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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:12/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12/14/2023 I purchased a book from my university bookstore. I was given an access code to log into Follett's Brytewave website. On this website I was supposed to be given a publishers access code to log into a website for a class. I received a message stating that they were having issues retrieving the code. I tried several times over the next few days. On 12/18/2023 I contacted customer **********************. I was told that a ticket had been issued and that I should have a response within 48 hours. He customer ********************** rep could see that I had purchased the access code. After 48 hours I sent several emails requesting an update. I was told to be patient. This class started on 12/18/2023. It is now 12/26/2023. Customer ********************** is telling me that they do not have the authority to refund my money or give me an access code. My money was pulled from my account and I have no book for a class that began a week ago.
Business Response
Date: 01/02/2024
Refund has been issued.
Initial Complaint
Date:12/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/26/2023, I placed an online order (*************) with Follett, in the amount of $147.73. I placed my order well before classes began, based on the indicated materials needed for the course, listed in Follett after pressing the link in the "view my classes" section of www.my.********. After the course began, I realized the materials I purchased were not required for the course. This is an issue almost every semester in my current program. Course syllabuses are rarely available before classes begin, and often in this program, the materials listed within the syllabuses differ from what was indicated in "view my classes. The other problem is that often, the **** numbers that Follett has on file for **** courses are incorrect. That's an issue that needs to be addressed and corrected by **** and Follett.On 6/13/2023, I requested a refund via email to Follett manager, ***************************, at ******************************* I never accessed the online rental, and I never picked up the paperbacks. I received a response from Trinity **** at ******************************* stating that the refund process would take "upwards of 60 days" because it was paid for via financial aid. Unfortunately, I am unable to locate her email.After more than 60 days had passed, on 8/17/2023, I called Trinity **** @ ************** and inquired about my refund. ************ said that it had not yet been processed and that it could take several more weeks. I was not satisfied with her answer and was advised to call ***************************, the Follett manager @ **************. While ************** was very nice, as was Trinity, she could not help me either. I contacted the financial aid department and was told by someone that one student waited five months for a refund from Follett. Now it's been almost six months since I placed my order, and I still haven't received my refund or any other communications from anyone. I would like my refund processed ASAP, and I will not use Follett again. Thank you,*********************************
Business Response
Date: 12/04/2023
We sent **** a refund check in September and ******** was part of that refund.
******** was on the summer check we sent. Check ******* in the amount of $5,513. I sent an email to the school confirming the check number on 9/8 so they should have received it shortly after that.
We have requested to the school to refund the money onto ********'s account in September, at this point we are reaching out to the *************** at the school to confirm this refund is in the process or has happened since Follett has paid the school the money back to FA.

Customer Answer
Date: 12/04/2023

Better Business Bureau:

I have reviewed the response made by Follett in reference to complaint ID ******** and find that this resolution is satisfactory to me. In reviewing my student financial records, I did indeed find a payment in September that references Follett:
***** Charges Paid on 09/19/2023 by Follett Book Return - Baccalaureate Base Tuition - Scripting for Network *************** **** - $255.50 *****
However, that doesn't match the amount of $147.73, nor does it match the semester in which I purchased the materials or even this semester. This indicates this is for next year, Spring ****. Although, that doesn't make much sense either. Still, since Follett has said the payment was made in September and this payment was made in September, I will accept their response.
Since I was given no timeline in which to expect my refund, if someone from Follett would have simply sent me a courtesy email alerting me that I had been refunded, this entire complaint could have been avoided.
Thank you for your assistance in this matter.
Sincerely,

*********************************
Initial Complaint
Date:11/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was issued a refund for an order I placed but they failed to return the money. They assured me a refund receipt and did not follow through. They have now stopped responding to emails.
Business Response
Date: 11/27/2023
A refund had been processed, it does take **** business days
Customer Answer
Date: 11/28/2023

Complaint: 20863266

I am rejecting this response because I already have the receipt.
I do not have the money.
They Have sent the receipt to me many times without sending the money.
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.
He used a gift card and apple pay.
So, part of the money got refunded to a gift card, part to Apple Pay.
Initial Complaint
Date:10/24/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed any order at this bookstore and both a iPad and 2 pairs of iPods but when I received my package I notice the box open so I immediately look in the box and my iPods was not in there and it stated on the package slip that the package weight 5Ibs thats when I knew someone had stolen my iPods so now this bookstore want give me back my money or my iPods
Business Response
Date: 11/08/2023
I need to know the name of the bookstore and or the order number, to process.
Initial Complaint
Date:10/10/2023
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 4 Items from the ********* bookstore through ************************************. I return Two of the items one totaling $112.99 and $63.00. For the Order total $159.19, I return an item worth $63.00 in that order. I emailed the bookstore to inquire about my refund no update. I am owed a refund of 175.99(note this was paid through Paypal so Paypal will do the real refund amount for me). The item was delivered and signed by someone at the ********* bookstore. I am also providing screenshots to show that I bought the items. Also, I am providing a screenshot of the email I sent to them.
Business Response
Date: 10/18/2023
THe regional Manager will be looing into and calling you with what the next steps are.
Customer Answer
Date: 10/18/2023

Better Business Bureau:

I have received my refund and a day ago and no longer need assistances. I went to ********* and really do love the ********* Bookstore. It was unfortunate that no one was willing to get back to me when i was emailing and calling them. Thank you for the help and also thank you to Follett if you did help during this process.
Sincerely,

*********************************
Initial Complaint
Date:09/26/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order number *************. ** I received on 9/13/2023 by ASIS Logistics. I signed for the ** and attempted to set it up that evening. When taking out the box I noticed a bubble in the protective film on the screen. At this point I didn't even get to the get the tv out the box fully and just took off some of the packing paper. When expecting I found a crack on the top of the tv that caused a bubble in the protective film. There was no damage on the box or any missing padding so I was concerned on how the crack got there. I pulled the tv out the box fully and saw the crack ran all the way to the bottom of the screen. I plugged in the tv to see how bad the crack was and thats when I saw the damage at the bottom.I have reached out to the school bookstore, the online store itself and seems like no one is willing to help. I was just told to send file a claim which was sending a email that I have not gotten a response from. I would like guidance what to do with the damage tv and when can I expect to get a replacement.
Business Response
Date: 10/05/2023
We have been in contact with the Vendor (who was the Drop ship Vendor) and the customer and we will be replacing the **
Customer Answer
Date: 10/06/2023

Complaint: 20659106

I am rejecting this response because:
Although multiple people have reached out to me about this I have yet to get a clear answer on if Im getting a replacement or a refund. I still have this broken tv in my house with no guidance. I was told by the vendor that they are waiting on ******** not sure what they have to do with anything, to approve the return so then I can get a refund. But that I needed to send them a picture of the serial number. Then im told my ********************** that Im should be getting a replacement. Why cant we just put in a new order for the tv and that will clear up one part of the issue and we can worry about return once the new one gets here. I just want the product that I ordered with no issues.

Sincerely,

***********************
Business Response
Date: 10/17/2023
We are not waiting on ******** we are going to order the ****** , and then work on the return and exchange. Our Regional Manager **** should have reached out to you and let you know this is our next steps.
Customer Answer
Date: 10/18/2023

Complaint: 20659106

I am rejecting this response because:

When I sent this response in on October 3rd I was not notified that a new tv order was placed. **** did not notify me that a new order was placed until October 11th. I am currently waiting for the tv to be shipped to the store so it can be shipped to me.

Sincerely,

***********************
Initial Complaint
Date:08/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ***/*****:Hope you are doing well.I placed an online pickup order from ********************** bookstore last year but due to being out of town, we were unable to pick it up within the 21 days time frame. Order Number: **************. I paid online in advance.According to the policy listed on the store website, it says "Policy on Orders Not Picked Up:We will send you an email once your order is ready for pickup. Please ensure to pick up your order within 21 days from receiving this email. Items not picked up after 21 days will be considered abandoned, re-shelved for sale, and you may request a refund. If your refund request is within the first 21 days of class start, the refund will be made to the original form of tender. After this period, a gift card can be issued for the refund. "I went to the bookstore on August 16 (outside of the 21 days window), and the customer ********************** rep said I could not get a refund in gift card form (as listed in the policy) even after I showed her this policy from the website on my phone. Further, she said that in this case, the university bookstore will keep both my money and item (which is unavailable and has been re-sold now), which is unheard of in any other stores with online pickup services. Throughout the conversation she remained rude and even shouted at me "your request is denied!" while I was trying to show what their listed policy is. It is completely unacceptable.I am requesting a refund in the gift card form as the bookstore stated/promised on their website.
Business Response
Date: 08/18/2023
Hello ****
After speaking with the *** of that area, he is advising the Store Manager to do a refund in the form of a Follett Gift card. It can be used at any of our locations, as well as online. A Regional manager will be reaching out to you shortly. I am so sorry you had an issue with our Customer ********************** rep, I will be send this complaint to the supervisor for training purposes.
Customer Answer
Date: 08/25/2023

Complaint: 20481402

I am rejecting this response because: although the suggested response is fine, I have not heard from any store manager regarding the gift card refund, so I am rejecting this response for now.

Sincerely,

*******************
Business Response
Date: 08/29/2023
I am sorry that it took so long for the Regional Manager to reach out to you, He did say he reached out today.
Customer Answer
Date: 09/05/2023

Complaint: 20481402

I am rejecting this response because: This system asks me to respond within 7 days. Although I have been contacted by the regional manager, I have not received the refund.

Sincerely,

****
Business Response
Date: 09/06/2023
The refund has been processed, it does take sometimes **** business days
Initial Complaint
Date:08/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I PURCHASED MY HP LAPTOP ONLINE FROM MY SCHOOLS WEBSITE FROM FOLLET FOR SCHOOL. IT IS PAID FOR. I RECEIVED IT TODAY-8/16/2023, I PLUGGED IT IN AND IT DOES NOT WORK, I CALLED FOLLET, THEY WOULD NOT HELP ME OR REPLACE MY LAPTOP
Business Response
Date: 08/21/2023
Regional Manager has reached out tot he customer and is willing to do a trade.
Initial Complaint
Date:07/15/2023
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 placed an order for a digital access code for my economics course and made another order for school supplies using financial aid. Some of the school supplies were cancelled or unavailable which was fine. I never received the access code for my text book after many days had passed, and access codes are digitally sent within hours most times. I attempted to call the book store at the **************** location MANY times and could not get any one to answer the phone. I contacted corporate and found out that they were basically useless and had to wait for them to contact the book store. After much back and forth and having to buy my access code out of pocket, which I could not afford to do, I was told there had been some sort of system error and my financial aid account would not be charged for the items I did not receive, including the access code. This proved to be false. My financial aid account had $141.88 of charges taken out. I placed only two orders. One was the access code that I never received, and the other order contained notebooks, pens, and ink cartridges. That order was $58.51. How is it that my financial aid account was charged an extra almost $100 when I only received $58 worth of products? I was eventually called and told by the associate at the book store that the order was cancelled, but at that point it had already been charged to my financial aid. I have attached screen shots of my financial aid account, and both of the orders I placed. Corporate has attempted to close my inquiry multiple times while still owing me money. I request to immediately be refunded for the other $83.37 that I am owed. It has been over a month at this point. I should not have to **** down someone to handle a dispute, and it is an absolute joke that corporate can not only NOT do anything about these issues, but that they work as a middle man for the physical stores that refuse to answer the phones. I NEED MY MONEY.
Business Response
Date: 07/19/2023
After talking to the Regional Manager they looked into this customers order and the order that she is referring to was indeed cancelled but she placed another order earlier in the month for the same product that was fulfilled through store 424. They showed me the tracking for the ink cartridge that shows as delivered on May 18th. alsoa packing slip for etext that was fulfilled and emailed with access information, attached packing slip includes etext access information as well.

As far as the phones, most of the days there is a one person in the store, so whenever the store is open and she has no customer in front of her, the phones are being answered immediately. I know after the phone upgrade,weve had some issues with phones not working which was communicated to the campus. We will work try harder to answer the phone in a timely manner.

A refund will be done for this cancelled order
Customer Answer
Date: 07/20/2023

Complaint: 20327683

I am rejecting this response because:
This information is completely incorrect. How could the tracking be fulfilled on May 18th if the order was not placed until May 30th??? I attached screenshots of the two orders that I am talking about and they show the orders were both placed on May 30th. This shows that you did not even look at the screenshots that I have attached to my complaint. I am completely willing to take legal action over $83 just for pure principle and the audacity of a company full of liars trying to gas light me instead of admitting fault. When will I be receiving my refund? This has gone on FAR TOO LONG.

*****************************
Business Response
Date: 07/21/2023
****** the Regional manager has left you a voice mail as well as an email explaining that the refund will be made.
Customer Answer
Date: 07/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:07/13/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My organization, ************************* College Upward Bound, ordered textbooks from D&E Bookstore online which is managed by Follett Higher Education Group on June 8,2023. We ordered Give Me Liberty!: American History (Brief)(w/InQuizitive)(Vol 2) (V2) with a quantity of four (4). We received a packaged on June 12, 2023. However, there was only one (1) copy of the book in the package. We did not receive any further packages so contacted customer ********************** on June 20, 2023. Our classes had begun, so we re-ordered books from another company and requested a refund on July 5, 2023. We continue to receive communications, but there has been no resolution.
Business Response
Date: 07/14/2023
*************************** orders are generally received and fulfilled by our distribution center in ***************, ********. However, the Give Me Liberty books were filled by another of our Follett-managed stores that had additional inventory. We have reached out to that fulfilling store to determine why you only received 1 copy when 4 were requested. As you have mentioned you have already sourced the missing books from elsewhere, we are working with the ******************* Manager on refunding your account. We will provide an update to you once this process is complete.
Customer Answer
Date: 07/21/2023

Complaint: 20317843

I am rejecting this response because:
Though the manager that reached out to me has proposed a reasonable solution, I prefer not to respond with acceptance until the transaction is complete and we come to a full resolution. We ended up receiving the books in question this past Monday, and now we are having to return them before receiving the refund.

Sincerely,

***************************
Business Response
Date: 08/01/2023
Hoping that the return and refund have met your standards at this point.
if future issues, you can email me direct at *****************************

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Follett Corporation is NOT a BBB Accredited Business.