I ordered a brand new copy of the textbook Improving Schools Through Action Research on June 5th. I paid for overnight shipping because I needed it for my first assignment for my masters class. Didn't show up after 5 days so finally messaged them they said they couldn't tell me when I would get it. Well, I ended up having to buy a digital copy because I had to get the first assignment done. I rented the other two books and they had arrived within the 2 days. So June 15th is when the book finally arrived. In the meantime I had messaged them and said I wanted my 135.99 back for the book that was only 173 pages. Anyway, they told me they could not give me a refund until the book was delivered. When it arrived it was a used book that they ordered from Amazon on the 5th the day after I originally ordered it. The only reason I know that is because the slip was in the book. Which by the way they paid for 2 day shipping after they received it from Amazon as you can see on the picture of the box. After I got the box I contacted them and said hey I ordered a brand new book and you sent be a used one. And I am wanting to return this book anyway but want to make sure I got my full $135.99 back even though this book I am sending back is used. They thought and I was accused of losing the original book and buying a used one to return it for the $135.99. I screenshotted the one conversation however, I had a couple more after this just needing a shipping label for the correct book which they kept sending me a label for the 2 books I rented from them. Customer service told me today they couldn't refund my money because you only have 21 days from the day of purchase to get your refund so they can refund me the money and today once again I was accused of losing the new book and ordering this book from Amazon. Well the slip in the book said it all. IT was NOT ordered by me. After, 3 hours of back and forth they are gonna do me a favor and refund the full $135.99 for me. But I have to call them back after I send it off an they receive it in order to get a credit! I have way to much to do with my time than to try and get back money from a purchase that they totally screwed up on. On top of that, the other two books I am renting, the one is from Amazon. DO NOT ORDER FROM THEM!

Kill yourself chegg

And i mean that with 100%, i mean that with 1000%. KILL YOURSELF NOW!

$#*!ing thief's.!

Tldr: wanted to return a book. Called and emailed for 3 weeks with no answer. Finally a girl answered my call and i explained the situation to girl on the phone who then raised her voice at me, belittled me and told me that i was wrong and what happened did not actually happen. Had to ask 2 times to talk to the manager which she still refused but told me that she could only give me a 25% discount. Someone in the background also kept coughing and talking about smoking weed so loudly i could barely hear the girl on the phone.
THEY ALSO WILL NOT LET YOU REMOVE YOUR CREDIT CARD AND WILL CHARGE YOU EVEN AFTER YOU CANCEL.

Long version:
I wanted to return a book before it arrived because i had dropped a class. I called customer service which was a 40min wait. When i told them the issue, They said it was no problem and they would mail me a shipping re label with my book.
I waited for my book to arrive and once it did i could not find the label in or on the box. I waited a few days and still nothing so i called. I called 3 days a week and each time was 2+ hour wait so i ended up not being able to call. I emailed and the woman who emailed me said to email one of cheggs 3rd party businesses they are connected with since chegg gets their books from there. I emailed them with no reply back. So i continued to call and got no answer.

Finally I called the day before it was 21 days since I had gotten my book and was answered within 5 mins. I explained the situation to the girl and she had told me that I was wrong and that no one told me that they would mail me my shipping re label and I must have not been listening well because they said they'd email not mail it. (I thought maybe i did mishear and checked my email and spam but i had not gotten any emails from chegg about my relabel so obviously i either did not mishear or they didnt send me one).

I then told her that they obviously did tell me that theyd mail it so I've been waiting for it and I wanted to return my book and get a refund. She told me no because it had been over 21 days since I purchased my book and it was my fault because I didn't call sooner. Which i replied yea but it took about 6-7 days to ship to me so that means that i only had like 2 weeks to return it not 21 days? Also i did try to call but everytime it was over 2 hour wait and i couldn't wait for longer. I also emailed with no response.

She told me that she did not care and it wasnt her fault that i was too busy to stay on the phone for longer and that i needed to learn to read their website because it states no refunds for returning a book after 21 days. I said then what's the point in returning the book now if i cant get my money back and she told me to go ahead and see what happens and they're gonna upcharge me on my subscription price. (I also spent $15 on cheggs tutor service).

I asked to speak to a manager and she refused stating that he was only going to tell me what she had already told me. I said i don't care i want to speak to someone higher up than you and she raised her voice at me saying "okay but im just telling you whats going to happen soo." i told her i didnt care and waited

She came back on the phone with me after 10 minutes and said the manager could only give me a 25% discount and asked if that was good enough for me then.
Tired of talking to her i just said yea i guess and she said she emailed it it to me and to make sure to read my email this time.
During the entire phonecall i could also overhear a man coughing in the background and talking about smoking weed so loudly i had trouble hearing the girl well.

I honestly questioned if i really had just talked to a chegg employee or a wrong number because of how rude and unprofessional the encounter was but I did get an email of my relabel from chegg after the call so i really was just talking to a chegg employee.

They would not let me cancel my book rental after 30 m (it was 45m). Although this is a very inconvenient and shady rule, that wasn't my main concern. I wanted to file a complaint, so that they could be aware of this operations issue. I study businesses and operations, most companies do not know where they are going wrong and what systems are archaic. Complaints are used by companies to see where their operations are going wrong. Instead of transferring me to a supervisor, which is why I called the number because I had previously been chatting with the helper online, the agent refused to transfer me to a supervisor, which was really rude. I told the agent that I wanted to complain about their process. He told me many companies are like this... I online shop a lot and haven't really had this problem, so I wanted an example. He cut me off saying it was a waste of time... EXCUSE ME! Me calling in is also a waste of time, which is why I wanted to talk to someone in the first place to save people time in the future. He was "combative" with me... his words not mine. I asked him why he was upset. He said he was not, but constantly kept talking over me and cutting me off. At no point in this interaction, did I say that he was at fault on anything. I merely just wanted to log a complaint about the system in place. His constant badgering me instead of listening to my actual complaint is what upset me. I wanted to also file a complaint about him at this point, but conveniently enough, the only way to file a complaint with him is through him... WHAT THE HECK! There are a lot of systems in place at CHEGG that negatively impact the customer service aspect of this company. I feel like this is a scam because canceling a rental would save them shipping costs and have inventory for future renters instead they insisted upon me receiving the book and mailing it back... maybe they wanted me to forget about it and pay them the full rental fee. These tactics have been used by other companies such as blockbuster. People forget about what they have and pay overages. The latter part of my comment is obviously speculation, but the experiences before that lead me to believe that Customer Service and client relations is not a top priority or at least I felt that way when I interacted with this company. Hopefully, this helps other people. I don't know if the "savings" from them is actually worth it.

Very bad beware, scammmmm

I rented a book from Chegg and I got it 2 days later than promised. I paid for my order through PayPal and Chegg originally tried to charge me $126.00 for a $29.00 order. Not only did they try to charge me that unknown $126.00 charge, they tried to charge my account two additional times for the $29.00. So when they did the $126 charge PayPal automatically switched the charges to come from a different account because I didn't have the funds for the $126, I only had enough to cover my purchase of $29. Then when they switched it, the bank gave me two $32 charges on my second account because I didn't have the funds in the second account either. The main problem with Chegg is, I asked them repeatedly, called 4 different times, begged to talk to a manager or the financial department, I MEAN I BEGGED THEM, and they wouldn't ever let me. I got all the information the student reps asked for me and my bank to provide and the company would never return my call to retrieve that info from me and explain to me why they tried to charge me the $129, which destroyed two accounts. My bank said if any charges try to come through on my account from Chegg it will be automatically be declined for their fraudulent activity and will it freeze my account from now on, if I was ever actually dumb enough to place another order through their company. I'm a student and I don't have a lot of extra funds in my accounts to cover incorrect charges. After my call with Chegg customer service, I got an email that was a survey/review and it ALSO promised that if I wasn't happy or if my issue wasn't resolved they would return my call and remedy the situation. Needless to say they never did, neither did the supervisor, or the financial department. So if you use Chegg expect no assistance whatsoever when it comes to handling their mistakes. Also I would definitely be leery of the charges they may try to put through that aren't associated with your order. They do not help, they don't assist, the hold time is insane when trying to talk to a student rep, and please don't ever expect to depend on the reps for any assistance at all, they act as if they are doing this for free and have no compassion or customer service skills at all. Each and every person perfectly gave me the runaround and quoted the same things to me during each call which makes it seem like they have these issues often and have a script for dealing with disgruntled customers. My review, DO NOT CHOOSE CHEGG, YOU WILL REGRET IT!