The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
BooksRuntextbook buyback

Do Not Use this Company!!! I sent them 2 books to be bought back. They accepted 1, but "lowered" the "appraisal" of the second, more expensive book down to $0, yep, nothing, and said I had 72 hours to reply to the email to "deny" the appraisal or they claimed the right to the book and to pay me $0, yes, nothing, for my book. I have asked several times for my book back, offering to pay shipping. They claim that they "cannot" return the book, so either they sold it or the destroyed it, neither of which they had the right to do. Now they offer to pay me 10% more for my "next book buyback"... seriously, you steal my book, then you think I'm going to use you again? Or they don't think I will use them again, so they send me a "coupon", which means nothing. Oh and did I mention that I sent the email back 73 hours later? This fight isn't over but please, people, do not use this service!!!

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • BooksRun's response · Jul 19, 2017

    Dear Alicia, we are very sorry to hear that you've had such a negative experience. In your order, you have initially quoted two textbooks: one with ISBN [protected] and the other one with ISBN [protected]. This particular ISBN [protected]), according to the description of the book on the publisher’s website, corresponds to a product with a new or unopened (unscratched) access code. The condition of a new unopened access code in such cases is imposed by our Terms & Conditions presented on our website. However, it was not the case with the item received. The quote was adjusted for this item and because of that a dispute status was opened, which allowed you to request the return of the item in question, and also the email was sent with the description of the situation and actions required. The order stayed on hold for a week since 06/09/2017 till 06/16/2017 (though, as a rule, only 72 hours are provided). We also were not contacted by you during this period of time. Our policy on returns is also stated in our Terms & Conditions, which you have accepted right before you confirmed the order. You contacted us only on 06/20/2017 when the dispute was already closed and the order processed and paid for. In the situation with your order, we acted according to our policy that you agreed to. The coupon was indeed offered in the attempt to make up for any inconvenience caused, as a gesture to show appreciation for you as our client, by no means to compensate the price of the book received that did not comply with our buyback acceptance criteria. We hope this representation explains the situation from our perspective and our actions as well. Respectfully, BooksRun Team

Responses

  • As
    Ashley-rae Erickson Apr 20, 2018
    This comment was posted by
    a verified customer
    Verified customer

    DONT USE IF YOU ACTUALLY WANT YOUR MONEYS WORTH. They took my books, that were EXECTLY as described, claimed me down saying my books were in worse condition, and then would not return them OR pay me for them!
    NOT WORTH USING. YOU WILL LOSE YOUR TEXTBOOKS AND NOT BE COMPENSATED.

    -1 Votes
  • Bo
    booksrun.com Sep 25, 2018

    @Ashley-rae Erickson Dear Ashley, we have investigated the matter thoroughly on the basis of all the information regarding your order. In your order, we received two items. however, after our processing department examined them, it turned out that the conditions of both items were different from the ones quoted. The quote for the item with ISBN: [protected] was adjusted (and the book could not be accepted within our buyback program) because its edition was different from the one initially quoted. The item quoted (according to the publisher) is a paperback, however, the loose-leaf edition was received, which does not have a buyback quote.The quote for the item with the ISBN: [protected] was adjusted due to us receiving a textbook with the signs of wear that did not correspond to the "Used-Very Good" condition initially quoted by you, thus, the order was put on hold, and the letter with the information was sent to your email. After we received the review and the complaint, we have also provided two more letters and offered a free of charge return, however, no response was provided from your side. Respectfully, BooksRun Team

    0 Votes

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