Complaints

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

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  BooksRun

  150 Broadway, Suite 700 New York, NY 10038

• 

  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:08/30/2025

  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 significantly reduced my textbook buyback payout without providing adequate proof of damage, a pattern consistent with numerous other customer complaints.Complaint Description:I recently sold several textbooks to BooksRun through their online buyback program. My original quoted offer was reduced by $33.36 after the company claimed some books were in "poor condition." However, I had taken clear photos and videos before shipping that showed the books were clean, undamaged, and in excellent condition.BooksRun failed to provide:Any high-resolution photos or videos showing alleged damage.Proof that the photos (if any) correspond to the actual books I sent.Visual documentation of the package upon arrival or opening.A copy of the original quote with clear details on deductions.When I asked for this information, I received no sufficient response or transparency. Whats most troubling is that this issue is not isolatedmany online reviews and complaints describe a recurring pattern: customers send in ******************** in good condition, only to receive significantly lower payouts with vague or unsupported claims of damage.BooksRun appears to be taking advantage of customers by offering competitive quotes, only to arbitrarily downgrade books once receivedwithout credible documentation or a path for appeal. This conduct is deceptive, unethical, and borders on fraudulent.I am requesting:Immediate release of all photographic/video evidence for the books they downgraded.A refund of the $33.36 deduction or the return of all my books at no cost.Full investigation into their book assessment and customer service practices.I hope the ******************** will take this complaint seriously and examine this company's ongoing pattern of questionable business practices. Honest customers should not be penalized or dismissed without ***************** Name: BooksRun Website: ********************************** Order #: ******* Complainant Name: ******* ******

  Business Response

  Date: 09/12/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged.
  
  BooksRun is eager to provide high quality service to the customers, and we have no interest in deceiving or holding the payment from clients. However, we strictly adhere to our transparent Terms & Conditions, which every customer agrees to once placing an order. We do care about the quality of the books we sell and therefore impose regulations regarding their acceptance. Such regulations are clearly outlined in our acceptance criteria as well as Buyback Condition Guide. Price quotes may be adjusted in case the item's condition differs from the condition originally quoted, which is exactly the matter with the customers order.
  
  Upon receipt of the customers package, several ******************** were identified with signs of heavy wear, including liquid stains, wrinkled or torn pages, and excessive highlighting. According to our policy, such items cannot be accepted in the originally quoted condition and therefore their quotes were automatically adjusted. A detailed breakdown of these adjustments was communicated to the customer directly.
  
  Additionally, two books initially quoted by the customer were not shipped to us at all, which also impacted the final payout. As a result, the order was processed in accordance with our workflow, and the payment in the amount of  $327.59 was issued to the customer.
  
  We do understand the customers frustration when the final payout appears lower than the original quote. Nevertheless, our processing department acts strictly within the framework of our policy to ensure fairness for all customers. The customer also had the option to decline the adjusted quote and request the return of the items; however, since no such request was received within the required timeframe, the order was processed automatically.
  
  Nevertheless, in order to amicably resolve this dispute and as the highest gesture of courtesy, we offered the customer an additional goodwill payment of $39.19 as an exception. This was communicated as a final compromise solution, since the order was processed in full compliance with our policies and acceptance standards.
  
  Resolution: We cannot satisfy the customers full requested 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,
  ****
  ******** ****
  
  

• Initial Complaint

  Date:08/23/2025

  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.

  I never received the book that I ordered, and after complaining, I never received a refund either.On July 19, 2025, I ordered a book for $24.67, order number *******, from the website. The seller was named ******** Books. After not receiving the book after a month, I asked the seller for a tracking number. They never responded. I complained to Booksrun, and then received a confusing thread of emails. ******** Books finally responded and asked if I wanted them to send another book when they got them in stock again or receive a refund. I never received a response or a refund. It has been over two weeks.I question the reality of this website and whether ******** Books is an actual seller or just something that Booksrun made up.

  Business Response

  Date: 08/31/2025

  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 purchase order on 07/19/2025. After the order is shipped from our side, and the tracking information is provided, the rest is up to the mail carrier since actual delivery time depends on various factors, such as proximity of the location processing facility, the volume of shipments, weather, and more.
  
  According to the tracking number attributed to the order  the package was  lost in transit due to a certain irresponsibility of the mail carrier as there are no updates.
  
  The customer indeed reached out to us via email requesting a full refund on 08/09/2025. One of our representatives replied to the inquiry on 08/10/2025 that the order was still in transit to the destination. Please be informed that a full refund of the shipping cost  was issued, and, as a possible resolution to the situation caused by the delay on behalf of the mail carrier, we asked them to wait for the delivery, and in case the book is not received by that date, a full refund would be initiated without any further delays. 
  
  After that, the customer reached out to us once again on 08/24/2025 requesting full refund. In response to that email, our representative issued a full refund for the order to the customer's initial payment method on 08/28/2025. The amount should appear at the account within the next 5 business days.
  
  Resolution: We have satisfied the customer's offered resolution as a full refund was issued 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

  Customer Answer

  Date: 09/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Some of what they wrote was not true (I never received a tracking number; it wasn't until the 28th that I was offered a refund from Booksrun), but I did finally receive a refund after complaining about the business to the BBB. I would never do business with them again, but the matter has been resolved.
  
  Sincerely,
  
  *********** *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/14/2025

  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 provided books for Booksrun buyback program. One of the books was missing the second book in the set so I paid out of pocket to ship to them and provided the tracking number like they asked. they said it was delivered and they were processing it; however, they refuse to provide payment for it and refuse to send back both books. They have replied back to ONE email only stating they did their investigation and determined the one book was missing the second in the set and would not be paying me; however, I provided them the tracking and copies of the chat messages with their customer support which showed they not only received the book, they processed it. They will not email me back or respond. This is theft. I want the books returned and my shipping costs reimbursed or they are to pay me for the books and reimburse shipping costs. this has been over a month. I will be reporting them to the state as well. The total refund I am seeking is $60, cost of the books and shipping

  Business Response

  Date: 08/28/2025

  Greetings,
  
  Please let us explain the occurred situation with buyback order #******* to proceed further with the required resolution appropriate for all parties engaged:    
  
  The customer submitted a buyback order which included a multi-volume set. Upon receipt and examination at our facility, it was determined that one of the volumes in the set was missing. In accordance with our stated policy, incomplete sets are not eligible for full payment. The customer acknowledged this and agreed to ship the missing volume separately, which we monitored until its arrival at our warehouse.
  
  Once the second volume was received and processed, we made a custom adjustment and issued payment for the complete set directly via ******, in addition to the other items included in the order. Thus, the customer has been fully compensated for all items received and processed in accordance with our standard and transparent workflow.
  
  Resolution:
  We have 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 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:08/08/2025

  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.

  This is a reported textbook buyback company. However, whenever you send in your books at the agreed upon price, they claim the book is counterfeit and refuse to pay you. Then, they won't return the book when asked. There are hundreds of complaints about this all over ********* particular, I submitted a request for textbook buyback on 7/16/25 for the agreed upon price of $31.05. However, shortly after I received an email that the book was counterfeit (which I know it is not) and I would not be receiving payment. It was for the book: *********** Building Construction for the ************ includes Navigate Advantage Access ISBN: *************

  Business Response

  Date: 08/12/2025

  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 the items to be sold at $31.79. Upon taking a closer look at the books, our processing department determined that the item such as:
  *********** Building Construction for the ************ includes Navigate Advantage Access ISBN: 9781284177312  had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent an item with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  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 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:07/21/2025

  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.

  Dont sell your books to them! Its a total scam. They told me my books are counterfeit (I bought them at the college bookstore so I doubt it). They sent me an email like Im some kind of criminal and disabled my account. No money back and they keep the books.

  Business Response

  Date: 07/29/2025

  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 the items to be sold at $190.02. Upon taking a closer look at the books, our processing department determined that the items such as:
  1.Role Development for the Nurse Practitioner ISBN: 9781284234305
  2.Nurse Practitioner's Business Practice and Legal Guide ISBN: 9781284208542
  3.Essentials of **************, The (The ******* Social Work and *************** ISBN: 9780135168097
   had its quote adjusted since its authenticity could not be verified.
  
  Please be kindly advised that per the existing BooksRun policy that the customer agreed to be bound by, upon participating in our buyback program a user guarantees and provides a warrant that any item sent to us is a legitimate copy.
  
  The customer sent items with signs of counterfeit, which according to our policy cannot be accepted for a buyback program or returned to the customer, as distribution of such ******************** is a violation of TITLE 18. PART I. CHAPTER 113. 2320 of US Code. Such items are subject to immediate disposal by the publisher, and we do not keep them at our facility.
  
  Please be kindly informed that the company cannot issue payments for counterfeit books or books that are not eligible for the buyback program since such actions could be viewed as fraud or money laundering and it is illegal. The company acts within the provisions of the legislation and cannot participate in the supply of fake items.
  
  We work closely with the publishers and this cooperation takes the form of a partnership and all the correspondence between partners is a confidential one and cannot be shared with the third party. The publisher indeed confirmed that the items are counterfeit via email. Please note that if the publisher chooses not to contact the customer, it is out of our hands, as all the information we had was supplied to them accordingly.
  
  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 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:07/18/2025

  Type:Service or Repair 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 books order #******* over a mth ago . Requested payment through ******* . They said they sent a check the 17th of last mth . No reply . They have my books and they advertise payment in 3 days . Nothing .

  Business Response

  Date: 08/01/2025

  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 on our venue within their buyback order to be sold at  $49.93.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $49.93 was successfully sent to the address the customer provided within the order details on 06/27/2025. Delivery of the check usually takes from 3 up to 20 business days depending on the proximity of the customers address to our location and the work of the mail carrier.
  

  However, on 07/19/2025 the customer reached out to us via email expressing their concerns regarding the fact that the check was not received. In order to make up for the inconvenience caused by the experience, since we have no interest in deceiving or holding the payment from clients nor do we want to prolong the issue, the process of payment reissue was promptly initiated. The customer provided the email address attributed to their ****** account so that the payment could be received by them instantly. Thus check #****** was cancelled upon customers request and the payment for their buyback order #******* was successfully reissued via ****** on 07/30/2024 to the email provided by them on 07/25/2025. The confirmation was also provided by one of our representatives via the email that the customer used to contact us.
  
  Resolution: We have 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 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:07/14/2025

  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 purchased a book through their storefront on AbeBooks which was marked as "Very Good", but the binding was falling apart. I initiated a refund through AbeBooks, which instructed me to provide my own shipping arrangements. So I shipped the book back through ****, for the price of $7.22.The return was successful, but BooksRun refused to reimburse me for the return shipping cost, sighting it was against their policies. Which makes zero sense, as it is standard business practice to reimburse shipping costs when an error or mistake is made on the business's end. Additionally, they stated because I printed my own label (As I was instructed by AbeBooks) it was impossible for them to refund me the shipping costs.I contacted their customer service numerous times, who gave me an initial ** response and then proceeded to just ignore me. Why am I required to pay for their own negligence and oversight?

  Business Response

  Date: 07/28/2025

  Greetings,
  
  Please let us explain the occurred situation with order #********* to proceed further with the required resolution appropriate for all parties engaged:
  
  It appears that the customer placed an order for the item "Algorithms (4th Edition)" which was marked as "Very Good" condition on the AbeBooks platform. After receiving the item, the customer initiated a return request through AbeBooks, stating that the item was not as described due to issues with the binding.
  
  Upon receiving the initial complaint, our representative promptly requested photographic evidence of the reported damage, including images of the BooksRun sticker and relevant pages, which is our standard procedure for evaluating such cases. However, the customer proceeded to return the item before providing the required documentation. This significantly limited our ability to verify the claim before the item was sent back.
  
  Furthermore, instead of requesting a prepaid label from our team or coordinating the return through us, the customer independently chose to generate and pay for their own **** return shipping label, incurring a $7.22 shipping fee. While the return was successfully delivered and the full item refund of $41.32 (including applicable tax) was processed as per platform policy, the customer has since demanded reimbursement of the return postage.
  
  We would like to clarify that according to the AbeBooks return policy, return shipping reimbursement for Not as Described items is issued at the sellers discretion. In this case, due to the lack of prior image evidence, the discretionary nature of the return, and the customers independent choice to use a self-purchased shipping label, our policy does not allow for refunding postage costs. Additionally, as AbeBooks does not provide a technical option to reimburse shipping separately after a return is processed, no further refund could be issued.
  
  All necessary correspondence was provided in a timely and professional manner. The customer was never denied communication and received responses throughout the process.
  
  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 sellers 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 understand and respect the customer's right to share feedback. Nonetheless, we believe it is important to ensure such feedback remains fair and reflects the full context of the situation, especially when our team has followed policy and extended assistance in line with platform guidelines.
  
  Respectfully,
  ****
  BooksRun Team
  
  

• Initial Complaint

  Date:07/10/2025

  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 agreed to sell my textbooks to the company for the offered price. They sent me a shipping label to use. My books never made it to the company due to postal service error. I reach out to postal service for refund and they informed me that the company did not purchase the accompanying insurance. I reached out to the company and they informed me that they do not provide the insurance because at check out I am asked if I want BooksRun insurance and I did not select the box so I am out the money. Because I have never not had a company provided label not include insurance, I didn't see the need for what was assumed to be additional insurance. This policy is not well communicated to its patrons and they also use their free shipping as a selling point but if package or company insurance is to be bought by the customers when they ship then the shipping process is not actually free to customer. **************** was not helpful and slowed in responses in chat when I asked if there was a way to submit a formal complaint or public review.

  Business Response

  Date: 07/23/2025

  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 5 items to be sold at $85.63, which was increased by adding 5% coupon to their order and the final offer was equal to $89.91 on 05/04/2025:
  1. Mission Transition: Navigating the Opportunities and Obstacles to ****************** Career (ISBN: *************) for $2.89;
  2.Fundamentals of Developmental Psychology (ISBN: *************) for $1.68;
  3.Child Abuse and Neglect (ISBN: *************) for $31.91;
  4.Loose Leaf The Last Dance: Encountering Death and Dying (ISBN: *************) for $26.30;
  5.Deviant Behavior (ISBN: *************) for $22.85.
  
  According to our records, the order was shipped with a prepaid shipping label on 05/05/2025, 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 07/10/2025 the customer contacted us expressing their concerns regarding the status of their order. We have contacted our processing department and were able to confirm that the package under the shipping label attributed to the order in question did not arrive at our facility. The customer was informed regarding the matter by our representative and the relevant data so that the issue could be addressed to the mail carrier was provided to the customer. 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. 
  
  According to the tracking information within the tracking number **********************, a missing mail search request has been filed. Once it is submitted by the customer, there is a possibility the package will be located by the mail carrier and will be either returned to the initial sender or will eventually be delivered to our warehouse. In case the package is eventually delivered to us, the payment will be provided in a timely manner in accordance with our usual workflow.
  
  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,
  ****
  BooksRun Team
  
  

  Customer Answer

  Date: 07/23/2025

  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:

  [Your Answer Here]

  To Whom It May Concern,

  I am not claiming that the company did anything wrong given their terms and conditions. I am however claiming that they do not properly inform the customer that under the shipping label there will be no postal service insurance provided. Considering many businesses that provide a pre-paid label include the postal insurance, it is natural for a customer to then assume this company would do the same. If it is assumed there is insurance through the postal service, typically $50 or $100, then there is little reason to purchase additional coverage since my books fell under a $100 or close enough to $50 on the chance it does get lost. If it was stated that there is no postal coverage so I would be out the money, then I would have bought the insurance through the company. I only wish the company was more upfront about this.

   

  Very Respectfully,

  ****** I ********

   

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

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

  Business Response

  Date: 08/01/2025

  Greetings,

  Please allow us to provide clarification regarding buyback order #******* in order to proceed with a resolution fair to all parties involved.

  According to the shipping data associated with the prepaid label provided by us, the package in question was never scanned at any **** processing facility. As no tracking updates were recorded for an extended period, and the item was not received at our facility, the order was automatically cancelled in accordance with our internal procedures.
  

  Upon being contacted by the customer, our representative promptly verified the situation and supplied all necessary data to enable the customer to file a claim with the carrier. Please note that BooksRun is not the shipper of the package, but solely the supplier of the prepaid label; therefore, we are not authorized to initiate any investigation with ****, nor are we liable for lost items during transit. Our policy, accepted by the customer at the time of order placement, clearly states that BooksRun is not responsible for any damage or loss incurred during shipping.
  

  Additionally, the option to insure the package was offered at checkout, but was not selected. In the absence of insurance and without the books physically received, no payment can be issued. Should the package eventually be delivered to our facility, the order will be processed and compensated accordingly.
  

  Resolution: We have satisfied the customers request for communication by responding to each inquiry in a timely and professional manner, just to make up for the situation which should not affect our business rates. All terms and conditions are strictly followed and accepted by our customers upon placing an order. These policies are designed to protect the interests of both parties. We keep our practices as transparent as possible and always ground our decisions with verifiable evidence.
  

  We fully acknowledge the customers right to express personal opinion regarding their experience; however, we trust that such feedback will reflect an objective overview of the situation. We remain committed to providing reliable service and maintaining a reputable standing within our field.
  

  Respectfully,
  ****
  BooksRun Team

• Initial Complaint

  Date:07/02/2025

  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 sold a textbook to BooksRun and once they received it they adjusted my quote to $0.00. They said the book was damaged and missing the cover. They provided blurry pictures as evidence. The pictures show no damage. I also have a picture I took of the book right before I sent it that shows it has the cover.

  Business Response

  Date: 07/15/2025

  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 in Used Very Good condition on our venue to be sold at $19.27. 
  
  Upon processing it appears that the item Loose-leaf Version for Macroeconomics (ISBN: *************) had its quote adjusted automatically from $19.27 to $0.00 because we received the book with the signs of heavy wear that did not correspond to Used Very Good condition initially quoted and turned the book into unusable. 
  
  Please try to look at the situation from our perspective. Unfortunately, we do not pay initial quotes for the textbooks that are received with signs of heavy wear or water damage, as it is stated in our BooksRun policy that the customer agreed to cooperate within. Moreover, we do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, it was delivered with the damage stated. As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for the buyback program as the price applicable for them is too low and they are not desirable by wholesalers and individual buyers. Please see the images of the book received attached to this message.
  
  Please be kindly advised that our system allows stating only the following conditions of the books: "Used - Like New", "Used - Very Good" and "Used - Acceptable". In case the item received exhibits significant damage, it is indicated by opening the dispute and adjusting the quote taking into account the severity of the damage. Since the customers item was received damaged to the point of being unusable, the quote was adjusted to $0.00.
  
  Please note that the "Used - Acceptable" condition is the lowest condition, which is used for items with signs of cover or page damage, 'dog ears', odor, slight writing, highlighting, and other markings. All pages must be included and attached to the binding, and all text must be legible. Supplementary materials must be included. Books must not have any water damage; otherwise, the quote may be adjusted or books not accepted. Any water damage includes wrinkled and curled pages, stains, yellowing, mold, color change. Therefore, since the book in question possessed the signs of heavy wear and water damage (curled pages and mold), it could not be accepted for our buyback program. It was processed as "Used - Acceptable" with the note "Heavy wear" indicating that the book is heavily worn out due to significant water damage.
  
  Resolution: We can indeed 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,
  ****
  ******** ****
  
  

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution in terms of payment is satisfactory to me.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair 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 back a bunch of textbooks that were in great condition and my account says that they are on hold. I tried reaching out to customer service, only to be left with no response. Upon further investigation I now see that this account is known as a scam account. I am a full time working college student and I really need the money from these books to help with bills.

  Business Response

  Date: 07/11/2025

  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 14  items on our venue within their buyback order to be sold at  $282.19.
  
  After the package of the order was delivered to our facility and the books were examined, the order was processed and check #****** for buyback order #******* for the adjusted amount of $282.19 was successfully sent to the address the customer provided within the order details on 07/08/2025. Delivery of the check usually takes from 3 up to 20 business days, depending on the proximity of the customers address to our location and the work of the mail carrier. 
  
  
  We do understand the concerns regarding our delayed reply. We are working hard to process all the inquiries through all the channels of communication offered, however, due to a high season, some issues might have indeed occurred.
  
  Resolution:  We can indeed satisfy the customers resolutions just to make up for the situation. The payment can be reissued to the customer's ****** account or a new check can be sent upon the customer's request once we receive a confirmation from the email address or the phone number stated in their order details due to security reasons.   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 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