SmallBizGenius Analysis

Books-A-Million receives overwhelmingly negative reviews regarding their online order fulfillment, website functionality, and customer service. While some customers report positive in-store experiences, the online platform appears to be plagued with issues.

Category Breakdown

Scores based on analysis of 208 recent reviews

Order Fulfillment Issues

2.0/10

Numerous reviewers report problems with order fulfillment, including delayed shipping, cancelled orders without notification, and incorrect items. Many customers pre-order special edition books, only to have their orders cancelled months later without explanation, as one reviewer stated, "They cancelled an order with 3 special edition books(Trilogy), with no notice."

52 reviews mention this

Customer Service Problems

2.5/10

Many reviewers express frustration with Books-A-Million's customer service, citing unhelpful representatives, long response times, and difficulty resolving issues. Some customers report being hung up on, receiving conflicting information, or being unable to get refunds for cancelled or damaged orders, with one reviewer stating, "Terrible company; terrible/zero customer service."

38 reviews mention this

Website and App Functionality

3.0/10

Several reviewers complain about the Books-A-Million website being slow, unresponsive, and prone to crashing. Customers also mention the lack of Apple Pay and other convenient payment options, with one reviewer stating, "Website is insanely slow, unresponsive, constantly crashes, unable to check out, and doesn't offer Apple pay."

15 reviews mention this

Shipping and Packaging

3.5/10

A recurring issue is the poor quality of shipping materials, resulting in damaged books. Reviewers note that books are often shipped in flimsy envelopes, leading to bent corners and torn packaging, as one reviewer stated, "The book I ordered was a signed copy and was something for my collection but the shipping material did not protect the book and now the corners of the book are damaged."

12 reviews mention this

In-Store Experience

4.0/10

A few reviewers mention positive experiences in Books-A-Million physical stores, praising the friendly staff and enjoyable browsing environment. One reviewer stated, "Reason people are nice they have needoh good books fun people have fun there and the people are kind they will hold eneything for u before call."

5 reviews mention this

Billing and Charges

3.0/10

Some customers report being overcharged for shipping or encountering unexpected membership fees. They express frustration with the lack of transparency and difficulty in resolving billing discrepancies, with one reviewer stating, "I made an order and got charged an extra 6 dollars for shipping."

7 reviews mention this

Order Cancellation Issues

2.0/10

Several reviewers reported that their orders were cancelled without any notification from Books-A-Million. This left customers without their desired products and created significant frustration. One reviewer stated, "They cancel your order and never notify you."

10 reviews mention this

Pros & Cons

What Customers Love

Friendly and helpful staff in physical stores Mentioned 4x
"Reason people are nice they have needoh good books fun people have fun there and the people are kind they will hold eneything for u before call"
Wide selection of books and other items available in-store Mentioned 3x
"All types of books funny horror there all good"
Managerial intervention can resolve issues Mentioned 2x
"*Resolved to satisfaction on 8/19/2025 via a manager reaching out personally! Updated review to reflect the stellar customer service received regarding this*"

Common Complaints

Orders frequently get cancelled without notification Mentioned 10x
"They cancel your order and never notify you. I spent 65 dollars on a present that was supposed to be delivered and they cancelled it with no warning or email."
Website is slow, buggy, and lacks essential features like Apple Pay Mentioned 15x
"Website is insanely slow, unresponsive, constantly crashes, unable to check out, and doesn't offer Apple pay making it difficult to even check out."
Customer service is often unhelpful, unresponsive, or provides conflicting information Mentioned 38x
"Do not order from them. I placed an order for a book and did not hear back from them for over a month. When I contacted customer service, one representative stated I would get a refund and then when I..."
Shipping is slow and unreliable, with frequent delays and lost packages Mentioned 52x
"Ordered a pre sale book that has taken close to a year to ship."
Books are often damaged during shipping due to inadequate packaging Mentioned 12x
"The book I ordered was a signed copy and was something for my collection but the shipping material did not protect the book and now the corners of the book are damaged."

Common Questions About Books-A-Million

Answers derived from customer review patterns

Is Books-A-Million legit and trustworthy?

Based on 100 reviews, Books-A-Million's online operations appear unreliable. While the company is a legitimate bookseller, numerous customers report issues with order fulfillment, customer service, and website functionality. The high volume of negative feedback suggests caution when ordering online. For small businesses, the risk of delayed or cancelled orders and poor customer support may outweigh any potential benefits.

Based on 45 reviews

Does Books-A-Million have good customer service?

Customer service is a major pain point for Books-A-Million, according to the reviews. Many customers describe unhelpful and unresponsive representatives, long wait times, and difficulty resolving issues. Some reviewers report being hung up on or receiving conflicting information. While a few customers mention positive experiences with in-store staff, the overall sentiment regarding customer service is overwhelmingly negative.

Based on 38 reviews

Is Books-A-Million worth it for small businesses?

For small businesses, Books-A-Million's online platform carries considerable risk. The numerous complaints about order fulfillment, customer service, and website issues suggest that it may not be a reliable supplier. While the company may offer competitive pricing or a wide selection, the potential for delays, errors, and poor support could negatively impact business operations. Small businesses may be better served by exploring alternative book suppliers with more consistent and reliable service.

Based on 20 reviews

What is Books-A-Million's return policy like?

Information on Books-A-Million's return policy is difficult to ascertain from the reviews, but the negative sentiment around customer service suggests that returns and refunds can be problematic. Some reviewers mention difficulty obtaining refunds for cancelled or damaged orders, while others report having to pay for return shipping despite the company's error. One reviewer noted a policy where refunds are not issued even if the item is sent to the wrong address, creating additional risk for customers.

Based on 5 reviews

Why are Books-A-Million orders frequently cancelled?

Order cancellations appear to be a common issue with Books-A-Million, often occurring without any prior notification to the customer. Reviewers speculate that cancellations may be due to inventory management problems or issues with pre-ordered items. Regardless of the reason, the lack of communication and the resulting disappointment make this a significant source of frustration for customers.

Based on 10 reviews

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