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Business Profile

Textbooks

M B S Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Textbooks.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/11/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 around $600.00 in text books, ebooks/prime access.I did not receive a prime access code for a Spanish book. I emailed three different people and called for three days straight during my lunch hour and was on an automated hold with music for 45 minutes each time with no response to their 24/7 help hotline. The receipt stated your ebook/access codes will follow in the next email. I expected the us history code and the prime access for Spanish (as it stated in the email)Since time has gone by- and school is in session - and no response I had to rebuy the access code for another $105. (With a different company of course!) Here is the email I sent:Hello. My name is *****************************. I made a purchase for my son, ********************* on 8/11/22, order #********. We cant find the prime access code for ****** Senderos level 1b.978-1-68005-906-9 class-526 I have tried to access it on my digital bookshelf- nothing is listed.I called your 24/7 phone number and was on hold for 45 minutes (good music) but was never connected to anyone.I had him check his email and he did not receive a code for Spanish, (only US History)Can you help me with this? Thank you in advance for your time.***************************** Thank you BBB for your time and effort on this.They send an automated message saying your email has been received and someone will get back to you or the give you another email to contact- I was talking to two other parents that this happened to as well- they had the same exact issue with no help 24/7 line and received no email response as well from MBS Direct.

    Business Response

    Date: 09/23/2022

    We sincerely apologize for the delay in response to the customer's inquiries.  We were experiencing very long hold times due to this being the busiest time of year.  The customer service rep explained that the access card should have been inside the physical textbook.  I have issued a full refund for the customer's book that she had to purchase from another vendor in the amount of $184.25.  

    Customer Answer

    Date: 09/23/2022

    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:08/14/2022

    Type:Delivery Issues
    Status:
    Answered
    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 text books in advance for the school year. We didn’t have the option to use anyone else because the school partnered with this incompetent company. The only delivery date was august 18TH, the day after school begins so I paid extra to have them sent before. Using their tracking information the books have not even shipped yet. I sent emails and called today and was told to wait until the night of the 16th and if the books were not here they would then and only then send out another set. They also just today after my emails initiates an investigation with *** to locate the books. None of which is my concern. Nothing will be here when school starts Wednesday and if I follow their directions nothing will ever be here. This will cause me to have to find an alternative. I would also like my expedited money returned and would like my daughters books by tomorrow evening. On their payroll. I am also going to petition ********** country day to cancel their partnership as there are presumably many other violations. As a 9 year patron of the school I believe I can absolutely have them investigate and ultimately sever ties with this juvenile company.

    Business Response

    Date: 08/24/2022

    I have issued a refund for the original shipping costs in the amount of $28.98.  According to the tracking information, the customer received their package on August 17 at 6:12pm.  We apologize for not resolving the issue in a more timely manner.  

  • Initial Complaint

    Date:05/25/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 rented books from MBS direct last fall. They put me on an automated phone list. I returned my book by early January. Yet, I have continued to be on their automated call list. I have told them on at least two or three occasions that I already returned the book in question. Now, it is May, and my patience has expired. If this happens again, I will start contacting regulatory agencies to notify them of this conduct which I am sure violates state or federal law. I would like at least 200 dollars off of any further products I may buy from them in the future to compensate for the bother of their practices. Additionally, they are never to call me again. Or, I will escalate this matter further.

    Business Response

    Date: 05/26/2022

    This customer's rental item was supposed to be returned to us on 12/22/2021. 

    The customer returned the item to us on 1/7/2022. 

    If a rental item is not returned on time, collection attempts begin. 

    Our system attempts to charge the card on file up to 4 times and if still unsuccessful, the customer is sent to collections. 

    The customer's shipment was not processed until 1/18/2022 due to volume of workload.  

    We apologize for the repeated calls from collections after the rental item was returned.  To avoid this in the future, the customer will need to create an end of rental quote on our website and return the item on or before the due date.  

    We will not be offering any financial compensation.  

M B S Direct is NOT a BBB Accredited Business.

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