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

  
• 

  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:12/30/2024

  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 an order for books for my nursing program and paid for expedited shipping to ensure I received my books in time. The money was taken out of my account instantly, then several days passed and I received an email stating my order had been canceled due to their system detecting irregularities in my payment. I've been having the same bank card for nearly a decade, use it daily, and never had an issue. I contacted my bank, and they confirmed my card is perfectly fine. This company is scamming people because I've read several complaints online of them canceling people's orders and not returning their money. Now I am without books and don't have any money to buy new ones because my money hasn't been refunded. I start class in a few days and this company completely screwed me over.

  

  Business Response

  Date: 01/26/2025

  Hi ********

  We apologize for the inconvenience you may have experienced regarding your order. Our system views a variety of criteria to ensure that our customers information is as secure as possible. If anything triggers this system as a potential risk, it will cancel the order and issue a full refund as a precaution. Unfortunately, for privacy reasons, our customer service agents are not given specifics, in regard to what causes these cancellations, other than generic notifications. Orders may take several business days to post as a refund. If you need any further assistance, please visit our help desk at ***************************************

  Thank you for choosing eCampus!
  
  

• Initial Complaint

  Date:12/19/2024

  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.

  You charged my card 245 dollar for a late return even though you did not give me the ability to return the books. I now returned it and the charges didnt reversed.

  

  Business Response

  Date: 01/09/2025

  Good morning ******,

  We sincerely apologize for the inconvenience of the rental purchase charge. At this time, we have issued a full refund of $245 back to the original payment method. If the refund is not received within 7 business days, please respond so we can further investigate the issue. We are working with our team to resolve the original issue of the charge. we value you as a customer and appreciate your patience.

  Thank you,

  eCampus

• Initial Complaint

  Date:12/18/2024

  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.

  This business has committed fraud against me. I am a law student who needed to rent by the book as funds have been tight. I had tried to return the book before it was due. I was locked out, saying the book was "overdue" when it was, in fact, not, so instead of allowing me to send the book back, the company marked the book as overdue and charged by card when the book was not overdue. I tried to get in touch with online support and email them (before the book had to be returned), but no one got back to me. Before resolving the issue or even getting back to me, they charged my card 318 dollars, and I STILL HAVE NOT HEARD BACK! I am more than happy to send the book back. I have been trying to, but I am locked out of my account. I would like a full refund for this and the rental. This has been the worst customer service. This caused me extreme stress.

  

  Business Response

  Date: 01/09/2025

  Good morning *******,

  We sincerely apologize for the inconvenience you've experienced with your textbook. We take full responsibility for the inconvenience with the return label not being available. At this time, a full refund for the rental purchase charge has been issued. Please allow 3-5 business days for the refund to process and post. If you have any additional concerns, feel free to reach out to our support team. We value you as a customer and appreciate your business.

  Thank you,

  eCampus

  Customer Answer

  Date: 01/09/2025

  
  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:12/17/2024

  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 a rental book, ************* ***** ****** with ISBN: ************* from campus. I paid about $59 for the book. the order was shipped on August 26th and came a week later. the rental was due on My 13th.. I made sure to send it to *** on that day. I hardly used the book and highlighted about 3 pages. Ecampus sent me an email saying that I returned a damaged book. I have asked for evidence since the book I sent was in good shape to ***. they are yet to reply or send the evidence but keep on trying to charge my account fror $349.99, that is a full new book price. I did not return a damage book or a book that cannot be returned. I did my due diligence to check other rental companies to see if the resale value of the book in the condition of like new or used acceptable and they all buying for less than $55. I have read reviews from here and other online sites showing they usually do this. I cannot afford to pay that amount and I think it's unfair .I didn'tt read the reveiws earlier before making the purchase because I needed the book for law school.

  

  Business Response

  Date: 01/09/2025

  Hi *********,

  Thank you for reaching out to us. I have reviewed your account and determined that the rental has normal ware as it was already a used rental. You will not be charged for any damages. Your account has been updated to reflect this. I apologize for any inconvenience or frustration this may have caused you. Thank you for choosing eCampus!

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented two text books from ECampus in August, 2024. *** ******** law book came damaged but was in useable condition. I used it the entire semester with no issue. I returned the book and now they are claiming I damaged the book and charged me $375.00. This was in the exact condition THEY sent me the book. Now I am fighting to get my $375.00 back as I didn't damage the book. I have rented from ***** for many years and have never had an issue AT ALL. Going back - DO NOT USE THESE SCAMMERS. Note** the other book I rented has zero damage by me and was accepted as they didnt send me an already damaged book.

  

  Business Response

  Date: 01/09/2025

  Good morning *****,

  We sincerely apologize for the inconvenience you've experienced with your textbook. Our customer support team has decided in your favor in regard to the textbooks damage. A full refund was issued back to the original payment method on 12/14/24. If you need any further assistance, please feel free to reach out to us. We value you as a customer and appreciate your business.

  Thank you,

  eCampus

  Customer Answer

  Date: 01/09/2025

  
  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. I appreciate your prompt attention to this matter.
  
  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:12/13/2024

  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.

  Today, 12/12/24, I found a pending debit in my bank account from "ABC * ECAMPUS". I did not authorize this debit. I didn't buy or sell anything on this website. I am unable to reach anyone by phone, as their automated system says no one is available, try again later. Same result when I did try again. I want this company to reverse that charge and delete anything they have pertaining to me from their website.

  

  Business Response

  Date: 01/24/2025

  Good morning *******,

  We sincerely apologize for any inconvenience regarding this matter. After reviewing your account, I was only able to locate two orders under your name/email. The first was a purchase on 11/11/24 for ******* ********* 1 Term. The second order I located was for a buyback, in which we paid you on 12/26/24 in the amount of $17.10. Would you be able to provide any more information regarding the charges on your statement, such as the last four digits of the card number, or if you possibly have an order under a different name/email address?

  Thank you,

  eCampus

  Customer Answer

  Date: 01/24/2025

  
  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:11/25/2024

  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.

  I ordered a textbook from Ecampus before the start of the semester which I needed for one of my classes. It was supposed to be delivered to me in about a week. After two weeks, I had called up Ecampus to find out why my order was taking so long. They insisted that the book would ship out soon. A week later, there were no updates, and I called back only for them to tell me the exact same thing. I had asked about cancelling the order for a refund and they told me that they could not cancel the order and that I would need to return the physical textbook in order to receive a refund. At this point, I had to buy another of the same textbook from another vendor to get the materials I needed in time. Several weeks later after many more calls, the book was delivered to me over a month after I had ordered it. I made another call to request a shipping label to return the book for a refund. I had to call many times and each time they said they would look into the case and respond back to me within 24-48 hours, but every single time they failed to respond within the time they specified or at all. On a call with ******* from Ecampus, he assured me that I would be able to return the book and receive a refund without any fees only for him to email back 4 days later to inform me that I couldn't. I called again and got in touch with supervisor ******* G. who emailed that I could only get a refund after an update on the case and that she would not waive any fees. A few days later, ******* emailed that they were still waiting on a bank update and that the case would not be able to move forward for several weeks. It seems they are just stalling and have many other complaints like this. They make it impossible to get a refund for their negligence and failure for them to send out the textbook in a timely manner. By delaying any action, they made it impossible to return the textbook within the 30 days required by their unfair policy seeing how I didn't even get the textbook in 30 days.

  

  Business Response

  Date: 12/04/2024

  Good morning ***n,

  I have reviewed order ********, we received notice that a chargeback was filed with the bank on 10/30/24. Once the account goes into a chargeback status, we cannot issue any refunds until the bank has cleared the chargeback and provided us documentation of the results. As of 11/25/24, the chargeback has been cleared, and a *** return shipping label has been provided. As of today, 12/04/24 the item has not been scanned into **** tracking. Once the item is received at our facility, we can then issue a refund back to you. Feel free to respond here with any updates. We apologize for any inconvenience you have experienced regarding this matter. 

  Thank you,

  eCampus

• Initial Complaint

  Date:10/29/2024

  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.

  I sent my book, “******* *** ******** *** *******” (ISBN: *************), to eCampus on October 17, 2024, for a quoted payment of $83.75. On October 24, 2024, I received an email confirming that they received my book in the correct condition, but it needed to be sent to the publisher for authenticity verification. However, on October 26, 2024, I received an email stating that my order was canceled due to quality standards. And I would need to pay a fee to have the book returned to me, or it would be recycled. When I reached out to their support team, they sent me a picture of a book that doesn’t match mine—showing almost the entire spine detached, which is not the condition I sent it in. eCampus has refused to take responsibility for any damage that occurred while the book was in their possession and during transit for publiser authentication verification. I have complied with the terms of the buyback agreement, and the item was delivered in the stated condition. eCampus**** is also refusing to pay the quoted $83.75. I am requesting the BBB’s assistance in recovering this payment. Thank you for your attention to this matter.

  

  Business Response

  Date: 11/15/2024

  Good morning ******,

  We apologize for any inconvenience or confusion regarding your buyback order. The ISBN ************* we received did have spin damage; therefore, we could not accept the item as a buyback. At this time, the item has been shipped back to you. If you need any additional information, feel free to contact our customer support team by visiting our help desk at **************************************.

  Thank you for being a valued customer,

  eCampus

  Customer Answer

  Date: 11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because the email I received from eCampus on October 24, 2024, which stated that my book was being sent to the publisher for authenticity verification. The email did not mention any damage to the spine of the book. If the damage was as noticeable as shown in the picture I provided, it raises the question of why eCampus would have sent the book to the publisher in the first place. This suggests that the damage may have occurred during transit to the publisher for authentication, which could indicate the book was damaged while in eCampus’ possession.
  
  On November 1, 2024, I called eCampus customer service to request that the process of recycling/destroying my book be delayed. I even mentioned that I had filed a complaint with the Better Business Bureau and asked for the process to be put on hold. However, I was informed by the customer service representative that if I did not pay the $12 fee to have the book returned, it would be recycled by November 1st. Given that no alternative was provided, I reluctantly paid the $12 fee, which is why the book is now being returned to me.
  
  I do not agree with, nor accept, these terms, but I felt compelled to pay the fee due to the lack of other options. I also want to note that I had initially expected to receive the quoted amount of $83.75 for my book. I sent the book in good condition on October 24, 2024, and it was accepted by eCampus before being sent for authentication. Somewhere along the way, the book was damaged, and I am requesting that eCampus take responsibility for this damage.

  I respectfully request that eCampus either honor the quoted amount of $83.75 or reimburse me for the damage to my book, in addition to the $12 fee I paid for its return. I hope we can resolve this issue promptly and fairly.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 12/06/2024

  
  Complaint: ********
  
  I am rejecting this response because the email I received from eCampus on October 24, 2024, which stated that my book was being sent to the publisher for authenticity verification. The email did not mention any damage to the spine of the book. If the damage was as noticeable as shown in the picture I provided, it raises the question of why eCampus would have sent the book to the publisher in the first place. This suggests that the damage may have occurred during transit to the publisher for authentication, which could indicate the book was damaged while in eCampus’ possession.

  
  On November 1, 2024, I called eCampus customer service to request that the process of recycling/destroying my book be delayed. I even mentioned that I had filed a complaint with the Better Business Bureau and asked for the process to be put on hold. However, I was informed by the customer service representative that if I did not pay the $12 fee to have the book returned, it would be recycled by November 1st. Given that no alternative was provided, I reluctantly paid the $12 fee, which is why the book is now being returned to me.
  
  I do not agree with, nor accept, these terms, but I felt compelled to pay the fee due to the lack of other options. I also want to note that I had initially expected to receive the quoted amount of $83.75 for my book. I sent the book in good condition on October 24, 2024, and it was accepted by eCampus before being sent for authentication. Somewhere along the way, the book was damaged, and I am requesting that eCampus take responsibility for this damage.

  I respectfully request that eCampus either honor the quoted amount of $83.75 or reimburse me for the damage to my book, in addition to the $12 fee I paid for its return. I hope we can resolve this issue promptly and fairly.

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

  Customer Answer

  Date: 12/27/2024

  
  Complaint: ********
  
  I am rejecting this response because the email I received from eCampus on October 24, 2024, which stated that my book was being sent to the publisher for authenticity verification. The email did not mention any damage to the spine of the book. If the damage was as noticeable as shown in the picture I provided, it raises the question of why eCampus would have sent the book to the publisher in the first place. This suggests that the damage may have occurred during transit to the publisher for authentication, which could indicate the book was damaged while in eCampus’ possession.

  
  On November 1, 2024, I called eCampus customer service to request that the process of recycling/destroying my book be delayed. I even mentioned that I had filed a complaint with the Better Business Bureau and asked for the process to be put on hold. However, I was informed by the customer service representative that if I did not pay the $12 fee to have the book returned, it would be recycled by November 1st. Given that no alternative was provided, I reluctantly paid the $12 fee, which is why the book is now being returned to me.
  
  I do not agree with, nor accept, these terms, but I felt compelled to pay the fee due to the lack of other options. I also want to note that I had initially expected to receive the quoted amount of $83.75 for my book. I sent the book in good condition on October 24, 2024, and it was accepted by eCampus before being sent for authentication. Somewhere along the way, the book was damaged, and I am requesting that eCampus take responsibility for this damage.

  I respectfully request that eCampus either honor the quoted amount of $83.75 or reimburse me for the damage to my book, in addition to the $12 fee I paid for its return. I hope we can resolve this issue promptly and fairly.

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

• Initial Complaint

  Date:10/07/2024

  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 experienced extremely unprofessional and shady practices from this business. After placing multiple successful orders, they unexpectedly stopped my shipments and instructed *** to return the packages to them. I spent weeks attempting to get an explanation for this sudden action. Upon starting my purchases, I had contacted their customer service and was informed that I was allowed to rent and purchase books from them. Later on, it seems management decided otherwise and began blocking my attempts to place new orders and receive shipments, which I respected and complied with, even though no one from their team reached out to inform me directly. Instead, they labeled my purchases as fraudulent without any prior communication. Once I believed the situation had been resolved, I discovered that they had not refunded me for several of the orders. This forced me to file chargeback claims totaling around $700-800, which ******** ******* approved due to the lack of refunds on their part. When I later contacted them, they requested that I cancel these chargebacks with the promise of refunds and allowing me to purchase from them again (not rent and purchase), I complied to demonstrate good faith and willingness to cooperate. Despite following their requests, including canceling the chargebacks, they blocked me from ordering and continued to mislead me. I have consistently tried to work with them and complied with all their stated policies, yet they have acted deceitfully, blocking me with no valid reason. I have all email correspondence confirming my efforts and their unfulfilled promises. It is incredibly disappointing that they hold an exclusive deal with ******* for these books, effectively forcing students to buy from a company with such poor management and unfair practices.

  

  Business Response

  Date: 11/04/2024

  Good morning ***,

  Your account has been restricted due to you misrepresenting your need for rentals. The publisher has restricted each of these titles and we cannot offer the titles as anything other than rentals. I'd encourage you to reach out to the publisher for clarification on this and how you can purchase the titles outright as this isn't something we can contractually offer. If you have any additional questions or concerns for our team, please visit our help desk at **************************************.

  Thank you,

  eCampus

  Customer Answer

  Date: 11/04/2024

  Complaint: ********
  I am rejecting this response because:
  Before renting textbooks from eCampus, I confirmed with their customer service that I could purchase the rentals outright at their advertised buyout cost. Their website states, "Extend or purchase your rental at any time," and representatives assured me this was acceptable. Later, they informed me this wasn't aligned with their policy. I accepted this and agreed not to rent from them again.
  When eCampus failed to ship books I ordered, I had to file two chargeback claims with my credit card. Their supervisors told me that if I closed these claims, I could place new orders. On 9/20/24, ****** *. said, "To proceed with placing a new order and to lift the hold on your account, we kindly ask that you provide current paperwork indicating that the 'chargeback' has been dropped."
  I closed the chargebacks, despite concerns about potential rebilling for items I never received. On 9/24/24, after receiving confirmation, ****** *. informed me, "You are no longer able to place rental orders on our website; only purchases are permitted moving forward." However, when I tried to purchase a book, my order didn't go through. ****** *hen stated, "Due to recent activity on your account, it has been closed for future purchases."
  I feel misled because I complied with their requests, yet they closed my account after assuring me I could make purchases. I respectfully ask for a resolution that allows me to purchase books from eCampus as previously agreed.
  *** **

• Initial Complaint

  Date:09/30/2024

  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.

  Have had an account with them since 2022 -- lately constant issues logging in -- getting errors of incorrect password when I KNOW its the correct password as it works on my cellphone but not my PC -- after resetting now I cant login anywhere -- no one answers the phone -- the "Chat option" brings me to a "blocked" webpage -- who is running this site?!

  

  Business Response

  Date: 10/07/2024

  Good afternoon ****,

  We apologize for the inconvenience you have experienced. We have not received any other complaints regarding this issue that I am aware of. This is the link to our help desk **************************************. This may be a web browser issue. 

  Thank you for contacting us!

  -eCampus