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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company has been pestering me with unwanted emails for two years and have put up with the harassment for far too long. We asked the local Hallmark store about it and they said they weren't aware of a Hallmark Software associated to the Gold Crown stores and suggested it is spam or a phishing attempt. Judging by the fact we get TWO unwanted emails per day from no-******************************* we can only assume that it is some sort of scam or phishing. We do not shop at Hallmark and never signed up for Hallmark Software emails. We request they opt this email address out of all their lists, delete it from their servers and databases and/or annotate it as do not contact, and cease and desist sending email to this address immediately and permanently.Business response
12/19/2023
This customers email has been removed from our marketing data base.
Customer response
12/20/2023
I am rejecting this response because: the response states the email address was removed from their marketing database but failed to clearly indicate that this action is a permanently removed the address from all of their databases, nor did it indicate that the email address was permanently opted out from all emails, nor did it indicate that the twice daily emails would cease. We respectfully request a clarification indicating that the email address has been removed from all databases to include but not limited to the marketing database and that this action is permanent, and that all emails will cease effective immediately as a result of their faithful action to resolve this complaint.Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I got a card in the mail from Hallmark to Upgrade my software to the Hallmark Card Studio Deluxe.I paid, I downloaded it and to date, I have not been able to reach them or get the program the system to work. I am at my **** end and have no more time or energy for this! I will delete it off my laptop but I want my money back.Business response
12/19/2023
The customer has been refunded.
Basic Customer Information
Order ID: ********
Name: Gail ***************************
Email: ****************
Purchase Date: 11/16/2023 1:54:53 AM
Phone: N/A
Address: *********************************************>City: ***********
ZIP/Postal Code: 93311
Language: English
State/Province: **********
Country: *************
IP Address: 76.211.205.19
PTS Affiliate:
Billing: avqsoftware.com (********)
Card Info: 401119 *** 0789
Card Name: Visa
Phone Campaign:
Tickets History Email History CD-Backup PC Support MEMBERS
Order Details:
Date: Nov 16 2023 1:54AM Transaction ID: ********************* Status: Active
Product Name Price Quantity Amount Balance Download URL Product Download Licenses Order Status Recurring
1. Hallmark Card Studio Deluxe - New for **** - Download------------------------
UID: P032282
****: U27231116015453049931
***** USD 1 0.00+0.00=0.00 USD ********************************************************************************[**] *********************************************************************************** -(Type=None) Refunded NoInitial Complaint
10/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been inundated with spam email messages from this company for years despite numerous requests for them to stop. They say they will stop but then continue spamming me. I wish no contact with this company; no phone calls, no mailings, no spam emails.Business response
10/19/2023
I have sent an email to our email marketing team to remove the following email address from future mailings.
********************
I have received conformation this has been done.
Customer response
10/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried multiple times over the years to unsubscribe from emails from hallmarksoftware.com. The unsubscribe button on the bottom of the emails has had no effect. I asked their "customer support" to manually unsubscribe me as the unsubscribe button at the bottom of the emails did not work, and the response from [email protected] was to use the button at the bottom of the emails! Please manually unsubscribe me and make it easier for others to unsubscribe from your unwanted emails.Business response
03/25/2022
The customer's name and email address has been located and removed.
Thanks,
**** *******
Senior Email Marketing Manager
Avanquest North America Inc.
**** **** Center Parkway | **********, California *****
Initial Complaint
02/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of Transaction was 11/9/2021. I am unable to use the program as it will not allow me to make greeting cards. I have worked with Hallmark technical support for numerous hours and they have been unable to resolve my problems. All I'm seeking is a refund for the amount I paid. ($19.00)Business response
03/01/2022
The order has been refunded. Please see below.Order Details (v:8.4.02) for Order Number: *******212
Customer ID: 10106***** Order Status: Complete Order ID: 5aec788fe7429******78b02c102eacd REFUNDED Name: Mr ******* ****** Name: Mr ******* ****** Company: Company: Position: Position: Address: *** ***** RD
******
WA
*****
USAAddress: *** ***** RD
******
WA
*****
USAWhere heard about: 0 Redemption Code Used: Tel: Tel: NA Fax: Fax: NA Email: m********@gmail.com Email: NA Order Started: 9 Nov 21 15:42 pm
(ADMIN USER LOCALTIME America/Los_Angeles: 9 Nov 21 07:42 am)Order Completed: 9 Nov 21 15:47 pm
(ADMIN USER LOCALTIME America/Los_Angeles: 9 Nov 21 07:47 am)Sold From (rs): Hallmark Software - Upgrade [87] Sales Rep(rs3): () Reseller (rs2): 9000 Tracking Tag (rs4): NO_US_EM_HM_UPG Tracking Tag (rs5): IP Address: 147.160.38.116 BETA SECTION: (Currently for information only - Bryan Keet) GEOLOCATION DATA
(147.160.38.116)
NOTE: This can be very approximate,
and should not be considered fact!Country: USA Region: PA City: ********* Zip/Postcode: ***** ISO country: US United States BLACKLISTS: Selected Language: USEnglish Selected Currency: USD Selected Country: USA VAT Code: Payment Method: Credit Card Card Charging Status: Accepted Payment Type: Visa Card Number: xxxx xxxx xxxx **** Name on Card / Cheque: ******* ****** Expiry Date: 09 / 23 Bank: Start Date: / Authorisation No: 2***2D Payment Notes: Payment Ref: *******212 Payment Provider: CyberSource 
Contents of Order
Product Name (Code) Delivery Quantity Royalty Royalty + Tax Price Price + TAX 
Hallmark Card Studio Deluxe | New for 2022 | Download (106****9)Download
(download attempted 15 times)1 0.00 0.00 19.00 19.00 Discount: 0.00 Additional Comments: Backup CD: 0.00 Sub Total (exc. Tax): 19.00 Tax (17.5): 0.00 Total: USD 19.00 Refund: USD - 19.00 Order Notes Add Note
Created Modified Written by Logged in as Note Type Title Options 1 28 Feb 22 28 Feb 22 System Floresto Villafor Download expiry date increased by 4 weeks Download extended view 2 28 Feb 22 28 Feb 22 System Jolissa Mae Rebados Download counter reset Download counter reset view 3 1 Mar 22 1 Mar 22 System Mark Ottinger Refund Details Full Order Refund APROVED Reason: Not satisfied with product Initial Complaint
01/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the 2022 edition of Hallmark Card Studio Deluxe December 7, 2021. I purchased the disc version (see attached invoice). I have not received any shipping notification and have tried to contact the company several times through email and voice mail. I have never received a reply back from the company. At this point, I would like a refund of $27, which is the amount they charged my credit card when I made the purchase. Below is the info on the company: Hallmark Software 15001 Meridian Parkway Ste. A Riverside, CA 92518 Thanks for your assistance with this, **** ****** **** Costa Mesa *********, FL 32504 email: ********@gmail.com cell: ###-###-####Business response
01/07/2022
Mr. ******'s order has been refund in full to the credit card below.Customer ID: ********** Order Status: Complete Order ID: d26159542d0711e45*******1ccc1fae REFUNDED Payment Method: Credit Card Card Charging Status: Accepted Payment Type: American Express Card Number: xxxx xxxx xxxx **** Name on Card / Cheque: **** ****** Expiry Date: 12 / 24 Customer response
01/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 164**895, and find that this resolution is satisfactory to me. The Company has refunded what I originally paid. Thank you for your assistance.**** ******Initial Complaint
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction: 28 Dec 2021 Problem: I did not have the basic software installed that was a prerequisite to using the purchased software. As a result the purchased software is not usable. Therefore I am requesting a refund as promised in the advertisement. Purchase amount of software: $ 43.99 Means of communication: The Hallmark Software has closed down customer service via telephone. Only email is available. I have sent them emails and have not heard from them.Business response
01/12/2022
The order has been refunded for $43.99 back onto credit card ending in ****.Payment Method: Credit Card Card Charging Status: Accepted Payment Type: Visa Card Number: xxxx xxxx xxxx **** Name on Card / Cheque: ******* ******* Expiry Date: 09 / 23 Customer ID: *********1 Order Status: Complete Order ID: 75706c212af07*******0f54ee012356 REFUNDED Initial Complaint
12/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the Hallmark Studio Deluxe Software Bundle and Premium Blank Greeting cards on Sunday, December 5, 2021. I received an email confirmation (Hallmark Order Confirmation: *********8) at that time and also an email from Paypal advising that the transaction was completed. The total for the transaction was $53.74 (USD) I waited a couple of days and never received any shipping confirmation so I sent a follow up email to *******@hallmarksoftware.com (They do not have any telephone numbers listed for Sales/Customer Service) on: Wednesday, December 8, 2021 Thursday, December 16, 2021 Friday, December 17, 2021 Wednesday, December 22, 2021 (Also cc'd ***************@hallmarksoftware.com as well) I have yet to receive any response. Basically I have paid and received nothing, and have received no response from the company. I would like to be contacted by the business to advise the status of the order as it was for a Christmas present and I am incredibly disappointed in their lack of responsiveness. If it cannot be fulfilled at this time, I would like a refund.Business response
12/29/2021
The order for ***** ********* has been refunded. See below:Initial Complaint
11/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hallmark Software / Avanquest has not been professional in their advertising, pre-paid cards that they send and their customer service is non-existent. I have been waiting for 2 days for a response from customer service via email, since they are not answering their phones. I'd appreciate a follow-up from their customer service regarding my order and a phone call to me at ###-###-####! Over the most recent years they have tried to distribute all their software as downloads and now they are trying to sell upgrades without the box although the website and card they send shows a box.. There is a alot of advertising that appear to be bait and switch. And their customer service is extremely poor now.Business response
11/23/2021
I just spoke to the customer and she is very happy that her problem has been taken care of.Initial Complaint
11/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered Hallmark software product on 10/22. Requested refund on 10/26. Received an email stating “Your Order has been refunded. Please allow 5-7 day before the credit will appear on your credit card account.” 11/7 I emailed back to Avanquest North America which was the email it was sent from…(I paid thru PayPal and tried to email again, came back undelivered the email address cannot be found) 11/8 Called customer support they gave me email Hallmark customer service. I emailed them no reply. Amazing company was quick to withdraw money but not refund even beyond a looted time they request. My order#*********3…. Awaiting refund for $29.00Business response
11/10/2021
The customer has been refunded the full amount of their purchase to their PayPal account on October 26, 2021. It may take longer for the refund to post to PayPal.Customer response
11/10/2021
I am rejecting this response because:
THEY DID NOT REFUND TO MY PAYPAL ACCOUNT. My PayPal account shows WITHDRAWAL ON OCT.22. Does NOT show a refund.. They claim it may take longer to post to PayPal. But yet I purchased from Etsyrequested a refund on Sunday Nov.7th and the refund was already in my PayPal account Monday Nov.8th THE VERY NEXT DAY. So I AM REJECTING THEIR RESPONSE.Business response
11/16/2021
Due to staffing issue the credit was delayed. It has now been issued.Refund details have been emailed to the buyer per PayPal.$29.00 USD refunded to Debbie Furano.
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