New Books
Books-A-Million, Inc.Headquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I had placed an order recently order #*************, back on January 5th, I paid for the express shipping, item has never arrived I tried to email company, page never loaded, emailed support and got response that theyre busy with emails and to try the website which I did and got nothing page doesnt load. I still want my item only my shipping refundedBusiness response
01/18/2023
I have responded to the customer about the process via our ticketing system today through email. Please check spam or junk mail folder should it not come through the email address provided.
Thank you.
Customer response
01/18/2023
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
01/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went in to buy a book. At checkout I was told by the rep to pick 3 free magazines. I picked three and at the end of the transaction. I said this is free right? She then said well you have to cancel or we will charge your credit card. I said to cancel it. And she said its too late I already ran it. Was never told about being charged nor did I give permission to sign me up for a service. So now that I try to cancel my subscriptions, their website says they cant find my order. So Im assuming the store rep put my info in wrong, and I will get charged in 2 months because I cant cancel. I will have no other choice but to cancel my credit card and hurt my credit which could have life long effects. I want these subscriptions cancelled and I want to be compensated for my timeBusiness response
01/12/2023
We will be emailing this customer today to get more information and resolve this for him. If he doesn't see this within the hour, he should check his spam or junk folder. Thank you.Initial Complaint
01/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The website will routinely list items as "in-stock" but your status will soon change to "back ordered." The explanation I received is that the items that are showing "in-stock" are actually being sent to others with previous back orders. They cannot provide any information on when to actually expect the item they say they have in hand for you to purchase. This is very deceptive, and now I have to wait multiple days for the return of my credit. I would not have made the sale if it did not say "in-stock." This is the 2nd occurrence of such this month.I've attached photos of their website showing the product in stock and one of the chat transcript of their customer service rep explaining they don't have the product I just paid for.Business response
01/18/2023
The customer will receive a response through his email today. If he doesn't see it have him check his spam or junk folders. Thank you.Customer response
01/19/2023
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
01/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
In 2018, we opened an account with Books a Million. We cancelled this account in early 2019 (the earliest we could). We were auto-billed in December 2019. We called to cancel the account again and were assured that the account was closed. We were auto-billed in December 2020, called to cancel AGAIN, but were auto-billed again in 2021. We contested the transaction with the bank and we were successful. Today, December 30, 2022, we were auto-billed again, even though the account was originally canceled in 2019. Right now, I'm on hold with **************** (and have been for 30 minutes). The recording tells me I am #1 in line, but have remained on hold even though this business opened 30 minutes ago. Our expected wait time has been 1 minute for the past 15 minutes.Business response
01/18/2023
We want to resolve the BBB complaint for you but we are having difficulty finding your account. We will need more information to resolve this problem. We sent an email to you last Thursday , 1/12/2023. Please respond to the email so we can resolve this for you. Thank you.Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My order# ************* was placed on 12/11/22 and shipped by Books-A-Million on 12/13/22 with tracking number **********************. The package is still waiting acceptance by **** as of 12/14/22. Because of this, the package is either in BAM's possession or lost by ****. Their customer service is refusing to refund or replace the order because BAM's internal policy says that a refund or replacement can only be done after 14 business days. I was not made aware of this when placing my order. **** policy says a lost package claim can be filed after 7 business days which has occurred.Business response
12/28/2022
The policy for the 14 business days is listed on our shipping page. This timeframe gives carriers time to deliver the product before we replace or refund. We will send the customer an email today to let us know if he wants to do.Initial Complaint
11/30/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two books from Books A Million on 11/27. I didn't know the person didn't want that book and requested to cancel part of the order and replace it with a different book. Nothing. I then asked to cancel the entire order. Radio silence. They ignored me and shipped the order anyway without answering either of my support requests to cancel the order. I want a refund.Business response
12/16/2022
On December 9th, an email was sent to the customer "We could not cancel this item because it had already started processing, and our system would not allow us to do anything to stop the shipment. However, we can send a prepaid label to you via email, and once the items are in our possession, we can credit your account. Would you like to proceed? " There was no response from the customer. She will have to let us know what she wants us to do and has only 30 days to return the items which would be December 29, 2022. Once we receive the items, a refund will be applied since these are returnable items. We have sent the email again today.Initial Complaint
11/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I paid $127 for books. Their website let me upgrade the credit card, change billing address. I thought it also changed the ship to address. It did not. I immediately cancelled order from the website. Then I get told it's PENDING so I can't cancel. I call I get run around. It is only PENDING. Not being worked, not shipped. They refuse to cancel or at least put correct address on shipping label. I do have screen shots of emails and order info. Now about 24 hours later, I get told it shipped. And they want me to put return address. Label on and return it. I have NOT lived at ********************************* for OVER a year is an apt. I don't have keys to just walk in. I tried to call again. This time to a *******, and according to her own mou,their is no tracking number. So we can't even try to get it from whoever they use,UPS,FedEx,etc. Seeing how they refuse from the start to even try to help. I just want my money back. I even have 2 emails stating I have to wait more than 30 days. I shouldn't have to wait at all.Initial Complaint
07/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I subscribed to a free 3 month subscription of Time magazine, National Geographic, and Sports Illustrated. I recently cancelled all three yet I was still billed $24. Everytime I tried to call and get information I was cut off the line from any potential human discussion. Their records only indicate previous subscriptions from several years back. Not only did they bill me for a "free Subscription" they say they have no records of it and they will not allow me to dispute it. I realize it is only $24 however I am now worried they will continue to bill me.Business response
07/06/2022
I am sorry you are having trouble with the magazine subscription. A full refund may be requested within 45 days by calling Magazines for Millionaires Customer Service at **************. You should connect to a live agent. The refund has to be completed with this company who is very helpful. You may also view your account information ** **************************
If you are a new user, you will need to click "Create an account". After you have created an account, log in and click "My Subscriptions". You will then be able to cancel a subscription, change your address, change your billing information, or submit a case for customer service.
The Magazines for Millionaires Program allows anyone using a credit or debit card to choose up to 3 of their favorite magazine selections to sample risk-free for two months. At checkout, you select up to three magazines and agree to the terms of the offer.
Approximately 2-3 weeks after the magazine order is processed, you are sent a postcard in the mail citing the magazine(s) chosen, the rate, date, and amount your credit or debit card will be charged, along with the Magazine for Millionaires toll-free customer service number.
At the end of the 2-month trial period, the card used for the initial purchase at Books-A-Million will be charged the first of two equal semiannual payments for each magazine selection. Any concern regarding your account can be resolved by calling Magazines for Millionaires Customer Service at **************.
Many of your questions can also be answered here:
******************************************Initial Complaint
05/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I keep getting marketing spam emails from BAM on a daily basis, even though I unsubscribed multiple times by clicking their unsubscribe link months and months ago. Probably almost 6 months ago I began at least. It never works, and I am never unsubscribed. I would like to stop getting their unsolicited marketing emails.Business response
06/01/2022
I apologize for the inconvenience this has caused. Per your request, I have submitted the request to block future (non-transactional) INTERNAL emails from being sent, such as marketing campaigns.
Internal campaigns tied to your purchase (order summary, shipment notifications, etc.) will still be sent. If you receive any emails going forward, they will be from our internal team and will only occur if you shop or purchase with us. These types of emails are "transactional" because you have chosen to purchase or shop with us. These emails are exempt from the CAN-SPAM Act as you, the customer initiated the contact by shopping/purchasing.
This removal process will take up to 10 business days, so you might still receive emails that were in the queue. If you continue to receive any after the ten business days, please notify us immediately.Customer response
06/03/2022
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
05/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased “ Along Came a Spider” on line, Order **************. Size of book was different from description in ad and binding was not correct. Basically, item received was not as described. I called to arrange return of the book for credit or refund and was told refund was not available. This no refund policy was also not made evident in ad. I simply want a refund so I can get the book I thought I was receiving.Business response
05/16/2022
Our system did not provide the CSR the correct information at the time of the customer's contact with us. After further investigation, this book is a returnable item. I have escalated this to our IT department so we can find out what the problem is. In the meantime, one of our supervisors has sent the customer a pre-paid label with a tracking number on it. Once we have received the book back, we can apply a refund to the card the customer has on file with us.
I apologize for any inconvenience this has caused.
Sincerely,
Ms. *******
Sr Customer Service Manager
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Contact Information
Customer Complaints Summary
46 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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