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: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,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/22/2024

  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 called Ecampus to ask to just buy a book from them since they did not ship rentals to Alaska, where I live. They informed me they could not ship to Alaska. I said ok, I'll ship to my family's house in another state, then my family can ship to me. They informed me I could not buy the book outright. I had to do a rental for $75 plus $10 in fees, then when that expired, essentially pay for a second rental of $75, which then equals the total cost of the book of about $150. I said this was fine. Fast forward now the first rental is over and they charged me $155.00 additional for a "no return fee," after I specifically called the company to find out how it all works *************) and trusted what I was told. I went back to the website which says they have no phone number. I don't recall how I got the phone number when I did the first order but I called and talked to a real person. I shared the original number I used on July 12th when I placed my original rental order #******* for $84.99 total with shipping......on text today with customer service asking for a refund of half the $155 charge, which was double what I was quoted and they danced around the details and said they have no phone number. I also noted that they didn't uphold their agreement in sending what was pictured on the website, which was a full size text book, I was sent a mini publishers version with tiny print that I could hardly see, yet I was charged the price of not returning the book for $155 which is for the full real textbook not the mini publisher sample version which is what I was given. Their customer service is super frustrating. I still am owed a refund and it's the principle, this business is unfairly making it impossible for people to be treated fairly and not providing a live person to talk to is a SUPER lame business strategy. I am disgusted and will share widely a warning to never use campus for books their practices are deceitful and wrong.

  

  Business Response

  Date: 02/05/2024

  Good afternoon ********

  The item you ordered had the return date of 12/15/23, for emails were sent out prior to the rental return date. Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. At this time the item has not been returned and is no longer eligible for a refund. If you need any additional assistance, please visit our help desk at ***************************************

  Thank you,

  eCampus

• Initial Complaint

  Date:01/18/2024

  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 paid $156.35 for an engineering textbook for my son's college class. Unfortunately, his tea***r only wanted the textbook, and our copy had extra materials (a worbook), so Milwaukee School of Engineering wouldn't let us install the ecampus textbook. I tried to return what we had purchased, but ecampus wouldn't help us at all. They said,
  "I apologize, the code that you received is from an access card and we can no longer able to sell that since the code is already revealed regardless if its used or not. As much as we want to however its part of the process.
  Thank you for contacting A Book Company! If you have any further questions, respond to this email or start a chat with us.
  Sincerely,
  ***
  Customer Service Representative"
  I am very upset that we received NO value from the money we spent and had to purchase another textbook. Thank you for your help!
  Sincerely,
  ******* ********

  

  Business Response

  Date: 01/30/2024

  Good morning ********

  We do certainly apologize for any inconvenience this has caused you. Access codes are a one-time use code, once the code has been revealed, the item is no longer eligible for a refund of any kind. The code can no longer be sold to another individual once it has been revealed. If you have any addition questions, feel free to visit our help desk at *************************************** 

  Thank you,

  eCampus

• Initial Complaint

  Date:01/16/2024

  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.

  Received an email on January 13, 2023 stating my book rental for Order Number ******* was "past due and not currently tracking in the UPS tracking system." They charged me the full price for the book.
  
  Here is the UPS Proof of Delivery Receipt showing they received the book on November 30, 2023, 15 days before the due date.
  
  I spoke with an agent of the company via chat. When he saw my proof of delivery he then said the book was returned damaged. First, this shows the email I received was an intentional misrepresentation because their own records showed the book was received. Second, the book was damaged when I received it. In fact, I left a review reporting the damage when I received it.
  
  
  At this time, I am disputing the charge with the credit card company. I will also file the same complaint with the NM AG's office.

  

  Business Response

  Date: 02/08/2024

  Good afternoon ********

  The rental was returned damaged, which is considered unusable for future renters. As a result, you have been charged the full replacement cost of the item. I don't have any records of you reaching out to us to let us know you received your item in unsatisfactory condition within the first 30 days of receiving your item. A such the charge is considered to be valid. If you have photos of the item while it was in your possession, please provide them so that I can consider you for an exception.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 02/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ECampus has access to a review that I left in response to an email it sent me soliciting a review of the book a few weeks after I received it. The review clearly stated it was in poor condition. 
  
  E-Campus’s own internal records also likely show a steady progression of the book’s deterioration over a period of many rentals. Yet they continued to rent the book. Why should E-Campus be allowed the place burden on the customer to prove poor condition upon receipt when their own records show the book was in poor condition. How about you prove it was in good condition when you shipped it?
  
  At this point, I don’t have any records showing the book was in good condition when E-Campus shipped it to me. As such the charge is invalid. If E-Campus can send me a picture of the book when they shipped it to me showing it was in good condition please provide them and I will consider paying the full textbook amount. 
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 02/14/2024

  Good afternoon,

  Our policy for rental is as follows:

  Once the rental is in your possession, you are responsible for its condition. Damage to a rented book is defined as any condition that makes the book unusable as a future rental. Such conditions include any liquid or water damage, a broken spine, missing pages, missing or torn covers, excessive highlighting (more than one third of the content), excessive or inappropriate notes or any other such condition that makes the book unsuitable for future use.
  

  A fee will be charged to the credit card on file of any customer returning a damaged book. The damaged book will not be returned to you. The fee will be assessed at the discretion of eCampus.com and may be up to the replacement cost of the book.
  

  If you order a rental from eCampus.com and receive it in poor or damaged condition, please contact our customer service department immediately. Claims regarding the receipt of a damaged item must be made within 30 days of the shipment date in order for the claim to be considered.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  am rejecting this response because:
  
  1. The last paragraph included in E-Campus’s last response which states that I am required to notify them immediately if the book is damaged is NOT included in the official terms and conditions page on E-Campus’s website. Here is the link to that web page proving this: ******************************************************

  2. The response fails to acknowledge that they received communications from me within 30 days indicating the book was damaged when I received it (see review).

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

• Initial Complaint

  Date:01/16/2024

  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.

  Store: 'ecampus.com'
  Order # ******* Date of transaction: 1/10/24
  Today: 1/11/24 - When i received the email stating the book was available.
  Paid $118.50 for this one book in question.
  ************' is a provider of textbooks, and I purchased 3 books (Totaling $185.44), one of which was named 'Viva' ($118.50). Prior to purchasing, the site asked if I was a Parent of a Student purchasing a book, and I stated 'Yes'.
  
  When the purchase went through, the process took me to 3 Websites to finally see the information. After working with a 'Live Chat' representative for 1+ hours, I was finally able to see the information, but there is no way for me to download the 'book' nor a way for me to Share it with my Son (The Student).
  
  The sites Refund policy states: "If you are within the first 14 days of your eBook purchase and less than 20% of the content has been viewed or printed, you may contact Customer Service to be considered for a full refund." I viewed about 1% before asking for a refund. Although they had the preceding policy, the representative told me it cannot be refunded.
  I then asked to speak w/ a manager. They told me it would take at least 2 business days to speak w/ a manager (Today is Friday).
  
  I would like a REFUND for $118.50 as this information is useless to my son who starts college at Southern CT State U. in 3 business days. I would also like anyone/everyone to be able to see this BBB report so they do not lose money like I did.

  

  Business Response

  Date: 02/08/2024

  Good afternoon,

  The item you order was a digital access code, which was revealed. Once access codes has been revealed they are no longer eligible to be considered for a refund. The digital item was sent to the account with the email address that was provided at the time of the purchase, *********************. If you have any other questions or concerns regarding this matter, please visit our help desk at *************************************** We do certainly apologize for any confusion regarding access codes.

  Thank you,

  eCampus

• Initial Complaint

  Date:01/10/2024

  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.

  On August 24th 2023, I used *********.com to rent a textbook for my upcoming psychology class. When it was time to return the rental, I used the return label and brought it to UPS as advised. I have recieved a tracking number and UPS website says the rental return was recieved on December 14th, 2023 by *********.com. This is one day before the due date of the rental. Now ********* is trying to charge my account the full price of the book when it was returned on time. It is impossible to get in touch with a live person for customer service. I want this issue cleared up with the assistance of the BBB and for ********* to quit attempting to charge my account for full proce when the rental was returned, in great condition, by the due date.

  

  Business Response

  Date: 01/23/2024

  Good evening *******,

  We apologize for any inconvenience or confusion regarding your order. We have reviewed your order; you will not be charged for any damages on the rental you returned. If you have any other questions or concerns, please let us know. 

  Thank you,

  *********

  Customer Answer

  Date: 01/24/2024

  
  
  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:01/08/2024

  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.

  On 12/28/2023 I ordered 3 books as rentals. As of 1/5/2024, past the promised delivery date, no books have arrived. When I requested to cancel my order, I was told it could not be cancelled but that I could simply return the books for a refund. Of course, this is stupid, because I can't return books that I never received. All I want is a refund for the books I never got.

  

  Business Response

  Date: 02/08/2024

  Hi ******

  We do certainly apologize for the inconvenience you experienced regarding your order. At this time the order has been refunded in full, 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:01/03/2024

  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 this company for $70. I sent it back, and a week later was charged $287?! I contacted their customer service, which of course didn't have a working phone number, and was told via chat the book I sent back had "water damage". I did not send the book back damaged, and it wasn't in great condition when I got it anyway. If there was damage, it had to be during shipping. The customer service agent was rude and unhelpful and told me all charges were "final". This company seems like a scam to me, and they just want to make more money off of anything. I was really unhappy with my experience, and if it the extra $287 is not refunded, I'll be disputing the charge with my bank. I would not recommend this company at all.

  

  Business Response

  Date: 02/08/2024

  Good afternoon ********,

  I have reviewed your account and the condition of the item returned. At this time, I have refunded the rental purchase charge in full back to the original payment method. I apologize for the delay in respond of this complaint. Please allow 3-5n business days for the refund to process and post. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/09/2024

  
  
  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:01/02/2024

  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 had returned the book but a charge was made on my credit card for $229 though the item was returned. This was a charge that I did not authorize. A rental charge was also paid already.

  

  Business Response

  Date: 02/06/2024

  Good afternoon ******,

  Per our policy for rental items, they must be in transit on or before the due date using the prepaid label we provide. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged a non-return fee of the purchase price for the item. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. 

  At this time, the account is under a "chargeback" status. This is due to a dispute filed with your financial institution. 

  Thank you,

  -eCampus

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair 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 used textbook from eCampus (eC) and returned it on 12/9/2023 (before deadline) using the shipping label provided and required by eC. I paid $51 in August for a 4-month rental term.
  
  I received no communication regarding an issue with my rental return until I contacted customer service on 12/14/23 via Live Chat after seeing another charge on my card. Customer service representative (CSR) informed me that the book was damaged and unsuitable for future use, which I vehemently deny--I returned the book in the same condition as received. When I pushed back, CSR sent me two useless photos of some book with maybe some wrinkly pages? He could not provide specific details or evidence of the damage that I supposedly caused. He repeated generic language from the rental agreement, and suggested 4 times that I contact UPS for “the damage in transit claim.” What damage in transit claim? It is my understanding that the other books in the same package were fine. eC is either implicating an innocent 3rd party, or they know I did not cause the alleged damage.
  
  Additionally, the amount charged to my credit card, without notice or authorization, is outright fraud. Per the rental agreement, the fee for a book unsuitable for future use will be assessed “up to the replacement fee of the book.”
  
  I rented a used 2020 book, which is widely available for prices as low as $102. To replace that book, eC charged me $343, which is MORE than a brand new copy, with Connected eBook, directly from publisher. This amount is excessive, abusive, and a clear violation of the rental agreement.
  
  I asked how to escalate my dispute; CSR instructed me to email them because they “don't have a call support line open at this time.” I emailed them, and THE SAME employee responded, with the same generic language. I have no way to engage eC further — they don’t have a phone number, they don’t have any mechanism for dispute resolution, they might have only one employee.
  
  Order#*******

  

  Business Response

  Date: 12/28/2023

  Hi ******

  Thank you for reaching out. We have reviewed your account and have refunded the rental purchase charge in full, back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you need any additional assistance, please let us know.

  Thank you for being a valued customer!

  -eCampus

  Customer Answer

  Date: 01/04/2024

  
  
  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.