Complaints

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

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Follett Corporation has 45 locations, listed below.

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• 

  Follett Corporation

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

• 

  Follett Corporation

  9501 S King Dr Douglas Hall, Lib 120, Chicago, IL 60628-1501

• 

  Follett Corporation

  5563 S. Archer Ave. Chicago, IL 60638-3003

• 

  Follett Corporation

  1391 Corporate Dr. McHenry, IL 60050-7040

• 

  Keiser University

  6151 Lake Osprey Dr Ste 100 Lakewood Ranch, FL 34240-8442

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:06/09/2023

  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.

  Follett sent a collection to an outside company regarding books From ****** College. We never received any such request from Follett and believe there is no money due to them. ****** College filed bankruptcy and closed at the end of my sons freshman year in 2021 without a lot of notice. We did not receive any kind of bill in the mail or notice saying books were due back. My son turned everything in that he was supposed to to ****** College. We got a notice we owed $689.90, of which $290.00 is fees. This is not right and I feel they are just trying to get money from a bankrupt business.

• Initial Complaint

  Date:05/10/2023

  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 # ************* I placed an order at the ********************* bookstore, which is outsourced to Follett. In my order there were two items, a shirt and a sweatshirt. The sweatshirt was not available for pick up as it was back ordered but said it was available to ship soon so I elected shipping a couple weeks ago as that was the only option to revive both items. I was recently sent an email saying that my order for the sweatshirt has been canceled, the reason why I collected shipping is because that was the only option to get both items and I did not receive both items. I have since called the bookstore and they said that they do not deal with customer ********************** and returns which is false. Ive spoken to three supposedly managers at the bookstore and all of them say they cant help me and that I need to email in order to get in touch with follett management. The managers at the bookstore do not handle customer ********************** and billing issues. I have done emailed the 4th manager and have not been helped. There is a no number that they have been able to provide or that I was able to find online. The people at ********** bookstore who are in manager roles have been nothing but difficult to deal with and will not refund me for shipping or even a partial refund for shipping as one of the items was not shipped. I would like someone to contact me from Follett to resolve this issue.

  Business Response

  Date: 05/10/2023

  a refund of the shipping charges $7.99 has been refunded to you.

   

• Initial Complaint

  Date:03/23/2023

  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.

  mplaint Details I ordered two items from the ********************* Bookstore online (Order number- *************). Just found out run by Follett. When I ordered the items they said nothing about being back ordered or not available at the time of order. Got these items for a birthday present. Still waiting on my order with no updates. I would like to escalate this. Believe I need some sort of reimbursement. Havent received any info on my order. Emailed them twice and no response. The phone goes straight to voicemail for online orders and you cant leave a message. Believe this is deceptive and very upset. My daughter keeps asking about the dress I ordered. I would like some sort of refund and the items. Its been almost a month.

  Business Response

  Date: 03/27/2023

  .The customer has not been charged. The order is cancelled in SODA as we did not have the items available.

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19706018
  
  I am rejecting this response because:

  This is bad business practice. I was finally able to speak to someone to help cancel the order. They mentioned they didnt have the items but are still selling them on their site. Very deceptive. I am not going to close the complaint until I see my refund back on my credit card. Sad because I am a ******* grad and will not use their site again. They should do more to fix this issue. 

  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/28/2023

  Mr ********

  I have confirmed with the Store manager and the Manager of Customer **********************, and they both said that your card has not been charged for this order.  Here is my email address ***************************** if you would like to show me the credit card statement saying it was charged, you can cross out all your account numbers and just show the actual charge.  We will look further into it.  But our systems do not charge until the item has shipped.

  Please send me an email with a copy of your statement or screen print, the amount and the date it was charged (last 4 digits of your credit card as well)

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  My card is not charged, but still think they need better business practices. Shouldnt take multiple emails and a complaint for them to follow up with me. Also, shouldnt have items on your website if they dont have them and dont know when they are going to get them. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/20/2022

  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 sent a book back and they have it registered as never received. Eleven months after the book was retuned, I logged in to see a $180 balance and I text chatted with ***** customer **********************. I ONLY saw this charge because I logged in to order more books. I guess they never received the book and they never notified me. It was a streak of luck that I saw the charge online. I then started to chat with them and requested a call to understand what happened. The chat went into ***** an email chain started. I still have the chain and it was a charade of meaningless messaging. I requested a call but the call center was so loud and the english was so bad, it was impossible to communicate. I needed their help to find the books that were send to their ******* warehouse. I shipped it using their packing label and a copy of my order that remains online and identifies the order. During my call with a woman from *****, I told her that *** doesn't have record of the shipment because it had been so long and that I had my recpt somewhere. At that time, I asked if I paid the fee but later came back with the shipment recpt, could I have something in writing stating that I could be refunded and she had to escalate that. I do not believe that ever happened, as I kept getting emails that 'Case was pending" or "Case was closed." I tried to call the ******* warehouse and ******** customer **********************, but there was literally no way to find a person. I did leave a voicemail with a warehouse manager in ******* that was never returned. Last week, I got a call from a collection agency. It is unreasonable that company cannot provide customer support in the language in which the purchase was made. I can't help but wonder if either the books were mishandled or if this is commonplace as customers are charged for returned books that "don't arrive." I also plan to call the FTC's ****** of ******** Protection. I have phone records and emails that support my the above.

  Business Response

  Date: 11/28/2022

  We have removed from Collections and our Knowledge & Customer ********************** Manager has reached out via email.  

• Initial Complaint

  Date:10/13/2022

  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.

  Folletts Bookstore Corporate HQ This company seems to make it impossible to contact anyone. The message I get when I call says No one is available to take your call. Really?? A major corporation actually has this on their voice system?All of my emails contacts seem to have intentionally not included a phone number contact on their email signature

  Business Response

  Date: 10/14/2022

  my direct email is *****************************.  I will be more than happy to help you with any issues you might be having.

• Initial Complaint

  Date:08/31/2022

  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.

  My son tried renting PDF documents (Books) through the Follett BryteWave site. Order them three weeks ago to find out they issued the PDFs under an account that does not exist. They fat fingered his email to an email that does not exist. After working with support for about an hour, we realized the issue. They said it would be fixed in two business days. Its been three now and called support again looking for an escalation. My son is three weeks into classes and needs this book to do homework. They informed me the only path for escalation was from their email to some other team there. That had already been done. I asked for any contact information or phone numbers, they said there was none. They only can escalate through email. They have no other way or information to get it done. Thus I am trying the Follett Corporation to try to get someone to help. For now I am filing a complaint that I paid for books, that I did not receive. Also these were rentals, so I have already lost three weeks of time.

  Business Response

  Date: 09/06/2022

  Per Redshelf, this has been taking care of between the Customer and Client

• Initial Complaint

  Date:08/24/2022

  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 ordered text books for school totaling $208. The company charged me $15 for shipping. When they shipped the package they did not insure it so when the post office delivered it to the wrong address I was unable to get the package back or file a claim. I sent proof to the store that the package when to a totally different address but they say they cant help me , the post office said they cant help me. So now I am out $200. I even tried to get a refund from affirm with no luck

  Business Response

  Date: 08/30/2022

  I am working with the warehouse who shipped this item and will follow up shortly

• Initial Complaint

  Date:08/23/2022

  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 online order for Adobe Acrobat Pro 2020 Windows software through my university's website (powered through Follett) on 8/20/22 for $174.95 (order *************). The instructions mention that a separate email is sent with download information (never received). The order status still shows as 'in process' and when I called customer support *************) on 8/22/22 I was advised that the wrong zip code was used (the correct zip code was listed in the order) and to place a fresh order. On 8/22/22, I placed a second order for the same software (order *************) and the status still shows as 'in process.' I again contacted customer ********************** support on 8/23/22 and was advised I would get an update/resolution within two business hours (nothing has happened thus far). I have requested several times that both orders be canceled since they were never processed anyway (this has not happened either). I want to ensure my card is not charged in the future, as I have already been patiently waiting for three days. I will be taking my business elsewhere.

  Business Response

  Date: 08/24/2022

  When I check the credit/auth log in SODA, I see no authorizations or charges for her at all.  When an order comes through to a DSV, it isnt charged until they accept the order and push the processing files to us.  That never happened, so there are no charges.

  We have been having issues with ThinkEdu, they have been unable to send us requested materials.  We are working with them to correct this issues.

  You have not been charged, so no refund would be needed.

  Customer Answer

  Date: 08/29/2022

   
  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:08/16/2022

  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.

  In late June I signed up for a class through my Bellevue college portal. There was The original class was canceled so I had to sign up for another class. Now this class added a charge for digital material. I did not pay for the digital material or at least I thought I did not pay for the digital material. A couple days later I received an email from a company Ive never heard of I called bright book or bright wyre or something and at the top it said that this did not come from Bellevue College. So I did not open it and I forwarded it to an employee at Bellevue College to see if this was spam unfortunately that person did not get back to me. I still had a charge on my account for digital material which I did not pay because I did not want the digital material thinking that would solve the issue. come to find out I have to pay that amount and this company is not gonna refund me my money because I didnt opt out. Why would I opt out of something that I didnt think I needed to purchase in the first place.? Does ******* force you to buy $100 bottle of whiskey when you shop there and say well if you dont want it come back and get your money in five days? The more I think about this the more I feel like this is a scam as they force you to purchase some thing you do not want. This bookstore is now owned by a Follett corporation which is why I am filing this complaint.

  Business Response

  Date: 08/18/2022

  Our Store Manager has spoken with the customer via email, more than once, and kindly explained how her ACCESS materials worked and that the charge was part of her registration fees which showed up on her school account. I am working with the College to resolve the situation. They told me today he is meeting with *********************** to discuss and make a decision on this student's request for a refund.
  
  He stated that someone from the school will follow up with the student to explain their decision. 

   

  This is a School issue and not a Follett issue

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17727001
  
  I am rejecting this response because: I was given the name of whom to contact at the school along with their email address. I sent an email to this person on Aug 22nd at 10:30 am and I have had no response. Until I hear back from the school, I cannot accept this response. 
  
  Sincerely,
  
  ***************************** ****

  Business Response

  Date: 09/19/2022

   

  I understand this students frustration, but this is not a Bookstore issue, this has to do with the School and what they are willing to do for this student.  We have also reached out to the contact and are also waiting for a reply

  
  

  Customer Answer

  Date: 09/26/2022

   
  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:07/27/2022

  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.

  Since October 13, 2021, there has been numerous inquiries made with staff of ************* Computer Store to determine repair status of Repair Ticket #****. Nine (9) months have lapsed since October 13, 2021, and this represents a complete failure to promptly and timely repair and return the subject computer in accordance with the terns of the warranty. While a "loaner computer'' was available for use during the repair time period it was only accepted as a temporary measure with the promise that the repair would be completed in a reasonable repair time period. The "loaner computer'' is not comparable to the subject computer and having to use the inferior machine for an extended time frame caused further inconvenience and hardship under the circumstances. Furthermore, many hours of personal time and effort were spent to address this matter.With this notice we hereby demand the immediate refund of purchase in the amount of $1,698.50, which represents one-half of the original purchase price of the subject computer ($1, ******) and the full original purchase price of the associated warranty ($499.00).

  Business Response

  Date: 07/28/2022

  Followed up with the Store Manager and here is her reply:

  I received the customer complaint letter and discussed the situation with ***********************. We both agreed that the right thing to do in this situation is to process the refund for the customer's computer at the amount requested in the letter. I have left ******************** several voice mails in an attempt to process the refund via debit / credit card to him. I did not have his email address before receiving this email. 
  
  I will send ******************** an email very shortly to inform him of our desire to resolve this situation via refund as quickly as possible. 
  

   

  We now have his email and will send him a message to let him know our desire to resolve this situation.

  Customer Answer

  Date: 07/29/2022

   
  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 provided that I received the full refund amount and that I have up to 30 days to return the loaner computer all of which has been relayed to the business and so I'll look forward to this matter being fully resolved in that time frame.
  
  Sincerely,
  
  ******************************* Iii