ComplaintsforCurrent Media Group LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered 14 different items , received 14 Calanders, wanting to send back 13 of them, been told that a returns label will be sent by email. that was weeks ago **************** keeps promising but nothing happens. Can't get to anyone above customer service ,no corporate numbers. order number x287439. It seems that Current just doesn't care about customer service anymore.

  

  Business response

  06/13/2024

  My name is ******, and I am a supervisor here at Current. I apologize for the inconvenience you have experienced, and I hope to resolve this issue for you.
  

  Upon review, we emailed you a return label on 05/30/2024, to *********************** The tracking number for this return label is ************. My colleague, *****, personally handled this.
  

  Please check your spam or junk folder in your email, as sometimes our messages can end up there. You can also search your inbox using the tracking number provided.
  

  If the email address is incorrect or you are unable to locate the email, please call us so we can arrange to mail the return label to you instead. I sincerely apologize for this experience and hope this information helps you with the next steps.
  Thank you for your patience and understanding.
  

  Best regards,
  ****************
  Supervisor at Current

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $41.90 for one box of checks, matching labels & expedited shipping on 4/30/24. I received the labels only on 5/4. Yesterday (5/8) I checked the tracking & found my order states "complete" and the last tracking update with *** was 5/3. It said the item was being tendered to the ***** I contacted *** and was told that Current used the slowest, cheapest shipping method only however, they could not assure me the checks, with my banking information, was still in their possession. I started with a chat with "Elle" who told me, she was "dealing with several chats" and would assist me when she could...then stated they were within their 3 week window for delivery (expedited???) and to "hold off on the concern until we have more information"....(really? because it is my bank account information & a whole box of checks floating around out there...not hers...easy to tell someone else to calm down...) She stated she needed to have the "checks specialist" look into it. I got an email from *****, who stated to call ********** would expedite my checks...said there was a missing number in the account number (which I verified twice...so not sure how that happened) . I called her. I asked why I was never notified of my checks not being printed, why it says my order is complete and why *** has a tracking number. She assured me they didn't print my checks but she was "way behind in reaching out to customers" so she would have eventually...She took my account number, said she would overnight my checks & send me an updated email tracking (still not sure what's sitting at ***...) Today, no email. So I start with **** again in Chat, who tells me to "reread my email...it's 2 busi.days". I advised of my call with *****, to which she replied that ***** made an error & did tell me she would ship overnight, however, no one in printing is replying to her request. So...I still have no resolution...No one KNOWS where my checks are, and I am done dealing with *****************************

  

  Business response

  05/10/2024

  Hello,
  

  My name is Nykole, and I'm a supervisor here at Current Catalog. I want to start by sincerely apologizing for the disappointing experience you've had. It's my priority to address your concerns and ensure we resolve this matter to your satisfaction.
  

  Let's address the issues with your recent order. Your order, placed on 04/30/2024, included both checks and address labels. I can confirm that you opted for 3-day expediting. However, due to the nature of our packaging, the items were shipped separately, each with its own tracking number.
  Firstly, your address labels were shipped on May 1st, 2024, with tracking number ******************. Regrettably, it seems they're lost in transit, as they should have been delivered by May 6th, 2024. I apologize for this inconvenience. While I'm not certain if this is the package *** is referring to, I'm more than willing to resend the labels for you.
  

  Regarding the checks, they should have been expedited as well. However, a delay occurred because the provided account number was inaccurate. Once we received the correct information from ***** on 05/08/2024, our checks printer immediately processed the order. You can expect delivery today, May 10th, with tracking number 1Z87X27E0162729777. I assure you, this package is not lost in transit.
  I deeply regret any miscommunication from my team members and appreciate this opportunity to address it. I will be providing coaching to ensure better professionalism in the future.
  To expedite the resolution process for your address labels, please call me at ************. I'm here to assist you further.
  Once again, I apologize for any inconvenience caused. Your satisfaction is our priority.
  Warm regards,
  Nykole Current Catalog Supervisor

  Customer response

  05/13/2024

   
  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.
  

  I will not order from this company again. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 4 boxes of checks on Sunday April 21. I noticed I checked single instead of duplicate. I immediately e mailed the company due to it being in the evening. This started several more e mails and phone calls. I was told by the people answering the phone this was no problem. They would either make the checks duplicate or cancel the order. I then called back and was told it was cancelled. I then had more e mails from the company stating they were sending information the the check department. I was then sent e mail the order went thru and was charged to my credit card. I then called AGAIN. I was told to receive the checks and they would send an e mail with a return label. This was never done. This company has poor customer service and does not live up to their promises. Please help me to get the amount I paid put back on my card. All I heard on each contact was no problem it would be taken care of . Thank you very much

  

  Business response

  04/25/2024

  My name is Nykole. I am a supervisor **** with Current Catalog. First, I want to extend my greatest apologies to you for the issues you are experiencing. I am so sorry for all the miscommunication. 

  The reason your credit card was charged is because we were unable to cancel the order. I realize you called almost immediately after the order was placed to cancel due to the single check concern. I want to make sure you know that we did request to cancel the checks as soon as we received the request. However, checks go through a check printer so when we cancel, we have to send a request to them. This was done on 04/23 and they responded to us that same day and let us know they are unable to cancel because they already printed the checks. 

  I also checked the phone call you placed on 04/22. At the time you called, we were in a situation w**** we were having to place our callers on a callback list due to a high call volume. You were contacted back on 04/22 at 9:31am MST. We were unable to reach you so we left a voicemail. I assume this voicemail prompted you to call us on 04/23. 

  However, I understand that we agreed to send a return label so you can return the checks when you receive them. The idea was we would refund you upon receipt of the checks, which is our standard practice.

  Due to the nature of the situation, I went ahead and refunded you. You should receive that refund by next Friday(05/03) at the latest. We also emailed you a return label that you are welcome to use when you receive the checks. 

  I truly am so sorry for the miscommunication and confusion. We do our best to ensure our agents are setting proper expectations and providing a full explanation in order to maintain transparency. However, we missed the mark **** and for that, I am truly sorry. 

  You have been refunded and you are welcome to return the checks when you receive them. I hope you have a great day! 

   

  Customer response

  04/29/2024

   
  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

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order. I did not receive the products. I keep contacting them via email and phone. They keep telling me the items were delivered. Items were delivered to the address Current mailed them to, which is not my address. I tell them that over and over. They mailed all items to the wrong address.My issue is lack of attention and refund. Part of the order was checks mailed to somewhere. Now I have to close my bank account and reopen a new one because I don't know where those checks are or who has them.

  

  Business response

  04/15/2024

  Dear ***************************, 
  I hope this message finds you well. My name is ******, and I serve as a supervisor here at Current Catalog.
  I'm writing to extend my sincerest apologies for the confusion and inconvenience you've experienced with our customer service. Please accept my heartfelt apologies for any frustration this situation may have caused you.

  Upon reviewing the details of your original order (X201501), which was placed on 03/19, I discovered that it was inadvertently mailed to the wrong address. I apologize for any inconvenience this may have caused. We dispatched the order to the address provided during checkout, but I understand that errors can occur during this process.
  

  Additionally, I looked into the resend order ******************* 03/28 and identified a keyer error, which resulted in only the checks being resent. I deeply regret this oversight and any inconvenience it may have caused you. To rectify the situation, we processed a refund for the checks on 04/12/2024, as per the request of our check specialist. You can expect to receive this refund by 04/19.
  Regarding the other items from your original order, I want to ensure that we resolve this matter to your satisfaction. As the supervisor responsible for providing support and feedback to my team, I am personally committed to ensuring that the resend order is handled correctly.
  I am more than happy to proceed with placing the resend order myself to guarantee accuracy. However, if you would prefer a refund instead, please let me know, and I will promptly accommodate your request.
  
  Please don't hesitate to reach out if you have any questions or concerns. Thank you for your attention to this matter.
  
  Warm regards,
  Nykole
  Supervisor, Current Catalog

  Customer response

  04/17/2024

   
  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

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed online order number ********** on March 11, 2024. The total paid via card: $20.98. Current's shipping timeline was shipment within 3-5 days. On March 14 I received email from Current announcing that my order had shipped that day. Shipping information from *** was included.On March 26 I sent an email message to customer service inquiring about shipment. A reply from customer service said the order had not shipped and that I should contact them again if it wasn't accomplished within 48 hours. Twice on April 1 and again April 2 I sent email inquiries about my order status. My e-mail messages were returned by "postmaster," stating that Current's "mailbox is full and can't accept messages now." I want to receive a reply to my attempted status inquiries, correct shipping confirmation, and delivery of the items I ordered.

  

  Business response

  04/03/2024

  My name is ******, and I serve as a supervisor here at Current Catalog. Thank you for reaching out to us. Firstly, I extend my sincerest apologies for the delays in the service you've experienced. After reviewing our email inbox, I noted that you sent two emails over the past two days. I regret any inconvenience caused by the delay in our response, and I will be addressing this promptly with my email team. Regarding the email notification you received from the postmaster about the inbox being too full, I'm puzzled as we have indeed received your emails.
  

  Concerning your order, I have expedited the process by forwarding it to our warehouse for immediate attention. It seems there was an issue with fulfillment, and I have already contacted our warehouse manager to investigate and resolve the matter swiftly. Rest assured, we are committed to getting your order shipped out as soon as possible.
  

  Since I've located your emails from yesterday and Monday, I will provide you with a follow-up email once I receive further information from our warehouse.
  

  I understand that you may not have mentioned contacting our customer service line or attempting to initiate a chat. I apologize if I overlooked this detail. However, please feel free to reach out to our customer service team at ************ or engage in a chat on our website, currentcatalog.com, for more immediate assistance. I will also be reaching out to you via the email you initially sent to our inbox by tomorrow. If you haven't heard from me by then, please don't hesitate to contact us using the methods mentioned above.

  Customer response

  04/03/2024

   
  Complaint: 21521166
  
  I am rejecting this response because: I will respond when I actually receive the promised products. It's hard to trust that everything is in fact being taken care of, although I appreciate the efforts and the promises.
  
  Sincerely,
  
  *****************

  

  Business response

  04/09/2024

  Good afternoon, 
  
  Thank you for reaching out. I understand your concerns, and I sincerely apologize for any inconvenience caused by the delay in your order.
  I'm pleased to inform you that two out of the three items you ordered were successfully delivered on 04/05 at 1:22 PM. For your convenience, I have attached a screenshot containing the tracking number should you need to follow up on the delivery.
  

  Regarding the remaining item, which is personalized, I want to assure you that we've expedited the customization process as much as possible. Our personalization team has completed the product today, and we're expediting its shipment to ensure it reaches you promptly. We anticipate shipping it out to you by tomorrow, aiming for delivery no later than 04/12.
  

  Additionally, I have responded to your original email thread with the same information. Should you have any further questions or require assistance, please feel free to contact me directly at ************. You can ask for either myself or my colleague, *****, and we'll be more than happy to assist you. Alternatively, you can initiate a chat with us via our website, where my colleagues *** or Elle will be available to help. Just mention that you've been in touch with Nykole, and they'll provide the necessary support.
  Once again, I apologize for any inconvenience caused, and thank you for your patience and understanding. We're committed to ensuring your complete satisfaction with your order.
  Best regards,
  Nykole

  Customer response

  04/10/2024

   
  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.

  A shipment of notepads was delivered by *** 2nd Day Air on April 5, 2024. A shipment of notepads and address labels was delivered by ******************** on April 8. I have received everything I ordered originally. Because it is more costly to return them, I gave the extra sets of notepads to other residents. The importance of updated communications from companies is clear every time we order products. It saves time, energy, and money. I am grateful to BBB for guidance and advocacy and am happy the problems are resolved.
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They REFUSE to DELETE all access to my account and close it.

  

  Business response

  03/20/2024

  We are very sorry to hear of this problem, we will investigate and find a way to deactivate or delete the account. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on The morning of Jan 18th order #********** for $55.60 which was deducted from my bank account on 1/19. I rec a confirmation that all items were in stock and our take 2-3 business days to process. The order is still processing to 1/30 these are valentines items. I have sent 2 emails to customer service with no reply I have called 1/26 was told someone would get back to me never happened I called 1/29 spent 2 hours on the phone and asked to speak to a supervisor was told none available and it is still in the processing window of ***** business days. I was finally told I request was submitted for a supervisor to call me I said I would wait online until I received that call I waited over an hour was told they were all in a meeting said I would not hang up until I could get an answer about my order finally after threatening to make this complaint a supposed supervisor called me she said could check into my order and get it shipped to me by **** . I asked her to verify this she said she would call me back never did. Called again a supposed 2nd supervisor returned my call he was going to find out why it has not shipped and would call me back you guessed it he never called today my order is still saying processing online. And no call backs I will never place an order with them again after this found if customer service I just want to know if I will have my items by Valentines Day. Oh and the supervisor told me she was on lunch I told her the other person told me you were all in a meeting??? I also questioned why if it is ***** business days to process an order why the confirmation states 2-3. Tell the truth and let the customer decide if they still want to place on order. I have been told I can not cancel this order it is in the processing stage already and if u return it or will be my shipping cost and 20% restocking fee

  

  Business response

  01/30/2024

  Pursuant to the conversation with the customer on 1/29, we followed up to locate the order and expedite shipping. The morning of 1/30/24 we left the customer a voice message including the tracking number for the shipment. Order number X083463, *** Ground Shipping 1ZX805111391600799.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two different discount codes to be applied to my order. I called customer service at ********************** and was rudely hung up on when I asked to speak with a manager. There is no reason why these codes cannot be applied.

  

  Business response

  02/15/2024

  We are investigating the claim of a hang up, however what the customer needs to know is only one discount code can be applied to a given order. Multiple codes cannot be stacked. This policy is clearly stated on our website. 

  Customer response

  02/16/2024

   
  Complaint: 21171845
  
  I am rejecting this response because: customer service was not provided to me. The site says you are able to use one coupon code AND one discount code and this representative would not allow that. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/22/2024

  I apologize for the confusion. We have attached a screenshot of your order. The discount is applied to the order, and you received $0.99 shipping & Handling as well. Please let us know if you have any further questions. Thank you!

   

   

  Customer response

  02/23/2024

   
  Complaint: 21171845
  
  I am rejecting this response because:
  I was treated rudely by the representative, given false information, and had to invest a great deal of my time just to get those discounts to be applied. Very unprofessional company. 

   

   

  
  Sincerely,
  
  *********************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order for 2 different Christmas cards. They took the money out of my account. Then I received an email saying these cards were no longer available, and it asked if I wanted to cancel the order, I hit yes. Stills havent received a refund.

  

  Business response

  01/10/2024

  Greetings Ms. ********** have reviewed the complaint filed with the BBB regarding the cancelled Christmas card order. We have refunded the order in full; it should post in 3-5 business days. We refunded $22.76 online. Transaction ID:  "************"                             
  One item shipped; it is yours to keep at no charge. We apologize for the problem.
  If you require further assistance, please feel free to contact us.
  Thank you!
  
  
  
  
  
  
  
  *****************************
  Call Center Supervisor |  Current Media Group LLC

• Initial Complaint

  12/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered 40 photo cards from Current Catalog. The photos arrived with envelopes that are too small for the cards. This is the second year this has happened. The first year, I was promised the corrected envelopes but never received them. This year, I contacted them on Nov. 24 about the envelopes. Their response was " Sorry, we have put the correct envelopes in express delivery and you will receive them shortly". Of course, I have not received them. I am frustrated with this company and would like them to reimburse me the cost of the 2 years of missing envelopes as I had to buy my own.

  

  Business response

  12/18/2023

  Dear ****************, 

  Thank you for alerting us to the problem you had with your orders. We are researching how the wrong sized envelopes were included with your order. We have also issued a full refund for order W579168, for two different sets of cards, items 817889C and ******. The full refund amount of $38.23 has processed today, transaction ID ************. 

  We did not find an order in your name from anywhere in 2022. We are very sorry for the problems you experienced with your order. Please feel free to contact us at ************. 

  Thank you!

   

*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. ↩