WK Pools LLC

Initial Business Response /* (1000, 5, 2017/01/17) */
Hello Mr. [redacted],
Thank you for contacting us in regards to your BetterWorldBooks.com order #XXXXXXXX. We understand your frustrations with the order and have investigated the cancellation request.
This order was placed on January 14th from...

our marketplace seller, Dream Books Company LLC. For these orders Better World Books handles the billing and your payment information is not shared with the seller. The seller notified us that the shipment was packaged and departed their facility on January 14th prior to our Customer Care team receiving your ticket (#XXXXXXX) requesting cancellation of the order. Due to how quickly these orders are fulfilled we advertise in our help center that we cannot guarantee that marketplace books can be cancelled prior to shipment.
I am very sorry that we were unable to cancel your order and understand how disappointing this can be. Our 60 days return policy covers all items ordered from Better World Books and we would be happy to assist with the cost of returning the book. I would like to offer you a [redacted] credit via PayPal, Check, or Gift Certificate for BetterWorldBooks.com Let me know your preference and I will get this credit out to you at once.
The seller will accept a return of this item at the following address:
Dream Books Company, LLC
[redacted] [redacted]
[redacted]
[redacted] XXXXX
Be sure to insert a quick note with your order number for the seller. Once your return is shipped please let our Customer Care team know the tracking number so that we can process your refund.
I would be happy to assist with any questions or concerns you may have about the return of this item.
Sincerely,
[redacted]
Manager, Customer Care and Quality Assurance
Better World Books
Initial Consumer Rebuttal /* (3000, 7, 2017/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted a request via their cancellation link well in advance to the book being shipped. The total was shown as ** dollars, but I was charged [redacted] If there were tax, then it should have shown on the total before purchase. Finally, the estimated delivery time advertised is 7-10 days. I just checked the status of my book, and it says that estimated delivery day is the 7th of February. It was supposedly shipped on the 14th of January. That's 24 days! I need the thing for class! If I had the money I spent on this book, I could order another from a source that doesn't lie to its customers. I have been completely mislead, and from what I read from others, I'm not the only one. I have class, and I cannot do without a text book for that amount of time, especially one that I could have rented for half the price. This is unacceptable. I would like a full refund, so I can get another book from a source that will have it to me before the middle of the semester, and I will return their book when it comes. I don't lie or steal.
Final Business Response /* (4000, 9, 2017/01/19) */
Dear Mr. [redacted],
Thank you for taking the time to follow-up with us. We deeply apologize for the frustration with this order and have looked further into the concerns of your January 17th correspondence.
The billing of your order is broken down as follows:
ISBN: XXXXXXXXXXXXX, Gramatica Espanola: Analisis y Practica, [redacted]
Illinois Tax [redacted]
Total Paid: [redacted]
The price displayed on the product page and the cart is only the item price. Sales tax is not calculated until shipping details are provided. During Step 2: Shipping and Step 3: Payment of checkout, your final total is displayed and calculated off the previously provided order details. We charge sales tax for any state where we have a sales presence (e.g. our green donation bins, brick and mortar stores, or corporate offices). This is displayed before payment information is entered and confirmed. You can view a receipt of this transaction in your Better World Books account. Under "My Account" simply locate the order in question and select "Additional Details". This will direct you to a printer friendly receipt.
For our shipping rates and times whenever there is a marketplace item present during checkout, we add a disclaimer above your total. This details the difference in shipping for marketplace items compared to items coming from Better World Books warehouse directly. Marketplace items should arrive in 7-14 business days, which we noted in your shipping confirmation. Business days are counted as Monday through Friday and do not include postal holidays. This would factor in Martin Luther King Day, Jr day. We see most delivered arriving on the 9th business day; however some may take the full delivery time.
As this item is a marketplace vendor's product, we will need the item returned to issue a refund. However we stand by our [redacted] compensation (via BetterWorldBooks.com Gift Certificate, PayPal, or Check) to cover the costs of return shipping for you. Once we receive confirmation that the item is in the mail back to the vendor, we will issue your full refund of [redacted]
Once more, I am very sorry for the frustration and am happy to address any further concerns.
Final Consumer Response /* (2000, 14, 2017/01/20) */
XXXXXXXX I would like to drop the complaint without condition.

Initial Business Response /* (1000, 5, 2015/08/31) */
Contact Name and Title: Michael [redacted]
Contact Phone: X-XXX-XXX-XXXX-XXXX
Contact Email: [redacted]@betterworldbooks.com
Dear Ms. [redacted],
Thank you taking the time to reach out to us, and I apologize for any inconvenience this order...

XXXXXXXXXXXX-XXXXXXXXXXXXX via eBay.
This item was ordered on July 29th, 2015 and departed from our facility on July 31st, 2015. This item was selected with our Free Economy Shipping which arrives in 4 to 14 business days (Mon-Fri), with an average delivery time of 9 business days.
This shipping method is collaboration between BestWay (myordertracked.com) and the USPS. Once a package departs our facility, it is carried by BestWay to a USPS sorting facility near your location. From this facility signified by "Arrival at Unit", it is exchanged from BestWay to USPS for final delivery. At this time, tracking can be checked between either provider. This handoff should not take more than 5 business days.
It looks like it arrived in the facility on the 2nd of August, and then no further progress was made until the 22nd of August. Final delivery was then made later that day on the 22nd of August. This is not what we typically see for packages sent via this method, and apologize that the package took an unexpected break in its journey to you.
I have issued you a full refund for this order, as it did not arrive in the time frame we advertised. This refund is via PayPal Transaction ID: 56VXXXXXXUXXXXXXW to the PayPal User ID: [redacted]@gmail.com. These funds should be available within a few hours.
If you have any further questions or concerns, please do let us know. Happy reading!
Sincerely,
Michael [redacted]
Customer Care Supervisor
Better World Books
OFFER:
A full refund, and there is no need to worry about returning the book. It is yours to keep!

Initial Business Response /* (1000, 8, 2016/11/18) */
Dear Mr. [redacted],

Thank you for taking the time to follow up with us regarding your eBay order, XXXXXXXXXXXX-XXXXXXXXXXXXX. We are sorry to hear that you have not had a good experience with this order, and would like to resolve this matter...

for you.
This item was ordered on Tuesday October 11th, 2016 and shipped out on Friday October 14th, 2016. The service used was International Mail with an advertised time frame of 10 to 21 business days (Mon-Fri, holidays exempt). eBay does provide an estimate on their behalf, but does not serve as a guaranteed final delivery date; in fact we actually see most shipments to Canada arriving well before the 21st business day. With any form of International delivery there can be unforeseeable delays with customs or transit.
At this time, we do not offer multiple shipping methods for International delivery so I apologize for the lack of options for ordering. We are currently exploring different venues for International delivery.
On November 2nd, the 13th business day, a PayPal claim was placed for non-delivery of your order. Due to your communications with us on the eBay market and with consideration of the delivery window, we began to research this claim. The claim placed was officially closed on November 8th without a reason provided to us. In this case, we would assume that you did receive the item. If you haven't received this item, please let us know so we can explore full refund or replacement options for you.
In the meantime, we have issued you a full refund for the shipping charges on this order as they did not meet your expectations. This was issued via PayPal transaction ID 0PCXXXXXTXXXXXXXH to the account [redacted]@yahoo.com.
Please let us know if there is anything further we can do to assist you with this matter.
Initial Consumer Rebuttal /* (3000, 10, 2016/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above response from the seller is all fine and dandy but the seller only responded when he was pressured by the Revdex.com. I had tried to communicate with them before. They replied to my first couple of emails with a pre-fabricated response likely from a robot. They never directly addressed or answered my questions and completely ignored my request for a refund. At first, I filed a claim through PayPal. There was no action on the part of the seller. I then decided to file a complaint with Revdex.com to get results. Obviously, I closed my PayPal claim since I could not have 2 complaints for the same item.
All I want is a full refund. Why was I not given a full refund in the first place? My first emails were answered in less than 24 hours. But my email requesting a refund was ignored. Hmmm, what does that tell you?
Moreover, the seller has over 2500 negative feedbacks on ebay in the past 12 months. There are numerous complaints about items not received, ignored emails, poor communication, items sold which the seller does not even have, etc.
I want a full refund. My item, btw, was never received.
Final Business Response /* (4000, 12, 2016/11/22) */
Dear Mr. [redacted],

Thank you for following up with us in regards to your order #XXXXXXXXXXXX-XXXXXXXXXXXXX.

We are sorry to hear that your order has yet to be received and have thus issued a refund for this order. Your refund is in the amount of $3.97 USD via PayPal (Transaction ID: 5HXXXXXXEPXXXXXXX) to your PayPal account [redacted]@yahoo.com. You should be seeing this refund reflecting in your account. If you are not, PayPal Customer Service can be reached at X-XXX-XXX-XXXX and will be able to assist you with the above Transaction ID.

Unfortunately, once a claim is submitted our agents cease communication so that we can work with PayPal on resolving the claim. This is due to the order being placed on hold, and so that all communication via the eBay marketplace is available to PayPal to assist in mediating the claim.

If your item happens to arrive, please keep it free of cost. We hope to be able to provide alternative shipping options in the future that better meet the needs of our international customers.

Sincerely,
[redacted]
Manager, Customer Service and Quality Assurance Manager
Better World Books
Final Consumer Response /* (2000, 14, 2016/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/04/18) */
Dear Mr. [redacted],
Thank you for following up with us in regards to your order #XXXXXXXX. Having examined the tracking number, we see that there was indeed an error with the zip-code on the provided address. Due to the zip-code error, the book...

was processed as a return once it arrived back at our warehouse. Once the return was processed we issued a full refund, an email confirmation, and relisted the book for sale.

The copy you see listed on BetterWorldBooks.com is to be fulfilled by a third market seller. We are unable to adjust the prices on our partners listed inventory. We did check our own inventory but currently do not have the book you desire. We understand the frustration this has caused and would like to offer a coupon code that can be used to help with the costs of the item should you decide to order a replacement. Code QG2I-YZET can be used at check out directly at betterworldbooks.com to receive [redacted] off your order.
If you have any questions or concerns while placing your new order, our customer service team would be more than happy to assist! Please email us at [redacted]@betterworldbooks.com with any questions.
Thank you for your understanding and support with us.
Initial Consumer Rebuttal /* (3000, 7, 2017/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I verified the error in the zip code and ynotified you, You should have corrected the zip code and mailed it again. I would have been happy to add the cost of postage. I cannot understand why this was not done.
Final Consumer Response /* (4200, 11, 2017/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Better World Books' reply on April 26:
"On 04/06/2017, we provided information regarding returned orders and reshipment policies via email (Ticket #XXXXXXX). Once the return was received and processed, our return team was able to notify you of the steps taken for this shipment. We appreciate you following up with us via Ticket #XXXXXXX in which we were giving the opportunity to provide reordering information.
"Following the return notice this item was relisted for sale, WITHOUT AN INCREASE IN PRICE. The item was available for a number of days before ultimately being purchased by another customer."
I did not notice the one-digit error in the zip code until it was too late to correct it before shipping. For that I apologize. I did notice on March 28 when I asked the address used on the shipment. I immediately replied that there was the one-digit error. I kept watch on the USPS tracking site to see where the book was. It never got updated.
On April 5 I sent BWB an email saying that I still wanted the book. On April 11, they reported to me that the book had been returned. On April 13 I replied, "When can I reorder the same book, CRC Handbook of Chemistry and Physics, 92nd ed.? Will it be the same price?" They replied:
"At this time, our system prices books according to their availability and sales rank, and we are continuously updating book prices to be as competitive as possible. We cannot guarantee that the listing price has not changed since your previous order was placed. Please refer to the current listing for the price:
https://www.[redacted].com/CRC-Handbook-of-Chemistry-and-Physics-id-XXXXXXXXXXXX...⇄ "
I would not be an unhappy customer if this had actually showed the same price, [redacted] or close to it. Instead it is [redacted] which is double that price.
I therefore dispute their claim that the book was relisted for sale without an increase in price. That is exactly why I filed my complaint with Revdex.com. What they offered me was DOUBLE the price that I had paid.
Final Business Response /* (4000, 13, 2017/05/10) */
Dear [redacted],
Thank you for following up with us in regards to your order. Once again, we are sorry to see that there was an issue with delivery due to an address problem. We've made efforts to locate a replacement copy from our three locations; unfortunately no new stock has come in. At this time, Better World Books does not have this item in stock directly. However, one of our partners does have the book available athttps://www.betterworldbooks.com/CRC-Handbook-of-Chemistry-and-Physics-id-XXXX...⇄ Please note that any item listed under 'Other Sellers' or 'New' are not inventory of Better World Books and are being offered by a third party.
We can offer a 20 % one time use coupon: [redacted] along with a gift code in the amount of [redacted] This code can be used at the time of check out: [redacted] Please select 'Gift Certificate' at checkout as your payment option; do not enter the gift certificate as a coupon code.
The cost of the item if purchased today using the discounts provided would balance out to the original price cost of the item purchased directly from us at [redacted] The item is currently listed at [redacted] if purchased today,5/10/2017 before discounts and taxes are added.
Better World Books handles all customer service for orders placed on our site and would be happy to assist with your order placed with our third market partner.
Please do let us know if there is anything else that we can assist with.

Initial Business Response /* (1000, 5, 2017/09/08) */
Dear Mr. [redacted],

Thank you for contacting us in regards to your book title East of the Sun ordered via Abebooks on 7/31/2017 to be shipped to:
[redacted] XXXXX
United States Of America
The tracking...

for this shipment is available through USPSdirectly under tracking number XXXXXXXXXXXXXXXXXXXXXX. This item was confirmed delivered on 8/5/2017 marking 3 business days after shipping on 8/1/2017 as reported at https://tools.usps.com/go/[redacted]?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX
We understand that delivery mistakes can happen and apologize that your order was not delivered to your [redacted] Box number [redacted] We have completed the refund via Abebooks today 9/5/2017 in the amount of [redacted]
We apologize once again for any errors in the fulfillment of your order and hope that this experience does not deter any future orders with us.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the tracking number in their response to you is:
XXXXXXXXXXXXXXXXXXXXXX
The tracking number in their original email to me is:
Order #: XXXXXXXXX
Item Titles:East of the Sun
The delivery confirmation number is XXXXXXXXXXXXXXXXXXXXXX;
I have no idea why the numbers do not match but they have refunded my money so I am satisfied.

Initial Business Response /* (1000, 5, 2017/09/04) */
Dear Ms. [redacted],
Thank you for notifying of the issues with your recent Amazon order (#XXX-XXXXXXX-XXXXXXX).
After reviewing your order I do see that you had contacted our Customer Service team, via email ticket #XXXXXXX, and let us know...

that the order had been received within delivery window in a damaged state. We deemed this item an unacceptably conditioned product and unfortunately did not have a replacement available to offer you. As a result your order was refunded in full on 8/26/2017 and we have confirmed via our Amazon account that a refund was processed. The total amount of the refund was [redacted] and would have processed back to the original payment method within 48 hours. If you are not seeing this refund in your account, you will want to contact Amazon Customer Service directly as they handle the billing for you order.
We do appreciate you allowing us to resolve this issue for you.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Initial Business Response /* (1000, 8, 2015/09/18) */
Contact Name and Title: [redacted],Supervisor
Contact Phone: X-XXX-XXX-XXXX-XXXX
Contact Email: [redacted]@betterworldbooks.com
Dear Ms. [redacted],
I'm sorry to hear that the recipient of these items has not yet received the orders XXXXXXXX...

and XXXXXXXXXXXX-XXXXXXXXXXXXX. I've looked into these orders, and the correspondence you have had with our Customer Service team via [redacted]@aol.com.
Order XXXXXXXXXX from Textbooks.com by Barnes and Noble was placed on August 19th, and shipped from our Mishawka, Indiana warehouse on August 21st. The shipping method selected was Standard Shipping with an arrival window of 4 to 14 business days. The shipping was handled via Best Way Parcel, who works in conjunction with the USPS to insure timely delivery of your order. This item was delivered to the PO Box address provided, on August 27th. The full tracking can be found by accessing: XXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXX. You were in contact with our Customer Service team on September 3rd whom provided this information, and instructions on contacting the USPS for additionally delivery details. This message received no reply.
Order XXXXXXXXXXXX-XXXXXXXXXXXXX from eBay was also placed on August 19th, and shipped from our Mishawaka, Indiana warehouse on August 21st. This shipping method was Standard Shipping, fulfilled in the same process as order XXXXXXXXXX. This order was delivered to the same PO Box address on August 27th. The full tracking can be found by accessing: XXXXXXXXXXXXXXXXXXXXXX or XXXXXXXXXXXXXXXXXXXXXX. This order provided additional details that the box was delivered to a parcel locker. You were in contact with our Customer Service team on September 3rd who notified you of this, and asked you to contact the USPS if the book was not found. This message also received no reply.
We do ask that you followup with the USPS as all tracking does signify that these items were successfully delivered to the PO Box address provided at the time of checkout. If you are unable to locate the packages, the USPS may instruct you to complete a Parcel Search Request form. If this occurs, we will be happy to provide all information required to complete this process. If this proves unsuccessful, we will be happy to go forward with a refund or replacement for your order.
Sincerely,
Michael [redacted]
Customer Care Supervisor
Better World Books
OFFER:
Tracking information showing delivered status to the PO Box/Parcel Locker provided at checkout. A refund or replacement conditional upon a followup being made with the the USPS whom delivered the packages.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/18) */
Dear Maria,
I have not heard back from the company. I did however, receive the books in question after about a week of them telling me they would neither send another nor refund me. So I guess we should close the complaint, even though I still think they have horrible customer service! Thank you for your time and for following up with me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2016/06/30) */
Dear Mr. [redacted],
Thank you for reaching out to us regarding order number XXXXXXXXX for book title: Chained Eagle placed on Abebooks on 6/16/2016 which was shipped on 6/18/2016 to the following address:
[redacted] Box [redacted]...

** XXXXX
United States Of America
We believe that this item intended to be shipped to you as a gift. The billing name as shown to us for this order is [redacted]. Unfortunately orders placed at Abebooks.com to be fulfilled by Better World Books do not have the option to include a gift message and apologize for any inconvenience this may have caused. We would suggest checking in with friends and family to obtain further information and or contacting the marketplace in which the order was placed. Abebooks' Customer Support can be reached at X (XXX) XXX-XXXX. We would be more than happy to assist you with any other information you may need to resolve this issue, however the information we do have is limited. We do not have any billing information for the order as the billing did not occur on betterworldbooks.com directly.
We appreciate the opportunity you've allowed us to be able to share the information we have for this order and once again would like to extend our help if further assistance is needed.
Sincerely,
[redacted]
Customer Care Manager
Better World Books

Initial Business Response /* (1000, 5, 2016/05/13) */
Dear Mr. [redacted].
Thank you for bringing your order XXX-XXXXXXX-XXXXXXX placed on 4/23/2016 via Amazon. This order was placed with Full Paper Jacket.
This seller account follows the common practice of listing our various suppliers' inventory....

Books sold are drop-shipped from the supplier directly to the customer. Therefore Better World Books was the shipping company for your order on 4/25/2016.
Shipping rates and times will vary according to the site through which you place your order. Please note that all orders need 1-2 business days for processing before being shipped.
Order XXX-XXXXXXX-XXXXXXX was quickly shipped within 1 business day of placing the order to be shipped to:
[redacted] A. [redacted]
[redacted]
[redacted] XXXXX
United States Of America
Your first contact was received on Thursday 4/28/2016 via ticket XXXXXXX with a request for tracking.
I apologize on our behalf as we understand that our method can be confusing and a new experience to our customers. On Friday 4/29/2016, our Customer Service Agent replied by explaining our bulk shipping methods and procedures and provided a direct accessible link for your tracking at : http://myordertracked.com/?id=XXXXXXXXXXXXXXXXXXXXXX
[redacted] who was the agent who was helping you with the tracking explained that results are not visible until the package is transferred from our bulk shipping supplier, Best Way Parcel to a direct USPS office.
However in checking your tracking at https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX it looks like the tracking was available since 4/25/2016 when the item was originally shipped.
Our apologies for any confusion tracking caused and this is not the experience we want for our customers.
Since your last email on 5/2/2016, it looks like the item has been delivered and we hope that the item is as described.
I have issued a full refund for your order at this time due to the frustration it has created and want to thank you for giving us the opportunity to clarify the situation and continue to work with you in the future! This refund has been issued via Amazon and credit should be accounted for in the next 48 business hours.
Thank you once again and please do not hesitate to contact us if you have any further questions or concerns.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I received the full refund, the seller has not gotten the point of the complaint-the tracking number posted did NOT take effect until the trucked book was actually posted in the Chicago area USPS because the book was originally trucked by a non-USPS system. I will not purchase from Better World Books because they use this deceptive system - I thought I was paying for USPS mail but receive a cheaper combination of truck and USPS which renders the tracking number useless until the book actually reached and is deposited in the USPS. I do not want to purchase from any seller who uses Better World Books.

Initial Business Response /* (1000, 8, 2015/09/15) */
Contact Name and Title: [redacted],Supervisor
Contact Phone: X-XXX-XXX-XXXX-XXXX
Contact Email: [redacted]@betterworldbooks.com
Dear Ms. [redacted],
I am very sorry to hear that you have not yet received your recent order,...

XXXXXXXXXXXX-XXXXXXXXXXXXX.
I have investigated your order, and see that we received this order on August 24th via the eBay marketplace with free economy shipping selected. These shipments arrive in 4 to 14 business days and ship directly from our Mishawaka, Indiana warehouse. This shipment was processed and departed our facility on August 26th. We have not received any contact through our Customer Support on eBay.
This shipping method is a collaboration between Best Way parcel and the United States Postal Service. As this was not shipped directly with the USPS, tracking is different than what you may be accustomed to. Our average delivery time is 9 business days. Business days do not include: Saturday, Sunday, or postal holidays.
All tracking can be viewed by visiting the USPS website. You will see each scanning station update as the item continues its journey to your address. For your order, you can view the updates via the following custom link: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX...⇄ /> Having checked your tracking I can see that your item is flagged as Delivered on September 3rd. If you have any additional questions, please don't hesitate to contact us.
Sincerely,
[redacted]
Customer Care Supervisor
Better World Books
OFFER:
If this item has not arrived, we will work with the customer and USPS to insure the item is found.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Best Way Parcel website does not offer tracking. The tracking number that was provided by Better Way Books was not compatible with USPS website and there is no way to track it with Best Way Parcel either. If purchases are time-sensitive, what use is ordering something without any way to track it at all?
In the response provided by Better World Books they say that their shipping method is a collaboration between Best way Parcel and USPS but there is no way to track via either website with the tracking number that I was provided by Better World Books.
Tracking is useless if only the seller can view tracking progress and the customer cannot. I will never purchase from this company again and understand every other customers complaints regarding the same problems with this company.

Dear Mr. [redacted],Thank you for following up with us in regards to the recent returns finalized with us. We are more than happy to address the refunds completed on March 23, 2018, via Pay-Pal [redacted]. On March 23, 2018,  Better World Books included a document with our initial response to be reviewed ( Please see attachment labeled: [redacted] Files Emailed via [redacted]) which included the totals for each item listed. Better World Books currently offers many discounts and sales on our site.  The documents received with the claim filed did not acknowledge the discounts received at check out based on the promotions offered. We have reviewed the transactions completed on March 23, 2018, and stand behind each refund issued including the erroneous discount noted below. Order #Promotion Received at Check outOriginal PayPal TransactionTotal amount paidRefund Amount[redacted]TWENTYFIVE25 - 25% off $25[redacted]$318.01 No tax$76.82[redacted]Clearance Discount[redacted]$297.22 No tax$75.93[redacted]Clearance Discount[redacted]$274.90 No tax$106.73[redacted]Clearance Discount[redacted]$326.92 No tax$185.65[redacted]Clearance Discount[redacted]$219.46 No Tax$32.75[redacted]Clearance Discount[redacted]$252.10 No tax$42.58[redacted]Clearance Discount[redacted]$375.42 No tax$120.07* Refunded in full in error[redacted]Clearance Discount[redacted]$340.90 No tax$124.41[redacted]Clearance Discount[redacted]$377.80 No tax$175.83Better World Books will not require for payment of the refunded amount in error. In addition, we will not require for the remaining items fulfilled for order # [redacted] to be returned. We have attached various copies of a break down of all charges and refunds to this claim. (Please see attachments labeled by Order Number) We would also like to take the time to clear up that the UPS labels provided for the return of the 9 boxes in question were billed to our business account and did not request for payment for the labels. Refund amounts were not based on the number of boxes returned but rather the 9 orders listed in the original attachment. The cost for the labels under Better World Books Business UPS Account has also been attached. ( Please see attachment labeled UPS charges) ?We hope the attachments help clarify any misunderstanding. At this time, Better World Books believes we have fulfilled Mr. [redacted]'s request for resolution. Please let us know if any further action is required. Sincerely, Michael [redacted]Customer Care, Client Services, and Quality Assurance Manager

Initial Business Response /* (1000, 5, 2017/09/25) */
Hello,
Thank you for reaching out to us and share your concerns with us. I am sorry to hear that you were not able to contact us. Our form for contact can be located via our site at betterworldbooks.com or at...

[redacted]
This form includes five fields to be filled and apologize for any confusion with this form. We appreciate your feedback and will consider your feedback in any future changes to ensure that contacting us is as easy as possible.
The current form includes the following steps to be filled:
- Email address- We require an email address so we may get back to you within 24 hours of submitting your email.
-A short Summary- This can be a one-three word sentence just including a general idea of concern. ( For example- Missing Book)
-Please Tell us More ..- This field can be utilized to share order details and or other concerns.
The next two steps are optional:
-Order number-( If you have one)
-Attachments -You may include documents or forms along with any images to be shared with us.
We also do accept direct emails to [redacted]@betterworldbooks.com. You may also reach us at (XXX)-XXX-[redacted].
We do see that you have been a customer for many years and do see that your account has not had any issues since 2011. We do not include invoices in our shipments as many customers don't want prices listed (in case an item is a gift). Packing slips, however, are included with all orders shipped from our warehouse. These packing slips include the title, author, ISBN, and order number.
Being a long time customer, we do understand that the recent changes to our site may have caused some confusion in how orders are being fulfilled. We have recently started listing items that are to be shipped from all 3 of all locations in addition to third market and new book suppliers which were an option already available. This means that items purchased may be shipped from up to five different locations. The location of the item is listed under the comments field for the item. if you are unsure on how to locate this information, we'd be more than happy to help!
The order number in question Order #XXXXXXXX was placed on 9/3/2017 to be shipped from 2 locations, including the missing item reported under title Gooseberry Patch Halloween. This item was shipped from our Reno Fulfillment Center and was confirmed as delivered on 9/12/2017 via USPS tracking [redacted]
We hope that this order was fulfilled in the condition expected and hope to continue to work with you! If you'd like to look into our mission as a company please visit http://cares.betterworldbooks.com/ We appreciate you being a part of our mission and special projects in the community.

Initial Business Response /* (1000, 5, 2016/11/03) */
Dear [redacted],

Thank you for contacting us regarding the delivery issue for your order #XXXXXXXX placed with us on July 18th, 2016. We are sorry to hear that this order did not arrive at the address provided at check out at:

[redacted]...

[redacted]
[redacted] XXXXX
[redacted]

Unfortunately, we do not have tracking available for international orders. At this time, we are unable to replace your order exactly as it was ordered, as these books in the condition requested are no longer available. As this order has not been received within its estimated time frame of 10-21 business days, we've issued a full refund in the amount of [redacted] back to the original form of payment. We have emailed you a copy of the refund receipt at [redacted]@gmail.com for your records as well.
We will be sending you the lower condition items free of charge to the above address with our apologies for the unexpected issues with this order. The conditions for the complimentary items are as follows:

A Poet's Revolution: The Life of Denise Levertov (Used - Good, Former Library book)
The English German Girl: A Novel (Used - Good)

We would like to take the time to thank you for your continued support with us and appreciate your loyalty to Better World Books. We hope that we will see you again soon when you need something good to read! Please do not hesitate to let us know if there is anything else that we can help with.

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: Michael [redacted],Supervisor
Contact Phone: X-XXX-XXX-XXXX-XXXX
Contact Email: [redacted]@betterworldbooks.com
Dear Ms. [redacted],
Thank you for taking the time to contact us. I apologize for any confusion, rest assured I've...

looked into this issue and have some clarification for you. On January 11th, I personally spoke with Mr. [redacted] regarding your order #XXXXXXXXXXXX-XXXXXXXXXXXXX via eBay.
We came to the conclusion that there was a listing error for the order, and that I would be able to source you a replacement directly from Better World Books' marketplace partner. I placed this order with Mr. [redacted] on the telephone, and provided order #XXXXXXXX and a copy of the confirmation receipt mailed to [redacted]@verizon.net. There was no additional charge for this item, which was upgraded to expedited mail.
This email included my direct contact information:
Email: [redacted]@betterworldbooks.com
Telephone: X-XXX-XXX-XXXX ext 8428
Mr. [redacted] was instructed to reach out to me directly with any inquiries. I have received no emails or phone calls to my extension regarding this order.
It appears that confusion occurred when eBay was contacted via #XXXXXXXXXXXX-XXXXXXXXXXXXX after we had replaced your order via order #XXXXXXXX. Due to the numerous Customer Care Ambassadors whom were contacted via eBay without any reference to the contact made prior, you received a full refund for your eBay order via PayPal Transaction 0MXXXXXXAXXXXXXXL.
You are receiving a replacement order XXXXXXXX via expedited mail and you were not charged at all for this. We shipped this order on Monday, January 11, to this address:
[redacted]
XXXXX Repp Rd
Union Bridge, MD XXXXX
USA
We shipped it via USPS Priority Mail, which takes 2 - 6 business days to arrive. The tracking number is not available. Today is the 5th business day.
You have also received a full refund for order #XXXXXXXXXXXX-XXXXXXXXXXXXX as of January 18th.
In summary, you received a full refund for this order as well as an expedited replacement. You should be receiving the replacement any day now!
Sincerely,
[redacted] K.
Customer Service Supervisor
Better World Books
OFFER:
Customer was already issued an expedited replacement copy of January 11th via Order #XXXXXXXX. Customer already received a full refund on January 18th via PayPal Transaction 0MXXXXXXAXXXXXXXL. Customer is receiving a complimentary book at expedited delivery speed.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true my husband, [redacted], spoke to Michael ** but it was because we hadn't received (after over 3 weeks) the book we ordered; that is why he sent the replacement book. Our conversation was NOT regarding us receiving the wrong book. We have since then received the lost book and the replacement book but both are the wrong books. (Since receiving Revdex.com's response, I check my emails and don't have one from Michael [redacted] The original book that was for sale on ebay was shown with the author of Thomas W. Dixon. The packing slip included with the wrong book lists the author as Thomas W. Dixon. To our recollection, there was NO meeting of the minds with Michael ** that we would accept a book by the wrong author. I tried to email [redacted] K. but the email we were given, [redacted]@betterworldbooks.com didn't work. I, then emailed Better World Books through ebay regarding receiving the wrong book and was told that the picture of the book for sale was a generic picture and they didn't have the book we were suppose to get (by Thomas W. Dixon) and that they would issue a credit so we assumed Better World Books was trying to get away with a scam. I told Leah I didn't want a credit, I wanted the Thomas W. Dixon book that was shown for sale on ebay. After that, again, I emailed Better World Books through ebay and told Leah there was another book, like the one I was suppose to get for sale by someone else on ebay. But Leah told me they wouldn't be able to buy it to send to me because a credit had already been issued (even though I had told her I didn't want the credit) and nothing else could be done.
What I want is the book they displayed for sale and that I paid for: Baltimore & Ohio Steam Locomotives: The Last 30 Years 1928 - 1958 by the author, Thomas W. Dixon. I don't think I'm asking for something more than what I was suppose to get.
I am more than happy to return the two wrong books, all I need are the instructions for returning them.
Final Business Response /* (4000, 9, 2016/02/01) */
Contact Name and Title: [redacted],Supervisor
Dear Mrs. [redacted],
Thank you for following up with us, and for the clarity. We were unaware that you had received both copies of your book from your complaint as there was no reference to this. Upon investigation, the book 'Baltimore & Ohio Steam Locomotives: The Last 30 Years 1928-1958' was published under the ISBN XXXXXXXXXXXXX in two versions. The original work is by Peter Jehrio and Terry Sprague in 2003, and a revision was issued with works complied by Thomas Dixon in 2004.
I'm afraid that we are unable to locate a copy of the compilation revision issued in 2004. The book is now out of print with TLC Publishing so it is difficult to determine why this was issued under the same ISBN. Due to this, many sites that provide stock photos such as eBay, will have the photo for the newest version of an ISBN. This is clearly not the copy we had in stock, and our attempt to source a replacement from a vendor showed that our partners through Alibris are unable to locate the revised edition as well.
We will not be able to supply a copy of the revised edition compiled by Thomas Dixon, and would like you to keep the two editions that you have received at no cost. The original order via eBay, has been refunded in full, and the second copy was issued at no charge. I hope that you do have a use for the item you did received, and are able to share the second copy with another locomotive enthusiast. Furthermore, we have flagged the item in our inventory so any copies we may receive donated in the future will need to be manually checked for accuracy before they are released for sale, so that the issue may not occur again.
OFFER:
We apologize for the error, and are unable to locate the edition in the stock photo as all revisions share the same ISBN used for listing merchandise.
We have issued a full refund for the original, and attempted to source a complimentary replacement copy. This copy from an affiliate was also incorrect.
The customer is welcome to keep both copies free of cost, and has received a full refund for the original transaction.
The item has been flagged in our system for a manual check if at any point it re-enters our inventory to insure the issue does not occur again.
Final Consumer Response /* (2000, 11, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's impossible NOT to accept a not willing to try harder resolution. I feel they could have done more but didn't want to try. It would have been cheaper to have me return the two incorrect copies of the book and purchase a copy of the correct book to send me. I have found and purchased the correct book.
THANK YOU FOR YOUR TIME Revdex.com

Initial Business Response /* (1000, 5, 2015/08/18) */
Contact Name and Title: Michael [redacted],Supervisor
Contact Phone: XXX-XXX-XXXX-XXXX
Contact Email: [redacted]@betterworldbooks.com
Dear Ms. Eker,
I am very sorry to hear that you have not yet received your recent order, XXXXXXX.
It is...

definitely past the normal arrival window for our standard shipments. I have investigated your order, and see that you have previously communicated with our Customer Care team on August 15th, and August 18th.
We received this order on July 27th via the Valore Books marketplace with standard shipping selected. These shipments arrive in 4 to 14 business days and ship directly from our Mishawaka, Indiana warehouse with an average arrival time of 9 business days. Business days do not include: Saturday, Sunday, or postal holidays. This shipment departed our facility on the next business day, July 28th.
Out standard shipping method is a collaboration between BestWay Parcel and the United States Postal Service. As this was not shipped directly with the USPS, tracking is different than what you may be accustomed to.
All tracking can be viewed by BestWay Parcel's webpage, myordertracked.com. You will see each scanning station update as the item continues its journey to your address. For your order, you can view the updates via the following custom link: http://myordertracked.com/?id=XXXXXXXXXXXXXXXXXXXXXX.
Having checked your tracking I can see that your item was received at the Greensboro facility on July 31st. Typically, packages are processed at a unit such as this for no more than 5 business days. Our Customer Care team informed you of this on August 18th, and offered you either a replacement or refund.
A full refund has been issued through ValoreBooks per your desired resolution, and your open ticket with Customer Care (#XXXXXXX) has been closed with summary of the refund. You should receive this refund within the next two business days. If the book happen to arrival, please feel free to keep them or donate them to a local library.
Sincerely,
Michael [redacted]
Customer Care Supervisor
Better World Books
OFFER:
A full refund has been issued via the ValoreBooks marketplace.

Initial Business Response /* (1000, 6, 2016/04/05) */
Dear Mr. [redacted],
Thank you for bringing the issue you have encountered with your order # XXXXXXXXX from the Abebooks marketplace. This order was received on 02/28/2016 to be shipped to:
[redacted] 3 [redacted]
[redacted]...


[redacted]
[redacted]
The order was shipped on 02/29/2016 through our free International Service, Asendia.
I am sorry to hear that your package was not handled with the best care during its transit time by carriers and customs. On 03/17/2016 we received your email via ticket XXXXXXX where a 25% percent of the total price was offered. Our shipping packaging was also addressed on this date. We use a number 4 recyclable plastic that form fits to the size of the book, and in effect, uses only the necessary amount of materials needed to enclose our items to reduce our carbon footprint.
Between the dates of 03/18/2016 and 03/22/2016 we apologized for the damage, and verified the condition of the item via attached photographs. You were given a free local return shipping address in the UK, as our standard policy of 25 % with paid return shipping was not an acceptable option for you.
As the post free local return address was not the resolution you were looking for. Your order has been refunded to the form of payment originally used at the time of check out on the Abebooks marketplace for the total of [redacted] There is no need to return the item at all.
Our apologies for any delay in receiving a resolution, your Revdex.com complaint was received and we completed an investigation to make sure you receive the best resolution possible!
I apologize once again for the mistreatment of you package and as always we are always willing to stand behind any damaged items. Please do let us know if there is anything else that we may help you with.
Sincerely,
[redacted]
Customer Care Supervisor
Better World Books
Initial Consumer Rebuttal /* (3000, 8, 2016/04/06) */
Dear Ms [redacted]
Yesterday I received notification from Better World Books (see copy of Email below) advising me that they would be giving me a full refund. And today that transaction reached my bank account. So thank you to the Revdex.com and especially to you for helping me out in this case.
However, I am still unhappy and disillusioned on a number of issues:
a) I'm very concerned that this business will continue to send out their books with inadequate packaging to their US and worldwide customers. I don't get the impression that they have learnt their lesson.
b) This was my first ever attempt to buy something from a US company. Needless to say it will be my only and the last time that I will do any business with companies in the States and the whole situation has left a bad taste in the mouth. I will therefore be blogging and writing on websites and sharing my experiences about BWB and encouraging people not to buy from this firm.
c) I'm very upset that I received absolutely NO WORD OF APOLOGY from anyone at BWB. That stinks, quite frankly - and it speaks volumes about the low quality of their customer service. It also distresses me that they took two weeks since I first filed my claim with the Revdex.com to refund me. Why does it take them so much time to reach this decision?
d) On my bank statement, it says that my original payment on 28/3 was [redacted] (equivalent to US $ [redacted] plus [redacted] Non-Sterling Transaction Fee, i.e. [redacted] in total.
However, my refund today was only for [redacted] (because of a difference in currency exchange rates), so I am actually out of pocket by [redacted] and one could argue this difference might have been less if they had been quicker with the refund.
Although this isn't going to break the bank, it's annoying that I lose money on the deal because of BWB's incompetence.
So I would like to request that the Revdex.com make a note of this, and in future advise your clients that if they have to refund overseas customers that they do so as quickly as possible without procrastination AND that they ensure that the customer receives AT LEAST as much in their own currency as they originally paid out.
I appreciate the services and help and cooperation of the Revdex.com, and I wish you and all your colleagues in the North Indiana branch every continued success.
Kind regards and best wishes,
[redacted]
Final Business Response /* (4000, 10, 2016/04/14) */
Dear Mr. [redacted],
Thank you for following up with us. I'm very sorry that you feel that we have not adequately apologized for this situation. We are indeed very sorry that this occurred, and assure you that your voice has been heard. Feedback on this order has been passed onto a number of parties here at Better World Books. We apologize for the great dissatisfaction with this order, and take customer concerns seriously.
Part of the feedback that has been passed [redacted] is to our shipping team regarding the packaging of your item. In keeping with our core values, we strive to create the least amount of waste possible in our shipping process. We use a number 4 recyclable plastic that form fits to the size of the book, and in effect, uses only the necessary amount of materials needed to enclose our items. Clearly, in some instances this is not the best option for our item and other options should be considered.
As for any delay in response, we investigate each and every claim and make sure to respond before any deadline set by institutes or marketplaces. We want to make sure we speak with any Customer Care Ambassador who worked with you, check every email log, and compare actions to our policies.
I have looked into your refund, and the only amount we can refund is [redacted] which was refunded in full. As this item was ordered through the AbeBooks marketplace, we cannot issue any additional balance for conversion fees. I was able to get contact information on your behalf for AbeBooks.com in the event you would like to followup with them. Their phone number is (XXX) XXX-XXXX, and they Customer Care team can be reached via: https://www.abebooks.com/customer-support/.
If there is anything else that we can do to assist you, please let us know. we would be happy to assist with any additional concerns.
Sincerely,
[redacted]
Customer Care Supervisor
Better World Books

Initial Business Response /* (1000, 5, 2016/04/04) */
Dear Mr. [redacted],
Thank you for taking the time to bring this to our attention. I am very sorry to hear that you are not happy with the service received for your order XXXXXXXXXXXX-XXXXXXXXXXXXX. We take these matters very seriously and thus...

have completed a review of your order in addition to any messages with Customer Service.
We received your order XXXXXXXXXXXX-XXXXXXXXXXXXX on 3/11/2016 from Ebay's market to be shipped to [redacted] Victor [redacted] XXXXX-XXXX. This order was placed with our free economy shipping, this takes 4 to 14 business days to arrive and takes up to 2 business days for processing.
We shipped this order on 3/15/2016 which marked the second business day following the placement of your order. Our economy shipments use a complimentary shipping rate that is a collaboration between BestWay Parcel and the United States Postal Service. These packages [redacted] typically arrive in 4 to 14 business days and ship directly from our Mishawaka, Indiana warehouse.
As this was a free shipping method the packages are not shipped directly with the USPS, and tracking is a little different than what you may be accustomed to. Our average delivery time is 9 business days. Business days do not include: Saturday, Sunday, or postal holidays.
All tracking can be viewed by BestWays' webpage, myordertracked.com. You will see each scanning station update as the item continues its journey to your address. For your order, you can view the updates via the following custom link:http://myordertracked.com/?id=XXXXXXXXXXXXXXXXXXXXXX.
On 03/17/2016 Best Way delivered this item to USPS for the final portion of delivery. The remaining tracking can be viewed at USPS.com using the tracking number XXXXXXXXXXXXXXXXXXXXXX.
On 03/25/2016, the 8th business day, the USPS marked this item as "Delivered, Left with Individual."
I see that you have been in contact with the Customer Care Team via Ebay Messaging and Ebay Claims. We originally provided you with details for your shipment on 03/15/2016, this was when the myordertracked.com was first provided. A follow up occurred on 03/23/2016 where an Ebay claim was opened. On this date we assured you that what you were seeing was normal, and offered a refund or replacement if the item did not arrive within 14 business days.
On 03/24/2016, we addressed the estimated time frames you were seeing in your account and informed you that these were not guaranteed delivery dates. On 03/26/2016 we followed up with your claim as the USPS had flagged your item as delivered on 03/25/2016. As a Revdex.com complaint was filed and your Ebay Claim was ongoing, we escalated the claim to Ebay so that we could complete your resolution via your Revdex.com complaint.
I can understand how frustrating this endeavor was for you, and that this was not a tracking method you may have been familiar with. Due to how disappointed you are with the delivery, I have issued you a full refund for this order. There is no obligation to return this item to us. Please keep it and we do hope you enjoy it! Your refund was processed via PayPal Transaction XXXXXXXXGYXXXXXXX. The refund is for [redacted] USD which was the total of your purchase.
Once more I apologize for the disappointment with this order, and appreciate you bringing this to our attention. If there is anything else that we may assist you at this time, we would be more than happy to do so.
Sincerely,
[redacted]
Customer Care Supervisor
Better World Books
Initial Consumer Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/07/03) */
Dear Mr. [redacted],
Thank you for taking the time to follow up with us. We have looked into the order details for AbeBooks.com order #XXXXXXXXX. This order was placed on Friday, June 2nd 2017 on the AbeBooks.com marketplace for a total purchase...

price of [redacted] USD. Of this [redacted] USD was charged for the item, while [redacted] USD was charged for the selected Expedited Shipping. All orders are expected to ship within a 2 business day (Mon-Fri) window, per Abebooks.com policy [redacted] Expedited Shipping is expected and advertised to arrive in 3 to 6 business days.
Between the dates of June 5th and 6th our Customer Care associate [redacted] did notify you that the order was not yet shipped and would be departing our facility within the advertised 2 day window. This order shipped from our warehouse on Tuesday, June 6th 2017, the second business day after purchase.
On June 6th I spoke with you via telephone and email regarding your disappointment with your order, confirmed shipment for you, and issued a full refund of the shipping price [redacted] USD). At this time, due to your concerns on our business practice, I reached out to our General Counsel, [redacted] as a point person for you and your council going forward. Her email address is once more is [redacted]@betterworldbooks.com.
Your order was shipped to the provided address:
[redacted]
[redacted]
[redacted]
[redacted] XXXXX
[redacted]
The tracking ID for this shipment is accessible via: https://tools.usps.com/go/[redacted]?tLabels=XXXXXXXXXXXXXXXXXXXXXX. Our expedited shipments are picked up in bulk by an affiliate of the USPS, One Stop Mailing, and final is delivery is handled by the USPS. One Stop Mailing couriered the package to the USPS handoff facility on June 9th. On the following day, June 10th, the USPS accepted the item for delivery. This item was marked as 'Insufficient Address' by the USPS and started its journey back to our warehouse. We received the return on the 23rd of June and it was processed back into our inventory on the 28th of June. I have repackaged the item personally and it will be delivered to you via UPS Priority Mail. The tracking ID for this is as follows:https://wwwapps.ups.com/[redacted]/track?track=yes&trackNums=1Z25Y08...⇄ /> Additionally, I have reached out to AbeBooks.com Customer Support to ensure that your full refund of [redacted] USD has been processed back to the payment method used for purchase. Please keep both the full refund and book as we under what a disappointment that this has been for you.
If we can be of any further assistance, please let us know.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom this may concern,
Obviously the person responding must really be in change but plays games because when I asked this gentleman in reference for his information he stated he was not. I needed this book prior to the 12th of June and the company was well aware of this which was why I paid for expedited service. The book sat lingering and when I requested the tracking number "[redacted]" did nothing but complain and make issues of not sending the tracking number. It is a very simple procedure, once the item is packed it has a tracking number, you then email the tracking number to the client and then he or she can track the package, and make arrangements to receive said package.
Your Company failed to do this and as a result, I had to go with out a required text for a two week conference I was mandated to attend the conference attendance cost me [redacted] dollars not including [redacted] dollars for the flight and not including [redacted] dollars for lodging, which comes to [redacted] of my money that I had to spend which does not include your book that you filed to ship in a timely manner. Because of you my work was delayed, my time was semi wasted and my trip was a complete disaster.
Therefore, I d not accept this offer as it is not a sincere gesture of the damage caused, it is a minor effort but it would take a lot to win my confidence back
Final Business Response /* (4000, 11, 2017/07/14) */
Dear Mr. [redacted],
At this time, Better World Books considers this matter resolved. We have fulfilled your desired resolution of a full refund on your transaction in addition to fulfilling delivery of the book. The shipping fee for your item [redacted] was issued on the 6th of June, the item price [redacted] was confirmed to be issued by AbeBooks.com accounting team via ARN XXXXXXXX, and a copy of the book was delivered via UPS on the 1st of July (Tracking ID: 1Z25Y08VXXXXXXXXXX).

I am rejecting this response because:
Dear [redacted]   It would appear than BWB has issued me some sort of refund but has been rather "selective" and "secretive" on why it has chosen this particular figure.   What I do fear is that they have charged me for the return UPS shipment after all which sadly will not do.   My original requested figure was $1374.46.   To date, I've received $1039.28 from them in 9 payments presumably for 9 boxes returned even as I broke the request by order number.    The numbers, assuming I'm correct are as follows:  75.93+106.73+185.65+32.75+42.58+76.82+370.44+175.83+124.41=$1039.28   This leaves an outstanding figure of $335.18.   I think it's time for you to get involved and at least connect with me personally to discuss next steps about the figure disparity.   Please connect with me about the deficit as soon as possible.   Simply put, I need to "see their math."   Sincerely,   [redacted] ______________My bad. The figure is actually $1191.14 refunded. This still; leaves an unaccountable figure of $183.32 What does $183.32 represent and how is it broken down? Thank you, [redacted]

Initial Business Response /* (1000, 6, 2017/01/17) */
Dear Mr. [redacted],
Thank you for contacting us in regards to your recent Amazon.com order (#XXX-XXXXXXX-XXXXXXX) with us. We are sorry to hear that you have yet to receive this item and have looked into this matter thoroughly.
We received...

this order on January 7th via Amazon.com for once copy of Neighborhood Planning a Guide for Citizens and Planners (ISBN: XXXXXXXXXXXXX) with Standard Shipping (4-14 business days). We shipped this order on January 9th to the provided address:
[redacted]
[redacted]
[redacted] XXXXX-XXXX
United States Of America
Our Standard Shipping provider is BestWay Parcel, a partner of USPS. Shipments are routed in bulk to a nearby sorting facility in Cincinnati, Ohio by BestWay. From here your package is sent to the closest USPS sorting facility for your address: Greensboro, NC. At this time the package leaves the hands of BestWay and enters the hands of the USPS. This can take a few business days, as it arrived on Thursday and departed two business days later on Monday the 16th. This item arrived at your local USPS facility today, January 17th, and is now out for delivery.
Our apologies that we were unable to upgrade the speed on this delivery and are happy to see that you will have the book in your hands today.
Please do let us know if there is anything else that we can help with your delivery.
Sincerely,
[redacted]
Manager, Customer Care and Quality Assurance
Better World Books
Initial Consumer Rebuttal /* (2000, 8, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, this is the same information I saw last night from the Postal Service. It is out for delivery today. Thank you for the response, [redacted].