ComplaintsforDiscountMags.com

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 4-year subscription for ****************** on 4/20/2020 for the amount of *****, on order number WT2933927. This publication ships bi-monthly, I had renewed this service in the past without interruption, and as usual, the service was renewed and the magazines arrived electronically as normal. Recently my issues stopped uploading using the 3rd party supplier for the digital editions of the magazine and when I inquired with the supplier, they notified me that the subscription was ceased and no longer offered and that I would need to seek a refund for my subscription with discountmags.com When I contacted them, after several attempts, they issued me a $5.00 refund which they claim was the best they could do, again this was for a 4-year service, which they have a guarantee, yet since the order was placed outside of the 6-month guarantee window, the $5.00 was for my inconvenience. This company somehow thinks they can take your money and not provide a service, again I paid for a 4-year service in advance, for which I only received less than a year of that service in which I paid for

  

  Business response

  11/13/2021

  Hi *******

   

  We are very sorry for the inconvenience you experienced with your order.  I understand that our customer service manager has reached out to you and issued you a refund on your subscription due to it Ceasing publication.  

   

  If there is anything else we can assist you with, please do not hesitate to reach out.

   

  All the best,

   

  DiscountMags.com **************** Team

• Initial Complaint

  10/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Background -- I had a very good experience with this company in 2019, ordering a 2-year renewal of my subscription to The New Yorker at a good price and having it work well. Not good at all this year. I went to their website March 6, 2021, and ordered a 2 year renewal. I received an immediate confirmation stating that it would be processed in a week, and then a week later received a receipt/confirmation. I should note that my subscription was scheduled to expire August 9.No renewal happened. I contacted the company in early September. They apologized. Indicated that they should have finished processing the renewal July 3rd. And then reported that the magazine doesn't accept 2 year renewals from them, offerring to do a 1 year renewal and refund the rest. I asked for them to provide the missing issues. They said they could not. They also said it would take **** weeks more to "process" and start getting issues. Now there's still no indication that the New Yorker has received the subscription renewal. My problem here is three-fold: 1. Offerring products they can't deliver. 2. Delaying putting in the renewals so that they end up late 3. No follow up This is very disappointing. This company seems to have generally good reviews, but this was clearly a non-satisfactory experience.

  

  Business response

  11/04/2021

  Hi ******

   

  We are very sorry for the inconvenience you have faced with this order. I do show back in September we refunded you for 50% of the order and we reprocessed it as a 1 year since the original order as 2 years was returned.   I have reached out to the publisher and they confirmed it has been processed as one year and the renewal is effective with the November 13, 2021 issue.   We do disclose on your order confirmation what the estimated time you could expect your renewal to be added to your account.  Unfortunately those are estimates and as in your situation, there was a returned order that needed to be reprocessed.   

   

  If your subscription is not reflected as extended as the publisher indicates, please do not hesitate to reach back out to us and we will issue you a full refund.  However they did confirm you should receive you first issue which is the 11/13th issue.  

   

  Again, please accept our sincere apologies for not meeting you expectations timely with this order.  We hope you will continue to allow us to fulfill your magazine subscription needs.

   

  All the best

   

  DiscountMags.com **************** Team

  Customer response

  11/09/2021

   
  Complaint: 16052042

   

  *****, thank you for your response.  Indeed the subscription did start and the refund was processed.  
  
  Nonetheless, I am rejecting this response because they did not address the structural problem of collecting money for a product they couldn't offer, not monitoring delivery, and not processing subscription requests early enough to meet the timeframe they later claim is needed for a renewal.

  At this point I do not expect more from the company.  But I don't want others to be misled into believing that all is well.  I would feel differently if I saw a commitment to change their practices to prevent this from happening in the future (including renewing as quickly as they charge the customer).  

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

  

  Business response

  12/02/2021

  Hi ******

   

  We do understand your concern however like many retail businesses, we are not able to process an order for a product without having received payment for it.  Unfortunately this is not a practice we would be able to change and as you know most online retail businesses require payment first prior to processing orders, Eg. Amazon, Magazines.com. 

   

  We will certainly look into our notification process in situation like yours and work with publishers to notify us of any delays so we can in turn let you know.  Due to Global COVID 19 pandemic, this has impacted many businesses nationwide including the magazine industry and the United States Postal Service.   

   

  Again, please accept our apologies for the delay in getting your order to you and we hope you continue to order your magazine subscriptions through us. 

   

  All the best to you this holiday season.

   

  DiscountMags.com **************** Team

  Customer response

  12/14/2021

   
  Complaint: 16052042
  
  I am rejecting this response because:

   

  It completely fails to address the issue.  I provided the order with payment at the earlier date.  *********** chose to sit on the order rather than process it.  They seem to simply be trying to obscure this.  Perhaps it is because they feel that they can make money on the "float" of collecting orders with payment while delaying fulfillment.  

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

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