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:11/18/2025

  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 have tried multiple times to return a lab manual that was delivered extremely late, and was either ignored or told it wasnt returnable because it didnt have plastic wrap on it. When I told the agent there had never been any plastic wrap, I was ignored again. I want a refund since I did everything in my power to return it and the lack of communication on their part has not only wasted my money, but now my time and energy.
  I ordered the manual on September 10th, and received on October 14th. I attempted the initial return September 23rd, and the second one November 16th.

  

  Business Response

  Date: 11/18/2025

  Good morning REMOVED

  We sincerely apologize for the inconvenience and frustration you have experienced regarding your order. I prepaid shipping label has been reset within your My Account for the return. Please log into your account, select manage my orders, return for a refund. All return shipping fees have been waived. We must receive this item by 12/01/25. If you have any additional questions or concerns, please let us know.

  Thank you for being a valued customer,

  -eCampus

• Initial Complaint

  Date:11/17/2025

  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 ordered an used loose leaf textbook from this company on 7/18. I paid $68.20. The order was shipped on 7/21 and arrived 15 days later on 8/5. My daughter started school on 8/18, and a week into using the textbook she found there were missing pages (about 30 pages) on top of all the writings and highlighter marks. We were aware that used textbook might have some writings and marks, but missing pages were not acceptable. I contacted customer service via chat on 8/25 to explain the situation. I didn't hear back, so I emailed to follow up on 9/2. The rep REMOVEDemailed me back and advised that I should start return process online and mentioned that she waived the shipping fee. However, I was unable to print the free shipping label provided, so I communicated with her through email back and forth with no solution. REMOVEDtried to reach out to resolution team but she never got a response. Meanwhile, I had to buy another textbook for my daughter as she was unable to use the textbook with missing pages. I kept following up with REMOVEDthrough email, but by 9/30 I told her that I would just pay my shipping and return it so that I can get this done. For the book that was incomplete, they charged $10.68 for restocking and shipping (when I couldn't even use the free shipping label), paid $13.63 (including $1 insurance) to expedite the shipping. The book was shipped on 10/4 and arrived at their office on 10/8, in just 4 days. However, it took them a month to email me on 11/7 to say that my return was not eligible as the book was not in the original condition, when I returned it in the exact condition I received!!! They said to give them my return address or they will recycle the book if it's not resolved by 11/14. I responded right away via email, contacted customer support via chat only to speak to AI that doesn't have the ability to resolve anything. I keep emailing, but they never responded so far. What a scammer! I need my REFUND ($68.20 plus my shipping of $13.63 =$81.83. Fraud!

  

  Business Response

  Date: 11/18/2025

  Good morning REMOVED

  This order was refunded in full back to the original payment method on 11/10/25. We have also added $15 of in-store credit to your account to cover the shipping cost. This credit can be used on any future purchase. We sincerely apologize for the inconvenience and frustration you have experienced regarding this order. Please let us know if you need any further assistance.

  Thank you for being a valued customer,

  -eCampus

• Initial Complaint

  Date:11/03/2025

  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 my brand new book for a refund after buying the wrong one. The inspection, which took 4 weeks for some reason, went fine and it was approved. The issue is, it has been almost 3 weeks since my refund was issued. They claimed they sent it to my financial aid but the office has no proof of this, and it isn't in my credit balance or my bank account either. I emailed a few days ago and got no response, and their "7 day a week" chat had no one manning it today to ask about it.

• 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 REMOVEDaffiliated 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 REMOVED,

  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 REMOVEDand find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED 

  
  

  REMOVEDIf 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:10/09/2025

  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.

  I made a purchase for a textbook for one of my classes, only for me to find out it was no longer necessary. I cancelled the order and received my refund fine, but when I wanted to close my account (since I have no intention of purchasing anything from them any time soon) they told me that "Due to internal auditing requirements, we are unable to remove the information at this time". I don't understand why it's so difficult to close an account with them becasue I can't even do it myself. I had to contact their email and request an account deletion, and it took them over a month to get back to me. I don't know who else to contact about resolving this issue because I don't like them still having my information in an account.

  

  Business Response

  Date: 10/28/2025

  Thank you for your patience. We have successfully removed your data. 

• 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 REMOVEDSo 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 REMOVED

  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 REMOVED

  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 REMOVED and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED 

  
  

  REMOVEDIf 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 REMOVED

  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 REMOVED

  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,

  REMOVED

• 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. REMOVEDon REMOVED Bookstore REMOVEDto 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 REMOVEDsent 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, REMOVEDfailure 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 REMOVED

  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 REMOVEDOnline Bookstores help desk. 

  Thank you,

  eCampus