ComplaintsforThe Smithsonian Institution

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order (*******) with Smithsonian online after finding their Children's Rocket Scientist Hoodie in a catalog. The order was placed on 15 October 2022 and purchased as a birthday gift for my son. I ordered a size 10, the largest size available. The total cost was $58.95 ($50 for the item and $8.95 for shipping). The item arrived in good condition and was gifted in early November. Unfortunately, the item was too small for my son. Given that there were no larger sizes, I emailed the company on 6 November 2022 requesting return instructions. I received a reply the next day and was instructed to send the item back to their warehouse. No pre-paid label was provided. I packed and returned the item via USPS and mailed it to: SI eCom Returns, **********************************************************************. I paid for the return shipping and the USPS shows the package arrived on 21 November (USPS tracking: **********************). In their original response, the company stated it would take up to 14 days to process the return. Today is 2 February 2023 and I have emailed numerous times, called and spoken with representatives, always to be told the warehouse is behind processing returns and they will try to get to it soon. The last time I called, I was told it was unknown when they would process my return and that I would receive a paper check in the mail as opposed to the promised credit card refund when they finally get around to processing the return. I would just like my money back for this purchase. I am out the cost of the item and the shipping back. All I receive are platitudes when I call or email and never any action or attempt to make this right.

  Business response

  03/10/2023

  
  I want to apologize for the issues with your order. We've been experiencing extremely high demand this year, and your return experience and interactions with customer care were   
  not representative of the kind of service we strive to offer. Thank you for bringing this to our attention, and for sharing the details with us so we are able to make improvements.
  
  We identified that a systems issue delayed the processing of your return, and have refunded the full cost of your order. 
  A credit for $ 58.95 , covering both merchandise and shipping & handling, was posted to your original form of payment ***** card ) on 3/10/23. 
  
  Thank you for your patience and understanding, and for being a Smithsonian Store customer. 
  Every purchase you make contributes to this incredible Institution and its mission,  and were grateful for your support. 

  Customer response

  03/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for a free museum day through the Smithsonian website by providing my email address about 4 weeks ago. Ever since then, I've been inundated with marketing mails from Smithsonian Magazine. I've clicked on the unsubscribe button many times and it doesn't stop the emails. I even emailed customer service directly and got a poorly worded response from the customer service rep which did nothing to resolve my complaint. I'm still getting marketing emails from the Smithsonian Magazine.

  Business response

  10/17/2022

  Thank you for letting us know. We seem to have pinpointed the problem that was affecting some of our readers and believe to have fixed the issue as of October 12, 2022. We apologize for any inconvenience or annoyance it has caused you.
  

  We have taken the additional step in asking our online team to manually remove your email from the list, which they tell us has happened, so you shouldn't get any additional Daily Newsletters emails from us after today.

   

  Customer response

  10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i have a subscription with smithsonian magazine that exspires jan 2022 i have not received the last two issues dec of 21 and jan of 22...........i have called several times and they are not answering the phone whatsoever........i also want to extend my subscription for another two years.......and to that effect i sent a check on 1/10/22 number *** for 58.00..........and as of today it has not gone thru the bank..............there is no excuse for this kind of behavior treating customers like this..........i would like for you to get me in contact with someone from the magazine to that i can renew my subsription and the number listed on their site as stated before no one answers i would also like to know if they are still printing the magazine and what else is going on with this kind of treatment to a customer that has been taking this  magazine for years..........please let me know as soon as you can at *********************** or ************...........thank you ..*******************************

  Business response

  02/18/2022

  I'm sorry you had problems contacting us about your subscription.I requested someone call you earlier this week to resolve this so you could extend your subscription. I hope this takes care of this matter.  Thank you for supporting Smithsonian.  

  Customer response

  02/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  ---------- Forwarded message ---------
  From: ******************* <***********************>
  Date: Fri, Feb 25, 2022 at 11:07 AM
  Subject: case # ********
  To:  [email protected] <[email protected]>

  
  

  I got this email and need to respond the smithsonian magazine did respond and I did get the jan-feb issue and my subscription was renewed for the two years.so what you posted as to there not responding or fixing the problem is false and needs to be corrected.please contact me at ************ asap to let me know that you did in fact make the correction..if I am not by the phone please leave a clear message as to what number to call you back and the best timeremember there is a three hour difference.thank you.*******************************

   

  Sent from Mail for *******

   

  Regards,
  
  *******************************
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a subscription and the Smithsonian sent us a refund check dated 9/23/21 (the original charge was from July 19, 2021). Check No ***** for 39.00. I deposited the check and it bounced. I was charged a returned check fee of $12.I tried calling, finally got through to a live person on 10/26/21 and they said they would respond within 2 days. Life gets in the way and I didn't remember about this until later in November. Again, I have tried calling, waiting on hold for over 45mins before I had to hope on a work call, left my number for call back and have never received a call back. I sent an email on 12/3 and again on 12/21 with no response. In the middle of this I have moved. The original subscription was for:******************************* ********************** Fremont, CA************* Please help in getting at least the $39 fee returned and hopefully the bounced check fee of $12.Regards,***************************** (wife of *******)

  Business response

  01/05/2022

  Dear *********************,
  Please accept my apologies for the bounced check and for your earlier calls not being returned.  A check for $39 was recently mailed to ******************************* at your prior address. Our records show that it hasn't been cashed just yet.  We can send you a new check for $51 ($39 and the $12 bounced check fee) to your new address in Roseville and cancel the prior check, or send a check for $12, if the $39 check has arrived at your new address.  Please let me know your preference. 
  Thank you,  Sue W********

   

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been sending a gift subscription to Smithsonian magazine to my sister for several years at Christmas. This year I renewed with check #**** dated October 29. Check cleared bank in November. I am still getting renewal notices. Got a final confirmation letter today. Called the phone number provided ********** and elected the callback option. No return call yet.

  Business response

  01/06/2022

  Dear ************,
  Please accept my apologies for not getting a response back from us sooner.  Thank you for giving a gift subscription again this year. We did process your order on 11/13, a few days after you were selected to receive the letter you mention. It takes a few weeks for our mailings to move out the door and through the postal system to your home. I'm sorry for the confusion this caused.
  Thank you for supporting Smithsonian.
  Susan W*******

  Customer response

  01/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A Smithsonian Magazine refund check dated 9/23/21 arrived approx 10/3/21 to my address: S ***** ************************, Glenwood Springs, CO ******** Smithsonian check #***** dated 9/23/21 in the amount of $14.94 This Smithsonian check bounced for non sufficient funds when presented to my bank on 10/4/21. I received notice of non sufficient funds on 10/6/21 from my bank regarding this Smithsonian check #***** in the amount of $14.94 dated 9/23/21.I've contacted Smithsonian Magazine numerous times speaking to customer service, additionally speaking to supervisors ******** and ****** whom continue to give excuses and I've still have never received restitution. I've also emailed Smithsonian Magazine with no reply.To date, I've never heard from Smithsonian Magazine despite my efforts to collect the $14.94 due to me since 9/23/21, the date of this Smithsonian refund check #***** that bounced for non sufficient funds. Please contact Smithsonian to resolve this matter sending good funds to me asap. Who bounces checks, especially Smithsonian Magazine! Thank you for your help!

  Business response

  12/15/2021

  Dear **************,
  I'm sorry for the bounced check and that this matter has taken too long to be resolved. Your refund check should be mailed out early next week, so arriving to you within a week after that (with all the holiday mail, I cant be sure of when it might arrive). I've asked to be told if it mails later than that so I can alert you.  Hopefully receipt of a check that doesn't bounce will resolve this matter. 

  Thank you, Susan W*********

  Business response

  01/05/2022

  I'm sorry for the delay in getting your check to you. It was mailed out the week of 12/20, and our records show that it was cashed, so I'm glad to see that it finally arrived to you. Again, our apologies for the delays.

  Customer response

  01/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ********************
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  my mother - ***************************** - passed away over two years ago , i keep writing in red over ALL mailings from the smithsonian institution to "return to sender" - "deceased" ; about two months ago , i sent a letter to them and told them that she was deceased , to stop mailing to my address and to remove my address from all their databases as i DO NOT WANT anything from this company ; they just ignore me and continually keep harassing me by continually mailing me communications for my mother - who is deceased -

  Business response

  11/16/2021

  Dear ******************,
  Thank you for bringing this to our attention. Your mothers account was marked deceased on our magazine list on 08/30/2021. This should have removed her account from all Smithsonian magazine mailings. However, since some mailings are processed weeks in advance, there may have been some mail already in the postal system by this date. 
  I've contacted other Smithsonian departments outside of the magazine about removing your mother from any mailings in case any of the Smithsonian mail received is due to being on one of their lists. If that is the case, it may take a few weeks for the mail to stop.
  I hope this resolves this issue.
  I'm sorry you continued to receive mail for her, and I'm sorry for your loss.
  ***********************

  Customer response

  11/17/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that their resolution is satisfactory to me ,

  provided that i never see another communication from them in any shape , way , form , etc whether physical , digital , etc from 2022 forward
  
  Regards,

  *****************************

*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. ↩