ComplaintsforCTSA LLC

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm not happy to type this all again as it was apparently lost in a glitch... I ordered WDW Magazine Christmas 2020 for a friend. On 2/19/22, my credit card was charged $96 for auto renewal with no notification. I sent the company an email once I saw the renewal and asked them to cancel. They said their policy doesn't allow them to cancel unless I notify them 1 day before the renewal. They said they sent a reminder that was not opened to [email protected], but that is my friend's email, not mine. They will cancel the subscription after Feb 2023. I had contacted them previously regarding an old stock issue that had an outrageous shipping fee added. They were unable to help then also. I would like the subscription ended and my money refunded for the months that have not yet been shipped.

  Business response

  03/28/2022

  The customer purchased an annual print subscription to WDW Magazine, which was initially subscribed to on 2021-02-18 and was set up for auto-renewing payments at the time of purchase. This automatic renewal charge went through 2022-02-19 Per our Terms and Conditions which can be viewed at https://www.wdw-magazine.com/terms-and-conditions/. If the customer wished to opt-out of auto-renew they would have needed to contact us prior to the renewal date in order to do so.
  
  Customers are presented with the auto-renew notification while the item is in cart before entering credit card information, again before checking out, and after they make the purchase with a receipt. They are also notified by email, to the email that was provided at set up for the account, before their renewal date comes up that they will be charged again. This is in compliance with FTC regulations on auto renewal.
  
  Customers must check to indicate they agree with our terms and conditions before purchasing - if the customer did not read these before agreeing we cannot be held at fault. In those terms we make it clear that by purchasing a subscription, you agree to be billed on an auto-renewing basis until you opt-out. Since our terms states when your billing date has passed, and your auto-renewal has processed, you will not receive a refund for the fees and will have access to the service until the end of your term, unfortunately there is nothing we are able to do to fulfill this customers request. The customer contacted us March 12th, almost one month after the renewal processed, and confirmed that they do not want to be charged for their next renewal, so we have opted that subscription out for February 2023. If the product is not what the customer needs, we have suggested that they share it with a friend to spread the magic!
  
  I want to acknowledge the secondary concern in your note which is about the shipping prices on our past issues. Unfortunately, the shipping prices that we present to customers are our costs for shipping without mark up. There is nothing we can do at this time to reduce those shipping costs. We apologize for any inconvenience this may cause.

  Customer response

  03/31/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  I understand the business has the legal right to continue this process but they also have the ability to make an exception. I will not do business with them again and will not recommend them to anyone. As to charging only the shipping fee charged to them, I wish I had kept the details because I know items can be shipped far less expensive. I remain dissatisfied. Because something is legal, does not make it right. 
  
  Regards,

  Complaint ID: 16922695

   

   

   

  Business response

  04/08/2022

  We understand that the customer is unhappy with our response, however the customer voluntarily opted into auto-renewal and did not take the steps to cancel before the next charge, per the terms agreed to at the time of purchase. We cannot be held responsible for their failure to follow the steps, and we are unable to make an exception in this case.
  
  As for our shipping costs, they are clearly marked on the cart before checkout and if a customer does not want to purchase because of those costs, that is their choice. If the customer was unaware of the shipping costs prior to their purchase, that is a result of their lack of attention to the order total in the cart. We cannot be held responsible for their choice to continue with the purchase.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October, 2021, I ordered a WDW 2022 Calendar (Order #2629) from WDW Magazine, who is NOT affiliated at all with Walt Disney World. They do business under CTSA LLC. The photos in the advertisement looked like it would be a great addition to my Disney themed kitchen. I received this calendar yesterday and was extremely disappointed. Although the photos are great, as depicted, the days have printed information on them such as birthdays, etc. of people I do not even know. I use this calendar to record MY family'friends birthdays, etc. I spoke to Jessica who said they do not issue refunds. I expressed that the photos in the sale do not reflect preprinted info on each month. I escalated it to David S., the owner's wife, who refused to refund my purchase. I paid $31 which included shipping. I have asked for a refund as well as a prepaid shipping label so I can return this useless calendar.

  Business response

  11/05/2021

  This customer purchased our calendar and we can understand that it does not meet their expectations and needs. However, their claim that we did not disclose the format and design details of the calendar is incorrect. The ad the customer refers to links to the page on our shop with all the product information, a gallery of photos, and it very clearly describes what is included in the calendar (including showing the calendar pages with the “Disney dates” that are a feature of our calendar which many of our fans comment every year as being their favourite part). The customer clearly did not read about the product or look at the product images before purchasing, thus did not understand what they were purchasing - we cannot control if purchasers do not read the information we make readily available on our site.  We also clearly state that all items are final sale, and link to our full terms and conditions at check out - customers must check to indicate they agree with our terms before purchasing - and again, if the customer did not read these before agreeing we cannot be held at fault. In those terms we make it clear that we do not offer refunds.  Since we do not accept returns as all our items are final sale, and because we do not offer refunds, unfortunately there is nothing we are able to do to fulfill this customers request. If the product is not what the customer needs we have suggested that they share it with a friend to spread the magic!  

  
  And as an aside for transparency, David S. is a member of our customer care team (just like Jessica H), and is not the company owner’s wife.

  Customer response

  11/05/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  The rationale that they stated that all pertinent information was listed, is not true. I received an email today from them, stating that they are not able to list all the information on the calendar. So they’re basically contradicting themselves.
  
  
  Regards,

  Complaint ID: 16094993

   

   

   

  Business response

  11/20/2021

  We understand that the customer does not accept our response, and that the only response they will accept is one that results in a refund of their purchase. However, as we have explained multiple times to this customer, that is not possible.

  Unfortunately it seems that the customer purchased the product without reading the information clearly presented on the product page, and without reading the terms and conditions presented on the product page and at checkout. The customer believes the ad they saw was misleading (I have attached the full ad here, not just the snippet they have already shared), and is twisting the words of our response (also attached here, with the customer's name blocked out of respect for their privacy). The customer is under the impression that 100% of the product information must be in an ad - we cannot fit all 36 pages of content into the space of a few inches on a website ad - that is not possible for any company and is an unreasonable expectation.  The ad in question links to the product page, attached here for reference, with further information on the product and our terms (also attached here). It is not unreasonable for us to expect that a customer would view the information clearly provided to them before making a purchase, and we are not able to offer a refund on this purchase.

*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. ↩