Complaints

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

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  eCampus.com

  2373 Palumbo Dr Lexington, KY 40509-1047

  
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  eCampus.com

  2415 Palumbo Dr Lexington, KY 40509-1116

  

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:03/19/2025

  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.

  Order #******** I purchased a Book on Secured transactions for $167.46 on 8/19/2024. I then returned the book. The book was not in the best condition. But they said I did return it. Next thing I know they post order #******* without my permission for $341.32 again for the secure transactions book. I do not know how they generated this but I did not order this! I just do not want to owe anything to this company. I do not want any money I just do not want to be scammed and told that I owe money for a book I already returned. I keep getting emails saying I never returned the book. I did return the book and I sent customer service proof with a direct request.

  

  Business Response

  Date: 03/26/2025

  Good morning ******,

  Thank you for reaching out regarding this matter. We have reviewed your account and see that the item was returned with thee 30 day return period. Therefore, at this time, we have issued a full refund for the rental purchase charge in the amount of $175.58 back to the original payment method. Please allow 3-5 business days for the refund to process and post. We sincerely apologize for any inconvenience this may have caused you. Please let us know if you need any further assistance.

  Thank you for being a valued customer! -eCampus

  Customer Answer

  Date: 03/28/2025

  
  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,
  
  ****** ****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/06/2025

  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 a required textbook (12/20/2024) from my school for a class, but the school had made a mistake and had the wrong book listed. I received the textbook 1/3/2025 and I asked my instructor if I had the correct book for the class because upon receiving the book (which was labeled math 65) I was taking math 95. I then received an email from my school stating Ecampus would accept the returned textbooks. I returned the brand new textbook back to ecampus and they received it 1/15/2025. I called them to see when my book would be refunded and they said it could take a few weeks. I tried contacting customer service last night and was not able to get though, so they sent me an email today stating my textbook was sent back in used condition which is a lie, it was returned in the condition I had received it. They now want to charge me to ship it back. It seems as though they are scamming people this way since there are so many similar complaints from other students.

  

  Business Response

  Date: 03/10/2025

  Good afternoon *****,

  A full refund was issued for the title you returned on 03/05/25. If you need any further assistance, please let us know. Thank you for being a valued customer! -eCampus

• Initial Complaint

  Date:03/05/2025

  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 rented a text book from the website, and I didn't receive it. There's been a *** delivery issue. Even though the *** provided a photo for proof of delivery, but I don't have access to it. This should be a delivery problem between the seller, which is eCampus and ***. I shouldn't be responsible for this. I got a refund of the rental book since I didn't receive it. But now they are charging me for not returning the rental book.

  

  Business Response

  Date: 03/10/2025

  Hi *****,

  We have reviewed your account along with the account notes regarding this matter. We did open an investigation with *** regarding the delivery of your order. *** confirmed the item was delivered to the correct address and closed the investigation. If you package was stolen from your residents, you were advised to file a police report and share that report with us, so we could take further action. We have not received any documentation of this, therefore, there is nothing further we can assist with. If you have any questions or concerns, please contact our customer support team or visit our help desk at **************************************.

  Thank you,

  eCampus

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service 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.

  In December I have returned two books that I have borrowed from eCampus. After a week or so, when the package arrived to their place I was informed that one of the books was „damaged beyond repair”. I have not even used the book once since I dropped out of the classes. They were in perfect condition. They have sent me a blurry picture of „the booked that I returned” showing it was damaged. Have no clue where they took that photo from. They charged me $199.95 in addition to my rental price. Anyway, I was too tired to go back and forth with their awful customer service and let it slide. Well, we are now in MARCH, I have checked my bank statement and saw ANOTHER charge of $95.94 from them. I never received any email or anything so quickly logged in to the account in their site to see that they charged me for the second book that I have returned with the other one in December when they back then informed me that „one of the books I have returned” was damaged. I only borrowed two, so if ONE OF THEM was damaged, means they received the second one too. Plus, how can they charge so many month after the fact?! They are scamming people left and right and I will be looking into other victims of this fraudulent company.

  

  Business Response

  Date: 03/10/2025

  Good afternoon ********,

  We're so sorry that this has happened. We have reviewed your account and have issued a full refund of $95.94, back to the original payment method. Please allow 3-5 business days for the refund to process and post. If you have any additional questions or concerns, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:02/26/2025

  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.

  I listed and sold a legal textbook on the ***********. The book was sold on around January 14. Payment was supposed to be made within three weeks. It has now been 7 1/2 weeks. I have received no payment. Additionally, I have reached out to payment support on at least seven occasions and have received no responses. I have attempted the chat feature and they claim they cannot access the account and in one case someone claimed first time sellers need to wait longer for payment. After their commission, I was supposed to receive a payment yet I have no information their customer service is elusive and their answers general and broad but yet when I reach out with my specific emails, they do not respond. They owe me $164.24 . I have screenshots of the transaction for the sale of the book, the confirmation that it was processed, and verification of the amount they owe me. These attachments can be sent to you for supporting documents. I also have all of the unanswered emails in which they said they would respond within 24 hours and have not and lastly, I have chat transcripts from yet additional waste of time on my end trying to get resolution. If I had checked their ratings prior to listing my book on their ***********, I would not have done so.

  

  Business Response

  Date: 03/10/2025

  Good afternoon,

  Thank you for reaching out regarding your seller account. Since you were a first-time seller on ***********, your account was subject to the 30-day qualifying period. That 30-day period ended on 02/16/25 and the order was paid out on the following week 02/28/25. If you have any additional questions or concerns, please let us know.

  Thank you for being a *********** seller!

  -eCampus

• Initial Complaint

  Date:02/21/2025

  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 returned a textbook - it took too long to arrive. It was ordered on 1/1/25 and received on 1/18. I immediately submitted the package for a return. ecampus has verified that they received the return on 1/28, and advised to allow up to a week for the refund to process. It is now 2/20, and I still do not have a refund. I have contacted ecampus numerous times and they have stated that they have escalated the issue. The book was not even taken out of the packaging. But based on the reviews of the company, it seems that they seriously lack in customer service.

  

  Business Response

  Date: 02/25/2025

  Good morning ****,

  A refund was applied to the account on 02/24/25. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please reach out to our customer support team.

  Thank you for choosing eCampus!

• Initial Complaint

  Date:02/07/2025

  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.

  Scam Alert!! I rented a book for my granddaughter, from ecampus in August 2024 order * ******* and returned it at the end of the semester in the exact condition in which they were received (it was hardly used in class she used sticky notes no writing in it at all. I received a email from ECampus after they received the book back saying that the book was damage when they got it back and written in and they claimed it was new but I rented it used , they sent picture showed a torn cover about 1.5” and bent back corner cover book is still usable I show used on the site and writing in a foreign language inside which we only know English . ECampus then processed an unauthorized payment on my credit card. They also have kept my credit card on file unauthorized as I would never agree to keep a credit card on file with any company. The text also says if I want the books back that I have to pay $12 for shipping. So I was charged the original rental 58.88 fee, the original shipping charge total of 72.80 and the charged full price for a new books of 159.93 so a total of 272.23 now they are keeping the books which they will probably put back in service . I am filing a complaint with my credit card company and will try to avoid at all cost using this company for my granddaughter’s books in the future.

  

  Business Response

  Date: 02/25/2025

  Good morning ******

  Per our rental policy, a valid credit card must be on file for the duration of the rental term. The item that was sent to you was in new condition. The item was returned to our facility damaged with a torn cover. We cannot rent a damaged item to any other student. When items are returned damaged, the card on file is charged the full price of the book listing. You can find more information regarding our rental policy on our help desk at **************************************. We apologize for any inconvenience regarding this matter.

  Thank you,

  eCampus

  Customer Answer

  Date: 03/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have at least two people in the family that will state this book came torn on the front cover, yes the back cover got bent but it in no way interferes with the knowledge or contents inside the book. They were going to tape the front cover but then thought you would count that as damage You stated that there was writing in the book bit when I say it and told you that we only speak and write english then you stated maybe someone on you staff made some notes.  So what I am getting that when you rent a used book you are stating they come new? And why would you charge for rental fees plus the cost of a new book plus a return fee? So I am once again stating we received this book with damage and the damage shown DOES NOT interfere with the contents of the book in no way!  

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/10/2025

  Per our rental policy: Once the rental is in your possession, you are responsible for its condition. Damage to a rented book is defined as any condition that makes the book unusable as a future rental. Such conditions include any liquid or water damage, a broken spine, missing pages, missing or torn covers, excessive highlighting (more than one third of the content), excessive or inappropriate notes or any other such condition that makes the book unsuitable for future use.
  A fee will be charged to the credit card on file of any customer returning a damaged book. The damaged book will not be returned to you. The fee will be assessed at the discretion of eCampus.com and may be up to the replacement cost of the book.
  If you order a rental from eCampus.com and receive it in poor or damaged condition, please contact our customer service department immediately. Claims regarding the receipt of a damaged item must be made within 30 days of the shipment date in order for the claim to be considered.

  Customer has up to 30 days to report any damage of a rental they received. We received no correspondence regarding damage to the rental from the customer. 

  Thank you,

  eCampus

  Customer Answer

  Date: 03/18/2025

  
  Complaint: ********
  
  I am rejecting this response because: I looked up your policy and it does not state you must report damage to books within 24 hours ( copy of policy from website attached) also you say the book can be returned but in this policy it says no, so that to me means you charge for a new book keep the old one and re rent it.  It also states that a fee will be charged for damage books not a full price of the book plus the rentals fees. So you have told me that first we wrote in the book then you took it back because it wasn't in English the writing then you state the 24 hour policy then book can't be returned do you make these policies as they fit the company? So you are also basically saying that the customer is wrong when we state it was damaged before hand, and that the cover in no way hurts the contents of the book being used. I want credit back for the book.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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.

  Order Number: ******** Order Date: January 26, 2025 Deliver Date: January 31, 2025 Title of Book Ordered: Psychological Consultation and Collaboration ************* Rental Total: $135.96 Charged to ***** ******** ending in **** ABC Fitness Solutions Knetbooks Title of Book Received: ISBN-** ***************** Psychology Authors: Stephen Davis, Joseph Palladino, Kimberly Christopherson I reached out on 2/3/25 2:00 PM to ********************** to ask for the correct book to me mailed to me. I have been corresponding with ******** -CSR since then. I have sent pictures of the incorrect book that was mailed to me. The response time is extremely slow. I should have been immediately sent the correct book on 2/3. I am now behind in my college coursework/grades. I am requesting the correct book be expedited to me today with a tracking number for 1-2 day mail. I am also requesting a refund of the purchase price because of the mistake. A replacement is not good enough. That is only the bare basic of making the transaction a correct one. I have taken hours out of my day and lost tremendous days in my college preparations.

  

  Business Response

  Date: 03/10/2025

  Good afternoon *******,

  We sincerely apologize for the inconvenience you experienced with your order. A full refund was issued on 02/19/25 for the item. We understand your frustration and how important it is for students to receive the correct text in a timely manner. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:02/03/2025

  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 got books from my school on the e campus but but I returned them not much after I ordered them 12/27 and I returned them brand new not damaged a couple days later and they arrived on the 8th of January and they didn't email me until the 27th saying they received one of the books damaged witch was a lie so they only refunded one of the books to me

  

  Business Response

  Date: 02/06/2025

  Good afternoon ******,

  We sincerely apologize for any inconvenience this may have caused you. At this time, a full refund has been ordered for ***** ******* * **********, ***** * ** ***** Edition. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please let us know.

  Thank you,

  eCampus

• Initial Complaint

  Date:02/03/2025

  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.

  On September 8,2024 I rented a book named “torts” the due date to return is December 13 and was extended by the company. I was charged on December 18, 2024 the $315.73 full price for the back when I was returning the book I was told I would get refunded 7-10 days it’s been 2 months and still no refund I contacted the company and was also told they received the book and there is a check in process and once the book is checked in a refund would be processed still another month later and no refund of the book. I would like my refund back asap.

  

  Business Response

  Date: 03/10/2025

  Hi *******,

  We sincerely apologize for the inconvenience you have experienced. A full refund was issued back to the original payment method on 02/17/25. Please let us know if you need any further assistance. 

  Thank you for being a valued customer,

  eCampus