44 Responses

1. charlayne

   09|Sep|2008 1

   LOL – I have the same story! I noticed that I came across several of your posts! What other websites have you hit?
   here is mine:

   While Chegg.com has a wonderful concept, rent a book and they plant a tree…Chegg’s CUSTOMER SERVICE SUCKS! I have been trying to get a hold of them for 3 WEEKS now. I am still missing one book (out of the 10 that I ordered).

   I have sent several e-mails and called them (what feels like) a million times. Every time I call, their answering machine says they are experiencing “a high call volume” and to call back later or send an e-mail. It then HANGS UP on me. So I call several different times in the day and it’s the same story. I don’t think there is anyone on the other end – EVER!

   With regards to the e-mails that I have sent, I have gotten 2. It seems like they are idiots because they keep asking me for the same information (that was in the e-mail that I sent to them).

   I am discouraging students (et all) to not RENT from Chegg. Find alternatives…they are out there. Also, I am going to do the following:
   1. Post all over the web as much as I can to let people know my experience.
   2. Request a credit for that specific book from my credit card.
   3. Report them to the better business bureau.
   4. I am going to un-recommend them to all my friends.

   I am tired of being hung up on and not being called back or given a solution to my e-mails.

   THIS IS SO FRUSTRATING!

   While on my posting frenzy, I came across this – VERY INTERESTING – Chegg could be all a lie!
   http://www.edugeekjournal.com/blog.php?id=190

2. Russ

   09|Sep|2008 2

   Thanks for your comment!

   It seems that Chegg just doesn’t have the basics down of how to do business. As is customary in this age, I and others have spread our experiences around the internet. While you do save money, it’s not worth it when you have to deal with their customer support.

   I’ve had my “priority” shipping fee refunded for the one book that still hasn’t arrived. They’ve said it will arrive by UPS, but they can’t give me a tracking number.

   They also said that the original shipment was damaged during shipping, and a replacement was sent out on August 31. I doubt this because first off, I received notice that my order shipped the 1st of September. Also because even the slowest UPS Ground service takes 4 days to get to my location from anywhere in the country.

   I actually got through twice, but the people on the other end didn’t seem to know a thing about what was going on or what they were doing.

   So extremely disappointed with Chegg.

3. Kaci

   11|Sep|2008 3

   I am very disappointed with Chegg as well. While I got my books on time, I had to return two. I shipped them at the exact same time in the same box, yet I was only credited back for one item. I have been calling customer service for 2 weeks now and keep getting hung up on. I have sent 4 emails with no response.

   Chegg sucks!

4. Russ

   11|Sep|2008 4

   Just got my last book today (overnighted yesterday). Overall very dissatisfied with Chegg.

   If anybody is still having problems, sign up for a free account on Linkedin and contact the CEO, Osman Rashid: http://www.linkedin.com/in/chegg or https://www.linkedin.com/secure/register?authToken=wR81&authType=name&lnk=vw_pprofile&id=131044

5. Mascis

   17|Sep|2008 5

   It’s also been three weeks since I ordered my book for biology and received nothing, nada, zippo. I opened a support ticket yesterday and they’re supposed to respond within 48 hours. If I don’t hear anything by Friday, I’m going to dispute the charge with my bank. Strangely enough, most of the texts on their site are now listed as “Due to high demand, this book is temporarily out of stock.” Perhaps chegg got too big for their own good, took their cash and jumped ship? Stay far, far away from these folks!

6. Russ

   17|Sep|2008 6

   Their customer service is just absolutely horrible.

   I suggest taking the route I did. Call as many times as you can to their phone support demanding answers. Get your shipping fees refunded.

   Also contact the CEO on Linkedin.

7. mike

   03|Oct|2008 7

   Hey, I ran into almost all the same troubles. I wrote a similar post at my blog ( http://immcdavis.com/post/48924258/chegg-nothing-but-troubles ) because of how frustrated I was with them.

   Eventually we just gave up on them because of how terrible we were treated.

8. Katie

   23|Dec|2008 8

   I didn’t really have any problems with chegg at first. I received the book in a reasonable amount of time, it was brand new, etc. Then I decided I wanted to purchase it, so I paid the difference. Then I get a call last night telling me that I haven’t returned my book and I’m going to be sent to collections if it isn’t returned ASAP, despite the fact that I bought the book outright and my account online tells me that everything is just fine.

   It was nearly impossible to get in touch with customer service, seeing as how half the time I called, all I got was a busy signal. The other times, the wait time for a live operator was nearly half an hour, and when I was about to speak to the operator, it hung up on me. When I finally did get in contact with them, I was told everything was just fine with my account and there weren’t any problems at all.

   I then get an email with a lame apology for any inconvenience, assuring me that I am in good standing with their company. It’s a shame they aren’t in good standing with me.

9. Michael

   24|Dec|2008 9

   Hi Katie!

   Wow! I have the same exact situation as yours with the “your late” phone calls and emails saying how I need to return the book ASAP or my account goes to collections!

   What a horrible company! I’ll just by my books from now on and take the hit when I sell them back.

   Make sure you also send them another email asking them to send you a confimation email that you did indeed purchase the book. That way if this thing gets legal in any way, you will have your proof.

10. Russ

    24|Dec|2008 10

    It is unfortunate that Chegg is still not learning from their horrible customer service mistakes.

    I even had the CEO Osman Rashid treat me like a child him when I confronted him about these practices.

    Too many companies just don’t get customer service. I am fortunate enough to work for one that does.

    Thanks everyone for your comments on this!

11. Chegged out

    17|Jan|2009 11

    This is my second semester of renting from Chegg… this time I went to buy a book brand new from Chegg instead of renting. Got a used one. They quickly shipped another and apologized for the error. It arrived today and it is used, too.

12. Carmen Juszczyk

    04|Feb|2009 12

    Thank you to all of your inputs on this Chegg company who still can afford to sponsor links in Google search results. I sure will avoid them. Again, I can’t thank you all enough for warning me!!

13. michelle

    10|Feb|2009 13

    Thanks also from me!! I was just about to type in my credit card number to order a book… until I wondered if the whole Chegg thing might be too good to be true. Turns out my gut instincts warning me were dead on. Thanks for saving me the time, money and aggravation of dealing with such a company. What also makes me weary is the fact that if you type in “Chegg review” into the Google search engine, mostly positive, commercial reviews come up. It’d be easy to miss these unbiased user reviews in the midst of all those corporate-sponsored bollox ones. Thank you so much again!

14. sandy

    02|Mar|2009 14

    thank you so much. i was getting ready to enter my cc# and something kept telling me to search the reviews! school is stressful enough and we dont need the added stress of dealing with not having books! dont they realize that customer service can make or break your business! thanks again!!

15. Johnny

    11|Jun|2009 15

    I was skeptical about trying Chegg, but after hearing about favorable experiences from friends, I decided to give it a try. Chegg exceeded my expectations. I got my books in 2 days and all the books were in very good to brand new condition. I hope the return process goes just as smoothly. btw, I saved over 70% off the book store price.

16. Diana

    30|Jun|2009 16

    I am currently having the same problem as Kaci…how is it possible that I sent 6 books back in 1 BOX and only get acknowledged for 3, and now Im receiving emails of late fees..I HATE CHEGG!!! and they dont respond to my emails…all i know is that IM NOT PAYING for those fees when its their mistake

17. sophie

    07|Aug|2009 17

    I used chegg to rent my daughters books. I reached customer service on the first try and the books arrived in excellent condition within 2 days. I am very satisfied with chegg and will rent from them again.

18. Russ

    07|Aug|2009 18

    It’s great to see that they may be improving. Their company could certainly be successful if they focus on customers service, unlike what they’ve done in the past.

19. Annie

    11|Aug|2009 19

    Hmm I wish there were more recent reviews because I’m considering renting from chegg…So far I like all the prices they offer, but i definitely don’t want to have to deal with all of the hassle it takes to receive a simple box…

20. Russ

    13|Aug|2009 20

    Just spoke with Sarah on Chegg’s Live Chat who was very kind. I have heard some good things recently so I am giving them another chance. I will update this post once I receive my books, which should happen no later than August 24th (according to their guarantee)

21. Jen

    19|Aug|2009 21

    Oh snap! I am so poor… I want to try them out but now I am a bit weary! Can’t wait to hear Russ’s response!

22. Russ

    19|Aug|2009 22

    Update:

    I received one of my books yesterday. The other was lost in transit and I am told the replacement will arrive on the 20th. I did actually receive a phone call telling me this, but I am unsure if it’s because of the trouble I stirred up last year.

    I have used UPS for a lot of stuff, and Chegg is the only company that I have ever had a “lost shipment” with.

    Overall the shipping times kind of suck but their priority price isn’t that much. They also have a few coupons out there (search for Chegg coupons). I would say their customer service has definitely improved.

    I will provide a final update upon receiving my last book.

23. Michael Rayo

    20|Aug|2009 23

    I ordered 2 books yesterday from them. I paid for the standard shipping. Today, I logged in and checke the status of the books. I clicked on the links of the tracking numbers and it led me to the UPS website. On the UPS website, it shows the shipping method is 2nd Day Air! It shows I will receive the books on Monday August 24. This is the first time I used Chegg

24. Michael Rayo

    20|Aug|2009 24

    Continuation of my earlier comment….

    On the Chegg website, it shows the estimated arrival of my books is in 11 to 14 days. But the UPS website shows 2nd day air.

25. Russ

    21|Aug|2009 25

    Update: Received both the “lost” book and replacement book today. Within the expected delivery timeframe. Overall a positive experience, great improvement in customer service, still some shipping oddities.

26. John

    25|Aug|2009 26

    My experience was very good. They sent the books very fast and the books were all in great shape. I even got the CDROMs included. Plus they paid well for the books I sold them. Use promo code CC101954 to save an extra 5%.

27. Paul

    27|Aug|2009 27

    So Chegg screwed me too. I received one of my books when it was supposed to arrive, but apparently the other ‘is so back ordered that Chegg is not able to ship [me] the book’. Why the hell a company would allow customers to order a book that it cannot actually provide is completely beyond me. They refunded my money for this book, as well as the shipping, but I’m 2 weeks behind in the class that requires this book because of bloody Chegg.

    Also, their tracking system is ridiculous. The book that was back ordered was listed on their site as having arrived, when in fact, it was the other book. Hopefully this company can figure its s**t out because as college students, we’re kinda screwed every which way when it comes to the cost of our textbooks.

28. Michelle

    29|Aug|2009 28

    I just ordered books and am now super scared! please keep your fingers crossed for me! i cannot afford to spend anymore money!!

29. ElizaAnn

    31|Aug|2009 29

    I ordered a book from this website and THEY DELIVERED IT TO THE WRONG HOUSE. So, never having received it, I called them and ordered another one. They took the previous charge off my card and put another one on. It has now been two weeks since I ordered the second book and today I got an email saying that they are out of stock of my book. The has been the most ridiculous experience trying to buy books I’ve ever had. STAY AWAY from this company.

30. Lonn

    02|Sep|2009 30

    I will never use CHEGG again! Common class starts tomorrow and they have lost the same book twice this is ridiculous. I will never promote CHEGG via Facebook or any other means. I was better off using Amazon.

31. Joe

    03|Sep|2009 31

    im really suprised at the things everyone is saying in their reviews. ive been using chegg since september 08 and have not had a single problem. i have always gotten the books earlier than the expected arrival date and the books are usually new or in very good condition.

32. Russ

    04|Sep|2009 32

    It’s seems that Chegg is just still not very consistent with their shipping or customer service. That is very unfortunate as it would be an awesome company if they would step up their game.

33. Sia

    04|Sep|2009 33

    I just started using Chegg I didn’t have a issue with customer service was patched through quickly and the books were received before expected time. I quite satisfied with Chegg and continue to promote and use their company.

34. Madeline Zavala

    13|Sep|2009 34

    I was recently the victim of internet fraud and chegg.com was the last website that I used to purchase over the internet. Does anyone know how secure is chegg.com?

35. Brett Johnson

    25|Sep|2009 35

    Chegg.com is horrible. Their information listed is FALSE. They mislead you. Their customer service is HORRIBLE. I reached them three times for a problem I was having with confusing and incorrect information on their listings, to no avail. They still have no addressed this problem, after weeks and weeks of notifying them.

    Avoid Chegg.com at all costs. It’s not worth having shaky shipping, unreliable service, and HORRIBLE customer service. I would never, ever, ever pay Chegg.com anything again, EVER.

36. Steven

    10|Dec|2009 36

    I started and ended using Chegg this semester. I heard all the gossip very early on this semester so i decided to rent one book. I was expecting very cheap, the book was cheaper but only by a few dollars compared to other companies such as amazon or ebay. I filled the information out, and spent extra money to have it shipped faster. I waited three weeks for the book to come in. Test were coming up which forced me to buy a book at the book store for full price. It wasn’t until about 4 months after my purchase did i recieve the book. So i now have to spend money to ship the book back to chegg or i will be charged full price.

37. Russ

    10|Dec|2009 37

    Contact their customer service and request a refund. You can also print a prepaid shipping label from the Chegg website (when you click to return the book).

    You should receive a refund for the shipping fees, and for the time you did not have a book. Accept no less!

38. Penny

    22|Dec|2009 38

    I’ve used Chegg for about four books and they’ve always treated me nicely (ie, was able to get in touch with customer service and received my books on time). I just closed my account with them because I’m no longer an undergrad, but I would still recommend them — just as long as you order your books right when you get the syllabus or see the course listings at the book store just in case there is lag time or they sell out. :\ But if any of the above incidents happened to me, I’d be pissed too. It’s too bad that it’s not consistent, otherwise it would be a pretty awesome concept.

39. Hannah Donahue

    11|Jan|2010 39

    I just ordered my books from cheggs about a week ago. I ordered 7 books and they all go here before the estimated date. They were supposed to come in ton the 15th. I would reccomend them. No problems yet. Thanks Chegg!

40. debra

    13|Jan|2010 40

    i ordered from chegg this semester and had no problems. i ordered the book at around noon on a tuesday & it was delivered on wednesday. the book wasn’t new but it was in like new condition.

41. Annie M

    14|Jan|2010 41

    I hate chegg I ordered a book and never got it not they’re sending me another one supposably I just want my book!!! why me? lol i hate them

42. Wes

    20|Jan|2010 42

    Be careful about the deadlines as well. Chegg will allow you to extend your deadline but after that you will not be allowed to extend again and you will be charged for the full price of the text – regardless of whether you send the book(s) back or not.

    As of this writing I am still negotiating with customer service to have the full prices of the books dropped since I am sending them back. Chegg’s customer service seems to be genuine but I think their hands are tied behind their back concerning charges because, like most current companies, they are dependent upon computer systems to handle their monies.

    So learn from my mistake and ship your books back in a timely manner!

43. Manda B

    27|Feb|2010 43

    Recently decided to give Chegg a trial run. Although I decided to cut it a bit close between the time my classes start (this week!) and the placement of my order, I’m crossing my fingers for a hassle free delivery. Will report back.

44. Manda B

    03|Mar|2010 44

    So my book has arrived, as expected. Ordered 2 day shipping; book is in very good condition.. but huge. :O certainly not dragging that to class.