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:01/25/2023

  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.

  I ordered a book from this company that never arrived. When I asked where the order was, they said they were sending a replacement order, but that order also never arrived. Their customer service number goes dead, and the online chat is very unhelpful. Every time you ask what's going on, they take 1-2 days to even answer your question, so there's no way to ask what's going on in real time or to have a coherent conversation with a customer service representative. eCampus seems to be a scam company that simply takes people's money and then doesn't give them the product that they paid for.

  

  Business Response

  Date: 02/06/2023

  Thank you for contacting customer service,

  We have reviewed your order; the replacement order was returned by the carrier. A full refund has been issued back to the original payment method. Please allow 3-5 business days for the refund to process and post. We apologize for any inconvenience this may have caused. Please let us know if you need any further assistance.

  Thank you,

  eCampus

• Initial Complaint

  Date:01/25/2023

  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.

  On 1/1/2023, I placed an order for a book for a total of $44.77. Paid via PayPal. Order #******* for the book: Textiles W Werkstatte 1910-32 PA ISBN 9780500285183. The PayPal receipt was to A Book Company LLC which is part of eCampus.com which sent the order confirmation. On 1/6/2023 I received an email from eCampus stating there was a delay in my order "Due to a change in availability from our supplier." Since then, I sent an inquiry through their website saying that this was taking far too long and I wanted a refund. No response. Today, I cannot access the eCampus website at all. I would like my money returned as this was a very expensive book for me.

  

  Business Response

  Date: 02/06/2023

  Good afternoon Esther,

  We apologize for any inconvenience or confusion regarding your order. This order was refunded in full on 01/26/23. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:01/04/2023

  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 received a text on Dec 27th saying thank you for your purchase. I never purchased anything from Ecampus on that day. I checked my account with the company as well as my bank account and there was a charge for 267. The account with the company said that I did a rental purchase. I called the company where they told me 1 out of 3 of my returned rentals was wet when it got to the warehouse. I sent all three together in perfect condition (I have a witness who saw me package them in perfect condition) and somehow just one of them got wet? I told her this as well as that the book was damaged when I received it since it had been excessively written in. The consultant put in an inquiry and told me that I would be emailed in 24-48 hours. 72 hours later and I had to call because there was no email response. I then called again and the male agent said the inquiry came back and that there was nothing they could do because I didn't report the written damage (there is nothing in our rental agreement that states I have to report it at a specific time). I reported it when I called. The agent asked me if I wanted to talk to the higher up representatives, since he has no ability to help me with a refund. Now I am waiting for 24-48 hours, which have already been up with no phone call back to me. Our rental agreement states that the renter is liable for the damage as long as it is in their possession. The damage did not occur in my possession therefore, I am not liable for the damages and should not be charged the damage fee. I would like to have a refund. Due to this, I believe they are violating our rental agreement. The company seems to want me to give up instead of them doing the right thing. I would also like Ecampus to update their rental damage fee process and let the customers know that the book has been received damaged and that the fee will be coming out of their account. Because if I did not have the 266.99 in my account it would have caused my bank account to be overdrawn.

  

  Business Response

  Date: 03/07/2023

  Thank you for contacting customer support,

  We have reviewed this account, the customer sent in a damaged item, there, they were charge for the damages. The student and the customer support manager did come to agreement that the customer would receive a 75% refund for the charge. If you customer needs any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 03/08/2023

  
  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:12/27/2022

  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 rented book at the beginning of this semester in August 2022. I paid the rental books and received the books. The semester ended November 20, 2022. Since that time, I have tried to return the books. I went online many times to retrieve a return label as both their text and email suggested. It would not allow me to print a label. I tried at least once a day for several weeks. The phone number given on their text 859-667-1483 states that the number has been disabled and email number ************ states that no support persons are available and hangs up. The charged my bank account without permission for $438.20. They finally send me a return label and want to charge me a 25% restocking fee when it was their fault that the books can't be returned in time. This is a scam!!! I want the total amount returned.

  

  Business Response

  Date: 03/08/2023

  This customer file a chargeback with their credit card company. As of today, the bank has not made a final decision. Customer has been refunded 75% of the original charge in question.  We cannot consider any further action on the remaining amount until the chargeback process has been completed.

  Thanks,

  ***** *************

• Initial Complaint

  Date:12/20/2022

  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 sold a book back to e.campus months ago and they said the refund was sent to an account number with digits ******* which you can see the digits are a scam. Close numbers. I have never own an account with this number and I have never received my money back and they have my book now. I sent them a message and they keep telling me to contact them in a different day and It has been months and no refunds yet. Scam.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We have reviewed your account, as well as reached out to our accounting team. Per the accounting team the payment that was sent on 12/21/22. has been returned. A check request has been submitted to the accounting department on your behalf. The accounting team will be mailing a paper check to the address on file. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you,

  eCampus

• Initial Complaint

  Date:12/20/2022

  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.

  Order # ******* ecampus books rental Order Date Payment Method Total Price 8/3/2022 10:50:30 AM MasterCard Shipping Address: **** ****** ** ********* ** ********** View Invoice ****-9668 Price: $86.51 Fees*: $0.99 Tax: $5.19 Shipping: $0.00 Total: $92.69 INTERMEDIATE ALGEBRA (LL)-W/CONNECT INTERMEDIATE ALGEBRA (LL)-W/CONNECT ISBN: 9781260500066 Rental Shipping Method: Standard Shipping 1 Rental purchased $86.51 I received the textbook and they are claiming the ISBN was incorrect and therefore would not accept the return. After trying to speak with help desk online they informed me that I would also be charged cost of the book rented due to it not being returned. It doesn't make sense that I would have two textbooks of similar Alg class and yet return the wrong book considering I have only rented one and from them.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We apologize for the inconvenience and confusion regarding your rental return. We have issued a full refund back to the original payment method for the rental purchase charge. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  Ecampus

• Initial Complaint

  Date:12/19/2022

  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.

  This eCampus book company is a scam. They have charged me for a book I returned. And have said that I returned a different, incorrect book. This is a lie & I have my receipt from the UPS store. I returned the correct book brand new with the access codes still intact. I want my $317 back immediately. This company is a scam and I am sure does this everyday to other people who return their books.

  

  Business Response

  Date: 12/29/2022

  Thank you for contacting customer service,

  We apologize for any inconvenience or confusion regarding your order. We have reviewed your account. A full refund was issues back to the original payment method on 12/16/22. If you have not received this refund or need further assistance, please visit our help desk at ***************************************

  Thank you,

  eCampus

  Customer Answer

  Date: 01/05/2023

  
  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:12/19/2022

  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 rented a book for the semester and returned it on time. I received a used book in which the cover was worn but the pages are in good condition. I was then charged full price to the wear and tear that was already there. I wish I had taken photos of how it was received. I kept this book in my bag most of the time. Only using it for the assessments. I’ve rented books from several places and have never had a charge for damage. I will never use this company again.

  

  Business Response

  Date: 01/12/2023

  Thank you for contacting customer service,

  We have reviewed your account as well as the item in questions. We have issued a full refund for the rental purchase charge in the amount of $128.80, back to the original payment method. Please allow 3- 5 business days for the refund to process and post. we apologize for the inconvenience this matter may have caused you. 

  Thank you,

  Ecampus

  Customer Answer

  Date: 01/13/2023

  
  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:12/05/2022

  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.

  I received the wrong item and on 9/13/22 I was told a replacement would be sent to me. Instead, on 9/20/22, I received an email with a packing label to return the item. I returned the item with the label provided by ecampus.com. I tracked the item on 11/16/22. It had been received on 11/1/22. I have not received a refund. I reached out to customer support on 11/16/22 and they said it was never received. I continue to track the item and it still says it was delivered. The customer service rep stopped investigating. I submitted another ticket on 11/29/22 and was told I would have a response in 24-48 hours. I still have not received a response. The item has not been replaced or refunded and the company is now unresponsive.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting customer service,

   

  We have reviewed your account. A refunded in the amount of $161.20 was issued back to the original payment method (card ending in 3220) on 12/07/22. Please check your card statement for that time frame for the refund.

  Thank you,

  eCampus

• Initial Complaint

  Date:11/29/2022

  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 order in august - order #********. I returned The books through ups and received confirmation of delivery from ups. Three months later I receive An email stating my books are due. The company is stating the books were never returned even though I have Provided proof of package being sent and also proof from UPS that package was delivered. They tell me they can’t “investigate”. This is highly frustrating as I should Not be charged for books that are returned. There is no working phone number for the business either.

  

  Business Response

  Date: 12/06/2022

  Thank you for contacting customer service,

  This customer reached out on 11/28/22 via social media, this issue was resolved at that time. The customer has been issued a full refund for the items.

  Thank you,

  eCampus

  Customer Answer

  Date: 12/13/2022

  
  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,
  
  ******* *******