Complaints
This profile includes complaints for Potpourri Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 154 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/21/2025
Type: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 was a member of the Pyramid Collection VIP since 2019 and my membership was cancelled without any notification on Feb 21, 2024 due to my credit card on file having been compromised and the monthly charge for February declined. I logged onto my account on Feb 20th to provide a new credit card number and there was no where on the site that I could do this. I called customer service on Feb 21st at 10:16 am and spoke with ******** to provide a new credit card and was told my account had been already been cancelled that same day. I was also told that there were no means to update my credit card and that I would have become a new member at $19.95 a month vs the $12.95 month I was paying. ******** also stated I welcome to file paper copies of my receipts and claim forms for the purchases made during the period I was still a member.Since I no longer had online access to download a printed claim form, I emailed customer service 3 times requesting a claim form and none was received even though an auto response stated they received my email request. I emailed 42 rebate requests individually and provided receipts and received auto acknowledgements on each email confirming receipt. I never received a rebate check for my purchases.On Aug 30, 2024 at 8:40am, I contacted customer service and spoke with Day who stated they received my emails but no receipts. The receipts were attached to each email and if they did not receive the receipts, they should have contact me telling me in order for me to resend. The attachments show on the emails that I sent.I have uploaded as much documentation that I can within the 5 mb maximum file size. I am happy to provide all the emails via an alternate means if requested.Customer Answer
Date: 03/06/2025
I have not heard from the business in response to my complaint.Initial Complaint
Date:02/06/2025
Type: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.
We keep getting e-mails from them and have sent un-subscribe at least 20 times but to no avail. Could please tell them to stop sending e=mails to ***********************
Business Response
Date: 02/12/2025
We involved our marketing team, and they have taken care of it.Initial Complaint
Date:01/21/2025
Type: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 for a Christmas present on 12/16/24. One 1/16/25, I noticed a charge for ***** on my Debit card from this company. I did not make a subsequent purchase after 12/16/24, so didn't know what this was for. I called the number on my statement and was told when I placed my order online (which is the only way you can place an order), I was automatically registered for their rewards program which costs ***** per month. I was never informed of this when I placed my order, nor was there any information about this in any order related emails. In Googling, I found this is a scam, that many other people have been charged money for something they never signed up for. Their website ******************************* states that they are a BBB accredited business. Please review this company as they should not be accredited by the BBB.Also, this company provides no way to log into their website so I can remove my debit information to prevent fraudulent charges. If they don't refund my money per my request, I will report this as a fraudulent charge to my bank and cancel my card.Business Response
Date: 01/29/2025
We have forwarded your complaint to the Rewards program to escalate your refund request. Ater you checkout, you must select the box accepting the terms and conditions of the rewards subscription to get enrolled in this program.Initial Complaint
Date:01/21/2025
Type: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.
Pyramid Collection is a mail order business. They send numerous catalogs to my mother-in-law at our address, but she moved a year ago. I notified the company in October 2023 to stop mailing us catalogs, and again in June 2024, as no one in our household orders from them. Both times they said we had successfully been removed from their system (but would receive 2-3 more issues because it takes a while for their system to process customers out), but we still keep getting *********************. Sometimes our mail service gets suspended because our mailbox is overflowing with catalogs (they are not the only mail order business doing this to us), and we have to make a 5-mile trip to the postal center to get it restarted. This is a nuisance that we want stopped, but talking to them repeatedly has not worked. We are hoping BBB can help.Business Response
Date: 01/30/2025
You information has been shared with our Marketing team to make sure mailings have been discontinued.Initial Complaint
Date:01/08/2025
Type: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.
In September I ordered a clock from this business. In October they wrote me to tell me they needed more money to complete the transaction. I requested money back even though they cashed my check. I have not heard from them sinceBusiness Response
Date: 01/17/2025
We sent your money back as a refund check and it was returned back to us by the *********** as "Return to sender undeliverable". We sent it to ***** **** **********************************************************************************;Customer Answer
Date: 01/22/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:12/31/2024
Type: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.
This problem is about an intentionally misleading website, which upon normal purchase enrolls customers in a recurring fee subscription, without their consent. This is done by presenting a discount coupon, and conveying only in fine print, that this is agreeing to a monthly fee.When I called their customer service line, it was VERY clear that this is a common issue I barely had to describe what was happening before they canceled the recurring fee and offered a 6-month refund. The customer service representative had no problem telling me that it would have been clear if I had "read the fine print at the bottom of the website". While they initiated a 6-month refund, Young Explorers (a Potpourri Group brand) has been charging us a recurring fee for 3 years, starting at $15.94, and escalating to $21.27, resulting in a grand total of $643.08. It is very easy to find reports of other customers who have been tricked by this, and it has ultimately led to a $2.3M class action settlement!I intend to be refunded the entire amount.Business Response
Date: 01/08/2025
We are escalating your complaint to the Rewards program for further investigation.Initial Complaint
Date:09/28/2024
Type: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 have repeatedly unsubscribed from all their group emails and catalogues and yet they continue to send them. I will NEVER buy from them. Their group includes Potpourri, The Pyramid Collection, and favorites.Customer Answer
Date: 10/08/2024
I have not heard from the business in response to my complaint. However, my husband found a way to block them and anything they send goes to spam .So keep the c/o on file, but I think the problem is resolved for now.Business Response
Date: 10/25/2024
We have removed you from our mailing list and will involve our Marketing team to ensure of this.Initial Complaint
Date:09/19/2024
Type: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 made a purchase from Pyramid Collection on Saturday, September 14, 2024, and received an email from Pyramid Collection later on Sunday, September 15, 2024 notifying my order #L1624025 was not able to process because the Billing Address was not recognized by my credit card company. I updated my Billing Address (removing my security gate code:2250) so that the order could be processed. I submitted my changes for this email notification. I never received an updated notice from Pyramid Collection whether my order was being processed after this correction. Today, Thursday, September 19, 2024, I made several attempts to check the status of my order on Pyramid Collection's website and my order was not recognized on their website. I called their phone number ************** and spoke with Niks about this issue. She informed me that my order was in process of shipping. I asked her was my security code 2250 listed on my Shipping Address. She told me "no." I then informed her that in order for me to get my package it would have to have the security code 2250 or it might be left outside the gate for any passerby to take it. I informed her about the email regarding my "billing address" and that I corrected it and submitted it. She seemed confused about the whole situation. I asked to speak to a supervisor. She put me on hold and then told me there was no supervisor available. She said she could cancel my order and reorder again with my Shipping Address and security code. I repeatedly asked if my credit card would be charged again. She said "no" so I agreed. After placing the same initial order using my security code in the Shipping Address which should never have been removed because that wasn't requested on their email. Niks then asked for my credit card information. I told her cancel everything because asking me for my credit card Billing Address sounds like I will be charged twice for the same exact order.Business Response
Date: 10/11/2024
Did you receive your package? Please see attached image showing tracking information delivered. We apologize for the inconvenience this could have caused.Initial Complaint
Date:09/13/2024
Type: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 placed an order on September 2nd. It was not shipped until September 10th and is sitting in a ***** location in ***********. When I called customer service, they could only tell me what I already knew and said that it would take another 3-5 business days to contact the carrier. I asked to speak to a supervisor and after 13 minutes on hold, I was told that there was no one available. I was charged $23.49 for shipping and handling which has been horrible not to mention not receiving my order.Business Response
Date: 09/17/2024
***** delivered your package on Sept. 13th to the provided address. Please see attached screenshot of proof of delivery. Please confirm you received your items.Customer Answer
Date: 09/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[They have sighted the wrong order. This order is STILL at the ***** facility in ***
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 09/18/2024
Apologies, it looks like the order you're calling about is L1576112. Your order scanned this morning in ******, we apologize for the delay, on behalf of *****. You have been credited the shipping fee.Customer Answer
Date: 09/19/2024
[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 submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #********. It is still a horrible experience with regards to their customer service. I still have not received my items from my order on the 2nd of September. It has been delayed now in ******* The customer service **** continually lie and make false promises. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I just cannot take any more emotional upsets from this company.
Regards,
***************************Initial Complaint
Date:09/07/2024
Type: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 just ordered some things today. Before I could get.a confirmation number, everything (including my order) disappeared and I have no way of getting it back. Can You help me by.finding the order and giving me the confirmation number???? Thanks. ******* *******. ************Business Response
Date: 09/11/2024
On September 7th you placed 2 orders with our catalogs. First order number is L1596272 with Catalog Favorites. 2nd order placed on September 7th was with Potpourri Gift order number is L1596215
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