Complaints

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:06/12/2025

  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.

  Bookstore charged me $46.25 for a digital textbook that was never delivered. Digital textbook was supposed to be delivered on 5/26/2025 for a 7 week course. It is now week 4 of the 7 week course and bookstore has not delivered the digital textbook I was charged for. There has been no ******** link given to me for receiving the digital textbook, I have not been able to receive or access any digital textbook. Emails to the bookstore have not resolved the issue.

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to respond to this concern.
  Our digital textbook delivery system requires a multi-step process to ensure proper student access. The bookstore completed the initial setup correctly and then transferred responsibility to the course faculty member, who is required to connect the textbook to the appropriate course within the campus learning management system (LMS). Unfortunately, this final step was not completed by the faculty member, which prevented the textbook from being visible to students. While the access was technically set up, students cannot view or utilize the materials until the faculty completes this connection.
  Once access is transferred to faculty, the bookstore's role shifts to support and troubleshooting as needed. We do not have the ability to make the connection on behalf of faculty, nor can we verify whether this step has been completed. Additionally, we had not received reports from other students in the course indicating that access was unavailable, so we were unaware there was an issue until the student in question reached out.
  The student first contacted us on the evening of June 8, 2025, outside of normal business hours. We responded promptly the morning of June 9, 2025, with instructions on where to locate the link within the LMS and asked the student to confirm whether it was present. We did not receive a follow-up until the early morning of June 12, 2025, at 1:38 AM. By that time, the BBB complaint had already been filed.
  Upon receiving confirmation that the textbook was not visible, we immediately began troubleshooting and determined that the course had not been activated on the faculty side. We worked directly with the faculty member to complete the connection properly and ensure the student had access to the materials.
  To address the inconvenience, we issued a full refund to the student on June 12, 2025, while still maintaining access to the course materials.
  For reference, we have attached both support cases submitted by the student, along with our responses and the associated timestamps.
  Thank you for allowing us to resolve this matter. Please reach out to **************** for any questions or follow up.