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Textbooks

Follett Corporation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Follett Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/14/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 my books from Follett's online store like I normally do at the beginning of each semester. RHIT Exam Preparation, Bundle with RHIT Exam was one of the required items. There were three options to choose from. Wanting to be frugal, I went with the least costly of the 3. A digital version. Fast forward to the end of the semester and the need to register for my certification exam. I don't have a code for my exam. I call Follett and I'm told that I didn't purchase the exam with my bundle. WHAT?!? No where does it state with the digital option that I would not be getting the Exam with the bundle. I've contacted them on two different occasions and there has been no remedy to this issue. At this point, I can't afford to purchase a $300 exam that was supposed to be included in my bundle. I've provided an image from the website proving there is no explanation about the digital content.

      Business Response

      Date: 05/29/2025

      We are working with the Regional Manager to come up with a solution for both parties.

    • Initial Complaint

      Date:05/14/2025

      Type:Product Issues
      Status:
      Resolved
      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 am filing this dispute against Follett Corporation regarding a charge for course materials at ********************** that I never accessed or used. Follett has charged my account $762 for "********************** ACCESS Digital Books". However, when I initially accessed and checked the portal on 4/25/2025, the amount listed as "Total to Student" was $704, revealing a discrepancy in the actual fee charged. Unfortunately, I missed the opt-out deadline for the textbooks because I was unsure if they were going to be needed in my classes. The semester is over, and I was not instructed to use any of the textbooks to complete any of my courses the entire semester, therefore I did not access or use any of the materials. Despite never logging into the portal or downloading any course content, the charge was automatically applied to my student account. I contacted my school bookstore and Follett's customer ********************** department to dispute the charge/request a one-time exception, but was told "Since the opt-out deadline of January 31st was missed, they are unable to approve a refund or exception at this time", even though I had not engaged with the product in any way.This feels like an unfair billing practice, especially for students already managing extremely tight budgets. I am kindly requesting:A full refund of the amount charged-due to me not being able to afford the fee. My parents are also unable to pay for this fee as well, due to facing severe financial hardship.An explanation for the discrepancy between the $762 charge and the $704 portal listing.

      Business Response

      Date: 05/19/2025

      Hope this email finds you well. I wanted to reach out to you regarding your course material charges   I have reached out to the University, and they would like you to contact them directly concerning this matter.  The contact person will be ****** ********. His email is ***************************************.

      Customer Answer

      Date: 05/19/2025

       
      Complaint: 23328370

      I am rejecting this response because: The response provided by the business does not adequately address my concerns. The business sent me an email on 5/16/2025, stating to contact ****** ********, who I then emailed. I have yet to hear anything back, so at this time, the issues remain unresolved. 

       

      Sincerely,


      *. ******

      Business Response

      Date: 05/30/2025

      This is out of Folletts hands, it in a school issue at this point, I would reach out the him again or maybe his assistant.

       

    • Initial Complaint

      Date:04/28/2025

      Type:Billing Issues
      Status:
      Resolved
      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, 04/25/2025, Follett Higher Group LLC, I dispute the validity of the debt according to the Fair Debt Collection Act 15 United States Code Section 1692(g). I do not owe this company any money. This company is refusing to give me information regarding a book. I advised this company that I would be willing to return the book. However, this company is refusing to give me information regarding the book.

      Business Response

      Date: 04/29/2025

      The book was Drugs in America IBSN *************, was rented on 9/6/2024 and was never returned. The date of return was supposed to be 12/18/2024

      If you can show a receipt for the return we will be more than happy to remove it from collections.

    • Initial Complaint

      Date:04/18/2025

      Type:Billing Issues
      Status:
      Resolved
      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 November 11th, 2024, my college put a bookstore charge of $129.25 on my account for Fall 2024 semester (which started in August), even though I did not buy or use any books from the bookstore. When I inquired about the charge on November 25th, I was advised to direct my questions to ******************************* as the college has some sort of agreement with Follett Corporation regarding the textbooks.***** ********* ******************************** explained that the charge is because the student, I, was registered for a specific class, and did not opt out of the charge. I was not ever given a warning that this charge will be on my account if I sign up for the class, and I was not given opportunity to opt out. ****** ******* ********************************** claims that an email was sent to the students on September 6th with instructions on how to opt out. I never received such email. Follett stopped responding to my request to provide proof that Follett included me in the list of people who the email was sent to. I ask for the refund of $132.68, which include the charge $129.25 for the textbook and convenience fee $3.43 for paying with a credit card, because I had to pay that unjustified charge placed on my student account to be able to continue my studies.

      Business Response

      Date: 05/01/2025

      On 4/21/25, the store Market Leader was directed to reach out to the student and provide a refund

      Customer Answer

      Date: 05/01/2025

       
      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:04/18/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 would like corrective action to be conducted for the future so that others are not faced with the same turmoil and ridiculous adversity to simply order from your corporation. I first reached out to purchase something in bulk from your corporation 9/24/2024 and I still have yet to receive the items let alone confirmation of if the items are purchased or not. I had similar difficulty last year as well when I attempted to purchase the same item in a similar quantity. I has reached out in the fall and it wasn't until late Spring that I had received those items. The emails from this year have been attached. The approximate cost based on last year is around $1,000, not including the other approximate $1,000 from the other club we were trying to purchase with. Had we not been faced with such resistance to purchasing from you, we would have encouraged other organizations on campus to purchase from you, but as we have had such difficulty for multiple years, we will most likely look towards purchasing from elsewhere in the future for this purchase.

      Business Response

      Date: 04/21/2025

      From the Regional Manager that handles this school:

      She had been working with our previous CSM before her retirement and the process transitioned to DM/GM while the new CSM was onboarded.
      The order was progressing, albeit slower than she would have liked. We were just waiting on her approval for an order of zips a day before this complaint came in.  our apologies for the delay and that the issue
      has been escalated and resolution is shipment of her order by mid next week.

      I will also be reaching out to her to apologize for the delay in response. 

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Over the past Winter semester, I was enrolled in a single online course at ****************************************** while attending University full time at another *** school (***************************.) *********** generated an email for me that I never used or accessed because I already had a personal email and a school email through my main campus (CMA). Unbeknownst to me an email from Follett was sent to this email (that I didn't even know I had at the time) giving me a deadline to opt out of a "Textbook access program." Well, I missed this "deadline" because I never saw this email, and now they are trying to charge me for a service I never used or was aware while my course didn't even have a textbook? I sent an email to them disputing this and they replied that they reject getting rid of the charge after "review" I followed up by asking what this review looked like and laid out what I wrote here and they did not *********** can a company charge me for a service I wasn't aware of and never agreed to be a part of? The reason they do this is because they know many people won't see the email or know about it, and thus they can scam college students by threatening to send the bill to collections. This is just a horrible and shady business practice, and I am not sure if it is even legal or if they can even sell this "debt" to a collector because I signed no contract with them or even had contact with them before they tried to charge me for this.I have attached some reddit threads of other people complaining about this practice so you can see this is not an isolated incident. **********************************************************************************************************************************************************************************************************************************************************************************

      Business Response

      Date: 04/21/2025

      We are looking into situation and will respond shortly

    • Initial Complaint

      Date:03/12/2025

      Type:Product Issues
      Status:
      Resolved
      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 been waiting for a refund for an item purchased from Folletts College of DuPage Bookstore. This item was for online access code for Cengage Learning: MindTap for ******* Understanding ICD-10-CM and ICD-10-PCS: A Worktext, 2024 Edition, 2 terms Instant Access.The code has never been used. On 2/17, I received an email from the bookstore stating this was an oversight and I would be receiving the refund. I have not received a refund.I sent emails requesting a refund on 1/28, 2/2, 2/11, 2/15, 2/17, 2/18, 2/24, and 3/12.I made online requests for refund using the bookstore online feature on 2/17 and 3/12.

      Customer Answer

      Date: 03/17/2025


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. A refund has been provided.  My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:03/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2/13/25 I ordered some items through the online bookstore at my college which was run by Follet (the physical location was closed in March). The total amount of the order was $633.62 from which I used my book credits (totaling $660) to pay for the entire order. Shortly after extraneous charges were made to my card which I did not authorize. So not only do I no longer have access to my book credits at all (due to the store closure), they also took money from me! In total they took about $710 from me, when I only agreed to pay $633.62. On top of that, many of the items were cancelled and not delivered, how convenient! After contacting their support they informed me that they would follow up with me which they NEVER did. I have called about 3-4 times over the course of 2 weeks with no resolution to my problem. The order was placed nearly a MONTH ago. Customer ********************** refuses to provide a meaningful solution over the phone and are indifferent about the money they stole from me! I have no way of going to the physical location because it is closed, and customer ********************** refuses to respond to me. Follet is a scam: they gladly take your money and then refuse to provide customer **********************. Do not do business or shop with this fraudulent ************************* resolve this issue I want a refund ASAP.

      Business Response

      Date: 03/25/2025

      Please give me a few days to look into this and see what we can do for you.  

      Customer Answer

      Date: 03/25/2025

       
      Complaint: 23049414

      I am rejecting this response because it does not offer a solution or mention the problem at all.

      Sincerely,

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

      Business Response

      Date: 03/26/2025

      We are trying to figure out if customer received a disbursement from the school.  This is hard because we no longer are at that bookstore.   We are reaching out to the school.


       

      Customer Answer

      Date: 03/27/2025

       
      Complaint: 23049414

      I am rejecting this response because, 

      I called and spoke with a customer ********************** representative, who informed me that the records for the store are no longer available. How can the school address this problem, if it is not their fault? Unfortunately, you cant just charge my card and take my money and then use YOUR lack of information to justify a purposefully delayed response. Why only now is the school being contacted? Furthermore, I have not received any disbursement. I expect a prompt resolution and an explanation on how this issue will be rectified.

      Sincerely,


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

    • Initial Complaint

      Date:03/06/2025

      Type:Product Issues
      Status:
      Resolved
      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 an item online and this is verbatim the Return Policy language: "While returns by mail arent the preferred method, we understand not everyone who is a fan is close by. If you do need to return/exchange your product by mail, please follow these instructions:"This implies that there is a way to return the item in person. However, when I went to the official bookstore to return the item the return was denied. I was informed that some items can and others cannot be returned to the store, just depends on whether the store is carrying that specific item at the time. Now I'm having to pay for shipping anyways to return the item to the Follett warehouse. The Return Policy language is clearly misleading, and I would have reconsidered purchasing the item if I knew this was going to be the case. Perhaps not all of their merchandise can be returned in person, fine, but then the shipping should be covered for those items. This is completely unacceptable.

      Business Response

      Date: 03/21/2025

      A refund has already been issued, and we will be sending you a refund for the shipping charges

      Customer Answer

      Date: 03/25/2025

       
      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,

      Yuri Gloumakov

    • Initial Complaint

      Date:02/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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'm not sure if this is the correct company for ****************** Colleges but this is the company I was lead to from our bookstore. I purchased a book which I thought was a physical book which turned out to be a "digital" book. All digital books I have ordered have came to my email with the sign in information for that text book. However this time I was mailed a receipt. Which later I was told that the receipt should have came with a scratcher ticket that shows my digital access information. I thought I ordered a hard copy book. Since it says buy brand new from our book store, however the paper came instead. I instantly wrote our bookstore about it by email. I have been calling and emailing with no responses. Today I finally spoke with someone and they stated that I would have to report purchase my book if I lost a card that I never knew was being mailed to me. All, every single digital product, I have purchased for school outside of this bookstore have came to my email with credentials for me to access my books. I have never had this problem and the advertisement of this way is horrible and misleading students. Possibly fraudulent is they are making students re pay for a service they have already paid for. I need this company to remodel the advertised methods on students bookstore methods and clearly state the method of which they are purchasing and receiving the item being sent because the advertising method at the moment is very misleading to us.

      Business Response

      Date: 02/27/2025

      We were able to get a replacement product code to her. 

      Regional manager reached out and spoke to customer. She still needs to work with her instructor and possibly the access code provider, ******, to gain full access to the content. Our *** just sent a follow up email offering further assistance in connecting her to those resources if necessary

    Follett Corporation is NOT a BBB Accredited Business.

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