Complaints

This profile includes complaints for Hallmark Cards, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hallmark Cards, Inc.

  2501 McGee St Mail Box 100 Kansas City, MO 64108-2615

  
• 

  Hallmark Cards, Inc.

  PO Box 419034 Md 500 Kansas City, MO 64141-9034

  

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:04/30/2025

  Type:Customer Service 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.

  Tried to call today several times to ask simple questions and could not get the answers or a supervisor. What I did get from one of your employees was a filthy text message, I took care of that. When a consumer calls and your CS Support does not know much of anything, its sad and this is what I encountered today. Could someone from corporate please call me so I can ask the questions. It also has nothing to do with patience, when I have to repeat myself several times, this is cause for working harder not smarter, I DO NOT LIKE TO WORK HARDER, I PREFER TO WORK SMARTER AND YOU CS SHOULD HAS WELL.

  Business Response

  Date: 04/30/2025

  Thank you so much for taking the time to share your recent experience with us. I'm sorry to hear that you felt unheard during your call, especially when you were simply looking for help. That is not the kind of care and attentiveness we strive for at Hallmark, and I want you to know your voice matters to us. 

  We've had some delays recently that may have impacted the flow of your conversation with our team, and I completely understand how frustrating that can be - especially when it feels like you're not being listened to. Please accept our sincere apologies for the experience and know that we're actively working on improvements to prevent this from happening in the future.

  I have reviewed your three contacts from yesterday and I am happy t share that another season of the show your were inquiring about will be streaming soon! We know how much our viewers look forward to stories that bring warmth and connection into their homes and we can't wait to share what's next on the British series.

  Thank you again for your patience and for giving us the change to make things right. If there's anything more we can do, I'm just a message away.

  ****

  Senior Director of Care, Hallmark Cards

   

  
  

  Customer Answer

  Date: 04/30/2025

   
  Better Business Bureau:
  

  Well I appreciate this response I asked for a phone call and this response really talks about nothing and doesn’t even know if the questions I’m asking have been answered So why would you send this

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair 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.

  Bought a computer from HSN 12/24 and it came with bundles vouchers for my computers, my Hallmark Studio V22 stop working on my computer and **** said it was not compatible with my computer. It was working fine for 3months and now it is not working and he stated it was nothing he could do when I called the tech support team on 4/11/25. I aksed him would it work on my HP computer and he said no, then I said I was going to file a complaint because I am paying for products that not working properly and he won't even trouble shoot the issue. I have had Hallmark before and it has no expiration date and **** was not even trying to offer the correct software to update the problem at hand or issue.

  Business Response

  Date: 04/15/2025

  Hello,

  We're very sorry to hear that you're disappointed by the service you received after reaching out to Hallmark Card Studio and we're glad that you let us know.  Hallmark Card Studio is a product sold by Creative Home as a Hallmark licensee.  Hallmark provides the creative material, while Creative Home provides the technical expertise and support. 

  Because we want you to be completely satisfied and we reached out to Creative Home on your behalf.   We have confirmed that one of the managers reached out directly and has promised to send a free software upgrade as soon as it becomes available.

  If you have further questions, we encourage you to contact the customer support team at Creative Home directly at ************ or by email: ****************************.

  Thank you for the opportunity to respond to your concerns!

  Customer Answer

  Date: 04/15/2025

  
  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.

  The manager was very kind and will get intouch with me soon, I will wait for them to restore or send me a new program and, I am grateful for the immediately response.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/16/2025

  Type:Customer Service 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.

  ******** never delivered was told by customer service that he was not in charge of post office and no supervisor to help. Since I am hadicap I cant get out I asked them to resend but I dont think they will. Giving me a credit does not help me Thank You ****** ********

  Business Response

  Date: 03/17/2025

  We sincerely apologize for this issue. We have refunded your account AND reprocessed your order at no charge. We are also paying for expedited shipping. Here is your new web order - Order Number: WEB112962668.

  Thank you for contacting Hallmark Care.

  ****

  
  

  Business Response

  Date: 03/19/2025

  We have processed a refund AND reshipped the product at no charge to you. The order will come in two separate shipments. Here is the tracking for shipment one coming expedited.

  FedEx Tracking ************ for part of the order.
  

  Thank you,

  ****

  
  

  Customer Answer

  Date: 03/19/2025

  
  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

  Date:01/17/2025

  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 ordered ornaments and received them but the individual boxes were damaged. I contacted Hallmark and they said they would either exchange them or refund my money. I said I would like to exchange them because I really wanted these ornaments. They checked and said there was no problem because they were in stock and would send them after I return them. I sent them back and now they said they are nit in stock and refunded me for less than what I paid. I want a replacement and think they should go to a third party seller and obtain these ornaments for replacement. Also, the refund they issued was less than the amount I paid.

  Business Response

  Date: 01/21/2025

  Good morning - we do apologize for the damaged boxes you received with your order from Hallmark. The initial credit only included items received by our returns team. Unfortunately we are unable to replace the damaged boxes/product. We did issue an additional credit for the difference this morning and an email was sent to the email address we have on file.
  
  Return ******** has been created successfully for the amount of $55.23.
  
  For your future reference, this has been assigned case* ********.

  Thank you again for making us aware of the issue and giving us a chance to fully refund you for the damaged product.

  ****

  Business Response

  Date: 01/22/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration caused by your recent order experience.
  

  We have now processed a full refund for your order ************ to ensure your satisfaction. Your order was placed on December 26, 2024, during our after-Christmas sale, when inventory for Hallmark ornaments is especially limited. Due to the high demand and reduced pricing during this time, availability can be more unpredictable. We are unable to order these ornaments for you from the two retailers you shared, but we have processed the full refund.
  

  We truly value your business and appreciate your understanding.
  

  Best regards,
  ****

  Customer Answer

  Date: 01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because I have not received a full refund for the replacement cost. The difference is ~$113.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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 ordered Christmas Cards on December 11, 2024. Expected shipping date was December 21, 2024. I cancelled the order and asked for a refund on January 3, 2025. On January 5, 2025, Hallmark.com charged my credit card (twice) for the same purchase. I never received the Christmas cards.

  Business Response

  Date: 01/07/2025

  ******* *

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused regarding the pending charge on your credit card.
  
  Upon reviewing your account, we see that your order is currently in the process of being canceled. As a result, the pending charge on your card should automatically drop off within the next 5 to 7 business days, depending on your bank’s processing times.
  
  Please be assured that we are committed to resolving this matter promptly and ensuring that your experience with us meets your expectations. If you have any further questions or concerns, please don’t hesitate to contact us directly at *******************m.
  
  We appreciate your patience and understanding.
  
  Sincerely,
  ****
  Senior Director of Care
  Hallmark Cards, Inc.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: ********
  
  I am rejecting this response because: I have not received a refund from previous complaint. On top of that, On January 9, 2025 I was charged AGAIN ($41.34) for the same Christmas cards that I never received.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/10/2025

  I do apologize that we have disappointed you once again. Our order processing system did end up putting your order through. However, we have refunded the complete amount. You will likely still receive the product from Hallmark free of charge as an apology for the issue.

  Please let me know if the charge on your card does not come off in the next 5-7 business days.

  ****

  Customer Answer

  Date: 01/14/2025

   
  Complaint: ********
  
  I am rejecting this response because: On  Yesterday, January 13, 2025 my credit card was charge Once Again. THIS IS THE THIRD TIME Hallmark, Inc. has charged my card. This is very inconvenient!. I have to go back and forth with my bank, and I will take Legal Action is this rogue activity from Hallmark, Inc. does not stop.
  
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service 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.

  On Dec 7th, 2024, my wife and I tried to order a Christmas gift on Hallmark.com. The order would not go through. We tried several times and it kept giving an error message. There is no problem with the credit card we used, but we tried another card just in case. Same result. In fact, the following day I check our VISA (2 VISAS) and one had 14 Pending Transactions and the other had 3 Pending Transactions. They were all of the same order, which was one item. I called the Fraud Dept of one credit card to insure we weren't being charged the now several hundred dollars in unfulfilled Hallmark orders. They assured me at that point, and for the next 9 days, they were all pending and not funded. Finally, today, Dec 17, there was one pending transaction left on both cards. The others had cleared. I presume those will disappear tomorrow or the next day. So tonight, we attempted to order ONE MORE TIME, using yet another credit card. And you can probably guess the result since I'm taking time to report this to the BBB. There was an error on the website, and on our card another pending transaction. This has been incredibly frustrating, and at this point the Christmas Present, meant to be sent to a friend in time for Christmas, has not been ordered and likely won't get to her in time if ever.

  Business Response

  Date: 12/18/2024

  ******* -

  Thank you for bringing this matter to our attention. I want to sincerely apologize for the frustration and inconvenience you’ve experienced while trying to place your order on Hallmark.com. We strive to provide a seamless shopping experience, and it’s clear we fell short in your case.
  
  We have reviewed your concerns and would like to address them:
  1. Pending Transactions: We understand the frustration caused by the multiple pending charges. These typically result from unsuccessful order attempts and should clear automatically, as no funds were withdrawn.
  2. Technical Errors: Our team has been made aware of the error messages you encountered. We are actively investigating the issue with our payment processor and website platform to identify the root cause and ensure it does not happen again.
  3. Missed Gift Opportunity: We deeply regret that this issue has prevented you from successfully placing your order in time for Christmas.
  
  To make amends, we would like to offer you a gift card for use on a future order. I will be sending this out today to the address you shared with the BBB.
  
  We value you as a customer and appreciate your patience as we work to resolve this issue. Thank you for giving us the opportunity to make things right.
  
  Warm regards,
  ****
  Senior Director of Care
  Hallmark Cards, Inc.
  
  
  
  
  

  Customer Answer

  Date: 12/19/2024

  
  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

  Date:12/10/2024

  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.

  Dear Hallmark Customer Service what is going on with your online ordering process? Several weeks ago I sent an order for $118.11 for 4 National Lampoon ornaments but you only sent out one. I had to spend almost an hour trying to get this sorted out on the phone and was reassured the other 3 would be shipped out but today I received yet again only 1 ornament in a tiny box with an invoice clearly showing 3 should have been inside so I am still missing 2. I am extremely frustrated that it’s taken me 2 phone calls and several weeks now to get this sorted out and that they refused to send the missing ornaments out in expedited shipping so again I have to wait for all 4 of my orders. This is ridiculous and a poor reflection of Hallmark Customer Service on an almost $120.00 order with no apologies at all and no reassurance that they will not make the same mistake yet again while I sit and wait. Please respond as the telephone customer service is severely lacking! I am including 2 images clearly showing a small box with only 1 ornament inside and the invoice clearly showing it should have had 3. WEB********* ********

  Business Response

  Date: 12/11/2024

  We would like to apologize for the issues you experienced when placing an order online. We are shipping you two more orders and using overnight shipping. You should receive them tomorrow or Friday at the latest. Thank you for bringing this to our attention and your patience.

  ****

  Customer Answer

  Date: 12/13/2024

   
  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

  Date:11/27/2024

  Type:Delivery 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 input an order for 1 item and processed my order. I received an email stating I was receiving the same item twice, one delivered to my home and one delivered to a store 30 minutes away. I contacted the companies "customer service" the representative told me there was nothing that could be done until I received the items, then I was to call them and they would attempt to process a return. I asked for a supervisor and have been on hold for 30 plus minutes.

  Business Response

  Date: 11/27/2024

  Thank you for bringing this matter to our attention. You will be contacted by ***, Care Liaison, from Hallmark Care to ensure we address your concern and resolve this issue.
  

  Regarding your hold time, we are sorry for that as well. We do record every interaction our consumers have with our Advocates. We will review this case and address the Advocate and retrain on proper hold procedures. 
  

  Given the holiday this week, you will likely hear from *** on Friday. 
  

  Thank you,

  **** - Senior Director of Care 

• Initial Complaint

  Date:11/18/2024

  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.

  I attempted to log into Hallmark.com multiple times to place an order yesterday and once I got in discovered that the large amount of points I had accumulated over years of purchases was gone leaving me with a few hundred, and that in store purchases made with my member card by family members during ornament premieres this year were not credited. I don’t know if I still have receipts but the amount of the July purchase was $555.12 plus point bonuses. Seems funny that I noticed this happened after massive website changes and the launch of their new paid program. To top this off I had already downloaded their app and linked the rewards account, yet the website is offering me a bonus of 600 points to download it. I have now deleted it since I’m fed up with this company. I have contacted Hallmark and so far all I’ve gotten is an offer to cancel one reward.

  Business Response

  Date: 11/18/2024

  Thank you for contacting Hallmark. I would like to apologize for your experience. I can certainly understand your frustration and disappointment after spending time and money at Hallmark during several of our seasonal events - I am a huge Keepsake fan and made several large purchases myself. I have asked ******, one of our Care Liaisons that specializes in Crown Rewards, to investigate what occurred with your account. She will be contacting you and making this right.

  I want to thank you for being a Hallmark consumer and hope you will continue to give us a chance. We believe in creating a more caring and connected world, and your current experience is not what we strive for. We will do what we can to earn your trust back.

  Thank you,

  ****

  Customer Answer

  Date: 11/18/2024

   
  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 at the moment while the investigation on their end is occurring as I understand it takes time to figure out what happened, it may change depending on what they say they found.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/14/2024

  Type:Delivery 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 purchased two Hallmark "Signature" cards for $12.99 a piece and when I got them home, the quality of both cards was terrible. The paper 3D decoupage was coming off and the quality of the cards themselves was terrible. When I called the Hallmark customer care line, I was treated with indifference and told to take the cards back to the store, because it was not their problem. I have been a Hallmark customer for over forty years, and I feel the treatment by Hallmark over this issue was horrific.

  Business Response

  Date: 11/15/2024

  Mr. ******** -

  We are sorry you feel like your experience with our Consumer Care team was not ideal. We have reviewed the two cases you opened with the Care team. In your initial contact with Care on November 12th, you shared the following - "I purchased two "Signature" Thanksgiving cards today, and after I returned home I realized the price of each card was $12.99. It was my mistake in not checking the price of the cards in the store, but I feel Hallmark is price gouging for their cards. I have bought Hallmark cards for over forty years, but I guarantee you these will be the last Hallmark cards I will purchase. Your company is robbing the consumer for cards that certainly aren't worth that price." You did not share that the cards themselves were damaged or not in ideal shape. When you contacted Care again on November 14th, you complained about the price again and then hung up on the Advocate. In those transcriptions, you did not share that the product itself was damaged. If you are not satisfied with the quality of the cards, then you can return them to the store where you purchased them from. We do offer a variety of products with a range of price points.

  If you have any issues with your in-store return, please contact me, the Senior Director of Care at ********************* 

  Thank you,

  ****