ComplaintsforDiscover Books

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I purchased 3 items from this company on 3-14-24. They took my money ($26.24) and stated that they shipped my items on 3-15-24. I have never received my items, never received any correspondence from this company, they have violated many seller policies that they legally agreed to follow on the commerce site that they used as a third party to advertise their products, they have refused to reply to 3 separate messages I have sent them within the past 2 weeks. At this point it is clear that they have stolen my money like a common conman and it is only right that I be compensated accordingly for the time, effort, stress, anxiety, loss of funds & loss of products that I have suffered at their hands. I have invested at least 12 hours (and rising) into this transaction so far, suffered extreme anxiety caused by their mistreatment & seller violations. My mental health disabilities have been severely impacted by their actions & that has in turn severely impacted my entire life for more than a week now, inflicting severe amounts of pain and suffering to me 24/7. Minimum wage in the state of VA where I live is $12 an hour. Discover Books (the multimillion dollar conglomerate company) is responsible for victimizing me, using me, taking advantage of me (providing zero dignity and respect) & violating a person with physical & mental health disabilities. Proper compensation for their actions would be a minimum of $120 (time lost/ wasted) + $26.24 (money taken) + $173.76 (pain and suffering) = $320. I would expect any reputable responsible company to offer a customer (that they have abused so much) more than just the minimum amount of compensation that they deserve and are entitled to due to the actions of that company.

  Customer response

  04/01/2024

  A refund at the minimum would be fine but I would like my message sent to the company to read. I would like to know if they have any moral values or accountability for their actions. You can change my resolution to a refund but could you please still send my full message to the company.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  On March 5, 2024, we submitted order #: ******* to Discover Books online. They have been excellent in the past. We received a tracking update on March 13, 2024, showing our items being shipped. The tracking #: is **********************. Since, there were no additional updates, we endeavored to contact Discover Books. The website has been inoperable for several days. The Customer Care telephone service line has a recording. Although, our preference is the merchandise purchased, if this is not possible, then we request a refund of $12.44. Again, they served the community admirably, for quite some time. We wish them well. Thank you, for your assistance. ** ***

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Received a book in the mail that I did not order. Brushing scam.

  Business response

  03/12/2024

  We are sorry that the buyer received the incorrect book. When the buyer informed us of this error we offered a replacement or refund. If the buyer would like either of these we are happy to provide the buyer either a refund or replacement of the correct book.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Discover Books uses stock photos for their 1,000's of listings...that makes perfect sense to me. What does not make sense is that they show some of the books as being autographed by the author. When looking at the listings (this was through their AbeBooks account), it simply implies that you are going to receive a signed copy. Contacted the business and unfortunately, they see nothing wrong in this practice. Why include a picture of the autographed cover page if the book is not signed???? It should be easy to get a stock photo of just the cover. Deception is the only answer I can believe. Attached is a screenshot showing how it is listed.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ordered the same book twice now from them on Amazon, the book sent to me first was the wrong book. I ordered Father Figure but was sent A Secret Life instead. I ordered a replacement and had to return the first book at my local USPS store, having to use my own money to pay for a return package since the packaging they use is such that I can’t return the book in the same package. Upon receipt of the replacement book, they sent me the same wrong title yet again and now I have to take time out of my schedule to return to the USPS Store to return it and will have to use my own money to buy another envelope to return it because their packaging is useless to use to return. I don’t understand how I can place an order for a specific title twice now and be sent the wrong book twice. If they don’t have the book, the Amazon posting shouldn’t be up in the first place. While in the same series, both the title of the book and the cover are completely different, so I don’t understand why they have sent me the same wrong book twice now. Attached are pictures showing what I just received compared to my Amazon order details showing I ordered a completely different book.

  Business response

  05/10/2023

  Thank you for making us aware that the incorrect book was received again. I understand this concern and after some investigation I've found that the book received was incorrectly listed as the book ordered, and unfortunately the verification process was not followed. We are currently closing all listings for the title ordered for further review. I have issued a full refund for the original order and will be happy to refund the return shipping fees if a receipt is provided. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a book on December 10, 2022, paid for in full on the date stated, claimed to have shipped the book, failed to deliver on the due date, contacted shipping carrier (USPS), gave tracking number, confirmed the package was never released from the shipper, shipper (Hippo books) claims the package has been lost. The book was advertised with a set price by Hippo books and then make false claims of lost book, false information to consumer instead of communication with (me) the consumer. Unacceptable behavior.

  Business response

  01/05/2023

  This order was processed and shipped on December 15, 2022. On December 16, 2022 according to USPS tracking it was in York PA arriving at OSM on December 16, 2022 at 11:37 pm then on December 17, 2022 OSM scanned the package as departing the at 6:10 pm. The customer contacted us on December 30, 2022 stating they have not received the package and our researched showed no tracking movement since December 17, 2022. As we do not have another copy in stock a refund was issued without delay. I've attached the USPS screen shot showing the current shipment status and the order details showing when the order was shipped and the the tracking number that we provided to both Amazon and the customer

   

   

  The USPS tracking number ********************** USPS tracking details are

  Tracking Number:

  **********************
  
  Latest Update
  Your item departed a shipping partner facility at 6:10 pm on December 17, 2022 in YORK, PA 17406. This does not indicate receipt by the USPS or the actual mailing date.
  
  On Its Way to USPS
  Departed Shipping Partner Facility, USPS Awaiting Item
  YORK, PA 17406 
  December 17, 2022, 6:10 pm
  Shipping Partner: OSM WORLDWIDE 

  
  Arrived Shipping Partner Facility, USPS Awaiting Item
  YORK, PA 17406 
  December 16, 2022, 11:37 pm
  Shipping Partner: OSM WORLDWIDE

  
  Picked Up by Shipping Partner, USPS Awaiting Item
  TOLEDO, OH 43607 
  December 15, 2022, 11:51 am
  Shipping Partner: OSM WORLDWIDE
  

  Customer response

  01/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: in the information sent by the company it states " this does not confirm receipt of package by the USPS" this does not satisfy my inquiry. 
  This is unacceptable in proof that 'HIPPO BOOKS' did not deliberately refuse to ship the book.
  Sincerely,
  
  ****** ********

  Business response

  01/09/2023

  We acknowledge the USPS has not received the package. At this point we believe that the package was lost or damaged while being processed by OSM our shipping partner. From time to time such things happen where packages are lost or damaged. When this occurs and we do not have another copy in stock our only option is to issue a full refund to the customer. A full refund was issued to the customer promptly on December 30th. Tracking details clearly show the package left our facility on December 15th and arrived to our shipping partners facility on December 16th, then departing their facility on December 17th. I cannot say where the package is now or what became of it. We are sorry for the hassle and inconvenience the customers has endured due to this mishap. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for a higher priced hardcover, copy of a book from hippo books on Amazon. Instead, they sent me a paperback version of the lower value. It was not what I ordered and not what I wanted. I wrote to them on Amazon and they did not answer. I tried to call them, but the phone number provided by Better Business Bureau for HIPAA box is not in service. I cannot find a phone number for them to call and ask them to correct it situation. Hippo books did not respond to my email.

  Business response

  12/22/2022

  Than you for contacting us regarding this order. I want to make this right with our customer, however, I cannot locate an order for the buyer using the name provided. Would it be possible for the buyer to please provide their Amazon order number? Once I have the order number I'll be able to assist our customer immediately. 

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for 3 books from this bookseller. I received confirmation and shipping notification with tracking number. When I received the package only 1 book was enclosed, however the tracking info indicated all three books were delivered and had the same tracking number. I contacted Hippo Books and they advised me that since the tracking info said package was delivered there was nothing they could do. They have access to the same info I have and can see that the tracking number for all 3 books is the same. Obviously only 1 book was mailed out.

  Customer response

  12/06/2022

  [BBB Transcription via Email]

  From: ******************** <********************>
  Date: Mon, Dec 5, 2022 at 5:33 PM
  Subject: Case #******** - Submitted 12/5/22
  To: ***************** <*****************>
  
  
  I would like to cancel this complaint.  I no longer wish to pursue this.  Thank you for your time.
  
  ******** *******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has sent me the wrong book. I mailed it back and provided a receipt of return. They will not refund the money until they actually receive the book. I have looked up their profile online on BBB website and this appears to be a continuous pattern of mailing incorrect books to people and holding refunds. I have attached the postal receipt which I also emailed to them proving that I have mailed the incorrect book back.

  Business response

  05/02/2022

  We provided the buyer with a prepaid return label and after checking the tracking on the return package (**** tracking number **********************) the return is in transit. As our policy and the email sent to the customer once the return is received a refund will be issued. 

  Customer response

  05/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: as the book seller themselves indicated, the can see the book on the way back to them via the tracking number I have provided. I should not have to wait for my refund. They chose media mail which is the slowest cheapest mail category possible. They should refund me now. Their mistake - not mine. They sent the wrong book not me. I demand an immediate refund. They have done this before as you can see from your own history of complaints. I have attached the tracking / receipt for the return book. I have also reported them to ******.
  
  Sincerely,
  
  **** *********

  Business response

  05/02/2022

  I understand that the item is being returned to us according to the **** tracking number, but we are unable to issue the refund until the item is received and checked in. I'm sorry for the hassle and inconvenience. 

  Customer response

  05/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is a waste of my time and yours, BBB. I have been going back and forth with these people since mailing the item back. Look at your own history on your BBB board and decide who is right.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a book from Hippo Books on ****** in good used condition. The book arrived with extensive water damage and mold. Contacted the Seller and the Seller said they would either mail out another of the same book or give a refund. I said send a clean book please. About an hour later the Seller said they could not send a clean book because I tried to return the book. Now I am stuck with a moldy book. AVOID Hippo Books on ******.

  Business response

  04/13/2022

  A full refund has been issued due to the item being damaged. There is no need to return the book received. Please keep, donate, or recycle as you see fit. If we can assistance further please let us know. 

*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. ↩