Bigger Books reviews and complaints 11
Keywords
book refund order shipping company textbook return money customer service used book cancel fraud credit card warehouse business website scam arrive days broken caseNewest Bigger Books reviews and complaints
Refund
Purchased what was a bundle package of Spanish books with digital access to workbooks $300 never received the books only two pieces of paper with a key code. Reached out to company to inquire about hard copy books rep could also not understand why I had not received books my daughters needed the books so I requested to be refunded they asked that I return the key codes I received which I did in mid august I never got a refund or head back from company I called and they said their warehouse needed to validate that the codes had not been used I waited some more and finally after waiting since mid August for my refund below is actual screen shots of the lame emails I got as an excuse letting me know that my return doesn’t qualify for a refund
Desired outcome: I would like my FULL refund
Never received book and was charged
I ordered a book for my daughter for college. It said it was available and it would arrive within 7-10 days but we needed it right away because another company had already sent us the wrong book and her classes had started. So we paid for 2 day shipping (an extra $10 charge on top of the already $117 book). They charged our card right away and said it would arrive and gave us the date of 1-2 days later. That same night, we received an email that the book was "no longer available" in their warehouse so we will get an email when it does ship. I was like, ummm nope! We were already charged and you charged me to ship it in 1-2 days saying you had it available. So I called, no answer. Finally, did a customer chat. That was a joke! I totally got the run around and was told I could get a full refund when they get their book back! They Have The Book! It hasn't even shipped! It is a scam! We basically lost $120
Desired outcome: I want a full refund of the book and the extra shipping we paid
Etextbooks
I needed a textbook for a college course I was taking, wanted the e-version for my kindle, and found a match for the ISBN on BiggerBooks. I should have known that having the best price online was a red flag. BiggerBooks had the e-textbook rental listed for something like $20. I ordered the textbook, and importantly, the listing included no other information other than that it was a rental of an e-textbook. Usually, the material will download to your kindle or send a link to your email automatically, but BiggerBooks sent a code through the mail. The code arrived in an envelope that said "once opened code is void" or something like that - warning that it could not be returned. I thought this was no problem, as I had no reason to think that there would be a problem with my order. However, the code they provided was a code that required a specific access link from a college teacher in order to be able to log onto the textbook website and THEN use the code they provided to access the text book. Well, of course I had no special code from a teacher. When I reached out to BiggerBooks about this, they had no special codes to provide either- so there was NO WAY for me to access the materials I paid for, AND NO WAY for me to know that I needed a special code prior to trying to access the materials on the textbook website. It was not listed in the BiggerBooks materials listing ANYWHERE that ANYTHING other than the rental fee was needed to access the materials OR that they WERE NOT PROVIDING A COMPLETE PRODUCT. They refuse to refund my money, saying I had opened the envelope. This practice is misleading and they did not take into account thier own misleading listing when "trying" to resolve my issue. Feels like a scam.
Desired outcome: Refund of my textbook rental fee.
Is Bigger Books legit?
Bigger Books earns 91% level of Trustworthiness
Perfect Trust Endorsement: Bigger Books achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.
We found clear and detailed contact information for Bigger Books. The company provides a physical address, phone number, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
A long registered date for biggerbooks.com can be seen as a positive aspect for Bigger Books as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.
The age of Bigger Books's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Biggerbooks.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Biggerbooks.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- While Bigger Books has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 11 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- Bigger Books protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
Poor shipping practices
I placed an order for a textbook about three weeks ago and the order said it would arrive in about 10 days. It finally arrived at the post office a few days ago. However, it is now being sent back to the seller because "they don't deliver to PO boxes". Bigger Books: maybe you should state that you don't ship to PO Boxes like every other company! Don't allow the transaction to go through if you're not planning on delivering the product!
I called the customer service number and the woman said that I would be refunded when they received the book back. They were unable to re-route the book back to me.
shipping
Ordered my book on the 9th of September, didn't arrive until the 24th. Paid for higher priority shipping as they give that option, not knowing that it was a scam. Promised date was the 15th with that extra payment on shipping (almost $10 extra). I emailed multiple times about my refund on the pointless payment on shipping as my order was most definitely not prioritized at all. Didn't receive any reply until today (Oct. 1st) and they themselves said that the higher payment options on shipping don't make it ship faster at all amongst saying that it did deliver on time which was nowhere close to what happened even with the new delivery date they gave me on their package tracking which was the 20th (that I only found out days after it was originally supposed to be delivered.) They're literally misleading and stealing money from people. They're refusing to refund the shipping I paid when I could've just selected free shipping and got it on the same date or not used them at all as I could've gotten my book anywhere else in less time. Horrible customer service, horrible business. Their books are also not lower pricing either, get your books literally anywhere else. Amazon has way lower prices and guaranteed shipping for what you pay and also don't treat their customers like trash. DO NOT BUY FROM HERE ITS A FREAKING SCAM. THEYRE JUST STEALING MONEY FROM STUDENTS WITH NOTHING TO SHOW FOR IT. NOT WORTH IT AT ALL. IM LIVID.
fraudulent practices
After reading many reviews that sound a lot like what I am dealing with, I have a feeling my situation will end badly.
I am going to say now that if I don't have the book next week I not only plan to file a BBB complaint, I will also be filing a banking fraud complaint with their credit card company as well as the bank that holds their merchant account.
I ordered a book they had "In Stock" on a Tuesday and paid for two day shipping as I needed the book for Saturday. My credit card was immediately charged the price of the book and the shipping. Today (Thursday) I didn't receive the book but I was fine since it was ordered late in the afternoon on Tuesday. I assumed I'd be getting it on Friday. Then I realized that I didn't get a tracking number yet. I logged in to check the tracking only to see my order was still processing.
I called customer service for 2 hours and never got a human to pick up the phone so I decided to try their chat tool. I explained to them my situation and asked for an update. I was told that it says on their site that the book I purchased says that it usually ships in 7 to 10 days. I told them I was aware of that which is why I paid for expedited shipping. I was then informed that the 7 to 10 days was the time it took for them to procure the book from one of their vendors. Once they had it the book they would ship it to me via the 2 day shipping.
So, they advertise that they have a book in stock that they don't actually have and then charge me for it while they go out and try to find it?
I told the "Customer Service" rep that I wished they website had explained that better because I would not have ordered the book because of my time constraint. The rep's response was that they could cancel the order and refund my money but it would would be a week to get my money back! I said I still wanted the book but would need a plan b for the weekend. The rep's response was, "Is there anything else I can assist you with today?"
How does this company list that they have a book in stock and charge me for it when they don't have it and then offer me my money back I a week?
I am convinced now that I will never see this book as I know it is difficult to find. I plan on waiting the full 10 days for them to admit they don't have the book and never had it and then I'll be filing fraud charges.
I hope for their case it won't come to that but I'm not holding my breathe.
book order
Run as fast as you can away from this business. I ordered a book from the company and was immediately charged for the book and shipping. Two days later, the company advised me that it did not have — and could not get — the book I ordered. The company then refunded the price of the book but has refused to refund the shipping charge. I have contacted the company twice, but it insists that it cannot refund shipping charges. It takes this position even though, as I have twice pointed out, it never shipped anything. What a racket. With this pattern, it seeks to steal money from customers by taking orders for books it does not have, and then keeping the shipping charges for items it never ships.
ordered new book, was sent old - 2+ weeks after returning & still no refund!!
Update 9/12/18
Biggerbooks.com received the return of my college algebra book on 8/27/18. It has been 16 days and they still have not refunded my credit card! Two days ago, on 9/10, I called & waited on hold 29 min before a rep finally answered & told me she is sorry but there has been a delay at the warehouse. I asked to escalate to management, she put me on hold, then came back & apologized again & said there was nothing that could be done. This is absolutely ridiculous! If this was even partially my fault, I would be a bit more understanding, but this is not my fault at all. I ordered a new book & was sent a used book without the access code that was needed for the class, & it would have cost me another $100 to buy just the access code alone! I had no choice but to return the book & go to my local bookstore to pay way more for the correct book! The order was initially placed 8/07, so for a month & a half biggerbooks.com has been holding $179 of my money ransom! Yes, they did put a $30 credit on my account as a courtesy for future orders, but after this fiasco, there is no way I am ordering from them again. This has been nothing short of a nightmare. Meanwhile, my husband & I just found $700 of fraudulent charges on the credit card we used to purchase from biggerbooks.com, so we had to cancel the card. I'm not sure how that's going to work when biggerbooks finally decides to refund my credit card! :- (
Original review:
On 8/07/18 I placed an order with biggerbooks.com (order # 2586374). One of the books I ordered was "college algebra, books a la carte edition plus mylab math with etext — access card package by blitzer, robert f. (isbn isbn [protected]).
Included in that package was supposed to be the following:
• [protected] / [protected] college algebra, books a la carte edition
• [protected] / [protected] mylab math with pearson etext - standalone access card - for college algebra
I received the college algebra book, but I did not receive the standalone access card!
I contacted the company and was told my only option was to send the book back in for a refund, as they did not have any other books available to send me. So, I am sending the book back to them and going to my local bookstore to pay more money for the book so that I can receive the access card that is supposed to come with it.
Meanwhile, I contacted sellyourbookback.com, as they are the ones who mailed me the book with the missing access code. They informed me that biggerbooks.com had purchased the book from abebooks.com on 8/15, which is a used book marketplace that sellyourbookback is a seller on. Sellyourbookback said they only sell used books. So, the fault is not with them, but with biggerbooks.com for having someone send me a used book when I paid for new!
The other 2 new books I ordered from them showed up within a reasonable timeframe and were the correct books, so i'm not sure why they sent me a used book! As a first time customer who already referred several people to their website, I am now concerned that this may happen again with any future orders. That being said, I will be very leery about purchasing new books from them in the future, and if I do refer people to their business, I will give the disclaimer that they may not want to purchase new books. It is not a gamble worth risking. I ordered the book from them the very day my daughter found out what book she needed for class, so this is not my fault for waiting last minute, as I did not.
Her class starts 5 days from today (mon, 8/27), and I was supposed to leave on vacation today through sunday. Now, instead of heading to the beach right after work, I will be heading to my local bookstore to purchase the book with the access code, as well as having to repackage and return the used book that was sent to me. To say I am both frustrated and disappointed in biggerbooks.com's error is an understatement. :- (
On 9/12/18 I opened a case against the company with the BBB and requested that if they could not refund my credit card that they send me a refund check priority mail with tracking.
UPDATE 9/18/18:
I contacted BiggerBooks.com via email again on 9/12/18 regarding my refund and on 9/14/18 they sent me a response stating "I do apologize and understand your frustration. However the check in process can take up to 3-6 weeks and there is nothing we can do to speed this along. We are not holding your refund from you. As soon as it checks in you will receive a full refund." So now the check in time frame has changed from 10 business days to 3-6 weeks! This is highly unacceptable & needs to be added as a disclaimer to their website so future customers can be aware of what they may be up against. Today makes 3 weeks & 1 day since they have had my returned book & I still do not have a refund.
Later this same day, I received a phone call from Andrea from BiggerBooks.com, who stated my credit card had been refunded & would take 3-5 business days to reflect back on my card. However, that is not what actually happened. My card was NOT refunded.
On 9/20/18 I noticed that on the BBB complaint I had sent against the company, a BiggerBooks.com rep commented that a check was going to be mailed to me.
On 9/24/18, I contacted the company & spoke with Kacie. She stated they mailed me a check on 9/20/18. I asked her what the amount of the check was, as well as the tracking number. She said she would get with Andrea and call me back. I told her my credit card company told me that if they refund my card back, I will indeed receive the refund, even though the card is cancelled.
On 9/26/18, after never hearing back from anyone, I called back and spoke with Kacie again. She said there was no tracking number because it was sent regular mail & that it would take 1-2 weeks to get to me. I told her that was not acceptable & that I had specifically stated in my BBB complaint that the check needed to be sent to me priority mail with tracking. I told her I have already waited long enough and there is no excuse for this & asked to have a manager contact me. I remained polite, just stated my frustration is understandable. She said a manager named Kara would be calling me back.
On 9/28/18 I received a voice message from Kara stating a full refund was issued to my credit card that day and that it would take 3-5 business days to reflect on my card. (This is the second person who told me my card had been refunded when it had not been. I'm sure they were seeing on their end that it was going to be attempted, but I would have appreciated to not get the run around & been told something unless they were 100% sure it were true.)
On 10/01/18 I FINALLY received a refund check in the mail! Again, it was not sent priority or with tracking as I had requested. Frankly, I shouldn't have even had to request it, I would think customer service would have done that automatically.
******************************************
Just to reiterate, I ordered this book on 8/07/18. It arrived 8/21/18 (2 weeks later!) & was the WRONG BOOK! This was NO FAULT of my own. I immediately contacted the company & was told to mail it back to receive a refund. They received my returned book on 8/27/18. I did not receive a refund until 10/01/18, almost 2 months after they order had been placed! This is highly unacceptable! Granted, yes, there was an issue with my credit card that they needed to refund back, but, in that case, the company should have immediately overnighted me a check due to all the hassle they had caused. Furthermore, it still took a good 3-4 weeks from the date of my return before they were even considering refunding my card.
This company needs to get their act together & figure out how to avoid this kind of issue in the future. I hate leaving negative reviews - I always want to see the best in other companies - but I want to spare others from all the issues I have been through!
textbooks
I placed an order for a textbook I needed on 8/25/2018. I paid extra for 2-day shipping as I needed the book before my exam. It is 9/11/2018 and I haven't received my book! I have tried to chat with them and the First Lady ignored my message and closed out of the chat. Which I have a picture of. Then I tried again and they said it was shipping from one of their vendors to wait more. I already purchased the book from another source and i have been trying to cancel with no success. They're doing fraud that's all they're doing with students. Books aren't cheap! I'm out out $250.00 plus $150 for a different book with no answers!
worst return policy
Bought a textbook from www.biggerbooks.com and had the worst time. They promised fast shipping and when my order did not arrive I asked about my order status and they claimed that order was shipped. Then I asked for a tracking number and got another empty promise.
I contacted their support and asked them to cancel my order and they said that I have to wait for my book and then I have to ship it back and that was the only way to get a refund. What a joke.
Then they said that I will have to pay for return shipping, and will be charged a restocking fee! I must say that Biggerbooks has the worst return policy.
Will not buy from them again!
item not in condition described
I ordered a new book from them and received, after a pretty long shipping time, a clearly used book with a cracked dvd in a broken case. After several attempts to contact them I finally got a note that they would take a return. This is a college text book - if I wait for anotuer book to arrive from them the semester will be over. They are slow to ship and absolutely lie about the quality/condition of their items. I hope someone finds this review before making the mistake of ordering from them!
The complaint has been investigated and resolved to the customer’s satisfaction.
Your company does horrible business. First when I ordered the book I was not informed that the book was not in stock until a week after I ordered. Then I return the book..get charged to return the book and still waiting on my refund!
On 8/07/18 I placed an order with BiggerBooks.com (Order # 2586374). One of the books I ordered was “College Algebra, Books A La Carte Edition Plus MyLab Math with eText -- Access Card Package by Blitzer, Robert F. (ISBN ISBN [protected]).
Included in that package was supposed to be the following:
• [protected] / [protected] College Algebra, Books a la Carte Edition
• [protected] / [protected] MyLab Math with Pearson eText - Standalone Access Card - for College Algebra
I received the College Algebra book, but I DID NOT receive the Standalone Access Card!
I contacted the company and was told my only option was to send the book back in for a refund, as they did not have any other books available to send me. So, I am sending the book back to them and going to my local bookstore to pay more money for the book so that I can receive the access card that is supposed to come with it.
Meanwhile, I contacted SellYourBookBack.com, as they are the ones who mailed me the book with the missing access code. They informed me that BiggerBooks.com had purchased the book from Abebooks.com on 8/15, which is a used book marketplace that SellYourBookBack is a seller on. SellYourBookBack said they only sell used books. So, the fault is not with them, but with BiggerBooks.com for having someone send me a USED book when I paid for NEW!
The other 2 new books I ordered from them showed up within a reasonable timeframe and were the correct books, so I’m not sure why they sent me a used book! As a first time customer who already referred several people to their website, I am now concerned that this may happen again with any future orders. That being said, I will be very leery about purchasing new books from them in the future, and if I do refer people to their business, I will give the disclaimer that they may not want to purchase new books. It is not a gamble worth risking. I ordered the book from them the very day my daughter found out what book she needed for class, so this is not my fault for waiting last minute, as I did not.
Her class starts 5 days from today (Mon, 8/27), and I was supposed to leave on vacation today through Sunday. Now, instead of heading to the beach right after work, I will be heading to my local bookstore to purchase the book with the access code, as well as having to repackage and return the used book that was sent to me. To say I am both frustrated and disappointed in BiggerBooks.com's error is an understatement. :-(
I ordered a textbook for my granddaughter and even paid extra for shipping (it qualified for free shipping) so that she would get it on time. I just received an email late last night that it is not available to ship and they would let me know when they get it in. Thia came on a Friday night after their hours and I cannot reach anyone until Monday morning. My granddaughter is leaving for college Tuesday. I felt like they pulled a hit and run. Suddenly send this bad news and make sure it is too late for me to talk to them. Awful. I don't know what we're going to do and can't do anything until Monday. Awful service. It is too late to get the book elsewhere. I see that people are saying they are not good with refunds. Something should be done about this service; people depend on receiving their textbooks in a timely manner and these people just don't care.
They cancelled my order last minute. I still have not received a refund, and now I don't have enough time to order another copy online. I have to buy it from my school's bookstore for $100 more. I am so mad.
Here's my story... I ordered a Messiah score which the website says is a 2004 copyright, and the shipping was listed as 2.98. The book I received was c.1992; the shipping magically increased 33% after they had my payment info; and the book arrived damaged. It had black smudges like soot all over the cover. I tried to contact them via email 3 times, and like everyone else, received no response. Do business with this site? You decide...
I ordered an accounting book that I needed and it was listed that it came with the codes. When I received the book it had no codes. I was charged a $29 return fee which included a restocking fee. The fault was not mine but bigger books. BEWARE they have false advertising.
I order a textbook from them because they say that it is in stock and ready to ship, only to find out days later that they are still trying to locate a copy of the book. and now a week later, for the past 3 days I can't even get onto their internet site to check the status and see if the books are indeed on being shipped or if I need to cancel and look somewhere else. Sometimes the lowest price is not always the best option.
Contact Bigger Books customer service
Phone number
+1 (888) 388-9909Website
www.biggerbooks.com
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