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:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented three books from e-campus on 8/15/2023. All 3 books were shipped to me with substantial amounts of damage, however, they were still able to be used so I did not report to e-campus the damage.
  
  The books were returned to e-campus and upon return e-campus charges me for ISBN: *************, $297.59, for the damage on book making it "unusable." I was also informed that if I wanted the book back, I would need to pay $12 in shipping costs.
  
  The book was sent back exactly as it was received and the company states that because I did not make them aware of damage within 30 day or return the book within 30 days, I am now liable for the damage. It was my assumption that they were aware of the damage on all 3 books which is why no complaint was made to the company.
  
  However, they have now determined that I am responsible for the damage on one book and charging me for it.
  
  I have been told there is no phone number to contact this company and the only way is by chat or email. What if I were someone who had limited or no access to the internet?
  
  This process is incredibly unprofessional, I have not been informed as to how I was "proved" to be at fault for the damage for the book or how they determined I was at fault for one but not the others.

  

  Business Response

  Date: 12/28/2023

  Good morning *******

  We have reviewed your account and items returned. You were charged for damages on ISBN *************, in the amount of $297.59. As our recording show that the item was sent to you in "new" condition and was returned with a torn cover and pages. Them photos have been provided to you via email. If customer receives a damaged item, they have 30 days to report damages to our support team. Once the item is in the customers possession, the customer is responsible for the item and the condition. We apologize for any inconvenience this may cause you. If you need any further assistance, please visit our help desk.

  Thank you,

  eCampus

• Initial Complaint

  Date:12/18/2023

  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.

  I rented a book order ******* returned it before the rental return date, and weeks later get a bank message that the company charged me $124 for another book, *******, that I never bought, and it states that the customer picked up the book, which I never did. I reached out to customer support and was told that they charged me for the book because it was returned wet. Never once did water touch the book, and I in fact used an online copy of the book and ended up not needing to even use the book. To ensure that it was my book that I rented, I asked them if they could provide me with the book ISBN and damage in a video or photo, to prove that it was my book that was damaged. I asked several times and they never did and kept telling me to reach back out to them on the next day. This is wrong and clearly a scam and I should be reimbursed the transaction that I never approved of.

  

  Business Response

  Date: 02/08/2024

  Good afternoon Mikaelle,

  We apologize for any inconvenience or confusion regarding this order. The rental purchase charge was refunded in full on 12/29/23. back to the original payment method. If you need any additional information regarding this matter, please let us know.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 02/12/2024

  
  
  Better Business Bureau:
  
  
  

  Thank you very much. My issue as been resolved, no further action must be taken. 
  

   

  Thank you very much, 

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

   

   

  
  

  ***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:12/11/2023

  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 12/5/2023, I ordered the textbook ASAM criteria 3rd edition. I paid 85.82 for expedited 5-day shipping. As of 12/11/23, my book has not been shipped, as it shows on the website that my order is processing. I reached out to the company via email and chat this morning, but no one has responded. They do not have a customer service phone number, and no one is responding.

  

  Business Response

  Date: 12/27/2023

  Hi *******!

  The item you ordered had the availability of typically ships in 2-4 business days. 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

  Thank you for choosing *********!

• Initial Complaint

  Date:12/01/2023

  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 put in an order on 8/22/2023 for Art History, Volume 2 [Rental Edition]. Fast forward to 11/30/2023, and I have yet to receive my rental that is due soon. Now I want to cancel the shipping and get a full refund on my purchase. About $92.89 for full, with taxes and fees, but $74.99 for the book itself. Which I am hoping for a refund for.

  

  Business Response

  Date: 12/05/2023

  Hi Jorge,

  Thank you so much for reaching out to us. we have reviewed the USPS tracking on you order and have deemed the item lost in transit with the carrier at this time. A full refund has been issued back to the original payment method; however, the refund is broken into three different transactions. Please allow 3-5 business days for the refund to process and post. We apologize for any inconvenience this has caused you. We value you as a customer and appreciate your business. 

  Thank you,

  eCampus

  Customer Answer

  Date: 12/06/2023

  
  
  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:11/27/2023

  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 as a rental from eCampus.com. The book was shipped on Aug. 9, 2023 and my order number was *******. In early November 2023, I tried to access my online eCampus.com account in order to print a return shipping label, per the instructions that were delivered with my book. ECampus.com did not recognize my e-mail address, so I was unable to access my account so that I could print the return label. I reached out to eCampus.com via their live chat two weeks ago, no one could help me, and they said they would contact me via email. I left my email address and they never contacted me. I emailed them directly two weeks ago and despite their website saying they reply within 2 business days, it has been two weeks and no one has responded. I tried again to use their live chat today, and again no one could help me and they again told me to leave my email address and someone would respond to me. Now I am stuck with this textbook that I need to return, and I'm afraid I'm going to be charged late fees even though I have tried repeatedly to connect with someone at ecampus.com to help me access my account. I am beyond frustrated and will NEVER rent from this company again. At this point I JUST NEED HELP accessing my account, getting a return label and sending this book back ASAP so that I never have to deal with this awful business again.

  

  Business Response

  Date: 12/05/2023

  Hi ******

  The email address has been updated and the rental has been checked in at this time. We so certainly apologize for any inconvenience you may have experienced. We value you as a customer and appreciate your feedback.

  Thank you,

  eCampus

• Initial Complaint

  Date:11/09/2023

  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 never received the item I bought. When I tried to talk to someone about a refund, they would disconnect me every single time. I never received a refund. Fake business.

  

  Business Response

  Date: 11/14/2023

  Hi ********,

  Thank you for reaching out. According to USPS tracking the item was lost in transit with the carrier. At this time, we have refunded the order in full back to the original payment method. We apologize for any inconvenience this may have caused.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I’m not sure if I still have the original payment method. I will accept a check sent to my address listed. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/17/2023

  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 returned two rental books (amount to rent was $40.46), 5 days late. Due date was August 14 and I returned them on August 19. I was charged a late fee of $65. (To buy the books, instead of returning them, would have costed me $30 total.) I contacted them on August 21 and was told they would refund 75% of the late fee within 30 days. I still didn't see a refund, so I contacted them again on September 29. I was then told the books were damaged, so I could not receive a refund, but they could send the books back to me. A week later, I received an email from eCampus stating that they threw the books away because I was supposed to ask for them to be sent back a week after they were perceived as damaged. I was never contacted AT ALL stating that they were damaged OR contacted and told I had a week to claim them. They are refusing to do anything about this issue that is clearly on their end.

  

  Business Response

  Date: 11/14/2023

  Good morning ********,

  We apologize for any inconvenience or confusion regarding the rental purchase fee. Per our policy, once the book 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 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 and the book will NOT be returned to you. You can find this information on the eCampus Help Desk. If you need any further assistance, please contact our customer service team.

  Thank you,

  eCampus

• Initial Complaint

  Date:10/11/2023

  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.

  Online bookstore ECampus for ****. Collage ********* wi.
  Order # ******** 7/23/2023 10:08 am Shipment Id ********.
  My son and I ordered a shipment of book he needed for his class for fall 2023.
  There were 5 books he needed for his classes, at the time. We received the shipment
  Within the week after ordering. Everything was fine.
  We got a call about 2weeks later from his college counselor stating he was going to move ****** into a couple of different classes, because he saw that ****** tested better than what was previously thought. That meant dropping the 2 classes he didn’t need. However we had already received the books for the classes. No problem according to the return policy of The ** Ecampus bookstore policy. It clearly state a return is possible before classes start. ** classes start on Sept 5 2023. We sent the 2 books back exactly the same condition as we received them on Aug. 17. One was still in the plastic shrink wrap. The other was purchased used from the bookstore, but we never opened the book. Why would we, after all there was no class yet.
  We got a email from ECampus bookstore saying they were damaged. This is not true. They were sent back the same as we received them. They are not giving us our refund of the books. The 2 books sent back are: ******** Collage with Corequisite 2.8. New in shrink wrap $46.55 w/tax. The second book: Essays and Arguments: A handbook for Writing Student essays. Used book. $12.33 w/tax.
  I have contacted them several times via email but they are refusing to issue a refund. They say it was damaged. That is a lie, I sent them back in the same condition as I received them. They have sent some pictures of the damage, but there is no pics of the front of the books . I believe they have the wrong order that they are looking at?

  

  Business Response

  Date: 10/16/2023

  Good afternoon,

  We apologize for any inconvenience you may have experienced regarding order ********. We did receive an item back with damage pages. At this time the account is under a chargeback filing with the bank. There is nothing we can do in the customer service department, until the financial institution has dropped the dispute. 

  Thank you,

  eCampus

   

   

  Customer Answer

  Date: 10/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: my credit card company has closed the dispute in your favor . Today, 10/18/23 was the last day for me to respond to the bank. I’m am not going to respond to the bank because this is a better avenue to get this resolved.  
  If you say are the books were damaged when you received them, then that is the exact way I received them…damaged.  Are you telling me you sent us damaged books? I contacted you guys within the return period and I sent them back. One of them was still in the shrink wrapping. I find it hard to believe BOTH books were damaged?  The books were never used by us. Doesn’t add up.  Not a very good way to do business.  Shame on you for taking advantage of college kids. Most would have given up by now and let you keep the money.  This is not right.
  
  
  
  Sincerely,    **** ****
  
  
  **** ****

  

  Business Response

  Date: 11/14/2023

  At this time, your account does not show that dispute has been closed. If the bank has provided documentation to you that the dispute is closed, feel free to provide that document to us.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint:******* *

  
  
  
  I am rejecting this response because:  I called my credit card company today, they said the attached letter,

  should be enough. If you look at the middle of the letter, it says “At this time we consider your case closed”.

  This is the reason I am pursuing the BBB avenue of this dispute.
  there should be a attached letter to this response.

  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 12/28/2023

  Good morning,

  We have reviewed your account; at this time, we have added $60 of in-store credit to the account. This credit can be used on any future purchases, simply select the credit during the checkout process. If you need any further assistance, please let us know.

  Thank you for choosing eCampus!

  Customer Answer

  Date: 12/30/2023

  
  
  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:10/02/2023

  Type:Service or Repair 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.

  Hello, I placed an order through the website at eCampus.com via their Marketplace sellers section. It was for a used book in like new condition. The order went through and the next day they emailed to say it was cancelled due to irregularities in payment. I have used this exact same payment method and address etc on their site before with no problem. The email said to contact customer service if I had any issue. I reached out to *** M. (wasi 31) on their chat system since they have no phone service. *** let me know that there was nothing they could do. They can't re-instate the order, nor can they price match the exact same book they sell, their own used book, for the same price. The only option was to place another order, but I would be paying significantly more for a lesser quality book. They should make it right. Why cancel my order without providing a solution? I also asked *** several times if we could please talk with their manager, and they finally agreed to submit a ticket, but said we couldn't talked to the manager. They said it would take 1-2 days for me to receive an email back from the ticket. Not an acceptable solution. Thank you.

  

  Business Response

  Date: 10/16/2023

  Good afternoon ******,

  We apologize for the inconvenience this has caused you. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regards to what causes these cancellations, other than generic notifications. Unfortunately, we cannot do price matches for cancelled orders. 

  Thank you for choosing eCampus!
  
  

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this makes no logical sense. How can you cancel an order (for no valid reason in this case), and then offer ZERO resolution? Bad business practice in my opinion.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/25/2023

  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.

  Paid $7.99 for expedited delivery. Date: Sept. 19, 2023.
  For a book, for an exam for school. Product (Book) arrived a day late!! (September 20th).
  Made (2) attempts to contact company. To no avail. They keep saying Product was delivered!! Their incompetence is unbelievable!! Never admitting fault that Product arrived LATE!! I AM REQUESTING MY $7.99 EXPEDITED DELIVERY FEE BE REFUNDED!!

  

  Business Response

  Date: 10/16/2023

  Good afternoon Roger,

  We have reviewed the order under your name that was placed on 09/14/23. The item you ordered had the availability of usually ships in 2-3 business days. The order did ship on 09/15/23 and was delivered on 09/20/23, according to UPS tracking 1Z29E3W5*********7. expedited shipping is 1-5 business days, therefore this order is considered to be delivered on time.

  Thank you,

  eCampus

  Customer Answer

  Date: 10/18/2023

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