Complaints

This profile includes complaints for Hooked & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hooked & Company has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hooked & Company

  4 Mountainview Ter Suite 301 Danbury, CT 06810-4116

  
• 

  Hooked & Company

  2931 E Mccarty St Jefferson Cty, MO 65101-4431

• 

  Early Moments

  1269 N Wood Dale Rd Wood Dale, IL 60399-0005

• 

  Early Moments

  1269 N Wood Dale Rd Wood Dale, IL 60399-0005

• 

  Hooked & Company

  915 W Harmony St Neosho, MO 64850-1630

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received unauthorized charge $18.01. I want to be refunded for this unauthorized charge.

  

  Business Response

  Date: 04/21/2025

  Hi *******,

  I'm sorry to hear that there has been some confusion. This is a subscription service. When you review our terms and conditions at checkout for your discounted intro offer, when you submit your order you are agreeing to those terms. I have refunded the recent charge of $18.01 as a one-time courtesy to you.

  Thanks for learning with us,

  Asheley

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled in December. They will not remove my ******. They have been charging me despite me canceling, contacting ******, and sending them messages.

  

  Business Response

  Date: 02/19/2025

  Hi *****,

  We're sincerely sorry for any confusion. It looks like you had a previous subscription that you logged into that was cancelled in December of 2023. We've located the new subscription and cancelled it as of today 2/19/25. We've also issued a refund per your request, which you will see in 3-5 business days.

  Best,

  Asheley

  Customer Answer

  Date: 02/19/2025

  
  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

  Date:01/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to customer care to cancel my account and receive a refund for all of the months I was unaware that I was on a subscription service through Hooked on Phonics. They cancelled my account but refused to issue any sort of refund, even thought my account has been unused for over 1/2 a year, stating that they don't refund after the trial period.

  

  Business Response

  Date: 01/03/2025

  Hi *****,

  We're sorry for any confusion. As part of our subscription program, we sent a preview email to *********************m before each Practice Pack is shipped, allowing you to make any changes to your subscription if needed. We also show that all Practice Packs that have shipped have been delivered successfully. We're showing that you've logged into the App and have received packages each month to the address you provided. We're unsure how you would be not be aware of this subscription since you've been charged monthly to the payment method you provided at checkout.

  As a courtesy to you, I have refunded your most recent charge. We wish that you reached out sooner.

  Best,

  Asheley

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order/trial subscription almost a month ago. I never received the order and I am unable to login to the dashboard to cancel my subscription. From what I am seeing from other complaints, this has happened to a lot of other people.

  

  Business Response

  Date: 01/02/2025

  Dear ******,

  We're sorry for any confusion. Your order for Hooked on Phonics was not accepted due to your prior business relationship with our sister company, ***** *******. If you'd like us to approve this order and accept your order for Hooked on Phonics, you must reach out to our Customer Care Team directly for handling. Please text us at ###-###-####, or chat/email: ****************

  Best,

  Asheley

• Initial Complaint

  Date:12/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for ever to cancel my subscription, ever since the free trial ran out and I'm not sure how long it's been now but at least a year and a half 2 years that I have been trying with no success I don't know what else to do

  

  Business Response

  Date: 12/30/2024

  Hi *****,

  We're not finding a subscription associated with any of the information you've provided. You can cancel your subscription in a variety of ways, 24/7 using your dashboard: **************************************/, text us ###-###-####, email or chat us: ****************

  We look forward to hearing from you.

  Best,

  Asheley

• Initial Complaint

  Date:08/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered july 16 a subscription for my son books. Its been a month and nothing has came. I never recieved an email and no way to log in. Ive tried so many times to get in and this is a scam. I do not want this fake subscription that i keep being charged for. I also want my books that was promise for my son.

  

  Business Response

  Date: 08/19/2024

  Hi ********,

  I'm so sorry for any confusion.

  When placing your order there was a typo in the email address that was entered: ****************************, so unfortunately we were unable to verify your mailing address via email. I've gone ahead and refund the $5.29 for your order, which you should see in 3-5 business days.

  Please note that there are so many ways to reach us! By phone ###-###-####, email ****************************, live chat: **************** or social media channels *** ** **** ********* ********** ******* ***.

  Please reach out to us directly if you have any further questions or concerns.

  Best,

  Asheley

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (what I thought was) a trial subscription, and after I did, I could not log into my user "dashboard". I also did not receive any sort of confirmation email; literally nothing. However, their website said that it may take up to "24 hours" for the dashboard to become available - SUPER SKETCHY already! I immediately just wanted to cancel the whole thing but was not able to login to my dashboard - even after attempting to multiple times, WEEKS later! I tried to reset my password (which I know was correct) SEVERAL times to the email I provided on registration, however, I still never received any sort of email from this company. I have been charged for multiple months worth of books that I never wanted. I just want to cancel my subscription and receive a refund....but they literally make it impossible on purpose. Disappointing.

  

  Business Response

  Date: 08/07/2024

  Dear *******,

   

  I’m so sorry for any confusion or inconvenience. Since we accept ****** (which you used as your form of payment), the transaction can take more time to clear than a credit card if you have your ****** account linked to a checking or savings account. We’re sorry that you had trouble accessing your dashboard. It looks like you may have used an alternate email address: ********************************* – so perhaps that was the reason for the trouble.

   

  We’re available to assist you by email at [email protected], or via live chat Monday through Friday 9am to 5pm ET, or by phone at ###-###-#### 10am to 4pm ET. We’re also available on social media channels like ********, *********, ****** and more.

   

  Please do reach out if you have any further questions or concerns.

   

  Best,

  Asheley

  Customer Answer

  Date: 08/07/2024

  
  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

  Date:04/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I just subscribed to your website and when I tried to purchase the 94% off month trial it said I wasn’t allowed to use my card because it is a prepaid card but it still took money out of my account, and I didn’t get a gmail saying anything about my login information to use the apps or a verification that my account was made. I want a refund

  

  Business Response

  Date: 04/19/2024

  Hello,

  I'm sorry for any confusion.

  Because we are a subscription service, we are unable to accept prepaid cards. We can only verify the card type by authorizing the card. The pending charge you see will be reversed automatically in 5-7 business days, depending on your bank.

  Best,

  Asheley

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a subscription and wanted to log on to change the frequency of receiving the books. I can't log into my account with the password I created and know is correct. When I ask to reset my password, I never get an e-mail with the temporary password that they say they are sending me. They also say they offer a live chat option, but when I start to chat to someone they say I have to pay $5.00 to get my question answered and send me to another site to register and pay the $5.00. I call the number provided on the site (which takes a while to even find) and it says the phone lines are down. I am not comfortable keeping this subscription with this company so now I want to cancel my account permanently.

  

  Business Response

  Date: 02/23/2024

  Hi *****,

  Thanks for your message.

  I'm so sorry for any confusion. Your subscription can be managed 24/7 using your dashboard: ****************. We will never, ever charge you to assist you with subscription management. The chat feature on our pages is available Monday through Friday 9am to 5pm ET. Our phone lines are open 10am to 4pm ET, and the number is ###-###-####. 

  I've gone ahead and cancelled your subscription per your request. If you change your mind, please reach out and we'd be happy to assist you with adjusting your frequency.

  Best,

  Asheley

• Initial Complaint

  Date:10/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The refused to answer my complaints after responding to me. Seems like they purposely make it difficult to login to a new account to cancel their subscription. It’s been almost one month of me trying to cancel my subscription and they just refuse to do it. After I gave them my address and order number they just never responded. I was charged again after stating the first time was fine but I would not like to be charged again. I’m sure it happens to other but I do not want it to happen to people, especially elders, who might not be so tech savvy to figure it out on their own because customer survive was no help at all.

  

  Business Response

  Date: 10/20/2023

  Hi ********,

  We're sorry for any confusion.

  Based on the email you provided, we note that you purchased a welcome package in 2020 then cancelled after the first shipment of books. Our welcome package is put together especially for new subscribers who intend to build a library with us. Since you cancelled after your welcome order was shipped, we are unable to accept any additional orders from you. If you attempted to place a recent order, the pending authorization you see will be reversed automatically in 3-5 business days. 

  Best,

  *******