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

  
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  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:09/08/2025

  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 used ********* (owned by ecampus) to sell two of my textbooks, one of which I bought from them. On April 29, 2025, I shipped both textbooks to them after creating a seller account. I was told that the book I bought from them, wasn't up to their standards, and my other book wasn't the correct ISBN (which it was and I have proof). They rejected both books, and told me to email them within a week, otherwise my books would be "recycled." On May 20th, 2025, I talked to their customer service who showed the "damage" of the book they sold me originally, which showed a rubber band bending one peice of paper (I shipped it in a binder clip, not a rubber band). I then requested for the books to be shipped back to me, they said they'd charge me $12 for a return shipping fee, which I paid at that time. They also informed me that it would take up to 12 weeks to recieve my books back. Today, September 5, 2025 (15 weeks later), I still have not recieved my books. On September 2nd, 2025, I reached out to customer service to find out the status, and was told it had not been 12 weeks, then they said I'd be contacted by the "proper" department to handle it within 48 hours. I have yet to recieve any contact with the "proper" department. I tried reaching out to customer serivce again, and they said the same thing to me. I was quoted a total of $91.25 for both books. They have not returned my books, and charged me a fee for returning said books. The total due to me, if they have not yet returned my books are:
  $91.25 (book quote) + $12 (shipping cost) = $103.25
  
  A copy of all correspondence is attached. Should this not be resolved, I will taking this to small claims court.

  

  Business Response

  Date: 10/09/2025

  Good morning ****

  We sincerely apologize for the delay in returning your items. The two items were shipped out today 01/09/25 UPS tracking ******************* Please let us know if you have any additional questions or concerns regarding this matter.

  Thank you,

  eCampus

• Initial Complaint

  Date:09/04/2025

  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.

  I sent them a brand new book and they were supposed to give me $20. I shipped it to them and they refuse to give me the $$. They want me to pay them for the book back. They sent me a picture of the book and it looks wet. Something that must have happened in their warehouse . So they ruined my book and want me to pay for it back.

  

  Business Response

  Date: 10/09/2025

  Good morning *********

  We sincerely apologize for any inconvenience you may have experienced regarding your buyback order. Our warehouse has noted that the item was received damaged, therefore, we cannot send a cash payment for the item. As a courtesy, I'm happy to offer you in-store on your account in the amount of $25. Please let me know if this will resolve the matter at your earliest convenience.

  Thank you,

  eCampus

   

  Customer Answer

  Date: 10/09/2025

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

  The book was in perfect condition when I sent it. It looked wet in the picture they sent to me and the box was not damaged. I sent proof of that. I reject a $25 credit because this is a scam company and I will not be trusting any business with it moving forward. $25 credit to a scam company is not worth anything. They stole my book that I paid money for and now I can’t receive any of the money back for it. All I can do now is get the word out that this company is not to be trusted. 

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

• Initial Complaint

  Date:09/02/2025

  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.

  My orders for reference are,
  ******* ******* ******* My name is ******* ********** I have not received payment and sent 3 orders. I’ve tried to reach the company four different times. I’ve called and spoke to someone who said they would get it done and that they would send an email to me informing me of what was going on. That never happened. I have got on the live chat three different times and each time they say, “we will work with it soon and that it’s a busy season for them”. It’s been 3 months and still nothing has changed. The dates of my orders are 6/16/25, 7/16/25, 7/16/25. The amount of my orders are $39.25, $35.50, and $61.00.

  

  Business Response

  Date: 10/09/2025

  Good morning *******,

  We sincerely apologize for the delay in the payment for some of your buyback orders. Order ******* has been paid in full as follows 8/8/2025 $5.00, 7/18/2025 $21.75, 9/5/2025 $12.50. Order ******* paid in full on 8/1/2025. Order ******* **** ************* received damaged, no payment for this item. One copy of ISBN ************* *** *************, a check request was submitted to our accounting department today 10/09/25. The remaining items on this order were paid in full on 08/01/25. Please let us know if you have any additional questions or concerns regarding this matter.

  Thank you,

  eCampus

• Initial Complaint

  Date:08/28/2025

  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.

  eCampus promised to provide payment in exchange for used books. The original book order ******** was placed on June 17, 2025. To this day I still haven't been paid for my books almost two months later. I would like either my property back or the money I was promised. I have contacted support multiple times only to be told over and over again that they are still looking in to it and they will contact me once they know something more.

  

  Business Response

  Date: 10/08/2025

  Good afternoon,

  I am currently working with our customer service supervisor on your buyback order. I will update you as soon as I have an update regarding this matter. Thank you for your patience in this matter.

  -eCampus

  Customer Answer

  Date: 10/08/2025

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

  I have been communicating with customer service for months. It’s a scam. This whole operation is a scam. 
  
  
  
  Sincerely,
  
  
  
  ********* **********

• Initial Complaint

  Date:08/27/2025

  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 08/14/2025 I purchased a book, *** **** ************ * ********** ******** ***** ************** from Seller: Just one more Chapter for $174.11, tax- $12.19, Expedited Shipping $10.26 for a total of $196.56, Order Number *******. On 08/22/25, I emailed customer service to advise them that the status reads shipped from the seller, and a **** label has been created, but the seller has not actually given the book to ****. I have tried multiple times to contact the seller and receive no answers. I have contacted Customer Service multiple times asking for a refund, that I have been scammed by the seller. The seller is using my current city to sell another book on a website. I have sent a screenshot to the customer service representative ******* ** Today 08/26/2025 I received the following from ******* ** * Hello ********
  Our records indicate that this item cannot be cancelled at this time. This item has either shipped from our warehouse or it is queued for shipment by the publisher. Tracking information is/will be provided in your customer account under Order History. If needed, you may return this item for a refund within 25 days from the original ship date.
  
  This information is incorrect as I enter the tracking information through ****, and it reads: A status update is not yet available on your package. It will be available when the shipper provides an update or the package is given to ****. I also have screenshots of the scammer using my current city to sell books on another cite.
  
  As a company, you should vet people before they are allowed to sell on your website. I am requesting a full refund $196.56 for the book that has not been shipped per **** Tracking number.

  

  Business Response

  Date: 09/16/2025

  Hi ********

  Thank you for reaching out regarding this order. At this time, I have requested a full refund back to the original payment. Refunds typicality take 3-5 business days to process and post. If you have not received a refund after 5 business days, please me us know. We sincerely apologize for the inconvenience you have experienced.

  Thank you,

  eCampus

• Initial Complaint

  Date:08/25/2025

  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 July 3, 2025, I rented two books from Knetbook Online in preparation for a class in August. Unfortunately, neither book arrived on time. While I was refunded for the first book, the second has been an ongoing issue.
  
  I returned the second book in perfect condition, yet I was told that although the company has received it, I must wait 30 days for a refund. I do not understand the reasoning behind this delay. Each time I reach out, I receive the same generic response from someone named Ann, stating that the book is still being "verified."
  
  The refund amount owed to me is $68.01. I am growing increasingly concerned that this is a tactic to delay or avoid issuing a refund. It appears the company is benefiting by holding onto customer funds unnecessarily.
  
  Additionally, my account has been compromised, and I cannot accept a refund to the original card. Despite notifying the company of this issue, I have received no further response.
  
  I am requesting an immediate resolution to this matter. Please issue the refund of $68.01 to an alternative payment method and provide confirmation without further delay. If this issue is not resolved promptly, I will be forced to escalate the matter through my financial institution and file a complaint with the appropriate consumer protection agencies.

  

  Business Response

  Date: 09/08/2025

  Good morning *****

  At this time, the rental has been checked in and a refund in the amount of $24.05 has been issued for the refunded item. Please allow 3-5 business days for the refund to process and post to your account. If you need any additional assistance, please let us know. 

  Thank you,

  Knetbooks

  Customer Answer

  Date: 09/08/2025

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

  I did not even take the book out of the wrap and mailed it to them in perfect condition. They charged me $68.01 as you may see in the attached form. They have to reimburse me this amount. I am not sure where they get the fee of $24.05. They have to refund the whole thing.
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:08/21/2025

  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.

  This business is awful. They take the money out of your account then cancel your order so you never receive your books. They give you a number that is no longer in service and a number that’s ask for you to leave a message. There’s no refund option and no way to contact the people in time enough to get what you need. I am a college student that is struggling to pay for education as it is so this has ruined the start of my junior year. I paid 119 dollars extra to receive my books that I will never get and I’m now out of 500 dollars plus a failing grade. I am beyond frustrated.I feel defeated.

  

  Business Response

  Date: 09/08/2025

  Good morning ********

  We apologize for the inconvenience you may have experienced regarding your order. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regard to what causes these cancellations, other than generic notifications. This order was fully refunded with in 24 hours. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you for choosing eCampus!
  
  

• Initial Complaint

  Date:08/20/2025

  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 rented a textbook and returned it, which tracking shows as delivered and received by eCampus. The company replied that I returned the incorrect book stating that I sent back a book that I have never seen nor heard of. Upon communicating that to the company on July 25th, they advised that they would escalate the case to a supervisor, and that I should await a reply and resolution. I never heard back, and they have since charged me for the full price of said book. I also returned a buyback textbook, which was advised would take 2-5 weeks to process and remit payment. It has been 6 weeks, and the return has yet to be processed and paid. Based on numerous customer reviews, this appears to be a recurrent issue.

  

  Business Response

  Date: 09/23/2025

  Hi *********

  We have reviewed your account. We have refunded the charge for the incorrect item received at this time. Please allow 3-5 business days for the refund to process and post. I am currently reviewing your buyback order, to see what the issue was and why you have not received payment.

  Thank you,

  eCampus

  Customer Answer

  Date: 09/23/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because they only rectified half of the issue.  They said that they refunded the charge for the rental return (the refund has not been confirmed in my account), but are "looking into" the buyback that I sent them.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/20/2025

  Type:Customer Service 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 law school textbook in January of 2025. I returned the rental in a timely manner in May 2025. The book, "Property," was used in a condition very similar to each law school textbook I have rented. Some highlighting (less than 50%, as per the contract), typical day to day use.
  
  eCampus.com claims the textbook I returned is no longer useable per the contract agreement, and is asking for full price of the book. When I asked customer service for information about the damage which rendered the textbook unusable, they pointed to some drops of coffee, which is typical use law school textbook useage.
  
  Since then, I have received numerous emails threatening this to be reported to my credit report.

  

  Business Response

  Date: 08/20/2025

  Hi ********,

  Thank you for reaching out regarding the rental return. I have reviewed your account and rental return photos. At this time, I have updated your account and checked in your rental. There will be no charges for damages on the item returned. If you have any questions or concerns regarding this, please let me know. I sincerely apologize for the inconvenience.

  Thank you for being a valued customer!

  -****

• Initial Complaint

  Date:08/19/2025

  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 am a college student. I spent $606 on 3 textbooks, which is already egregious, but 6 days before classes, they canceled my order because of "payment irregularities", when I reached out to customer service, they told me that my address didn't match... my address. When I asked what that meant, they were unable to explain, and unwilling to get me in contact with the appropriate team to solve the issue, telling me I have to wait 5 days for a refund, meaning I wont have my materials in time for classes. As a college student, I am very tight on money, and do not have $600 to replace my order as suggested, and as the only provider with my textbooks, I can't order them somewhere else. With no way to know *why* my order was canceled, and no guarantee that a replacement of the order would not get canceled again, I do not know how to get my *required* textbooks for the semester. This company is scamming students.

  

  Business Response

  Date: 08/20/2025

  Good morning,

  We apologize for the inconvenience you may have experienced regarding your order. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regards to what causes these cancellations, other than generic notifications. Orders may take several business days to post as a refund.If you need any further assistance, please visit our help desk at **************************************.

  Thank you for choosing eCampus!
  
  

  Customer Answer

  Date: 08/20/2025

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

  this Does not clarify why the order was canceled. A generic response telling me that it was canceled for security reasons isn’t helpful, as I don’t know what to correct to reorder.

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