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:09/13/2022

  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 would like my money back for books I mailed back to this company. They are refusing to give me my money back because they are claiming that the books are damaged. I purchased the books after enrolling in college for this semester and then changed my mind the following day after purchasing the books and withdrew from my classes. When I received the books, I opened the box to see which books had been delivered (more books were still coming in the mail) so I could mark the correct ones on the return label. I shipped the books back in the exact same condition I received them, I didn’t touch the books, and sent them back in the exact same box as well. I didn’t damage these books at all, I didn’t even hold them. My order number is ******** and the two books are: Human behavior in the social environment - $254.71 Social policy for effective practice- $122.05 I mailed them back on August 27th at UPS. I would also like to note that I placed the order on August 22nd, emailed them on August 23rd requesting them to cancel my order, and they did not cancel it.

  

  Business Response

  Date: 10/06/2022

  Good morning ********,

  We have reviewed your account, the items returned have already been refunded back to the original payment method. If you have any other questions or concerns, please let us know. 

  Thank you,

  eCampus

• Initial Complaint

  Date:09/12/2022

  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 purchased two textbooks from Knetbooks on 8/29/22. The order number is ********. One of the textbooks has not moved since 8/31/22. UPS confirmed to me that it is missing and claimed they sent a missing package notification. Knetbooks claims they never received it. UPS also told me to ask Knetbooks to submit a claim/inquiry because they are the shipper, and they refused multiple times. UPS told me this verbally and via Twitter when I tweeted about this horrible experience. I also have paper documents from my local USPS office proving that the package was never transferred over to USPS from UPS. No one seems to know where my package is, and Knetbooks will not send me a new book, give me a refund, or make any attempt to contact UPS or USPS to locate this package. Additionally, I was told a supervisor with Knetbooks would call me within 24 to 48 hours, and I have yet to receive a phone call. This is absolutely despicable. My only option now is to dispute the portion of my transaction that covers the missing Criminal Procedure book with my bank.

  

  Business Response

  Date: 10/06/2022

  Good afternoon *****,

  Thank you for reaching out. We have reviewed your account; a full refund was issued back to the original payment method on 09/15/22. If you have any other questions or concerns regarding your order, please reach out to customer service at 888-388-9909. 

  Thank you for choosing Knetbooks!

• Initial Complaint

  Date:09/07/2022

  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 have previously rented a book (Maternal Child Nursing Care with Evolve Resources) from eCampus on 12/22/2021. I got the book in terrible condition, however I didn't think much of it because it was a rental and I needed it for class. When I returned the book in early may of 2022, I received a charge of $168.52 on 6/30/2022 for my rental. They charged me full price for the rental claiming I have done the damages to the book. After not getting any assistance from their team and having to call around multiple times and send multiple emails, I just agreed to pay the charges if I were to get the book returned back to me. Due to my charges not being dropped and having paid full price for the book, I was told by a staff member over email (which I provided below) that I will being receiving the book back. I saw that it said my book was shipped to my college bookstore so I went to go receive it, however, the bookstore staff never received my book from eCampus. I called eCampus and asked about my package and I was told that they threw my book away for recycling because I didn't contact them. I had no instruction to contact them and was never made aware I had to because I was told it was already being returned to me. I have requested for refund of my $168.52 back and provided them proof of the email stating I was getting my item back. However, each representative I talked to just told me they had to talk to their team and they would get back to me in 24-48 hours. However, it has been over a week and all my emails have been unanswered by the staff. eCampus threw away my property that I paid for and has yet to resolve this issue. I am filing this complaint in hope to get a refund of my $168.52 or to receive another Maternal Child Nursing Care book in replacement. The order number is ********, for Maternal Child Nursing Care with Evolve Resources. I also have recordings from the phone calls if needed.

  

  Business Response

  Date: 10/26/2022

  Hi ******,

  We apologize for any inconvenience regarding your order. This item was deemed as damaged upon the return of the item. Our customer service manager has reviewed all documents received and agreed to add the amount charged for the item to your account as in-store credit. The credit was added to your account in early October. If you have any other questions or concerns regarding this matter, please contact our customer support team at 888-388-9909. Thank you! -eCampus

• Initial Complaint

  Date:09/02/2022

  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.

  Fraudulent charges for a book that I never received. Unwilling to resolve the issue.

  

  Business Response

  Date: 09/28/2022

  Good morning ******,

   

  The item you order was shipped to you on 04/26/22 and has the due date of 08/13/22. Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. If you need any further assistance with this order, please reach out to our customer support team.

  Thank you,

  eCampus

  Customer Answer

  Date: 09/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  As shown in the images I shared, I never
  received the book. I selected "return
  book for a refund" before I even knew it
  had shipped. That book never made it to
  my address. Their reply said it was
  shipped, clearly they are not paying
  attention to the evidence I shared. Not
  only did they ignore what I sent but aren't
  cooperating just like our previous phone call. To summarize, I ordered a book for summer classes, decided not to take them so the next week clicked “return for a refund” and never received the book so I assumed it was a success. Now I am being charged $176 for a book I never even received.

  Sincerely, 

  ****** *****

  

  Business Response

  Date: 10/04/2022

  Thank you contacting eCampus. This rental was shipped to the customer on 04/26/22, the customer selected to return the rental on 08/13/22, three days after the rental was due back at our facility. The item was never shipped using the prepaid return label; therefore, the customer was charged for the none-return of the rental. The customer never reached out to our customer support team regarding the item until 09/01/22, after the none-return fee was charged. If customers do not receive items, they have 30 days to report it to customer service. If you have any other questions or concerns regarding this issue, please reach out to customer service.

  Thank you.

• Initial Complaint

  Date:08/31/2022

  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 a textbook for a class I ended up dropping. Less than 18 hours after purchasing, I checked my account and saw I was able to cancel the order. The status of the item had not yet changed to "shipped." I selected to cancel the order. Upon checking my account later that day, the status moved from canceled to shipped. I reached out to customer service and did not receive a response within the timeframe indicated by the company. Days later, I received the book in the mail. When initiating a return, a $17.15 restocking and return shipping fee was deducted from my initial payment. I, again, reached out to the company. The response I finally received was a copied and pasted FAQ guide on how to initiate a return. I responded by notifying the rep that my issue was not resolved and that I did not feel I should have to pay a restocking fee when the book had been canceled and should not have been shipped to begin with. I then received a response from another rep that my issue had been addressed. It's a constant circle of this company avoiding my issue when I continue to inform them it has not. I can't help but feel this is a scam to collect the restocking fee.

  

  Business Response

  Date: 10/06/2022

  Good afternoon ****,

  We apologize for the inconvenience you experienced with your order cancelation. I have refunded the additional $7.99 back to the original payment method, so a 100% refund has now been issued. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please reach out to customer service at 888-388-9909. 

  Thank you,

  eCampus

• Initial Complaint

  Date:08/18/2022

  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.

  On August 7, 2022 I made an online purchase from Ecampus for textbooks for school. All items were labeled in stock. There was an option for expedited shipped with an additional fee of $32.00 in addition to the standard free ground shipping. The expedited shipping was labeled 2-3 days. Worried that textbooks would be needed in time for school I selected the additional charge of $32.00. On August 10 I received a text from Ecampus stating some or all of the order had shipped. When I selected more detail I discovered the UPS shipping method was ground. I contacted Ecampus via email questioning why the order is shipping ground and not expedited. The response was the following : "Expedited shipping is 1-5 business days. The order was shipped out on 8/10 and arrived on 8/16. That is within the time frame for the selected shipping. The shipping selected in checkout is applied after the order is shipped out" I am requesting a refund of $32.00 because the charge was labeled as shipping and not a handling fee.

  

  Business Response

  Date: 09/15/2022

  Good afternoon *****,

  Thank you for reaching out to us. We apologize for any inconvenience or confusion you may have experienced with your order. We have reviewed your order and tracking. Expedited shipping is UPS ground shipping (1-5 business days). Your order was considered to be delivered on time with this shipping method. Standard shipping is 4-8 business days, the carrier we use for standard shipping is USPS. If you need any further assistance, please reach out to customer service at 888-388-9909. Thank you for being a valued customer.

  Customer Answer

  Date: 09/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: the definitions of shipping from eCampus are not the normal language of UPS shipping options. Currently UPS offers the following from fastest to slowest:

  UPS Next Day Air Early

  UPS Next Day Air

  UPS Next Day Air Saver

  UPS 2nd Day Air Am

  UPS 2nd Day Air

  UPS 3 Day Select

  UPS Ground

  UPS SurePost

  When eCampus labeled the shipping as the following:

  Standard  FREE

  Expedited (additional charge) 

  2 Day (additional charge)

  1 Day (additional charge)

  I selected 2 day. Not expedited as my charge was $32.00. Please correct this.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/17/2022

  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 ordered 5 books through ecampus.com for textbook rental on August 5th, 2022. 1 book was received on August 13th (ecampus.com Order #*******). I clicked on 4 to 8 day shipping. I paid nearly $200.00 for renting textbooks. The books are "on their way" but the post office office has not received them, the books are late, no one knows where the books are. I've asked for a refund they gave me a $10 credit. They claim the packages are on their way, albeit late, and the post office says they haven't received them, that the packages aren't physically in the building and they don't know when or if they'll receive them. Their customer service number is obscure and I had to ****** search that to speak to an actual person who refused to transfer me to their supervisor despite repeated requests. They refuse a refund because "the books are on their way." I paid $196.28 for 5 books, I received one. I now have to order the books--AGAIN (but I'll be going through a different company obviously). I've paid for this out-of-pocket, this was my own money. They have FAILED to deliver, literally and figuratively, on the service they claim to provide. They either need to RUSH SHIP the books I originally ordered, minus ALL SHIPPING charges, or they just need to refund the ENTIRE AMOUNT and I'll send the 1 book I did receive back and NEVER do business with this company again.

  

  Business Response

  Date: 09/15/2022

  Good afternoon ********,

  Thank you for reaching out to us. We apologize for the inconvenience you have experienced with your order. We have reviewed your order and tracking. A full refund has been setup for the item that you did receive. As for the other four items, we have deemed them lost in transit with the carrier and issued a full refund. The refund is split into five separate transactions, the refund process takes 3-5 business days to process and post to the original payment method. If you need any further assistance, please reach out to us at ************. Thank you for choosing eCampus.

  Customer Answer

  Date: 09/19/2022

  
  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:08/09/2022

  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.

  Returned my textbook, brand new, never opened, still in plastic- through ecampus’s return services and received confirmation it was received by the company on 5/19 at their location in Lexington Ky (this confirmation is available through their website). I called one week after I saw they received the item and was told it could take up to 10 days so I called back two weeks later and was told they would escalate the issue. I received an email from the bookstore company on 6/9/22 stating: "Hello the refund is still under review and can take a month or so you will receive an email about the situation." I've called several more times and have been told that it is still under review. I called around the end of June and was told by a manager that he needed to see what happened on UPS' end "to have a reason to be able to give me a refund" and that he would then put my refund through in a day or two. That never happened.

  

  Business Response

  Date: 08/18/2022

  Good morning Beverly,

  We do certainly apologize for the inconvenience you have experienced with your return. I have reviewed your account; a refund has been issued for the returned item at this time. Please allow 3-5 business days for the refund to process and post to the original payment method. We value you as a customer and appreciate your feedback. If you have any other questions or concerns regarding this order, feel free to reach out to customer service at 888-388-9909. Thank you! -eCampus

• Initial Complaint

  Date:07/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a sellback book order at the end of June. When I did not receive a payment I called to inquire. I was told that the warehouse is 60 days behind in processing. Additionally once the warehouse logs in the order it may take an additional 3-5 weeks beyond the 60 days to process and receive a payment. It seems to be an unfair business practice to hold your books for months on end without payment. If you cancel the sell back order you have to pay for return shipping costs. There is no other choice to wait it out. This does not seem like a fair business practice to me.

  

  Business Response

  Date: 11/04/2022

  We are submitting a check request for the remaining amount owed to this customer. The remaining amount owed is $1.85.  

• Initial Complaint

  Date:07/06/2022

  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 placed rental order ******* on 1/18/22 for two books. The total was $279.39 Around the time that the books were due back to eCampus, I was getting married and did't get a chance to return the books in time. I suddenly saw a $605 charge which overdrew my account, I realized I was charged the remainder of the value of the textbooks because they were not received back. I have now paid a total of $885.24 for two textbooks! I explained my situation to a customer service agent who advised me her supervisor would offer me a 50% refund and a 25% store credit and nothing more because the books still weren't received. In the meantime, the prepaid shipping label was removed from my account and no longer available to me to even be able to ship them back. The agent would not give me the label until she spoke to her supervisor, which took another 5 days. I finally spoke to a second agent who provided it, causing it to be even more delayed. At this point, my bank account is in the negatives from this charge and I am in a tough financial spot being in law school and newly married. I spoke to the supervisor directly and explained that I would be more than happy to order from eCampus again in my last year of school. The supervisor was rude making snarky remarks to me and made no effort to be understanding or try to take a step further to help me. I've worked in customer service before and I wouldn't dare speak to a customer the way she spoke to me. I came to eCampus because of the affordable book rental prices. I did NOT expect to pay an excessive amount of $884 for two books that aren't even in my possession nor was I planning to keep. I take full accountability for the late return, but the customer service I received in this whole situation was despicable and stressful. I was shocked to be spoken to the way I was by a supervisor after literally pleading that my account has a negative amount from these charges. I can't afford these charges and I no longer even have the books.

  

  Business Response

  Date: 07/19/2022

  Good morning ******,

  We apologize for any inconvenience you may have experienced with your account.  I have reviewed your order *******, the rentals were due back in tracking by June 3rd. Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. If the rentals are returned 15 to 30 days past the due date, you are eligible for a 50% refund. At this time a 50% refund has been issued back to the original payment method, as well as an additional 25% of in-store credit has been issued to your account. This credit can be used on any future order. If you have any other questions or concerns regarding this issue, feel free to contact customer service at 888-388-9909.

  Thank you for being a valued customer!