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

  
• 

  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:11/01/2022

  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 sent a book to sellbackbooks.com Order #******* With Buyback number ******. The book was supposed to be $20 with a check fee of two dollars. My check was supposed to be $18. Instead I received a check for $16. I was charged the two dollar ‘check fee’ twice. One of the check fees was listed as “BBCheck fee” And was dated July 20, 2020 which would’ve been my first transaction with this company. I contacted sellbackyourbook.com through their online contact us link. I quickly got a reply from a customer service agent who informed me the two dollar fee was standard when mailing a check. It’s obvious she failed to read my entire email stating that there were TWO fees and one was from two years ago. So I replied and explained my position again and received two or three more blank emails before the final email asked me for my order number. That was the last communications and I have no idea when or if I will get a reply? In my email I stated this could be a simple clerical error and I really just wanted an explanation and my $2.00 because if it happened to me maybe it happened to dozens of other customers or perhaps even more?

  

  Business Response

  Date: 11/30/2022

  Thank you for contacting customer support,

  We have reviewed your account. The $2 fee that was deducted from the 2022 buyback order was owed from a previous order that was paid out in 2020. According to email correspondence this has already been explain. If you need any further information regarding buyback orders, please visit our help desk at https://www.ecampus.com/help/help-desk.

  Thank you,

  eCampus

  Customer Answer

  Date: 12/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   The business really went out of their way to recover a 2.00 fee that was a mistake of their own making. Instead of trying to retain a customer they have lost this one at least. Between the emails and actually tracking down a check stub  I’m sure that 2.00 was worth it. Now that’s some customer service. I read the online reviews. I’m not surprised  

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/31/2022

  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.

  On 9/15/2022, I sold two textbooks to ecampus. Both books were in excellent condition and in the same envelope. On 9/29/2022, I rec'd an email saying that the books had been rec'd. on 10/11/2022, rec'd a check from a Book company for one book. On 10/14/2022, I contacted ecampus by chat and was told that the amount I rec'd was for the full amount, however, I informed them that that was not the case. I was told that the issue would be escalated and that I should also send them and email. I sent an email the same day with a copy of the check and the email what said the books were rec'd and the amount I would receive for the books. I then rec'd an email from Omar that the issue had been addressed and had been escalated and that I would hear from him when he heard something. Now, ecampus has had the books for over one month and have probably already sold them, but I am still waiting for a response or a check for the second book. My first contact was over two weeks ago and at this point it seems I am getting the run around. The books that I sent were in excellent condition, one was still in shrink wrap. But, this failure to respond or to correct the problem in a timely fashion is problematic. Had I known I would not have dealt with this company at all. A copy of the check I rec'd is attached The book receipt email is below We Received Your Buyback! Hi *******, Your buyback order #******* has been delivered to our warehouse and is currently being checked in. Please allow 3-5 weeks for your payment of to be sent to you via check. Item Qty Amount 2 85.00 If you sent us multiple items, they may have been checked in at different times. As a result, you may receive more than one payment. Please be aware, the check you will be receiving is coming from A Book Company, LLC. Thank you for shopping with eCampus.com. For support, visit our Help Desk. ©2022 A Book Co. LLC. All Rights Reserved. 2373 Palumbo Drive | Lexington | KY | 40509

  

  Business Response

  Date: 02/14/2023

  Thank you for contacting customer service,

  A check was mailed to the address on file on 10/06/22. If the check was never received, we will be happy to request another check be sent out. If you wish to request a new check to be mailed, please visit our help desk at h************************************** Select the chat option, a customer service agent can put in the request to our accounting department.

  Thank you,

  eCampus

  Customer Answer

  Date: 02/17/2023

  
  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.

  AND, the situation was finally resolved and needs no further action.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/25/2022

  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.

  I ordered a college textbook from BiggerBooks.com on 9/7/22. The website stated that it usually shipped in 1-2 days. Since I had such a difficult time finding it, I paid expedited shipping so she could have it in 2 days. The next day I receive an email stated that the book was not in fact available to ship and had no date it would be available and they "hoped it would be soon". I immediately contacted them to cancel the order. They refused. They said it "couldn't" be canceled. Then I asked to change the shipping speed. There is no reason to pay $40 for shipping for a book that isn't even available. They, again, refused but said I could just return the book when it did arrive. The book arrived three weeks later. I'm unsure why a book that hadn't shipped or was imminently shipping couldn't be canceled. I returned it and was charged a $22 restocking fee. I'm out $62 because they refused to cancel an order that didn't ship for almost a month.

  

  Business Response

  Date: 11/01/2022

  Hi *****,

  We apologize for the inconvenience you experienced regarding your order. 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. If you need any further assistance, please let us know.

   

  Thank you,

  BiggerBooks

  Customer Answer

  Date: 11/03/2022

  
  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:10/25/2022

  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.

  (1) 9/17/2022 I placed my order at ecampus.com (A Book Company!) and received confirmation Email: Order #7840893 Buyback Confirmation --> email_1 ~~~~~~~~~~~~~~~~~~~ (2) 9/27/2022 ecampus.com (A Book Company!) sent an email to me that they received the book and the book is under review. --> email_2 ~~~~~~~~~~~~~~~~~~~ (3) 10/3/2022 I sent an email to ecampus.com (A Book Company!) to push them to pay the money. --> email_3 ~~~~~~~~~~~~~~~~~~~ (4) 10/3/2022 ecampus.com (A Book Company!) sent an email to me that the book is under review. --> email_4 ~~~~~~~~~~~~~~~~~~~ (5) 10/18/2022 ecampus.com (A Book Company!) sent an email to me and claimed that they haven't received the book. They asked me to send the book. --> email_5 ~~~~~~~~~~~~~~~~~~~ (6) 10/19/2022 I sent an email to ecampus.com (A Book Company!) to push them to pay the money. --> email_6 ~~~~~~~~~~~~~~~~~~~ (7) 10/19/2022 ecampus.com (A Book Company!) sent an email to me that the book is under review. --> email_7 ~~~~~~~~~~~~~~~~~~~ (8) 10/20/2022 I sent an email to ecampus.com (A Book Company!) to ask them to explain that why they said they hadn't received the book. --> email_8 ~~~~~~~~~~~~~~~~~~~ (9) 10/20/2022 ecampus.com (A Book Company!) sent an email to me and claimed that they solved the problem. --> email_9 ~~~~~~~~~~~~~~~~~~~ In fact, they never pay me the money. I want they pay me the money $72.50 that they own me.

  

  Business Response

  Date: 11/02/2022

  Hi *******,

  We apologize for any inconvenience you may have experienced regarding your order. After reviewing your account, it seems a payment was sent on 10/27/22 for your buyback order. If you did not receive payment, please contact our customer support team at 888-388-9909. Thank you for choosing eCampus.

• Initial Complaint

  Date:10/20/2022

  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.

  I placed a huge order on August 7th on August 19th I returned part of the order and have proof the company received the returned books on August 23rd. I have yet to receive a refund and the company has not helped claiming they need “more time” but the website states the waiting periods for a refund to only take a few business days. I am now terrified of being penalized later down the road for late fees when I have to return the rest of my textbooks. They have had my package since August 23rd.

  

  Business Response

  Date: 11/21/2022

  Hi ******,

  Thank you for contacting us,

  We have revied your account and issued a full refund for both items back to the original payment method. Please allow3-5 business days for the refund to process and post. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:10/05/2022

  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 purchased a book on 9/13/2022. My book arrived to their warehouse on 9/27/2022 and I was informed by a supervisor that they would have the book shipped out to me "overnight" due to the delay. I still have not received this book and I have made several phone calls and I keep getting the same answer, that they will "overnight" this item to me and have a supervisor call me back. Neither has happened. I have missed SEVERAL assignments due to the lack of concern from this company to get my item to me.

  

  Business Response

  Date: 10/26/2022

  Hi *****,

  We do certainly apologize for the delay with your order. To make up for the inconvenience we have added the order amount to your account as in-store credit. This credit can be used during checkout on any future order. If you have any other questions or concerns regarding your order, please reach out to our customer support team at 888-388-9909. Thank you for being a valued customer! -eCampus

• Initial Complaint

  Date:09/29/2022

  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 sold a textbook on Marketplace from e.campus.com in early August 2022. The book was shipped to buyer by USPS as requested. Payment of $97.47 was due to me by direct deposit on September 9 following a Qualifying Period. The payment never arrived. Multiple inquiries from me since then have gone nowhere. Payment was promised 9/16; it never came; then it was promised 9/23; it never came. Daily calls to 888-388-9909 resulted in the same message: "the supervisor named CJ has placed an inquiry in Accounting Department, and she's still awaiting a response. This morning, 9/27, another call was placed to ecampus.com. Omar answered and said he saw nothing new in the notes but would place another request for CJ to actually call me back. I have never placed a complaint with BBB before. I typically have worked with customer service on similar issues without having to do so. This time, I am concerned that no one at ecampus.com is taking responsibility for completing the transaction. I am beginning to think that I will never see the money owed to me. Furthermore, ecampus.com gets a 15% commission on this sale amounting to $16.50 off the selling price of $110. I simply want this transaction to be satisfactorily resolved. I am spending too much valuable time trying to track down where my payment is.

• Initial Complaint

  Date:09/29/2022

  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 books from ecampus in May of 2022 through government pell grant funds. One of my summer classes was switched to another professor that required different text books. I returned the orginal books promptly where I was supposed to receive a full refund including shipping. Three months had went buy when received a check for the amount of $15.62 in August 2022, the amount of the book was refunded but was not shipping per the agreement with Monroe Community College. Ecampus said they refunded the credit card on file the shipping which is impossible because the card is inactive. Still have not received refund from the company

  

  Business Response

  Date: 11/16/2022

  Hi *****,

  We apologize for any inconvenience or confusion regarding your order. All returns are charged a $7 UPS return shipping label fee. I have attached a snippet from the schools help desk explaining the return process. If you have any other questions or concerns regarding your order, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:09/19/2022

  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.

  Used the company's textbook buyback program on 6/3/2022. Sought to sell 2 different textbooks, received a quote of $50 and $55 respectively. This quote was significantly less than the full cost of the books, but reasonable based on the fact they were no longer needed. Mailed both books back in the same package, received a direct deposit payment of $50.00 for one book on 6/24/2022, but did not receive payment for the second book. Called to inquire about payment for 2nd book in early July, as it was in the exact same box as the first book. Was told because it was an paperback book with an access code, it would take up to 12 weeks for processing. This was not stated in the terms and I requested at that time that book, along with access code be mailed back to me. Agent agreed to mail book back to my home. On 7/24/2022, I received an email stating my buy back had been cancelled and was not approved for payment due to not containing an access code. Additionally, was told that I needed to pay $12 to have the book returned. Called back on 7/24/2022 to inquire about order cancellation and to confirm previous conversation in which book should have been returned. Agent agreed to return book and credit account for potential cost of returning the book since request was made a month prior to have book returned. Finally received returned book on 9/16/2022 and it is not the book that was originally sent (sent looseleaf book with access code and received hardcover book), not the same value and in terrible condition. I have spent many hours on the phone and it is been over 3 months and this has still not been resolved. I spoke with an agent today and she needed to do further research to determine a solution.

  

  Business Response

  Date: 11/13/2022

  Thank you for contacting customer service,

  We have reviewed this account order #********. The customer sent an incorrect item for the order. The incorrect item was returned to the customer, UPS tracking ******************. The customer service manager also added $60 of instore credit to the customer's account for any inconvenience. 

  Thank you,

  eCampus

  Customer Answer

  Date: 11/14/2022

  
  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:09/16/2022

  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 sold back a book to this company close to 30 days ago. Item was received yet they have not processed the order. I sent an email to the company which I have had no reply. Today I looked up their address and found they also operate as another company and spoke to an agent via chat. I asked what the status was to which I was told it needed additional time, up to 60 days to review the item as they claim it has an issue. This is a flat out lie as the item was still brand new in the wrapper with the computer code not scratched off. The claim that they have a lot of sell backs to be processed which again does not make sense seeing the new semester started so it shouldn’t be an issue. Honestly, this is a shady company that tries not to pay and will come up with Outright lies so they just don’t have to pay. The agents are horrible and “customer service” is nonexistent

  

  Business Response

  Date: 11/13/2022

  Thank you for contacting customer service,

  We apologize for the delay in payment regarding this order. We have reviewed order #******. Payment was sent for this order on 10/27/22 via direct deposit. If you did not receive payment, please let us know.

  Thank you,

  eCampus