Complaints

This profile includes complaints for Half Price Books, Records, Magazines, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Half Price Books, Records, Magazines, Inc.

  5803 E Northwest Hwy Dallas, TX 75231-6519

• 

  Half Price Books

  2642 Bethel Rd Columbus, OH 43220

• 

  Half Price Books

  100 Meadow Park Ave Lewis Center, OH 43035

• 

  Half Price Books

  4000 Oxford Dr Bethel Park, PA 15102

• 

  Half Price Books Records Magazines

  8118 Montgomery Road Cincinnati, OH 45236

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:02/17/2025

  Type:Delivery 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.

  My online orders are consistently canceled after *** has confirmed my orders. In some cases, my orders have been canceled days later. I could see this as a coincidental occurrence if it happened on or two times within a year, but this has happened at least 5 times within less than a year. At this point, this has become a pattern of history. On 2/14/25, I ordered 5 vinyl records online. I waited 2 hours with no electronic response through email to confirm my order. At this point the funds had been transferred but with no email confirmation. I thought there was an issue, so I called customer service. They stated, the order was flagged and put into a queue to be manually reviewed by an internal representative because the order (arbitrarily) exceeded $100. The supposed manager that I spoke to assured me that all 5 of my vinyl records had been processed with a shipping label attached and were on their way. He stated this after we went through my purchases that had been erroneously canceled in the past. He assured me that the previous 4 issues were just a coincidence. The next day, 2 out of 5 records were canceled I have been given a plethora of excuses as to why the orders were canceled that include:-They couldn't find the record.-The record was damaged.- Not sure what happened here - Our staff could be trained better.- Our online system isn't perfect.- Theft. Sometimes records are stolen from that store location.- Records are trickier to keep track of inventory-wise than books and dvds.I believe this company is realizing that they listed and sold these records without enough profit margin/priced incorrectly and are rescinding the sale, through online orders. I understand that they are in business to make money. I understand inventory issues. I understand loss prevention. I don't understand how you can lie to customers and get away with it. There is a problem with their online order fulfillment process.Thank you.

  Business Response

  Date: 02/18/2025

  We are sorry to hear about ******* frustration with his experience ordering from our website. ****** has placed 4 orders for LPs from our website in the last year, for a total of 17 items. Of those, we are happy to report that 12 items were successfully delivered. Our website lists items from our over 110 retail locations and two warehouses. These items are the same items that are available for sale if you come into our stores, allowing the ******* customer the chance to shop each stores unique inventory.

  As was explained on his phone call with our **************** team, sometimes between the time an order is placed on our site and the store can remove it from the sales floor to ship out, an in-store customer may purchase that item. There are also instances where someone may have stolen or misplaced the item that was listed for sale and the store becomes aware of this when they go to find it to fulfill the order. While we do take steps to update our inventory accuracy between the time it is first put out for sale, it appears from ******* experience that we are not meeting our **** on inventory accuracy for LPs. We will follow up with our *************************** to see what steps we can take to improve our inventory accuracy for LPs.

  Our systems are set up to try to find a replacement copy of an item that an individual store cannot fulfill. This attempt to find a replacement copy are the reason ****** *** not receive a cancelation notice for a day or two. In the case of ******* orders, unfortunately no other store has had a copy that could be sent due to the unique nature of the items he is ordering. Our systems are set up to immediately refund the customer for an item that is unable to be fulfilled, and our records show this has been the case for ******. We can assure him that these cancelations are not due to any attempt to deceive or cheat him but rather they are simply because the item he ordered has been unable to be fulfilled. We are happy to hear that ****** understands inventory and loss prevention issues and hope he understands that those issues mixed with the unique nature of the LPs he is purchasing from us are the explanation for the cancelation issue is reporting. 

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because a 70% online order fulfilment is not good business no matter how you attempt to reason. These "unique nature of items" is the reason that I'm attempting to purchase them.  As you boasted about the scope/size of your company, I find it difficult that you're unable to properly conduct inventory management. Either you're advertising a product that you are selling or you're falsely advertising a product. Much like a child that cries wolf, your actions have spoken louder than your words. Your response to my complaint is not only condescending, but it mirrors my initial concern. You are not conducting online business in good practice and your story is not truthful. 

  Business Response

  Date: 02/19/2025

  I'm sorry to hear you remain unsatisfied with our reply. We have been transparent with you in explaining what has happened with some of the items in your orders. You were refunded immediately upon our stores notifying us they were unable to locate the item you had ordered which is consistent to our policies stated on ******* and best practices for online fulfillment from retail locations. We can confidently state that your order experience is not reflective of the majority of our online orders which are fulfilled without issue. We have shared your concerns with our operations and online fulfillment teams for further evaluation regarding our online inventory management in the Vinyl category.

  Customer Answer

  Date: 02/20/2025

  I am rejecting this response because:   "We have been transparent with you in explaining what has happened with some of the items in your orders." This is a direct quote from your response. You have not been transparent with all the items, just some. These are your words, not mine. We cannot come to an agreement because you admittedly are not being transparent. 

  Customer Answer

  Date: 02/25/2025

  Although we are currently unable to reach an agreeable solution in the matter, I was willing to give the company another chance to potentially redeem themselves by placing another order in hopes that this order would hopefully be 100% fulfilled. However, I was completely wrong. On 2/24/25, I placed an online order for 5 items. My order was confirmed and the funds were pending. I waited over 2 hours for a response from Half Price Books to confirm the items were in stock and would be shipping. I then received an email from Half Price Books that my total order was cancelled. I contacted their customer service and was immediately transferred to a supposed manager. The manager stated that they would not process my order. I was told that they would not be processing any more orders that I would place. The manager would not comment any further, and then told me to "contact their legal team" if I wanted to place an order. 

  Why would I need to contact their legal team? Why would this escalate to a legal sense? Their actions seem a bit drastic and quite suspicious.

• Initial Complaint

  Date:01/07/2025

  Type:Customer Service 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.

  Good morning, these people are not professionals. ****** **** **** ******, ****, they should not be in business. **** told me don't even bother coming back to our stores. You'll frustrate yourself. What kind of customer service supervisor is this. I'll File a complaint with with *****************************, and I'll write to the ceo. So unprofessional. I see while they'll go out of business

  Business Response

  Date: 01/08/2025

  We are sorry to hear that Ms. **** remains unsatisfied with Half Price Books. Ms. ***** initial complaint was that an employee did not provide their name when answering the telephone. Ms. **** was further frustrated that the employees she requested were not at work when she called back to the store.

  Ms. **** has had the opportunity to share her complaint with the Store Manager, District Manager, **************************** and **************** Director. When sharing these complaints, she was thanked for the feedback and assured that management has followed up with the employees at the store regarding phone etiquette and that while individual employees may not be available to assist her, all of our employees are willing to help. While it is unclear what else could have been done to satisfy Ms. ***** expectations, we remain thankful for her feedback as it provides us with the opportunity to improve the experience for all customers at our stores. 

• Initial Complaint

  Date:12/07/2024

  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.

  Returned four books for refund due to damage and wear. The damage and wear were not disclosed in the listings on the Half Price Book site. Followed their procedures for refund. Books received by them, per **** tracking (see below). Their "customer care" team is now demanding that I sent photos of the damage and wear before they will issue a refund. There is nothing about sending photos on their site. Furthermore, as I pointed out to them, a HPB emplyee sent one of the books costing $100 in a plan gray plastic envelope -- with no padding and without a box. The book was damaged (and was also a book club edition, not mentioned in the listing). Per their policy, I am due the cost of the items, sales tax AND original shipping.

  Business Response

  Date: 12/10/2024

  I can confirm that Mr. **** received a full refund for the items returned. The refund was processed on 12/8/24.

  Mr. ****** returned items arrived at our processing facility on 11/24/24. We apologize for the delay in processing his refund during this busy time of year. Mr. **** did contact us asking for a status update on his refund and informing us that his return tracking showed the item had been delivered to our processing facility. In an effort to expedite the refund process for the customer, we did ask if Mr. **** could provide his return tracking postage and any pictures he may have taken of the damaged items. While we did not demand photos or deny Mr. **** his refund at this time, we could have done better at explaining the process and stating that providing this additional information would simply help us process his refund more quickly. Subsequently, our warehouse team was able to process Mr. ****** returned items and we processed his refund on 12/8 and notified him as such.

  Sincerely,

  **** ******

  Half Price Books

  Customer Answer

  Date: 12/10/2024

  I accept the response and resolution.  Half Price Books should stand by the policies ****** indicated on  their site.  

• Initial Complaint

  Date:06/23/2024

  Type:Delivery 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 order two books off *** on order number *********, and I only received one of the books. I ask *** to help intervene since they handle the transaction. Only for them to say they are waiting for the seller response in which they have not responded and just ignoring me. I like to send the book they sent me and be reimbursed for all issues with this transaction in which they breach themself and not trying to come up with a solution to solve this problem. I work at a **************************, and these books are for students learning. It's a shame that one of my students may have to go without a book due to no response to not sending the correct number of books order.

  Customer Answer

  Date: 06/25/2024

  This book is not coming to me, if you look at the **** tracking number it was delivered in ********, ******** not in *******, ** where my address is correct when I order the book to be delivered there.  **** delivered the item to the wrong house.  I should not be responsible for this because I had the correct address on it when it was order and never had this book in my procession.  Now I know that the book is not coming to me for good due to delivered at the wrong location by the **** fault.  

  Business Response

  Date: 06/27/2024

  This customer contacted us on 6/21 regarding the status of their order. We sent along the tracking information for both items the following day. We have been in ongoing correspondence with this customer throughout the week as they continue to claim we did not send the second item although we were able to confirm shipment and tracking information. Tracking information shows the first item delivered on the 21st and the second item was confirmed delivered yesterday, 6/26,within the promised delivery time frame of the order on Abebooks. If the customer wishes to return either item purchased or has other questions with their order we will work in accordance to the policies and procedures of selling on Abebooks.

  Customer Answer

  Date: 06/27/2024

  I am rejecting this response because:   They never communicated with me but only provided the wrong shipping information, until *** sent me the correct information, and the second book came from the post office yesterday damage in a plastic bag and the rip package along looks like the book got wet and pages are stuck together not fair or good in condition.  I cannot use this book; I was about to throw away and just not buy or communicate with this business and just let it go, but because all they do is lie and I see how they communicate with other customers on their reviews is a tragic business adventure that I hope soon go broke and close up until the owner grows up, communicate properly with their customers, and have their papers in order, and stop sending tracking numbers that are not correct and show delivery in a wrong location.  I believe that the owner could go back to business school and learn customer service skills because they are lacking in that area.  I bought several books with this company with no issues until now, and the way they treated their fellow customers I can see why people do not want to come back are even sell books to them for that matter. All, he had to do was apologize and try to work with me, I responded to him on *** if he looks at his messages, but I guess he has no time for that. The refund is not the issue anymore since I settle with ***, but I do think I'm owe apology, and he really needs to set down look over his records especially on *** where I communicate with him and learn to communicate properly with his customers.  Sad, a company treats not only a veteran who fought for his freedom and almost pay the ultimate price, but a person who is now trying to teach young children in a classical **************** roles on how to treat others in a fair, nice, and proper way, then the treatment I receive from this business.  If he can't apologize for this action, I will keep rejecting it, that's all I ask for right now to close this case, because he lost this customer and lost my respect on how he treats not only a customer but a combat military veteran. 

  Business Response

  Date: 06/27/2024

  We're sorry to hear that ************ remains unsatisfied with his order experience working with us. I have reviewed all 6 of the replies we sent him from his initial contact with us on 6/21 through the 25th. I am unsure why ************ continues to claim we did not provide him accurate tracking information as all e-mails sent include the accurate tracking information for the 2 items ordered, the second of which he confirms was delivered as expected yesterday. I am sorry to hear that ************ was not satisfied with the condition of the item he received. We will be happy to assist with a return in accordance with the return policies stated on Abebooks. 

  Customer Answer

  Date: 06/28/2024

  I have reviewed the business response and accept this resolution. I am going to accept the resolution, but I want the owner to understand that the first book he sent me was no tracking number and it came fast, because I bought two books from him, I thought that they would be sent at the same time.  The first book was no delivery confirmation and it show up on the 20th of June and completely shock me when the book was outside my door on the morning. I could lie and said I receive one book, but I'm not that kind of person.  I was confused because one of the books show a tracking number looking at my order and the other did not have one and I only received one book fast not knowing what was going on with the second book.  I contact them through *** and no response, but when I talk with ***, they told me to give him a two-day notice. When they send me a tracking number, the tracking number sent show the book that I order was sent to a door at ********, and I'm tried to figure what is going on, and if he looks at *** ****** he was contacted through *** and he did not respond to through *** like he supposed to, I do buy books from other people. If the person would have told me, we shipped the books in separate packages I would be fine.  The owner never responded through *** if we are following *** ******.  They refund me for one book already and apologized that the owner never contacts me through their system. If he checks **** on one of the tracking numbers he sent, he will see one of the tracking number show deliveries to a front door in *********  So, he does not have his tracking numbers in order.  This deal went wrong because he failed to answer questions because I was trying to research where this book is at.  *** saw me reorder this book from another seller, so that I can have a book for one of my students since I did not know where or what happen to second book.  *** replied and said that due to seller no response we refunded your book, send a correct tracking number and told me when it arrived. On June **************************************************************************** a machine and damage.  I can send this book if they want, with everything that I received from the post office to show the book was damage along a note from the *********** apologize for the damage book.  This could all be avoidable if the owner did the right thing.  I would of buy more of the same books from him if he handled the situation properly because I need more of the books I order.  Our school is growing, and we still used books which is one of the few schools using books since most of our other private school use resources from the internet.  Alot of bookstores are going under due to new technology.  You do not respond hateful on BBB because you think that you are a big shot.  I even left a phone number he could contact me through *** to even try to work this problem out.  I do have another bookstore now that I'm doing business with.  He could have sold a lot more books if he would handle the situation properly, but he missed a true customer who would have brought more business if he would have treated them properly than get rude and look at all the facts and responses through ***, most of this was misunderstanding that if he or she should investigate from all the response from all sources through *** could easily be handled, but he don't obey *** rules except their return policies.   But this business does not have to worry that I will never buy from them again. You really missed the **** on this one if you look at all facts and what was sent, why don't you look at the customer care form I uploaded and put in that tracking number and showed where that book ended up, you sent someone's else tracking number and that lets me know your house is not in order when you send the wrong tracking number to a problem that really went sour that did not had to happen.

• Initial Complaint

  Date:05/28/2024

  Type:Delivery 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.

  Hello, I am writing to you to formally lodge a complaint against ************ retail store regarding an item that I purchased but never received. Despite multiple attempts to resolve the issue directly with the store , I have not receive the item or a satisfactory response. details of the purchase are as follow: ORDER # ********* DATE OF PURCHASE : 05/13/2024 ITEM : BACCARAT ROUGE 540 EXTRAIT DE PARFUM 2.4 ********* neckless AMOUNT PAID : $483.33 On 05/13/2024 , I placed an order for the aforementioned items through ************ website . the estimate delivery date 05/17/2024 but I only received the neckless as it was dropped at my mail box and we do have a key. The pictures I'm sending to you it says item 1 of 1 and it shows only grand total of $38.67 for the neckless. I contacted them right away to notify I only received the neckless but not the perfume on 05/17/2024 as of today's date the shipment of replacement is still arriving from **** as of today's date 05/28/2024 I have not receive the item . I have contacted customer service multiple times via chat , phone since 05/17/2024 , but i have not received satisfactory resolution . Each time , I was either given vague assurances or no response at all. Due to the lack of resolution from ************ , I am seeking your assistance in this matter . I request that ************ to issue full refund o the amount $418.50 plus tax at the earliest convenient. Attached to this letter , please find copies of the order confirmation and any other relevant documentation for your review .I appreciate your attention to this matter and look forward to a prompt resolution.thank you for your assistance. best regards,*****************************

  Business Response

  Date: 05/31/2024

  This complaint has been assigned to the wrong business, we are Half Price Books, not Bloomingdales.

  Sincerely,

  *********************

• Initial Complaint

  Date:05/07/2024

  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.

  My husband and I have purchased several books on line and they are routinely advertised incorrectly as signed books when they are clearly not. When contacted they refuse to pay return shipping for the refund on the return. This error of misidentification of the book being signed and advertised as such occurs too often to be just an oversight or error.

  Business Response

  Date: 05/16/2024

  Thank you for taking the time to let us know about your experience shopping our products on Abebooks.com.I have gone through our order records and see the 3 orders you have placed with us this year and the subsequent returns youve made. I can also see our teams correspondence with you explaining the return policies in place on abebooks.com and the subsequent refunds weve provided on the first two returns you sent back.

  
  I want to reassure you that we follow all Abebooks.com policies and procedures for returns. As such,we issue a full refund upon receipt of returned items. If you initiate a refund with *** stating the item you received was not as described, you will receive a refund for the return shipping as well as your purchase once we have received the item back. Any other concerns with **** return policies will unfortunately have to be addressed with Abebooks.com.

  
  I am very concerned that you ordered 3 items listed as signed and upon receipt they were not signed. I have been in discussion with our Online Sales Manager and our IT team to determine how this would happen. We do list hundreds of thousands of titles to sell online and it is possible that an error would occur at the listing location or in our data uploads that would result in an item accidentally being listed as signed when that is not the case. That said, the frequency with which you experienced this is above the acceptable threshold for standard employee error or random glitch.

  
  As such, we are currently going through the entire system that lists our items on Abebooks.com to determine what could be the cause of this. I want to thank you for bringing this to our attention. We hope to identify the cause and rectify it in very short order however I did not want to delay responding to you until it was resolved. I will happily provide you an update when we are confident the issue has been addressed. In the meantime, if you are interested, you can shop with us on our own website, HPB.com, where we have a curated Collectibles section that includes detailed listing information and photographs confirming the status of the items for sale.

• Initial Complaint

  Date:03/31/2024

  Type:Customer Service 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.

  Hello I am attempting to recover my wedding rings which fell off into the *** dumpster as a fault of my own stupidity for trying to save books for my classroom from the garbage. The employee who asked me to leave did so very rudely, which I respected. I went back later to try to find my rings and the same employee would not have compassion on the situation to allow me to search for my rings and called security. I am begging that someone with more power than that employee allow me to search for my mothers wedding ring before the trash is picked up. You can watch me the entire time to see that I am simply trying to get the most sentimental item to me back on my finger. Please reply ASAP as the dumpster could get emptied and my rings would be forever lost.

  Business Response

  Date: 04/03/2024

  We are so sorry to hear about your lost wedding ring in our dumpster. Unfortunately, we are not able to allow people into our dumpsters for safety and insurance liability reasons, which is why the employee who spoke with you asked you to leave and did not allow you to re-enter the dumpster upon returning to the store. As was mentioned in our reply to your e-mail, we were able to confirm that the dumpster had already been emptied by the time we heard from you in customer service on Monday, however again we would not have been able to approve access to the dumpster for the same legal and safety reasons. We are very sorry for this regrettable incident.

  Customer Answer

  Date: 04/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/23/2024

  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.

  My daughter has a learning disability. She went to to ********* ** location to try and trade in 100 worth of what I paid for unopened CSI NY season disks. They gave her a dollar and stated that their shelves were full. Disgusting. She loves to read and they hurt her.

  Business Response

  Date: 04/01/2024

  We are sorry to hear about the unpleasant experience this customer's daughter had selling to our ********* location. We did have the chance to correspond with them about their offer outside of the BBB complaint. Our offers are all based entirely on the supply and demand of the items brought in to sell to us. We look at how many copies of an item we have in stock and how well that item has sold for us historically throughout the chain. I understand the disappointment they experienced when something they had purchased for such a high price did not generate a higher offer. With DVD TV seasons, unfortunately we have seen a sharp decrease in their resale value as more consumers have moved onto streaming services. As with all offers made at our buy counters, the customer is encouraged to decline our offer and hold onto their items if they are not satisfied with the offer they receive. We again apologize for any hurt feelings that resulted from this offer and have reviewed with the District Manager and Store Manager the best procedures for explaining these sorts of offers when they occur however we do stand behind the offer given based on our supply and demand.

• Initial Complaint

  Date:02/04/2024

  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.

  Shipped $400 hard to find collectable book in a bubble mailer. Book was obviously dropped in shipping. Both bottom corners were dented, leather peeling on one corner, gold gilding on pages scratched and spine loose. Each in its own is considered major damage to a collectable book and if were present prior to shipping should have been disclosed and photographes provided. Book was described as tight binding with no marks. Sent pictures and told the damages are not sufficient and fall under their guidelines for used books. Requested a claim be filed for damage but HPB will not file claim nor compensate for damage and if I want to return wants me to pay for shipping. I do not want to return but not paying full price due to their negligence in their poor shipping practices. Same order as above but shipped separately - Book described as no damage of any kind. Book has a filled out nameplate stuck to it. Again told it falls under their guidelines for used books. If I want to return I have to pay shipping.

  Business Response

  Date: 02/09/2024

  Hello-
  ******************** has been a fairly regular customer of ours over the last few years, primarily purchasing collectible books from our website.******** has occasionally ordered items and been disappointed with the condition they are in upon arrival. We appreciate that ******** always provides detailed photographs of the condition concerns he has upon receiving the items.Often, these items are consistent to the condition guidelines stated on our website here: ********************************************** not labeled otherwise should be assumed to be in good used condition which does include some bumping, markings, etc. That is the case with the recent order in question.
  When someone receives an item from us and is not satisfied with the condition of the item, they are free to return those items to us for a refund. The details of our return policy are clearly stated here: ****************************************** paying for return postage, this is both clearly stated in our return policy and has been reiterated to ******** several times over the years. While we have been able to provide postage for ******** as a token of good will, the frequency of ********* return requests and our confidence in the condition of the items pictured in this order, necessitates we follow our company policy and require ******** to provide his own postage to send these items back to us and receive a refund.
  Because ******** has purchased from us regularly and been through the return / refund process regarding his dissatisfaction with the condition of some of the items hes ordered, we believe that he should have a good idea of what sort of condition we consider to be good and what he can expect when he orders from us. We apologize that our condition standards do not always meet his standards and expectations and wish he lived close enough to one of our retail stores where he could peruse these items in person to confirm the condition is to his satisfaction before ordering. Going forward, we welcome ******** to continue to shop with us but will be following our return policies and procedures for all orders.
  Sincerely,
  *********************
  Customer Service Director
  Half *********************************************
  
  

  Customer Answer

  Date: 02/09/2024

  I am rejecting this response because:   

  Yes I have ordered $1000's of dollars worth of collectable books from this business and on many occasions (not all)  have had books arrive not as described or having omitted important details that effect the value of such books. For instance with this order, Blade Runner 2 was described as "no damage whatsoever" and in fact it had an attached nameplate sticker with the former owners name. This is considered damage to every ************ collector and is grounds for return on every other online business that sells these and fails to disclose this undesirable flaw. This sticker alone can render certain titles worthless and as a company that deals with books as their sole specialty they are fully aware of this and are trying to blanket such things in there acceptable used conditions. This is immoral and basically an attempt to offload such books and I should not be expected to pay for shipping either way.

  Another example was of a book that was pictured and described as brand new sealed. The book I received was not sealed. This caused some back and forth but ultimately I let it go and kept the book with no compensation other than to return it which I did not want to do. In hindsight maybe I should have.

  As for the others, yes on numerous times I have received books that from their descriptions state no damage and their online photos show this. But when the book(s) arrive they were damaged in transit due to the incompetent packing they use. For example they would send a couple books I paid $100 or more with no protection thrown in a box that could easily hold 5-6 books with either no packing material or a single sheet of paper.  Another time a set of about 10 books sent in an old, oversized, used, unstable box again with no books wrapped for protection. This causes the books to fly around in these oversized boxes causing scratches to the leather, corner bumps and damage to the pages themselves. This has happened in several occasions and everytime...EVERYTIME I call I point this out as well as send pictures showing the poor packing. On this occasion a similar instance occurred where I purchased a $400 highly collectable book (which I had a 10% off coupon). The photos and description showed no damage nor mentioned any damage (which when I received had major damage that any reputable business selling collectable books would have mentioned especially at this price). This $400 book was shipped in a standard bubblewrap mailer giving it no extra protection that a book of this value should of had. Because of this the book that was now paid for and mine was damaged in transit because of this failure to protect my book. Two of the corners now had major highly noticeable bumps, the gold gilding in the same area had been scratched as well as the pages creased. This book was dropped and since it had no proper protection was now damaged reducing its value. I paid for this book so it is now considered mine and I should not have to return it but because they failed in their duties to ensure its protection I should be compensated. 

  If tables were reversed and I sent this, or any other book for that matter,  back to them using insufficient packing to ensure a safe delivery and it was received back to them with such damage I can assure you they would not hesitate to deduct for the damage.

  Looking at other complaints about this company there are many who state the same as I do about the poor way they ship their items so to turn around and make it sound like I am trying to undermine their pricing and trying to somehow get a better price  is not only insulting but downright fraudulent and borderline defamation of my character. 

  I expect whatever I buy anywhere to match its condition when received and expect the seller to make all attempts to ensure it is safely sent to me. Half Price Books continues to fail on both time and time again.

  Business Response

  Date: 02/09/2024

  Were sorry to hear that ******** remains dissatisfied with our policies and procedures. We have already and will again share his feedback regarding packaging and listing details with our stores and operations teams. Because we deal with so many books from so many stores we find that more general descriptions meet the needs of the majority of our customers. We wish that by having shopped with us over the years ******** was satisfied with our listings but we understand from his message and pictures that his expectations regarding condition are not the same as our own. We do not believe nor are we accusing ******** of trying to undermine our pricing or anything along those lines, we are simply stating that we will continue to extend the option to return any item purchased that ******** or any other customer is not happy with in accordance with our posted return policy. 

  Customer Answer

  Date: 02/09/2024

  I am rejecting this response because:   

  Again, they fail to acknowledge that 

  1:Blade Runner 2 - Description states  no damage whatsoever but had attached sticker which is considered damage. This description supersedes any used book condition since it specifically stated there were no such issues that *** or *** not be present. (Screenshot submitted of description) 

  2. Ready Player One - Described tight binding, no marks. Although pictures show no such damage, if it was present this description was false and again states that it is better than acceptable conditions that they are blanketing on all their books. (Screenshot submitted of description) 

  Response also fails to acknowledge that this book was damaged during shipment due to improper packaging and continues to say that no matter its condition when you bought it they are not going to be held responsible for books damaged in shipping but instead are saying if damaged in shipping refer to our acceptable used book conditions. So basically regardless if it was in perfect condition when we sent it but because it was damaged in shipping, well that damage now falls under their acceptable condition clause.  In what world does that make sense? They sold me, in their words a book with tight binding and no marks only to have me now received a book with a loose binding and several marks from damage in shipping. 

  I would like to add that there was a 3rd book for $200 purchased on this order and it arrived in beautiful condition and as described. Most likely because it was shipped with care and in a manner to protect it in the best possible way from damage unlike Ready Player One and others in the past.

  Again I am requesting to return the book with the attached label at no cost to me as well as  fair compensation for the book that was damaged in shipping due to improper packaging. If it is going to be their ongoing practice not to package high ticket items properly then they should consider insuring such orders for reasons such as this instead of hiding behind their blanket acceptable used book conditions, which I must again point out is no longer valid if description states otherwise. 

• Initial Complaint

  Date:11/21/2023

  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.

  Made a purchase from this company through Amazon on 07/13/2023 in the amount of $24.06 which has never arrived. Contracted Amazon to track and was told to contact **** who opened up a search case which has taken place over the last few months, and was recently closed as they have given up locating the package. Contacted the seller on 11/18/2023 and was told that their business goes by Amazon's return policy and return window which has closed. I understand all this, but how do you return something that you never received and as I mentioned I was at the mercy of waiting for ****'s search. Please assist with this issue.

  Business Response

  Date: 11/21/2023

  Thank you for contacting us. As a general rule, we follow all aspects of Amazons return policies and procedures for items sold on their site. That includes that the seller is not responsible for items lots by the mail carrier and all return requests must be done within a 30 day window. We agree that in this instance Amazons policies are unnecessarily restrictive. As such, we have processed a refund for you through Amazon. This refund should show up on your account in the next 3-5 business days.