Complaints

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:02/20/2025

  Type:Billing 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.

  My son, who is in college, received a buyback quote for two books with Quote Number ************. I personally packed and shipped the two books, both of which were in "like new" condition. However, we received a check from *** that only covers the cost of one book.I left a phone message on the *** voicemail and sent an email, but I have not received a response to either. I feel this is a rip-off by the company, taking advantage of teenagers. We will no longer use this company and will make others aware of our bad experience.

  Business Response

  Date: 02/25/2025

  We received both books, but there were a few issues with the check-in process.
  
  The first issue was that the books got separated during the check in process and were received under different shipment numbers, 492876-8 and 493880-6.  
  
  The second issue is that the version of RULES FOR WRITERS checked in on 492876-8 does not match the version on the customers quote ************** and therefore no payment was offered for it.
  
  The customer sent their email to us on 2/18 regarding only having received payment for one book. Our customer care representative replied on 2/20 explaining that we received both items but RULES FOR WRITERS did not match the quote. The email included information about requesting to have the book sent back to her.  We have not yet received a response from the customer on that issue.  

  Because we cannot pay for the book that does not match the quote, we are having the book sent back to the customer at our expense.  

  Customer Answer

  Date: 03/01/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:01/14/2025

  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 ordered my textbooks for the Spring 2025 semester via order #*********. After I placed my order, one of my textbooks was listed as "on back order" and the order was "available for edit". I emailed the address listed on the website and in my order confirmation to cancel the back order book because I was able to obtain it from a different seller. I got confirmation that my email was received, but no further response regarding the cancellation. 10 days later, my card was charged for the book I attempted to cancel, and the book was shipped. Over the last month, I've sent 4 emails and a request through the website contact us form. I've also spent multiple hours on hold but I've never been able to get a person on the phone. I did eventually receive the book, but I already had the textbook I needed. I decided to offer it to another classmate. When I opened the book, I realized that the pages are all out of order and the book is unreadable. I am so frustrated with this entire process. BNC has $142.95 of my money that I never wanted to send them in the first place, and now I have an unusable textbook. I am ready to escalate this in whatever way I can, because I honestly don't know how else to move forward with this company when no one is available to take a call or respond to emails. I will not be using BNC to order textbooks for any future semesters.

  Business Response

  Date: 01/15/2025

  We have searched our records, but cannot find any emails from the email address the customer provided.  We are unsure of what email address the customer used to contact us, so there may have been an issue with it being directed incorrectly.  I would be happy to provide the customer with a free emailed return label and issue credit for the book the customer decided she did not want.  The printing error will need to be reported to the publisher, so we will need to retrieve the original copy.  I will be emailing that to her today.  A credit will be applied to her account once we receive the returned textbook, Treating Those with Mental Disorders, ISBN 0-13-479187-8.

  Customer Answer

  Date: 01/16/2025

  Hello,

  I have attached an email that shows a message from **** **** at ***, as well as my response. Please let me know if there are issues opening the attachment.

  Customer Answer

  Date: 01/16/2025

  Complaint: 22811155
  
  I have reviewed the business' response and am rejecting it because:
  

  I followed the instructions for contacting this business that were provided in the order confirmation email. I was even sent a receipt email from the ************************** If the business is not checking this email address, that is something they need to update in their instructions to the customer. **** **** emailed me ************************ and suggested I use a different email address for customer service issues that is not posted anywhere on their website.
  

  I feel like the response from the business is deflecting from the real issue, and I take offense to the suggestion that I didn't direct my emails to the correct address when I very clearly did. I even received an automated message directly from *** confirming that my emails were received. This sounds like an internal staffing and technology issue to ***, which has unfortunately impacted me as the customer in a negative way. 

  I will send back the book so that *** can follow up with the publisher. This is a considerable inconvenience for me considering the multiple hours I have already spent on this issue. The time and expense to pack up the book (even with the pre-paid shipping label) is a burden on me. I do not think it is appropriate for *** to withhold my refund until they receive the book, which could take weeks via ground shipping with inclement weather in our area. 

  The communication from **** and my reply to her, along with images of the misprinted book, are attached to this response.

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

  Business Response

  Date: 01/16/2025

  The email address that the customer mentions that I provided is an alias for the one posted on our website.  I will continue to investigate to find out if we have some sort of system issue that resulted in there being no record of her attempts to contact us.  I understand her frustration, and although it is our policy not to provide a return credit until the item has been returned us, I will go ahead and issue the credit to the customer for the book now.  I sincerely apologize for the customer's experience.

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:10/14/2024

  Type:Product 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 bought a book for $30 from this company on August 8, 2024. I returned it on Seeprember 17th (it was their policy to accept returns within 30 days of the start of school, which thus was. I recieved an email stating that they had recieved my book. Three days later I got an email saying that they had processed my return and my refund would be started. One week later I got an email saying that my envelope was empty and therefore they would not be sending my return. I have emailed four times and have not recieved a response. I obviously sent the book, the post office would not have charged me $5 for postage of an empty envelope. They said they recieved it. They said they processed it. They lost it and now don't want to repay me. $30 may not seem like a lot to you, but it's a lot for me. Please help. Thank you!This is part of the second email:Your Shipment #****** Has Been Received

  Business Response

  Date: 11/26/2024

  Shipment $404000-8

  The email notifications are automated messages indicating that the package tracking number has been initiated into our system and that it has arrived.  It is not an indication that the items received are eligible for refund.  That takes place after an inspection process by our team.  The package we received was empty, but it most likely happened during transit to our facility.  Normally we would ask the customer to file a claim with the company they used to ship the package to us, but we will go ahead and pay for this item as a courtesy.  The refund will go to the customer's ****** account.

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/16/2024

  Type:Product 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.

  This complaint relates to Order #********. My child's school, ******************************************************************************* parents to purchase books from this provider. On or about July 8, 2024, I purchased an ** Biology book (******** Biology in Focus Looseleaf) in addition to other materials and books. The order shipped on July 11, 2024. The looseleaf arrived wrapped in plastic and appeared from the cover under the plastic and the back to be the correct materials. When my child started school, he opened the plastic to reveal that someone had put the ** Biology cover on a Physics book - meaning the cover and back was for ******** Biology in Focus and everything in between was for College Physics Explore and Apply. I attempted several times over the proceeding two weeks to contact the provider over the phone but received an automated message that they were "experiencing high call volume" and had to give up after sitting on the phone all times at 45 minutes plus. I also sent two emails to their "contact us" email address. I received a confirmation that it was received but no one responded. I finally gave up and processed it as a return and returned the incorrectly and deceptively packaged materials back to them with an explanatory note demanding a full refund. They received my package on September 6 and issued a partial refund on the 16th. They made a mistake that caused me to have to pay full price for ** Bio materials twice - once to them for their mistake and second to another provider when BNC/MBS refused to answer the phone or emails. I paid this provider $126.25 for this and received only $88.24 for it. I attempted to call again, and they are still apparently receiving "high call volume". This is the unbelievably frustrating that I have to give up time and money for their mistake. I want a full refund and to call attention to this pattern of not making themselves available to listen to customer complaints.

  Business Response

  Date: 09/17/2024

  We sincerely apologize for the experience this customer has had.  We are in the midst of the busiest time of year, and we do not currently have enough staff to keep up with the volume of calls and emails.  I have issued a full refund for the book the customer purchased that was incorrectly assembled. 

  Customer Answer

  Date: 09/19/2024

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

• Initial Complaint

  Date:06/12/2024

  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 have not received payment for my buyback order. I was told it was sent to PayPal on the 6th of June but when I called them to verify this, they couldnt locate it. I am very concerned that thick company has tried to take both my books and the payment promised to me. I just want my money. This is poor customer service and very unprofessional.

  Business Response

  Date: 07/01/2024

  After researching this customer's complaint, we got a report from PayPal that confirmed that all payments made on this date failed on the PayPal side.  Payment was reissued on 6/17/2024 and one of our supervisors reached out to the customer to update them.  

  We sincerely apologize for the problem.

• Initial Complaint

  Date:11/28/2023

  Type:Product 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 returned a book valued at $80 with permission from the supervisor. I paid $10 to ship it back. In a week, I received an email that it was damaged so they would not refund me. Even though the "online access" was still intact, and I never opened the book. It was in perfect shape when I sent it, and I packed it very nice. I then ask for pictures of the "damage". It's been over a week. Now, I emailed them again, they said they are still waiting on pictures from the warehouse. This is a scam. They told me they would mail me back the book if I sent them another $8. I am very unhappy about this and just want my refund! They have my book held hostage.

  Business Response

  Date: 12/11/2023

  The customer's book was received in good, but not pristine, condition. The item is required to be sold in new condition only, and the condition of the book is not in good enough shape to sell in that manner.  I sincerely apologize for the trouble and frustration the customer has experienced.  We will send the book back to them at no cost.  They may be able to sell the item to another student or online with another company.  

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for you help. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/28/2023

  Type:Product 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 ordered the electronic version of my daughters biology book and we were told at the start of school that she needed the hard back. I have attempted to email twice, and call 3 times, all times left on hold over an hour and had to hang up because I am at work. I just need my refund of $33.50 but no one at this company will answer the phone or respond! order ******** *****************************

  Business Response

  Date: 09/05/2023

  Customer was credited on 9/1/2023, so this complaint has been resolved.  We sincerely apologize for the wait times the customer experienced.

  Customer Answer

  Date: 09/06/2023

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

• Initial Complaint

  Date:08/22/2023

  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.

  On June 7, 2023, I rented one book and purchased another book from MBS Direct. The order # is ********. The book I purchased was $75.00 ****** *****************. I purchased the book versus renting it because MBS Direct provided a Guaranteed Buyback of the book for $45.00. The stipulation was that the book needed to be returned by 09/01/2003. The semester has now ended and MBS Direct will not buy back the book now, even though it was guaranteed. When I try to sell it back I get an error that states "1 item does not qualify for buyback." I emailed MBS Direct and they have failed to contact me back. I tried to contact them twice via telephone and was on the phone for 45 minutes+ and never got through. I feel that this is a "bait and switch" by MBS Direct to try to get students to buy books at a cheaper rate and "guarantee" to buy them back, but then refuse because they have enough inventory. I believe this to be deceptive practices on their part. I wish to get the $45.00 as guaranteed by MBS Direct in our sales agreement.

  Business Response

  Date: 09/05/2023

  One of our supervisors has attempted to reach out to the customer to resolve the concern.

• Initial Complaint

  Date:07/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my daughter's geometry book to MBA direct as part of their book buy back program. Immediately upon arrival of my book, the company stated that the book had water damage. On June 23, I asked for photos of the water damage. There was no reply from the company. On July 2 at 7:50am, I sent another request for photos. At 7:47am, I received photos from the representative, *******, that were taken in a warehouse. The photos sent were of the supposed water damage of the book, but had no identifying markers that it was our book. I assume that these are standard photos on her hard drive that are sent to multiple customers when asking to see damage, especially since they were located in a warehouse within 7 minutes of my request. I asked for a photo of the inside cover of the book where students write their name without a response. I believe that this company is scamming people from their refunds. We are required to purchase textbooks through this organization through my daughter's school. I do not feel comfortable utilizing this company for books with their dishonest and lack of ethical business practices.

  Business Response

  Date: 07/06/2023

  All books that are received in a condition that does not meet our qualifications to resell are stored in a specific location in our warehouse with the original customer paperwork.  This allows our **************** team to contact a warehouse supervisor to retrieve the exact book in question quickly if a customer has concerns about why we deemed it unacceptable to us.  I believe the reason ******* was able to respond so quickly is that she had requested the photos from the warehouse when the customer originally contacted us, but either failed to forward them on to the customer, or we had some sort of email problem that blocked the message from getting through to the customer.  I sincerely apologize for that.  We will not resell a book that has any sort of liquid damage, and that is why the customer's quote was originally denied.  I have asked our ********************* to go ahead and issue a check to this customer for the full amount of the buyback as a courtesy because I want to reassure her that we take her concerns seriously.  

  Customer Answer

  Date: 07/07/2023

  Complaint: 20268023
  
  I am rejecting this response because: I do not believe that the book arrived damaged.  And, if for some reason if it did arrive damaged then the company sent me a damaged book. I would like the company to return the damaged book to me at their expense. 
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/11/2023

  As mentioned in my previous message, we have already issued a check as payment for the book we received. If the customer wants to refuse payment, I will pursue returning the book to her.  We will not do both.  

  Customer Answer

  Date: 07/12/2023

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

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 placed an order for books in 2015. I dropped from the class before the start date and never received books from MBS Direct. When applying at the university in 2022, I was informed there was a balance on my account for a book voucher that was used. I notified MBS that I didn’t receive any books or access any classes at the school, ******* also sent me a letter to forward to MBS confirming that information. When contacting MBS, I was advised that they do not have records from *** confirming that they were delivered because of the age of the order. I was advised to follow up with my school. The school stated that MBS would be the ones who would be handling the account and to dispute the balance through them. I have placed over 10 calls to them requesting a resolution. All of which have been unsuccessful in anything other than referring me back to the school.

  Business Response

  Date: 11/16/2022

  We must be notified of non-receipt of a shipment within 30 days to receive a refund.  We are unable to assist the customer in this matter.  ******* University was billed and paid for her shipment.  Any resolution of that debt is between the customer and the school.  

  Customer Answer

  Date: 11/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  ******* University paid MBS for the order, the order was never delivered and presumably cancelled. No correspondence was made because the classes were not taken, I was disenrolled before the books were shipped. MBS is unable to confirm that the books were delivered and refuse to provide a refund to the school. 
  
  
  Sincerely,
  
  **** ********