"Firstly, I was disappointed that they only offered ground shipping so close to the beginning of the semester as I would have been willing to pay for expedited service. Secondly, only one of the three books came as guaranteed. The math book has been "in transit" for over two weeks and customer service says that my only recourse is to cancel the order and be refunded or wait for another copy to ship out! I feel like if I pay for something, I should receive it as promised. I was told it would take 48 for a supervisor to return my call. Seriously? I should have just bought the books at the bookstore two weeks ago and saved myself the headache. Would not recommend them to my worst enemy!!!"

"By far the worst textbook experience I've ever had. I ordered a book on August 25th and it was listed on their website as "in transit". I finally talked to customer service on September 12th and they said they can either refund me or ship the book again... with ground shipping, not expedited. I will never deal with Chegg again."

"Awful! I ordered a book from Chegg and two weeks later it still hadn't arrived. So I logged on to Chegg to see what was going on and it still hadn't even been shipped. I contacted them through their online chat which was painfully slow and eventually got a refund. It would have been nice of them to let me know that the book wouldn't even ship in two weeks. Who knows when I would have ever got it!"

"I was pleasantly surprised by Chegg's turnaround time. I ordered the book rental on Sept 6th which was the labor day weekend and i received the book at noon on the 9th, The book is in good condition and Chegg offered it at the lowest price. I'm going to use them again for my future needs. Just one thing - it would be great if you guys could send an automated email when the book is shipped. That way the customer doesn't have to wonder and doesn't have to keep clicking on the order status link from the email."

"I rented my Calculus and Psychology textbooks from Chegg. My Calculus book came exactly as expected - no highlighting, creases, not an international edition. I was pleasantly surprised with my Psych book - it came 5 days early and was brand-new! It even had the concept charts included, although Chegg had warned that this is not a guarantee with their rental books. I will definitely be renting from Chegg again."

"This is a follow-up review (see post below). As suggested I contacted Chegg again and did a live chat. They shipped another Macroeconomics book right away, which I received yesterday (quick), but this one is exactly the same wrong book as the first time--Still has the wrong ISBN--not the one I ordered. Chegg should Not substitute books without consent, and if a book is sold out it should update its website."

"Terrible Customer service.
Guaranteed arrival date for a book came and went with unavailable tracking information.
They reordered the book from the same third party vendor after telling me it was in their wherehouse and they could overnight it.
Nobody could tell me when the second order would even be shipped and there is no access to a supervisor.
I finally asked for a refund. Hopefully that will go smoothly.
This company definitely doesn't know how to conduct its business very well.
Two thumbs down!"

"Chegg uses 3rd parties for some of their textbook rentals and can't track their shipments!! Ordered mathbook UPS Blue-2 days on Sat. Aug 21. Should have been here 8/25 at latest. It is now 13 days (9/2) since original order. Called their CS phone ***-***-**** Aug 30 and Rep sent out a second book UPS Blue. That book has not come either. Rep says Chegg is "unable to track these 3rd party book sales" so they can't locate either book. Rep say they "can't contact the 3rd party" to find out. How crazy is that. I asked today (on the 14th day since original order) for a refund. They said the refund will take 3-5 days and could not provide a confirmation # for the credit !! Rep said "if" the books come send them back with their label. Now I have to buy the book at school and catch up on 8 days of homework. I would never trust them with a textbook order again! Pick someone else to do business with !!
"

"Horrible service... order status says "in transit" and that I should receive the book by august 30th. today is sep 1, and no book... I called them and they first said the book had arrived but they'd do me a favor and send me another one... Then they call back and say the book is not available through their sources nor was it ever available or sent out (even though in my account on their site it says the estimated arrival date is the 30th even today september 1)... I ordered on the 19th content with the fact that I'll be getting the book, and the whole time after they took my money (and while they were taking it) they didn't even have access to the book. On top of that, they didn't even let me know until I called in and inquired about the order. Otherwise I would still be waiting for my book. Horrible business ethics. Their built in scapegoat is of course their "sources" not telling them about lack of availability.. If you can't communicate properly with your sources, don't start a darn business where you let people assume you're professionals. SO wrong to take my money if you don't confirm with your sources first that they have the book available especially when you know getting the book is a time sensitive matter for students. Now I'm stuck without one and can't afford to buy one because I made the mistake of assuming the folks at chegg were professionals who wouldnt have taken my money unless they knew they could provide me with what I paid for. Not a mistake I plan to make again. Chegg, I'm posting this wherever I can to let people know about you."

"I WANT MY TEXTBOOKS BACK! I have gone back and forth with Chegg trying to get my payment. I finally received the checks today, the day AFTER I requested a that my items be returned to me. The checks were post marked August 30 2010 and today is September 1. I am so over it. I volunteered to be the first to try out chegg and frankly I'm not impressed. I don't have a good word to pass unless they plan to overnight both my textbooks back to me. The satisfaction meter is in the red."

"This was first time using Chegg. Textbook rental is a good idea, though this business model has many hoops to jump thru e.g. return dates not aligned with semester, subjective state of book on return etc. Okay- my particulars. Ordered text book 8/7. Credit card was charged 8/9. Book was schedule to arrive 8/18. Today online tracking still indicated "in Process". Called Chegg - generally friendly and empathetic customer service. Told me order involved third party seller and after several minutes of checking told me book they could authorize expedited shipment though they couldn't say when. Later in day had message on phone saying book was out of stock and they would credit my charge card. Hope this happens as quickly as they debited me. Had I known there was a supply problem back on August 7th when I ordered I would have had ample time to locate another. With school starting today I am now srambling and forced to pay another vendor expedite fees. Did receive a 5% discount coupon in my email today. Pretty unsatisfactory experience. Don't think Chegg will get an opportunity for my business again."

"I started to place an order and pay using paypal.
I received a message on the screen that the transaction could not be completed. I checked my email and paypal and indeed $101.91 was deducted for an order that was never placed. It will take 2 weeks for this money to get back to my bank account for an order that was never even placed!!
I tried contacting customer service and all they could say is there is not an order. I told them I know this...but they still deducted the money!"

"I have been very happy with CHEGG prior to this. However, I just rented the book Ordinary People, which is required for my class. CHEGG charged $21.99 for this rental. When I received the book, I noted that the original purchase price on the book is $13! How can CHEGG be so greedy? When I ordered the book, I thought I would be getting a textbook. I did not realize it was the novel upon which the movie was based. CHEGG is showing a sale/replacement price of $146.48 for this book! What a scam! I hope they discontinue this practice. I will continue to use them, as they have saved me $$ on other books, but RENTER BEWARE! Make sure you know what exactly you are getting for your rental $$$. I will, of course, be returning Ordinary People to CHEGG and purchase it from Amazon.com for .01 plus shipping, for a total of $4.00. SHAME ON YOU CHEGG!!!
Within an hour of contacting CHEGG, they realized this book was priced incorrectly, and took care of this issue to our complete satisfaction. They have re-priced the book for purchase for $14, and have credited our account. Great customer service! "

"Dishonest company. I ordered a book from Chegg.com on next day delivery for a spanish class. Book came in on time and I was pleased. But then I realized the book I ordered needed to be brand new because their was a used code inside that would not give me access to an online account. I had 30 days to return for a refund of the purchase price. I procrastinated up until the 30 day mark, but still had it post marked within the 30 days. Upon them receiving my book it stated that they recieved my book and it was post marked 5 days later than when I actually sent it out. I called them to inform them something was wrong and they said I had to prove the post marked date and that I should have used a UPS tracking label. On top of that, the email they sent me said my book was post marked on 8/05/10, but the email they sent me was also sent on 8/05/10. So my book would have had to of been sent with same day delivery even though I only paid for regular 3-5 day delivery. Even though they told me I should have used a UPS tracking label, the email I recieved that stated the return requirements stated nothing about it having to use a UPS label. Customer service people were very nice, I just think there are some dishonest people in the company. If I didn't procrastinate until that last day I'm sure I would have recieved my refund and would have been satisfied. But even still, there was definitely some dishonesty on their part about when my book was postmarked."

"SCAM!! Do not "try" to sell your book to them unless you never want to see it again. I sent them a book, got a quote, sent it 2 days later (well within required time). They sent me a notice they go the wrong book (a book with no current value and that I haver never owned). My option is to donate the book or they can return the book (I have never owned) and they will keep the book I sent them that does have value. I have the sells receipt from the other company. Good thing is, I recorded the quality of the book, ISBN#'s on the back to prove it was in good shape. I will be reporting them to my local Attorney General, BBB and the Internet Crime Complaint Center as they are a very fradulent company. BEWARE!! plenty of other companies out there.

UPDATE:

Here is their response to another BBB complaint because they weren't paying me back my shipping charges - BECAUSE THEY DIDN'T SHIP ME ANYTHING!

Company's Response
Company's Initial Response - Posted 09/28/2010
Customer was reached out to via phone , 09/24/10. The customer originally generated a quote for an ISBN that was eligible for sale, however the customer sent in a textbook that was only eligible for donation. They received an email indicating this info, along with the option to donate or pay to have it shipped back. The customer opted and paid for the re-shipment of the textbook back. The customer then continuously called the CS department and stated that the textbook they sent in was indeed correct. Customer refused to give up and eventually was paid the amount of $91.09 as a one time courtesy. We are also sending them a check for $6.99 for the amount that was paid for the shipment to be sent back. We initially attempted to refund electronically, however it failed.
Initial Response Summary
Reached out to via phone 09/24/10. A check in the amount of 6.99 is being mailed out to his address

MY RESPONSE TO THIS BS - don't you love how this company blames everyone but themselves. The reason they finally gave me the money was because I contacted the manufacturer and sent Chegg the email showing Chegg was wrong - they had the right book. But, they try to blame the customer. Bad Customer service practice if you ask me. Also, the reason I called them a lot - WAS BECAUSE THEY CALLED ME. How dumb are they, when they call someone and ask for a call back - that person typically calls back.

DON'T WORK WITH THIS COMPANY. There are plenty of other less expensive company's out there."