Complaints

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

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  eCampus.com

  2373 Palumbo Dr Lexington, KY 40509-1047

  
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  eCampus.com

  2415 Palumbo Dr Lexington, KY 40509-1116

  

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:06/15/2023

  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 have been using ECAMpus for over a year now and just got got. I rented a textbook that took forever to get to my home to start with along with 3 other books. I ended up purchasing one of the books because I really liked it. The others were returned. My ASL book came in pretty bad shape. It had a scratched Disc in the back, no pin to log into the website, it was marked up in ink pen and highlighter. I didn't think much of it because it was a rental. I noted that it was odd. But I also had 5 classes to manage during the semester. Fast forward to today when they have received the same book back in the same condition they sent it to me in, and I am being charged for the damages the book already had. As a loyal customer to Ecampus I am disappointed that I was charged for damages, that I didn't cause. And even more frustrated that in order to get the "book I paid for" I have to send them another $12.99 for them to send it back to me. I am very disheartened and no longer trust the book rental process. If there wasn't a picture of the textbook sent to me prior to me receiving the book, why would I think to take a picture? I guess I should have treated this textbook like a rental car, and call about every mark, ripped page, dirty marks and smell. I want my $107.94 back.

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus,

  We have reviewed your account and the item in question. At this time, we have decided to refund the rental purchase charge in full. Please allow 3-5 business days for the refund to process and post back to the original payment method. If you have any other questions or concerns regarding this matter, please visit our help desk at *************************************** We value you as a customer and appreciate your business.

  Thank you,

  ****

  Customer Answer

  Date: 06/30/2023

   
  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,
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/04/2023

  Type:Billing 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 several books around (4) from ECampus and two (2) rentals at the beginning of my 2023 Spring Semester. Most of the books came in late for my classes; I had to ask people to make a copy of the assigned texts because eCampus didn't send my books on time. On May 2023 after the semester ended, I printed the label and shipped one of the rentals back to their warehouse in Kentucky BEFORE the deadline of 5/23. The carrier UPS didn't provide tracking updates after a week later; the package was delivered on 6/1, which caused me to get charged $21.33. They promised me a 75% refund even when I returned it on time but still haven't received that money back. They also attempted to charge me almost $150 on a different card for the second book I've already communicated to keep and purchase for $84.87, which was the amount on their website but know they are charging $92.74 which is absurd. Why did they charge me $150 when it says $84.87 on their website? This is a total fraud for any college student or customer. Other companies would have done more for a customer at this point. The type of shipping method provided by eCampus was not the best, they should've received the rental on time, but their carrier UPS didn't provide tracking information until Monday, 5/29. For all of the reasons before and the unauthorized unreasonable charges made to the cards they kept on file, I want a resolution to this. My previous conversation with eCampus is attached. I want my refund for the book I returned and for them to process my payment of $84.85 for the other book. Attached proof of my statement above.

  

  Business Response

  Date: 06/14/2023

  Thank you for contacting eCampus!

  We have reviewed your account; the rental purchase charge was refunded in the amount of $16 plus as additional $15 of in-store credit was added to your account. As for Cross-Cultural Psychology, if you wish to purchase this item, please do so within your MyAccount. Select manage my rental, purchase or extend, there you will be able to select purchase and enter your payment. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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 university used this company and I didn't have another choice. I ordered nine textbooks a on January 06, 2023. I returned all the textbooks that were rented on this order by the due date. All the books were in the same box, the same box they sent the books to me in the same condition, by the return date. One book did not process, I kept emailing them and they assured me it was still processing. Two days prior to my return deadline I was charged $133.33 for this one book that was never processed as returned without explanation. The USED, OLD book I rented was only $66.67. My credit card company declined the charge. ECampus states the book was damaged, but I returned to book in the SAME condition it was sent to me. . It was an OLD, used textbook to begin with that I was renting. Ecampus states I am responsible for the book and want to charge me $133.33 for a used, old textbook that was torn when it arrived at my home.

  

  Business Response

  Date: 06/11/2023

  Thank you for contacting customer support,

  \We have reviewed our order and the damaged item. We have decided to side with the customer on this item: therefore, will not attempt to charge the customer's account at this time. We apologize for any inconvenience this has caused. If any further assistance is needed, please visit your schools eCampus help desk. 

  Thank you,

  eCampus

• Initial Complaint

  Date:05/16/2023

  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.

  Transaction took place on April 30th. The website is misleading, does not give details about what is being bought, does not state the specific website needed for the access code or anything wither They wrap things so that you are forced to open the package to see what you bought and then I realized I could not access the book through the code given. Since I opened the pack and removed the plastic wrap in order to see how to access the book, I cannot return it. I spent $207. 15 on two text books, one was canceled without notification and I still have not received the refund for that book. I spent $82.08 for the digital textbook access code that was not accurately described on the website. I would just like a full refund.

  

  Business Response

  Date: 05/30/2023

  Thank you for contacting the customer support team. We have reviewed your order(s). Our records indicate that a refund for ISBN ************* was issued on 05/03/23. Please check your statements for the card ending in **** between 05/03/23-05/12/23 for the refund. We apologize for the confusion, regarding ISBN ************* this item was advertised as an access card at the time of purchase. Once the access card has been revealed, the item is no longer eligible for a refund or resale. Please reference our return policy at ****************************************** for more information. We value you as a customer and apologize for any inconvenience this has caused.

  Thank you,

  BiggerBooks

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 initiated a buyback transaction on 03/17/2023, and shipped the books they were buying the same day. This was under order# *******. They received them the following week and have still yet to issue payment. I really wouldn’t be that upset if they offered any sort or personal customer service. You can only send an email, and they reply with generic responses each time. You cannot speak to a live person, the website doesn’t reflect real time status. Currently on day 46, and not holding my breath.

  

  Business Response

  Date: 05/09/2023

  Good afternoon *********

  Thank you for contacting customer support. We have reviewed your buyback order #******** Payment was issued on 05/04/23 to the PayPal account on file. If you need any further assistance regarding this matter, please let us know.

   

  Thank you,

  eCampus

• Initial Complaint

  Date:03/06/2023

  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.

  Knetbook (ecampus.com) submitted an unauthorized charged via checking account $144 on 12/27/22 for a book rental. The book was returned and confirmation was received by ***. I escalated to customer service which responded that it takes 3-5 business days to reflect back to original payment method on 1/11/23. As of today, the payment has not been refunded. Please see attached email correspondence.

  

  Business Response

  Date: 03/13/2023

  Thank you for contacting customer service,

   Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. We have reviewed your account and have issued a 75% refund, in the amount of $108.00 today 03/13/23. Please allow 3-5 business days for the refund to process and post back to the original payment method. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 03/13/2023

  
  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:02/08/2023

  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 ordered a book from ecampus.com on January 25, 2023 at 3:22 pm for the price of $56.18. This book has never arrived. I have contacted the company twice to get a refund and they continue to tell me that I have to return the book to get a refund when there is no book to return. On March 26, if I still haven't received the book, they will charge me for the purchase of a book I never received, since it is a rental.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting customer service,

  We have reviewed this account as well as the UPS tracking. According to UPS tracking ******************, the order was delivered on 02/09/23. I have attached snips of the confirmed shipping address and delivery.

  Thank you,

  eCampus

• Initial Complaint

  Date:02/07/2023

  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.

  My order number is *******. I ordered a book ***** ************** purchased on 1/25/23. Cost was $168.82. It has not arrived. They do not have a working customer service phone number. Instead they ask that you email them to ask about tracking. I emailed them twice, and today, 2/7/23, I had an online chat with an agent. He told me it was being shipped from the manufacturer. The agent said he would send an email request to find out the tracking, and hoped to hear back in 24-48 hours. I asked to speak with a supervisor, and was told one would call me. I said I'd look forward to hearing from the supervisor within one hour, but 2 hours have passed, and I have not received a call. Communication with them seems to be a black hole.

  

  Business Response

  Date: 02/24/2023

  Thank you for contacting customer service,

  We apologize for the delay in responding to your complaint. We have investigated your order; this item was delayed with the publisher. At this time, we have cancelled the order and issued a full refund back to the original payment method, in the amount of $168.82. If you need any further assistance, please visit our help desk at https://www.***********.com/help/help-desk. We value you as a customer and apologize for the inconvenience this may have caused you.

  Thank you,

  ***********

  Customer Answer

  Date: 03/02/2023

  
  Better Business Bureau:

  QUESTION: eCampus sent me a refund.  However, the textbook arrived a couple days earlier.  We want to keep the textbook.  What do you want us to do about the refund?

  
  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:02/07/2023

  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.

  we ordered the Bundle: Nutrition Now, Enhanced Edition, Loose-leaf Version 8th + MindTapV2.0, 1 term Printed Access Card for $194. My son went to class the first day and found out that material was not the correct course material according to his professor. The ecampus did not get the correct course material added to the website. We returned the material to them but they are refusing a refund because the access code was scratched off, well of course it was he did not know at the time it was not the correct material. The professor even tried to call customer service and explain the situation and we have gotten nowhere with them. Their customer service rep even admitted on a online chat it was their error not getting the correct course material on the website. We are out $194 dollars for an error that was theirs all due to the fact the access code is revealed but not used.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting customer service,

  We have reviewed your account; a refund was issued back to the original payment method on 01/31/23, in the amount of $211.98. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19329029, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/01/2023

  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.

  On January 4th 2023 we used eCampus to rent a book for my daughter’s college class. We paid 206.34 total. The book was set to arrive in 4-7 business days. When the book didn’t arrive after 7 business days we contacted them through their website since they do not offer any other way to contact them. They responded via email and said the book had been delayed. A week later we received a box that was empty! It contained a white sheet of paper with our order details but nothing else. I have photos. I contacted eCampus again and customer service eventually e-mailed me back that they would send a new book and it would be 24-48 hours to get the new book from the warehouse and then they’d send it via UPS 2 day. That was 7 days ago. My daughter’s professor is losing patience and her grades are in jeopardy. I’ve emailed and messaged and it takes over a day to receive any response. I want the book or my money back so I can try and find the book. Our order number is #*******.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting customer service,

  We have reviewed order *******. This order was refunded back to the original payment method on 02/07/23. Please check your card statement for the refund. We apologize for the inconvenience this may have caused.

  Thank you,

  eCampus