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

  
• 

  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:10/06/2025

  Type:Customer Service 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 have plenty of supporting documentation and screenshot of conversations re the issue that needs to be resolved but the site is not allowing me to upload all of the documentation

  

  Business Response

  Date: 10/06/2025

  Good afternoon ******

  Your account has been updated; there will be no rental purchase charges for the item returned to us. We value you as a customer and appreciate your business. 

  Thank you,

  eCampus

  Customer Answer

  Date: 10/07/2025

  
  
  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,
  
  
  
  ***** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/23/2025

  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 paid to rent a book but never received it. I did 3 chats and 2 emails to resolve this issue. I tried to file a claim through USPS, but they never insured the book and Ecampus wants me to pay the additional cost of the book if not returned by 12/17/25. I cannot return something that I never received.

  

  Business Response

  Date: 09/23/2025

  Hi ********

  Thank you so much for reaching out to us. we have reviewed your account and order 9826671. At this time, we have issued a full refund for the missing shipment. We sincerely apologize for the inconvenience this has caused you. The refund process takes 3-5 business days to process and post. Please let us know if you need any further assistance.

  Thank you,

  ****

• Initial Complaint

  Date:09/22/2025

  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 ordered 2 Books from eCampus: Criminal Profiling
  ISBN: ************** and Forensic Criminology
  ISBN: ************* on August 9, 2025. The books I purchased were brand new and I received them is such condition. My class was cancelled so I did not need the books. I contacted eCampus and asked them if I could return the books, they sent me a return form. I did remove the plastic from the books because I was anticipating assignments but the books were not marked or used in any way. I returned the books and was sent an email from eCampus saying the books were returned in "used" condition and I was not eligible for a refund, and I had 10 days to reply to the email or my books would be "recycled" (see attached photos). I responded by contacting eCampus through their "chat feature" because that and email are the only ways to reach a human being at eCampus. I was told by John that for $12.00 per book I can get my books returned to me. I agreed to the $24.00 fee (2 books) and the fee was processed through my credit card. Today I called to see what the status of my return ws and I was told it would take 12 weeks to process my return "due to high order volume".....the semester started nearly month ago I was never told it would take 12 weeks to receive my books back from eCampus.......both time I spoke on chat to John. I just want to the 2 new books returned to me in a timely manner. How can these people be in business? I am filing a complaint with the Attorney General's Office. There is no phone number to reach this company and straighten this out. Students should not be treated like this, especially when most are with out financial means.

  

  Business Response

  Date: 09/23/2025

  Good morning ************

  At this time, our customer support agent has processed the return shipping charge and submitted the return request form to our warehouse. Our facility is experiencing our peak season and will return the items to you as quickly as possible. If you have any additional questions or concerns regarding this matter, please visit our help desk at *************************************** 

  Thank you for being a valued customer,

  eCampus

  Customer Answer

  Date: 09/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The seller has neglected to inform me of when my property will be returned to me. The seller cites "peak season" however 100% of the country's schools have been back in session for over a month. The seller has not been reasonable with me, they reject my return and give me a time frame of 10 days in which I have to respond to their email or the books I returned would be "recycled". I promptly responded to the seller's chat feature and was billed $12 for each book for a total of $24.00. Ecampus never sent an email receipt acknowledging this charge/transaction. The charge has been billed to my credit card  is on my statement. The eCampus agent never indicated that that it would take 3 months to get my books returned. How can the seller be held accountable?  All I want is my books, to be returned in a reasonable time frame. I am filing a complaint with the Attorney General's office as well as the Department of Consumer Affairs.
  
  
  
  Sincerely,
  
  
  
  *********** *******

  

  Business Response

  Date: 10/07/2025

  Hi ************

  Here is the return tracking for your items *** ******************. Thank you for your patience with this matter.

  -eCampus

  Customer Answer

  Date: 10/11/2025

  
  
  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,
  
  
  
  *********** ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/22/2025

  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.

  Purchased a book from a seller listed on the *********** website on 9/11/2025. Paid $48.58 for the book and $9.25 for expedited shipping. The vendor listed on the *********** website is **** ***** ****** Needless to say, it's now 9/19/25 and I never received the book although the charge posted to my credit card. The USPS claims that the tracking number provided to me is false. eCampus claims that they are not liable and can provide no information on the vendor or the purchase even though the vendor is listed on their website. The vendor, Half Price Books, claims they never received the order placed on the eCampus website. I have now disputed the charge with my credit card, but this is absolutely ridiculous and possibly fraudulent. I'd like an explanation and a refund. Thank you.

  

  Business Response

  Date: 09/23/2025

  Good afternoon,

  According to the tracking provided **** *********************** this order was delivered on 09/18/25. If you need to contact the Marketplace seller their email address is *****************************. Please let us know if you need any further assistance.

  Thank you,

  eCampmus

  Customer Answer

  Date: 09/23/2025

  
  
  Better Business Bureau:
  
  
  Apparently, filing a BBB complaint is the only way to get updates on an order.  Yes, I received the book on 9/21/25 after I filed my complaint.  The tracking number that was originally given to me was wrong and there was zero communication.  While resolved, that doesn't excuse the bad experience I had with this vendor.  Thank you for interceding on my behalf.  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair 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 am a seller on *********** online marketplace. I sold several textbooks starting on 8/5/2025 until 8/21/2025. Per their policy for first time sellers, there is a 30 day hold on payment, which should have been 9/5/2025 as the payment day. I am now currently 2 weeks past the 30 day payment date and it will obviously continue to go up because they don’t seem to feel the need to send my direct deposit for a little over 800 dollars. I provided screen shots of all the orders I have fulfilled and have not been compensated for. I have tried several times to reach out by phone and email and have not gotten a response. Customer service is a joke with this “business” if you even want to call them that because their whole system is a sham. They obviously do not want to reach back out to you because they don’t care. Textbooks are expensive, especially for law students like myself and I had planned on selling my books every semester and now obviously feel very strongly against that and highly recommend anyone thinking of doing the same to find another outlet to sell your books because you are liable to give away your books to the individuals who purchase and not be compensated for it on this platform maintained by Ecampus.

  

  Business Response

  Date: 09/23/2025

  Hi ******

  Per our Marketplace Seller Payment Guidelines all new Sellers are subject to a 30-day Qualifying Period. The Qualifying Period begins on the date that the Seller confirms their first sale. No payments will be made to the Seller during the Qualifying Period. For more questions on Marketplace Guidelines, please visit our help desk: ************************************** - ******* ********* * ******* ** *** ************
  
  ***** ****

  eCampus

• Initial Complaint

  Date:09/04/2025

  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 them a brand new book and they were supposed to give me $20. I shipped it to them and they refuse to give me the $$. They want me to pay them for the book back. They sent me a picture of the book and it looks wet. Something that must have happened in their warehouse . So they ruined my book and want me to pay for it back.

  

  Business Response

  Date: 10/09/2025

  Good morning *********

  We sincerely apologize for any inconvenience you may have experienced regarding your buyback order. Our warehouse has noted that the item was received damaged, therefore, we cannot send a cash payment for the item. As a courtesy, I'm happy to offer you in-store on your account in the amount of $25. Please let me know if this will resolve the matter at your earliest convenience.

  Thank you,

  eCampus

   

  Customer Answer

  Date: 10/09/2025

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

  The book was in perfect condition when I sent it. It looked wet in the picture they sent to me and the box was not damaged. I sent proof of that. I reject a $25 credit because this is a scam company and I will not be trusting any business with it moving forward. $25 credit to a scam company is not worth anything. They stole my book that I paid money for and now I can’t receive any of the money back for it. All I can do now is get the word out that this company is not to be trusted. 

  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:08/27/2025

  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.

  On 08/14/2025 I purchased a book, *** **** ************ * ********** ******** ***** ************** from Seller: Just one more Chapter for $174.11, tax- $12.19, Expedited Shipping $10.26 for a total of $196.56, Order Number *******. On 08/22/25, I emailed customer service to advise them that the status reads shipped from the seller, and a **** label has been created, but the seller has not actually given the book to ****. I have tried multiple times to contact the seller and receive no answers. I have contacted Customer Service multiple times asking for a refund, that I have been scammed by the seller. The seller is using my current city to sell another book on a website. I have sent a screenshot to the customer service representative ******* ** Today 08/26/2025 I received the following from ******* ** * Hello ********
  Our records indicate that this item cannot be cancelled at this time. This item has either shipped from our warehouse or it is queued for shipment by the publisher. Tracking information is/will be provided in your customer account under Order History. If needed, you may return this item for a refund within 25 days from the original ship date.
  
  This information is incorrect as I enter the tracking information through ****, and it reads: A status update is not yet available on your package. It will be available when the shipper provides an update or the package is given to ****. I also have screenshots of the scammer using my current city to sell books on another cite.
  
  As a company, you should vet people before they are allowed to sell on your website. I am requesting a full refund $196.56 for the book that has not been shipped per **** Tracking number.

  

  Business Response

  Date: 09/16/2025

  Hi ********

  Thank you for reaching out regarding this order. At this time, I have requested a full refund back to the original payment. Refunds typicality take 3-5 business days to process and post. If you have not received a refund after 5 business days, please me us know. We sincerely apologize for the inconvenience you have experienced.

  Thank you,

  eCampus

• Initial Complaint

  Date:08/25/2025

  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.

  On July 3, 2025, I rented two books from Knetbook Online in preparation for a class in August. Unfortunately, neither book arrived on time. While I was refunded for the first book, the second has been an ongoing issue.
  
  I returned the second book in perfect condition, yet I was told that although the company has received it, I must wait 30 days for a refund. I do not understand the reasoning behind this delay. Each time I reach out, I receive the same generic response from someone named Ann, stating that the book is still being "verified."
  
  The refund amount owed to me is $68.01. I am growing increasingly concerned that this is a tactic to delay or avoid issuing a refund. It appears the company is benefiting by holding onto customer funds unnecessarily.
  
  Additionally, my account has been compromised, and I cannot accept a refund to the original card. Despite notifying the company of this issue, I have received no further response.
  
  I am requesting an immediate resolution to this matter. Please issue the refund of $68.01 to an alternative payment method and provide confirmation without further delay. If this issue is not resolved promptly, I will be forced to escalate the matter through my financial institution and file a complaint with the appropriate consumer protection agencies.

  

  Business Response

  Date: 09/08/2025

  Good morning *****

  At this time, the rental has been checked in and a refund in the amount of $24.05 has been issued for the refunded item. Please allow 3-5 business days for the refund to process and post to your account. If you need any additional assistance, please let us know. 

  Thank you,

  Knetbooks

  Customer Answer

  Date: 09/08/2025

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

  I did not even take the book out of the wrap and mailed it to them in perfect condition. They charged me $68.01 as you may see in the attached form. They have to reimburse me this amount. I am not sure where they get the fee of $24.05. They have to refund the whole thing.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:08/21/2025

  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.

  This business is awful. They take the money out of your account then cancel your order so you never receive your books. They give you a number that is no longer in service and a number that’s ask for you to leave a message. There’s no refund option and no way to contact the people in time enough to get what you need. I am a college student that is struggling to pay for education as it is so this has ruined the start of my junior year. I paid 119 dollars extra to receive my books that I will never get and I’m now out of 500 dollars plus a failing grade. I am beyond frustrated.I feel defeated.

  

  Business Response

  Date: 09/08/2025

  Good morning ********

  We apologize for the inconvenience you may have experienced regarding your order. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regard to what causes these cancellations, other than generic notifications. This order was fully refunded with in 24 hours. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you for choosing eCampus!
  
  

• Initial Complaint

  Date:08/20/2025

  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 rented a textbook and returned it, which tracking shows as delivered and received by eCampus. The company replied that I returned the incorrect book stating that I sent back a book that I have never seen nor heard of. Upon communicating that to the company on July 25th, they advised that they would escalate the case to a supervisor, and that I should await a reply and resolution. I never heard back, and they have since charged me for the full price of said book. I also returned a buyback textbook, which was advised would take 2-5 weeks to process and remit payment. It has been 6 weeks, and the return has yet to be processed and paid. Based on numerous customer reviews, this appears to be a recurrent issue.

  

  Business Response

  Date: 09/23/2025

  Hi *********

  We have reviewed your account. We have refunded the charge for the incorrect item received at this time. Please allow 3-5 business days for the refund to process and post. I am currently reviewing your buyback order, to see what the issue was and why you have not received payment.

  Thank you,

  eCampus

  Customer Answer

  Date: 09/23/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because they only rectified half of the issue.  They said that they refunded the charge for the rental return (the refund has not been confirmed in my account), but are "looking into" the buyback that I sent them.
  
  
  
  Sincerely,
  
  
  
  ******** ******