Complaints

This profile includes complaints for On Campus Marketing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Campus Marketing LLC

  3 Graphics Dr Ewing, NJ 08628-1547

• 

  On Campus Marketing LLC

  10411 Motor City Dr Bethesda, MD 20817-1008

• 

  On Campus Marketing, LLC

  305 W Commerce St Chambersburg, PA 17201

• 

  On Campus Marketing LLC

  1976 Host Road Fairfield, CT 06825

• 

  On Campus Marketing, LLC

  4630 Montgomery Avenue #300 Bethesda, MD 20814

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:11/05/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  What do I need to do for a refund? My son did not receive his Halloween gift box. Order #: W33331828771 . He attends ***************************.I have not received any tracking number or follow up as to when it will arrive. I also ordered a Final exam box. I want a refund on it also. I am disappointed in this company. I have tried to call for over two weeks without success. Please send this message to someone that can fix this issue via a refund asap.. I wished I had researched the company prior to spending my money!! OCM is a complete sham! No one answers the phone! They are a fraud!!!!

• Initial Complaint

  Date:10/31/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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,Im the parent of a student at ******************************** and received a letter from this company called OCM (Our Campus Marketing) promoting the purchase of care packages at the start of the school year.There was a bundle you could purchase for ****** which were to be sent out at different times of the year including one that should have been sent and received by today (Halloween themed).The letters actually had a return address for IIT, not OCM, but once theyre purchased it became apparent that this was not really being promoted by IIT itself at all, and Im not sure exactly how this company has the right to use IITs name? They aren't even located on the campus in *******, they're somewhere on the east coast (I guess?) Anyway, the first one was sent weeks late (even though it was called a Welcome Package it was way past the start of the semester) and then the next one was to be received by today. Nothing shows as even in process at this point and there is no answer at the companys phone given for customer ********************** nor anyone available in the chat on the website. It's apparent now that parents have been scammed. The contents of the so-called packages according to my son who received the first one, was also very sparse. And I have no indication they intend to send any more to him at all.I have now reported this company to the Office of Campus ******************* at IIT to warn them that this company is posing as a direct representative of IIT, and using its likeness (which is illegal without paying permission to do so!) and requested that they forward my email about this on to whomever else might be interested in preventing this company from posing as a representative of the university, when it is becoming clear that their real purpose is to scam parents! Thanks for your consideration of this issue. I would very much like to have a refund at this point. I no longer have any trust in OCM and will definitely warn other parents.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My daughter was registered to begin college at ************* in Fall 2022. On 8/13/22, I ordered the most expensive basket plan at $178.50 (order #W33331820596). I paid by check. On 9/3/22, before any baskets were even delivered, my daughter decided ******** was not for her, and came home. I immediately called OCM the next day on 9/4/22 to cancel my order. I received an email confirmation of my cancellation which read I would be refunded in the full amount. Needless to say, I never received my refund. I have called at least 3 times a week for the past 7 weeks without being given any set answer. At first I was told the check was cut and in the mail. Then I was told, the company was off issuing refunds for some unknown reason. I was repeatedly told the main supervisor does not have an extension and cannot be reached by telephone. I've lost count of the number of callbacks I was supposed to get, but never received. I spoke with someone named **** yesterday who stated they heard the company was starting to issue refunds again, yet there was no note in my account stating so. I am very close to retaining a lawyer at this point. I am also in the process of contacting "Better As Baccara", a news show that investigates despicable companies like OCM. I have never had such awful customer **********************. The absolute worst communication ever. I want my money refunded and will not accept anything less.

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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 July 8, 2022 I ordered a series of care packages to be sent to my daughter who was going to ************************. I paid $142.23, order number W33331672896, Ultimate Cheer Plan. This special that was being offered had a "free" "off to college package" that was included as part of the promotion. During the checkout process, you could enter different addresses for the packages if necessary. The first one, "off to college" was described as being a package that came to the house to surprise the student before going to college. I entered our home address for that package and then the college address for subsequent deliveries. The welcome package arrived at her college but she never received the "off to college" package as advertised. I first contacted the company via email on 8/18/22 asking about the missing delivery. After multiple emails with no one answering my question, I finally received a response about the off to college package on 8/30/22 from ********* stating "For the off to college it's not ship out probably after September 9/12 will deliver to the dorm room." I then received an email on 09/01/22 from *** stating "We are now processing the shipment of the Off to ************ Package in your order." On 09/28/22 I emailed again because the package did not arrive. I received a reply the same day stating it was being followed up. On 09/29/22 I received an email stating "the free "off to college" package will not be shipped as the order wasn't a ship to school type when the order was initially placed." (This makes no sense because this was never communicated and it also was advertised as the student could receive their package before going to college as a surprise, hence the name "off to college" and they provided an area for a different shipping address for this package.) I realize that this extra package was advertised as a special free offering but the company should not entice people with this offer and then not follow through as advertised.

  Business Response

  Date: 10/26/2022

  Hello Laure,

  At OCM we strive to provide our valued customers with an exceptional shopping experience and we are truly sorry we failed in providing you with that in addition we apologize for the confusion that has been associated with the off to college special from the information given and that there was limited supply. There is no excuse for fact that it should have been properly explained in the first call and given the discount off your welcome package which is what we have done today. A refund of $8.74 was issued 10/26/22 on the Welcome package. We want to thank you for bring the problem to our attention so we can use this situation to help prevent similar problems. If you have questions or concerns please feel free to reach out to our customer ********************** team at **************. Again we want to apologize for the inconvenience we have caused you.

   

  Thank you,

  OCM ************* Team

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 care packages to be sent to my daughter in college throughout the school year. I mailed a checked to the company the beginning of August 2022. My daughter has never received the "Welcome Package", so I called the company on Sept. 29th. The representative I spoke with verified they did indeed receive my payment and states the package was mailed the end of August. She suggested I have my daughter check the mailroom again. She stated if the package was not there, to call back and they would "take care of it". I verified with my daughter that the package was never received. I called back the same day (Sept. 29th) and tried to resolve the problem over the phone with a different representative. I was abruptly disconnected during the conversation. I don't think it was done intentionally, but I was growing frustrated. At that point, I sent an email to the company (Sept. 29th @ 3:15pm) to voice my concern. I received an automated reply stating I would be hearing back from a representative within 72 hours. Today is October 5th and I have yet to hear back from the company. I just want my money back. I have no faith in this company. On a side note. My daughter's roommate has not received her care package either and they both checked the mailroom at the college this morning.

• Initial Complaint

  Date:09/29/2022

  Type:Delivery 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 ordered the ******************* Package plan on August 1, 2022 for my daughter. My order number was W3331773416. I paid a total of $173.75. The first package was to arrive at move in time. My daughter started college on August 15, 2022. I finally received a shipping notice on August 31 and her last name was misspelled and her address was wrong. I called and was promised an expedited replacement would be sent. It was not sent so I cancelled the order on September 12, 2022. I have not received my refund check. I called and was told the refund was processed on September 14, 2022 and the agent promised I would receive a follow up email which I did not receive. In addition, this company is not affiliated with ************* as it claims it is and there was no welcome meeting where the care packages were distributed to help students meet new friends and not be homesick.

  Business Response

  Date: 09/30/2022

  Hello ****, 

   

  We would like to start with a heartfelt apology or the frustration this situation has caused, at OCM we strive to ensure students and their families have an enjoyable off to college experience. We are sorry we did not provide that for your family. 

  According to our records, the ************ Package was delivered to ** on 9/6, our partners at ** then distribute the care packages as they best see fit. It does appear the replacement order was sent to:

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

  ******************* Room 308 

  600 *****************

  **********, ** 24061

   

  The remaining care packages on your order were cancelled and refunded, however refund checks take **** business days to be processed and mailed via ***** We are experiencing a delay in this process as it is our busiest time of year. We will do our best to get the check to you soon. We will also send an additional care package to your daughter as an effort to make this right. 

   

  Sincerely,

  OCM Customer Care

  Customer Answer

  Date: 10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.   However, I still have not received my check.  Please send it as soon as possible.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/09/2022

  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.

  Date of transaction was 6/2/2022 for the amount of $103.20. I ordered the Ultimate Honors Plan care packages for my daughter ******************************* at *********************. This is a series of 3 packages and 1 welcome to school ************. She never received any packages. I called on three seperate occassions and they tell me "they are being delivered or were delivered" and she still hasn't received any. I would like to receive a refund.

  Business Response

  Date: 09/12/2022

  Hello ****,

  At OCM we strive to provide our valued customers with an exceptional shopping experience and we are truly sorry we failed in providing you with that. We understand how frustrating and upsetting this has been for what should have been a simple process for your child to get a nice surprise was anything but that. It is for this reason we have issued the refund for ****** on 9/12/22 and made sure it was completed with paypal which was the form of payment used please allow little time for this refund to show back to your account. If you have questions or concerns please feel free to reach out to our customer ********************** team at  **************. Again we want to apologize for the inconvenience we have caused you.

   

  Thank you,

  OCM ************* Team

• Initial Complaint

  Date:09/07/2022

  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 ordered and paid for products in early July (07/06/2022). A single item was shipped and two items were not. After waiting two months, I reached out to check the status. I received a message back that they were canceling my order. I called and could not confirm status of the refund or the amount. When they processed they kept the current price for the item shipped instead of the 30% discount that was part of the original order. They had my money for item that they could not deliver and their customer ********************** does not have the ability to help customers with their questions. I know the dollar amount is low on this item, but if it was higher dollar, this type of business practice should not be tolerated.

  Business Response

  Date: 09/08/2022

  Hello *******,

  At OCM we strive to provide our valued customers with an exceptional shopping experience and we are truly sorry we failed in providing you with that. In researching your situation we found that couple of your items were out of stock with the vendor and this was not communicated to you properly which led to all the understandable frustration which we can not apologize enough for. The records do show a refund was issued on 9/7/22 for the amount of ****** for the items that you did not receive please allow at least 5 business days for the refund to show back to your account. If you have questions or concerns please feel free to reach out to our customer ********************** team at **************. Once again we apologize for the inconvenience we have caused you.

   

  Thank you,

  OCM ************* Team

  Customer Answer

  Date: 09/08/2022

  
  Complaint: 17930018
  
  I am rejecting this response because:
  
  

  You have charged me full price on the item that was shipped instead of the 30% discount that I used when I made the order.  This is deceptive and immoral practice.  If you are charging the full price, then refund me the current full price.  The item you say is unavailable is still listed on your site for sale.
  
  Regards,
  
  *************************

  Business Response

  Date: 09/09/2022

  Hello *******,

  Please accept our apologies in wanting to respond right away the information showing was the refund for $136.37 there was another refund request that was processed it was not visible at the time of our response that was for ***** which with both refunds equals to the entire order. Again we would like to apologize for the confusion in trying to make sure you received a timely response . Please feel free to reach out to us with any questions or concerns.

   

  Thank you,

  OCM ************* Team

  Customer Answer

  Date: 09/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/12/2022

  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.

  On July 15, 2022 I placed on an online order for a bedding package for my son's entry into college dorm life. I set up installment payments through OCM and they pre-authorized $200.54 on my credit card and have thus far charged $33.42 with another $33.42 to be withdrawn on August 14, 2022.
  
  The package was due to arrive on July 27th. It never did. After multiple phone calls to OCM I received many different answers from different customer service people. None of the customer service people work in an office for OCM. They are all 'at-home agents' working for multiple companies. Each person promised a new delivery date.
  
  Each time I spoke to a customer service person I told them I will be driving my son to college on August 17th. I was assured the package would arrive by August 9th. Today is August 12th and now I am being told it will arrive by August 18th, end of day.
  
  The customer service person offered that when the package finally arrives at my house, I am to go to FedEx and return it to their warehouse. Then, when it arrives, 3-4 days later, they will start the process to refund my money. I live in a rural area, two hours from a FedEx office. I can't spend money on gas.
  
  I want my money refunded and I want all future installments to cease immediately. If the packages EVER arrives at my house, I want to be able to keep it and give it to my son on Thanksgiving break. We now have to find a store for all his unique dorm bed size sheets, and all the towels, comforters, and other things I ordered. This is a hardship. This company sells to thousands upon thousands of families at multiple colleges. Their customer service department and the company needs to "eat this order" and scrap their labor intensive "return policy" on this order. I never received the package after a month from ordering it--there is no return I can do.

  Business Response

  Date: 08/15/2022

  Hello *********,

  At OCM we strive to provide our valued customers with an exceptional shopping experience and we are truly sorry we failed in providing you with that. After having the chance to look into your situation we can not apologize enough for all the trouble. Here is what we like to do if its ok with you we can have the order shipped directly to your child at school and we will expedite it. Also we can arrange to have the order that is arriving later at your home picked up by FedEx all you have to do is respond with days and time frames that will work best for you and we will take care of it and if you let us know if its ok to send the order directly to your student. If you have additional questions or concerns please feel free to reach out to our customer service team and again we apologize for the inconvenience we have caused you.

   

  Thank you,

  OCM Customer Care Team

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My son will need bedding, towels, etc. on Wednesday the 17th. That is two days from now....48 hours. I definitely do not believe the company is going to expidite the order to arrive AT HIS DORM ROOM on Wednesday. I was told over a week ago that and expidited order was coming and it never did. Sorry, it is highly unrealistic to expect the order in two days. I needed to buy bedding, towels, etc. on my own and have already spent more money to provide for him in two days.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ********* ***

  Business Response

  Date: 08/19/2022

  Hello **********

  In waiting for the chance to respond back to you we were able to process a refund for you on 8/15/22 for the amount of 200.54 so you could get the items that you needed that would not arrive on time. Also we will gladly set up a FedEx pick up to send the order you do not need back to us. If you could respond to this message or contact our customer service team with days and times that work for you as well as any special instruction we will get it scheduled right away. Again we are very sorry for all the trouble we have caused you when moving a student to college is stressful enough.

   

  Thank You,

  OCM Customer Care Team