ComplaintsforCreativebug, LLC

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am LIVID. I saw I was being double billed for a ****** design space monthly subscription. When I called ****** I was told that their subscription was billed once a year. When I inquired about the monthly PayPal charge of $4.95 for CREATIVE BUG LLC, I was told that this was indeed NOT for ******. I was also told that sever people have called with the same issue and that many claims have been filed with the BBB.Is is for a ****************** craft member ship. I NEVER SIGNED UP FOR THIS! I proceeded to email ****************** billing and was told that I was never active on the system but did sign up for a monthly plan through ********* NO NO NO! I did NOT sign up! I don't shop there and did not purchase or use their craft subscription. ALL of a sudden I get an email saying my subscription is cancelled. WHAT subscription ???? I asked for my $150 back and for them to prove I had access to their service. They could NOT. Please help! I am a senior on a fixed income and would like my money back. Thanks!

  Business response

  01/12/2024

  Hi *****, we're sorry to hear you've experienced confusion around your account. It sounds like you signed up for two separate services back in 2022 - one for Creativebug and one for Cricut. In early 2023, you reach out to our customer service asking what the services were, which our rep explained. They did not hear from you again until last week. After that exchange, the customer service rep cancelled your ********************** account as you clearly did not want the account any longer. If you have any further questions, please contact us at ********************************** and we'll do our best to help you. 

   

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Creative Bug charged me $50, which I did not authorize. Last year I signed up for a ONE YEAR subscription NON-RENEWING. Upon emailing them and requesting a refund, they refused. If they bothered to review my account at all they would see I do not ever use or visit their website, nor do I ******** into the account - except for the day I received the charge.

  Business response

  12/05/2023

  Hello *****, Thank you for reaching out with your complaint. I checked with our customer support team and it sounds like they were able to resolve your issue by disabling your account and providing a refund. If you need anything else, please reach out to us at **********************************

  Customer response

  12/07/2023

  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

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $8.49 on both February 17th and March 17th. I am being charged for a service I did not use one single time. This company is predatory and tries to exploit people to see what they can get away with.

  Business response

  03/29/2023

  Hi *****, thank you for reaching out to us. We're sorry to hear that you did not use the site during the time you were subscribed to Creativebug. It looks like you contacted us on 3/24 with a complaint and our customer service rep asked if you would like to cancel your subscription, which she promptly canceled for you. You will no longer see charges on your billing going forward. If you continue to have issues, please reach out to us at **********************************.

  Customer response

  04/01/2023

   
  Complaint: 19858751
  
  I am rejecting this response because:

  I thought these classes came with my sewing machine. I want my refund immediately.  
  
  Sincerely,
  
  *********************

  Business response

  04/05/2023

  Hi *****, We're sorry to hear you had a misunderstanding when you purchased your sewing machine. If you could please share details of the offer you received, we would appreciate it. In the meantime, we've gone ahead and refunded your two months of membership payments. If you need anything else, please reach out to us at **********************************.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company's unsubscribe button is a complete joke. It leads to a page where there are no options to unsubscribe. I have tried repeatedly over the course of a year to stop the emails. I finally got fed up enough to call creative bug to have the emails stop. The rep got my information and said he would stop the emails and I'm hopefully they will stop. However I should have never had to call in the first place. The unsubscribe button should actually work not lead to no where. This company should be required to fix the problem.

  Business response

  02/13/2023

  Hi there, We're sorry to hear you had a frustrating experience unsubscribing from our email list. We have checked and can assure you that you have been successfully unsubscribed. If you continue to have problems, please let us know by writing to **********************************. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got an email from creativebug that my subscription was being renewed which i did not want. I tried to follow the steps to log into my account and it said that my password was not valid. I tried multiple times to change my password with no success. I have emailed them about this problem but always get the same response to update my password. I have looked unsuccessfully for a phone number to talk to a representative but have not been able to find one. I want to cancel my subscription and get a refund for the upcoming year.

  Business response

  12/29/2022

  Hi there, after reviewing your account, it appears we received an email from you on 12/27/22 where you forwarded the password reset email and stated that you could still not login to your account, and you wanted to cancel. We responded the same day advising that your subscription was cancelled, and we provided you with a temporary password so you would be able to login to your account from there on out (temporary password is cbug2022). The subscription we cancelled was a monthly subscription, and it renewed automatically each month on the 20th. If you continue to see charges on your account, then you most likely have another account with a different subscription on it. Please let us know if you continue to see charges and we'll help you out.
  
  
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began the free trial on 9/21/2022. In the confirmation email, I was told I can cancel before the 2 month trial ends and not be charged and was given two options to cancel. Email or call. My emails were ignored. The phone number giver was an automated answer and did not have the capability to cancel the Creativbug membership. I was then charged on 11/21/2022. Their website that you can cancel within your account page on their website, but the button that they claim is on that page to cancel is nonexistent on the actual page.I removed my credit card information from their website. My account page then said that my plan has expired on 12/13/2022. I was charged again on 12/21/2022

  Business response

  01/03/2023

  Hello, apologies for the delay in reply over the holiday. The customer care team was able to locate your account and cancel the order. They have also processed a credit for the two charges back to the customer's account. Thanks for your patience.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a 1 year subscription, and subsequently forgot about the subscription. I did receive marketing emails from the company (so many I just deleted as I didn't remember I had the subscription). Now, a year later, I was charged for another year's subscription, without any sort of reminder. While I take responsibility for forgetting, I don't feel it is right that a company can charge you without a reminder, and not let you cancel for a refund within 24 hours. I have attempted to contact the company through email, by phone, and through the contact form, with no answer. When I did call, I got someone from *****'s that couldn't help at all, and was very rude when I told him I didn't know the last 4 digits of the credit card that was charged. His comment was "What, you have so many cards you don't know?" The website does not allow me to see how my account was charged, so I didn't know if it was through paypal, my bank account, or my debit card. The customer service and subscription renewal policies of this company are horrible. I want a full refund.

  Business response

  12/13/2022

  Thank you for reaching out to us and we're sorry to hear you had a frustrating experience. We would be happy to provide you with a one-time courtesy refund. A customer service rep will be reaching out to you directly to process the refund and disable your account. Please look for this email in the next 24 hours. 

  Customer response

  12/19/2022

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I somehow got a "free trial" of creativebug when I purchased some magazine subscriptions through a school fundraiser. When I noted on my credit card that I was being charged $4.95 monthly since October 2021 I tracked down the creativebug website to just cancel my apparent subscription. It wouldn't allow me to and instead instructed me to call a specific phone number for mags.com. The company I got the magazine subscriptions through. I called and they said they canceled it. 4 months later it still isn't canceled and when I called back again they said they could find no record of creativebug so couldn't cancel it. They then "escalated" my claim and put me on hold for over an hour to then inform me they submitted a claim to customer support and I'd hear from them in 3-5 business days. It is shady, unprofessional, and scammy. I want my subscriptions CANCELED, info scrubbed from their records, and preferably a refund.

  Business response

  10/03/2022

  Hi there, we have heard from our magazine partner and they confirmed that their team was able to locate your order. They have processed a cancellation and a full refund of all of the charges. If you continue to have issues, please let us know. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Aug. 8th 2022, I cancelled all of the magazine subscriptions that I had received as part of a promotion with a purchase from Journey's. I believed that this would conclude my involvement with Creativebug.com. On Sept. 9th I was charged a $4.95 subscription fee to the Creativebug website itself. After looking extensively on the website I was finally directed to the same phone number that I used to cancel the magazine subscriptions. Fast-forward an hour and a half, and I've been on the phone with them twice trying to get them to find my account information and cancel the subscription. I was told, that since they could not locate my account, they would have to submit a claim to the customer service department, which would take up to 5 days to contact me back. Frankly, this whole process has been ridiculous and an egregious violation of customer trust. It's ridiculous that they would make cancellation so convoluted, and that they could not find my account, when I was looking at the account on my computer while talking to them. What I ultimately want from this, is for my account, that supposedly doesn't exist, to be cancelled, and for my information to be scrubbed from their website, particularly my credit card information.

  Business response

  09/15/2022

  Hello ***, Thank you for reaching out to us. It looks as though your subscription was purchased through a 3rd party vendor and their customer care team was able to locate the order. They have canceled your subscription and provided you with a full refund of $14.85. If you continue to have questions, please let us know. 

  Customer response

  09/15/2022

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to a CreativeBug in February this year(2022). It offered a 60-day free subscription. Not long after that, I decided to cancel and this was difficult since there is no access to an accessible cancellation on the website. Their tutorials on how to cancel are highly misleading and led me nowhere. However, my account has been charged $7.95 since the subscription ended in March this year. I need a way to cancel my subscription since customer service is misleading.

  Business response

  05/10/2022

  Hello Suki, thank you for reaching out to us. Looking at your account, it appears that you signed up on 1/1/22 and have never logged in, since so it seems that you are logging into your free account and not the correct one that has their paid subscription on it. Your free account is associated with the email address login of ****************.
  
  Paid Subscription - ******************* -  last logged in on 01/01/22
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩