Complaints

This profile includes complaints for eCampus.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  eCampus.com

  2373 Palumbo Dr Lexington, KY 40509-1047

  
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  eCampus.com

  2415 Palumbo Dr Lexington, KY 40509-1116

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented book at the beginning of this semester in August 2022. I paid the rental books and received the books. The semester ended November 20, 2022. Since that time, I have tried to return the books. I went online many times to retrieve a return label as both their text and email suggested. It would not allow me to print a label. I tried at least once a day for several weeks. The phone number given on their text 859-667-1483 states that the number has been disabled and email number ************ states that no support persons are available and hangs up. The charged my bank account without permission for $438.20. They finally send me a return label and want to charge me a 25% restocking fee when it was their fault that the books can't be returned in time. This is a scam!!! I want the total amount returned.

  

  Business Response

  Date: 03/08/2023

  This customer file a chargeback with their credit card company. As of today, the bank has not made a final decision. Customer has been refunded 75% of the original charge in question.  We cannot consider any further action on the remaining amount until the chargeback process has been completed.

  Thanks,

  ***** *************

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a book back to e.campus months ago and they said the refund was sent to an account number with digits ******* which you can see the digits are a scam. Close numbers. I have never own an account with this number and I have never received my money back and they have my book now. I sent them a message and they keep telling me to contact them in a different day and It has been months and no refunds yet. Scam.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We have reviewed your account, as well as reached out to our accounting team. Per the accounting team the payment that was sent on 12/21/22. has been returned. A check request has been submitted to the accounting department on your behalf. The accounting team will be mailing a paper check to the address on file. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you,

  eCampus

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ******* ecampus books rental Order Date Payment Method Total Price 8/3/2022 10:50:30 AM MasterCard Shipping Address: **** ****** ** ********* ** ********** View Invoice ****-9668 Price: $86.51 Fees*: $0.99 Tax: $5.19 Shipping: $0.00 Total: $92.69 INTERMEDIATE ALGEBRA (LL)-W/CONNECT INTERMEDIATE ALGEBRA (LL)-W/CONNECT ISBN: 9781260500066 Rental Shipping Method: Standard Shipping 1 Rental purchased $86.51 I received the textbook and they are claiming the ISBN was incorrect and therefore would not accept the return. After trying to speak with help desk online they informed me that I would also be charged cost of the book rented due to it not being returned. It doesn't make sense that I would have two textbooks of similar Alg class and yet return the wrong book considering I have only rented one and from them.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We apologize for the inconvenience and confusion regarding your rental return. We have issued a full refund back to the original payment method for the rental purchase charge. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  Ecampus

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This eCampus book company is a scam. They have charged me for a book I returned. And have said that I returned a different, incorrect book. This is a lie & I have my receipt from the UPS store. I returned the correct book brand new with the access codes still intact. I want my $317 back immediately. This company is a scam and I am sure does this everyday to other people who return their books.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We apologize for any inconvenience or confusion regarding your order. We have reviewed your account. A full refund was issues back to the original payment method on 12/16/22. If you have not received this refund or need further assistance, please visit our help desk at ***************************************

  Thank you,

  eCampus

  Customer Answer

  Date: 01/05/2023

  
  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

  Date:12/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a book for the semester and returned it on time. I received a used book in which the cover was worn but the pages are in good condition. I was then charged full price to the wear and tear that was already there. I wish I had taken photos of how it was received. I kept this book in my bag most of the time. Only using it for the assessments. I’ve rented books from several places and have never had a charge for damage. I will never use this company again.

  

  Business Response

  Date: 01/12/2023

  Thank you for contacting customer service,

  We have reviewed your account as well as the item in questions. We have issued a full refund for the rental purchase charge in the amount of $128.80, back to the original payment method. Please allow 3- 5 business days for the refund to process and post. we apologize for the inconvenience this matter may have caused you. 

  Thank you,

  Ecampus

  Customer Answer

  Date: 01/13/2023

  
  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

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the wrong item and on 9/13/22 I was told a replacement would be sent to me. Instead, on 9/20/22, I received an email with a packing label to return the item. I returned the item with the label provided by ecampus.com. I tracked the item on 11/16/22. It had been received on 11/1/22. I have not received a refund. I reached out to customer support on 11/16/22 and they said it was never received. I continue to track the item and it still says it was delivered. The customer service rep stopped investigating. I submitted another ticket on 11/29/22 and was told I would have a response in 24-48 hours. I still have not received a response. The item has not been replaced or refunded and the company is now unresponsive.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting customer service,

   

  We have reviewed your account. A refunded in the amount of $161.20 was issued back to the original payment method (card ending in 3220) on 12/07/22. Please check your card statement for that time frame for the refund.

  Thank you,

  eCampus

• Initial Complaint

  Date:11/29/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in august - order #********. I returned The books through ups and received confirmation of delivery from ups. Three months later I receive An email stating my books are due. The company is stating the books were never returned even though I have Provided proof of package being sent and also proof from UPS that package was delivered. They tell me they can’t “investigate”. This is highly frustrating as I should Not be charged for books that are returned. There is no working phone number for the business either.

  

  Business Response

  Date: 12/06/2022

  Thank you for contacting customer service,

  This customer reached out on 11/28/22 via social media, this issue was resolved at that time. The customer has been issued a full refund for the items.

  Thank you,

  eCampus

  Customer Answer

  Date: 12/13/2022

  
  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

  Date:11/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a book and since it was late the company was going to charge a late fee but instead they charged me the entire amount of the book. I have a $274 charge from 8/18/22 on my credit card that they have been looking into and giving me the runaround about the refund. I’ve been told I’m getting a refund but we are now in the first week of November. The last excuse they gave me was that it was in the warehouse and they needed to inspect it so to please allow 60 more days and even that has gone by.

  

  Business Response

  Date: 11/15/2022

  Good afternoon ******,

  Thank you for contacting us regarding your account. We have reviewed your order #********. A full refund was issued back to the original payment methos on 11/08/22. If you have not received this refund, please let us know. We apologize for the inconvenience and confusion regarding your return.

  Thank you for choosing eCampus!

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a book to sellbackbooks.com Order #******* With Buyback number ******. The book was supposed to be $20 with a check fee of two dollars. My check was supposed to be $18. Instead I received a check for $16. I was charged the two dollar ‘check fee’ twice. One of the check fees was listed as “BBCheck fee” And was dated July 20, 2020 which would’ve been my first transaction with this company. I contacted sellbackyourbook.com through their online contact us link. I quickly got a reply from a customer service agent who informed me the two dollar fee was standard when mailing a check. It’s obvious she failed to read my entire email stating that there were TWO fees and one was from two years ago. So I replied and explained my position again and received two or three more blank emails before the final email asked me for my order number. That was the last communications and I have no idea when or if I will get a reply? In my email I stated this could be a simple clerical error and I really just wanted an explanation and my $2.00 because if it happened to me maybe it happened to dozens of other customers or perhaps even more?

  

  Business Response

  Date: 11/30/2022

  Thank you for contacting customer support,

  We have reviewed your account. The $2 fee that was deducted from the 2022 buyback order was owed from a previous order that was paid out in 2020. According to email correspondence this has already been explain. If you need any further information regarding buyback orders, please visit our help desk at https://www.ecampus.com/help/help-desk.

  Thank you,

  eCampus

  Customer Answer

  Date: 12/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   The business really went out of their way to recover a 2.00 fee that was a mistake of their own making. Instead of trying to retain a customer they have lost this one at least. Between the emails and actually tracking down a check stub  I’m sure that 2.00 was worth it. Now that’s some customer service. I read the online reviews. I’m not surprised  

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/31/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/2022, I sold two textbooks to ecampus. Both books were in excellent condition and in the same envelope. On 9/29/2022, I rec'd an email saying that the books had been rec'd. on 10/11/2022, rec'd a check from a Book company for one book. On 10/14/2022, I contacted ecampus by chat and was told that the amount I rec'd was for the full amount, however, I informed them that that was not the case. I was told that the issue would be escalated and that I should also send them and email. I sent an email the same day with a copy of the check and the email what said the books were rec'd and the amount I would receive for the books. I then rec'd an email from Omar that the issue had been addressed and had been escalated and that I would hear from him when he heard something. Now, ecampus has had the books for over one month and have probably already sold them, but I am still waiting for a response or a check for the second book. My first contact was over two weeks ago and at this point it seems I am getting the run around. The books that I sent were in excellent condition, one was still in shrink wrap. But, this failure to respond or to correct the problem in a timely fashion is problematic. Had I known I would not have dealt with this company at all. A copy of the check I rec'd is attached The book receipt email is below We Received Your Buyback! Hi *******, Your buyback order #******* has been delivered to our warehouse and is currently being checked in. Please allow 3-5 weeks for your payment of to be sent to you via check. Item Qty Amount 2 85.00 If you sent us multiple items, they may have been checked in at different times. As a result, you may receive more than one payment. Please be aware, the check you will be receiving is coming from A Book Company, LLC. Thank you for shopping with eCampus.com. For support, visit our Help Desk. ©2022 A Book Co. LLC. All Rights Reserved. 2373 Palumbo Drive | Lexington | KY | 40509

  

  Business Response

  Date: 02/14/2023

  Thank you for contacting customer service,

  A check was mailed to the address on file on 10/06/22. If the check was never received, we will be happy to request another check be sent out. If you wish to request a new check to be mailed, please visit our help desk at h************************************** Select the chat option, a customer service agent can put in the request to our accounting department.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/17/2023

  
  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.

  AND, the situation was finally resolved and needs no further action.
  
  Sincerely,
  
  ******* ********