ComplaintsforHallmark Cards, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I renewed my KOC Membership with Hallmark on 12/13/2022. I received my Welcome Packet with my 2023 membership card and $5 savings coupon in January. Since then, I have NOT received the January, February or March eNewsletters. My Hallmark account is in active standing and I have everything open and active to receive the eNewletters. I have been a Hallmark KOC member since 2018. I have never experienced poor service from them, until now. My biggest concern now is that I have NOT received the February Newsletter that was mailed out via ** ****. Me and other members like me, are experiencing the same thing. (Please see attachments). Like me, we have contacted Hallmark repeatedly, getting promises and excuses, but not receiving the Newsletters. We just want what was promised to us when we joined the KOC Membership Club. Please see the attached information to help you understand my complaint. I have also attached the 2023 KOC Benefits Calendar to show you what we are supposed to receive each month from the Club. All I want from Hallmark is for them to honor their promises to deliver what they said this Club delivers and what I paid for. I want all the items that I am supposed to receive with this Club. If they can't, then I want a full refund on what I paid ($60) for joining the membership. Thank you for your assistance in this matter, ***** **************

  Business response

  03/22/2023

  Good afternoon - we regret that this was ******* experience with Hallmark and our beloved Keepsake Ornament Club. As a member myself, I certainly understand the frustration. I worked with our Care team and we identified the following issue and solution.

  It was determined that ***** had 2 unique profiles in the Hallmark systems. These profiles are in process of being merged and now all information including phone, email, address, CR, KOC & case history can be found on one. We did connect with ***** and provided a $5 replacement code and a $5 off $10 Crown Rewards coupon. Both of these have now been redeemed by *****. We will continue to monitor this account to ensure we have resolved the issues with the duplicate accounts.
  
  Related case ********
  Replacement code provided = $5
  For Keeps mailed: 3/20
  Was also provided KOC For Keeps February 2023 $5 off $10 CR SUI; reflects redeemed on 3/17
  Both $5 KOC Promo Code and KOC CR SUI redeemed on order WEB108290163 placed 3/17 We appreciate the opportunity to make this right, and appreciate ******* business.  Thank you,****

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ************ Rewards number On 12-31-22 I sent a letter to their office because I wanted to remark with complaints on 3 different issues 2 of which were errors done to most of my 2022 online orders I RESENT LETTER ON 1-24-23 DUE TO NO RESPONSE AS I INPUT THIS COMPLAINT 2-24-23 I HAVE NEVER RECEIVED ANYTHING FROM COMPANY From July to December 2022 when online orders were shipped I NEVER RECEIVED A NORMAL "SHIPPED" EMAIL Each order I had to sign onto my account to check status once it was shipped I had to use online chat to ask an employee for the tracking number I WAS TOLD THERE WAS A TECHNICAL PROBLEM THAT'S WHY EMAILS NOT RECEIVED, THIS WAS IN THE SUMMER WHEN I WAS TOLD THIS That was a LONG problem because I did NOT receive 1 shipped email ALL YEAR FROM COMPANY ANOTHER ERROR THE ONLINE PAGE FOR ANY ORDER DOES NOT PROVIDE THE TRACKING NUMBER I did NOT appreciate having to do all this unnecessary work to get my tracking numbers Other error on 12-26-22 their website gave me incorrect information on an ornament I wanted to order Disney Bambi Thumper Metal Ornament So company did NOT fix technical problems & did NOT provide tracking information on website pages causing me & other customers lost time as for said information And UPON SENDING SAME LETTER TO COMPANY TWICE THEY DID NOT EVEN RESPOND LET ALONE FIX PROBLEMS OR MAKE UP FOR PROBLEMS

  Business response

  03/09/2023

  Ms. ******
  Thank you for reaching out to share your feedback and alert us to your poor experience with our online ordering process.  Please allow me to address each of your concerns individually:

  1.  We agree with you!  It's important to receive an email with the status of online order shipments.  We did have a brief outage during a few weeks mid-summer, but that was resolved prior to the ship dates of the orders you called to our attention.  We have not been able to pinpoint the exact cause why the emails containing the shipment tracking numbers are not reaching you.  We have a few suggestions that may improve the likelihood that the emails will arrive:
  a.  Add "*************************" to your address book.
  b.  Confirm with your email service provider that they are not restricting the delivery of Hallmark emails.
  c.  We occasionally hear from other consumers that email provider settings from cause some emails to be delayed or routed to junk folders without your awareness.
  

  Additionally, you can find order status and tracking details from ***************************  You will need to input your email address, order number, and zip code.  On this page, we also offer a link to our virtual assistant.  This option will also provide real time order status.  You will be asked to provide the order number, phone number or email address used to place the order.  If you have additional questions about the order, the virtual assistant will connect you with a member of our care team, during business hours (8 am – 6 pm CT, M – F and 10 am – 6 pm CT , weekends).

  2.  We always appreciate feedback about Keepsake Ornaments, especially from long time collectors, like yourself.  While we know that not every ornament will resonate with everyone, but we strive to select characters and themes to appeal to as many fans as possible.  Our product development team conducts in depth research and partners with Disney and other license property owners to design series ornaments and create unique ornaments to correspond with new movie releases and other significant milestones, like an anniversary.  They also create the plans for re-releasing products to attract new collectors. Because of the licensing agreements, we’re not yet able to share what will be released later this year.  Our Keepsakes Dreambook will be available in mid- April and a digital version can be accessed on ************ at that time.

  3.  The after Christmas sale event is a great option to add to your collection and we’re sorry that the item that you wanted to purchase experienced confusing availability messaging.  December 26th of each year is among our busiest online shopping days.  Last year, the sale included more than one thousand items, most of which are fulfilled using the inventory at our Gold Crown Retail Stores.  In order to ensure that the website does not inadvertently oversell, our team continually monitors and adjusts the available inventory.  As other shoppers add and remove items within their online cart, the items available for purchase will fluctuate throughout the day.  We recommend shopping for desired items as early as possible on the sale date and checking out quickly. And if something you hoped for isn’t showing available or showing at select stores only, it’s possible that it will become available again later in the day.  We also will take additional markdowns the following week on any remaining items, so checking back often is the best way to secure a great deal.

  We are grateful for the time you invested to share your feedback and I can assure you that your comments have been shared.  We’re sorry to have disappointed you and would like to offer you a token of our appreciation for your loyalty.  We will be sending you a personalized Star Wars ornament from our Keepsake product line.  The order number is ************ and you can expect it to arrive between March 16th and March 21st.  You can follow the order status at ***************************

  Best regards,

  ***** *******

  Customer response

  03/10/2023

  [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 made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  Regards,
  ** **** *****

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Order ************. Bought ornaments that were on sale, not more than less than a week later got an email they were 75% off. Chatted with an associate ****** and he told me to call, I called spoke to a supervisor ****** and apparently online shopping an adjustment on something that was 50% off that goes on sale lets say a day later oh too bad they cant help you. I live in the country which makes it really hard to just pick up my kids and go to the store which is an hour away, and is why I try and shop online. I would like to keep my ornaments if the adjustment could be done, and even though one of them is not as described. I cant place a new order because everyone bought them out and are now selling them on Amazon. Just seems like customer service would prefer to loose the sale than to keep it due to its "policy " just a few more percents off.

  Business response

  01/06/2023

  We have reviewed this case and will make a one time appeasement and refund the original form of payment for $35 based on the request and additional sale discount. We value ******* and her business. It is our mission to empower our consumers to put more care in the world. While our policy states that all sale items are final, and we typically don’t honor additional discounts as we reduce our inventory, we are making this exception.

  Thank you,

  **** ****** Director of Consumer Care
  

  Customer response

  01/06/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  ******* ******

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on **************** on 11/26/22 for a pair of slippers, candy, and a blanket (Order #: ************) and I paid for expedited shipping. On 12/1/22, I called to check the status of the order as FedEx was not displaying the tracking details and the item should’ve been delivered to me by 11/29. On 12/1/22, the rep stated that she could not see the tracking information as well and to call back the next day if its not delivered. On 12/2/22, I called Hallmark back and spoke to *** and he stated that he would start the process for a refund for the blanket and the expedited fee that I paid. I received the slippers and candy on 12/2. I advised *** that FedEx is stating that the blanket was delivered on 11/29; however, I did not receive the item and the slippers and candy arrived late as well. I have yet to receive my refund and it’s going on one month. I want a refund back for the blanket and also the expedited fee I paid since the order did not arrive expedited.

  Business response

  12/22/2022

  We are sincerely sorry that ******* ***** had this experience with Hallmark. Below is a timeline based on our records. We processed the refund yesterday to the Visa ending in ****. We also loaded points to ********* Hallmark Crown Rewards account equating to $15 to apologize for this experience. We value every consumer and make it our goal to help them put effortless and affirming care in the world.

  Timeline of events according to our records.

  Order placed with 2 day shipping on 11/25/2022.
  Order split into two shipments and shipped on 11/26/2022. 
  ******** delivered on 11/29/2022 (late)
  ********* ******** ******** delivered on 12/2/2022 (late)
  ******* ***** reached out on 12/20/2022.
  Refund issued for $56.82 on 12/21/2022
  Confirmed a refund of $56.82 was completed on 12/22/2022 to Visa ending in ***** 
  We also tried calling them, but the call was “declined,” so they may have a block for unknown callers. 
  We will be sending an email confirmation for the refund issued as well as offer a courtesy point adjustment for $15.

  Thank you,

  **** *****

  Director of Care, Hallmark Global
  

  Customer response

  12/22/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  
  ******* *****

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 9, 2022 I placed an order (************) online with Hallmark. One of the items in my order, Glad Tidings Peanuts Nativity Set, was listed on sale for $12.48 when the original price was $49.95. I received a confirmation email at 8:55 am. At 11:39 am I received an email that a portion of my order was ready for pick-up at my local store. A 1:12 pm I received an email that the Peanuts Nativity was sold out and that portion of my order was canceled. I went online to check and it didn't show the item as sold out, but it did show the price as $49.95 and not the sale price anymore, so I called Hallmark. I spoke to ******* in customer service and I told her that I thought Hallmark was just trying to scam me out of the item because they priced it wrong. She reordered it for me and said I would see a full price charge at first, but she did an appeasement, so I would get a credit for the difference. (Case# ********, order #************) I received an order confirmation email at 4:27 pm and then I received another out of stock cancellation email at 7:04 pm. I called Hallmark again and the girl I spoke with said we should try ordering it at full price and she gave me a $20.00 coupon to apply to the order #************ (Case #********) I received an order confirmation email at 8:00 pm and on Oct 10, 2022 I received a sold out cancellation email. At this point I knew they were just screwing around with me in order not to honor the sale price, so I placed another order on Oct 10, 2022 under my daughters name (******* ****) for the full purchase price. Order #************ . My daughter just informed me at approximately 11:15 on Oct 11, 2022 that the item had shipped. I don't appreciate this deceptive practice on the part of Hallmark. I am a loyal customer and I expect them to honor the price that it posted online. I would have settled for a price adjustment, but at this point, after lying and everything they put me through, I want a full refund of $53.07.

  Customer response

  10/18/2022

  In regards to the above complaint, I received a call from Mr. *** ***** from Hallmark on 10/13/22.  He apologized for the problems I had with my order, and said that he credited my daughter's account for the purchase price of the item.(Since she was the one whose order was ultimately filled and whose account was charged)  She received the credit and the item on 10/14/22.  I was waiting to report this resolution because I still had a pending charge on my account for the cost of the item with one of the orders I had placed, which subsequently dropped off on 10/18/22.  I am happy to report that my concerns were addressed and a resolution was reached regarding this matter.  
  
  Thank you,
  
  **** **** **** **** ***** *********** **  ***** ***** ********

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a longtime Hallmark customer, in-store & online. When placing an online order, the screen you receive when an order is submitted that provides the order number clearly states two emails will be sent: an order confirmation email & another email when the order ships. The last time I received an order confirmation email was April 2019. I keep Hallmark emails so know what I have & haven't received. Beginning in Sept. 2019, I haven't received an order confirmation email for a single order -- which as of this month, June, is 36 orders. I began calling about this in 2020. Phone reps have tried to help, I've done everything I was asked to do, but still nothing. The reps kept escalating this as they agreed I should be getting both emails. I've reported this issue repeatedly for 2 years. Two years. And somehow Hallmark can't figure out what's wrong. In April they emailed & told me I needed to contact my internet provider (****) to see if my IP address was blacklisted. Those are the words in their email & they gave me the email address at **** to contact. That wasn't it. Last week they called to say **** is blocking the order confirmation emails. To understand what I'm dealing with, the order confirmation emails & the shipping emails are sent from the same email address. The very same. It doesn't make sense to anyone except Hallmark that one set of emails is being blocked but not the other. I called **** technical support more than once & was even escalated to their advanced support. They agree this doesn't make sense. They can't block some emails from an email address while letting others come through. They checked everywhere. They aren't blocking anything -- & that includes my IP address -- and I'm not blocking anything. One of ****'s technical people identified what he thinks the problem is & I relayed this to Hallmark. Hallmark doesn't care. I was told I only reported this issue 5 times, try 2 dozen or so. I've also been told I'm the only person affected by this.

  Customer response

  06/27/2022

  I want Hallmark to contact me by phone. ************* 

  I would like to talk to someone higher up in the company to get this issue fixed. 

  Business response

  07/07/2022

  Ms. *****,

   

  Please accept my sincere apology for the on-going frustration.  We hope to make our customer experiences effortless.  In this case, we've failed.

  ***, from my team, has been in contact with you in an attempt to understand what could be stopping emails from reaching you.  We do not believe your email program nor your computer to be the cause and we hope to eliminate your internet service provider as a potential cause, soon.  Additionally, we're working with our internal teams to determine if there is some type of blocker in our system.  *** will continue to investigate and update you in the coming weeks.

   

  We hope the gift card we sent restores your faith in Hallmark and we look forward to eliminating the cause of the problem soon.

   

  Regards,

  *** ********

  Vice President, Customer Care

  Hallmark

  Customer response

  07/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: it isn't enough. I've been reporting this issue for 2 years without Hallmark fixing it. I contacted the company more than 2 dozen times during that period, their own employees could see that I wasn't being sent the emails & I wasn't the only person this was happening to, and yet as recently as last month, 2 different supervisors informed me I was the only person affected by this. One kept insisting I only reported the problem 5 times & the 2nd repeated this, both basically treating me like I was lying. In July 2021, one of Hallmark's employees, ****, called me. She found that I hadn't been sent the emails in question for the last 18 months. That was a year ago. I contacted my internet provider several times but the 2 supervisors didn't care what the provider told me. Hallmark needs to fix this -- not just for me but other customers who may or may not have reported this same issue. But Hallmark also needs to make up for this taking so long. It's inexcusable. The very small gift card amount for a 2 1/2 year problem -- a problem that was reported repeatedly -- tells me everything about how the company truly values their customers. Their response refers to additional weeks to clear this up. Weeks. After 2 years. Hallmark's tag line is "when you care enough to send the very best." When it comes to their own actions, what's coming across loud & clear is "we don't care enough to do our best."
  
  Regards,
  
  ******* *****

• Initial Complaint

  04/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hallmark stoppped their emails to me back in November, 2021. I notified them in December 2021 that I was not receiving emails from them. This has been a constant thing going back and forth between Hallmark and myself to this day. They just keep giving me excuses and doing nothing to fix it. I belong to their Keepsake Ornament Club and I’ a Gold Crown Member. I feel i’m entitled to email that involves any information in these two areas.

  Business response

  05/04/2022

  Dear Ms. ********,

   

  Please accept my apology for the difficulties you've encountered.  We enjoy connecting with our customers via email and are deeply sorry that we've not be able to correct this problem.

   

  As *****, from my office, has outlined to you, we believe we've identified the system problem and corrected it.  We'll know for sure when emails are sent again in a few weeks.  As agreed, ***** will reach out to you at that time to confirm that we've corrected the problem.

   

  Warmest Regards,

   

  *** ********

  Vice President, Care

  Customer response

  05/04/2022

  I I have[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:I have not received any email from them. only a phone call.
  
  Regards,
  
  **** ********

  Customer response

  05/04/2022

  I received an email from Hallmark and would like to say I am Satisfied with the results.
  Thanks, ****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hallmark.com I have nearly stopped using this site and using others in the same business. The site just has so many issues and many have been ongoing the last year or even two years and you just cannot blame COVID for technical issues. Attempting to look at your ORDERS, NEVER works. NEVER. I don't have time to wait for chat and getting a response email CS may or may not happen and it still does not resolve the issues of I want to see my orders and other information and I am not going to go back and forth on emails that can take hours or days and is a waste of anyones time. What would help? Fix the issue. The site apparently has various technical issues. Fix them.

  Business response

  03/11/2022

  Mr. ******, 

   

  Please accept my sincere apology for the difficulties you've experienced using Hallmark.com.  Your feedback will help us make changes to improve the website.

  ***, from my office, has been in contact with you via phone.  I hope he was able to address your concerns and that he was able to provide additional assistance with placing an order.

  Let me know if there is anything more I can do to help.

   

  Regards,

  *** ******** **** ********** **** *************************

  Customer response

  03/12/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  **** ******

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order # ************: Very bad online service. I ordered several greeting cards and ****** chocolate truffles candy. I never received the items. Hallmark generated a ***** label weeks ago and charged my credit card, however, the merchandise was never shipped. Twice I attempted to contact Hallmark via their chat line and I got an automated message that it was outside their business hours. REALLY??!! 2:00 pm EST in the afternoon? Both times the message asked if I wanted a Hallmark advocate to contact me. I responded with a yes. I never heard from Hallmark.

  Business response

  01/27/2022

  Mr. *****, my apologies for the difficulties you encountered.

  ***, from my office, contacted you to offer our apologies.  He will issue you a credit, with our apologies.

  Please let me know if there is anything else we can do to ensure we keep you as a Hallmark customer.

   

  Regards, 

  *** ********

  Vice President, Customer Care

  *************************

  Customer response

  01/28/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** *****

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on a CD from Hallmark card studios for 10 weeks now and they told me back on October 6 when they first told me they would send me a CD because my program did not work right by download on my computer and they told me it would be 10 days coming to me and it has now been seventy days and I have complained to them and every time they claim they will resend it but never have received a CD and I do want to file a complaint against this company I've asked them to send it overnight but they will not do anything but told me they would resend it and they did say the last time they would take it to management but nothing Has been done and that was over two weeks ago thanks for your help. Yours in CHRIST, **** *** ****** ******* *** ******** ****** **** ******* *** **********

  Business response

  12/16/2021

  Mr *******.

  We're sorry that you've encountered this difficulties.

  A new DVD has been shipped to you and a member of my team reached out to you to confirm this resolved your concerns.

  Please contact me directly if you have additional questions.

   

  Regards,

  *** ********

  Vice President, Customer Care

  *************************

*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. ↩