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          Business Profile

          New Books

          Books-A-Million, Inc.

          Headquarters

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in New Books.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            03/30/2022

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unresolved
            $21. 59 x 2 = $43.18 on 3/9 and 3/24, paid via C/card in Store

            Business response

            03/30/2022

            The customer needs to contact us at support@booksamillion.com and provide a more thorough explanation on what happened with his order and was it resolved as well as how his request pertains to Ms. ********. Additionally, Volume 4 is out of stock.

            Customer response

            03/30/2022

            (The consumer indicated he/she DID NOT accept the response from the business.)
            I have contacted customer support and they only say. 'we can't do anything.'!!!!! If volume 4 is out then send 5 or 6!! You have my explaination. First order had incorrect mailing address, 2nd order employee used wrong e mail for me to track. Sending me back to customer support is actually passing the buck. NO I DON'T ACCEPT THEIR POOR OFFER.

            Customer response

            04/01/2022

            please mark RESOLVED

            Business response

            04/01/2022

            We ask that the customer not contact us because of the foul language used with the store associates and the customer service representatives. I will follow up with an email on our next steps regarding this account.

            Customer response

            04/04/2022

            (The consumer indicated he/she ACCEPTED the response from the business.)
            Ms Renate ******* has offered to send Ms ******** Volume 4, Dark Towers, free, as I requested. she has supplied me with a confirmation and I'm happy. Please consider this closed.

            Customer response

            04/05/2022

            have spoken 4 times with store Manager , ****, it's all "hear say"!!!! He even admittted they have no proof. The proof is BAM messed up every order, first one, bad address, second one, used incorrect e mail, third order, used bad cell number for me. I want those ill comments removed if not, since anyone can see Ms ******* ******* lying comments, it's to a point of deflation of character. I do appreciate BAM sending third book at no charge, but did not have to lie about conversations. That would make anyone mad. Please withdraw my request to close until those remarks are removed

          • Initial Complaint

            03/21/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            On 1/19/22 I prepurchased a Funko Pop Album from booksamillion.com for $21.38 (including tax & S&H) on order #XXXXXXXXXXXXX. Lately I've seen it for sale everywhere but no item from BAM. On Thursday 3/17/22 I sent an email complaint of this to BAM. On the same day I ordered the same item from **************. On Friday 3//18/22I received an reply from BAM stating that they had no idea when the Funko Pop would be released from the factory. I responded back that this was unacceptable. On Saturday 3/19/22 I received my package that I ordered from ********* just two days earlier. The same item that I have been waiting since January for BAM to ship. They were quick to get my credit card info but that has been all that they have done. Poor service, poor customer service just a nightmare of a company to deal with. I have not heard back from BAM after I told them that their excuse was unacceptable. They have my money and credit card info and I have NOTHING!

            Business response

            04/05/2022

            Business Response /* (1000, 5, 2022/03/24) */ I apologize for any inconvenience this may have caused. The entire country is in a "supply chain" backlog. Inventory is out of everyone's control right now. Since the customer has already received the item from another vendor, we have sent him an email asking if he would like to cancel the order he has with us. Additionally, we don't charge until the item ships. What the customer is seeing is a pre-authorization charge. Thank you. Consumer Response /* (2000, 7, 2022/03/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's bad that I had to go to the BBB to get this resolved. Upon doing so, I learned that it's common for BAM to accept orders and not fulfill them. I've read so many of the same type of complaints. The only ones that seem to halfway get their complaints resolved are the ones going to the BBB. These complaints were happening even before Covid and BAM attempts to use that excuse. It's appears that BAM commonly puts their customers last and has poor ethics and customer service.

          • Initial Complaint

            03/01/2022

            Complaint Type:
            Billing Issues
            Status:
            Answered
            On 2/20/2022, I placed an order on the Books-a-Million website for a book that was listed as available to be shipped to my home, but not available to be picked up in a local store. Within hours they change the website listing to Available on the 24th, and sent me an email saying that my order was "pending." Since then, they have changed the website to say On Order, and now Out of Stock. The book is out of print. They do not have it. They will not be getting one in period but they will not cancel my order or give me a refund because it is listed as pending. They have claimed that they are still gathering the item and will ship it to me when it is available. They do not have the book and they will not be receiving it from the publisher. All of my emails to the customer support email address and website have been flagged as Spam. My order number is #XXXXXXXXXXXXX. The total amount was $69.16. Thank you for any help that you can provide.

            Business response

            04/04/2022

            Business Response /* (1000, 5, 2022/03/04) */ We are researching this complaint and will send the customer an email on our findings today. If she doesn't see the email by end of day, please have her check her spam or junk folder. Thank you.

          • Initial Complaint

            02/21/2022

            Complaint Type:
            Service or Repair 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

            03/07/2022

            Business Response /* (1000, 5, 2022/02/23) */ Thank you for contacting us. We have removed your account from receiving any further emails from us unless you order from Books-A-Million. Please allow up to 10 days for everything that may still be left in the queue is removed. Consumer Response /* (2000, 7, 2022/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

          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. ↩

          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 32

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          402 Industrial Ln

          Birmingham, AL 35211-4465

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          (888) 403-7241

          Customer Complaints Summary

          46 total complaints in the last 3 years.

          14 complaints closed in the last 12 months.

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