Complaints

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

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  Chegg.com

  3990 Freedom Cir Santa Clara, CA 95054-1204

  
• 

  Chegg.com

  530 Howard St Ste 100 San Francisco, CA 94105-3016

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:12/24/2024

  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 sent back textbooks I rented on 12/10 dropping them off at an *** pickup center. I received an email on the 12th from chegg advising my books were on there way back. Today I received an email advising that I was being charged for an extension on each of these books. I should not be held liable for shipping especially when chegg sent me the email acknowledging the books were in the way back. I spent almost an hour on hold and when I finally reached a *** I was hung up on. Ive spent all day texting and get no response from ***s. ** no point did I agree for chegg to hold my credit card information and I dont have the product and havent since when I shipped them back and now there is a threat to fully charge me in there emails today

  Business Response

  Date: 12/26/2024

  Hello *******,

  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided the book order to where the charges in question had occurred. 
  
  We acknowledge that your books were indeed returned to where we refunded the charges. You will see the funds back to the original method of payment in 5 business days. 
  
  At this time, we can confirm the book order has been checked in, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 12/31/2024

   
  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,
  
  ******* *******

• Initial Complaint

  Date:12/24/2024

  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.

  Chegg charged me two $3.19 extension fees for book I rented, but have already returned before the deadline. I returned to books to The *** Store #**** on Wednesday, December 11th, 2024 at 4:27PM as per the Drop-off Package Receipt. The tracking reference number: 1Z151A4E9039180716 When I tracked my return via the reference number, it said that my books were returned to them on December 13th, 2024, at 11:24AM. I placed all four books that I had purchased/rented from them in September in the return box. Two of the four books were mine to keep as I had purchased them, but inlcluded them in the return anyway. The book titled "Designing for Interaction" and "Betrayal" were rentals, but the other two books, "The Design of Everyday Things" and "A Concise Guide to Technical Communication" were the books that were mine to keep and I returned anyway. I also tried waiting on hold with their customer service line to no avail. Same thing with their SMS option. They just stopped respoinding.

  Business Response

  Date: 12/24/2024

  Hello *****,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, book order to where the charges in question had occurred. 
  
  We acknowledge that your books were indeed returned to where we refunded the charges. You will see the funds back to the original method of payment in 5 business days. 
  
  At this time, we can confirm the book order has been checked in, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 12/31/2024

   
  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,
  
  ***** ****

• Initial Complaint

  Date:12/11/2024

  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.

  Chegg has been charging my debit card for over a year and never once helped me resolve my issues. They have been charging me ***** a month and when I reach out to them they say they cannot locate an account however I am constantly being billed. They have my money and my card information but cannot locate an account associated with it. So where is my money going up in a cloud or something. This is truly a scam. I reached out to my bank for help they advised they were going to block them however they are still showing up monthly on my account. They are scam artist and I want all of my money back. I need help to have this issue resolved. I need to know what my options are against this company.

  Business Response

  Date: 12/11/2024

  Hello *****,
  
  
  We would first like to apologize for any unexpected charges you may be seeing.
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:12/06/2024

  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.

  Used to have a Chegg subscription and canceled the plan 2 months after the initial purchase of the subscription. A few months later, I am getting charged once again for a subscription I already canceled and spoke to customer support about. Supposedly the issue went away but once again a few months later, the issue arose and contacted customer support again. I have proof that I canceled the plan the first time and I suspect that Chegg is actively reinstating my account even though I've called customer support several times stating that I would like to cancel the plan

  Business Response

  Date: 12/06/2024

  Hello Jayden,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study Pack subscription purchased on 05/05/2024. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study Pack, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  Typically subscription charges are non refundable per our terms of use, however as a one-time courtesy we have issued a refund for the most recent 90 days of charges. Please allow 5 business days for the refunds to post back to the original form of payment. Due to the original charges on the account billing over 90 days, if you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  At this time, we can confirm the subscription has been cancelled 12/06/2024, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team
  

• Initial Complaint

  Date:12/03/2024

  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 have contacted Chegg directly through a chat assistant in an attempt to cancel my subscription. No one from Chegg's staff or business has contacted me via phone or email to facilitate this process. Therefore, I am inquiring the services of the BBB to force Chegg to cancel my account entirely and refund me 15 USD subscription that I do not wish to continue. Please litigate this issue with Chegg as I no longer wish to do business with them as AI has entirely replaced their business model. This company thinks they are like ******** but I digress that they do not respect consumer protection laws.

  Business Response

  Date: 12/03/2024

  Hello ******,
  
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the Chegg Study subscription. No successful cancellation had been processed on this subscription, hence why the charges continued. 
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing date to prevent the next billing cycle. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the billing month in which your request to cancel was received and the cancellation confirmation will be sent at the end of the cycle. You can also contact customer support to cancel the membership.
  
  Typically, Chegg Study subscriptions are nonrefundable per our terms of service, however as a one-time courtesy we have issued a refund for the most recent charge. Depending on your financial institution the refund can typically take within 5 business days to post back to the original form of payment.
  
  We can confirm the subscription was cancelled on 12/03/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 12/03/2024

   
  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,
  
  ****** *********

• Initial Complaint

  Date:12/02/2024

  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.

  Started subscription with them over a year ago.The service was not the worth the money. So 3 months in I attempted to cancel. Not able to despite the website saying it was something that could be done easily via my account page.Reached out was ignored. They charged me for over a year 10 bucks.Finally got them say they would cancel it but we will see

  Business Response

  Date: 12/02/2024

  Hello ******-****,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate an EasyBib Plus subscription purchased on 05/15/2023. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With the subscription, it is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  Typically subscription charges are non refundable per our terms of use, but in extenuating circumstances an account is able to access the most recent 90 day billing cycle synonymous with a financial institution. We have extended a maximum refund on the account, which includes the most recent 90 days. Please allow 5 business days for the refunds to post back to the original form of payment. Due to the original charge on the account billing over 90 days, if you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  At this time, we can confirm the subscription has been cancelled 11/29/2024, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:12/02/2024

  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.

  I saw a declined charge on my card from this company and thankfully my card was off because Ive never heard of them or used any type of services like they provide in my life so they somehow stole my credit card info or it was sold to them

  Business Response

  Date: 12/02/2024

  Hello ********,
  
  
  We would like to apologize immensely for your experience with Chegg thus far and are here to look into this matter further.
  
  Reviewing the chat history for when you reached to our Chegg Support we were able to locate an account with the charge attempt you described using the last 4 of the card provided. With this, we removed the card information and deactivated the account so no further charge attempts would derive from this account. 
  
  We would like to disclaim unfortunately this does not stop the bad actor in trying to use your card information elsewhere. We highly recommend to dispute any suspicious charges and discuss with your financial institution on your information being safe as it could have been compromised. 
  
  Chegg is an online learning platform that offers a variety of services to help students learn and succeed.
  
  We thank you for your patience while we worked to get this resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:11/25/2024

  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.

  On 11/15/24, I purchased an ebook from Chegg for a class I got enrolled in. I was using the book fine for the following week. However, on the morning of 11/25, I got an email from my course that this class was terminated and I had no need for the ebook. Lucky for me, Chegg told me I was still within the "10 day refund guarantee", where if I cancel the ebook, I will be eligible for a full refund. So I went on chat on 11/25 to cancel the ebook and chat said sorry, 10 days from 11/25 is 11/24..... ummmm...what? If I do the math right, 15+10 is 25.... They said that the guarantee is not correct and I should have cancelled it on the 24th to be "safe". I spoke with another agent and they said I was "2 hours too late". That they go by "real time". So since I purchase this ebook at 11/15 at 9am, I should have cancelled it at 11/25 9am. I tried to cancel at 10:30am. However, no where does it state "10 day guarantee refund if you cancel in real time for a refund". It just states "10 days". That's it. I feel lied to and taken advantage of from Chegg. They are not honoring their own policy and this is my attempt to reach out to Chegg corporate to make things right. I am asking for this ebook (ISBN *************) to be cancelled and for Chegg to refund me my money. If this is not possible, then I will have to take this up with my financial institution. This will also cause Chegg to pay chargeback fees.

  Business Response

  Date: 12/02/2024

  Hello Max,
  
  
  We would like to apologize for your recent experience with Chegg. We aim to make the return instructions as clear as possible on the order confirmation email and within our Chegg Terms of Use (***************************************************). 
  
  Looking over your account, we can see the Early's Mental Health Concepts and Techniques in ******************** eBook ordered on 11/15/2024. All eBooks are eligible for a refund, if cancelled within 10 days from the purchase date. 
  
  Given your recent experience, we have gone ahead and pushed a one-time courtesy refund through for this order. Please allow five business days for the refund to reflect on your statement. Please understand that these deadlines are set by publishers and exceptions are very rarely offered.
  
  We thank you for your patience while we looked into this matter further.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:11/22/2024

  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.

  Went to remove payment information through site. Required through phone or chat service. Then refused to remove payment information

  Business Response

  Date: 11/22/2024

  Hello *******,
  
  We appreciate you letting us know about your recent experience.
  
  
  We've reviewed your recent interaction with support with the information provided on the complaint and are here to look into this matter further for you.
  
  We see you requested to remove a payment method from the account, however when our support team asked for additional information to assist with this request, there was no confirmation which payment method needed to be removed. After this was requested and no information provided, the conversation was ended.
  
  We allow users to update / modify their payment method, to remove a payment method you can contact our support team to assist: **************************************************************************************************************************************************************
  
  Given your experience we have taken care of removing the single card associated with the account, however we see ****** as an additional method of payment linked. We are unable to remove ****** from the account, when a ****** account is added to a ******************** account, a specific billing agreement is created and cannot be edited. If you would like more information, please contact ****** at **************.
  
  We thank you for your patience while we got this resolved for you.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising 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.

  My Chegg subscription (under the email ************************* ended on March 14, 2023. On October 14, 2023, Chegg began charging my credit card again with a renewing monthly charge (CAD $21.41) that I did not authorize. I have just discovered this October charge today--it is already too late and my card has been charged again for the month of November (CAD $21.41). I have cancelled my subscription once again on the Chegg website, but am formally requesting my credit card be credited for these unauthorized charges. The initial cancellation of my account was clearly a misleading and deceptive business practice, as it was my understanding that my subscription had been entirely cancelled on March 14, 2023. I have had absolutely no log-in activity on the Chegg site during the October and November 2024 charge periods and had no intention of ever using the website again after March, 2023.

  Business Response

  Date: 11/22/2024

  Hello *****,
  
  We would first like to apologize as we understand unexpected charges are less than ideal and are here to look into this matter further for you.
  
  After reviewing your information listed in this complaint, we were able to locate the account associated with the charges. We see an original subscription on the account that began 10/14/2021 and was cancelled on 03/14/2023. The most recent Chegg Study subscription on the account began billing on 09/14/2023. The subscripton shows it was paused 04/01/2024 and was scheduled to resume 10/14/2024. No successful cancellation had been processed on this subscription until 11/21/2024, which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original charge on the account billing over 90 days.
  
  We can confirm the subscription has been cancelled to prevent further billing.
  
  Thank you so much for your patience while we worked to get this issue resolved.
  
  Best,
  The Chegg Team
  
  
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22589926
  
  I am rejecting this response because:

  There was no clear indication that a paused account would automatically resume on its own, or I would have cancelled it outright. My understanding was that a paused account would allow the user to continue using the account at a later date, of their choosing, without having to recreate an entire log-in and re-submit credit information. Having a paused account start up again without the user's consent to be monetarily charged was deceptively disguised and a fraudulent business practice. I gave no consent for a monthly charge to begin again on its own simply because enough time had passed! 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/02/2024

  Hello *****,
  
  
  We would like to again apologize for your recent experience with Chegg.
  
  At the time of pausing a subscription, it will indicate the date that the subscription will automatically renew in this case being October 14th, 2024. This information can be viewed in your My Account Page under the Orders tab where the subscription is located. It would have stated the current state of the subscription being Paused and the resumption date. 
  
  Due to the original charge being billed over 90 days with no prior reports of unauthorized charges, any charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.
  
  We can confirm the subscription has been cancelled to prevent further billing.
  
  Per our previous response, while we were not able to reach your desired resolution, we will not be altering the one provided. 
  
  We thank you for your patience while we looked into this matter further and we will now be considering this case closed.
  
  
  Best,
  The Chegg Team