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:10/17/2023

  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.

  I returned two rental books (amount to rent was $40.46), 5 days late. Due date was August 14 and I returned them on August 19. I was charged a late fee of $65. (To buy the books, instead of returning them, would have costed me $30 total.) I contacted them on August 21 and was told they would refund 75% of the late fee within 30 days. I still didn't see a refund, so I contacted them again on September 29. I was then told the books were damaged, so I could not receive a refund, but they could send the books back to me. A week later, I received an email from eCampus stating that they threw the books away because I was supposed to ask for them to be sent back a week after they were perceived as damaged. I was never contacted AT ALL stating that they were damaged OR contacted and told I had a week to claim them. They are refusing to do anything about this issue that is clearly on their end.

  

  Business Response

  Date: 11/14/2023

  Good morning ********,

  We apologize for any inconvenience or confusion regarding the rental purchase fee. Per our policy, once the book is in your possession, you are responsible for its condition. Damage to a rented book is defined as any condition that makes the book unusable as a future rental. Such conditions include any water damage, a broken spine, missing pages, missing or torn covers, excessive highlighting (more than one third of the content), excessive or inappropriate notes or any other such condition that makes the book unsuitable for future use. A fee will be charged to the credit card on file of any customer returning a damaged book and the book will NOT be returned to you. You can find this information on the eCampus Help Desk. If you need any further assistance, please contact our customer service team.

  Thank you,

  eCampus

• Initial Complaint

  Date:10/11/2023

  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.

  Online bookstore ECampus for ****. Collage ********* wi. Order # ******** 7/23/2023 10:08 am Shipment Id ********. My son and I ordered a shipment of book he needed for his class for fall 2023. There were 5 books he needed for his classes, at the time. We received the shipment Within the week after ordering. Everything was fine. We got a call about 2weeks later from his college counselor stating he was going to move ****** into a couple of different classes, because he saw that ****** tested better than what was previously thought. That meant dropping the 2 classes he didn’t need. However we had already received the books for the classes. No problem according to the return policy of The ** Ecampus bookstore policy. It clearly state a return is possible before classes start. ** classes start on Sept 5 2023. We sent the 2 books back exactly the same condition as we received them on Aug. 17. One was still in the plastic shrink wrap. The other was purchased used from the bookstore, but we never opened the book. Why would we, after all there was no class yet. We got a email from ECampus bookstore saying they were damaged. This is not true. They were sent back the same as we received them. They are not giving us our refund of the books. The 2 books sent back are: ******** Collage with Corequisite 2.8. New in shrink wrap $46.55 w/tax. The second book: Essays and Arguments: A handbook for Writing Student essays. Used book. $12.33 w/tax. I have contacted them several times via email but they are refusing to issue a refund. They say it was damaged. That is a lie, I sent them back in the same condition as I received them. They have sent some pictures of the damage, but there is no pics of the front of the books . I believe they have the wrong order that they are looking at?

  

  Business Response

  Date: 10/16/2023

  Good afternoon,

  We apologize for any inconvenience you may have experienced regarding order ********. We did receive an item back with damage pages. At this time the account is under a chargeback filing with the bank. There is nothing we can do in the customer service department, until the financial institution has dropped the dispute. 

  Thank you,

  eCampus

   

   

  Customer Answer

  Date: 10/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: my credit card company has closed the dispute in your favor . Today, 10/18/23 was the last day for me to respond to the bank. I’m am not going to respond to the bank because this is a better avenue to get this resolved.  
  If you say are the books were damaged when you received them, then that is the exact way I received them…damaged.  Are you telling me you sent us damaged books? I contacted you guys within the return period and I sent them back. One of them was still in the shrink wrapping. I find it hard to believe BOTH books were damaged?  The books were never used by us. Doesn’t add up.  Not a very good way to do business.  Shame on you for taking advantage of college kids. Most would have given up by now and let you keep the money.  This is not right.
  
  Sincerely,    **** ****
  **** ****

  

  Business Response

  Date: 11/14/2023

  At this time, your account does not show that dispute has been closed. If the bank has provided documentation to you that the dispute is closed, feel free to provide that document to us.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/20/2023

  
  Complaint:******* *

  
  I am rejecting this response because:  I called my credit card company today, they said the attached letter,

  should be enough. If you look at the middle of the letter, it says “At this time we consider your case closed”.

  This is the reason I am pursuing the BBB avenue of this dispute.
  there should be a attached letter to this response.

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 12/28/2023

  Good morning,

  We have reviewed your account; at this time, we have added $60 of in-store credit to the account. This credit can be used on any future purchases, simply select the credit during the checkout process. If you need any further assistance, please let us know.

  Thank you for choosing eCampus!

  Customer Answer

  Date: 12/30/2023

  
  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,
  
  **** **** 

  ***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:10/02/2023

  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.

  Hello, I placed an order through the website at eCampus.com via their Marketplace sellers section. It was for a used book in like new condition. The order went through and the next day they emailed to say it was cancelled due to irregularities in payment. I have used this exact same payment method and address etc on their site before with no problem. The email said to contact customer service if I had any issue. I reached out to *** M. (wasi 31) on their chat system since they have no phone service. *** let me know that there was nothing they could do. They can't re-instate the order, nor can they price match the exact same book they sell, their own used book, for the same price. The only option was to place another order, but I would be paying significantly more for a lesser quality book. They should make it right. Why cancel my order without providing a solution? I also asked *** several times if we could please talk with their manager, and they finally agreed to submit a ticket, but said we couldn't talked to the manager. They said it would take 1-2 days for me to receive an email back from the ticket. Not an acceptable solution. Thank you.

  

  Business Response

  Date: 10/16/2023

  Good afternoon ******,

  We apologize for the inconvenience this has caused you. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regards to what causes these cancellations, other than generic notifications. Unfortunately, we cannot do price matches for cancelled orders. 

  Thank you for choosing eCampus!
  
  

  Customer Answer

  Date: 10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: this makes no logical sense. How can you cancel an order (for no valid reason in this case), and then offer ZERO resolution? Bad business practice in my opinion.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/25/2023

  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.

  Paid $7.99 for expedited delivery. Date: Sept. 19, 2023. For a book, for an exam for school. Product (Book) arrived a day late!! (September 20th). Made (2) attempts to contact company. To no avail. They keep saying Product was delivered!! Their incompetence is unbelievable!! Never admitting fault that Product arrived LATE!! I AM REQUESTING MY $7.99 EXPEDITED DELIVERY FEE BE REFUNDED!!

  

  Business Response

  Date: 10/16/2023

  Good afternoon Roger,

  We have reviewed the order under your name that was placed on 09/14/23. The item you ordered had the availability of usually ships in 2-3 business days. The order did ship on 09/15/23 and was delivered on 09/20/23, according to UPS tracking 1Z29E3W5*********7. expedited shipping is 1-5 business days, therefore this order is considered to be delivered on time.

  Thank you,

  eCampus

  Customer Answer

  Date: 10/18/2023

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

• Initial Complaint

  Date:08/22/2023

  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 placed an order on 8/3/2023 for 3 book rentals (Order No. *******). Two of the three books arrived with no problems, but I still have not received the last book in the order. I began contacting their customer service people via chat on 8/14/2023, because the tracking information said that it had been shipped on 8/5/2023 and was sitting in the USPS facility in Bensenville, IL since 8/9/2023. Every time I contacting customer service, they would tell me that the book should arrive that day by 7:00 p.m. - they told me that same thing every day for 4 days straight. The tracking through USPS has not changed or updated the delivery status since 8/9/2023. On 8/18/2023, I asked to speak to a supervisor or manager, and they said they don't have a phone number, but they would put in a request for someone to call me, and I would hear from someone within 2 business days. It has now been 4 business days, and I still have not received a call from anyone. I asked them to please refund the rental cost of the book, and to remove it from the order, so that when the books are due back in December, I am not charged for not returning a book that I never received. (I have attached a copy of chat transcript from the last time I contacted them.) I rented these books for my grandson, who starts classes on 8/28/2023. We already had to rent the book from the university bookstore so that he has it when classes begin next week. It has been 3-1/2 weeks since the book shipped, and I still have not received it. I would like a refund and confirmation that the book has been removed from the order.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have revied order *******. As of 08/24/23 a full refund was issued for the item, back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you havge any furher questions or concerns, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

   
  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,
  
  ***** *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:08/18/2023

  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 book to this company on June 30th and have not receive the $35 I was offered for this book. I was told it takes 3-6 weeks to receive payment and it has been almost 8. I would like the $35 I am owed for the book they received.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  According to our records the order was paid out to the customer on 07/20/23. If you need any further assistance, please visit our help desk at **************************************. We apologize for any inconvenience or delay regarding this order.

  Thank you,

  Sell Back Books

• Initial Complaint

  Date:08/16/2023

  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 rented a book for the amount of $75. I returned the book in June in which it did have some water damage. In an email and live chat I was told from ecampus that I was to pay for the damages and I could also pay an additional $80 plus $12 in shipping and have the book sent back to me. I paid the $80 plus the shipping fee on June 28, 2023. I have not received the book today is August 16, 2023 and I was told from the campus that I would not be able to receive a $80 refund, just a $12 shipping refund. I was told I would not be able to receive the book after receiving multiple messages and chats as well as email saying that the book was being sent. Today I was told in a live chat it was not being sent for publisher reasons. I would like either the book back or the full refund I paid for the book to be sent back.

  

  Business Response

  Date: 11/14/2023

  Good morning ********,

  We apologize for any inconvenience or confusion regarding your rental purchase. The item you rented was return damaged, therefore, you were charged a rental purchase fee. This item is a rental only item, this is deemed by the publisher, not eCampus. We have refunded the $12 return shipping fee, since we cannot return the damaged item to you per the publisher. However, the rental purchase charge will not be refunded due to the damage of the item. If you have any other question or concerns regarding this matter, please visit our help desk.

  Thank you,

  eCampus

• Initial Complaint

  Date:08/07/2023

  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.

  Purchase date 7/29/23 I rented the 8th edition of Introduction to Hospitality and it was shipped on July 31, 2023. As per the tracking information, it should have arrived by August 8, 2023. However, I never received the book even though it was transferred from UPS to USPS and marked as delivered to the customer. Despite contacting the company, they suggested that I file a claim for the product. Unfortunately, I was unable to do so with either UPS or USPS as there was no insurance purchased. Upon reaching out to *********** again, they boldly advised me to file a police report. It is extremely frustrating that the company does not cover the shipping and requires the customer to file reports.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have reviewed your order. As of 08/11/23 a full refund was issued, back to the original payment method. If you need any further assistance, please let us know. We apologize for any inconvenience you may have experienced.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/26/2023

  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.

  I rented two books from two different websites for law school. I returned both books on May 5th 2023 after the semester finished. The book from the other company arrived on May 10th with no problem. I have a receipt from UPS saying the ecampus book arrived on May 10th as well. However, Ecampus kept sending me notices that the book had not arrived. I emailed costumer service and was informed that the book had arrived but was still being process. As the due date approached and I continued to receive notices that my book had not arrived I attempted to contact costumer service again. A month later, when I contacted them about the upcoming due date, they finally informed me that my book did arrived but it was damaged. They said that it was damaged at the spine. I did not send the book damaged. I sent both books in the same condition and the other book arrived undamaged and within a week. They had no pictures or proof that the book was damaged. I think they lost the book and then charged me for it by saying it was damaged. They charged me over $300, the full price of the book with no proof that it was damaged. I already paid half the book price for the rental.

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We this time we have decided to refund the rental damage charge in the amount of $249.99. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please contact us at **************************************. We apologize for any inconvenience this may have caused. 

  Thank you for being a valued customer!

  -eCampus

• Initial Complaint

  Date:07/18/2023

  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 6/29/2023 I found campus.com online to sell my textbooks to.they quoted me $42.50. I sent the books out the following day. I heard nothing for 10 days. I contacted them and 2 days later they sent me $1.25. I have spoken to online chat whom told me my textbook was damaged & I have to pay $12.99 to have it shipped back 2 me. WHAT?? IT was not damaged & the picture they sent me kinda looks like a coffee stain, which I don't drink. The won't answer calls to their office number or let me speak to a manager. I either want my $41.25 I'm owed & they quoted or it shipped to me free of charge since it was damaged by them or on the way.

  

  Business Response

  Date: 09/12/2023

  Hi *******

  Thank you for contacting customer support. The item received ISBN *************, was received with liquid damage. Per our buyback policy, any item received damaged will not be paid out. If the customer wishes to have the item returned, they required to pay the return shipping. This was explained to you by our customer service agent on 07/18/23. At this time the item has been recycled, we cannot hold items that have liquid damage in our facility. We apologize for any inconvenience this may have caused. 

  Thank you,

  eCampus