Betterworldbooks.com- REDEMPTION!

[cntrymoon2]

EDITED TO ADD: After being pretty let down by the form letter response, I got an email from the Customer Service Manager who bent over backwards to make it right for me. She really took her time to write a long email explaining what might have happened with some of the books, and she seemed genuinely concerned that I had such a cruddy experience. YAY for a positive outcome and perhaps a double yay for a new place to buy books!

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I was so excited to have found a replacement used book source since BHFO closed, but I just received my first order and I'm so bummed out at the poor quality! Books that were sold as Used-Very Good condition came full of stains (even big chunks of food stuck between the pages on one of them). They are lots of library copies that have chew marks and pencil marks all over them. Two different activity books had parts and pieces missing, and one had been entirely completed by another child and then was sold as Used Like New. What the heck!! I guess I was spoiled by BHFO books always being in great shape, but these were seriously dirty enough I would have passed them up at Goodwill.

Such a bummer. Just sharing my experience as a warning to others out there. I would say maybe it's a fluke, but I ordered close to 30 books, and only about 6-8 of them are in the condition that was represented.

[elbenn]

I just got a few books from them and they were all fine. I did get a few books in a previous order that were a little worse than described, so I guess it just depends. BHFO Books sold mostly overstock books that were new, so yes, those books were way better!

[roseyloxs]

I would write and let them know. If they are stamped with what library they came from that would probably be useful to them too so they can address the issue. I ordered about a dozen books a couple of years ago and they were all fine. Looked like a basic worn library book.

[cntrymoon2]

I would write and let them know. If they are stamped with what library they came from that would probably be useful to them too so they can address the issue. I ordered about a dozen books a couple of years ago and they were all fine. Looked like a basic worn library book.

I'm definitely going to call in the morning...hopefully they will have good customer service.

[indigo99]

I'd contact them. I've ordered from them several times and only had issues with a couple of books. They were quick to send out a replacement or give me a refund on those though.

Yes, I do usually have to wipe down the books that I get, but I think that they're mostly donated books so that isn't surprising.

[Better World Books]

full of stains (even big chunks of food stuck between the pages on one of them).

Hi cntrmoon2,

Better World Books here. I'm really sorry about your order, and I wanted to help you get in touch with Customer Care to get it worked out to your satisfaction. Our books should not arrive with "chunks of food" of any size!

If you can let us know your order number(s), we'd be happy to look it up and make your order right for you. We certainly don't want to leave you with a "yuck" experience!

[Melaine]

Hi cntrmoon2,

Better World Books here. I'm really sorry about your order, and I wanted to help you get in touch with Customer Care to get it worked out to your satisfaction. Our books should not arrive with "chunks of food" of any size!

If you can let us know your order number(s), we'd be happy to look it up and make your order right for you. We certainly don't want to leave you with a "yuck" experience!

I was going to say I had a concern with part of my last order and customer care rectified it quickly and cheerfully. I was more than satisfied and will certainly shop with them again!:jammin:

[cntrymoon2]

Wow! This is the response from Betterworldbooks.com. I don't think they even read my email! The short version is that out of 35 books ordered, at least 14 were definitely misrepresented and 4 more were really questionable. They offered me 20% off one book (???). I was pretty impressed that they bothered to make a profile on here and reach out for customer service, but now I'm just insulted. My original warning stands- I don't think it's a coincidence that half my order came in worse condition than described. I wouldn't recommend this company.
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THEIR EMAIL:

Hello,

I am sorry that the book did not arrive in the condition you were expecting. Unfortunately, your book was not graded accurately.

If you can still use the book and wish to keep it we will refund you for 20% of your purchase price. Alternatively, if you have no use for the book we will refund your order in full. Simply return the book to us.

Please use the following link to print return postage at our expense:

[removed link]

If returning, please insert a brief note (including your order number) reminding us of the reason for the return. Once we receive your return, a full refund will be issued.

Again, I apologize for this inconvenience. Please do not hesitate to contact us should you have any questions.


Regards,

Mike
Customer Care
------------------------------
MY EMAIL TO THEM:

Hello,

I recently placed my first order with Betterworldbooks.com, and after
receiving my books, I'm so disappointed. I have ordered used children's
books online for years with other companies, and overall had really
positive experiences. I'm certainly not bothered to have to wipe down a
dirty cover, or re-glue some binding that's coming loose, or even erase
pencil marks. Please understand that I don't think I'm overly picky, and
I've never had to write to other companies with a complaint like this!

Because it was the first time I was trying your company, I made sure to
only order Good condition or above. I stayed away from all books in
Acceptable condition. However, I think the condition of the books I
ordered was grossly misrepresented. My understanding from reading your
Condition page (https://support.betterworldbooks.com/index.php?/Knowledgebase/Article/View/12/0/whats-the-condition-of-this-book)
is that I should not have received books with significant writing, missing
parts, food and debris inside, or significant damage on the cover. Out of
35 books, 14 were in what I can only describe as Acceptable or Poor
condition. An additional 4 were questionably passable as a Good rating
(for example, some writing throughout the book in marker or crayon).
Another book sent was a 25 year old edition of a child development book
(obviously severely outdated) even though the product page pictured the
newest edition, so I assumed that's what I was ordering.

I posted on my online mom's group where I found out about your company and I was contacted by someone in your customer service department telling me to get in touch with Customer Care to let you know about my experience. I wasn't sure how much detail you wanted or needed, so I went through each
book one by one to let you know about the problems I ran into. Finding the
issues below in any one or two books out of my order wouldn't have bothered
me- even the food chunk! I would have chalked it up to the price of buying
used books. But the sheer number of books that were in bad condition
concerns me- it doesn't seem like it could be a coincidence that I received
so many bad books.

*I Loved You Before You Were Born*- writing on pages in pen
*I Love You Mommy*- extensive writing on cover and inside pages, in pen
* What Grandmas Can't Do*- Crusty food inside, stuck between pages. Yes,
seriously- someone's leftover noodle of some sort? Gross!
*In Grandma's Arms*- Dried leaf and grass bits inside
* I Love You, Grandma*- sticky substance on pages, two pages stuck together because of whatever the sticky stuff is
*The Berenstain Bears Go to the Doctor*- Cover bent in half to the point
that it can't lay flat anymore (This was listed in Very Good condition)
*Sticker Fun: Dinosaurs*- This is a sticker activity book- the whole point
of the book is to place the stickers to complete the pictures of dinosaurs-
EVERY SINGLE sticker was used and already placed in the book. It is like
sending someone an activity book with all the worksheets filled out.
*Blue's Clues Preschool Skills with Other and Flash Cards (Nick Jr. Blue's
Room (Learning Horizons))*- 30% of worksheets were already completed and/or scribbled on with marker and crayon
*Pop-Up Jungle IQ-* Some of the Pop Ups were so ripped and bent that they
no longer worked- this was sold in Very Good condition.
*Blue Is My Name: My First Preschool Ready To Read Level 1 (Blue's Clues
Ready-To-Read)*- Multiple sets of animal teeth marks/bite marks on cover of book- like a dog or cat got to it.
*Blue's Clues:* Cover and pages are filthy- so dirty that I think this book
should have been sold in Acceptable condition
* Wipe Clean United States Activity Atlas (Wipe Clean: Let's Learn Activity
Books)*- Dry erase marker missing, and stars are drawn all over multiple
pages in ballpoint pen
*Your Three-Year-Old: Friend or Enemy*- a 25 year old edition was sent (!!)
If the person reading this has kids, I'm sure you can understand why a 25
yr old child development guide is too outdated to be helpful. I couldn't
find anything on your page regarding a guarantee that the edition pictured
is what is sent, so this one might just be my mistake, but I do think it's
shameful to send such an outdated book when the customer is clearly
ordering the book that is pictured.
* Sticker Activity Fun Dinosaurs (Play Learn Sticker Activity Fun)*-
extensive writing inside with markers
*Dino IQ (Smart Kids)*- The giant Dino poster is missing, book is incomplete

If you have made it this far, thank you for reading my mini novel about my
experience with your company! As I said before, I'm so bummed to not have
found a new source for used books, I had really hoped to place lots of
orders from you.

Thank you,
XXXXX

[elbenn]

Maybe they are offering 20% off for each book that was misrepresented?

[cntrymoon2]

Maybe they are offering 20% off for each book that was misrepresented?

Maybe? But to me it looks like my email was completely disregarded and a form letter auto reply was sent out. And I think that's pretty poor service after my experience.

[Better World Books]

cntrymoon2, sorry that the response came across as a little aloof. We've escalated your ticket and the Customer Care manager will be contacting you shortly via the email address associated with your account.

(We'll quit bugging you here, just wanted to give you a heads up that we haven't given up on making your bad experience better.)