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:07/29/2022

  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 placed a sellback book order at the end of June. When I did not receive a payment I called to inquire. I was told that the warehouse is 60 days behind in processing. Additionally once the warehouse logs in the order it may take an additional 3-5 weeks beyond the 60 days to process and receive a payment. It seems to be an unfair business practice to hold your books for months on end without payment. If you cancel the sell back order you have to pay for return shipping costs. There is no other choice to wait it out. This does not seem like a fair business practice to me.

  

  Business Response

  Date: 11/04/2022

  We are submitting a check request for the remaining amount owed to this customer. The remaining amount owed is $1.85.  

• Initial Complaint

  Date:07/06/2022

  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 rental order ******* on 1/18/22 for two books. The total was $279.39 Around the time that the books were due back to eCampus, I was getting married and did't get a chance to return the books in time. I suddenly saw a $605 charge which overdrew my account, I realized I was charged the remainder of the value of the textbooks because they were not received back. I have now paid a total of $885.24 for two textbooks! I explained my situation to a customer service agent who advised me her supervisor would offer me a 50% refund and a 25% store credit and nothing more because the books still weren't received. In the meantime, the prepaid shipping label was removed from my account and no longer available to me to even be able to ship them back. The agent would not give me the label until she spoke to her supervisor, which took another 5 days. I finally spoke to a second agent who provided it, causing it to be even more delayed. At this point, my bank account is in the negatives from this charge and I am in a tough financial spot being in law school and newly married. I spoke to the supervisor directly and explained that I would be more than happy to order from eCampus again in my last year of school. The supervisor was rude making snarky remarks to me and made no effort to be understanding or try to take a step further to help me. I've worked in customer service before and I wouldn't dare speak to a customer the way she spoke to me. I came to eCampus because of the affordable book rental prices. I did NOT expect to pay an excessive amount of $884 for two books that aren't even in my possession nor was I planning to keep. I take full accountability for the late return, but the customer service I received in this whole situation was despicable and stressful. I was shocked to be spoken to the way I was by a supervisor after literally pleading that my account has a negative amount from these charges. I can't afford these charges and I no longer even have the books.

  

  Business Response

  Date: 07/19/2022

  Good morning ******,

  We apologize for any inconvenience you may have experienced with your account.  I have reviewed your order *******, the rentals were due back in tracking by June 3rd. 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. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. If the rentals are returned 15 to 30 days past the due date, you are eligible for a 50% refund. At this time a 50% refund has been issued back to the original payment method, as well as an additional 25% of in-store credit has been issued to your account. This credit can be used on any future order. If you have any other questions or concerns regarding this issue, feel free to contact customer service at 888-388-9909.

  Thank you for being a valued customer!

• Initial Complaint

  Date:06/30/2022

  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.

  On 6/23 I was searching for an aged textbook for a class and found ecampus.com. I was leery of the reviews on the site for the marketplace vendors and clicked to purchase from eCampus.com directly. They claim I still purchased from the marketplace, but nowhere was that clear. I didn’t get to choose my textbook nor vendor, and I paid ecampus directly. I paid $86.22 for a textbook from ecampus.com in KY, and received textbook with paid invoice, in my name, from Penn Text in PA stating I’d paid $36.64. I didn’t want that textbook - I’d seen it in the marketplace - which is why I paid more to buy what I thought was from the company’s stock. They hid how they processed my purchase, and shared my personal information with their vendor. They did all this at a predatory 125% markup/finder’s fee.

  

  Business Response

  Date: 07/07/2022

  Good morning ****. We apologize for any inconvenience with your order. We have reviewed your order, a refund in the amount of $24.58 was issued on 07/01/22. The refund process typically takes 3-5 business days to process and post. If you need any further assistance, feel free to contact customer service at 888-388-9909. Thank you for your feedback and for being a valued customer! -eCampus

• Initial Complaint

  Date:06/30/2022

  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.

  On June 4th 2022 I had to purchase a text book for my A&PI class with Excelsior College Albany, NY to start June 27th 2022. When I went to purchase the book I was told my this company that a paper text was not an option. It had to be an ebook. I had never use an ebook and was told an Access Code would come to me. It never did but did show up in my school account and I was unable to access the book. I had called numerous times asking why I could not access the book and was told probably hasn't allowed you to access it. After numerous attempts x3 I was NOT able to access the book. I contacted the college the friday before the class was to start and they referred me back to the bookstore. Then the bookstore referred me back to the college. It was a cat n mouse game! Once June 27, 2022 came I still could not access the book. On June 28th I had to contact Evolve, an agency that works with ebooks, set up and account and have them connect my book to my class. It could not be done by me. After spending 3 hours on the phone with the technician I gave up today. I withdrew from my class and Lab. I called the bookstore x3 more, 1st they wanted an additional $57.00 for a hard copy which I was told I couldn't have from the beginning, 2nd call they hung up on me and after waiting on the phone an additional 20 minutes, got a rep. and was told no refund. I explained my situation and they did not want to hear it. I am asking for a total refund of $477.27 due to 1. not being able to access the book, 2. I was told it had to be an ebook no hard copy was authorized and 3. if I couldn't take the course I could do the lab for A&P1 I needed a 4 credit class, not 1 or even 3 but 4 for Nursing school! Not I am out of the money which I need for school. I have attached a receipt of the transaction.

  

  Business Response

  Date: 09/28/2022

  Good morning ********,

  We apologize for any inconvenience or confusion regarding your order. Per the school this access code was needed to complete the course the student was enrolled in. The access code was revealed, therefore is no longer eligible for a refund. Once class begins, typically the instructor will direct students on how to connect the access code to the course assignments. If you need any further assistance, please contact customer service at 859-209-6958. Thank you for choosing eCampus.

  Customer Answer

  Date: 09/28/2022

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

  I never attended the class. Therefore no communication with the instructor. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/04/2022

  Thank you for contacting customer service. The student was informed to reach out to the instructor for instructions on to connect with course prior to the class start date. Once the access code is viewed it is no longer eligible for a refund. 

   

  Thank you.