Complaints

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

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Follett Corporation has 68 locations, listed below.

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• 

  Follett Corporation

  3 Westbrook Corporate Ctr STE 200 Westchester, IL 60154-5728

• 

  Follett Higher Education Group

  2555 Northwinds Pkwy # B Alpharetta, GA 30009-2232

• 

  University at Buffalo Bookstore - Follett College Stores

  200 Lee Entrance Amherst, NY 14228

• 

  Xavier University Bookstore

  2766 Uc Main St Cincinnati, OH 45221

• 

  Follett Educational Svc

  4372 San Carlos St Dallas, TX 75205-2052

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:08/24/2022

  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 ordered text books for school totaling $208. The company charged me $15 for shipping. When they shipped the package they did not insure it so when the post office delivered it to the wrong address I was unable to get the package back or file a claim. I sent proof to the store that the package when to a totally different address but they say they cant help me , the post office said they cant help me. So now I am out $200. I even tried to get a refund from affirm with no luck

  Business Response

  Date: 08/30/2022

  I am working with the warehouse who shipped this item and will follow up shortly

• Initial Complaint

  Date:08/23/2022

  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 placed an online order for Adobe Acrobat Pro 2020 Windows software through my university's website (powered through Follett) on 8/20/22 for $174.95 (order *************). The instructions mention that a separate email is sent with download information (never received). The order status still shows as 'in process' and when I called customer support *************) on 8/22/22 I was advised that the wrong zip code was used (the correct zip code was listed in the order) and to place a fresh order. On 8/22/22, I placed a second order for the same software (order *************) and the status still shows as 'in process.' I again contacted customer ********************** support on 8/23/22 and was advised I would get an update/resolution within two business hours (nothing has happened thus far). I have requested several times that both orders be canceled since they were never processed anyway (this has not happened either). I want to ensure my card is not charged in the future, as I have already been patiently waiting for three days. I will be taking my business elsewhere.

  Business Response

  Date: 08/24/2022

  When I check the credit/auth log in SODA, I see no authorizations or charges for her at all.  When an order comes through to a DSV, it isnt charged until they accept the order and push the processing files to us.  That never happened, so there are no charges.

  We have been having issues with ThinkEdu, they have been unable to send us requested materials.  We are working with them to correct this issues.

  You have not been charged, so no refund would be needed.

  Customer Answer

  Date: 08/29/2022

   
  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:08/16/2022

  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.

  In late June I signed up for a class through my Bellevue college portal. There was The original class was canceled so I had to sign up for another class. Now this class added a charge for digital material. I did not pay for the digital material or at least I thought I did not pay for the digital material. A couple days later I received an email from a company Ive never heard of I called bright book or bright wyre or something and at the top it said that this did not come from Bellevue College. So I did not open it and I forwarded it to an employee at Bellevue College to see if this was spam unfortunately that person did not get back to me. I still had a charge on my account for digital material which I did not pay because I did not want the digital material thinking that would solve the issue. come to find out I have to pay that amount and this company is not gonna refund me my money because I didnt opt out. Why would I opt out of something that I didnt think I needed to purchase in the first place.? Does ******* force you to buy $100 bottle of whiskey when you shop there and say well if you dont want it come back and get your money in five days? The more I think about this the more I feel like this is a scam as they force you to purchase some thing you do not want. This bookstore is now owned by a Follett corporation which is why I am filing this complaint.

  Business Response

  Date: 08/18/2022

  Our Store Manager has spoken with the customer via email, more than once, and kindly explained how her ACCESS materials worked and that the charge was part of her registration fees which showed up on her school account. I am working with the College to resolve the situation. They told me today he is meeting with *********************** to discuss and make a decision on this student's request for a refund.
  
  He stated that someone from the school will follow up with the student to explain their decision. 

   

  This is a School issue and not a Follett issue

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17727001
  
  I am rejecting this response because: I was given the name of whom to contact at the school along with their email address. I sent an email to this person on Aug 22nd at 10:30 am and I have had no response. Until I hear back from the school, I cannot accept this response. 
  
  Sincerely,
  
  ***************************** ****

  Business Response

  Date: 09/19/2022

   

  I understand this students frustration, but this is not a Bookstore issue, this has to do with the School and what they are willing to do for this student.  We have also reached out to the contact and are also waiting for a reply

  
  

  Customer Answer

  Date: 09/26/2022

   
  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:07/27/2022

  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.

  Since October 13, 2021, there has been numerous inquiries made with staff of ************* Computer Store to determine repair status of Repair Ticket #****. Nine (9) months have lapsed since October 13, 2021, and this represents a complete failure to promptly and timely repair and return the subject computer in accordance with the terns of the warranty. While a "loaner computer'' was available for use during the repair time period it was only accepted as a temporary measure with the promise that the repair would be completed in a reasonable repair time period. The "loaner computer'' is not comparable to the subject computer and having to use the inferior machine for an extended time frame caused further inconvenience and hardship under the circumstances. Furthermore, many hours of personal time and effort were spent to address this matter.With this notice we hereby demand the immediate refund of purchase in the amount of $1,698.50, which represents one-half of the original purchase price of the subject computer ($1, ******) and the full original purchase price of the associated warranty ($499.00).

  Business Response

  Date: 07/28/2022

  Followed up with the Store Manager and here is her reply:

  I received the customer complaint letter and discussed the situation with ***********************. We both agreed that the right thing to do in this situation is to process the refund for the customer's computer at the amount requested in the letter. I have left ******************** several voice mails in an attempt to process the refund via debit / credit card to him. I did not have his email address before receiving this email. 
  
  I will send ******************** an email very shortly to inform him of our desire to resolve this situation via refund as quickly as possible. 
  

   

  We now have his email and will send him a message to let him know our desire to resolve this situation.

  Customer Answer

  Date: 07/29/2022

   
  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 provided that I received the full refund amount and that I have up to 30 days to return the loaner computer all of which has been relayed to the business and so I'll look forward to this matter being fully resolved in that time frame.
  
  Sincerely,
  
  ******************************* Iii

• Initial Complaint

  Date:06/29/2022

  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 been calling and emailing for about a week straight looking to get in contact with somebody from this company. Nobody ever answers the phone at all. I called maybe 6 times a day and leave multiple voicemails and email as well. Its always no operators are available or the extension is no longer available how is it a corporation but nobody ever answer the phone ???

  Business Response

  Date: 06/29/2022

  I am sorry that you are having so many issues

  You can reach me directly at ************.

• Initial Complaint

  Date:05/27/2022

  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 made a purchase from the *** bookstore online on May 7, 2022, order number **************. The item was a baseball cap. The item was $16.15 and the shipping was $9.50. I was not charged any sales tax for the item, because NJ does not allow sales tax on clothing. However, I was charged a shipping tax in the amount of $0.63. I believe that this is a mistake; previous experience and a little research revealed that NJ does not allow for a shipping tax to be levied on goods that the state deems non-taxable (clothing, in this case). I tried contacting *** bookstore's customer ********************** three times regarding this matter, but I received no direct response or explanation from the company's web sales department. I then appealed to PayPal for mediation, submitting all relevant information to them, but they found in favor of the *** bookstore, explaining only that my complaint was not a billing issue. I did also contact the *********** of ********* however, and with the same information, they determined that the *** bookstore was indeed in error and that I had a right to demand a refund from the seller. Therefore, I attach as supporting documents my email receipt, which clearly states that I was charged a shipping tax of $0.63, as well as the aforementioned email from the *********** of ********* If required, I would be happy to also send .pdf files of the ****10 tax publication and the official NJ Sales Tax Guide, documents which clearly support the Division's finding that the shipping tax is not applicable in this case and should not have been applied. I hope to receive a refund in the amount of $0.63, and more than that, I hope to bring this incident to the attention of the BBB so that no other consumers will be wrongly charged under similar circumstances.

  Business Response

  Date: 05/31/2022

  Upon being notified from the customer. She has been refunded the full Shipping amount of $9.50. Because we are not able to refund under $0.63 to a credit card.

  It was a tax issues that has now been corrected.  We are taking the time to make sure we review billing on online orders to make sure this extra charge isn't applied in error.

   

  Customer Answer

  Date: 05/31/2022

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