Complaints

This profile includes complaints for Cengage Learning, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cengage Learning, Inc. has 9 locations, listed below.

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  Cengage Learning, Inc.

  20 Channel Ctr St Boston, MA 02210-3402

• 

  Cengage Learning, Inc.

  5191 Natorp Blvd Mason, OH 45040-7104

• 

  Cengage Learning, Inc.

  7625 Empire Dr Florence, KY 41042

• 

  IChapters.com

  Oakland, CA 94607

• 

  Cengage Learning, Inc.

  500 W 7th St Ste 1300 Fort Worth, TX 76102

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:09/23/2023

  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 was told by the professor I was required to purchase mindtap from cengage. I clicked the link provided in the syllabus but it did not offer mindtap.********************************************************************************************************************************************************** So I kept asking the professor which one to purchase, and he just copy and pasted the same syllabus. So i went directly to Cengage website and purchased the book through the **** provided. When trying to open assignments through Canvas, only error messages would pop up.So I contacted my professor again and opened an IT ticket directly to their site for support.Nothing came from the ticket.I then contacted a cengage employee from the syllabus, also did not help me.So I purchased a second access code in attempt to access my assignments. I then messaged my professor and cengage employee that I repurchased and the assignments where opening, but I needed a refund; the employee again was unhelpful and didn't read my message.My professor also was unhelpful. I tried talking to a live agent or creating a message about my issue, and it would not let me speak to anyone or leave a note on my ticket issue for a refund. I would like $162.38 refund for the access code I did not use.

  Business Response

  Date: 09/27/2023

  ******,
  We deeply apologize for the issue you are experiencing. Reviewing the link you provided from your instructor, it is  a link to the hardcover textbook only on Amazon. If you are only in need of the physical textbook, you are more than welcome to purchase from Amazon as this is an old edition book that we no longer have stock of.
  
  However, I do see your Mindtap purchase on your account. The reason you are unable to use this now (or see your instructor led course) is because you have not yet linked the course to your Cengage account.
  
  We are more than happy to assist you with this matter in getting your course linked to your account or provide a refund if the Mindtap access is not what your instructor will be using for this term.
  
  Please contact us at ************ with your instructors name and email, referencing case number ********, so we can further assist in finding the correct product you need and set you up for success!
  
  Thanks,

  Cengage Customer Support
  

• Initial Complaint

  Date:04/21/2023

  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 have had a horrible semester dealing with Cengage in my class. I have called numerous times with no successful help. So, we are at the end of the semester, and I have not been able to complete virtual machine labs. In fact, one customer support representative thought my instructor may be understanding the issues and be accommodating due to the issues. I am disturbed that I would be expected to negotiate the expectations of a class. I have spent hours with no solutions. What a horrible experience. I am extremely disappointed being a student and the platform is preventing me from successful learning in my class. This has been an incredibly stressful experience! Thank you, Cengage! I have called at least 6 or 7 times and talked to various CSR's and had no success in completing virtual machines. I have been asked to meet with my professor and ask for consideration. I have been asked to use a virtual keyboard. I have used various computers with no success. I have been told twice that they could not help me because that was part of the lab to type the information correctly. I have felt patronized and one rep acted as if I was not pressing the correct keys, When I type on a Windows *************************************************************** the machine. I was told at one time to use a virtual keyboard. I was told to change the keyboard in settings. I was told other students are able to complete them with success. I did not receive responses when things were supposed to be fixed. I have used numerous computers and keyboards with the same results. I have not been successful with the course but have identified that it is likely a windows 11 issue and/or a mac os issue using Chrome.

  Business Response

  Date: 04/24/2023

  **********************,
  Our apologies for the issues you are experiencing utilizing your digital product.  Earlier today, we did have a member of our Technical Support team reach out to you again with an update on their activities.  They were able to diagnose the issue and are working to get it resolved for you.  We hope to be able to provide another update to you on your ticket with us soon.
  

  Sincerely,

  Customer Technical Support
  

   

   

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:04/19/2023

  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.

  I am college professor and for my class I ask the students to buy the access code from Cengage for their course. Each student paid $100 this semester to have access to the homework and textbook for Discrete Math.During the semester, I found, together with my students, 4 questions wrong (either the solution or the text of the problem) in their edition. I submitted the problems to Cengage, they fixed them, but I asked for 50% refund of the access membership for each of my 26 students, but they refused to do anything. They offered a pizza party for the class. It is not a celebration, these students paid for a course from which they wanted to learn, not to get confused with the mistakes they didn't catch before launching the course with full fee membership.

  Business Response

  Date: 04/24/2023

  Symona,

  Thank you for providing us with an opportunity to review your feedback and make things right.  We are reaching out to your impacted students this week to work through an accommodation for each one.  The grading issues your class encountered in the Fall were unusual for us and not in keeping with Cengage standards.  We appreciate the opportunity to do better.

  Sincerely,

  Customer Support
  

   

  Customer Answer

  Date: 04/25/2023

   

  I requested a partial refund to the student fee, is it possible to do that?

  I am not going to use Cengage for this particular course, because I don't want to put my students to pay for a platform that has errors in it.

  
  Regards,

  ******

   

   

  Business Response

  Date: 04/26/2023

  Yes, we have reached out to students to assist them with partial compensation.

  Thanks,

  Cengage Support