ComplaintsforM B S Direct

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint relates to Order #********. My child's school, ******************************************************************************* parents to purchase books from this provider. On or about July 8, 2024, I purchased an ** Biology book (******** Biology in Focus Looseleaf) in addition to other materials and books. The order shipped on July 11, 2024. The looseleaf arrived wrapped in plastic and appeared from the cover under the plastic and the back to be the correct materials. When my child started school, he opened the plastic to reveal that someone had put the ** Biology cover on a Physics book - meaning the cover and back was for ******** Biology in Focus and everything in between was for College Physics Explore and Apply. I attempted several times over the proceeding two weeks to contact the provider over the phone but received an automated message that they were "experiencing high call volume" and had to give up after sitting on the phone all times at 45 minutes plus. I also sent two emails to their "contact us" email address. I received a confirmation that it was received but no one responded. I finally gave up and processed it as a return and returned the incorrectly and deceptively packaged materials back to them with an explanatory note demanding a full refund. They received my package on September 6 and issued a partial refund on the 16th. They made a mistake that caused me to have to pay full price for ** Bio materials twice - once to them for their mistake and second to another provider when BNC/MBS refused to answer the phone or emails. I paid this provider $126.25 for this and received only $88.24 for it. I attempted to call again, and they are still apparently receiving "high call volume". This is the unbelievably frustrating that I have to give up time and money for their mistake. I want a full refund and to call attention to this pattern of not making themselves available to listen to customer complaints.

  Business response

  09/17/2024

  We sincerely apologize for the experience this customer has had.  We are in the midst of the busiest time of year, and we do not currently have enough staff to keep up with the volume of calls and emails.  I have issued a full refund for the book the customer purchased that was incorrectly assembled. 

  Customer response

  09/19/2024

  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

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not received payment for my buyback order. I was told it was sent to PayPal on the 6th of June but when I called them to verify this, they couldnt locate it. I am very concerned that thick company has tried to take both my books and the payment promised to me. I just want my money. This is poor customer service and very unprofessional.

  Business response

  07/01/2024

  After researching this customer's complaint, we got a report from PayPal that confirmed that all payments made on this date failed on the PayPal side.  Payment was reissued on 6/17/2024 and one of our supervisors reached out to the customer to update them.  

  We sincerely apologize for the problem.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a book valued at $80 with permission from the supervisor. I paid $10 to ship it back. In a week, I received an email that it was damaged so they would not refund me. Even though the "online access" was still intact, and I never opened the book. It was in perfect shape when I sent it, and I packed it very nice. I then ask for pictures of the "damage". It's been over a week. Now, I emailed them again, they said they are still waiting on pictures from the warehouse. This is a scam. They told me they would mail me back the book if I sent them another $8. I am very unhappy about this and just want my refund! They have my book held hostage.

  Business response

  12/11/2023

  The customer's book was received in good, but not pristine, condition. The item is required to be sold in new condition only, and the condition of the book is not in good enough shape to sell in that manner.  I sincerely apologize for the trouble and frustration the customer has experienced.  We will send the book back to them at no cost.  They may be able to sell the item to another student or online with another company.  

  Customer response

  12/11/2023

  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. Thank you for you help. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the electronic version of my daughters biology book and we were told at the start of school that she needed the hard back. I have attempted to email twice, and call 3 times, all times left on hold over an hour and had to hang up because I am at work. I just need my refund of $33.50 but no one at this company will answer the phone or respond! order ******** *****************************

  Business response

  09/05/2023

  Customer was credited on 9/1/2023, so this complaint has been resolved.  We sincerely apologize for the wait times the customer experienced.

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 7, 2023, I rented one book and purchased another book from MBS Direct. The order # is ********. The book I purchased was $75.00 ****** *****************. I purchased the book versus renting it because MBS Direct provided a Guaranteed Buyback of the book for $45.00. The stipulation was that the book needed to be returned by 09/01/2003. The semester has now ended and MBS Direct will not buy back the book now, even though it was guaranteed. When I try to sell it back I get an error that states "1 item does not qualify for buyback." I emailed MBS Direct and they have failed to contact me back. I tried to contact them twice via telephone and was on the phone for 45 minutes+ and never got through. I feel that this is a "bait and switch" by MBS Direct to try to get students to buy books at a cheaper rate and "guarantee" to buy them back, but then refuse because they have enough inventory. I believe this to be deceptive practices on their part. I wish to get the $45.00 as guaranteed by MBS Direct in our sales agreement.

  Business response

  09/05/2023

  One of our supervisors has attempted to reach out to the customer to resolve the concern.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I sent my daughter's geometry book to MBA direct as part of their book buy back program. Immediately upon arrival of my book, the company stated that the book had water damage. On June 23, I asked for photos of the water damage. There was no reply from the company. On July 2 at 7:50am, I sent another request for photos. At 7:47am, I received photos from the representative, *******, that were taken in a warehouse. The photos sent were of the supposed water damage of the book, but had no identifying markers that it was our book. I assume that these are standard photos on her hard drive that are sent to multiple customers when asking to see damage, especially since they were located in a warehouse within 7 minutes of my request. I asked for a photo of the inside cover of the book where students write their name without a response. I believe that this company is scamming people from their refunds. We are required to purchase textbooks through this organization through my daughter's school. I do not feel comfortable utilizing this company for books with their dishonest and lack of ethical business practices.

  Business response

  07/06/2023

  All books that are received in a condition that does not meet our qualifications to resell are stored in a specific location in our warehouse with the original customer paperwork.  This allows our **************** team to contact a warehouse supervisor to retrieve the exact book in question quickly if a customer has concerns about why we deemed it unacceptable to us.  I believe the reason ******* was able to respond so quickly is that she had requested the photos from the warehouse when the customer originally contacted us, but either failed to forward them on to the customer, or we had some sort of email problem that blocked the message from getting through to the customer.  I sincerely apologize for that.  We will not resell a book that has any sort of liquid damage, and that is why the customer's quote was originally denied.  I have asked our ********************* to go ahead and issue a check to this customer for the full amount of the buyback as a courtesy because I want to reassure her that we take her concerns seriously.  

  Customer response

  07/07/2023

  Complaint: 20268023
  
  I am rejecting this response because: I do not believe that the book arrived damaged.  And, if for some reason if it did arrive damaged then the company sent me a damaged book. I would like the company to return the damaged book to me at their expense. 
  
  
  
  Sincerely,
  
  *****************************

  Business response

  07/11/2023

  As mentioned in my previous message, we have already issued a check as payment for the book we received. If the customer wants to refuse payment, I will pursue returning the book to her.  We will not do both.  

  Customer response

  07/12/2023

  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

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I placed an order for books in 2015. I dropped from the class before the start date and never received books from MBS Direct. When applying at the university in 2022, I was informed there was a balance on my account for a book voucher that was used. I notified MBS that I didn’t receive any books or access any classes at the school, ******* also sent me a letter to forward to MBS confirming that information. When contacting MBS, I was advised that they do not have records from *** confirming that they were delivered because of the age of the order. I was advised to follow up with my school. The school stated that MBS would be the ones who would be handling the account and to dispute the balance through them. I have placed over 10 calls to them requesting a resolution. All of which have been unsuccessful in anything other than referring me back to the school.

  Business response

  11/16/2022

  We must be notified of non-receipt of a shipment within 30 days to receive a refund.  We are unable to assist the customer in this matter.  ******* University was billed and paid for her shipment.  Any resolution of that debt is between the customer and the school.  

  Customer response

  11/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  ******* University paid MBS for the order, the order was never delivered and presumably cancelled. No correspondence was made because the classes were not taken, I was disenrolled before the books were shipped. MBS is unable to confirm that the books were delivered and refuse to provide a refund to the school. 
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered around $600.00 in text books, ebooks/prime access.I did not receive a prime access code for a Spanish book. I emailed three different people and called for three days straight during my lunch hour and was on an automated hold with music for 45 minutes each time with no response to their 24/7 help hotline. The receipt stated your ebook/access codes will follow in the next email. I expected the us history code and the prime access for Spanish (as it stated in the email)Since time has gone by- and school is in session - and no response I had to rebuy the access code for another $105. (With a different company of course!) Here is the email I sent:Hello. My name is *****************************. I made a purchase for my son, ********************* on 8/11/22, order #********. We cant find the prime access code for ****** Senderos level 1b.978-1-68005-906-9 class-526 I have tried to access it on my digital bookshelf- nothing is listed.I called your 24/7 phone number and was on hold for 45 minutes (good music) but was never connected to anyone.I had him check his email and he did not receive a code for Spanish, (only US History)Can you help me with this? Thank you in advance for your time.***************************** Thank you BBB for your time and effort on this.They send an automated message saying your email has been received and someone will get back to you or the give you another email to contact- I was talking to two other parents that this happened to as well- they had the same exact issue with no help 24/7 line and received no email response as well from MBS Direct.

  Business response

  09/23/2022

  We sincerely apologize for the delay in response to the customer's inquiries.  We were experiencing very long hold times due to this being the busiest time of year.  The customer service rep explained that the access card should have been inside the physical textbook.  I have issued a full refund for the customer's book that she had to purchase from another vendor in the amount of $184.25.  

  Customer response

  09/23/2022

  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

  08/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered text books in advance for the school year. We didn’t have the option to use anyone else because the school partnered with this incompetent company. The only delivery date was august 18TH, the day after school begins so I paid extra to have them sent before. Using their tracking information the books have not even shipped yet. I sent emails and called today and was told to wait until the night of the 16th and if the books were not here they would then and only then send out another set. They also just today after my emails initiates an investigation with *** to locate the books. None of which is my concern. Nothing will be here when school starts Wednesday and if I follow their directions nothing will ever be here. This will cause me to have to find an alternative. I would also like my expedited money returned and would like my daughters books by tomorrow evening. On their payroll. I am also going to petition ********** country day to cancel their partnership as there are presumably many other violations. As a 9 year patron of the school I believe I can absolutely have them investigate and ultimately sever ties with this juvenile company.

  Business response

  08/24/2022

  I have issued a refund for the original shipping costs in the amount of $28.98.  According to the tracking information, the customer received their package on August 17 at 6:12pm.  We apologize for not resolving the issue in a more timely manner.  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased rented books from MBS direct last fall. They put me on an automated phone list. I returned my book by early January. Yet, I have continued to be on their automated call list. I have told them on at least two or three occasions that I already returned the book in question. Now, it is May, and my patience has expired. If this happens again, I will start contacting regulatory agencies to notify them of this conduct which I am sure violates state or federal law. I would like at least 200 dollars off of any further products I may buy from them in the future to compensate for the bother of their practices. Additionally, they are never to call me again. Or, I will escalate this matter further.

  Business response

  05/26/2022

  This customer's rental item was supposed to be returned to us on 12/22/2021. 

  The customer returned the item to us on 1/7/2022. 

  If a rental item is not returned on time, collection attempts begin. 

  Our system attempts to charge the card on file up to 4 times and if still unsuccessful, the customer is sent to collections. 

  The customer's shipment was not processed until 1/18/2022 due to volume of workload.  

  We apologize for the repeated calls from collections after the rental item was returned.  To avoid this in the future, the customer will need to create an end of rental quote on our website and return the item on or before the due date.  
  

  We will not be offering any financial compensation.  
  

*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. ↩