ComplaintsforEncyclopaedia Britannica, Inc.

• Initial Complaint

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tirelessly tried to contact Encyclopedia Britannica by email and phone since the spring of this year. There has been no follow up, though I have left my phone number in voicemail and I also used the contact form on the website with my email address to elicit a response.The reason for my inquiries pertain to the purchase of a Britannica Ultimate Reference Suite DVD which includes a subscription to Encyclopedia Britannica online. I have not been able to subscribe due to an error message received at each attempt to register online.My frustration is compounded by the inability to resolve the problem because Encyclopedia Britannica has ignored my requests for help.The DVD purchase includes online access to the encyclopedia, therefore I am entitled to the membership benefit.

  Business response

  03/21/2024

   We have researched this one, too, and it was resolved on 4/14/22.

   

  While we do have a record of the communication to ** on 10/13/21, I cannot tell what date the free 1-year subscription was issued to the customer.

   

  I do know that the free certificate was activated on 4/14/22. There is no documented communication in between those dates. The certificate activated the free subscription which ran through 4/14/23. The screenshot below shows that in the first column.

   

  Thanks, *****

  Customer response

  03/21/2024

   
  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

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a one-year online subscription to Britannica Kids on Nov. 18, 2020 for $74.95 which was charged to my credit card. I used the service with no issues up until about May 2021, at which time I was unable to access my account due to error messages saying that my account no longer existed. I sent an inquiry to Encyclopedia Britannica via their online form and also left a message on their customer service line at that time. I never received a response. In July I tried again to log in but received the same errors. I left another message on the 800 number with no response. I submitted another online request for help. Finally on Aug. 10 I received an email from someone with a customer service signature block who only asked for the password for my account. I was suspicious and responded asking if there was another way for me to verify that this was a legitimate Britannica agent. I did not receive a response. I called the 800 number several times but was unable to get to a person.

  Business response

  03/21/2024

  Good afternoon, ******* - We have researched the history of this customer/complaint and I have attached the information showing that it was resolved on 9/3/21. 

   

   

  Thanks, and have a great evening!

   

  *****

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