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:03/25/2024

  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 ordered a textbook on February 13 and sent numerous requests on the status of my book. I was able to contact someone once but they told me they were unable to give me a timeframe of the book’s delivery. I checked daily on the tracking and in early July it said on the website that it had been shipped. I reached on once again sending an inquiry and no one got back to me. Only today once I tried to contact them numerous times over the past week was I able to be connected with a “live” agent even though during all the other timeframes that they were supposedly available via live times the website was never able to connect me with an agent. I was told my item had been delivered when it was not. I have a locked mailbox so no one can steal my mail. They told me it was delivered on the 5th of March but I never received an email and they ignored my messages from this month so I had no updaters and I was checking my mailbox everyday and there was no book. I asked to speak with a supervisor and the live agent told me there was no one available to speak with and only till I asked 3 times was I told I could request a supervisor’s call but it would take at least 3 business days to reach out and there is no timeframe during what hours they would be calling me. They suggested someone I lived with took the book which I thought was odd and after I explained I lived alone they said I should file a police report. I wouldn’t have ordered from this company normally especially after looking up the reviews after all of my inquiries but it was the company my professor had us order books from.

  

  Business Response

  Date: 04/15/2024

  Good afternoon ********

  We apologize for any inconvenience regarding your order. Our records indicate that your package was delivered by **** to a parcel locker. Please check with your local carrier to determine where the package was left. If you need any further assistance, please visit our help desk at **************************************. We value you as a customer and appreciate your business.

  Thank you, 

  eCampus

• Initial Complaint

  Date:03/25/2024

  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 on March 6, 2024 for a rental of a textbook on ecampus.com. On the website it said that it would be delivered by March 12, that’s why I ordered it. However it is now March 22, 2024 and the book is still “in transit“ and I have an assignment due on Sunday, March 24. I need to cancel the order and they are refusing. They will not respond via chat, and they have ignored my request via email.

  

  Business Response

  Date: 04/08/2024

  Good afternoon,

  Thank you for reaching out to customer support. I have reviewed your account and **** ******** *************************** According to **** tracking, the item was delivered on 04/08/24. We understand that there was a delay with the carrier and apologize for the inconvenience. If you wish to return the item for a full refund you may do so with the next 20 days. All you will need to do is print the prepaid *** return shipping label from within your MyAccount. If you need any further assistance, please visit our help desk at **************************************. 

  Thank you for choosing eCampus!

   

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because I do not believe I will receive a 100% refund.

  According to their website, it claims there will be a "Restocking" fee.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 04/15/2024

  Hi *******

  Your account has been setup for a full refund and the original $5 shipping charge has already been refunded. Please let us know if you need any further assistance.

  Thank you,

  eCampus

• Initial Complaint

  Date:03/05/2024

  Type:Customer Service 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.

  A college textbook was purchased from/fulfilled by ******* through the website ***********. ************* policy for settling disputes regarding purchases is to contact the actual seller of the item, in this case *******. *******' policy to to resolve disputes through the seller, eCampus. The textbook that was bought and paid for "***** ***********" was not what was shipped. Instead I received a book about French tourism, "****** ******** ******* ****** ****** ******". Attempts were made to reach out to both ******* and eCampus for resolution to this problem. The purchase price for the textbook was $67.15, and with taxes came to $72.66. Records of emails where I attempted to contact the company have been retained. Attempts to contact via phone have been entirely unsuccessful. ******* has issued a refund to eCampus, acknowledging the error that was made in shipment. Please see complaint ID ******** for details on resolution from *******. The following was the response from *******: "I have pushed through a full refund for the order to help the customer out, with no need for a return. However, this refund is processed to eCampus, as ******* does not have any customer billing information. The order was placed with eCampus and only eCampus can resolve the issue with the customer. Again, the order has been refunded on *******'s side. It is up to eCampus to refund the customer."
  The refund was issued to eCampus and not the actual buyer. eCampus has yet to reach out to offer any resolution on this matter despite having tried to reach them via email, phone (which is non-existent on their end), and via live chat online. At this point, what eCampus is essentially committing is theft.

  

  Business Response

  Date: 03/07/2024

  Thank you for contacting customer support,

  The customer was refunded in full back to the original payment method on 02/29/24. If you have any other questions or concerns, please let us know.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 03/08/2024

  
  
  Better Business Bureau:
  

  Although Ecampus said the refund processed on 2/29/24, it did not actually process until 3/3/24. I do appreciate that this matter has finally been resolved, but it should be marked against them that this was even an issue to begin with. There was far much run around to make this refund happen, and you NEED to make customer service options WAY MORE ACCESSIBLE to people in need! This whole situation is ridiculous that it took this long for resolution!! It is inexcusable,  and I will do everything in my power to avoid your company from here on out as a result. Very disappointing!!

  
  
  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:03/01/2024

  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.

  eCampus**** bought back two of my books. I mailed them to them but then called and asked if I could cancel and have them returned. They agreed and mailed them back to me but they never arrived. Tracking said there was an address issue and the box was returned mid-shipment to eCampus. There was nothing wrong with the address. The box was destroyed during shipping. eCampus sent me photos of the damages. I said they should file a claim with the postal service and refund me the book full values or return the books to me. They took weeks to respond. Now they tell me that they can’t find the books and want to give me in store credit of $60 even though the bills are worth $240.

  

  Business Response

  Date: 04/15/2024

  Good afternoon *****,

  We apologize for any inconvenience regarding your buyback order. The items were damaged in transit with the carrier and were returned to our facility. A payment for the item was sent out on 03/28/24 in the amount of $60. If you have not received the payment, please let us know. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  eCampus

• Initial Complaint

  Date:02/05/2024

  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 sent in a book for a $10 "buy back". The book was in excellent condition, with no writing, highlighting and only slight "shelf wear" on the cover. The inside was like new. eCampus cancelled the buyback because the book "did not meet our quality standards". The book was in significantly better condition that what was described as acceptable in their advertising. There are many complaints about this company not accepting and not returning cancelled buy back books, it looks like they are arbitrarily cancelling a large percentage of books. I would not be surprised if they are then selling these books after they do not return them.

  

  Business Response

  Date: 02/05/2024

  Good afternoon ********

  The item we received; Exploring Microsoft Office 2016 Volume 1 has water stains on the top of the pages. Due to this damaged, we could not accept the item. We apologize for any inconvenience this may have caused. If you would like more information regarding this matter, please visit our help desk at ***************************************
  
  ***** ****

  eCampus

   

• Initial Complaint

  Date:02/01/2024

  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 purchased 5 textbooks from campus for school and requested a return due to my classes being canceled. I reached out to eCampus for free shipping instructions since the website does not allow you to download a shipping label as noted on the website), without speaking with a customer service representative. I reached out via chat and was issued a free shipping label. I received the textbooks on January 16th and returned them on January 18th. The tracking number showed the items were delivered/returned to eCampus on January 24th. I emailed eCampus three days later to confirm receipt of the textbooks and never received a response. I tried again on January 28th and still no response until yesterday January 31st. The email indicated I will not receive a refund because the textbooks were not received in the same condition they were delivered in. I couldn’t believe what I was reading! I thought it was a joke! I emailed them to let them know I was aware of the games they were playing and not wanting to give me a full refund based off some bogus claim. I only had the books in my possession for two days and that was because I had to find time to return them via UPS and for them to tell lies that those books were in in other condition than excellent was infuriating! This company needs to be shut down! Their business practices are unethical. I’m sure they use this same approach to keep others money and it has to be stopped. The tracking number is ******************. Order number *******. I am requesting a full refund of $242.45.

  

  Business Response

  Date: 02/05/2024

  Good afternoon *****

  We apologize for any inconvenience you may have experienced regarding this matter. At this time the order has been refunded in full, back to the original payment method. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:01/31/2024

  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.

  I order a history text book weeks ago have not received this company has given different information refuses to refund I spent 97$ and still had to buy the book elsewhere they keep saying in transit but will not provide any tracking information or shipping information

  

  Business Response

  Date: 02/14/2024

  Hi ********,

  According to *** tracking ******************, the item was delivered on 02/04/24. If you need any further assistance, please let us know.

   

  Thank you,

  eCampus

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service 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 rented a textbook from ********* on August 11, 2023. I returned the textbook and on December 28, 2023, ********* charged me as they alleged that I damaged the book. I did not. The book came to me with a water stain on the back cover but since I didn't report it within the first 30 days of receiving it, I was out of luck. The textbook is still very useable which is why I didn't report it to them. After talking with customer service, they advised me that there was nothing they could do and my only option was to buy the rental. I purchased the rental for $244.92 on December 28, 2023. On January 16, 2024, I contacted ********* because I still had not received the book or any email confirmations that it had shipped. On that day, the customer service agent said that they would escalate to the supervisor but we couldn't talk to them that day because they were off the clock. The rep told me she would email me the following day. I received no such email. I contacted the company again on January 22, 2024, following up on my issue. I spoke to a representative in the late morning who said they needed to check on the issue but the person who they needed to talk to was unavailable so they would email me in 2 to 3 hours. Again, no such email was received. I contacted the company again, about 4 hours later. I spoke with a representative who said that the book would take up to 12 weeks to ship out and there was nothing they could do to expedite the process. I informed them that I had rented textbooks from them before and that the rentals took days to get to me. When I asked why the shipping time was 12 weeks, I never got an answer. Nowhere on their website does it say that there is a 12 week shipping period. The website tried to offer me a $20 in-store credit because I will not be using the website again. At this point, I should be either 1) getting this textbook shipped TODAY or 2) a full refund for the textbook. How do I know they aren't renting the book to someone else still.

  

  Business Response

  Date: 02/05/2024

  Good afternoon ******,

  We apologize for the delay in returning the item to you. According to UPS tracking ******************, the item has been delivered to the address on file. If you need any further information, please contact our support team.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/06/2024

  
  
  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. 

• Initial Complaint

  Date:01/23/2024

  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.

  I rented book’s from ecampus for school, I never received the books , I was promised a full refund , I only received a partial refund, I requested a supervisor call me, one never called. I’m never doing business with this place again

  

  Business Response

  Date: 01/23/2024

  Thank you for reaching out! We have reviewed order ******** as of 01/19/24 a full refund has approved. The refund process takes up to 5 business days, depending on the financial institution. If you need any further assistance, please visit our help desk at *************************************** Thank you for choosing eCampus!

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: I’ve never received a full refund and also I requested to speak to a supervisor, and I’ve never been contacted. Poor customer service all around
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/08/2024

  Good afternoon,

  A full refund was issued for the complete order. There is nothing further that we can assist you with at this time.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/09/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: At this point I’ve been waiting over a month to speak to a supervisor, I’ve been told by several agents that a supervisor would be in touch and nothing, I’ve been lied to more than once, at this point ITS NOT ABOUT MONEY. ITS ABOUT HONESTY AND I DONT GET HONESTY FROM YALL
  
  
  
  Sincerely,
  
  
   ******* *****

• Initial Complaint

  Date:01/22/2024

  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.

  Rented a book for June21,2023 . Returned book on August 18,2023. Received an email that stated the book was over due in January 17,2024 and they were charging my account $154.99 because book was not returned and overdue. I emailed and sent copies of tracking label and proof that book was returned back and asked that I be refunded due to their error. Then the company said it was book damaged which the book was not damaged at all. They took money out of my account for an overdue book and didn’t think I would still have proof that book was returned . Emailed me and said overdue book was the reason then when I questioned and sent them documents than it’s book damaged which is false.

  

  Business Response

  Date: 01/23/2024

  Hi ******

  Thank you for reaching out to us. I have reviewed your order and issued a full refund for the original order and the rental purchase charge. The original order is broken up into 2 refunds, $5 and $74.99. The rental purchase charge has been refunded in full. Please allow up to 5 business days for these refunds to process and post. If you need any further assistance, please let us know. 

  Thank you,

  eCampus

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the response was only given me the rental cost of the book that I paid in June. I was charged for not returning the book and in the amount of $154.99 on 1/18/24 book that was rented on June 16,23 and returned in August 18,2023 but charge was not put threw my account till 1/18/24. And I received a email stating overdue after the charge to my credit card was processed.

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