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:05/23/2024

  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.

  Ordered a book from ecampus.com, and have been trying to get an update of when book will be shipped. Book was ordered a week ago, and no responses.

  

  Business Response

  Date: 05/30/2024

  Good afternoon ****,

  Thank you for reaching out to us regarding this matter. After reviewing your account, I have confirmed that the order did ship and was delivered on 05/29/24 according to *** tracking ******************. If you need any further assistance, please let us know.

  Thank you for choosing eCampus!

• Initial Complaint

  Date:05/15/2024

  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 originally rented the eTextbook, Social Psychology by ******* ******* (11e), directly through Pearson+ in August 2023. The price was (and still is) $10.99/mo for a 4-month rental. When the semester ended, I wanted to get a perpetual license or hard copy of the textbook, and was told I could do this by going through eCampus. I reached out to eCampus and they said I'd have to rent it again but could also purchase it through them. On January 17, 2024, I purchased this textbook for $95.39, with the understanding that this much higher price reflected either a perpetual license or hard copy of the textbook. On Jan. 27, I received an automated email from eCampus to ask if I had received by textbook shipment. I hadn't, so I left feedback for the company. I didn't get a response one way or the other, but had digital access that I needed for the semester. I assumed that the digital access was perpetual, or that they would send me the hard copy after digital access ended. I got a notice saying that my digital access was ending, so I reached out to eCampus to ask about the physical copy (never received) or perpetual license. The person I chatted with first tried to say it doesn't come with a physical copy, then pivoted and said instead that I should have let them know earlier that I didn't get the physical copy (indicating that there was, in fact, supposed to be a physical copy). She said she would "see what she could do" but then replied there was "nothing they can do." Again, I'd like to point out that the only reasons I went through eCampus for this textbook the second time was because (1) Pearson pointed me in that direction for a hard copy and (2) the eCampus person I spoke to in December also indicated perpetual access (digital or hard copy) was an option. The price of $95.39 through eCampus was clearly higher than the $43.96 through Pearson, which made sense for getting a perpetual license or hard copy. Screenshots attached.

  

  Business Response

  Date: 05/28/2024

  Good morning *****,

  Thank you for contacting customer support. ISBN ************* is listed on our website as a digital rental. This means that students will have access to the material via *********** for the rental period; however, students can download the material for lifetime access during the rental period. If you need any further assistance, please visit our help desk at *************************************k.

  Thank you,

  eCampus

  Customer Answer

  Date: 06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never given the option to download the eText for lifetime access, despite specifically asking for this during my rental period.
  
  Sincerely,
  ***** ********

• Initial Complaint

  Date:04/30/2024

  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.

  I'm am using this since ecampus.com representative **** *. is failing to provide any information as to filing an internal complaint and is being rude about the situation. I having trouble accessing a purchased subscription and support has failed to resolve the issue; however, I received the following email: See attached email.  I expect to be contacted by **** ********** or someone in his office regarding this email.

  Customer Answer

  Date: 04/30/2024

  See file attached

  

  Business Response

  Date: 05/30/2024

  Good afternoon ****,

  Thank you for reaching out to us regarding this matter. Would you please email us a copy of any and all email interaction you experienced with the customer service agent? We take this matter very seriously; however, we will need more information. You can email me personally at *********************. I apologize that this has happened to you. 

   

  Thank you,

  eCampus

• Initial Complaint

  Date:03/27/2024

  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.

  I sold my textbooks through this website which was suggested by my school. I sent the textbooks to the consumer about 2 months ago. I had to wait 2 months before I got paid per their policy. They said they initiated the funds to my bank account on 3/8/24. It is now 3/27/24. It’s been over two weeks and it’s still not in there. They sent me an email saying my bank info didn’t work, which is incorrect because I double checked. So I updated it by re entering it into my account settings and followed up with two seperate emails, letting them know I did so and I still have not seen a payment. I want the money that is owed to me, which should be $75.94. I want this resolved, and have not heard back from any employe in the last week. They have no customer service to call either, just a chat bot on their website and a place to send inquiries.

  

  Business Response

  Date: 04/15/2024

  Good afternoon ******

  We apologize for any inconvenience or delay in payment. Originally the banking information provided was incorrect which caused the payment to be returned. The bank information has been corrected and the payment was sent on 03/29/24. If you need any further assistance, please visit our help desk at *************************************** 

  Thank you,

  eCampus

• Initial Complaint

  Date:03/25/2024

  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.

  I ordered a textbook on February 13 and sent numerous requests on the status of my book. I was able to contact someone once but they told me they were unable to give me a timeframe of the book’s delivery. I checked daily on the tracking and in early July it said on the website that it had been shipped. I reached on once again sending an inquiry and no one got back to me. Only today once I tried to contact them numerous times over the past week was I able to be connected with a “live” agent even though during all the other timeframes that they were supposedly available via live times the website was never able to connect me with an agent. I was told my item had been delivered when it was not. I have a locked mailbox so no one can steal my mail. They told me it was delivered on the 5th of March but I never received an email and they ignored my messages from this month so I had no updaters and I was checking my mailbox everyday and there was no book. I asked to speak with a supervisor and the live agent told me there was no one available to speak with and only till I asked 3 times was I told I could request a supervisor’s call but it would take at least 3 business days to reach out and there is no timeframe during what hours they would be calling me. They suggested someone I lived with took the book which I thought was odd and after I explained I lived alone they said I should file a police report. I wouldn’t have ordered from this company normally especially after looking up the reviews after all of my inquiries but it was the company my professor had us order books from.

  

  Business Response

  Date: 04/15/2024

  Good afternoon ********

  We apologize for any inconvenience regarding your order. Our records indicate that your package was delivered by **** to a parcel locker. Please check with your local carrier to determine where the package was left. If you need any further assistance, please visit our help desk at **************************************. We value you as a customer and appreciate your business.

  Thank you, 

  eCampus

• Initial Complaint

  Date:03/25/2024

  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 placed an order on March 6, 2024 for a rental of a textbook on ecampus.com. On the website it said that it would be delivered by March 12, that’s why I ordered it. However it is now March 22, 2024 and the book is still “in transit“ and I have an assignment due on Sunday, March 24. I need to cancel the order and they are refusing. They will not respond via chat, and they have ignored my request via email.

  

  Business Response

  Date: 04/08/2024

  Good afternoon,

  Thank you for reaching out to customer support. I have reviewed your account and **** ******** *************************** According to **** tracking, the item was delivered on 04/08/24. We understand that there was a delay with the carrier and apologize for the inconvenience. If you wish to return the item for a full refund you may do so with the next 20 days. All you will need to do is print the prepaid *** return shipping label from within your MyAccount. If you need any further assistance, please visit our help desk at **************************************. 

  Thank you for choosing eCampus!

   

  Customer Answer

  Date: 04/09/2024

  
  Complaint* ********
  
  I am rejecting this response because I do not believe I will receive a 100% refund.

  According to their website, it claims there will be a "Restocking" fee.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/15/2024

  Hi *******

  Your account has been setup for a full refund and the original $5 shipping charge has already been refunded. Please let us know if you need any further assistance.

  Thank you,

  eCampus

• Initial Complaint

  Date:03/05/2024

  Type:Customer Service 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.

  A college textbook was purchased from/fulfilled by ******* through the website ***********. ************* policy for settling disputes regarding purchases is to contact the actual seller of the item, in this case *******. *******' policy to to resolve disputes through the seller, eCampus. The textbook that was bought and paid for "***** ***********" was not what was shipped. Instead I received a book about French tourism, "****** ******** ******* ****** ****** ******". Attempts were made to reach out to both ******* and eCampus for resolution to this problem. The purchase price for the textbook was $67.15, and with taxes came to $72.66. Records of emails where I attempted to contact the company have been retained. Attempts to contact via phone have been entirely unsuccessful. ******* has issued a refund to eCampus, acknowledging the error that was made in shipment. Please see complaint ID ******** for details on resolution from *******. The following was the response from *******: "I have pushed through a full refund for the order to help the customer out, with no need for a return. However, this refund is processed to eCampus, as ******* does not have any customer billing information. The order was placed with eCampus and only eCampus can resolve the issue with the customer. Again, the order has been refunded on *******'s side. It is up to eCampus to refund the customer." The refund was issued to eCampus and not the actual buyer. eCampus has yet to reach out to offer any resolution on this matter despite having tried to reach them via email, phone (which is non-existent on their end), and via live chat online. At this point, what eCampus is essentially committing is theft.

  

  Business Response

  Date: 03/07/2024

  Thank you for contacting customer support,

  The customer was refunded in full back to the original payment method on 02/29/24. If you have any other questions or concerns, please let us know.

   

  Thank you,

  eCampus

  Customer Answer

  Date: 03/08/2024

  
  Better Business Bureau:
  

  Although Ecampus said the refund processed on 2/29/24, it did not actually process until 3/3/24. I do appreciate that this matter has finally been resolved, but it should be marked against them that this was even an issue to begin with. There was far much run around to make this refund happen, and you NEED to make customer service options WAY MORE ACCESSIBLE to people in need! This whole situation is ridiculous that it took this long for resolution!! It is inexcusable,  and I will do everything in my power to avoid your company from here on out as a result. Very disappointing!!

  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:03/01/2024

  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.

  eCampus**** bought back two of my books. I mailed them to them but then called and asked if I could cancel and have them returned. They agreed and mailed them back to me but they never arrived. Tracking said there was an address issue and the box was returned mid-shipment to eCampus. There was nothing wrong with the address. The box was destroyed during shipping. eCampus sent me photos of the damages. I said they should file a claim with the postal service and refund me the book full values or return the books to me. They took weeks to respond. Now they tell me that they can’t find the books and want to give me in store credit of $60 even though the bills are worth $240.

  

  Business Response

  Date: 04/15/2024

  Good afternoon *****,

  We apologize for any inconvenience regarding your buyback order. The items were damaged in transit with the carrier and were returned to our facility. A payment for the item was sent out on 03/28/24 in the amount of $60. If you have not received the payment, please let us know. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  eCampus

• Initial Complaint

  Date:02/05/2024

  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 sent in a book for a $10 "buy back". The book was in excellent condition, with no writing, highlighting and only slight "shelf wear" on the cover. The inside was like new. eCampus cancelled the buyback because the book "did not meet our quality standards". The book was in significantly better condition that what was described as acceptable in their advertising. There are many complaints about this company not accepting and not returning cancelled buy back books, it looks like they are arbitrarily cancelling a large percentage of books. I would not be surprised if they are then selling these books after they do not return them.

  

  Business Response

  Date: 02/05/2024

  Good afternoon ********

  The item we received; Exploring Microsoft Office 2016 Volume 1 has water stains on the top of the pages. Due to this damaged, we could not accept the item. We apologize for any inconvenience this may have caused. If you would like more information regarding this matter, please visit our help desk at *************************************** ***** ****

  eCampus

   

• Initial Complaint

  Date:02/01/2024

  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 purchased 5 textbooks from campus for school and requested a return due to my classes being canceled. I reached out to eCampus for free shipping instructions since the website does not allow you to download a shipping label as noted on the website), without speaking with a customer service representative. I reached out via chat and was issued a free shipping label. I received the textbooks on January 16th and returned them on January 18th. The tracking number showed the items were delivered/returned to eCampus on January 24th. I emailed eCampus three days later to confirm receipt of the textbooks and never received a response. I tried again on January 28th and still no response until yesterday January 31st. The email indicated I will not receive a refund because the textbooks were not received in the same condition they were delivered in. I couldn’t believe what I was reading! I thought it was a joke! I emailed them to let them know I was aware of the games they were playing and not wanting to give me a full refund based off some bogus claim. I only had the books in my possession for two days and that was because I had to find time to return them via UPS and for them to tell lies that those books were in in other condition than excellent was infuriating! This company needs to be shut down! Their business practices are unethical. I’m sure they use this same approach to keep others money and it has to be stopped. The tracking number is ******************. Order number *******. I am requesting a full refund of $242.45.

  

  Business Response

  Date: 02/05/2024

  Good afternoon *****

  We apologize for any inconvenience you may have experienced regarding this matter. At this time the order has been refunded in full, back to the original payment method. If you need any further assistance, please let us know.

  Thank you,

  eCampus