Complaints

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

close

Find a Location

Follett Corporation has 45 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

• 

  Follett Corporation

  3 Westbrook Corporate Ctr STE 200 Westchester, IL 60154-5728

• 

  Follett Corporation

  21 E Brittany Dr Arlington Heights, IL 60004-2153

• 

  Follett Corporation

  1340 Ridge Ave Elk Grove Village, IL 60007-4627

• 

  Follett Corporation

  One University Parkway Park Forest, IL 60484-3165

• 

  Follett Corporation

  1340 Ridgeview Dr McHenry, IL 60050-7048

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:05/31/2024

  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.

  My complaint is the balance of my bill. My first issue I had with ****** started in 2020 when the covid pandemic hit. I was forced to withdraw from my *************** in healthcare class. The class was paid for through a pell ****** and a loan that I received. In addition, the government offered additional funding to students that were affected, so ****** received additional funding. I notified that **** that the additional funding was supposed to be issued to me and he said otherwise. I was very upset with the school, so I dropped all my remaining classes. Fast forward to 2023 I decided to finish my B.S degree and re enrolled back to ****** with a remainder of 8 classes which was equivalent to 2 semesters. In my last semester, I was notified that I needed an additional class outside of the 2 semesters. I was livid however I wanted to finished school. Right before the class started I was advised that I had to pay for the class because ****** had used up all my pell grant ***** and I didn't qualify for a loan because it was only 3 credit hours. I'm currently on a payment plan. So now I have a balance of about two thousand dollars and was advised I would not receive my B.S diploma because I owe the school a balance. Had I known I would have put ***** aside.****** is a institution that preys on students who are eager to finish or elevate in higher education. Try do this by simply by not being truthful about the financial aspect up front. Once your program is completed, they come out of nowhere with hidden fees and also are extremely rude when asking for an explanation. They do not offer job placement as they promise and they promote this entirely. I also experience a diversity issue within the institution as well.

  Business Response

  Date: 06/01/2024

  This complaint it to the school and not the Follett Bookstore.  Please follow up with the school Financial aid department or the ******* for a response.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21786643
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/24/2024

  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.

  Subject: Complaint Regarding Faulty Laptop Purchase and Refund Denial Dear Sir/*****,I am writing to formally lodge a complaint regarding a defective laptop purchase from my schools online bookstore, ************************* College (****), and the subsequent denial of a refund.On May 19, 2024, I purchased a laptop from the **** online bookstore. The order was ready for pickup on May 23, 2024. Upon bringing the laptop home, I was eager to begin my classwork, but to my dismay, the laptop did not function properly. I spent several hours on the phone with the manufacturers customer support team, troubleshooting the issue. Unfortunately, despite extensive efforts, the laptop remained non-functional.Furthermore, I discovered that the laptop was out of warranty, meaning I would need to cover substantial repair costs out of my own funds. Following the manufacturers advice, I attempted to return the laptop to the **** onsite bookstore for a refund. However, I was informed that no refunds are granted for opened merchandise. This policy has left me with a defective device and a loss of ********* find this situation unacceptable as a consumer. The laptop was defective upon receipt, and I should not be penalized for a product that was faulty from the start. I request the BBBs assistance in resolving this matter and securing a full refund for the laptop.I appreciate your attention to this complaint and look forward to a prompt resolution.

  Business Response

  Date: 05/28/2024

  Please know the Store Market Leader has been working with this customer: She did call us to let us know the laptop was not working. We asked her to call the company (HP)because the warranty should be good, and they will fix whatever is wrong with the laptop. She called back a day later to let us know that they will fix it, but it will take about a month before they can get to her laptop, and she did not want to wait that long. I let her know that she will receive a bookstore gift card(she used Pell ***** to pay for laptop). She refused that as well.  She said she would contact someone else. We were working with her,but she wanted money. Something we could not do. When items are purchased with a Pell *****, the only way for a refund is a Store Gift Card.

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21756098
  
  I am rejecting this response because: I contacted the ******************************** & They Said Yall Indeed Have Authorization to Refund me My Money Due to Me Contacting Yall Less than 24 hrs of receiving this item, I am a Nursing student and cannot wait 1 month to receive my item back from the manufacture i do not have any other means to a laptop
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/30/2024

  We have spoken to Financial Aid, and they said they would reopen the account to make the return and the repurchase.  It has to be done before June 4th. If done after that date Financial aid will be closed.

  Customer Answer

  Date: 05/31/2024

   
  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. I will be in the office to make the return on Monday June 3rd since yall are closed today
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/01/2024

  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.

  This has been going on for over a year since Ive bought products at FSU bookstore. Me and several other customers have been ordering products online and having it for store pick up. However, the orders are not being fulfilled in a timely manner, and the employees will not answer the phone ever. I thought it was by coincidence, but then after we viewing all the reviews, many other customers are having the same issue this stems from the manager at the top because this has been going on a long time. I went into the store to buy something on Saturday and solve the phone ringing off the hook and no one would pick up finally I went to purchase my items at the register , and there was a lady checking me out and then a young man behind her who picked up the phone and hung up immediately without answering the phone. I was dumbfounded and taken back by the whole situation and left without saying anything after I placed an order for three items that I found online this last weekend For store pick up. I have not gotten any updates. I have emailed them and called them and they will not pick up or answer. This is the worst customer ********************** Ive ever seen and I am not proud that they call themselves Seminoles because people like this do not need to be working at this store or be a part of any business , they dont take their job serious and obviously this is been going on for over a year so the manager has had time to read the reviews and respond. Obviously she has not changed any thing about the business. I would like this to be resolved by them, issuing me the items that I ordered , as soon as possible and calling me and telling me what theyre gonna do differently to serve their customers going forward if not, I will take my business elsewhere and I will continue to write negative reviews until they make a change at the top. I am so sick of these people and people that dont want to work or treat others with respect.

  Business Response

  Date: 05/16/2024

  Thank you for your note, I apologize that it has taken me some time to respond.  I have reached out to the Mgr at the *** bookstore as well as the Regional Manager and Group Vice Preseident.  once of them will be reaching out to you by phone within the next 2 days.

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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 February 9th Follet charged me $91 for an all inclusive access online textbook through the *************************** Bookstore. The textbook was not required for my class, meaning that I was wrongfully billed, and I never had access to it. I was billed directly through my university bill. I contacted my university, the bookstore, and the customer ********************** help line. Neither the university or the bookstore could be of any use without the help of Follet. After getting in contact with the company they informed me that they would not be able to refund the purchase. They are insisting that I pay nearly $100 for a mistake they made.

  Business Response

  Date: 04/22/2024

  
  2339 Spring *********** STAT>1772>02 Statistical Methods INTRODUCTORY STATISTICS 10th Edition 01/07/2024 ******* *************** Fulfilled and Email Not Required ***** ****** - ******* WILFA - WILLO LABS ACCESS ************* 197926292913
  
  The INTRODUCTORY STATISTICS 10th Edition is actually an eBook being accessed via Willo.  The campus website course search shows this title is required, the below ISBN is the physical ISBN.  The associated course charge was $91 and the student did not opt-out or drop thus the charge was applied on the Follett end, which gets communicated to the campus end and the campus applies it to the student account. 
  

   

  The school does indicate that it is a REQUIRED Course Material.  Which at the time the student would have had to OPT in or OUT of using the product.  Neither was done and that is why it was charged.
  
  

  
  

• Initial Complaint

  Date:04/17/2024

  Type:Order 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.

  The admission office provided the false information. They told me that the application fee was $200 which I paid but they failed to clarify that $145 was the registration fee, and needed to be paid ONLY if I commit. They told me it was part of the application. Once the confusion was discovered they promised to refund it to me but they didn't and stopped communicating with me.

  Business Response

  Date: 04/17/2024

  The admission office would have to be the one to do this refund, not Follett.  We only operate the Bookstore, we have very little to do with the admission offices.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21587634
  
  I am rejecting this response because: the admission office is not responding
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former student of Las Positas College in *********, **********. When a student there, I made an online account for the campus bookstore for textbook/course material rentals. Alas, I graduated from there in 2020 and no longer want or need the bookstore account, alas there is no option on the site for me to delete/close the account myself, and my efforts thus far have proven unsuccessful. I first tried contacting Follett customer support, only to be informed that they cannot delete the account from their end. I then submitted a data deletion request per CCPA (California Consumer Privacy Act) on 09/24/2023 through OneTrust. On February 8th of this year at 8:06 AM, I received a OneTrust notification saying that my bookstore account (and associated data) had been deleted, until I tested this by attempting a password reset (which I received an email notification at 6:48 PM that same day, February 8th) and then I logged into the account using the same password that it had before I initiated the data deletion request, indicating that the account is still up and running and was not in fact deleted, contrary to what I was informed. The only data that ended up being deleted was my rental history for textbooks, which was the proof that I gave Follett for verifying that the account was mine. I then emailed Follett's privacy team respectfully requesting that they make things right and delete my account, alas they haven't answered me at all.Plain and simply, I want my Las Positas College bookstore account to be permanently deleted and erased so that my email address and personal information/data are no longer linked to it, and that it will cease to exist.

  Business Response

  Date: 04/04/2024

  so I am unable to find anything under the email address or phone number listed .  I first tried to find any rental account just in case, but if his rental details were deleted as he stated they were, then thats why nothing was pulling up for that.  I also searched this email address in accelerator to see if I could pull up his efollett.com account but nothing came up under that at all. I went into OMS all the way back to 2017 and under the store number to see if I could find an old order of his to pull additional information but I only found one order under this last name and it was for a ****** using an entirely different phone number, email and address.
  
  It may still be possible for him to have registered for an efollett account but he may never have actually placed any orders under it.  I am now reaching out to  our ecommerce team see if they can pull anything.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21506804
  
  Hello,

  Despite me having made an account (and forgetting about it until long after I graduated) I indeed never did make any purchases/rentals on the account per se. To the best of my memory, I rented the course books in the actual bookstore, and somehow linked the account with the rentals for a discount, which is why they showed up previously on the account, albeit no purchase history, and I stopped using and forgot the account after Spring Semester 2019. I hope this information will help.

  What baffles me is, somehow there is still a login for the account and my name, email address and phone number are still attached to it, all of which should not be possible if it was all deleted (I do appreciate what youre doing though to help resolve this issue)

  
  Respectfully,
  
  ***************************

  Business Response

  Date: 04/16/2024

  Please note:

  The eComm IT team was able to delete the account from *********************** via database script. Previously, the user was removed from RIM but not ***********************.   It is now removed from all FOLLETT accounts.

   

  Customer Answer

  Date: 04/17/2024

   
  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:03/07/2024

  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.

  Company sent me the wrong item. They are unwilling to pay me a refund unless I pay for shipping the item back. So I am being required to pay for shipping to get it here, and shipping to send it back for something they sent me incorrectly. If they do not want to pay for the shipping then they need to just give me a refund. If they want the item back then they need to provide me with a shipping label to get it back to them. Either way I need a refund.

  Business Response

  Date: 03/08/2024

  ******,

  Please keep the shirt, or donate it.  You do not have to return.  We are refunding the purchase, please give it 7-10 days to process.

  Customer Answer

  Date: 03/08/2024

   
  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,
  
  Austin Head

• Initial Complaint

  Date:02/27/2024

  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 am a college student at ***********************, and this company is used as our bookstore, because we do not have one on campus. Being said fall semester ***************************** which I had to return by December 15th, in which the shipping label link they provided did not work, I continued to reach out, and once I mentioned that I was not paying for an late fee due to there mistake, the link finally worked, I turned the textbook in on December 15th. Then on January 20th, they took $119.43 out of my debit card leading me to an overdraft fee. Which they did not warn me about this until they took it out of my account. I reached out on January 20th explaining what the issue was and someone reached out stating that on there end they could see that the textbook was returned to them, along with on the *** website it was signed for and returned on December 22nd. The person who reached out said it would be ***** hours before another team member would reach out so giving them that time and waiting, I decided to reach out on January 23rd stating that it has been longer then the time they said they needed, and was very concerned with the money they stole from a college student. Another this is I called and both times no one picked up, I also left my number so they could call back. I am writing this on January 26th and I still have not heard anything. I would just like my money back, since they have no reason to have taken it to me, since they told me that have the textbook. *** shipment order number: 1Z659A3V0335104553

  Business Response

  Date: 02/27/2024

  This customer was fully refunded on Feb 2nd, 2024.  Customer should check with her bank at this time.

  Customer Answer

  Date: 02/28/2024

   
  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:01/31/2024

  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 opted out from an online textbook on their website, but it seemed to have glitched and I was charged $56. I wrote in the receive a refund because I already have a copy of my own. I received an initial email response for more information, to which I politely responded to but was completely ghosted for a week after that. I sent in FOUR emails to wait for an update but I did not hear back from them once.

  Business Response

  Date: 02/07/2024

  Please note There is no refund for this student, as we have not invoiced campus/students for ** charges so she never was billed for the item.  
  
  Manager had responded to the customer directly on 2/6 when she sent information to the store through campus email. 

  Customer Answer

  Date: 02/07/2024

   
  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. However, I would like to add that they only responded on BBB once I reached out to my school to resolve this issue, to which I received a refund in less than a day. I, along with many other students, find this behavior from a business to be highly suspicious and fraudulent. Their customer ********************** is lacking, and their website is formatted in a way that makes it unnecessarily difficult for students to opt out of an online textbook. Even my professors found it difficult to assist us in navigating the site.
  
  Sincerely,
  *******************

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a digital textbook through this company which is an affiliate with my university *********************. Dropped the class and wanted to return book, and met all listed criteria to do so, however, there is ZERO way to initiate the return OR CONTACT customer ********************** on the site, you can click contact us and there is no way to contact them, just a useless bot and faq articles with very poor and limited information. This feels fraudulent.

  Business Response

  Date: 01/17/2024

  The customer was refunded the total of $44.99.