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Business Profile

Textbooks

eCampus.com
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for eCampus.com's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 156 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/19/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      Used the company's textbook buyback program on 6/3/2022. Sought to sell 2 different textbooks, received a quote of $50 and $55 respectively. This quote was significantly less than the full cost of the books, but reasonable based on the fact they were no longer needed. Mailed both books back in the same package, received a direct deposit payment of $50.00 for one book on 6/24/2022, but did not receive payment for the second book. Called to inquire about payment for 2nd book in early July, as it was in the exact same box as the first book. Was told because it was an paperback book with an access code, it would take up to 12 weeks for processing. This was not stated in the terms and I requested at that time that book, along with access code be mailed back to me. Agent agreed to mail book back to my home. On 7/24/2022, I received an email stating my buy back had been cancelled and was not approved for payment due to not containing an access code. Additionally, was told that I needed to pay $12 to have the book returned. Called back on 7/24/2022 to inquire about order cancellation and to confirm previous conversation in which book should have been returned. Agent agreed to return book and credit account for potential cost of returning the book since request was made a month prior to have book returned. Finally received returned book on 9/16/2022 and it is not the book that was originally sent (sent looseleaf book with access code and received hardcover book), not the same value and in terrible condition. I have spent many hours on the phone and it is been over 3 months and this has still not been resolved. I spoke with an agent today and she needed to do further research to determine a solution.

      Business Response

      Date: 11/13/2022

      Thank you for contacting customer service,

      We have reviewed this account order #********. The customer sent an incorrect item for the order. The incorrect item was returned to the customer, UPS tracking ******************. The customer service manager also added $60 of instore credit to the customer's account for any inconvenience. 

      Thank you,

      eCampus

      Customer Answer

      Date: 11/14/2022



      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,



      ********* ******

    eCampus.com is BBB Accredited.

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