created. We simply had no proof to provide that the order was shipped, only that a label was made. You can see the tracking information here: ********************************************************************************
  
  Since we have no proof that the item was shipped, the order is ineligible for commission refund.

  My apologies that we could not do more, and please let us know if we can provide any further information.

  Thank you,

  ********

  Customer Answer

  Date: 04/07/2025

   
  I am rejecting this response because:

  First of all, as already explained to Biblio several time, they can never rule out the possibility that the item was LOST in transit and this happened before when we dropped off a package in the **** Dropbox. All the textbook marketplaces will refund the commission when a buyer has been fully refunded for whatever reasons because they did not earn the commission when the order was canceled or refunded. Since the buyer was fully refunded,Biblio should not charge us the commission because we did not earn any profit from this refunded order.
  
  Moreover, as of today,Biblio has NEVER answered my question regarding their commission policy for a refunded order since there is NO CLEAR WRITTEN policy about this on their website.  Therefore, it is unfair to charge us the commission when the buyer was fully refunded and it is against the normal business practice for all major textbook marketplaces.
  
  Given that there is no clear written policy about the commission for a refunded order, it is very risky to sell the books on Biblio marketplace because once the seller had confirmed an order, Biblio could arbitrarily charge the seller the commission even the order was later refunded.
  

  
  

  

  Business Response

  Date: 04/14/2025

  Unfortunately, when there is no evidence that the item shipped, we are unable to refund commission costs. If you are able to prove that the item did in fact ship, we are happy to reassess.

  Further, we had a credit card dispute on that order.  Those carry a cost to us both in fees from our processor and time spent investigating.

  We do apologize we are unable to refund commission costs.

  Customer Answer

  Date: 04/14/2025

   
  I am rejecting this response because:
  

  Ms. ****** first told us on 03/21/25: "In this case there was a charge dispute to handle and so the order was not eligible for commission credit."  As I explained to her before, the customer had never contacted us or ******************** about not receiving their item before filing a credit card charge dispute.  As a marketplace seller,we have no control on when and why the customer would file a charge dispute,and I believe that that it is Biblio's responsibility to have a clear written policy and procedure on their website to let the customers know what they should do if they did not receive their orders instead of filing the charge dispute directly.  Therefore, I do not think that we should be responsible for the charge dispute by charging us the commission even though we fully refunded the customer.
  

  She now provides a different reason to withhold the commission credit by asking us to prove that we did ship the item.  We have told her several times that the item was lost after we dropped off the package at the **** Dropbox and she should never rule out such possibility.  Apparently when an order has been fully refunded,the Biblio can still arbitrarily charge the seller the commission without a clearly written policy, and when I asked for a such policy, she has never responded.

  

  Business Response

  Date: 04/14/2025

  Please see the BIBLIO Seller Terms and Conditions, which you agreed to when you became a seller:
  
  *****************************************************************
  
  Please read the following section regarding our policies around chargebacks:
  
  "In the event that a customer is dissatisfied with the outcome of an order, a credit card chargeback or ****** dispute may be initiated by the customer. These actions, in effect, reverse the payment. Once a chargeback or ****** dispute has been issued, the burden of proof lies with the seller to demonstrate that the order was properly filled and that the charge was warranted. Most charge disputes can be avoided by promptly responding to customer questions or requests for additional information sent from Biblio support staff. Addressing your customer's concerns proactively will avoid disputes of this nature, saving you time and money. Signed proof of delivery is very often the best protection agains payment disputes and is strongly recommended for high value orders.
  
  If Biblio processed payment for the order in question, then we will receive notification of any payment dispute that is issued. We will attempt to resolve these on your behalf, but if they cannot be successfully reversed, we will debit your account for the disputed amount. In the case of a credit card chargeback, a $15 chargeback fee may be assessed if you do not reply to emails from Biblio
  
  Chargebacks and ****** disputes resulting from fraudulent transactions involving a stolen credit card or compromised ****** account will be handled by Biblio. You will not be debited for these transactions."
  
  Given the chargeback, there is simply nothing more we can do.
  
  
  

  Customer Answer

  Date: 04/14/2025

   
  I am rejecting this response because:

  As explained earlier, before filing a ****** charge dispute, the customer had never contacted us for not receiving their order until we received the first email from Biblio about this order on 01/13/25.  Once we realized that the order was lost in the mail,we followed Biblios suggestion and refunded the customer right away.  I cant see why there is correlation between a charge dispute, which was out of our control and resolved successfully, and the commission charge for a FULLY REFUNDED order. 
  

  Since the ****** charge dispute had been successfully resolved without any fee involved. I am not sure why Biblio still charged us the commission for a fully refunded order. When I asked about this on 01/19/25, Ms. ****** never replied my e-mail until two months later on 03/21/24 with the following message:
  Thanks for your message. In this case there was a charge dispute to handle and so the order was not eligible for commission credit.
  

  This is against the normal business practice for all major book marketplaces.  Instead of providing us with their policies around chargebacks, we would like to know exactly what Biblios written policy about COMMISSION CHARGE for their marketplace book sellers is. As of today, they have not yet provided us with such policy if there is a one. If there is no such policy, it is unfair and unreasonable to arbitrarily charge us the commission for a fully refunded order, an expensive one.  It appears that once the seller has been paid for a confirmed order, Biblio will never refund the commission if the order is later canceled and/or refunded. Such business practice makes it is very risky to sell books on Biblio marketplace website.

  
  

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day BBB,The information below is my complaint details, if you have any questions or anything else I need to submit please let me know!Complaint Details: Date of Transaction: Tuesday, October 22nd, 2024 at 8:21 PM (+8 Timezone/PHST) Amount Paid: USD ***** (equivalent to PHP ******** from the bank) Product/Service Committed to Provide: I ordered a book called Quantum Computation And Quantum Information Nature of the Dispute:I am seeking a refund for my order placed on October 22, 2024. I canceled the order minutes later to consolidate purchases with friends. The next day, I received an automated email confirming the cancellation. When I inquired about the refund, Biblio's customer support assured me that my payment was voided.Despite this, as of now, the refund has not appeared in my mom's debit account, even after multiple follow-ups. On October 25, I was told the payment was canceled, yet still no funds have been credited. I received a receipt, but it lacks a "refunded to" recipient.On October 27, I expressed my concern about the delay beyond the promised 48-hour refund window. Biblio maintained that the charge was voided and suggested I check with my bank. However, my mom and I confirmed that no refund transaction exists. I have attached a recent transaction statement for reference. Attempts to Resolve the Problem:I have contacted Biblio multiple times regarding this issue. They gave me the same response that they have refunded it but nothing was reflecting on my mothers debit card account. I waited for their refund duration and even waited extra days giving them a chance. Advertising Details (if applicable):I found and searched the book I needed in their website.Yours truly,Jan ***** *******

  

  Business Response

  Date: 10/30/2024

  Hello,

  Thank you for getting in touch, and we apologize for the confusion.

  Since the charge was voided, you won't see a separate 'refund credit' to your account. Instead, there just won't be a record of the original transaction going through at all. It will look as though the order never happened, and that no money was debited from the account used to pay for the book.

  If you are still seeing a record of the original charge, please let us know, but I can absolutely confirm that the charge was voided on our end.

   

  Thanks again,

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

  Customer Answer

  Date: 11/03/2024

   
  I am rejecting this response because:
  
  The business promised me within 24~28 hours the transaction will be returned, a promise or guarantee that didn't happen as a first time customer. Our bank told us that it will depend on the business' bank on the duration when will it be reversed back. I would like to ask the business to ask a follow-up on their bank.

  

  Business Response

  Date: 11/05/2024

  I've attached a receipt from ******, our credit card processor, confirming that the order was cancelled. The receipt says it may take several days for it to be evident on the customer's side, but given this was an international transaction, that is not uncommon.

  Customer Answer

  Date: 11/09/2024

   
  I am rejecting this response because:
  
  Although the business has provided me with a clearer receipt, they have still not committed to resolving the issue on their end. I am not seeing any action from their bank or payment system to keep me updated on whether they have actually reversed the transaction. While I could receive a receipt from Biblio, I question its legitimacy since I have not received a refund. It seems you may be scamming me, as the receipt is only from your website and not from your bank.
  Furthermore, I would like Biblio to demonstrate that they are making every effort on their end. Specifically, I want them to prove that they processed the refund through their bank, and to notify their bank or payment system that I have still not received the refund.

  

  Business Response

  Date: 11/19/2024

  I can assure you that there has been no scam, and that you have been refunded/your charge was voided on our end. If you are still not seeing that reflected on your side, you will need to contact your bank to inquire about the status of the funds.

  The refund receipt I attached came from ******, our credit card processing company. It was not generated from BIBLIO, and it is absolutely legitimate.

  Thank you,

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

  Customer Answer

  Date: 11/23/2024

   
  I am rejecting this response because:
  
  Provide more proof that the business did exert effort to resolve the issue, I did not see the business do any clarification on their business payment system about the transaction.

  

  Business Response

  Date: 11/27/2024

  Beyond the Stripe invoice we have already provided, there is simply no other information we can provide, as we did not collect payment. You will need to contact your bank or credit card company for any further assistance.

• Initial Complaint

  Date:04/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/14/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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