Complaints

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

close

Find a Location

eCampus.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/20/2025

  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.

  Review from ******** *
  1 star
  08/26/2024
  I rented a book July 2024…from this company *********** (Order #******* ************ *******) it was in very good shape. I used this book as a reference book. I sent the rental back August 2024 in the same exact condition.
  
  I received an email 8-23-24 of confirmation on receipt of the book. The book was NOT damaged, watered damaged or even highlighted. Again, very good shape. In this received email it stated the book is damaged and unusable. I had to pay for a replaced book $175.00. I’ve written and asked for proof of the damage.
  
  The only response I got back was via their chat( their only means of communication or email) that stated the damaged was verified. I was told I have to purchase the book and will be charged a $12 return book fee.
  
  This company has been deceptive and not clear nor honest with the supposed/alleged damage to the book I sent back to them. I asked to speak to a supervisor all this taking place on 8-26-24. No response at all from them.
  
  UNTIL today 1-20-25 an email stating book Order #******* ************ ******* is long overdue and not returned to them. If book is not returned or purchased that collection action will be taken.
  
  I spoke via chat today 1-20-25… I explained via chat the dated email on 8-23-24 stating the receipt of the book.
  
  I asked to correct the issue of the book being overdue and not returned I asked for the specific damages to this book. I was only given information on what is considered damage.
  
  I was also told that I have to pay $175 for the book and the damaged book would NOT be returned back to me.
  
  I asked to speak to a supervisor. No supervisor available at this time.
  They want me to pay for the book via credit card….no way am I exposing my credit card to this website.
  
  I want the charge cleared from my account. IF NOT cleared and I have to pay. I want a bill sent to me it will be paid via check. I want the documented damage to the book AND the book itself that I had.

  

  Business Response

  Date: 01/21/2025

  Hi ********,

  Thank you so much for reaching out. We sincerely apologize for the inconvenience this has caused you. At this time, your account has been updated and there will be no further charges for the rental. if you have any other questions or concerns, please feel free to reach out to us. 

  Thank you for being a valued customer,

  eCampus

  Customer Answer

  Date: 01/22/2025

  
  
  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 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:01/20/2025

  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 have not received my order. The tracking shows delivered but I have not received it. I contacted the post office as well as my neighbors and they do not have any additional information. Please refund the full amount of $190.51.

  

  Business Response

  Date: 01/21/2025

  Good evening *********

  According to USPS tracking ************************** the order was delivered on 01/016/25. Unfortunately, when the carrier shows a confirmed delivery date, we stand by that. We apologize for the any inconvenience this may cause. Please check with the leasing office at your facility, to see if they can provide any information regarding the confirmed delivery of this order. 

  Thank you.

  eCampus

  Customer Answer

  Date: 01/22/2025

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

  I have already contacted my leasing office and they do not have the package. I have already contacted USPS both in person, by phone, and by email, and they cannot help.  See attached email confirmation.
  

  Please provide a full refund.

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

• Initial Complaint

  Date:01/20/2025

  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 received a book for a class. This book was never used and sent back on time. A few weeks later I received an email that it was damaged. I sent that book back unused in the same package and in the same condition it was sent to me. There is no way I damaged that book and they took $333.26 on 01/17/25. I want my money back!!! I called and talked to someone at this company and she said they would look into giving me some of my money back, I want all of my money back. This company Ecampus is a scam.

  

  Business Response

  Date: 01/21/2025

  Hi ********,

  Thank you so much for reaching out regarding this matter. We sincerely apologize for the inconvenience this has caused. At this time, we have issued a full refund for the rental purchase charge. 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,

  eCampus

• Initial Complaint

  Date:01/16/2025

  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 bought a textbook from this company. The website said it was in stock and would be dispatched within 24 hours, I purchased expedited shipping as I need the book ASAP. There is no option to cancel the purchase on their website. I have attempted to contact support several times and am unable to reach anyone

  

  Business Response

  Date: 01/24/2025

  Hi *******
  

  We have reviewed your order that was placed on 01/14/25 with expedited shipping (1-5 business day). According to the tracking the order was delivered on 01/18/24. This delivered is considered as delivered on time with the shipping method selected during the checkout process. If you need any further assistance, please feel free to reach out to us. 
  

  Thank you for choosing eCampus!

• Initial Complaint

  Date:01/14/2025

  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 made a return of a book to be used for rental purposes. The book was in good condition, with no damage when I placed it in the box for return, with the free return shipping label. I returned it at a *** ***** with *** ********. The company is saying there was water damage before I placed it in the package for return & charge my bank account on 1-13-2025, without my permission, for $250.00 I ordered the book, Current Psychotherapies, as a rental through Knetbooks, & returned it. However, they are now operating under eCampus.com & saying first that the book was not returned & now all of a sudden saying it was water damaged & charging me $250.00 Please see uploaded document. I talked to ****** * ******** on 1-14-25 & she was adamant that the book was water damaged (a book that they previously kept saying they never received the return of) Please see the proposed pictures of the supposed water damaged book also that ****** ** ******** shared with me.

  

  Business Response

  Date: 01/24/2025

  Good morning *******

  Thank you for reaching out to us. we have reviewed your order and deem the book damage as normal use. At this time, the rental purchase charge has been refunded back to the original payment method. Please allow 3-5 business days for the refund to process and post. We sincerely apologize for any inconvenience this may have caused you.

  Thank you,

  Knetbooks

• Initial Complaint

  Date:01/14/2025

  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.

  eCampus charged me without authorization for a book that was lost in transit. I returned 3 textbooks in the same package (order number:# *******) that eCampus received and acknowledged but they are claiming that they only received 2 textbooks. Not only are they charging me for a book that they lost, but they also proceeded to charge me for a new order that I placed without knowing they were not going to send it. They communicated to me that they will not send me my book that they charged me for already until I pay the full price for the one they lost.
  
  I enjoyed there services for 3 semesters of law school and recommended there services to my classmates, however seeing that they only received or inventoried 2 out of the 3 books that were in the same box, leads me to believe they are using there unfair return policies to take advantage of students and consumers, as there is nothing a customer can do if eCampus claims they never received a book.
  
  I am requesting for the lost charge to be cancelled and for the new order that to be cancelled as well.

  

  Business Response

  Date: 01/24/2025

  Good morning *****,

  We sincerely apologize for any inconvenience this has caused you. We have reviewed your account and have decided to refund the rental purchase charge as a courtesy to you. As we see that you are a long-time customer and there have never been any previous issues with rental returns. The refund was submitted today 01/24/25, please allow 3-5 business days for the refund to process and reflect. If you have any additional questions or concerns, feel free to reach out to us.

  Thank you for being a valued customer! -eCampus

• Initial Complaint

  Date:01/13/2025

  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.

  Placed an order for a textbook through *********** on 12/20/24 for a total of $95.90, which included $4.99 in shipping fees. According to **** it was delivered on 12/28. Never arrived. I was home all day. I attempt to file insurance claim and complaint with **** as the textbook was insured. **** only accepts claims via the seller. Attempted to contact the seller on 1/8/25, 1/9/25, and 01/11/25 through ***********, I received no response. I reached out to *********** on 1/13/25 via their chat feature and "****" told me there is nothing they can do and disconnected. I reached back out to ask if I can file a complaint against the seller, they explained there is nothing they can do, and told me it was impossible that it was not delivered as the shipping address was confirmed correct. I explained to **** that, I never received the textbook despite the status as being delivered according to ****. I went on to say I would like to file an insurance claim but I need the seller to file the claim as per **** policy, however, I cannot get ahold of the seller, which is my problem. Since i cannot get a hold of the seller to file an insurance claim, and I still don't have my textbook, I would like my money back I paid to *********** in the amount of $95.90.

  

  Business Response

  Date: 01/26/2025

  Good afternoon ****,

  We have reached out to the ****etplace seller on your behalf regarding this matter. The **** tracking does show a confirmed delivery to thee address on file and states that the package was handed to an individual. Once we hear back from the seller, we will notify you with their decision.

  Thank you,

  eCampus

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: In my original complaint I endorse that the package shows as delivered, but I never received it. There is no evidence that the package was delivered to the correct address. This isn't my complaint. My complaint is I have been trying to reach the seller to file an insurance claim. I would like my money back. I am unable to file an insurance claim, ONLY the seller can file an insurance claim with **** for non-delivered, or missing packages. I am UNABLE to get ahold of the seller to begin this process. Ideally, they should refund my money, and they should file an insurance, claim. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 02/12/2025

  Hi ****,

  I have also reached out to the seller on your behalf, with no response from the seller. At this time, I have submitted a request for a full refund on this order. Please allow 3-5 business days for the refund to process and post. We sincerely apologize for the inconvenience you have experienced with the ****etplace seller. Please let us know if you need any further assistance.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/15/2025

  
  
  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 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:12/30/2024

  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 an order for books for my nursing program and paid for expedited shipping to ensure I received my books in time. The money was taken out of my account instantly, then several days passed and I received an email stating my order had been canceled due to their system detecting irregularities in my payment. I've been having the same bank card for nearly a decade, use it daily, and never had an issue. I contacted my bank, and they confirmed my card is perfectly fine. This company is scamming people because I've read several complaints online of them canceling people's orders and not returning their money. Now I am without books and don't have any money to buy new ones because my money hasn't been refunded. I start class in a few days and this company completely screwed me over.

  

  Business Response

  Date: 01/26/2025

  Hi ********

  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. 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!
  
  

• Initial Complaint

  Date:12/19/2024

  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.

  You charged my card 245 dollar for a late return even though you did not give me the ability to return the books. I now returned it and the charges didnt reversed.

  

  Business Response

  Date: 01/09/2025

  Good morning ******,

  We sincerely apologize for the inconvenience of the rental purchase charge. At this time, we have issued a full refund of $245 back to the original payment method. If the refund is not received within 7 business days, please respond so we can further investigate the issue. We are working with our team to resolve the original issue of the charge. we value you as a customer and appreciate your patience.

  Thank you,

  eCampus

• Initial Complaint

  Date:12/18/2024

  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.

  This business has committed fraud against me. I am a law student who needed to rent by the book as funds have been tight. I had tried to return the book before it was due. I was locked out, saying the book was "overdue" when it was, in fact, not, so instead of allowing me to send the book back, the company marked the book as overdue and charged by card when the book was not overdue. I tried to get in touch with online support and email them (before the book had to be returned), but no one got back to me. Before resolving the issue or even getting back to me, they charged my card 318 dollars, and I STILL HAVE NOT HEARD BACK! I am more than happy to send the book back. I have been trying to, but I am locked out of my account. I would like a full refund for this and the rental. This has been the worst customer service. This caused me extreme stress.

  

  Business Response

  Date: 01/09/2025

  Good morning *******,

  We sincerely apologize for the inconvenience you've experienced with your textbook. We take full responsibility for the inconvenience with the return label not being available. At this time, a full refund for the rental purchase charge has been issued. Please allow 3-5 business days for the refund to process and post. If you have any additional concerns, feel free to reach out to our support team. We value you as a customer and appreciate your business.

  Thank you,

  eCampus

  Customer Answer

  Date: 01/09/2025

  
  
  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 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.