Chegg.com

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DO NOT USE Chegg.com
Posted by on
I recently started back to school and with a family of 4, the outrageous prices for textbooks at the school bookstore were just beyond my means. So, looking for alternatives, a friend recommended chegg.com. I checked it out and it seemed to be reputable and the price I would pay for the use of my books was less than half of what I would pay at the school bookstore. You know the saying, "If it's too good to be true, then it probably is?" Well, let me tell you that in this case it WAS too good to be true. I paid for expedited shipping and did receive my books quickly, but I had 2 MAJOR issues:

1. One of the books I ordered was for an online class and came with an access code to access the assignments online. Problem: the code is only allowed to be used once. Bigger Problem: Chegg "rents" out USED books. They should have never sold me this book. Therefore, this book was USELESS.

2. I used my credit card to purchase online b/c I can log on to my cc company and get a "secure" number for use online. Problem: I went to use my card 2 days after my purchase and my card was DECLINED. Reason: Chegg had sent through MULTIPLE (anywhere from 8-16) "authorizations" on my card so it was holding my available credit. Even though they were "pending" and had not actually been authorized purchases, I could not use my card. I called the company and my credit card several times (meaning over 5 times each), and finally came to what I thought was a resolution. I had to have my credit card company three way the "manager" at Chegg and tell her how to take care of the problem. They needed to call Merchant Services and let them know that only one of the charges was actually authorized. Problem is that the "manager" at Chegg pretty much had no clue what that meant or how to get their merchant number for this particular credit card company. She told me she would take care of it and call me back. She called me back the next day, but unfortunately I missed the call and she left a VM for me to call her. I did so and big surprise, she was "not in" the office. I left yet another message giving my cell phone number thinking she would be able to reach me easier....big surprise, I got a phone call at home the NEXT day and of course, I missed that call as well (after I had told them to call my cell phone). She did leave a message this time stating she had spoken with my credit card company and there were no more authorizations pending on my account. WRONG. I called Discover and they said they did not think she had called and that ALL the pending auth's were still on my account. Thankfully after a week of going back and forth with both Chegg and my credit card company, my cc company removed the auth's for me.

I did print the labels and shipped the books back the day after I received them since they were of NO USE to me, and am currently waiting to see if I have any trouble getting my refund, which should be no problem according to all the info on their website and on the hold message when you call them since I returned within 30 days of purchase. We'll see.

My advice...buy at your school bookstore. It's worth the extra money to get the correct books and know that you are dealing with an actual reputable company.
     
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BokiBean on 06/12/2009:
Helpful review, thanks. I've had a good measure of success using half.com for textbooks, new and used, but you have to know EXACTLY what you are ordering, or you can really muck it up.
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Chegg.com Textbook Rental - Aka Chugg A Long Delivery Maybe Get Your Books Half Way Thru Semester
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ON THE WEB AND SANTA CLARA, CALIFORNIA -- College textbooks are expensive to buy. Rental made sense. Chegg will debit your account immediately when you place your order for books THEY CLAIM TO HAVE IN STOCK. Then the bad news- you can't get reliable info from them about where your books are (when they have not arrived), but you can get a run-a-round. You can pay for "priority shipping" as we did- supposed to be 4-6 days. They claim that means 10-14 days. But they don't have the book at all in the first place so you are waiting for nothing. Then to add insult to injury, when you do get a "genius" customer service person on the phone (which is a great achievement), they may offer you a refund for your rental after they mislead you, deceived you with phony updates, and never had the book in the first place... all the time you are borrowing other peoples books, using books a the library (if you're lucky) and all around abused by Chegg - Since not receiving my paid order as promised, re-promised and all around lied to about, I priced the same books with Amazon- Voila! For about the same price as Chegg rental, you can own the book and have it in two days with free shipping in most cases. And, Amazon has a REAL place of business, not some suite # with no books to ship. I would spend my money and TIME with a reputable company before using some "mystical web base only" NO service, NO truth(s), NO textbook(s), and as of yet, NO money back. There is NO saving in time or money using Chegg and I would strongly recommend to anyone that they use their college bookstore (even though expensive) or Amazon, or even eBay - as they are all accountable.

Misrepresentation is the norm and customer service at Chegg is an oxymoron. It's actaully better to call or write AOL in India than to try to get any real answer you can rely on from Chegg - but then again it only your future at stake and they will have had your money by then when you finally, maybe, get someone on the phone.

If you feel you've been cheated, lied to, been ripped off, or just abused and wasted time and money with Chegg you are welcome to write and I will supply you with the information to go after them b/c it is NOT available from their "people" used loosely here, or on their "site". BEWARE.
     
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Soaring Consumer on 01/14/2009:
If it wasn't so long I would suggest that you dispute the charge with your credit card company or file a charge-back with your bank.

I suggest that you take them to small claims court.
Anonymous on 01/15/2009:
I honestly did not know you could 'rent' textbooks. I always bought mine and sold them after the end of the semester, unless they would be good references later. If a prof changes texts frequently, re-selling is tough. But, many universities and colleges are cracking down on professors who change texts frequently.
karojen on 02/10/2009:
Incident
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.

jlawless53 on 06/12/2009:
I understand your frustrations...read my complaint as well. If you have any info to "go after" them, it would be appreciated.
xeniph on 12/27/2009:
I've had horrible experiences with Chegg. I've usually defended them against people's negative reviews, but these last two semesters have been terrible. They've saved me some money, but they've made up for it in headache. So let's start with last semester, shall we?

Last semester I noticed that a book I had ordered never arrived, but said it had. I contacted Chegg via email and they resolved the issue, refunding my money. That was nice, but I still didn't have my book.

This semester...oh, this semester! I tried to use my Chegg coupon they give out regularly when you return your books, only to be told it was expired (I got the coupon the day before from their email service). One of the books I ordered from Chegg was called Artworks, and there is a complementing book called Art Starts. There were three listings for these books: One for Artworks, one for Art Starts, and another that was a little less than the price of both put together that said "Artworks with Art Starts." Thinking this was some sort of combo deal, I ordered the one with Art Starts. The book arrived without the Art Starts! I contacted Chegg and was told that they don't guarantee supplemental material. I knew that, but I thought that when a book is listed as being WITH something (and no, that wasn't in the title, I checked) they would make an effort to check that it was there. I was told that they don't CHECK the books before they're shipped, they barely even have an inventory! I felt like I had ordered a combo meal "Burgers and fries" and been handed the burger and been told that they don't guarantee the fries! After much haggling, I was told to return the book and they'd ship another that would hopefully have Art Starts in it. I shipped the book, and next thing I know they've credited my card for a refund and sent me no book. So I had to buy the book from another source!

On top of all of this, once again one of the books I ordered did not arrive in the shipment, despite Chegg's tracking number saying it did. Because of all of the "supplementary" junk going on, I mentioned it only in passing and figured I'd bring it up again when I was less sick of dealing with Chegg's customer service reps. Well, come end of semester they were asking me to return the book. I got on the IM again and told them I never got the book. They told me that UPS said the shipment had been delivered and to complain to UPS and get a number. I told them that the SHIPMENT that the book was supposedly in (according to their tracking) had indeed arrived, but that that book had not been in it. They said to check with UPS. I said UPS does not keep track of what is IN the package (I've been through this with UPS before), only the shipment of the package itself. They STILL insisted that I check with UPS. I checked with UPS, and sure enough the package had been delivered and they don't keep track of what is INSIDE the package! Voila! Back where I started! I got an email today asking me to return the book I never got, so I get to go a-customer-service-rep-wrangling again. I'll see if I can update this when I'm through to let you know if they actually make me pay for this. If you have any info that would help me not have to pay for it, it would be appreciated.
korgan on 08/03/2010:
I tried Chegg because I thought the idea of renting my textbooks sounded great, but when I started using them, the process was very difficult. My books never got to me on time and one of my books they would not accept back, but it was barely damaged at all. I still wanted to rent my books because it saves a ton of money, but I needed a new company so I compared prices and read reviews and found eCampus.com - Rent Textbooks. eCampus has been incredibly easy and I highly recommend them to all other students!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Not A Good Company
Posted on
Rating: 1/51
On 5/3/2014 I sold a book to Chegg. I was promised an amount and maybe 2 weeks later I saw my chegg account change. It stated they had sent out a check from Wells Fargo and that I would receive it in 10 business days. After the 10 business days passed I called because I hadn't received the payment. They then told me to give it 5 more days because it actually takes up to 15 business days. I waited. A few days after the 15 days I called back and was told they didn't know why I hadn't received it. They then told me they were going to send out another check. Here it is August the 7th, five checks later and I still have yet to receive the payment (order JK8TMCE). I have called repeatedly, chatted repeatedly. They just keep giving me the run around. They are very unhelpful. They say the same thing every time I call, give it a few more days. . Now what I don't understand is I've always used the same address for all purchases. Now when it's their turn to pay me there's something wrong with the address. I asked what do I do when I don't receive the 5th check. I was told that I would then have to wait another 15 days. I want to know what should I do because I'm more than sure they've sold or sent out my book to someone else. And to be honest I don't want it back. I want my money but they are giving me the run around. I never knew it would take 4 months (maybe more now) to get one payment. I usually use eBay and now I wish I stuck with them because that was a very expensive book.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
This Company Is Negligent and Incompetent
Posted by on
Rating: 1/51
SANTA ANA, CALIFORNIA -- Their website is incapable of safely storing payment information. Their error has cost me $29 overdraft, $145.88 being tied up for 3-5 business days, I am unable to put gas in my car or groceries in my fridge. After asking them to remove my payment information from their system they said it was not possible.
I had to physically go to my bank and fill out an electronic dispute form, I spend approximately 45 minutes at my bank, I spent approximately 40 minutes on the phone with Chegg, and I spent 20 minutes on the phone with PayPal.
This company is negligent and incompetent
     
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saj80 on 08/22/2013:
You don't mention why your funds were held. Was a purchase processed and pending? More information is needed. My daughters use Chegg for college textbooks, and, thankfully, have never had this issue.
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Do Not Use Chegg To Sell Back Textbooks!
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Do not sell your textbooks back to Chegg. I found out the hard way. I looked into 4 websites that buy back your college textbooks. Chegg.com gave me the most for my two books. I sent the books by UPS to Chegg. I find out today that they will only pay for ONE book. Apparent the other softcover book had a one inch corner crease on the front cover and the back cover. NOTHING ELSE is wrong with the book, no loose pages, no writing, no smudges, nothing missing.........great shape. I can not believe that they will not pay for this book, but they also will not send it back. I will tell you that I am sure they will resell the book or still rent it out.

I have used cash4books before and had great service. This was my second time selling textbooks, thought it would be nice to get a little more money..........when they say it is too good to be true, it is. Do not use Chegg!!!!!
Company Response 12/29/2009:

I’m sorry to hear that you had a disappointing experience at Chegg. No one wants to feel they've been cheated, so I can certainly understand your frustration.

If you would contact us directly, I would be happy to look into the matter. I’m a supervisor, and you can reach me at David@Chegg.com.

Without any of your contact information on this complaint, I can’t really say why Chegg specifically rejected this book. We gladly buy books which are in nice shape to rent to other students -- bent corners and all -- because we want everybody to save money saving and earn some, too! It’s in our best interest to deal with people fairly; I know we do, so I’d like to know how we failed in your case.

So without knowing the details of what occurred, I can only address this situation in a most general way:

Books which do not meet the condition standards that we list on our website are among those rejected; other books are those which we find are teacher’s editions or international editions. We clearly indicate that those books are not rent-able, so we don’t buy them, and we hope this dissuades customers from sending them. If they are still sent to us, they are then donated to our recycling program.

In this case, you obviously disagree with our assessment, and timely correspondence with Chegg would have resulted in a speedy second evaluation. Perhaps you did contact us and the book was still considered to be unacceptable; without your identifying information, I can’t tell you with absolute certainty what happened. But I’d love the chance to see if there is a problem we need to rectify – especially that of one student out there as unhappy with Chegg as over a million others are pleased!

Please contact me so I can see what Chegg can do, and, hopefully, we can turn this around!

We hope to speak to you soon.

Best regards,

David Dwyer
     
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Anonymous on 12/27/2009:
I was unable to sell back most of my college textbooks. They would tell me the book was used (well duh) or that they were updating the book for next semester (does a math book really need to be updated?). You probably would have had the same problem trying to resell your books anywhere. You could donate the books or try to sell them at a yard sale. Yeah you won't be getting what you paid for the books, but someone else can get some use out of them.
PepperElf on 12/27/2009:
yeh my college updated their math book too for calculus
the teachers held on to get them to use the same book another year or so

but eventually they'll have to switch to the new edition
Me on 06/10/2013:
So what Mr. Company man is saying in short is that if you send them a book to sell that they didn't really want to sell then they just steal it and put it in their "recycling program" (were they sell it for next to nothing) instead of sending back to you.
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Excellent Service
Posted by on
I am very impressed with Chegg's service. This company does online text book rentals.

My daughter started college in the Fall ('09) and got the text books from Amazon.com, it took a long time to get the books and one of the books never arrived at all. We knew we had to find another way so we tried Chegg.com for this semester.

Chegg rents out gently used books, we ordered five text books that would have cost us about $500 plus to purchase, but we got them from Chegg for about $200. They came within the week of ordering them, so I'm all ready impressed since Amazon uses media mail and they took ages to come.

Next, one of the books we received from Chegg we had to send back due to a change of classes. They pay the return shipping, you just print the label from their web site, easy as pie. I sent the book back, and within three days they sent and email saying they received the book and they would refund my card the amount of the book.

Great service, very prompt delivery of the books and their return and refund was very prompt and courteous.

Two thumbs up for Chegg this was truly hassle free and my daughter was happy to start her classes with the books in hand this time.
     
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