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:09/18/2024
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 study at *******, which uses Follett as its Bookstore administrator. On 09/01/2024 I bought two accesses to connect for this semester's courses. One access, the one for the Managerial Accounting course was for the wrong book and after talking to the professor, he confirmed that he had previously asked them to change the book before the start of classes but they didn't.I tried to contact Follett but to no avail. They sent me the connect to the book Managerial Accounting - **** **** 8th instead of the connect to the book Managerial Accounting - *** H. ******** ******* classes have started and I need access to study and do the activities. At the moment I'm using the free access, but I'm desperate and very upset because they don't seem to want to answer me or help me, practically ignoring a student who is also their customer. Please, I ask ********************** to give me the connect access for the correct book, the book that the teacher had previously requested to be available in the bookstore for this semester's course. If Follett cannot send me the access urgently, then I ask Follett to give me the money I paid for the access back so that I can buy the access directly from the website.
Business Response
Date: 09/24/2024
****** has been issued so Customer can purchase correct item.
Initial Complaint
Date:09/02/2024
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.
On 5/15/24 I rented two textbooks online from the ****************************** bookstore. Due to unforeseen circumstances, I was never able to make it to the bookstore in person to pick up my rented textbooks. They remained at the bookstore for the entirety of the semester. On 7/19 I received notice from the bookstore that my rentals are due soon. I called and spoke with an employee there who confirmed my order was still there and that it should not be an issue when the return date comes. On 8/3 I was charged ****** as a collateral fee for failure to return textbooks. I called the bookstore once again and spoke with a female employee and her supervisor who told me I would need to contact Follet directly and once again confirmed they had the books in their possession, because they were never picked up in the first place. I disputed the charge with my credit card company who denied my request for reversal of charges. On 9/2 I called Follet directly and spoke with a female customer ********************** representative who told me my issue will need to be escalated because they do not deal with rental accounts over the phone. I am being given the run around from both Follet and the St. ****** bookstore telling me I need to context the opposite party. Follet is holding onto ****** that is not theirs over textbooks that are in their possession. This is incredibly frustrating as I am in my last semester on college trying to navigate this wrongful loss of money as someone who depends on every dollar. I am extremely displeased with both the bookstore and their disorganized rental system and poor communication with Follet. I understand I signed an agreement to pay a collateral IF the textbooks were not returned. This is not the case, they were never picked up by me from the issuer and is STILL IN THEIR POSSESSION. I would like my money back please! Follet has their books.
Business Response
Date: 09/05/2024
A full Refund will be done for this. The Market Leader may be reaching out to you in regards to this refund. Please note it does take about 5-7 business days for the refund back to the ** you used at purchase.
Customer Answer
Date: 09/05/2024

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:08/28/2024
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.
I ordered through the school bookstore with authorization of my VRE counselor laptop has been 35 or so days and I am halfway through my first week of class no word on when Ill get this laptop. If Ill get the laptop vomit course has to go to go in or call every day to see if they have my laptop, this is ridiculous. Do you know when I was a child 30 years ago delivery was this fast I need this for my schoolwork. Im now driving to buy an iPad out of my own money despite my counselor taken care of being being perfectly willing to buy me a laptop I cant wait any longer and I cant waste the extra energy to go in my laptop or a desktop computer. Every time this is ridiculous. I just want a laptop or give me credit , and I will buy the dang thing
Business Response
Date: 09/05/2024
Can you please advise me of the Bookstore you have purchased lap top from, or an order number please. I will be more than happy to look at this for you.
Customer Answer
Date: 09/05/2024

Complaint: 22208674

I am rejecting this response because:
IM just answering a question from the business. Its at *************************. As of the delivery yesterday Im still waiting.
Sincerely,

*******************************
Business Response
Date: 09/05/2024
We have the Regional manager looking into this and working with the Store manager. One of them will be either calling or emailing you at the number and email address you left with your complaint.
Customer Answer
Date: 09/13/2024

Complaint: 22208674

I am rejecting this response because:
I couldn't find the previous email again to reply unfortunately but I'm replying to this email. I was contacted by someone from the school store who offered to order a different laptop that they had been able to get with no ETA. I first responded affirmatively to the order then after talking to my counselor, I ordered the laptop on my own dime to be reimbursed as I cannot trust or wait on
Eventually, I received my new laptop that I ordered straight from **** yesterday so I don't know how this makes this, but I'll not be buying anything from the school bookstore that I don't have to
Sincerely,

*******************************
Business Response
Date: 09/13/2024
I am sorry that you felt our response wasn't what you were looking for. We offered a different Brand Laptop because the one you ordered was on Backorder and vendor did not know how long it would be. I am sorry that you feel that you can't buy anything from our Bookstores. We did offer you a solution, and I am sorry it didn't meet your standards.
Initial Complaint
Date:06/15/2024
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.
I ordered from *************************** on April 20th. I received an email that the item shipped on April 23rd but that email did not include tracking information. I have never received the items order worth a total of $85.53. I have attempted to contact them via phone, email, and website message and have never heard back. I am wanting the items or a refund.
Business Response
Date: 06/17/2024
It was fulfilled in error, and was not shipped.
I spoke to the Mgr today and they are shipping the product today.
Customer Answer
Date: 06/19/2024

Complaint: 21855796

I am rejecting this response because: They did reach out to me on Monday via telephone and asked me about another pair of short as they ones I ordered are out of stock. There is not picture or anything of these sorts on their website. They did not leave a number and the number it came from doesnt let calls through I guess. I went to website to call back via the number they had on Monday. I left a message and still have not heard back any details.

Sincerely,

*********************************
Business Response
Date: 10/25/2024
When we issue a refund it usually take 8-10 business days depending on how the purchase was made. He has been made whole.
Initial Complaint
Date:05/31/2024
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.
My complaint is the balance of my bill. My first issue I had with ****** started in 2020 when the covid pandemic hit. I was forced to withdraw from my *************** in healthcare class. The class was paid for through a pell ****** and a loan that I received. In addition, the government offered additional funding to students that were affected, so ****** received additional funding. I notified that **** that the additional funding was supposed to be issued to me and he said otherwise. I was very upset with the school, so I dropped all my remaining classes. Fast forward to 2023 I decided to finish my B.S degree and re enrolled back to ****** with a remainder of 8 classes which was equivalent to 2 semesters. In my last semester, I was notified that I needed an additional class outside of the 2 semesters. I was livid however I wanted to finished school. Right before the class started I was advised that I had to pay for the class because ****** had used up all my pell grant ***** and I didn't qualify for a loan because it was only 3 credit hours. I'm currently on a payment plan. So now I have a balance of about two thousand dollars and was advised I would not receive my B.S diploma because I owe the school a balance. Had I known I would have put ***** aside.****** is a institution that preys on students who are eager to finish or elevate in higher education. Try do this by simply by not being truthful about the financial aspect up front. Once your program is completed, they come out of nowhere with hidden fees and also are extremely rude when asking for an explanation. They do not offer job placement as they promise and they promote this entirely. I also experience a diversity issue within the institution as well.
Business Response
Date: 06/01/2024
This complaint it to the school and not the Follett Bookstore. Please follow up with the school Financial aid department or the ******* for a response.
Customer Answer
Date: 06/04/2024

Complaint: 21786643

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:05/24/2024
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.
Subject: Complaint Regarding Faulty Laptop Purchase and Refund Denial Dear Sir/*****,I am writing to formally lodge a complaint regarding a defective laptop purchase from my schools online bookstore, ************************* College (****), and the subsequent denial of a refund.On May 19, 2024, I purchased a laptop from the **** online bookstore. The order was ready for pickup on May 23, 2024. Upon bringing the laptop home, I was eager to begin my classwork, but to my dismay, the laptop did not function properly. I spent several hours on the phone with the manufacturers customer support team, troubleshooting the issue. Unfortunately, despite extensive efforts, the laptop remained non-functional.Furthermore, I discovered that the laptop was out of warranty, meaning I would need to cover substantial repair costs out of my own funds. Following the manufacturers advice, I attempted to return the laptop to the **** onsite bookstore for a refund. However, I was informed that no refunds are granted for opened merchandise. This policy has left me with a defective device and a loss of ********* find this situation unacceptable as a consumer. The laptop was defective upon receipt, and I should not be penalized for a product that was faulty from the start. I request the BBBs assistance in resolving this matter and securing a full refund for the laptop.I appreciate your attention to this complaint and look forward to a prompt resolution.
Business Response
Date: 05/28/2024
Please know the Store Market Leader has been working with this customer: She did call us to let us know the laptop was not working. We asked her to call the company (HP)because the warranty should be good, and they will fix whatever is wrong with the laptop. She called back a day later to let us know that they will fix it, but it will take about a month before they can get to her laptop, and she did not want to wait that long. I let her know that she will receive a bookstore gift card(she used Pell ***** to pay for laptop). She refused that as well. She said she would contact someone else. We were working with her,but she wanted money. Something we could not do. When items are purchased with a Pell *****, the only way for a refund is a Store Gift Card.

Customer Answer
Date: 05/28/2024

Complaint: 21756098

I am rejecting this response because: I contacted the ******************************** & They Said Yall Indeed Have Authorization to Refund me My Money Due to Me Contacting Yall Less than 24 hrs of receiving this item, I am a Nursing student and cannot wait 1 month to receive my item back from the manufacture i do not have any other means to a laptop

Sincerely,

*******************************
Business Response
Date: 05/30/2024
We have spoken to Financial Aid, and they said they would reopen the account to make the return and the repurchase. It has to be done before June 4th. If done after that date Financial aid will be closed.
Customer Answer
Date: 05/31/2024

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. I will be in the office to make the return on Monday June 3rd since yall are closed today

Sincerely,

*******************************
Initial Complaint
Date:05/01/2024
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.
This has been going on for over a year since Ive bought products at FSU bookstore. Me and several other customers have been ordering products online and having it for store pick up. However, the orders are not being fulfilled in a timely manner, and the employees will not answer the phone ever. I thought it was by coincidence, but then after we viewing all the reviews, many other customers are having the same issue this stems from the manager at the top because this has been going on a long time. I went into the store to buy something on Saturday and solve the phone ringing off the hook and no one would pick up finally I went to purchase my items at the register , and there was a lady checking me out and then a young man behind her who picked up the phone and hung up immediately without answering the phone. I was dumbfounded and taken back by the whole situation and left without saying anything after I placed an order for three items that I found online this last weekend For store pick up. I have not gotten any updates. I have emailed them and called them and they will not pick up or answer. This is the worst customer ********************** Ive ever seen and I am not proud that they call themselves Seminoles because people like this do not need to be working at this store or be a part of any business , they dont take their job serious and obviously this is been going on for over a year so the manager has had time to read the reviews and respond. Obviously she has not changed any thing about the business. I would like this to be resolved by them, issuing me the items that I ordered , as soon as possible and calling me and telling me what theyre gonna do differently to serve their customers going forward if not, I will take my business elsewhere and I will continue to write negative reviews until they make a change at the top. I am so sick of these people and people that dont want to work or treat others with respect.
Business Response
Date: 05/16/2024
Thank you for your note, I apologize that it has taken me some time to respond. I have reached out to the Mgr at the *** bookstore as well as the Regional Manager and Group Vice Preseident. once of them will be reaching out to you by phone within the next 2 days.
Initial Complaint
Date:04/19/2024
Type:Sales and Advertising 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 February 9th Follet charged me $91 for an all inclusive access online textbook through the *************************** Bookstore. The textbook was not required for my class, meaning that I was wrongfully billed, and I never had access to it. I was billed directly through my university bill. I contacted my university, the bookstore, and the customer ********************** help line. Neither the university or the bookstore could be of any use without the help of Follet. After getting in contact with the company they informed me that they would not be able to refund the purchase. They are insisting that I pay nearly $100 for a mistake they made.
Business Response
Date: 04/22/2024

2339 Spring *********** STAT>1772>02 Statistical Methods INTRODUCTORY STATISTICS 10th Edition 01/07/2024 ******* *************** Fulfilled and Email Not Required ***** ****** - ******* WILFA - WILLO LABS ACCESS ************* 197926292913

The INTRODUCTORY STATISTICS 10th Edition is actually an eBook being accessed via Willo. The campus website course search shows this title is required, the below ISBN is the physical ISBN. The associated course charge was $91 and the student did not opt-out or drop thus the charge was applied on the Follett end, which gets communicated to the campus end and the campus applies it to the student account.

The school does indicate that it is a REQUIRED Course Material. Which at the time the student would have had to OPT in or OUT of using the product. Neither was done and that is why it was charged.
Initial Complaint
Date:04/17/2024
Type:Order 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.
The admission office provided the false information. They told me that the application fee was $200 which I paid but they failed to clarify that $145 was the registration fee, and needed to be paid ONLY if I commit. They told me it was part of the application. Once the confusion was discovered they promised to refund it to me but they didn't and stopped communicating with me.
Business Response
Date: 04/17/2024
The admission office would have to be the one to do this refund, not Follett. We only operate the Bookstore, we have very little to do with the admission offices.
Customer Answer
Date: 04/18/2024

Complaint: 21587634

I am rejecting this response because: the admission office is not responding

Sincerely,

***********************
Initial Complaint
Date:03/29/2024
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 am a former student of Las Positas College in *********, **********. When a student there, I made an online account for the campus bookstore for textbook/course material rentals. Alas, I graduated from there in 2020 and no longer want or need the bookstore account, alas there is no option on the site for me to delete/close the account myself, and my efforts thus far have proven unsuccessful. I first tried contacting Follett customer support, only to be informed that they cannot delete the account from their end. I then submitted a data deletion request per CCPA (California Consumer Privacy Act) on 09/24/2023 through OneTrust. On February 8th of this year at 8:06 AM, I received a OneTrust notification saying that my bookstore account (and associated data) had been deleted, until I tested this by attempting a password reset (which I received an email notification at 6:48 PM that same day, February 8th) and then I logged into the account using the same password that it had before I initiated the data deletion request, indicating that the account is still up and running and was not in fact deleted, contrary to what I was informed. The only data that ended up being deleted was my rental history for textbooks, which was the proof that I gave Follett for verifying that the account was mine. I then emailed Follett's privacy team respectfully requesting that they make things right and delete my account, alas they haven't answered me at all.Plain and simply, I want my Las Positas College bookstore account to be permanently deleted and erased so that my email address and personal information/data are no longer linked to it, and that it will cease to exist.
Business Response
Date: 04/04/2024
so I am unable to find anything under the email address or phone number listed . I first tried to find any rental account just in case, but if his rental details were deleted as he stated they were, then thats why nothing was pulling up for that. I also searched this email address in accelerator to see if I could pull up his efollett.com account but nothing came up under that at all. I went into OMS all the way back to 2017 and under the store number to see if I could find an old order of his to pull additional information but I only found one order under this last name and it was for a ****** using an entirely different phone number, email and address.

It may still be possible for him to have registered for an efollett account but he may never have actually placed any orders under it. I am now reaching out to our ecommerce team see if they can pull anything.
Customer Answer
Date: 04/05/2024

Complaint: 21506804

Hello,
Despite me having made an account (and forgetting about it until long after I graduated) I indeed never did make any purchases/rentals on the account per se. To the best of my memory, I rented the course books in the actual bookstore, and somehow linked the account with the rentals for a discount, which is why they showed up previously on the account, albeit no purchase history, and I stopped using and forgot the account after Spring Semester 2019. I hope this information will help.
What baffles me is, somehow there is still a login for the account and my name, email address and phone number are still attached to it, all of which should not be possible if it was all deleted (I do appreciate what youre doing though to help resolve this issue)

Respectfully,

***************************
Business Response
Date: 04/16/2024
Please note:
The eComm IT team was able to delete the account from *********************** via database script. Previously, the user was removed from RIM but not ***********************. It is now removed from all FOLLETT accounts.

Customer Answer
Date: 04/17/2024

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,

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

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Follett Corporation is NOT a BBB Accredited Business.