Complaints

The 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:11/15/2023

  Type:Billing Issues
  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.

  Craftsy has charged me (11/15/2023) for a subscription that was cancelled and should have ended on 11/25/2023. They do not answer phone calls. The live chat gets disconnected when you type you want to inquire about why the account was charged when it was cancelled. After some research I have found countless complaints regarding the practice of charging accounts that have been cancelled and then IF customers can get through they only offer credit. I have been unable to get through and have been disconnected from live chat several times once I inquire about the cancellation.

  Customer Answer

  Date: 11/16/2023

   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.

  Yes, it looks like they have already issued the refund so I consider it resolved.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  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.

  Was told I sign up over a year ago and that I cant Cancel new members ship on the same day I was change$104.00 today

  

  Business Response

  Date: 10/03/2023

  Better Business Bureau 
  Attention: *********************
  Dispute Resolution Specialist
  *****************************************************
  Phone: ************
  
  Dear ******************,
  
  I received a copy of Ms. ******* *****s complaint. I appreciate the opportunity to respond.

  
  In researching Ms. ****** complaint, I was able to locate her Craftsy account showing that she signed up to be a member on September 23, 2022, directly from our website craftsy.com. We sent a pre-billing renewal notice to the email address she provided when she signed up for her membership at ************************* reminding her that her membership would be renewed on September 29, 2023, and informing her that if she did not cancel before the date provided in that notice there are no refunds once charged for the next term.

  
  There is no record of Ms. ***** contacting us regarding her membership or going online to her account to cancel before her renewal. She did contact us on September 29, 2023, requesting her membership be canceled and refunded.  We immediately canceled the automatic renewal on her account and provided her with a $100 coupon to use on our site but initially reiterated our policy which is to not provide refunds for partial terms. 

  
  I have taken the liberty of refunding Ms. ***** $104.76.  Her membership has been canceled and no further charges will occur.

  
  I trust this addresses any concerns you might have had. If you wish to speak with me directly you may reach me at ********************** or ************.

  
  Sincerely, 
  
  *********************
  VP Customer Accounts

  
  

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  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 signed up using a promotion price of $10 last year (September 2022). The terms of service that I had agreed to on sign up were the following. "How to Cancel Auto-Renewal". You can cancel any membership at any time to avoid future charges, or to receive a pro rata refund for an annual membership. You can cancel any future terms or membership and any corresponding charges by going online to your account or contacting customer service at ************" I tried calling many times during their business hours and it always says "The phones are currently unavailable". I tried to cancel via the account on the web and that feature is no where to be found. I finally used the email one hour after auto renewal had been initiated. They responded that under the terms of service no refund is allowed. They changed the Terms of Service I had agreed to in August 2023 and no longer allow refunds. This business is making it extremely difficult to get a refund. Also the new charge was $200, that is one big difference than the $10 I signed up for. It is very obvious to me that the promotions is meant to force an auto renew using the bait and switch method with the ****

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  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 saw a transaction for $88.52 on my PayPal account. It is listed one-way on PayPal, and another on my bank, which was a huge red flag. This is an unauthorized transaction. I tried calling the number multiple times, and the phones have not been working. I saw another complaint that the company sent an email about a renewal for a product. I searched my email I am low, and have not found anything. I disputed a claim with my bank, and Im filing a police report.

  

  Business Response

  Date: 09/19/2023

  Better Business Bureau 
  Attention: *******************************
  Dispute Resolution Specialist
  ******************************************************************
  Phone: ************
  
  Dear **********************,
  
  I received a copy of Ms. *************** complaint. I appreciate the opportunity to respond.

  
  In researching Ms. ********* complaint, I was able to locate her Outdoor Photography Guide account showing that she signed up to be a member on September 14, 2022, directly from our website outdoorphotographyguide.com. We sent a pre-billing renewal notice to her email address of *********************** on July 31, 2023, reminding her that her membership would be renewed on September 14, 2023, and that if she did not cancel before the date provided in that notice there are no refunds once charged. ****************** provided this email address to us when she signed up to become a member. 

  
  There is no record of ******************** contacting us regarding her membership or going online to her account to cancel before her renewal. She did mention in her complaint that she tried to call us multiple times.  Our phones were currently unavailable at the time, but we do instruct our customers on the voice recording to email us or go online to chat with a live agent. 

  
  I have taken the liberty of refunding ******************* $88.56.  The membership has been canceled and no further charges will occur.

  
  I trust this addresses any concerns you might have had. If you wish to speak with me directly you may reach me at ******************************* or ************.

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

  VP Customer Accounts

  
   

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  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 company renewed my membership without any notice, 10 days ahead of schedule. They took the money from my bank on a holiday, and there was no customer support that day. I reached out to them twice via email, and called the support number (with no answer). I had wanted to cancel my subscription, which had been a free year, but they forced another year on me for about $86.00.

  

  Business Response

  Date: 01/13/2023

  Better Business Bureau 
  Attention: ******************
  Mediation Center Liaison
  ********************************************
  Phone: **************
  
  Dear *******,
  
  I received a copy of *********************** complaint.  I appreciate the opportunity to respond.

  
  In researching Ms. ******** complaint, I was able to locate her Craftsy membership and found she was able to find the option to cancel her membership online, which she did on January 2, 2023.  ****************** then sent us an email on that same day, requesting to cancel and to be refunded for her membership.  Her account was already cancelled, and we did refund her card the full amount of $85.39.  ****************** will not be charged anything from Craftsy.

  
  I appreciate Ms. ************************* contacting us.  I trust this addresses any concerns you might have had.  If you wish to speak with me directly you may reach me at ********************** or ************.

  
  Sincerely, 
  
  *********************
  VP Customer Accounts