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:09/05/2024

  Type:Delivery 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 from knetbooks on the 28th of august as of September 4th 8:02 I have still not got any updates on its shipping or anything. I paid 106.84 for the book and 39.99 for one day shipping. I do not have my book and have no update if it was shipped. I also emailed them and messaged them about my book too.

  

  Business Response

  Date: 09/18/2024

  Good morning ********

  The title you ordered had the availably of typically ships in 3-5 business days at the time the order was placed. The item was still inside the availability when the order was cancelled and refunded. At this time, a full refund has been issued for the item back to the original payment method. If you need any further assistance, please visit our help desk at ************************************ 

  Thank you for being a valued customer,

  Knetbooks

• Initial Complaint

  Date:08/29/2024

  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 submitted a buyback order from this company on 6/19/2024. I sent in two textbooks that the company agreed to buy from me. I was contacted by company agent saying that one of the textbooks wasn't going to be accepted because it had the wrong ISBN number. I disputed this fact, but they didn't budge. They eventually sent that book back to me, but I had to pay $12.00 for shipping. Then I received an email on July 20, saying they had not received the other book. I have been going back and forth with them disputing this fact because I had both books together in the same box. They processed the one, but then said they never got the other one. I have requested to have a manager contact me. She told me a manager would contact me within 1-2 days. No one did. The customer service agent ****) has been very professional with me, but told me this morning she has done everything that I requested and the decision from management is final. I told her I would be filing a complaint and would still like to be contacted via email or phone. All I am asking is they take responsibility for what they have done. They had to have received my book. Someone must have done something with it and it never got inputted. They were supposed to pay me for the book. At this point, they have my book (or have already resold it) and I never got paid. I would call this theft.

  

  Business Response

  Date: 09/11/2024

  Hi *******,

  Thank you for reaching out regarding this matter. I have reached out to our customer service manager to try and resolve this issue. I will get back to you as soon as I have a solution.

   

  Thank you,

  ****

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not want the case closed. The response said they are forwarding my message onto a customer service manager. So, I am still waiting to hear directly from a manager or owner of the business to resolve this. My concerns/complaints have not been addressed yet.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 09/18/2024

  Hi *******,

  I have submitted a check request for ISBN ************* to our accounting department for payment in the amount of $18.75. Pease allow 2-3 weeks for the check request to process and be mailed to the address on file. 

  Thank you for your patients in this matter,

  eCampus

  Customer Answer

  Date: 09/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: issuing a check instead of depositing money into my bank account, as was the way it was supposed to be done. I have been waiting for a long time and now they say 2-3 more weeks. I will close this out when I actually get my money. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/29/2024

  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.

  On August 26, I rented a textbook from E-Campus for the semester, totaling $194.30. The book was advertised as usually shipping between three to five business days. When I checked out, I selected the standard shipping open of 4 to 8 business days.
  
  On the third business day after the transaction, I reached out to customer support to ask when I could expect my order to be shipped. The customer support agent told me that, contrary to the expected shipping timeline advertised with the book, the book would actually ship from their supplier within 3 to 5 business days, be in transit to E-Campus for some indiscriminate amount of time, be received by E-Campus and be processed for some indiscriminate amount of time, all before finally shipping to me via the standard shipping I selected.
  
  The book's advertisement mislead me into believing that the book would ship directly from E-Campus within 3 to 5 business days of August 26 and reach me within 4 to 8 business days. In reality, I am forced to wait the extra time it takes to ship from their supplier and be processed by E-Campus before E-Campus ships the book to me. I would not have transacted with E-Campus had this been clear.
  
  When I realized the transaction involved E-Campus as the middle-man and would take longer than necessary, I asked for a refund. The agent told me I could not be refunded because the item had already been shipped from their supplier (see the **** screenshot attached). In reality, the supplier had only created a shipping label and has not shipped the book to E-Campus. To receive any refund, I will need to ship the book back to E-Campus when it finally reaches me. But even then, E-Campus will take a 15% restocking fee, so I will not be made whole.
  
  I am a poor graduate student just trying to get my textbooks in time for class. I feel misled and taken advantage of. I would like a full refund.

  

  Business Response

  Date: 09/11/2024

  Hi Benjamin,

  Thank you for reaching out regarding this matter. According to **** tracking ************************** the title you ordered was delivered on 09/02/24. This order is considered to be delivered on time with the shipping method selected at checkout. If you wish to return the item, you can do so with 30 days. Your account has been set up for a full refund at this time. If you need any further assistance regarding this order, please let us know. We apologize for any inconvenience or confusion. 

  Thank you,

  eCampus

• Initial Complaint

  Date:08/26/2024

  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.

  On June 1, I chose the buyback program offered by Ecampus for a textbook I wanted to sell. I was quoted $40 for the book, which I sent back in mint condition. On June 9, I received an email notification from the company stating that the book was under review.
  
  Since then, I had not received any further communication from the company. On August 23, I reached out to Ecampus to inquire about the status of my book. To my surprise, I was informed that my book had been rejected due to "damage." When I asked for specifics about the alleged damage, I was told that no details were available.
  
  I then requested that my book be returned to me, only to be informed that I would need to pay for the shipping cost. This is unacceptable, especially since I sent the book in mint condition and the company provided no evidence or specifics regarding the supposed damage.
  
  Upon researching, I found numerous similar complaints from other customers, indicating a pattern where [Insert Business Name] quotes a buyback price and then rejects the book upon receipt, often without providing adequate reasons or specifics.
  
  **Desired Resolution:**
  I would like my book returned to me without requiring me to pay for shipping. Alternatively, I request that the $40 quoted in the original buyback agreement be credited to my account as initially promised.

  

  Business Response

  Date: 10/07/2024

  Hi *******,

  I apologize for any inconvenience regarding your buyback order. I have sent this order along with your complaint to the customer service supervisor for further review. Once they have responded with a resolution, I will reach back out to you.

  Thank you for your patience regarding this matter,

  *****

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am having to wait for additional review and do not consider this resolved.
  
  
  

  Customer Answer

  Date: 10/28/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:08/19/2024

  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.

  We are locked into this vendor at my child's school and I would buy books anywhere else if possible. Charges for 8th grade books were $567
  To break that down
  Rental: $255
  "Damaged and unusable" fee of $312. *********
  
  We returned the books at the end of the school year in good condition.
  
  No communication was shared until there was a "Damaged and unusable" fee of $312 and change charged 3 months after the books were returned to eCampus account on 08/24.
  
  I think they are fraudulent in their business practices. They sold our old books via ****** to a student we know after charging us a damage fee - so not damaged or destroyed. The several hundred dollars of fees were charged with no communication or notice.
  
  I have been in contact with the business and have requested either the books that have been purchased be delivered or that a full refund of the amount charged on 08/01/2024 be refunded.

  

  Business Response

  Date: 09/06/2024

  Good afternoon ****.

  Thank you for reaching out to us regarding this matter. I have spoken with the Montgomery Bell team regarding your account and the rental purchase charges. At this time, the team has requested that a used copy of all five titles be mailed back to you. The titles we received that were damaged have been recycled at this time. If you need any addition assistance, please reach out to our customer support team. 

  Thank you,

  ****

• Initial Complaint

  Date:08/15/2024

  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 received a textbook (looseleaf), returned the rental book, and am now being charged. I did not rubberband this book together, but the warehouse did when receiving the book and now they are saying I am responsible for the damage of this book which was caused by them rubberbanding it together. Why would they rubberband together pages that don't even face the same way. Please see my attached live chat, this was very upsetting to me because I didn't even know the real issue at first and I do not like the accusation when we clearly figured out what the issue was and how it was caused. The agent still wants me to pay for it when we clearly discovered the warehouse employee caused this issue.

  

  Business Response

  Date: 08/26/2024

  Good morning ****,

  Thank you for reaching out. At this time, we have reviewed your account, you will not be charged for any damages of the item returned. Your account has been updated to reflect this decision. 

  Thank you,

  eCampus

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it appears the charge is still linked on my ecampus account linked to my ******. See attached screenshot
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/15/2024

  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.

  On August 14, 2024, I placed an order for the rental of 2 textbooks. I had credit with the business for a previous sale of books to them. I applied the in-store credit to the rental and also had a credit from a previous promotion through them. I found a coupon and the total was about $65 with some change. I hit submit so my order would be processed.
  On August 15, 2024, I am shocked to find my account had been charged nearly full price for the rentals. That E-Campus decided that I didn't apply the in-store credit and that they were going to charge me an amount i didn't ever agree on.
  
  When i attempted to get this remedied, E-Campus said there was nothing they could do since they had already shipped my books. Previously, it would take them 3/4 days to ship my books and i would be racing against the clock to receive my books. However, this time, surprisingly, they managed to ship 1 book in the order in less than 24 hours from placing the order... After contacting customer service both books have conveniently been "shipped".
  
  Now they're telling me i can return the books and rent them again. After they've already raised the prices for the rentals. I've never heard of a more scam-y process.

  

  Business Response

  Date: 08/19/2024

  Good morning *****a,

  We have reviewed your account, on 08/16/24 the customer service supervisor applied the buyback credit to order 24240804. At this time, $190.07 has been refunded back to the original payment method. Please allow 3-5 business days for the refund to process and post. We do certainly apologize for the inconvenience this may have caused. We will further investigate to resolve any issues regarding this matter. we value you as a customer and appreciate your business.

   

  Thank you,

  eCampus

• Initial Complaint

  Date:08/05/2024

  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 reached out to this business and spoke with **** *., and this individual is less than polite, in fact, this individual refused to correct their mistake since they overcharged me $16.36 stating it was "shipping charge" when there are no shipping charges nor sales tax. It appears that this **** *. has retaliated and placed my books on hold for no apparent reason.

  

  Business Response

  Date: 08/19/2024

  Good morning ****,

  Please provide the order number and email address on file so we can locate the order.

  Thank you,

  ****

• Initial Complaint

  Date:07/24/2024

  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.

  Two rental books were order for two short term college classes. Both were received in used condition (as expected). The books did not receive any additional wear in our possession due to the fact that the classes were dropped in the first week. The books were not written in or highlighted and were genuinely kept in the same condition as received. There were returned before the expiration of the rental period. However, one book they deemed had excessive wear (no proof or pictures of any kind were given.) After emailing requesting specific details they responded with two pictures that look exactly like the book we received and sent back…in the same condition. Nowhere did they offer proof of what it looked like before they sent it to us. They said we did not alert them within 30 days the poor condition when we received it in. How are we supposed to know what an excessively used book looks like? How would we know to do this. I hoped letting them know that we were first time customers. My daughter was just starting school so repeat business was on the table. I feel like they must do this to scam money out of unsuspecting customers to pad their bottom line. I guarantee the condition the Psychology book shipped back to them is the exact condition we received it. These deceptive and manipulative practices hurt hard working consumers who are trying to avoid the unnecessary high cost of buying new books.
  The cost of the rental was approximately $47.51 plus shipping, yet they want us to pay $222.07 for the replacement. We would like this matter to be closed as nothing more owed on a used book that was returned in the same condition that it was received (and on time.)

  

  Business Response

  Date: 07/30/2024

  Good afternoon,

  Thank you for reaching out regarding this matter. ISBN ************* was returned to our facility with a torn front cover and water stains on some pages. Per our rental agreement, any items returned with damage while in the customer procession, will be charged to the customer credit card on fille. The item that was returned is no longer able to be rented due to the condition; therefore, the card on file was charged the purchase cost of the title. Photos of the item were emailed to you on 07/15/24. If you have any other questions or concerns, feel free to visit our help desk at ***********************************.

  Thank you,

  *********

  Customer Answer

  Date: 07/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they clearly don’t want to admit any fault. I’m convinced they must have mixed up the books I returned with someone else’s order. The books I retuned did not have any water damage or torn covers. What kind of business treats their customers like this?
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 08/19/2024

  Good morning *****,

  As a courtesy to you, we have decided to refund the rental purchase charge for damages on the item. Please allow 3-5 business days for the refund to process and post. Please let us know if you need any further assistance.

  Thank you,

  *********

  Customer Answer

  Date: 08/19/2024

  
  
  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.
  
  
  Thank you for mediating this issue all involved. Thank you ********* for being responsive and reasonable.

  
  
  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:07/15/2024

  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.

  I choose a rental which can either come as new or used condition. The book i was sent was older and seemed used due to some wear and tear on the edges of the covers and pen marks on the bottom of the book. I had rented a "used" version. It also seemed to have slight water damage on the first few pages. I had called and was told that that is not considered enough damage for me to return the book. So, I decided to keep it for the semester. My class never used the book and it sat on my bookshelf the entire time. The book showed as not returned on my account. I was concerned the package was lost so I called. I was told it was received and I would not be charged. 7/12/24 I am being charged $245.00 for the book. Through the company chat I was told it was received damaged and they emailed me on 6/7/24 to say it was damaged. I requested pictures which they sent of the bottom of the book with the pen stains. This is not the condition I sent the book back in and can't even confirm it is the same book. The book was okayed to be sent to me originally in the condition it was in, I had confirmation it was returned on time via phone call and would not be charged. Then I received a failed payment email. They also denied any record of me calling. I either want the charge to be dropped or I want to book the claim was damaged sent back. If I am paying full price for the book it should be in my possession. I did not damage this book.

  

  Business Response

  Date: 08/12/2024

  Good morning Cadence,

  Thank you so much for reaching out to us regarding this matter. At this time, we have deemed that any damages to the book, are no fault of your own. Therefore, you will not be charged for the condition of the used book. If you have any additional questions or concerns, please let us know.

  Thank you,

  -eCampus

  Customer Answer

  Date: 08/12/2024

  
  
  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.