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:11/01/2022

  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 a book to sellbackbooks.com Order #******* With Buyback number ******. The book was supposed to be $20 with a check fee of two dollars. My check was supposed to be $18. Instead I received a check for $16. I was charged the two dollar ‘check fee’ twice. One of the check fees was listed as “BBCheck fee” And was dated July 20, 2020 which would’ve been my first transaction with this company. I contacted sellbackyourbook.com through their online contact us link. I quickly got a reply from a customer service agent who informed me the two dollar fee was standard when mailing a check. It’s obvious she failed to read my entire email stating that there were TWO fees and one was from two years ago. So I replied and explained my position again and received two or three more blank emails before the final email asked me for my order number. That was the last communications and I have no idea when or if I will get a reply? In my email I stated this could be a simple clerical error and I really just wanted an explanation and my $2.00 because if it happened to me maybe it happened to dozens of other customers or perhaps even more?

  

  Business Response

  Date: 11/30/2022

  Thank you for contacting customer support,

  We have reviewed your account. The $2 fee that was deducted from the 2022 buyback order was owed from a previous order that was paid out in 2020. According to email correspondence this has already been explain. If you need any further information regarding buyback orders, please visit our help desk at https://www.ecampus.com/help/help-desk.

  Thank you,

  eCampus

  Customer Answer

  Date: 12/03/2022

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

   The business really went out of their way to recover a 2.00 fee that was a mistake of their own making. Instead of trying to retain a customer they have lost this one at least. Between the emails and actually tracking down a check stub  I’m sure that 2.00 was worth it. Now that’s some customer service. I read the online reviews. I’m not surprised  

  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:10/31/2022

  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.

  On 9/15/2022, I sold two textbooks to ecampus. Both books were in excellent condition and in the same envelope.
  On 9/29/2022, I rec'd an email saying that the books had been rec'd.
  on 10/11/2022, rec'd a check from a Book company for one book.
  On 10/14/2022, I contacted ecampus by chat and was told that the amount I rec'd was for the full amount, however, I informed them that that was not the case.
  I was told that the issue would be escalated and that I should also send them and email.
  I sent an email the same day with a copy of the check and the email what said the books were rec'd and the amount I would receive for the books.
  I then rec'd an email from Omar that the issue had been addressed and had been escalated and that I would hear from him when he heard something.
  Now, ecampus has had the books for over one month and have probably already sold them, but I am still waiting for a response or a check for the second book.
  My first contact was over two weeks ago and at this point it seems I am getting the run around.
  
  The books that I sent were in excellent condition, one was still in shrink wrap.
  But, this failure to respond or to correct the problem in a timely fashion is problematic. Had I known I would not have dealt with this company at all.
  
  A copy of the check I rec'd is attached
  
  The book receipt email is below
  
  We Received Your Buyback!
  
  Hi *******,
  
  Your buyback order #******* has been delivered to our warehouse and is currently being checked in. Please allow 3-5 weeks for your payment of to be sent to you via check.
  
  
  Item Qty Amount
  2 85.00
  
  If you sent us multiple items, they may have been checked in at different times. As a result, you may receive more than one payment. Please be aware, the check you will be receiving is coming from A Book Company, LLC.
  Thank you for shopping with eCampus.com. For support, visit our Help Desk.
  
  ©2022 A Book Co. LLC. All Rights Reserved.
  2373 Palumbo Drive | Lexington | KY | 40509

  

  Business Response

  Date: 02/14/2023

  Thank you for contacting customer service,

  A check was mailed to the address on file on 10/06/22. If the check was never received, we will be happy to request another check be sent out. If you wish to request a new check to be mailed, please visit our help desk at h************************************** Select the chat option, a customer service agent can put in the request to our accounting department.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/17/2023

  
  
  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.
  

  AND, the situation was finally resolved and needs no further action.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/25/2022

  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 ordered a college textbook from BiggerBooks.com on 9/7/22. The website stated that it usually shipped in 1-2 days. Since I had such a difficult time finding it, I paid expedited shipping so she could have it in 2 days. The next day I receive an email stated that the book was not in fact available to ship and had no date it would be available and they "hoped it would be soon". I immediately contacted them to cancel the order. They refused. They said it "couldn't" be canceled. Then I asked to change the shipping speed. There is no reason to pay $40 for shipping for a book that isn't even available. They, again, refused but said I could just return the book when it did arrive. The book arrived three weeks later. I'm unsure why a book that hadn't shipped or was imminently shipping couldn't be canceled. I returned it and was charged a $22 restocking fee. I'm out $62 because they refused to cancel an order that didn't ship for almost a month.

  

  Business Response

  Date: 11/01/2022

  Hi *****,

  We apologize for the inconvenience you experienced regarding your order. A full refund has been issued back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please let us know.

   

  Thank you,

  BiggerBooks

  Customer Answer

  Date: 11/03/2022

  
  
  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,
  
  
  
  ***** ********

• Initial Complaint

  Date:10/25/2022

  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.

  (1) 9/17/2022
  
  I placed my order at ecampus.com (A Book Company!) and received confirmation
  Email: Order #7840893 Buyback Confirmation
  
  --> email_1
  ~~~~~~~~~~~~~~~~~~~
  (2) 9/27/2022
  
  ecampus.com (A Book Company!) sent an email to me that they received the book
  and the book is under review.
  
  --> email_2
  ~~~~~~~~~~~~~~~~~~~
  (3) 10/3/2022
  
  I sent an email to ecampus.com (A Book Company!) to push them to pay the money.
  
  --> email_3
  ~~~~~~~~~~~~~~~~~~~
  (4) 10/3/2022
  
  ecampus.com (A Book Company!) sent an email to me that the book is under review.
  
  --> email_4
  ~~~~~~~~~~~~~~~~~~~
  (5) 10/18/2022
  
  ecampus.com (A Book Company!) sent an email to me and claimed that they haven't received
  the book. They asked me to send the book.
  
  --> email_5
  ~~~~~~~~~~~~~~~~~~~
  (6) 10/19/2022
  
  I sent an email to ecampus.com (A Book Company!) to push them to pay the money.
  
  --> email_6
  ~~~~~~~~~~~~~~~~~~~
  (7) 10/19/2022
  
  ecampus.com (A Book Company!) sent an email to me that the book is under review.
  
  --> email_7
  ~~~~~~~~~~~~~~~~~~~
  (8) 10/20/2022
  
  I sent an email to ecampus.com (A Book Company!) to ask them to explain that why
  they said they hadn't received the book.
  
  --> email_8
  ~~~~~~~~~~~~~~~~~~~
  (9) 10/20/2022
  
  ecampus.com (A Book Company!) sent an email to me and claimed that they solved the problem.
  
  --> email_9
  ~~~~~~~~~~~~~~~~~~~
  
  
  In fact, they never pay me the money. I want they pay me the money $72.50 that they own me.

  

  Business Response

  Date: 11/02/2022

  Hi *******,

  We apologize for any inconvenience you may have experienced regarding your order. After reviewing your account, it seems a payment was sent on 10/27/22 for your buyback order. If you did not receive payment, please contact our customer support team at 888-388-9909. Thank you for choosing eCampus.

• Initial Complaint

  Date:10/20/2022

  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 placed a huge order on August 7th on August 19th I returned part of the order and have proof the company received the returned books on August 23rd. I have yet to receive a refund and the company has not helped claiming they need “more time” but the website states the waiting periods for a refund to only take a few business days. I am now terrified of being penalized later down the road for late fees when I have to return the rest of my textbooks. They have had my package since August 23rd.

  

  Business Response

  Date: 11/21/2022

  Hi ******,

  Thank you for contacting us,

  We have revied your account and issued a full refund for both items back to the original payment method. Please allow3-5 business days for the refund to process and post. If you need any further assistance, please let us know.

  Thank you,

  eCampus