Business Profile

Textbooks

Follett Corporation

Headquarters

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Complaints

This profile includes complaints for Follett Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:03/12/2025
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 have been waiting for a refund for an item purchased from Folletts College of DuPage Bookstore. This item was for online access code for Cengage Learning: MindTap for ******* Understanding ICD-10-CM and ICD-10-PCS: A Worktext, 2024 Edition, 2 terms Instant Access.The code has never been used. On 2/17, I received an email from the bookstore stating this was an oversight and I would be receiving the refund. I have not received a refund.I sent emails requesting a refund on 1/28, 2/2, 2/11, 2/15, 2/17, 2/18, 2/24, and 3/12.I made online requests for refund using the bookstore online feature on 2/17 and 3/12.
Customer Answer
Date: 03/17/2025

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. A refund has been provided. My issue is resolved and my complaint can be closed.

Sincerely,

******* ******
Initial Complaint
Date:03/11/2025
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.
On 2/13/25 I ordered some items through the online bookstore at my college which was run by Follet (the physical location was closed in March). The total amount of the order was $633.62 from which I used my book credits (totaling $660) to pay for the entire order. Shortly after extraneous charges were made to my card which I did not authorize. So not only do I no longer have access to my book credits at all (due to the store closure), they also took money from me! In total they took about $710 from me, when I only agreed to pay $633.62. On top of that, many of the items were cancelled and not delivered, how convenient! After contacting their support they informed me that they would follow up with me which they NEVER did. I have called about 3-4 times over the course of 2 weeks with no resolution to my problem. The order was placed nearly a MONTH ago. Customer ********************** refuses to provide a meaningful solution over the phone and are indifferent about the money they stole from me! I have no way of going to the physical location because it is closed, and customer ********************** refuses to respond to me. Follet is a scam: they gladly take your money and then refuse to provide customer **********************. Do not do business or shop with this fraudulent ************************* resolve this issue I want a refund ASAP.
Business Response
Date: 03/25/2025
Please give me a few days to look into this and see what we can do for you.
Customer Answer
Date: 03/25/2025

Complaint: 23049414

I am rejecting this response because it does not offer a solution or mention the problem at all.

Sincerely,

***** ********
Business Response
Date: 03/26/2025
We are trying to figure out if customer received a disbursement from the school. This is hard because we no longer are at that bookstore. We are reaching out to the school.

Customer Answer
Date: 03/27/2025

Complaint: 23049414

I am rejecting this response because,
I called and spoke with a customer ********************** representative, who informed me that the records for the store are no longer available. How can the school address this problem, if it is not their fault? Unfortunately, you cant just charge my card and take my money and then use YOUR lack of information to justify a purposefully delayed response. Why only now is the school being contacted? Furthermore, I have not received any disbursement. I expect a prompt resolution and an explanation on how this issue will be rectified.
Sincerely,

***** ********
Initial Complaint
Date:03/06/2025
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 purchased an item online and this is verbatim the Return Policy language: "While returns by mail arent the preferred method, we understand not everyone who is a fan is close by. If you do need to return/exchange your product by mail, please follow these instructions:"This implies that there is a way to return the item in person. However, when I went to the official bookstore to return the item the return was denied. I was informed that some items can and others cannot be returned to the store, just depends on whether the store is carrying that specific item at the time. Now I'm having to pay for shipping anyways to return the item to the Follett warehouse. The Return Policy language is clearly misleading, and I would have reconsidered purchasing the item if I knew this was going to be the case. Perhaps not all of their merchandise can be returned in person, fine, but then the shipping should be covered for those items. This is completely unacceptable.
Business Response
Date: 03/21/2025
A refund has already been issued, and we will be sending you a refund for the shipping charges
Customer Answer
Date: 03/25/2025

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,

Yuri Gloumakov
Initial Complaint
Date:02/26/2025
Type:Service or Repair 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.
Hello. I'm not sure if this is the correct company for ****************** Colleges but this is the company I was lead to from our bookstore. I purchased a book which I thought was a physical book which turned out to be a "digital" book. All digital books I have ordered have came to my email with the sign in information for that text book. However this time I was mailed a receipt. Which later I was told that the receipt should have came with a scratcher ticket that shows my digital access information. I thought I ordered a hard copy book. Since it says buy brand new from our book store, however the paper came instead. I instantly wrote our bookstore about it by email. I have been calling and emailing with no responses. Today I finally spoke with someone and they stated that I would have to report purchase my book if I lost a card that I never knew was being mailed to me. All, every single digital product, I have purchased for school outside of this bookstore have came to my email with credentials for me to access my books. I have never had this problem and the advertisement of this way is horrible and misleading students. Possibly fraudulent is they are making students re pay for a service they have already paid for. I need this company to remodel the advertised methods on students bookstore methods and clearly state the method of which they are purchasing and receiving the item being sent because the advertising method at the moment is very misleading to us.
Business Response
Date: 02/27/2025
We were able to get a replacement product code to her.
Regional manager reached out and spoke to customer. She still needs to work with her instructor and possibly the access code provider, ******, to gain full access to the content. Our *** just sent a follow up email offering further assistance in connecting her to those resources if necessary
Initial Complaint
Date:02/21/2025
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 purchased 3 electronic textbooks for school. I didnt have access to one of them for over a week and it required me reaching out to the company to resolve this issue (apparently this isnt unheard of). In the process of giving me access to that book, they returned one of my other textbooks. I needed this book for assignments due that week. I called their phone number and emailed them back. It took 2 days to hear back (via email). Their first response was please let us know if this was done in error even though my email very clearly stated that this was an error on their part. It was very frustrating and unprofessional given that I was on a time crunch with assignments due. I repeated my response that this was an error on their end and I needed it fixed right away. They responded back that since it was returned, I needed to reorder the book (at my own expense). I said I would not do that and I needed to speak to a manager and I needed someone to call me on the phone, rather than communicate over email. 3 days later they said they would refund me. That was February 11 and I haven not received a refund.
Business Response
Date: 02/24/2025
I have checked with the store manager, and our records indicate that a refund was done on 2.7.2025
Our agent reached out again on the 10th to the store as the customer wasnt seeing the refund to their account but the store manager also confirmed it was issued.
Initial Complaint
Date:12/03/2024
Type:Service or Repair 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 experienced just the worst customer ********************** ever in your store located at **********************. The employee's name was ******. The time and date of the transaction was 12/03/24 at 2:03 PM. It was Follett Store 0466. First of all, ****** is very unprofessional. He was talking to a group of his friends the whole time he was at the register instead of being attentive to addressing customer needs. I have met a more nasty and arrogant person than this individual.I paid $14.84 for a wallet. He never gave me a bag. He just slammed it in my hand with an evil stare. He took his own time giving me a receipt. In fact he put the receipt on the counter and not in my hand. It was ridiculous. ****** was the most ignorant employee at any corporation I ever encountered. ****** is a poor reflection of Follett. I will never deal with Follett or shop in their stores again after this interaction.
Business Response
Date: 12/18/2024
Please know I am contacting the Store Manager and Regional Manager to see if we need to do some more Customer ********************** Training.
If you are looking for a refund, you are able to go into the store and ask for the Manager.
Initial Complaint
Date:09/27/2024
Type:Order 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.
************************** Follett Bookstore has been receiving funding for my textbooks for the past 3 years and when I come to the bookstore to retrieve the textbooks, they never have them ready, make excuses regarding the money they receive for my textbooks from the outside resource that has been paying for both my tuition, textbooks, materials and supplies. I understand completely you have thousands of students who need the same thing handled and they receive their materials in a timely manner because their textbooks are covered by financial aid, but to steal my money every semester or not give me the textbooks that are paid for on my behalf every semester, resulting in me having to pay out of pocket to cover textbooks that you received $1000 per semester for, is pathetic and heartbreaking because it affects my education, it affects me receiving funding in the future and I cannot afford to pay out of pocket every semester for textbooks because I have bills. i do not live on campus, I rent my unit and have bills and children to take care of.
Business Response
Date: 09/27/2024
Please know we are looking into this. I show orders under your last name-Jones, is this correct?
Customer Answer
Date: 09/27/2024

Complaint: 22347614

I am rejecting this response because: They know my legal name is Andrews and my account in their system is Jones Andrews and not just Jones. this is just another excuse to go around this issue at hand and instead of responding that they will do whatever it takes to make sure I have my textbooks or refund me the money I had to pay out of pocket for the same textbooks that they have been already paid for by Vocational Rehab to cover my educational need. For 5 weeks, I have been winging coursework, assignments that require me to read the textbooks, materials for lab, supplies to write on and for 5 weeks, I have been coming into the bookstore stating the same issue that I mentioned on here that should have informed them who I am because only two students besides myself was approved for the funding through the outside resource and they have not been dealing with what I am dealing with and received their textbooks without any issues or excuses from this same bookstore.

Sincerely,

Decarya Andrews
Business Response
Date: 10/25/2024
Hello,
We never denied any service to Ms. ******* like ******** said her the previous email, I can't tell why it happened three years ago because I been in the store for a year only. In the Year I've never received anything from vocational rehab and if she is being charged for textbooks before is because the university is part of the Follett Access program. I think she has an issue with the staff at the store, and no matter what we explain to her, it isnt good enough.
Customer Answer
Date: 10/26/2024

Complaint: 22347614

I am rejecting this response because: my name is not Decaryra its Decarya and
I did not drop classes. I had to drop **** 1010 because I needed that interactive textbook to do my all-required work from quizzes, homework, discussions and assignments for that class. I am winging it in my other four classes because they refuse to give me my textbooks that vocational rehab has already sent them $900 for. I ended up having to pay $363 out of my rent money and car note to pay for one textbook when I cannot afford to pay for the others and ******* purpose of me receiving outside services is because the college TSU has failed to provide me a legally documented disabled student with the textbooks, materials and support I need to be successful as a student and the textbooks were already paid to Follett TSU bookstore as well as materials and supplies and for that lady to lie on me saying that I have not been responding to her when she never reached out back to me and i will enclose the emails I have been sending. I am in 7 to 10 weeks courses and none of my book bundle courses books have been available to me and none of the textbooks that I have to retrieve from Follett has been available to me either. I have witnesses from my BIOL 2010 professor who gave me 14 days access to the book and I had to rush through the 10 chapter book to get a good grade in her course and she can contest to the fact that she even contacted the bookstore to see how long it would take for the manager to retrieve this so called PO code they been looking for when my vocational counselor has informed me that the other students has not had this issue and she does not know why Follett TSU bookstore refuses to assist me in my textbooks and I had to be a vendor to get reimbursed for books I had to pay out of pocket because Follett TSU has been stealing the money sent to them for me. It has been 10 weeks and I had no choice but to drop the **** 1010 course because I was so behind on my work, and it would have been a struggle for someone who has Dyscalculia and other legal documented (that *** has the paperwork and the reason I receive vocational rehab services and the office of disability services) learning disabilities to try and rush through the course.
Sincerely,

Decarya *******
Initial Complaint
Date:09/26/2024
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.
Follett runs the ***************** Official Team Shop (***************************). An order was placed online on 9/9/24. Their online shipping policy states that orders will be received in 4-7 days. After 8 days I began emailing to find out the status of the order as it was immediately moved to In Process with no movement. The response to each of my inquires were that the order has been moved to In Process. No additional information was provided even when I asked for additional information. I asked for someone to contact me via phone and was refused. They indicated the issue had been escalated, however no further movement has been made on the order and the response remains its been moved to In Process.
Business Response
Date: 09/27/2024
This customer order is waiting to be filled... we are still working through the ***** orders that are from the 75% off sale. After looking at the inventory on hand looks like we are going to be able to only fill 2 of the 7 items. I have called the customer to see if they would simply like to cancel the order and are waiting to hear back from them.
Customer Answer
Date: 10/08/2024

Complaint: 22345991

I am rejecting this response because: I was unable to replay to the last response from BBB in the 7 days and the complaint with this business remains unresolved. The response from the business to the BBB was insufficient and only stated why the order was delayed. The order has been cancelled by the business, with no reasoning given as to why the order was cancelled. Further, the items ordered are now available at fill price on the site. While the business did contact me, they indicated the order was being shipped on the date of contact (9/27), however no shipment was sent, or received. I reached out on 10/7 and inquired and was told the order was lost and the items would be reshipped. While a label was created for the shipment (with ***** the package with the items has not been received by *** indicating the shipment has not shipped.

I am requesting the complaint be reopened.

Sincerely,

**** *****
Customer Answer
Date: 10/11/2024

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,

**** *****
Initial Complaint
Date:09/26/2024
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.
On 9 August, 2024 I ordered a logo baseball bucket hat from the Hog Heaven Team Store. On 11 August, 2024, I received the package, but it contained the wrong item. Instead of the hat I received a small travel bag. I contacted their customer ********************** and told them instead of repackaging and returning the incorrect item I would pay for it and they could send my original order. After some delay they told me I would have to place an order for the incorrect item and when I had done so they would send my original order. I thought this was a lot of trouble for a problem they had created, but decided to do so. When I started to place the order I discovered the price of the item was $85.00 as opposed to the $42.50 listed in the incorrect order I received. I told them that even though I was not legally obligated to pay for the incorrect order, I was not looking for something free and would pay the listed price at the time I received the order, but no more. After some time they said I could place an order for the incorrect item or return it. When this happened they would ship my original order. I finally said to either ship my order or refund my money. Today I received a response from them repeating again that I had to place a new order for the incorrect item or return it and they would then release my original order. This has been going on for six weeks and I have emails to confirm everything I have said. I dont think it is the customers responsibility to clean up the mess made by the business.
Customer Answer
Date: 09/27/2024

Better Business Bureau:

The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.

Sincerely,

**** *******
Initial Complaint
Date:09/23/2024
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 rented books from Follett Bookstore from ***************************. I returned the books in same condition I received them in. However they were late, The Follett tried to charge my card $600 and my bank declined and flagged as fraud and issued me a new card. Follett turned over to a ****************** who is hounding me about books the bookstore has in their possession.
Business Response
Date: 09/24/2024
Store Manager has reached out prior to this complaint and asked for any type of tracking number, and student has not yet provided one. Bookstore does not have any record of the return of the books.
I am asking now, if you could please submit the tracking number for your return shipment, credit card statement, or anything that would helps us track the shipment.
Customer Answer
Date: 09/24/2024

Complaint: 22327531

I am rejecting this response because: Here is The **** Tracking Information. I am sure you have a procedure for checking books back into the system, So you would know that the same books I rented were returned as they have a number.
The only resolution is to adjust my bill to 0.00 and remove it from Collections.

Sincerely,

****** ******
Business Response
Date: 09/30/2024
We have cancelled the collection, Mgr has reached out to customer.

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Follett Corporation is NOT a BBB Accredited Business.