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:08/22/2023

  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.

  I placed an order on 8/3/2023 for 3 book rentals (Order No. *******). Two of the three books arrived with no problems, but I still have not received the last book in the order. I began contacting their customer service people via chat on 8/14/2023, because the tracking information said that it had been shipped on 8/5/2023 and was sitting in the USPS facility in Bensenville, IL since 8/9/2023. Every time I contacting customer service, they would tell me that the book should arrive that day by 7:00 p.m. - they told me that same thing every day for 4 days straight. The tracking through USPS has not changed or updated the delivery status since 8/9/2023. On 8/18/2023, I asked to speak to a supervisor or manager, and they said they don't have a phone number, but they would put in a request for someone to call me, and I would hear from someone within 2 business days. It has now been 4 business days, and I still have not received a call from anyone. I asked them to please refund the rental cost of the book, and to remove it from the order, so that when the books are due back in December, I am not charged for not returning a book that I never received. (I have attached a copy of chat transcript from the last time I contacted them.) I rented these books for my grandson, who starts classes on 8/28/2023. We already had to rent the book from the university bookstore so that he has it when classes begin next week. It has been 3-1/2 weeks since the book shipped, and I still have not received it. I would like a refund and confirmation that the book has been removed from the order.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have revied order *******. As of 08/24/23 a full refund was issued for the item, back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you havge any furher questions or concerns, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

   
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:08/18/2023

  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 sold a book to this company on June 30th and have not receive the $35 I was offered for this book. I was told it takes 3-6 weeks to receive payment and it has been almost 8. I would like the $35 I am owed for the book they received.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  According to our records the order was paid out to the customer on 07/20/23. If you need any further assistance, please visit our help desk at **************************************. We apologize for any inconvenience or delay regarding this order.

  Thank you,

  Sell Back Books

• Initial Complaint

  Date:08/16/2023

  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 rented a book for the amount of $75. I returned the book in June in which it did have some water damage. In an email and live chat I was told from ecampus that I was to pay for the damages and I could also pay an additional $80 plus $12 in shipping and have the book sent back to me. I paid the $80 plus the shipping fee on June 28, 2023. I have not received the book today is August 16, 2023 and I was told from the campus that I would not be able to receive a $80 refund, just a $12 shipping refund. I was told I would not be able to receive the book after receiving multiple messages and chats as well as email saying that the book was being sent. Today I was told in a live chat it was not being sent for publisher reasons. I would like either the book back or the full refund I paid for the book to be sent back.

  

  Business Response

  Date: 11/14/2023

  Good morning ********,

  We apologize for any inconvenience or confusion regarding your rental purchase. The item you rented was return damaged, therefore, you were charged a rental purchase fee. This item is a rental only item, this is deemed by the publisher, not eCampus. We have refunded the $12 return shipping fee, since we cannot return the damaged item to you per the publisher. However, the rental purchase charge will not be refunded due to the damage of the item. If you have any other question or concerns regarding this matter, please visit our help desk.

  Thank you,

  eCampus

• Initial Complaint

  Date:08/07/2023

  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.

  Purchase date 7/29/23
  I rented the 8th edition of Introduction to Hospitality and it was shipped on July 31, 2023. As per the tracking information, it should have arrived by August 8, 2023. However, I never received the book even though it was transferred from UPS to USPS and marked as delivered to the customer. Despite contacting the company, they suggested that I file a claim for the product. Unfortunately, I was unable to do so with either UPS or USPS as there was no insurance purchased. Upon reaching out to *********** again, they boldly advised me to file a police report. It is extremely frustrating that the company does not cover the shipping and requires the customer to file reports.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have reviewed your order. As of 08/11/23 a full refund was issued, back to the original payment method. If you need any further assistance, please let us know. We apologize for any inconvenience you may have experienced.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

  
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/26/2023

  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 two books from two different websites for law school. I returned both books on May 5th 2023 after the semester finished. The book from the other company arrived on May 10th with no problem. I have a receipt from UPS saying the ecampus book arrived on May 10th as well. However, Ecampus kept sending me notices that the book had not arrived. I emailed costumer service and was informed that the book had arrived but was still being process. As the due date approached and I continued to receive notices that my book had not arrived I attempted to contact costumer service again.
  
  A month later, when I contacted them about the upcoming due date, they finally informed me that my book did arrived but it was damaged. They said that it was damaged at the spine. I did not send the book damaged. I sent both books in the same condition and the other book arrived undamaged and within a week. They had no pictures or proof that the book was damaged. I think they lost the book and then charged me for it by saying it was damaged.
  
  They charged me over $300, the full price of the book with no proof that it was damaged. I already paid half the book price for the rental.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We this time we have decided to refund the rental damage charge in the amount of $249.99. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please contact us at **************************************. We apologize for any inconvenience this may have caused. 

  Thank you for being a valued customer!

  -eCampus

• Initial Complaint

  Date:07/18/2023

  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 6/29/2023 I found campus.com online to sell my textbooks to.they quoted me $42.50. I sent the books out the following day. I heard nothing for 10 days. I contacted them and 2 days later they sent me $1.25. I have spoken to online chat whom told me my textbook was damaged & I have to pay $12.99 to have it shipped back 2 me. WHAT??
  IT was not damaged & the picture they sent me kinda looks like a coffee stain, which I don't drink. The won't answer calls to their office number or let me speak to a manager. I either want my $41.25 I'm owed & they quoted or it shipped to me free of charge since it was damaged by them or on the way.

  

  Business Response

  Date: 09/12/2023

  Hi *******

  Thank you for contacting customer support. The item received ISBN *************, was received with liquid damage. Per our buyback policy, any item received damaged will not be paid out. If the customer wishes to have the item returned, they required to pay the return shipping. This was explained to you by our customer service agent on 07/18/23. At this time the item has been recycled, we cannot hold items that have liquid damage in our facility. We apologize for any inconvenience this may have caused. 

  Thank you,

  eCampus

• Initial Complaint

  Date:07/14/2023

  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 rented a textbook from Ecampus on Jan. 20, 2023. When I opened the book, the binding separated and made the book difficult to use, but I tried because I needed the book. I returned the book on March 8, 2023, because it was becoming unusable with a note explaining what had happened. I kept checked to make sure it had been received, but there were not any updates. Finally, in April, I contacted them to make sure they had received my note and the book, but I received no response. I had my UPS receipt so I let it go assuming everything was fine. On June 17, two weeks after the book was due, I received an email telling me the book was damaged and I would need to pay for it. I tried to communicate with them and attached my documentation in various email conversations. Yesterday I found they have charged my credit card without authorization. If there was a problem, I should have notified immediately upon Ecampus receiving the book, not three months later.

  

  Business Response

  Date: 07/17/2023

  Thank you for contacting eCampus customer support,

  We have reviewed your order/account. Per our rental policy, if an item is received in unacceptable condition, students have 30 days to report any damage to our customer service team. The item you returned was damaged, therefore, the book unusable as a future rental. As you have been a long-time customer, as a courtesy to your, we have refunded the rental purchase charge back to the original payment method. Please allow 3-5 business days for the refund to process and post. We vlaued you as a customer and appreciate your business. If you need any further assistance, please let us know.

  Thank yo8u for choosing eCampus!

   

  Customer Answer

  Date: 07/25/2023

   
  
  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 if my credit card is refunded. As of 7/25/2023, I have not received the credit. In the future I would suggest ECampus contact the consumer if there is a problem, and not wait 93 days to address an issue..
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/07/2023

  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.

  Date of Transaction: 6/30/23 / Amount: $69.18 / Dispute: My debit card was used fraudulently by someone on their Marketplace to buy a book
  Did they help?: I used their chat online numerous times over several days, but they could care less about me being the victim of fraud by whoever used their site to place an order with my stolen card information.
  Nature of the dispute:
  1. I have never used *********** therefore I don't know the order number, etc. so don't ask me!
  2. My name, billing address, and card number were used to place an order.
  3. After that information was used, a book was shipped to a fraud buyer in El Paso, TX and delivered. ***** the *********** chat representative, looked up the order under my name. He gave me the email address of the buyer, the UPS tracking number, and the name of the book. The email was someone else's name (probably fake). **** could not see the shipping address was to Texas and not to me in FL. How does this happen?... I think eBay and Amazon know if the billing and shipping address were different? He also told me to contact UPS... like how do they fix this fraud? After contacting UPS, the shipping label was created using the fraud buyer's Texas address, but they wouldn't give it to me. So the billing address was mine in FL, but the shipping was to El Paso. After I reported all this back to **** the chat guy, he said we can't find your order! Then we can only refund when it's delivered (I said it was today...7/6/23), then he said it can only be refunded when it was returned from the wrong address. I replied, "what don't you understand here?... it's not being returned... they got their fraudulent order!"
  The Big Picture: Literally any business would have already realized this is a fraud. I have spent hours on this because it's amazing how little they cared about a NON-CUSTOMER being a victim of their system. The answer is always just contact someone else like your card or UPS. But, they could care less that I have a dozen accounts linked to the card that I now have to change. If I get a generic response without a refund, I will continue to report to the Texas Financial authorities with the UPS tracking and email address of the buyer. Why wouldn't eCampus just contact the Marketplace seller who allowed this?

  

  Business Response

  Date: 07/18/2023

  Thank you for contacting customer support,

  We have reviewed the order under you name as well as the Marketplace seller account. The seller account has been placed on hold until further notice. We have refunded the order back to the original payment method at this time. Please allow 3 to 5 business days for the refund for process and post. If you need any further assistance regarding this matter, please let us know. We apologize for the inconvenience and frustration this must have caused you.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: ********
   
  I received notification on 7/19/23 that I would receive a refund in 3-5 days. Still haven't received a refund as of 7/24/23. I am responding prior to my BBB complaint expires after 7 days.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have reviewed this order. A credit was issued on 07/26/28, we have also communicated this with the credit card company. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

  
  
  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 happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/05/2023

  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 was charged an incorrect late fee for a book that was digital. When talking to customer service, they insisted a physical copy was sent, that I never received. I was charged $85 and I’m being requested to return a book I never received . They refused to refund me and have kept the incorrect charge on my account. When asking how to contact the vendor as ecampus refused to help me the service worker left the chat.

  

  Business Response

  Date: 07/17/2023

  Hi *******

  Thank you for reaching out. We have reviewed your order and refunded the rental purchase charge in full, back to the original payment method at this time. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please let us know. We apologize for any inconvenience this may have caused you. We look forward to serving you in the future.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/18/2023

  
  
  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.
  
  

  My only question is if the funds will be on my new card connected to the cashapp that originally purchased from

  *** ****************

  CVV 461

  EXP 01/29

   

  
  
  Sincerely,
  
  
  
  Ashton Davis

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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. 

  Customer Answer

  Date: 07/24/2023

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

  . I sent a message in regards of how eCampus offered to refund me. As the original purchase method card is now completely different. So I have not and will not receive my refund unless it is sent to the card number and information attached below.

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

• Initial Complaint

  Date:06/26/2023

  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 ordered a book for school and used it for the term. I repeated all the steps that were required to return the book. The company is claiming I didn’t return the book and charged me the full amount for the book. I actually returned two, one back in January and one in June over three weeks ago. They are claiming I didn’t return the book, I don’t have the book in possession and they must because I sent it accordingly. I have no clue where else the book could be and instead of them figuring that out they charged me card.

  

  Business Response

  Date: 08/04/2023

  Thank you for contacting customer support,

  We have reviewed your account. You were charged for the non-return of ISBN ************** We do see that both return labels were created within your MyAccount, however, only one label has been scanned into UPS tracking at this time. If you have the UPS receipt confirming the return of the item, feel free to provide that, so we can further investigate this matter.  

  Thank you,

  eCampus