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:07/03/2025

  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 was charged full price of the rental because it was deemed “unusable”. The fact that this is deemed “unusable” is quite frankly embarrassing! Two little rips in the corner of a cover page should not warrant it to be unusable or not readable. There have been plenty of books that were in worse condition that have been reused for rentals. And then trying to charge a 12 dollar shipping fee on top of that if I wanted to have the book shipped back to me!! So much for helping college students, instead making a buck off of them for a very lame excuse. No wonder the reviews are bad!

  

  Business Response

  Date: 07/10/2025

  Good afternoon *********

  Per our rental policy, if an item is received in unacceptable condition, the student will be charged for the damaged item. The item was received with torn covers; therefore, the card on file was charged for the item. If you want more information regarding our rental agreement, please visit our help desk ****************************************. We sincerely apologize for any inconvenience you may have experienced.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/11/2025

  
  
  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:06/11/2025

  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 rental book. No tracking sent until book was shipped to the wrong address, unable to be delivered and marked return to sender by UPS. Company has no phone contact, only chat. Tried twice to get help. Now they won’t guarantee when I get my money back and also can’t guarantee if I could get the book.

  

  Business Response

  Date: 06/16/2025

  Good morning,

  We have reviewed your order and account notes. A full refund was issued back to the original payment method on 06/14/25. If you need any additional information, please let us know.

   

  Thank you,

  eCampus

• Initial Complaint

  Date:06/09/2025

  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.

  We rented a VERY used text book from ecampus and returned it in the used condition it was received in. We were charged $100 for damage we did not incur. Booked was marked as unusable the company has charge me the replacement fee for a book that came to me used. I didn't complain because I knew I was renting a used book.

  

  Business Response

  Date: 06/16/2025

  Good morning *****

  We have reviewed your order and account notes regarding this matter. Our records show that the item was sent to you in "new" condition. The item was return with what looks to be ink splatters all over the back cover. Per our rental policy, any item returned with damages due to use, the customer will be charged for the full price of the item. If you have any additional questions or concerns, please visit out help desk at **************************************. Thank you for choosing eCampus!

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair 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.

  My daughter went through E-Campus to rent books for her college classes. She received the book in torn up but usable condition. She ended up not even using the book. Upon returning the rental at the end of the semester we were charged a fee of $300 for damages (that were there when the book was received). I tried calling their Customer Service phone number multiple times and it repeatedly said no reps are available and would promptly hang up. So I contacted them via chat. I was told an inquiry would be made. Basically, they stuck with their initial decision and aren't refunding the money for the book in the same condition it was sent to my daughter.

  

  Business Response

  Date: 06/26/2025

  Good afternoon ******

  Thank you for reaching out to us. We have reviewed account, at this time at a courtesy to you, we have decided to refund the rental purchase charge in full. This refund will apply to the original payment method and takes 3-5 business days to process. In the future if you received any rental with damages, please report such damages within 30 days to our customer support team. If you have any additional questions or concerns regarding this matter, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 06/27/2025

  
  
  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:06/04/2025

  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.

  On January 2, 2025 I rented a used textbook for $27.09and when it arrived it had wear and tear issues as expected. I returned the book and on 06/03/2025 to my surprise I received a charge of $138.65 to my debit card that was being charged for the full amount of the book. I later checked my email and was advised that I returned the book damaged. I did not return the book damaged. I returned the book in the same condition I received it! Of course, I didn't think to take a picture of the book when I first received it because I have rented books from other companies before and had no issues. I contacted a representative who was no help at all. I asked for the message to be escalated to a supervisor and still haven't been contacted. This is a scam! I was full price for a used book as if it were brand new for damage that I did not do! And to make it even worse they want to charge me an additional $12 to mail the book to me. Please help me to resolve this issue because this is just wrong and unfair. Thank you for your time and attention. ******* ******

  

  Business Response

  Date: 06/20/2025

  Hi ********

  My records reflect that your rental ****** ***** ** ******* ************ was returned with some liquid damage. We are unable to accept your rental return because liquid damage of any kind is deemed unsanitary and can cause the spread of book mold in our facility. As a result of this liquid damage, you have been charged the full replacement cost of this item in the amount of $138.65. We apologize for any inconvenience this has caused. If you have any additional questions or concerns, please visit our help desk at ***************************************

  Thank you,

  eCampus

• Initial Complaint

  Date:06/02/2025

  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.

  I attempted to sell ******** ******* *** ******** ******** ****************** ******** *******
  ISBN: ************* to campus. I got a quote and shipped it to them. I received the following message on 5/19:
  After inspecting the item, we found it did not meet our quality standards. For more information or to have the item returned to you, please contact our customer service team *****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************. There will be a $12 flat rate shipping fee for all returned packages. If this issue hasn’t been resolved by May 26, 2025, this item will be recycled.
  
  I reached out by clicking the link the day of. I got not response and so a few days later I submitted another email asking for how to have the book shipped back to me. I still have received no response and there is no phone number to call.

  

  Business Response

  Date: 06/16/2025

  Hi *******

  The item that was sent to us for the buyback had excessive highlighting and writings throughout the book. This item was not eligible for the buyback program dur to that. As of 06/16/25 the item was properly recycled, as our customer support team received no response from you. If you have any additional questions or concerns regarding this matter, please visit our help desk at **************************************. we sincerely apologize for any inconvenience this may have caused.

  Thank you,

  eCampus

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I reached out to have the book shipped back to me by clicking the customer service link the day I received the email rejecting the purchase. I got not response and so a few days later I submitted another email asking for how to have the book shipped back to me. I still have received no response and there was no phone number to call. Either the customer service portal doesn’t work or I was ignored.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 06/25/2025

  Good afternoon *******

  The item that was sent to us for the buyback had excessive highlighting and writings throughout the book. This item was not eligible for the buyback program dur to that. As of 06/16/25 the item was properly recycled, as our customer support team received no response from you. If you have any additional questions or concerns regarding this matter, please visit our help desk at **************************************. we sincerely apologize for any inconvenience this may have caused.

  Thank you,

  eCampus

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the business had made no effort to compensate me for the loss of my book that I could have sold elsewhere. Either their portal wasn't working or my messages were ignored and they recycled my book. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:05/16/2025

  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 rented the book Elementary and Middle School Mathematics for $63.33 for the Spring 2025 semester. The book was due by May 16th or 17th, and I shipped it back several days in advance. I then received an email saying that the book was "damaged in a manner as specified in our rental policy" which could include water damage, a broken spine, missing pages, missing or torn covers, or excessive highlighting (more than 1/3 of the book). None of these were the case! This book was in fantastic condition (very good or even like new). I did some highlighting in early chapters, but much less than the limit. The company charged my credit card $126.65 without my permission and with no details given as to what the damage specifically was. I have attached pictures of my receipt and several pictures of pages throughout the book that I had taken before shipping it back. There is absolutely no damage to it whatsoever.
  
  I tried to call the support line yesterday at 4:15pm EST, and the phone immediately connected to the message "no support agents are available, please try again later." The support hours are listed as 8:30am EST - 6:00pm EST Monday-Friday. I continued calling every few minutes until 6pm and got the same message every time, with no option to leave a message or anything. I tried calling again starting this morning at 8:30am several times, and then again around 9:45am, still getting no response. I have emailed the company 2 times with no response as well. I think this must be a scam!

  

  Business Response

  Date: 06/16/2025

  Good morning,

  We have reviewed your order and account notes. On 05/16/25 a full refund was issued for the rental purchase charge. If you need any further assistance, please let us know. 

  Thank you,

  eCampus

• Initial Complaint

  Date:04/21/2025

  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.

  Campus Textbook is attempting to charge me for damage to a textbook I rented and returned in the exact condition I received it. I did not use the book during the rental period, and I take great care of any materials I rent. Any alleged damage could have occurred during the shipping process or prior to my receiving it.
  
  This is an unfair and baseless charge. I was not provided any proof of the condition of the book before it was shipped to me, nor have I been given sufficient evidence of the supposed damage. I am being held financially responsible for something I did not do, and Campus Textbook’s customer service has been unhelpful in resolving this matter.
  
  I am requesting that this damage charge be dropped and that Campus Textbook improve its inspection and accountability process to prevent similar issues for future customers. I also want it noted that I will not be renting from this company again due to this poor experience.
  
  Thank you for your time and assistance in facilitating a fair resolution.

  

  Business Response

  Date: 04/24/2025

  Good afternoon *********,

  We have reviewed your account and the photos of the damaged item that were provided to you by our customer support team. The item was sent to you in "new" condition and returned in an extremely used condition. Our customer support supervisor has deemed the item damaged due to usage. Per our rental policy, once the rental is in your possession, you are responsible for its condition. Damage to a rented book is defined as any condition that makes the book unusable as a future rental. Such conditions include any liquid or water damage, a broken spine, missing pages, missing or torn covers, excessive highlighting (more than one third of the content), excessive or inappropriate notes or any other such condition that makes the book unsuitable for future use. A fee will be charged to the credit card on file of any customer returning a damaged book. we apologize for any inconvenience this may cause you.

  Thank you,

  eCampus

• Initial Complaint

  Date:04/08/2025

  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.

  Submitted two books (one for each of my sons Steven Abbate and Christopher Abbate) of Introduction to Sociology ISBN #97*********22 for which Ecampus agreed to pay $22.50 each. After a long period of time without payment, I contacted them. Was now told that the book submitted was not the book they were supposed to receive which is completely UNTRUE. After a back and forth I asked them to return MY books which I submitted and was asked to PAY out of pocket additional $11.00 which I did. I received back a book today that is NOT mine. I contacted them again today and was told that is the book they received from me which is NOT true! I am asking for my books to be returned or the payment which is due

  

  Business Response

  Date: 05/05/2025

  Good morning *********,

  We have sent your complaint and order information to the customer service director for further investigation. Once, we have a resolution we will reach back out to you. Thank you for your patients with this matter.

  -eCampus

• Initial Complaint

  Date:03/19/2025

  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.

  Order #******** I purchased a Book on Secured transactions for $167.46 on 8/19/2024. I then returned the book. The book was not in the best condition. But they said I did return it. Next thing I know they post order #******* without my permission for $341.32 again for the secure transactions book. I do not know how they generated this but I did not order this! I just do not want to owe anything to this company. I do not want any money I just do not want to be scammed and told that I owe money for a book I already returned. I keep getting emails saying I never returned the book. I did return the book and I sent customer service proof with a direct request.

  

  Business Response

  Date: 03/26/2025

  Good morning ******,

  Thank you for reaching out regarding this matter. We have reviewed your account and see that the item was returned with thee 30 day return period. Therefore, at this time, we have issued a full refund for the rental purchase charge in the amount of $175.58 back to the original payment method. Please allow 3-5 business days for the refund to process and post. We sincerely apologize for any inconvenience this may have caused you. Please let us know if you need any further assistance.

  Thank you for being a valued customer! -eCampus

  Customer Answer

  Date: 03/28/2025

  
  
  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.