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Chegg 4 Star Rating: Cheapism Good Pick
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Summary:

Chegg recently doubled down on the digital future, but rentals rule at this textbook website, with prices that Chegg reviews peg as middle of the road. Indeed, that characterization seems to capture the overall sentiment about Chegg. Comments posted at Reseller Ratings are split and one student writes that customers have a love-hate relationship with the site. Some Chegg reviewers express satisfaction with the operation: customer service is efficient; delivery is speedy; returns are easy; prices are fair; the condition of used and rental books is good.

Others are less enamored. Critical Chegg reviews claim that agents are rude, buyback payments fail to arrive, tech support for ebooks is nonexistent, orders evaporate for no obvious reason, mistaken or excessive charges show up in accounts, and so on. The majority of complaints posted at a Better Business Bureau site in California concern billing/collection and the product and service. The site states that many problems were resolved once the BBB intervened.

A 21-day satisfaction-guaranteed return window is open for purchases and rentals of hard copies (return shipping fees deducted from the refund) and 14 days for ebooks. Rental periods cover a traditional semester, but adjustments are possible where the term duration differs. Due dates may be extended for a fee, and overdue returns incur fines. Chegg sometimes buys back books but guarantees the offer price for just seven days and won't honor the quote if the book's condition doesn't match the student's description.

Shipping is free on orders exceeding $85. Charges for smaller orders are not posted, but a test we ran turned up fees of $5.99, $10.99, or $16.99, speed dependant. While awaiting delivery, customers get seven days free access to digital versions of the book. Return shipping is free for rentals and buybacks.

Although nominally a textbook rental company, Chegg tries to be all things to all students. Customers can buy, rent, and sell books; download an app for, and buy, etextbooks; get homework help; and search for jobs and internships. This textbook site should appeal to students who want the full monty, but it doesn't particularly stand out for the usual business of buying, selling, and renting course books.

by Elizabeth Sheer (Google+ Profile) – August 6, 2014
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