Business Profile

Textbooks

Follett Corporation

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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

Customer Complaints Summary

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

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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:02/21/2025
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 purchased 3 electronic textbooks for school. I didnt have access to one of them for over a week and it required me reaching out to the company to resolve this issue (apparently this isnt unheard of). In the process of giving me access to that book, they returned one of my other textbooks. I needed this book for assignments due that week. I called their phone number and emailed them back. It took 2 days to hear back (via email). Their first response was please let us know if this was done in error even though my email very clearly stated that this was an error on their part. It was very frustrating and unprofessional given that I was on a time crunch with assignments due. I repeated my response that this was an error on their end and I needed it fixed right away. They responded back that since it was returned, I needed to reorder the book (at my own expense). I said I would not do that and I needed to speak to a manager and I needed someone to call me on the phone, rather than communicate over email. 3 days later they said they would refund me. That was February 11 and I haven not received a refund.
Business Response
Date: 02/24/2025
I have checked with the store manager, and our records indicate that a refund was done on 2.7.2025
Our agent reached out again on the 10th to the store as the customer wasnt seeing the refund to their account but the store manager also confirmed it was issued.
Initial Complaint
Date:12/03/2024
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.
I experienced just the worst customer ********************** ever in your store located at **********************. The employee's name was ******. The time and date of the transaction was 12/03/24 at 2:03 PM. It was Follett Store 0466. First of all, ****** is very unprofessional. He was talking to a group of his friends the whole time he was at the register instead of being attentive to addressing customer needs. I have met a more nasty and arrogant person than this individual.I paid $14.84 for a wallet. He never gave me a bag. He just slammed it in my hand with an evil stare. He took his own time giving me a receipt. In fact he put the receipt on the counter and not in my hand. It was ridiculous. ****** was the most ignorant employee at any corporation I ever encountered. ****** is a poor reflection of Follett. I will never deal with Follett or shop in their stores again after this interaction.
Business Response
Date: 12/18/2024
Please know I am contacting the Store Manager and Regional Manager to see if we need to do some more Customer ********************** Training.
If you are looking for a refund, you are able to go into the store and ask for the Manager.
Initial Complaint
Date:09/27/2024
Type:Order 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.
************************** Follett Bookstore has been receiving funding for my textbooks for the past 3 years and when I come to the bookstore to retrieve the textbooks, they never have them ready, make excuses regarding the money they receive for my textbooks from the outside resource that has been paying for both my tuition, textbooks, materials and supplies. I understand completely you have thousands of students who need the same thing handled and they receive their materials in a timely manner because their textbooks are covered by financial aid, but to steal my money every semester or not give me the textbooks that are paid for on my behalf every semester, resulting in me having to pay out of pocket to cover textbooks that you received $1000 per semester for, is pathetic and heartbreaking because it affects my education, it affects me receiving funding in the future and I cannot afford to pay out of pocket every semester for textbooks because I have bills. i do not live on campus, I rent my unit and have bills and children to take care of.
Business Response
Date: 09/27/2024
Please know we are looking into this. I show orders under your last name-Jones, is this correct?
Customer Answer
Date: 09/27/2024

Complaint: 22347614

I am rejecting this response because: They know my legal name is Andrews and my account in their system is Jones Andrews and not just Jones. this is just another excuse to go around this issue at hand and instead of responding that they will do whatever it takes to make sure I have my textbooks or refund me the money I had to pay out of pocket for the same textbooks that they have been already paid for by Vocational Rehab to cover my educational need. For 5 weeks, I have been winging coursework, assignments that require me to read the textbooks, materials for lab, supplies to write on and for 5 weeks, I have been coming into the bookstore stating the same issue that I mentioned on here that should have informed them who I am because only two students besides myself was approved for the funding through the outside resource and they have not been dealing with what I am dealing with and received their textbooks without any issues or excuses from this same bookstore.

Sincerely,

Decarya Andrews
Business Response
Date: 10/25/2024
Hello,
We never denied any service to Ms. ******* like ******** said her the previous email, I can't tell why it happened three years ago because I been in the store for a year only. In the Year I've never received anything from vocational rehab and if she is being charged for textbooks before is because the university is part of the Follett Access program. I think she has an issue with the staff at the store, and no matter what we explain to her, it isnt good enough.
Customer Answer
Date: 10/26/2024

Complaint: 22347614

I am rejecting this response because: my name is not Decaryra its Decarya and
I did not drop classes. I had to drop **** 1010 because I needed that interactive textbook to do my all-required work from quizzes, homework, discussions and assignments for that class. I am winging it in my other four classes because they refuse to give me my textbooks that vocational rehab has already sent them $900 for. I ended up having to pay $363 out of my rent money and car note to pay for one textbook when I cannot afford to pay for the others and ******* purpose of me receiving outside services is because the college TSU has failed to provide me a legally documented disabled student with the textbooks, materials and support I need to be successful as a student and the textbooks were already paid to Follett TSU bookstore as well as materials and supplies and for that lady to lie on me saying that I have not been responding to her when she never reached out back to me and i will enclose the emails I have been sending. I am in 7 to 10 weeks courses and none of my book bundle courses books have been available to me and none of the textbooks that I have to retrieve from Follett has been available to me either. I have witnesses from my BIOL 2010 professor who gave me 14 days access to the book and I had to rush through the 10 chapter book to get a good grade in her course and she can contest to the fact that she even contacted the bookstore to see how long it would take for the manager to retrieve this so called PO code they been looking for when my vocational counselor has informed me that the other students has not had this issue and she does not know why Follett TSU bookstore refuses to assist me in my textbooks and I had to be a vendor to get reimbursed for books I had to pay out of pocket because Follett TSU has been stealing the money sent to them for me. It has been 10 weeks and I had no choice but to drop the **** 1010 course because I was so behind on my work, and it would have been a struggle for someone who has Dyscalculia and other legal documented (that *** has the paperwork and the reason I receive vocational rehab services and the office of disability services) learning disabilities to try and rush through the course.
Sincerely,

Decarya *******
Initial Complaint
Date:09/26/2024
Type:Delivery 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.
Follett runs the ***************** Official Team Shop (***************************). An order was placed online on 9/9/24. Their online shipping policy states that orders will be received in 4-7 days. After 8 days I began emailing to find out the status of the order as it was immediately moved to In Process with no movement. The response to each of my inquires were that the order has been moved to In Process. No additional information was provided even when I asked for additional information. I asked for someone to contact me via phone and was refused. They indicated the issue had been escalated, however no further movement has been made on the order and the response remains its been moved to In Process.
Business Response
Date: 09/27/2024
This customer order is waiting to be filled... we are still working through the ***** orders that are from the 75% off sale. After looking at the inventory on hand looks like we are going to be able to only fill 2 of the 7 items. I have called the customer to see if they would simply like to cancel the order and are waiting to hear back from them.
Customer Answer
Date: 10/08/2024

Complaint: 22345991

I am rejecting this response because: I was unable to replay to the last response from BBB in the 7 days and the complaint with this business remains unresolved. The response from the business to the BBB was insufficient and only stated why the order was delayed. The order has been cancelled by the business, with no reasoning given as to why the order was cancelled. Further, the items ordered are now available at fill price on the site. While the business did contact me, they indicated the order was being shipped on the date of contact (9/27), however no shipment was sent, or received. I reached out on 10/7 and inquired and was told the order was lost and the items would be reshipped. While a label was created for the shipment (with ***** the package with the items has not been received by *** indicating the shipment has not shipped.

I am requesting the complaint be reopened.

Sincerely,

**** *****
Customer Answer
Date: 10/11/2024

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:09/26/2024
Type:Delivery 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 9 August, 2024 I ordered a logo baseball bucket hat from the Hog Heaven Team Store. On 11 August, 2024, I received the package, but it contained the wrong item. Instead of the hat I received a small travel bag. I contacted their customer ********************** and told them instead of repackaging and returning the incorrect item I would pay for it and they could send my original order. After some delay they told me I would have to place an order for the incorrect item and when I had done so they would send my original order. I thought this was a lot of trouble for a problem they had created, but decided to do so. When I started to place the order I discovered the price of the item was $85.00 as opposed to the $42.50 listed in the incorrect order I received. I told them that even though I was not legally obligated to pay for the incorrect order, I was not looking for something free and would pay the listed price at the time I received the order, but no more. After some time they said I could place an order for the incorrect item or return it. When this happened they would ship my original order. I finally said to either ship my order or refund my money. Today I received a response from them repeating again that I had to place a new order for the incorrect item or return it and they would then release my original order. This has been going on for six weeks and I have emails to confirm everything I have said. I dont think it is the customers responsibility to clean up the mess made by the business.
Customer Answer
Date: 09/27/2024

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:09/23/2024
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 rented books from Follett Bookstore from ***************************. I returned the books in same condition I received them in. However they were late, The Follett tried to charge my card $600 and my bank declined and flagged as fraud and issued me a new card. Follett turned over to a ****************** who is hounding me about books the bookstore has in their possession.
Business Response
Date: 09/24/2024
Store Manager has reached out prior to this complaint and asked for any type of tracking number, and student has not yet provided one. Bookstore does not have any record of the return of the books.
I am asking now, if you could please submit the tracking number for your return shipment, credit card statement, or anything that would helps us track the shipment.
Customer Answer
Date: 09/24/2024

Complaint: 22327531

I am rejecting this response because: Here is The **** Tracking Information. I am sure you have a procedure for checking books back into the system, So you would know that the same books I rented were returned as they have a number.
The only resolution is to adjust my bill to 0.00 and remove it from Collections.

Sincerely,

****** ******
Business Response
Date: 09/30/2024
We have cancelled the collection, Mgr has reached out to customer.
Initial Complaint
Date:09/18/2024
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 study at *******, which uses Follett as its Bookstore administrator. On 09/01/2024 I bought two accesses to connect for this semester's courses. One access, the one for the Managerial Accounting course was for the wrong book and after talking to the professor, he confirmed that he had previously asked them to change the book before the start of classes but they didn't.I tried to contact Follett but to no avail. They sent me the connect to the book Managerial Accounting - **** **** 8th instead of the connect to the book Managerial Accounting - *** H. ******** ******* classes have started and I need access to study and do the activities. At the moment I'm using the free access, but I'm desperate and very upset because they don't seem to want to answer me or help me, practically ignoring a student who is also their customer. Please, I ask ********************** to give me the connect access for the correct book, the book that the teacher had previously requested to be available in the bookstore for this semester's course. If Follett cannot send me the access urgently, then I ask Follett to give me the money I paid for the access back so that I can buy the access directly from the website.
Business Response
Date: 09/24/2024
****** has been issued so Customer can purchase correct item.
Initial Complaint
Date:09/02/2024
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.
On 5/15/24 I rented two textbooks online from the ****************************** bookstore. Due to unforeseen circumstances, I was never able to make it to the bookstore in person to pick up my rented textbooks. They remained at the bookstore for the entirety of the semester. On 7/19 I received notice from the bookstore that my rentals are due soon. I called and spoke with an employee there who confirmed my order was still there and that it should not be an issue when the return date comes. On 8/3 I was charged ****** as a collateral fee for failure to return textbooks. I called the bookstore once again and spoke with a female employee and her supervisor who told me I would need to contact Follet directly and once again confirmed they had the books in their possession, because they were never picked up in the first place. I disputed the charge with my credit card company who denied my request for reversal of charges. On 9/2 I called Follet directly and spoke with a female customer ********************** representative who told me my issue will need to be escalated because they do not deal with rental accounts over the phone. I am being given the run around from both Follet and the St. ****** bookstore telling me I need to context the opposite party. Follet is holding onto ****** that is not theirs over textbooks that are in their possession. This is incredibly frustrating as I am in my last semester on college trying to navigate this wrongful loss of money as someone who depends on every dollar. I am extremely displeased with both the bookstore and their disorganized rental system and poor communication with Follet. I understand I signed an agreement to pay a collateral IF the textbooks were not returned. This is not the case, they were never picked up by me from the issuer and is STILL IN THEIR POSSESSION. I would like my money back please! Follet has their books.
Business Response
Date: 09/05/2024
A full Refund will be done for this. The Market Leader may be reaching out to you in regards to this refund. Please note it does take about 5-7 business days for the refund back to the ** you used at purchase.
Customer Answer
Date: 09/05/2024

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:08/28/2024
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 ordered through the school bookstore with authorization of my VRE counselor laptop has been 35 or so days and I am halfway through my first week of class no word on when Ill get this laptop. If Ill get the laptop vomit course has to go to go in or call every day to see if they have my laptop, this is ridiculous. Do you know when I was a child 30 years ago delivery was this fast I need this for my schoolwork. Im now driving to buy an iPad out of my own money despite my counselor taken care of being being perfectly willing to buy me a laptop I cant wait any longer and I cant waste the extra energy to go in my laptop or a desktop computer. Every time this is ridiculous. I just want a laptop or give me credit , and I will buy the dang thing
Business Response
Date: 09/05/2024
Can you please advise me of the Bookstore you have purchased lap top from, or an order number please. I will be more than happy to look at this for you.
Customer Answer
Date: 09/05/2024

Complaint: 22208674

I am rejecting this response because:
IM just answering a question from the business. Its at *************************. As of the delivery yesterday Im still waiting.
Sincerely,

*******************************
Business Response
Date: 09/05/2024
We have the Regional manager looking into this and working with the Store manager. One of them will be either calling or emailing you at the number and email address you left with your complaint.
Customer Answer
Date: 09/13/2024

Complaint: 22208674

I am rejecting this response because:
I couldn't find the previous email again to reply unfortunately but I'm replying to this email. I was contacted by someone from the school store who offered to order a different laptop that they had been able to get with no ETA. I first responded affirmatively to the order then after talking to my counselor, I ordered the laptop on my own dime to be reimbursed as I cannot trust or wait on
Eventually, I received my new laptop that I ordered straight from **** yesterday so I don't know how this makes this, but I'll not be buying anything from the school bookstore that I don't have to
Sincerely,

*******************************
Business Response
Date: 09/13/2024
I am sorry that you felt our response wasn't what you were looking for. We offered a different Brand Laptop because the one you ordered was on Backorder and vendor did not know how long it would be. I am sorry that you feel that you can't buy anything from our Bookstores. We did offer you a solution, and I am sorry it didn't meet your standards.
Initial Complaint
Date:06/15/2024
Type:Delivery 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 ordered from *************************** on April 20th. I received an email that the item shipped on April 23rd but that email did not include tracking information. I have never received the items order worth a total of $85.53. I have attempted to contact them via phone, email, and website message and have never heard back. I am wanting the items or a refund.
Business Response
Date: 06/17/2024
It was fulfilled in error, and was not shipped.
I spoke to the Mgr today and they are shipping the product today.
Customer Answer
Date: 06/19/2024

Complaint: 21855796

I am rejecting this response because: They did reach out to me on Monday via telephone and asked me about another pair of short as they ones I ordered are out of stock. There is not picture or anything of these sorts on their website. They did not leave a number and the number it came from doesnt let calls through I guess. I went to website to call back via the number they had on Monday. I left a message and still have not heard back any details.

Sincerely,

*********************************
Business Response
Date: 10/25/2024
When we issue a refund it usually take 8-10 business days depending on how the purchase was made. He has been made whole.

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Follett Corporation is NOT a BBB Accredited Business.