Alibris

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Hello, As I mentioned in my last response to the business, I did not get the refund from Alibris as they have alleged in their responseHowever, on May 26, 2017, I filed a claim with PayPal for not receiving the item in question and as a result, I was issued a refund for the disputed amount on the same day Thank you very much, I appreciate your help Best regards,

Complaint: [redacted] I am rejecting this response because I did not get the refund as the business allegedToday is 5/15/and I'm still waiting for the refund to show on my account but to no availSincerely,

The customer has since advised us that the items arrived: "Yes, ironically the books arrived via USPS todayThe date on the postage label says Sept18, I'm assuming that's the date that they were shippedIt was a frustrating experience, however, I am happy to finally have received them as they were purchased for a giftThank you for following up."

As regards Case #: [redacted] , the customer also left a Revdex.com review (which we were notified about and to which I responded back in February)We also responded directly to the customer to apologize for the late response, the seller's lack of tracking for the order and to confirm that she had been refunded

Complaint: [redacted] I am rejecting this response because alibris is failing to comply with [redacted] 's terms of service and a refund is neither part of the terms of service nor acceptable to me [redacted] 's terms of service are very [redacted] In this case, the seller listed an item on [redacted] , I purchased that item, and thus we entered into a contractWe are both expected to honor that contract" [redacted] ***"What alibris is doing very clearly violates the terms of service I expect alibris will follow the terms of service and deliver the item for which we have a contract at the price I paid in the condition they advertisedA refund is unacceptable to me and not allowed by the terms of service, which clearly state that both alibris and I have entered a contract and that we are both expected to honor that contract Sincerely, [redacted] ***

I'm sorry for the troubleThis order has now been processed as lost in the mail and the order refunded in full

According to the US Postal Service, the delivery of the second item was attempted and could not be completed: Tracking Number: [redacted] Alert Your item was returned to the sender on September 11, at 3:pm in [redacted] because the addressee moved and left no forwarding address Unfortunately, we don't have any control over the US Postal Service's delivery serviceSince the seller has also not received the item back, our only choice is to process the order as lost and refund it in fullThe first item in the order was not shipped with tracking, so there's no indication of it being delivered eitherThe only option is to refund the order in full, as we do not have replacement copies of the books to send out at this timeI'm sorry for the inconvenience

Complaint: ***I am rejecting this response because the seller continues to violate ***'s terms of service and their contractual obligation to me to deliver the book I paid for and for which they accepted paymentIt is immaterial that they do not currently have a copy of this book at this price and in this condition; ***'s terms of service do not have an exception for claiming that a book that was sold is no longer in stockInstead, ***'s policy is crystal clear: "When a seller lists an item on ***, and a buyer purchases that item, the seller and buyer have entered into a contractBoth members are expected to honor that contractIn accordance with that contract, the seller may not fail to deliver an item for which payment was accepted."
Similarly, ***'s policies do not allow the seller to unilaterally abrogate the contract and send a refund.
alibris can easily fulfill the contract they agreed to by purchasing one of the many identical books for sale on *** and sending it to me.
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***
After filing a claim with PayPal, PayPal issued me a refund, not AlibrisI encountered continuous problems with Alibris claiming the refund had gone through when it hadn't and failure to respond to my messages to them in a timely manner
At this point, because of PayPal's actions, I consider the matter resolvedBut the record should reflect that this was not due to Alibris' actions.
Sincerely, *** ***

Initial Business Response /* (1000, 5, 2015/09/14) */
My apologies for the trouble and inconvenience this seller's cancellation caused for youWe do appreciate your business and we're constantly working to minimize issues like this, but I know it's disappointing when they happen
Each listing
we offer represents a specific copy of an item on our shelves, and since we sell on a number of marketplaces, sometimes we're not able to update our account before multiple sales are made for the same item
Our records show that this order was refunded in full on AugUnfortunately we are not able to send a replacement without a new orderMy apologies again for the trouble!
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are saying multiple people can all buy one itemIf that's the case they need to change there format drasticallyHow can many different people buy the same item (only one copy)? They can'tI see this as an obvious case of advertisementAnd because of this advertisement, I was forced to spend times the amount of money so my son could have his college text book by the deadlineThis company has hurt my financial situation considerably and is offering no consultationThey are simply explaining what I already know which is they have a severely flawed system and buisness practiceBecause of there pratice I had no choice but to spend dollars that I couldn't afford to spend and they simply say sorry! Try again! This is unacceptableI believe I should be at least reimbursed my lost money and so should any other unsuspecting customer who has been tricked and as a consequence lost moneyA truly shady buisness deal and I (the little guy) am the only one sufferingBesides my son the freshman in college who was beyond worry over this of course
Final Business Response /* (4000, 9, 2015/09/21) */
I'm sorry for the trouble with this orderSince our sellers often list items across many platforms, they will sometimes receive an order for the same copy from a couple of different people at onceThis is very rare, but it does happen from time to time, especially during high seasons like Back To School when particular titles may be in demandWhen the seller received this order they realized the copy they had had already been sold, thus the order was canceledThe order has been refunded in full to the customerThank you for your patience
Final Consumer Response /* (4200, 11, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are offering no resolutionThey are simply saying what I already knowThis buisness practice (problem) of there's actually cost me money and I'm sure it's hurting other people as wellIf they don't want to compensate me that's one thing but to continue this flawed buisness practice is completely crazy to meI happen to be a small buisness owner and I know I would find a solution to this if it were my problemThis is not just a minor inconvenience, THIS IS COSTING REAL PEOPLE MONEY AND HARDSHIPFigure it out

Unfortunately, it looks like the customer was treating with the seller directlyThe persons mentioned in the customer's complaint do not work for Alibris, but likely for the sellerWe only received one email directly from the customer about this issue and it was before the item had arrived
requesting delivery informationThe return has now been pushed through, although it sounds like the seller never received itA full refund for the order has now been processed to the customer's credit card

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

The customer's refund was processed for the item amount on June and for the shipping costs separately on June The customer has been refunded in full now

According to the tracking infor***ion for this rental, the item has NOT arrived at the seller's location yetThe hard return date was May 26, which is why the residual cost for the book was charged to the customerThe customer was advised to contact the seller directly who handles all rentals

As regards Case #: ***, we responded to the customer directly about this particular order on April (Our CRM incident number Incident #***)

Initial Business Response /* (1000, 5, 2015/10/26) */
I'm sorry for the trouble with your canceled orderIt was shipped to our freight forwarding center but the order was never marked shipped on the seller hubSince we require a response within business days, the order was automatically
canceled when we didn't receive oneThe book will be returned to you by our freight forwarding companyAlso, I don't see that you contacted us about this issueWe would have explained the situation to you directly had we received any contact from you
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Alibris said they would return my book which they acknowledge they receivedALIBRIS HAS NOT RETURNED THE BOOK AT THIS LATE DATEThe tracking number from the USPS also shows that Alibris received the bookAlibris says that they would send my book to me (hopefully with my shipping expenses and the insurance)ALIBRIS HAS NOT RETURNED THE BOOK days or more after they received my Revdex.com complaintIn their response to my complaint, Alibris has stated falsely that (1) I never reported the book as shipppedThe truth is that the tracking number is reported on the so-called Alibris seller hubSecondly, the book was cancelled the same day I shipped itAlibris should have had a mechanism to abort the cancellation if I shipped the book to them on the second day after the buyer receives an orderOther companies (eBay, Amazon, etc) mark a book as shipped as soon as a seller buys postage on their shipping web pageAlibris states they would have explained their position if I had contacted themWell, I did indeed contact them and demanded that they return the book or pay for it, of which they did neitherShame on Alibris for these provable liesThey also have a policy of charging your credit card $for the second year and subsequent year for being a seller in their programI have been so chargedI demand my money back for their policy of continuing in their program without the card holders permissionAs I said Alibris has not returned the $book + shipping + insurance as they said they would and forced me to write this long response after their reply to the Revdex.com
Final Business Response /* (4000, 9, 2015/11/11) */
I've checked with our warehouse and with the BWB freight forwarding warehouseNeither has any indication that the book ever arrived there, nor that it is being returnedRegardless, I've credited you for the sale now as a courtesyI hope this helps

The customer has been refunded in full for the lost item

Initial Business Response /* (1000, 7, 2015/10/21) */
Hi ***,
It looks like we responded to your most recent email on October to let you know that we'd refunded you the balance of your refundYou should have received that refund by now, so please double check with your credit card company
directlyI'm sorry for all the trouble
Initial Consumer Rebuttal /* (2000, 9, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refunded my money

As regards Case #: ***, the customer returned the item and it was refunded in full to her on March The seller had initially denied the return, but it was accidentalSubsequently, and upon receiving the returned item, the refund was processed in full