Chegg.com

Below is a sampling of comments from Chegg.com customers. Click here to read Chegg's response.

Jennifer of manhattan, KS August 21, 2009

I rented a book from Chegg.com. They sent out the wrong book and didn't bother to notify me of their mistake. It wasn't until the book came did I finally notice the mess up, and by that time as long as it took the book to get to me, it was too late to order again before my class started. I called their customer service to inform them about it and the lady was so rude! All she said was oh yeah they sent you the really wrong book. No apology or anything. I asked her what exactly they were going to do to fix their mistake and she said "well we issued a refund so if you want the correct book you need to order again." Most companies when they make a mistake like that would at least offer to ship it faster free of charge or something. This company could careless about their customers. I will never rent from them again and I will make sure to tell all of my other friends in college not to use them either after the way they handled the situation.

shu of whittier, CA July 4, 2009

I have bought all my testbook on line for my college and post college year, I found this book on chegg online, did not specified it is rental and cost fifty bucks for three months, now they want the book back, I tried to sold all of my math book which I paid at least fifty each, they only paid 5.00 for one of the book which is lower than the campus buy back neverless, ship all of the way back to them, I will report this company to any agency the regulate internet ordering, so chegg.com would not rip off any more naive student.

Cindy of Bolingbrook, IL May 18, 2009

I have always ordered from Chegg since day one, yet last month, I went to order a Stats book and was told they had none in stock. I called and was told that all the books are rented out, but to check back at 3:00 on Friday because 2 are expected back by then and should be logged in as available. I asked if they planned on ordering more so that they can fulfill our orders. She said she's let her manager know that there are 30 students who will be looking to rent from Chegg. I then checked back several days later and was still given "currently unavailable". I called once again to see if they can tell me when they plan on getting more in (as they all have due dates). I was told it was impossible to tell.

I asked if someone had contacted the publisher in order to buy more books. I was told no. I then found another student who was willing to sell her book to me, so I went into Chegg.com to added the books number to see how much they would buy the book from. Much to my surprise, CHEGG.COM WAS NOT INTERESTED in buying any more books (even tho they didn't have enough to rent out).

I called them on that and they said "oh, the publisher is in the middle of publishing an updated one, therefore these will be obsolete and unrentable soon enough."

I understood their logic, but has since found out that the book they currently do not have enough copies of is a rather new edition. They still do not have enough books to rent, they are not interested in buying them back from students BUT they will sell you one AT FULL PRICE with the option of you returning the new one AND GETTING LESS MONEY BACK.

I DON'T GET IT. I E-mailed them concerns in the hopes that someone will reply with an 1/2 way intelligent response so that they can keep me as a customer (and the other 29 students in my class)... AND they did respond, but their response was. It looks like you have already received a response via the phone.

I've now decided to rent my books from www.campusbookrentals.com and have had no problems.

Stephanie of Fairport, NY February 10, 2009

I have ordered several times from Chegg, and nearly every time, I have had fine service with no problems. But one time, one of my books never came. I emailed customer service several times, and would get canned responses, or responses asking for more information, like the ISBN of the book. Then, nothing. I was somewhat lax about contacting them, as it turned out I didn't actually need the book for the class. But eventually I called to say that my finals were in a few weeks, and I still hadn't received either the book or a refund. I was issued a full refund check in the mail. All in all, not horrible, but I wish they would be a bit more helpful and responsive by email.

Carole of Clarksville, TN February 10, 2009

I ordered 3 used texts from Chegg online at a good price. The books had the accompanying lab named right on the title and the other book said it had the Quickbooks CD which when rec'd and opened had a new looking CD to load Quick Books with a license number etc.

Well the one book had no lab, I had homework due, called Chegg and was told that they have a disclaimer in small writing that used book's assesories May not work. We had to order overnight from another company. Now today I am trying to load the QuickBooks and am getting a licensing error.

I again called Chegg and got a supervisor who was not sympathetic at all only offered to send us a return label. Again he said Accessories may not work on used books. I asked him since he was in the business of renting used books, and apparently none of the accessories such as labs and cd's work, why is he even selling these books?

I asked him isn't he inundated with angry students [like me] who is missing crucial assignments while I am ordering books and accessories that work from other companies? He said most students just want used books and don't use accessories. [I know this is not true, you can do homework involving QuickBooks without downloading the disc.]

So basically this company is renting useless books and causing Student's GPA's to go down through their false advertising. If the books title and label say that the accessory is included, it should be included and work perfectly.

I will never order from Chegg.com again and discourage anyone from doing so. They don't care about their students. Dave D. bordered upon rude he was so glib and non caring.

Erin of Babylon, NY January 6, 2009

I placed an order on August 29, 2008. Most of my books arrived in a timely fashion, but a book for a class that I had dropped took over two weeks to arrive. I sent the book back the day after I received it,which was September 19th. I was told that my refund would take a few weeks to process, so I waited until November 9th to contact them. I did not receive a response, so I contacted them again on November 19th.

November 20th, I received an email saying my refund has been processed, and should be reflected on my credit card account in 3-4 business days. My statement indicated I never received the refund. I contacted Chegg again on December 23rd, and was told that they never processed the refund, and that they would have to mail a check, which they planned to mail on Monday December 29th. I contacted them again on January 5th, and now they say it will take a few weeks. I have no job, and I really need the 60.

They have been unapologetic, and nobody seems to care. I have been late on my car payment, and I was 50 short. Now I have 40 in late fees, which I would not have incurred if Chegg had processed my return two months ago, when the said they would.

I now owe 40 in late fees to my car loan. I have wasted countless hours dealing with the incompetent people in Chegg's customer service department.

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