Complaints

This profile includes complaints for Booksrun.com Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Booksrun.com Inc.

  1662 Cropsey Avenue Apt 6C Brooklyn, NY 11214-5838

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

• 

  Books Run

  620 E Erie Ave Philadelphia, PA 19134

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:03/17/2025

  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.

  I rented two used books from this company on 12/30/24 for one semester. I returned both books together in one box on 3/1/25 at the end of my course. I received an email that they charged my card ****** for one book not returned and ***** for the other book that they said was returned with "heavy damage" which is untrue. I barely needed to use the book.

  Business Response

  Date: 03/31/2025

  Greetings,
  Please let us explain the occurred situation with rental orders #******* and #******* to proceed further with the required resolution appropriate for all parties engaged:    
  It appears that the customer placed rental order #******* on **/30/2024 for the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) (ISBN: *************) for 60 days, with the due date stated as 02/28/2025.
  The book was shipped to the customer on 12/30/2024 and according to the information provided by the mail carrier within tracking number ********************** attributed to the order, the package was delivered to recipient address on 01/04/2025 at 10:22 am (******************************************************************************* ).
  Since the deadline for the order in question was stated as:02/28/2025, before or on this date the book was supposed to be returned to us. However, the return shipping label was not generated inside the order details by the customer, thus, we did not receive any update regarding the return of the order. 
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 03/15/2025). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  Due to the fact that by 03/15/2025 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item ($115.67) was charged.  The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  Please note that each rental item should be shipped back with the shipping label provided specifically for it before the expiry date. According to our Terms & Conditions and also the information presented in the letters that were sent to the customer, in case the rental is not postmarked before the final deadline, the purchase price fee is charged automatically. In case with the book in question, the purchase price was charged on 03/16/2025 since there were no updates in the tracking information. Unfortunately, our system does not know if the order is shipped back or not if our shipping label is generated but not used.
  However, we have contacted our processing team, and they were able to locate the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) (ISBN-13: *************) from order #******* returned together with rental order #******* on 03/11/2025. Since the book was indeed returned to our facility before the final return deadline, as a courtesy, the purchase price charge was refunded to the customer's original payment method on 03/31/2025.
  Additionally, it appears that the customer placed rental order #******* on **/30/2024 for 90 days for the item *****' Guide To Physical Examination and History Taking (Lippincott Connect) ISBN: ************* with the due date stated as 03/30/2025. The item was shipped to the customer on the next day with tracking number ********************** (*******************************************************************************). During the whole rental period, our support team was never contacted by the customer. 
  Please note that the item  was rented by the customer in Used - Very Good condition. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. Pages with slight markings and/or highlighting may be present.
   However, on 03/11/2025, we received the book with detached binding. Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features. 
  As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred. 
  If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since detached binding automatically change the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.
  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer, however, our system indicates that the book was shipped to the customer in "Used - Good" condition and received it back at our facility in "Used - Acceptable" condition with many markings and  underlining. Therefore, 60% of the purchase price was charged.
  Please note that we are always eager to investigate any arisen issue our customers may have, and for that reason we are available via email, phone and LiveChat. However, the customer never contacted us directly.
  Resolution: We have partially satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  Respectfully,
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:03/10/2025

  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 sold a book to BooksRun.com through their buyback program. After waiting for over two weeks with my order stuck in "processing," I reached out to inquire about the status. Only then was I informed that my package allegedly arrived "damaged and empty." However, the photos provided by BooksRun.com clearly showed my package arriving intact, with no visible damage, which directly contradicts their claim.BooksRun.com did not notify me of this issue proactively, nor did they attempt to resolve it until I contacted them. When I requested further clarification, they conducted what they called an "investigation," which resulted in no resolution. Instead, they instructed me to take the matter up with ****, despite the evidence suggesting my package was not damaged upon ********** a college student, I rely on textbook buyback programs to help offset the high cost of education, and it is unacceptable for a company to operate in a way that takes advantage of students. While my financial loss was $43, I am deeply concerned about the pattern of similar complaints against this company, indicating a broader issue of deceptive business practices.

  Business Response

  Date: 03/25/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:   
  
  It appears that the customer quoted 3 items to be sold at $42.21,  on 02/17/2025:
  1.Huanying 2: An Invitation to Chinese (Chinese and English Edition) (ISBN:9780887277245 ) for $1.85;
  2. Ways of the World with Sources, Volume 1: A Brief Global History (ISBN:9781319331115 ) for $39.95.
  3. Economics: Principles, Applications, and Tools (8th Edition) (ISBN:9780132949330) for $0.41.
  
  
  According to our records, the order was shipped with a prepaid shipping label on 02/18/2025, however, the tracking number (**********************, ********************************************************************************) of the shipping label that was used to ship the order to us, indicated that the package might have been lost or stuck at the local post office or may have still been somewhere in transit due to not being scanned at one of the **** processing facilities. Since no updates were provided within the buyback order for more than a month, the order was automatically cancelled by the system.
  
  On 03/21/2025 the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and were able to find out that the package under the shipping label attributed to the order in question arrived at our facility, but the contents were missing and it was empty. The customer was informed regarding the matter  by our representative and the images confirming the fact that the box was received empty were provided to the customer as well as other relevant data so that the issue could be addressed to the mail carrier. Please see the images attached to our message that were provided to the customer as well. Thus, in such a case, the claim is to be filed with the **** by the customer, since we are not the shipper but merely a supplier of the label, we have no information regarding the size/type of the package used, its color, contents, actual weight, etc. which may be crucial to the mail carrier and might significantly help in retrieving the package.
  
  Within our workflow, all the books arriving at our facility are checked into our warehouse facility and processed, which implies that if the books within the box sent by the customer were in our possession, they would have been processed and the order would have received Processed status.
  Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ********************** is not responsible for any loss or damage incurred during shipping; including one caused by irresponsibility of the sender or inadequate packaging.
  
  The opportunity to insure the package was provided to the customer during order placement, as we do offer the insurance for buyback orders with value no more than $300 that may be purchased by the customer separately. However, the insurance was not purchased by the customer, which implies that their order is not eligible for payment. Since the books were not received by us, they cannot be returned to the customer due to their physical absence at our facility. 
  
  Resolution: We have indeed satisfied one of the customer's offered resolutions since all their inquiries were replied to by our representatives in a timely manner, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  **** ******** **** 

• Initial Complaint

  Date:02/28/2025

  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.

  I rented a book from BooksRun in September 2024. The policies of BooksRun and their policies for late returns were not made readily available while going through the process of renting the textbook. I was late on sending my book back but was never informed that there would be more than a late fee to pay. I dont mind paying a late fee but I had to pay $176.42 to buy out the book from the company. Then the company sent the charge to collections which they are trying to get me to pay $220, which Im not sure where that amount even came from. I originally payed $37.71 to rent the book out. The company charged my account for the $176.42 but my collections charge still has yet to be disputed. Due to the company not being forefront with their policies, I would like a refund and I am willing to send the textbook back if that is what I need to do. I feel like buying from them was a scam.

  Business Response

  Date: 03/12/2025

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer placed a rental order on 09/13/2024 for 90 days for the item Dynamics and Skills of Group Counseling, ISBN: ************* with the due date stated as 12/11/2024.
  
  Since the deadline for the order in question was stated as 12/11/2024, before or on this date the books were supposed to be returned to **. According to **** return tracking number **********************, the return shipping label was never used.
  
  According to our Terms & Conditions and also the information presented in the letters that were sent to the customer's email address, in case the rental is not postmarked before the deadline, the extension fee ($15) is charged automatically, which creates the new deadline (in this case, 12/16/2024). In case the item is not returned to our facility by that date nor are there any updates in the tracking information, the remaining purchase price amount is charged automatically, and, after that, the book is no longer eligible for the return and refund.
  
  Due to the fact that by 12/16/2024 the order in question was not returned to our facility nor were there any updates in the tracking information, in concordance with our policy, the purchase price of the item was to be charged. However, the customer blocked their card which made the charge impossible, while no information regarding the return of the items was provided by the customer. The information regarding the return and the following late shipment fees was presented in the letters that were sent to the customer's email address.
  
  Please note that since the card information was not updated and the indebted amount could not be charged from the customer's account, the case and its account details were passed to a ***************************** on 02/24/2025. Afterward, the customer let the purchase price charge in the amount of $176.42 to go through on 02/26/2025.
  The customer indeed reached out to us 2 months later in February 2025 and was notified that, unfortunately, the item can no longer be returned for a refund, as it is considered to be customers property now.
  
  Let us please draw the attention to the fact that there was no prior communication with us about the issue from the customers side for more than 2 months, however, we are always eager to investigate any arisen issue our customers may have, and for that reason, we are available via email, phone and Chat 24h a day. As per the existing policy, customers should get in contact with us reporting the problem as soon as possible in order to receive assistance promptly.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to impose a charge for no reason which is always well-grounded and supported with the definite evidence. 
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team
  

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 rented a book from this company that I never used. Upon return of the book, the company attempted to debit my credit card for an additional amount than the agreed upon rental price citing damages to the book. I explained the damages did not occur on my time with the book. They were not able to prove otherwise. They discounted the amount of the book. I asked to speak to a manager of the company and I was told that the departments were not connected so I needed to pay the price they had set. The full cost of the book has been sent to collections and I cant begin to think how many unknowing college students this company scams out of money for false claims of damages without the students knowing.

  Business Response

  Date: 03/12/2025

  Greetings,
  
  Please let us explain the occurred situation with rental order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer placed a rental order on 09/19/2024 for 90 days for the item Essentials of Nursing Law and Ethics, ISBN: ************* with the due date stated as 12/18/2024. The item was shipped to the customer on the next day with tracking number **********************. During the whole rental period, our support team was never contacted by the customer.
  
  Please note that the item was rented by the customer in Used - Good condition. This particular condition implies some general signs of tear and wear, slight markings, highlighting etc.; however, all the text should be legible and all pages included. The item might show wear from consistent use, but it remains in good condition and functions properly. May include "From the library of" labels. Shrink wrap, dust covers, or boxed set case may be missing.
  
  However, on 12/18/2024, we received the book with broken binding. Please see the photos of the book received. Our processing department carefully inspects each and every book before they are sent to our customers and after they are received at our processing facility, and distinguishes the items condition in accordance with a wide range of features.
  As per our Terms and Conditions, when customers receive their rental item, it still belongs to BooksRun, unless the purchase price is charged. Moreover, if the item received exhibits signs of damage, the customer is to report the issue to the seller directly within 7 days after the items delivery. Otherwise, the customer becomes solely responsible for any condition change incurred.

  If a rental item is damaged by the user to the point of being unusable when returned, a purchase price will be charged. In case with the order in question, the charge was automatically estimated by our system taking into account the purchase price of the book and the condition alterations since many markings and/or highlighting automatically change the initial condition of the book to Used - Acceptable. Since the book was returned to us in a condition that differs significantly from the initially rented condition the charge was applied accordingly.

  We would like to mention that the customer did not contact us when they first received the book to report the damage, nor did they contact us during the rest of the rental period, and we do not have any opportunity to check and know for sure what happened with the book while in the possession of the customer. However, our system indicates that the book was shipped to the customer in "Used - Good" condition and received back at our facility in "Used - Acceptable" condition with detached cover. Therefore, the purchase price of the item was charged.

  The customer reached out to us via email on 12/19/2024 only after the extra charge was applied to their account. In order to make up for any inconvenience caused and change the customers impression of our company, we were glad to investigate the matter further and assist in resolving it, therefore, after a thorough review of the case with our processing department and by taking all the information provided by the customer in consideration, we offered an 85% refund of the extra charge applied. However, the customer never accepted the offer.
  
  Please be kindly advised that as per our policy, in case the customer keeps blocking their credit card, we have no other choice but to contact our affiliate collectors company to charge the debt. Therefore, since the card information was not updated and the indebted amount could not be charged, the case information and account details were passed to a ***************************** on 02/24/2025 and as for now, this agency is taking care of the issue in question.
  
  In concordance with our Terms and Conditions, the customer agreed to cooperate within, once the order was placed, no charges related to rental orders are refunded, therefore, the item is not eligible for refund and the indebted amount is to be paid by the customer to the collector's agency currently working on the case. All the information regarding their order was provided to the customer as they confirm by attaching the notifications they received from us.
  
  Resolution: We can indeed satisfy the customers resolutions just to make up for the situation, once a response is provided by the customer to our email. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team

  Customer Answer

  Date: 03/18/2025

  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 and the matter has been resolved.
  

  
  Sincerely,
  
  **** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  The package is usually delivered to us within 2 - 7 business days Order is usually processed within 4 business days after delivery Tracking status: Delivered Feb 14, 2025 Estimated delivery Feb 14, 2025 Delivered Feb 14, 2025 ******** vehicle for delivery Feb 14, 2025 At local ***** facility (Delivery scheduled via ************, not US Postal Service)Feb 14, 2025 At local ***** facility Feb 13, 2025 Departed ***** location Feb 13, 2025 Arrived at ***** location Feb 13, 2025 On the way Feb 12, 2025 On the way Feb 12, 2025 Departed ***** location Feb 12, 2025 Arrived at ***** location Feb 11, 2025 Left ***** origin facility Feb 11, 2025 Arrived at ***** location Feb 11, 2025 Picked up Feb 06, 2025 Shipment information sent to ***** Track via ***** web site ***** tracking: ************ I shipped these books to books run on 2/6/25. This shows the tracking information and they did indeed the books. I was quoted $104.83 and then conveniently I was sent a message on 2/19/25 (13 days after I shipped these books via ****** that the MOST VALUABLE book I sent back, which I purchased brand new and never opened a single page or moved that book from the book shelf until I sold it to booksrun, smelled bad and they were now going to pay 0.00. If I wanted the book back (which I would not be guaranteed to receive the brand new book that I sent to them or based on the reviews, my book at all) I would have to pay them money. They stated donate this brand new book that "smelled bad" but refuse to state where, so that can be validated. Interstate commerce theft! they will not pay you money until you leave a review w/5 star or you will not get your money or they make up something else as to why they steal books. You should not be required to leave a review prior to receiving money. Now, they are not paying the money for my other books they have (*****). This is not okay and someone needs to do something. I know they have multiple BBB and FTC complaints for the same reason.

  Business Response

  Date: 03/06/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  It appears that the customer quoted 4 items in "Used - Very Good" condition on our venue to be sold at  $104.68 ($107.87 - $3.19 insurance).
  
  Upon processing, it appeared that the quote for the item Fundamentals of Nursing, ISBN: ************* was adjusted due to the fact that we received a book with a strong smell.
  
  According to the current Terms & Conditions, books with any strong odor are not accepted within our buyback program or may have their quotes adjusted significantly. Thus, the customer initially breached the agreement by sending an unusable book. According to the buyback acceptance criteria, such items are not eligible for buyback program as they are not desired by wholesalers and individual buyers due to its condition. 
  
  Since the quote got adjusted on 02/19/2025 08:36 am, the order was put on hold for 7 days, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer.
  
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email, and the opportunity to return the books that were not accepted was provided.
  
  However, the customer accepted the adjustment on 02/19/2025 01:06 pm, therefore, the order was reprocessed on 02/21/2025. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the items within the order in question are no longer eligible for a return under any circumstances, since they have been processed and paid for. All the letters regarding the order have been sent to the customer's contact email address.
  
  We are always eager to investigate any arisen issue our customers may have, and for that reason, we are available via email, phone and chat 24h a day. In case customers have any questions or concerns, we are always glad to investigate the matter, so when contacted we promptly provide detailed explanations and solutions to the arisen issues even after the order is processed.
  
  The payment in the adjusted amount of  $69.63 due to the above-mentioned reasons was successfully issued via ****** the customer provided in their order details on 02/24/2025 09:32 am.
  
  Resolution: We cannot satisfy the customer's offered resolution, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team

• Initial Complaint

  Date:02/19/2025

  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.

  I had sent in 6 books to be bought by the company for a total of $205.69. They claimed they are counterfeit and have therefore confiscated my property and refuse to pay me or give me back my books. They are not counterfeit books, they were purchased online for school. This company is a scam, they literally steal books from individuals and claim they are counterfeit to avoid paying for them. Disgusting.

  Business Response

  Date: 03/04/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 6 items on our venue to be sold at $205.69:
  
  1) Desk Reference to the Diagnostic Criteria from Dsm-5-tr, ISBN: ************* for $19.18;
  2) Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: ************* for $21.50;
  3) ******* Essential Psychopharmacology: Neuroscientific Basis and Practical Applications, ISBN: ************* for $55.13;
  4) ****** & Sadocks Synopsis of Psychiatry, ISBN: ************* for $66.10;
  5) Child and Adolescent Behavioral Health: A Resource for Advanced Practice Psychiatric and ************ Practitioners in Nursing, ISBN: ************* for $22.05;
  6) Case Studies: ******* Essential Psychopharmacology: Volume 2, ISBN: ************* for $21.73.
  
  Upon processing, it appeared that items Desk Reference to the Diagnostic Criteria from Dsm-5-tr, ISBN: *************, Prescriber's Guide: ******* Essential Psychopharmacology, ISBN: *************, ******* Essential Psychopharmacology: Neuroscientific Basis and Practical Applications, ISBN: ************* and ****** & Sadocks Synopsis of Psychiatry, ISBN: ************* had their quotes adjusted since their authenticity could not be verified.
  
  Please note that we take this matter very seriously, as counterfeit items are illegal for purchase and sale (distribution of counterfeit copies is prohibited by the **** Code TITLE 18. PART I. CHAPTER 113. 2320. Trafficking in counterfeit goods or services.).
  
  Unfortunately, some books are a frequent subject of counterfeiting. That means some features give away such items: i.e. bad quality of paper, print and illustrations, different thickness, color, quality of the glue, etc. Our processing team carefully inspects each item and compares them with the original items purchased directly from publishers. Moreover, counterfeit copies are usually much cheaper than original editions and can be purchased even by university bookstores from third-party sellers on various marketplaces and shipped from such countries as *****, ***** etc.
  
  According to our Terms and Conditions that the customer agreed to cooperate within, by participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy. If the authenticity of the item sent to our facility for a buyback program cannot be verified and/or the item in question has any signs of being a counterfeit copy, a user acknowledges that no payment is issued for such an item. In case counterfeit books are detected in user's buyback order, they also approve that all items quoted become the property of BooksRun without any possibility of return and payment. A user also approves that no return of any item that is determined and/or considered to be counterfeit or fraudulent is possible, since such copies are eligible for confiscation and forwarding to the relevant publisher for investigation. If the publisher determines the book is indeed counterfeit, such an item is subject to further immediate disposal without any objection; in such a case, we may be required to specify source information to the publisher. If the publisher determines that the item is a legitimate copy, the user will receive the originally quoted payment in full.
  
  The customer was notified that the counterfeit copies were detected within buyback order #*******, the illegality of the distribution of counterfeit books and that the items were to be surrendered to the publisher on 12/12/2024.
  
  We closely cooperate with the publishers and all items received at our facility are carefully assessed in accordance with the processing guidelines established together with honored publishing companies. All the information regarding the item in the buyback order in question was passed directly to **************************, *** and ************************ for further investigation. Please be advised that it's a standard procedure that is usually done by us in the cases when the authenticity of the items cannot be verified, and usually it takes from a few weeks to a few months for the books to be examined by the publisher.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They have given no proof that my books were fraudulent. They are a scam and a thief. 

  They just take the items and claim fraud and never pay out. Show me the proof of your investigation! Or return my items . 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/14/2025

  Type:Order 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.

  On 2/2/25, I received a quote from this company for old textbooks. I never mark my pages, bend them, etc., so I listed them as "used acceptable" for the quote. This company has since responded one (the only book worth anything) was " unacceptable condition," and posted a picture of no damage, only markings from where the price tag used to be. I've reached out for assistance, but I am not hopeful they will rectify it. They offered for me to pay them more to send the book back to me. However, I would bet everyone I own that they will still sell this book at a profit. If I didn't have to pay for return shipping, I would gladly take the book back to donate it, as it's not about the money. I'm mostly frustrated because here's ANOTHER greedy company making money off duping the "little guy."Also, I've since learned others agree about their con because we pay them extra for "insurance," only for them to cheat us anyway and make us pay to return them, so there was no point in paying for the insurance. I've contacted them to correct this, but, based on other reviews, I'm not hopeful.

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:  
  
  It appears that the customer quoted 3 items in "Used - Like New" and  "Used - Very Good" conditions on our venue to be sold at $28.57 ($30.46 - $1.89 insurance).
  
  Upon processing, it appeared that the book The Art and Science of Social Research (2nd Edition) (ISBN: *************) had its quote adjusted automatically from $24.20 to $0.00 because we received a teacher, instructor or professional edition instead of the US student edition initially quoted. The book was covered with stickers, under which there were markings such as Not for sale. We are currently able to purchase this particular item at the price provided inside your order, as buyback prices for custom editions are automatically determined by the system and are often much lower than for regular student editions or are most likely not eligible for buyback at all.
  
  Additionally, the item An Introduction to Interdisciplinary Research: Theory and Practice (Perspectives on Interdisciplinarity) (ISBN: *************) had its quote adjusted automatically from $5.96 to $4.67 due to such main reason: we received a textbook with the signs of wear that did not correspond to the "Used - Very Good" condition initially quoted by the customer.
  
  In order to determine which category the textbooks we receive fit, we use ****** guidelines. The simplified version of those is presented on our website. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features. For these reasons the condition of the book in question was automatically changed from Used - Very Good initially quoted to Used - Acceptable, and its quote changed accordingly.
  
  Therefore, the initially offered quote in the amount of $28.57 was adjusted automatically to $3.08 by taking into account the above-mentioned condition change.
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold since 02/12/2025 till 02/19/2025, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 02/24/2025. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team
  

• Initial Complaint

  Date:02/14/2025

  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.

  I sent booksrun my textbook as a buybuy and the company received in on January 12, per tracking. It has been over a month and I have yet to receive my payment for the textbook. Their site states that it takes 4 business days to process, I believe we are way over that time frame. I have sent multiple emails inquiring about payment, yet I have received no response. There is no phone number on the site for me to call and inquire about my payment. If you are not going to pay then send my book back.

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:   

  It appears that the customer quoted 1 item (Applied Behavior Analysis, ISBN *************) on our venue to be sold at $75.50 ($77.39 - $1.89 insurance). 
  
  However, the package with the order in question was never received at our facility and according to the tracking information attributed to the buyback order, the package was lost in transit due to a certain irresponsibility of the mail carrier. 
  
  Since the package was not received at our facility, the customer was notified via email in reply to their inquiries that, as the package was indeed insured, in order to make up for the inconvenience caused, the payment was successfully issued via ****** to the email specified by the customer in their order details in the initially offered amount due to the above-mentioned reasons on 02/21/2025.
  
  Resolution: We have indeed satisfied the customer's offered resolution just to make up for the situation which should not affect our business rates, since the payment for order #******* was successfully issued via ****** on 02/21/2025 to the email address provided by the customer within order details. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair, since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter, and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team

• Initial Complaint

  Date:02/14/2025

  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.

  Booksrun offered to buy back my Civil Procedure textbook for an estimated $67.19, and they sent me a shipping label to send it to them. I sent it to them on January 6th, and it was delivered on January 15th per **** tracking # **********************. When I checked on the status, I saw that there were images of a book with broken binding, and BooksRun purported that to be my book (it wasn't--my binding was intact). It also said that they adjusted the price to $0 and that I accepted (I did not). They simply kept my book for zero compensation. I sent an inquiry on 2/7/25 through their website, but I havent received a response.On 2/12/25, I attempted to email them at ******************************* per their website, but the email kept going directly in my trash each time I sent it. On 2/14/25, I called them at ************** per their website, and they alleged that they sent an email to me on 1/15/25 stating that the price was adjusted and I had 7 days to accept or decline. I did not receive that email. I checked my spam folders as well. I demanded either $67.13 or my book to be returned and they said they would "look into it."

  Business Response

  Date: 02/26/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer quoted 1 ******************** in their buyback order in "Used - Very Good" condition on our venue to be sold at $67.19. This particular condition implies that there may be minor signs of wear; however, all the text should be legible and all pages included. A well-cared-for item that has seen limited use and remains in good working condition. 
  
  Upon processing, it appeared that the quote for  the  initially quoted item Civil Procedure: A Coursebook, Fourth Edition with PracticePerfect Civil Procedure, ISBN: *************, was adjusted due to the fact that we received book Civil Procedure: A Coursebook [Connected eBook with ************* (Aspen Casebook), ISBN: ************* with a different ISBN.
  
  Moreover, the item received had its quote adjusted automatically to $0.00  because we received the book with a broken binding and detached pages that did not correspond to the "Used - Very Good" condition initially quoted by the customer. Pictures of the ******************** were attached inside the order. Please be kindly advised that per existing BooksRun policy that the customer agreed to cooperate within, ******************** with signs of heavy wear cannot be accepted for our buyback program or their quotes will significantly change. Therefore, the initially offered quote in the amount of $67.19 was adjusted automatically to $0.00 by taking into account the above-mentioned condition change.
  
  The fact that the book in question has broken binding and detached pages implies that the initial agreement was breached from the customers side since an item without any signs of damage was expected as it was declared being in Used Very Good condition. Please be kindly informed that the company cannot apply the quotes for books in like new or very good condition to the damaged books since such actions could be viewed as fraud or money laundering.
  
  Since the quotes were adjusted in the buyback order, the order stayed on hold since 01/15/2025 till 01/22/2025, plus 48 hours more when the order was being reprocessed, and, during this period of time, it was possible to request the return of the item and have it sent back to the customer. However, since no decision was made by the customer within order details, the adjustment was accepted automatically by our system and the order was processed on 01/24/2025. At this point, according to our Terms and Conditions (section "Buyback", subsection "Shipping and Returns"), the item of the order is no longer eligible for a return under any circumstances, since it was processed. All the letters regarding the adjustment within the order were sent to the customers contact email address.
  
  We indeed always keep our clients updated with our confirmation letters concerning the issues with the book condition, therefore, the customer was notified regarding the quote adjustments via email and the opportunity to return the book that is not accepted was provided. The fact that if the customer does not take any of the proposed steps (accept the adjusted quote or decline it and request the return of the item) will lead to the quotes acceptance by the system after the hold period expires was also mentioned in the emails sent to the customer's email address.
  
  We understand how frustrating it may be to pay for shipping of the item back, but please try to understand our position on this matter. We provide prepaid labels for all our buyback orders so that the shipping expenses are covered by us and, thus, lose a significant amount on shipping and handling. The return shipping fee of $8.95 for the first book and $3.99 for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packaging. We hope this information gives the understanding of our policy on returns.
  
  However, no decision regarding the dispute was made by the customer in their order details, therefore, the system automatically viewed inaction as the acceptance of the dispute adjustment. Please be kindly advised that contacting Customer Support via any other means other than directly in the order dispute does not confirm any of the actions in the order dispute itself, in such cases the customer is obliged to log in and accept or deny (i.e. request a return) the adjustment made by the system.
  
  Resolution: We cannot satisfy the customer's offered resolution just to make up for the situation, which should not affect our business rates. All terms and conditions are strictly followed by us and accepted by each of our customers when they are submitting an order, as such rules have been established for protecting both the customers' and seller's rights. We keep our existing policy as transparent as possible and do not have any intention to hide or reduce payment for no reason which is always well-grounded and supported with the definite evidence.
  
  We cannot naturally prevent our valued customers from expressing their subjective opinion on different platforms concerning the experience of doing business with us. Quite the opposite, customers should provide the just impression of collaborating with our venue so that potential users could have an objective outlook on our services. Nonetheless, such feedback should be relatively fair since we always do strive to provide high-quality service and earn a reputable image among our customers and other companies. All information is presented for your just and objective analysis of the situation. Hope for your objective and thorough consideration of the matter and we are looking forward to your resolution.
  
  Respectfully,
  *****
  BooksRun Team
  

• Initial Complaint

  Date:02/05/2025

  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.

  Hello,I set up an online order with booksrun company to sell back textbooks. I received a packing slip complete with promised dollar amount for the books as long as the items were shipped and received along with a pre-paid shipping label. On February 3rd, I received an email stating that one of the many textbooks I sent was counterfeit. This is not possible as it was originally purchased from the publisher. I also received no information on the other books clearly received in the order. After receiving this strange email I googled the company and noticed that the BBB does not accredit this business and that it is marked as a scam. I am fearful that I have been scammed and as I could have taken my business elsewhere and would have, I am now awaiting payment and do not feel confident I will receive my check. I have already contacted the company with no reply. Thank you,***** *********

  Customer Answer

  Date: 02/18/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********