I haven't read any other reviews on here yet, but my experience with Cengage has been great. I bought an online textbook along with coursework from them for my Anthropology class.
I ended up dropping the class about a week or two later and sent a ticket with my info and details of the book/coursework I bought.
Even though it did take some time (about a month), I received a full refund on my credit card and a reply to my ticket from a Cengage representative. Like I said, I don't know what problems people have been having with Cengage that would cause this business to have such a low rating on this site, but I think the key here is being willing to wait in order to get your desired result.
Product or Service Mentioned: Cengage Learning Program.
Reason of review: Good customer service.
I liked: Products, Quality, Service.