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:10/07/2024

  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 have experienced extremely unprofessional and shady practices from this business. After placing multiple successful orders, they unexpectedly stopped my shipments and instructed *** to return the packages to them. I spent weeks attempting to get an explanation for this sudden action. Upon starting my purchases, I had contacted their customer service and was informed that I was allowed to rent and purchase books from them. Later on, it seems management decided otherwise and began blocking my attempts to place new orders and receive shipments, which I respected and complied with, even though no one from their team reached out to inform me directly. Instead, they labeled my purchases as fraudulent without any prior communication. Once I believed the situation had been resolved, I discovered that they had not refunded me for several of the orders. This forced me to file chargeback claims totaling around $700-800, which ******** ******* approved due to the lack of refunds on their part. When I later contacted them, they requested that I cancel these chargebacks with the promise of refunds and allowing me to purchase from them again (not rent and purchase), I complied to demonstrate good faith and willingness to cooperate. Despite following their requests, including canceling the chargebacks, they blocked me from ordering and continued to mislead me. I have consistently tried to work with them and complied with all their stated policies, yet they have acted deceitfully, blocking me with no valid reason. I have all email correspondence confirming my efforts and their unfulfilled promises. It is incredibly disappointing that they hold an exclusive deal with ******* for these books, effectively forcing students to buy from a company with such poor management and unfair practices.

  

  Business Response

  Date: 11/04/2024

  Good morning ***,

  Your account has been restricted due to you misrepresenting your need for rentals. The publisher has restricted each of these titles and we cannot offer the titles as anything other than rentals. I'd encourage you to reach out to the publisher for clarification on this and how you can purchase the titles outright as this isn't something we can contractually offer. If you have any additional questions or concerns for our team, please visit our help desk at **************************************.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/04/2024

  Complaint: ********
  I am rejecting this response because:
  Before renting textbooks from eCampus, I confirmed with their customer service that I could purchase the rentals outright at their advertised buyout cost. Their website states, "Extend or purchase your rental at any time," and representatives assured me this was acceptable. Later, they informed me this wasn't aligned with their policy. I accepted this and agreed not to rent from them again.
  When eCampus failed to ship books I ordered, I had to file two chargeback claims with my credit card. Their supervisors told me that if I closed these claims, I could place new orders. On 9/20/24, ****** *. said, "To proceed with placing a new order and to lift the hold on your account, we kindly ask that you provide current paperwork indicating that the 'chargeback' has been dropped."
  I closed the chargebacks, despite concerns about potential rebilling for items I never received. On 9/24/24, after receiving confirmation, ****** *. informed me, "You are no longer able to place rental orders on our website; only purchases are permitted moving forward." However, when I tried to purchase a book, my order didn't go through. ****** *hen stated, "Due to recent activity on your account, it has been closed for future purchases."
  I feel misled because I complied with their requests, yet they closed my account after assuring me I could make purchases. I respectfully ask for a resolution that allows me to purchase books from eCampus as previously agreed.
  *** **

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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.

  Have had an account with them since 2022 -- lately constant issues logging in -- getting errors of incorrect password when I KNOW its the correct password as it works on my cellphone but not my PC -- after resetting now I cant login anywhere -- no one answers the phone -- the "Chat option" brings me to a "blocked" webpage -- who is running this site?!

  

  Business Response

  Date: 10/07/2024

  Good afternoon ****,

  We apologize for the inconvenience you have experienced. We have not received any other complaints regarding this issue that I am aware of. This is the link to our help desk **************************************. This may be a web browser issue. 

  Thank you for contacting us!

  -eCampus

• Initial Complaint

  Date:09/18/2024

  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 8/14/24, I ordered a product that was listed as a brand new textbook with 1 year digital access. I received the textbook promptly, but after searching through the packaging and the text itself, I was not able to find the code for online access. I reached out to the company twice by online chat, and was told that I would be contacted by a supervisor. On the third time I reached out, the agent told me that the supervisor advised that I would need to reach out to the publishing company myself. This I did, and received an email saying that it would be ecampus' job to contact them, since they purchased from them directly. I reached out a fourth time, providing a copy of this email from the publishing company, and stating that at this point I would return the brand new text, and wanted a full refund (shipping and restocking included). I asked that they also send me a used text, as compensation for the time and energy I wasted contacting them repeatedly, and for the stress they caused my honors student child in having to be without a book as we waited for the issue to be resolved. I was told that a supervisor would be in touch. It has now been another week, and still no response. From the third time I contacted Ecampus, I let them know that school had started, and that expediency was key. They did not once reach out to try to right the fallout of their failure to provide the item they advertised. I was forced to purchase the book from another vendor, resulting in my student being without a book for even longer.

  

  Business Response

  Date: 10/07/2024

  Good afternoon ***a,

  We do certainly apologize for the inconvenience you have experienced regarding this order. We have reviewed your account; at this time a full refund has been issued back to the original payment method. We value you as a customer and appreciate you reaching out to us regarding this matter. 

  Thank you,

  eCampus

• Initial Complaint

  Date:09/06/2024

  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 purchased/rented this item based on their description that an access code is included with the purchase. The access code is arguably the most important element of the items since assignments are completed online. The term 'w/access code' is included in the description of the item. When I contacted them they told me this is a supplemental item and therefore not included. In my estimation this is a fraudulent practice targeting students, who they perceive to be naive and without agency. If they are going to market this material they should be compelled to change the description of the item to make it clear that no access code is included.

  

  Business Response

  Date: 09/18/2024

  Good morning *******,

  We apologize for any confusion that occurred during the ordering process. Supplemental items are typically only valid for a one-time use and therefore will not be included with any rental or used purchase. We include this disclaimer in the product description, listed below the picture of the item on the item details page. In addition, this information is provided at checkout and on the Help Desk of our web site. If you are not satisfied with your book for any reason, you may return it within 25 days from the date of shipment for a refund using the label inside your My Account. Unfortunately, copyright restrictions stop us from removing this information in our titles, as a result, we understand some of our customers get confused. If you have any additional questions, please visit our help desk at **************************************.

  Thank you for choosing eCampus!
  
  

  Customer Answer

  Date: 09/19/2024

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

  The business is playing games with the term 'supplemental items', which could easily be misconstrued (as it was in my case) to mean CDs, flyers, posters or other tangible items. Their product description quite specifically says it comes with a digital activation code. This is a false claim.

  The code is an ESSENTIAL item of the product in question give the way the courses are taught using the product. 

  If indeed, the publisher requires that the original language, including 'activation code included' be retained, they can, and should include very simple language in their product descriptions and at checkout in bold letters indicating that 'PRODUCT DOES NOT COME WITH DIGITAL ACTIVATION CODE'. 

  It seems clear to me that they do not do this because they prefer to take advantage of the ambiguity of the situation as a way to generate additional sales that would not occur if adequate explanatory language was included. 

  This is unethical and fraudulent, and takes advantage of students, who are generally young, inexperienced and poor and therefore unlikely to challenge these practices.

  The company has not offered anything they would not have offered in connection with any other sale. This implies that they do not acknowledge a problem with their current practice. 

  The money involved is trivial. I am asking them to halt a practice they almost certainly understand to be deceptive and dishonest through the addition of clear clarifying language stating clearly that despite any required language from the publisher, the product does not come with the activation code one would expect from the product description. 

• Initial Complaint

  Date:09/05/2024

  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 knetbooks on the 28th of august as of September 4th 8:02 I have still not got any updates on its shipping or anything. I paid 106.84 for the book and 39.99 for one day shipping. I do not have my book and have no update if it was shipped. I also emailed them and messaged them about my book too.

  

  Business Response

  Date: 09/18/2024

  Good morning ********

  The title you ordered had the availably of typically ships in 3-5 business days at the time the order was placed. The item was still inside the availability when the order was cancelled and refunded. At this time, a full refund has been issued for the item back to the original payment method. If you need any further assistance, please visit our help desk at ************************************ 

  Thank you for being a valued customer,

  Knetbooks

• Initial Complaint

  Date:08/29/2024

  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 submitted a buyback order from this company on 6/19/2024. I sent in two textbooks that the company agreed to buy from me. I was contacted by company agent saying that one of the textbooks wasn't going to be accepted because it had the wrong ISBN number. I disputed this fact, but they didn't budge. They eventually sent that book back to me, but I had to pay $12.00 for shipping. Then I received an email on July 20, saying they had not received the other book. I have been going back and forth with them disputing this fact because I had both books together in the same box. They processed the one, but then said they never got the other one. I have requested to have a manager contact me. She told me a manager would contact me within 1-2 days. No one did. The customer service agent ****) has been very professional with me, but told me this morning she has done everything that I requested and the decision from management is final. I told her I would be filing a complaint and would still like to be contacted via email or phone. All I am asking is they take responsibility for what they have done. They had to have received my book. Someone must have done something with it and it never got inputted. They were supposed to pay me for the book. At this point, they have my book (or have already resold it) and I never got paid. I would call this theft.

  

  Business Response

  Date: 09/11/2024

  Hi *******,

  Thank you for reaching out regarding this matter. I have reached out to our customer service manager to try and resolve this issue. I will get back to you as soon as I have a solution.

   

  Thank you,

  ****

  Customer Answer

  Date: 09/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not want the case closed. The response said they are forwarding my message onto a customer service manager. So, I am still waiting to hear directly from a manager or owner of the business to resolve this. My concerns/complaints have not been addressed yet.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/18/2024

  Hi *******,

  I have submitted a check request for ISBN ************* to our accounting department for payment in the amount of $18.75. Pease allow 2-3 weeks for the check request to process and be mailed to the address on file. 

  Thank you for your patients in this matter,

  eCampus

  Customer Answer

  Date: 09/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: issuing a check instead of depositing money into my bank account, as was the way it was supposed to be done. I have been waiting for a long time and now they say 2-3 more weeks. I will close this out when I actually get my money. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/29/2024

  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 August 26, I rented a textbook from E-Campus for the semester, totaling $194.30. The book was advertised as usually shipping between three to five business days. When I checked out, I selected the standard shipping open of 4 to 8 business days. On the third business day after the transaction, I reached out to customer support to ask when I could expect my order to be shipped. The customer support agent told me that, contrary to the expected shipping timeline advertised with the book, the book would actually ship from their supplier within 3 to 5 business days, be in transit to E-Campus for some indiscriminate amount of time, be received by E-Campus and be processed for some indiscriminate amount of time, all before finally shipping to me via the standard shipping I selected. The book's advertisement mislead me into believing that the book would ship directly from E-Campus within 3 to 5 business days of August 26 and reach me within 4 to 8 business days. In reality, I am forced to wait the extra time it takes to ship from their supplier and be processed by E-Campus before E-Campus ships the book to me. I would not have transacted with E-Campus had this been clear. When I realized the transaction involved E-Campus as the middle-man and would take longer than necessary, I asked for a refund. The agent told me I could not be refunded because the item had already been shipped from their supplier (see the **** screenshot attached). In reality, the supplier had only created a shipping label and has not shipped the book to E-Campus. To receive any refund, I will need to ship the book back to E-Campus when it finally reaches me. But even then, E-Campus will take a 15% restocking fee, so I will not be made whole. I am a poor graduate student just trying to get my textbooks in time for class. I feel misled and taken advantage of. I would like a full refund.

  

  Business Response

  Date: 09/11/2024

  Hi Benjamin,

  Thank you for reaching out regarding this matter. According to **** tracking ************************** the title you ordered was delivered on 09/02/24. This order is considered to be delivered on time with the shipping method selected at checkout. If you wish to return the item, you can do so with 30 days. Your account has been set up for a full refund at this time. If you need any further assistance regarding this order, please let us know. We apologize for any inconvenience or confusion. 

  Thank you,

  eCampus

• Initial Complaint

  Date:08/26/2024

  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 1, I chose the buyback program offered by Ecampus for a textbook I wanted to sell. I was quoted $40 for the book, which I sent back in mint condition. On June 9, I received an email notification from the company stating that the book was under review. Since then, I had not received any further communication from the company. On August 23, I reached out to Ecampus to inquire about the status of my book. To my surprise, I was informed that my book had been rejected due to "damage." When I asked for specifics about the alleged damage, I was told that no details were available. I then requested that my book be returned to me, only to be informed that I would need to pay for the shipping cost. This is unacceptable, especially since I sent the book in mint condition and the company provided no evidence or specifics regarding the supposed damage. Upon researching, I found numerous similar complaints from other customers, indicating a pattern where [Insert Business Name] quotes a buyback price and then rejects the book upon receipt, often without providing adequate reasons or specifics. **Desired Resolution:** I would like my book returned to me without requiring me to pay for shipping. Alternatively, I request that the $40 quoted in the original buyback agreement be credited to my account as initially promised.

  

  Business Response

  Date: 10/07/2024

  Hi *******,

  I apologize for any inconvenience regarding your buyback order. I have sent this order along with your complaint to the customer service supervisor for further review. Once they have responded with a resolution, I will reach back out to you.

  Thank you for your patience regarding this matter,

  *****

  Customer Answer

  Date: 10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because I am having to wait for additional review and do not consider this resolved.
  
  

  Customer Answer

  Date: 10/28/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

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

• Initial Complaint

  Date:08/19/2024

  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.

  We are locked into this vendor at my child's school and I would buy books anywhere else if possible. Charges for 8th grade books were $567 To break that down Rental: $255 "Damaged and unusable" fee of $312. ********* We returned the books at the end of the school year in good condition. No communication was shared until there was a "Damaged and unusable" fee of $312 and change charged 3 months after the books were returned to eCampus account on 08/24. I think they are fraudulent in their business practices. They sold our old books via ****** to a student we know after charging us a damage fee - so not damaged or destroyed. The several hundred dollars of fees were charged with no communication or notice. I have been in contact with the business and have requested either the books that have been purchased be delivered or that a full refund of the amount charged on 08/01/2024 be refunded.

  

  Business Response

  Date: 09/06/2024

  Good afternoon ****.

  Thank you for reaching out to us regarding this matter. I have spoken with the Montgomery Bell team regarding your account and the rental purchase charges. At this time, the team has requested that a used copy of all five titles be mailed back to you. The titles we received that were damaged have been recycled at this time. If you need any addition assistance, please reach out to our customer support team. 

  Thank you,

  ****

• Initial Complaint

  Date:08/15/2024

  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 received a textbook (looseleaf), returned the rental book, and am now being charged. I did not rubberband this book together, but the warehouse did when receiving the book and now they are saying I am responsible for the damage of this book which was caused by them rubberbanding it together. Why would they rubberband together pages that don't even face the same way. Please see my attached live chat, this was very upsetting to me because I didn't even know the real issue at first and I do not like the accusation when we clearly figured out what the issue was and how it was caused. The agent still wants me to pay for it when we clearly discovered the warehouse employee caused this issue.

  

  Business Response

  Date: 08/26/2024

  Good morning ****,

  Thank you for reaching out. At this time, we have reviewed your account, you will not be charged for any damages of the item returned. Your account has been updated to reflect this decision. 

  Thank you,

  eCampus

  Customer Answer

  Date: 08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: it appears the charge is still linked on my ecampus account linked to my ******. See attached screenshot
  
  Sincerely,
  
  **** *****