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:10/24/2025

  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.

  I placed an order for 2 Accelerated Math books from *********** affiliated website Knetbooks. The books they have posted are not the ones they are selling, after waiting a month to receive them due to supply issues (when I placed the order, it was supposed to be a 4 day turnaround) My son said the ones they sent were the regular math books. I looked at the picture on the website, and yes, they are showing the accelerated versions. I emailed the company and they said they could not see the pics, but the books went by book ID#, in the end they did not have the books we needed, they got me a return label, after waiting a month for the return to complete, they emailed me saying the books were returned used, they were not, I have pictures of their condition when I mailed them back, brand new like I got them, and I mailed them back in the same box. I do not know if they were damaged during the return shipment or in their warehouse after sitting for a month, but that is not my responsibility. I reported this issue to my credit card company as well now, they are committing fraud.

  

  Business Response

  Date: 10/28/2025

  Good morning *****,

  Thank you for reaching out regarding this matter. At this time, a refund for both items have been issued back to the original payment method. If you have any additional questions or concerns, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 10/28/2025

  
  
  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:10/07/2025

  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.

  Ordered this book on 8/30/2025 paid $73.33. Found out I didn't need it so sent it back. It was delivered back to you on 9/15/2025. Was told I would receive a refund in the amount of $56.34 because of restocking fee (which is ridiculous the book was never touched). Well now it's 10/6/2025 and after contacting through chat and emails which were NEVER returned I get the standard ridiculous answer of it was sent to exceptions so it will take 3 months to hear anything. I should have read the reviews on here before I ordered. Very unhappy. Will definitely go back to ****** So unprofessional to give students a runaround the way they do. Already disputed the whole charge and will file small claims even though it's only $56.34.

  

  Business Response

  Date: 10/08/2025

  Good morning ******

  We sincerely apologize for the inconvenience caused by this matter. A refund of $74.52 was issued today 10/08/25, back to the original payment method. Please allow 3-5 business days for the refund to reflect. Thank you for being a valued customer! 

  -eCampus

• 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:09/29/2025

  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 placed an order on June 10th for a textbook rental and sent it back on August 22nd. On September 25th, I received an email that it had been damaged and that I would be charged the full price. I reached out to customer service and they sent me a picture of a paperback book with the back cover ripped off, and I let them know that the book I had received and returned was a hardcover, so they had the wrong order. They then charged my bank twice for the replacement, even though customer service told me that they would be halting the charges while doing an investigation.

  

  Business Response

  Date: 10/06/2025

  Hi ******

  We have reviewed your account and have refunded the rental purchase charge as this time. Please allow 3-5 business days for the refund to process and post to the original payment method. We value as a customer and appreciate your business.

  Thank you,

  eCampus

• 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: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 September 11, 2025, I placed order no. ******** on ******* Bookstore ************* to purchase the book Principles of Taxation 2026, which is essential for completing graded academic assignments. Access to this material directly impacts my course performance and grades.
  
  However, on September 22, 2025, upon receiving the order, I found that *********** sent me the 2024 edition of the book instead of the 2026 edition that I properly ordered and paid for. I emphasize that I have not used or even opened the incorrect book, since it does not correspond to the product I purchased.
  
  I had already used the temporary free access provided by the publisher, which expired on September 20, 2025. As a result, ************* failure to deliver the correct product left me without access to the required material, putting me at risk of losing points on assignments due this Friday.
  
  I desperately need a working digital access code until the correct edition is delivered, to ensure my studies and grades are not harmed. Additionally, the replacement of the incorrect book with the correct edition (Principles of Taxation 2026) is ensured, along with the assurance that no additional charges will be applied and that the return of the incorrect book will be free of charge.

  

  Business Response

  Date: 10/06/2025

  Good afternoon ******

  We have reviewed your account and see that you have created a return label for the incorrect item, however, that item has not been scanned into UPS tracking at this time. I have set the account up for a full refund upon the return of the item. If you need any further assistance, please log into your account and visit ************* *** ********* ******* Online Bookstores help desk. 

  Thank you,

  eCampus

• 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:09/17/2025

  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 books in May to sell to this company. They paid for a few of them and said the others were damaged. I requested photos of said damage since books were basically new and unused. Finall In August I get a message stating they destroyed the books. Then I got another message that said they were wrong and owed me money I would get in 10-14 business days. I have not gotten my payment and no one will respond to me now.

  

  Business Response

  Date: 10/09/2025

  Good morning *****

  I have reviewed your buyback order, **** ************** *************, and ************* were received damaged, therefore, we could not send payment for these items. Two other items, **** ************* *** ************* a check request has been submitted sent to our account department for payment. The check request was submitted 10/09/25 and will be mailed out within 14 business days. We sincerely apologize for the inconvenience regarding these items.

  Thank you for your patients,

  eCampus

  Customer Answer

  Date: 10/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I only received one message with one book that was rejected just listed several times. I have also enclosed a picture of said book and you can clearly see there is no damage. This book paid out the most to me as well. I have heard before payment was on the way and I didn’t get it. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• 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