ComplaintsforHallmark Cards, Inc.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service 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. BELOW IS JUST ONE OF EMAILS THEY SENT AND I SENT BUT NEVER A CD WAS DELIVERED. IT IS THE 2020 HALLMARK CARD STUDIOS CD THAT I WANT SENT TO ME AS WAS PROMISED OVER AND OVER AGAIN BUT NEVER RECEIVED IT. SCREENSHOT BELOW.

  Business response

  12/15/2021

  Mr. *******,

  Our apologies for the difficulties you've experienced.  We generally see great results with our partner, *********.  However, in this case, we've failed.

  My team has been in contact with ********* and you to expedite a 2020 version to you.  I hope this remedies the problem and restores your faith in our brand.

  Should you need further assistance, don't hesitate to contact me.

  Regards,

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased items from Hallmark that I just received. One of the items came damaged and the other three I no longer want. I have been trying over a week to reach someone via phone chat, and email about requesting a return of the items but I am having no success.

  Business response

  12/07/2021

  Ms. ****,

   

  My apologies for the difficulties you've encountered.  I'm sorry that you weren't pleased with your order and particularly sorry that my team wasn't available to assist you.

  We've refunded the charges to your credit card, and you do not need to return the items in question.

  In addition, later today ***, from my office, will contact you to offer his personal apology.

   

  Warmest Regards,

  *** ********

  Vice President, Customer Care

  Hallmark

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a set of holiday cards online. ORDER NUMBER ************. I do not like the quality. The website says free returns/shipping. I have tried 4 times to reach them to obtain a free shipping return label. They have a website portal where you set up a "claim" and someone is supposed to get back to you. No one does. They have a "chat with an agent" format on website... I waited TWO (2) HOURS watching a countdown until I was #1 in line, only to get a message that said "no agents are available, close chat." I finally sent an email and have not yet received a reply. I feel this is systemic fraudulent behavior, designed to discourage returns. I would like a refund to my ****** account (which was used to make the purchase) and an apology. I will never buy another Hallmark card in my lifetime.

  Business response

  12/07/2021

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

   

  My apologies for the difficulties you encountered trying to return your order.

  We take great pride in our ability to provide an effortless customer experience.  Unfortunately, we've failed you.

  ***, from my team, will be in contact with you today to outline a remedy to the difficulties you experienced.

  If our remedy is not acceptable, please let me know.

  Warmest Regards,

  *** ********

  Vice President, Customer Care

  Hallmark

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

   

   

  Customer response

  12/08/2021

  [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

  12/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Yes, On 11/22/21, I placed an order with Hallmark, order #************ A few days later I receive notification that my order had been shipped. However I've never received the order, and there's no verifiable record of my order ever being shipped at all. Not only am I not getting my order, a phone call to customer service tell me that a refund request will take 7 to 10 days, so they can maximize the amount of interest they make before returning the money they stole. That is unacceptable and illegal.

  Business response

  12/06/2021

  Mr. *******,

  Please accept my sincere apology for the difficulties you've encountered.

  We take great pride in creating effortless customer experiences, in this case we failed.

  While we don't have tracking information for the order so I'm not able to provide the requested information, we have issued you a full refund.

  A member of my team will be in contact with you with additional details.

   

  Warmest Regards,

  *** ********

  Vice President, Customer Care

  Customer response

  12/07/2021

  [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

  11/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am a Hallmark Platinum VIP member (#************). I had received numerous mailings regarding the Hallmark “VIP Holiday Open House with the Holiday VIP Gift” event. This event was to take place from November 12 to November 21, 2021. The mailings were reminders of the free Holiday VIP Gift for a purchase of $75 or more for VIP Hallmark members. Today, November 20, 2021, I went to my local Hallmark store and spent $97.95 (tax not included). When I asked about the free VIP gift and presented a recent postcard advertising the gift event, I was told by the owner (***** & **** Hallmark Shop in ******* ****** **) that they were giving out a rain check because of a delay in gifts and that there were NO more rain checks available. He had given out all the allotted rain checks the first day of the event. This is totally not right! Yes, I see that there was a term of condition stating that “limited supplies,” but how can there be an advertisement for a 2 week event and the offer was gone in 1 day? There should have been something in the advertisement that was sent to me stating that there was a specific limited number of 100, 200, etc... of Holiday VIP gifts available. This totally false advertising. In the past, Hallmark has had this event for one weekend. You come to the store, make your purchase and you were given a free Holiday VIP bag. There was never an issue of the gift running out. It was stated specifically in the advertising and you knew that, that specific weekend you needed to shop. Now, I have ten days to shop and spend over $75 and not receive the Holiday VIP gift. THAT IS FALSE ADVERTISING!!! If Hallmark was going to extend their event from one weekend to ten days, then there should be more than 100 or 200 VIP gifts available. I spoke to Hallmark representatives (*****) and to a supervisor (******) and voiced my concern. Both were unable to help me. There was no one else available to speak with me. I was told that nothing could be done.

  Business response

  11/22/2021

  Ms. ******,

   

  Our sincere apologies for the frustration you experienced.  We take great pride providing effortless experiences however we failed in your case.  

  A member of my team has left you a voicemail indicating we will send you the requested tote.  And, we've advised the store to order a larger quantity of totes for future events.

  Warmest Regards,

   

  *** ********

  Vice President, Care

  Customer response

  11/23/2021

  [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

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order online thru Hallmark.com Order number: ************ Order date: Mon 10/25 Order received smashed. After on hold twice for 45 min each (RIDICULOUS) and chatting online I finally tracked down shipping location in MO....they ship for corporate and take no responsibility. It all HAS to go thru **************. What a CROCK. I was on hold 45 min AGAIN and after a lengthy, detail conversation she ASSURED me I'd get an email and **** credit....she couldn't stay on line. That was 4 days ago....I'm back in Hallmark purgatory. Next time I WON'T support small biz and just go thru ****** and give more to *****. I want my TIME back. I want a refund AND a store credit as well! My time is valuable....I'm into over 3 hours on this return....and eventhough I make $65 an hour, I'll take whatever they'll give....I'm sure they can't pay me for my hourly wage. I'm ticked! NEVER AGAIN HALLMARK

  Business response

  11/10/2021

  Ms. ******, please accept our sincere apology for the particularly poor experience you've had with Hallmark. 

  Not only was your product not delivered properly, we failed to be available to fix this promptly for you.  For both errors, we are notably sorry.

  A credit was issued to your credit card, yesterday.  Today, a member of my team, ***, will reach out to you vi a phone to offer you our personal apology.  Additionally, he will extend to you a good-will gesture with the hope that you'll purchase from us again in the future.

  We realize this is not the experience you've come to expect from our brand and we ask that you give us another chance to make this right.

   

  Warmest Regards,

  *** ********

  Vice President, Customer Care

  Hallmark

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

*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. ↩