ComplaintsforTrans World Entertainment Corporation

• Initial Complaint

  12/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased something from my local FYE store with my debit card 7 months ago. The employee, without my consent or knowledge, signed me up using my card information for their backstage pass VIP program. I did not notice this until this month, when I was checking my bank statements. Since the day I visited the store, I have been billed $11.99 monthly for a total of $83.93. I never signed any contract, and I was never informed of this by the employee. I contacted FYE’s customer support and they would not give me a refund. Just cancelling the subscription alone was painful as the representative kept trying to beg me to reconsider and had to ask me for tons of irrelevant information to pull up my account that I didn’t even know existed.

  Business response

  01/17/2023

  At the time of purchase customer paying with a credit card are offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  The membership ******* ******, was signed up for in one of our stores on December 10th, 2021.  The membership was cancelled over the phone with the customer on December 29th, 2022. Then, an email was received from the customer/member on December 30th, 2022 and seven credits were issued for $11.99 back to the customers account.  As of January 17th, 2023, five remaining credits of $11.99 have been issued back to the customer.  The member had been billed twelve times, and a full refund has now been processed. Thank you for allowing us to respond to this concern. 

  Customer response

  01/19/2023

  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. I would like it noted, however, that this mentioned pamphlet was never given to me, nor was any information about the subscription service at all.   Regards,  ******* ******

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order #******** on Nov. 30th for a X-mas gift. Order was shipped out on Nov. 5th. Tracking History was never updated thru ***** until Dec. 20th. I contacted *** Customer Service thru Email since they don't supply a phone number (strange!) and told Nick on 12/15 that I still haven't gotten my order (8 business days since it shipped). I was told by him give it 5 more days (20th) and if it's not then *** will reship in time for Xmas delivery. Emailed *** back on the 20th and stated that it i still haven't gotten it. Now I see that the tracking info updated on ***** website and it shows that the package was damaged by ***** on the 11th and I called them and they said they contacted *** to let them know it was damaged....So why didn't this get reshipped on the 12th????? This time I've dealt with Rachel (unhelpful and not caring or never offer an apology). I told her that i need this for a X-mas gift and please reship ASAP. She gave me the run around....finally after 10 emails she reshipped on the 28th....4 days after X-mas...and she knew from the emails for weeks that I needed it. I also mention that the price has since gone down from $29.00 to $9.00 and since I never received it I should get a refund for the difference.....but she refused and said she can't (which she really could have). I would like a refund for either the $20.00 difference or since it's been exactly a month now since I ordered I would like a full refund since I still don't have it! I might just contact my Credit Card company and do a chargeback since I feel this is fraud now! Bad way to treat customers! ***** said that the company could do a claim for the shipment and get a refund....So why can't I get one too that this point?

  Business response

  02/21/2023

  see attached.  Transcribed below: Re: ****** *****  File #: ********  To Whom It May Concern:  We are not informed by ****** of any destroys. When we were, we would have had to process a new order, or refund. The customer was refunded on 1/12/2023 after returning the other order.  Thank you for allowing us to respond to this concern.  Sincerely,  Kristen G*******  Customer Care Agent  Trans World Entertainment  ** ********* ******  Albany, New York 12203  Phone* ***** ******** x. **** Fax* ***** ******** 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I visited the Maplewood store (1397) on 12/26/22 at 12:55 PM and purchased two items. The cashier at store asked if I would like to sign up for a free loyalty membership that helps you earn points while purchasing store items. I asked if it was completely free and Drey (******) said it was. I immediately get an email saying I signed up for a free trial that charges monthly after the trial expires. I immediately canceled it. Just today I got an email saying that I was charged for a magazine subscription with *** membership. I had to get that canceled too. Apparently *** shares your information with affiliated companies without your knowledge including your charge card you use to purchase items in the store. Completely predatory!

  Business response

  01/17/2023

  At the time of purchase customer paying with a credit card are offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  The membership for ****** *****, was signed up for in one of our stores on December 12th, 2022.  The member was still in the trial period when the membership was cancelled on December 28th, 2022 via an email contact from the customer.  No charges for the membership occurred, so there is no refund due.  Thank you for allowing us to respond to this concern. 

  Customer response

  01/18/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The cashier didn't hand me the paperwork until after i signed for my purchased merchandise and never informed me the membership was subscription pay per month nor was I informed that my personal information would be shared with other businesses that would use my payment information to enroll me in 9ther subscriptions such as mags.com. This company has failed to take accountability for their dishonest practices.  ****** *****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While checking out, I was offered to sign up for a *** Rewards program that allowed me to collect points from purchases as well as discounts on other items. I gave my basic information; name, DOB, and address. I received multiple notifications from my bank that "*** VIP" has attempted to charge me $11.99. I did not give my credit card (aside from to pay for my initial item), nor was I told that this VIP program costed any money. I have read reviews online of this happening to other people. When I called, they say they are unable to locate my account to cancel. They are repeatedly trying to charge my card.

  Business response

  01/17/2023

  At the time of purchase customer paying with a credit card are offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  The membership ****** ********* was signed up for in one of our stores on November 11th, 2022.  Via phone call, the member cancelled the membership on December 19th, 2022.  A refund of $11.99 was successfully returned to the customer's account. Thank you for allowing us to respond to this concern. 

  Customer response

  01/17/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company did not provide me with a pamphlet, nor any contact information. I had to call the store to manually look up my account, because the information in my account was not entered correctly. They indicated this membership was FREE. The response from the company is not accurate or honest. No refund was issued, as my bank blocked the payment before it processed in the first place.      Regards,  ****** *********

• Initial Complaint

  11/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a few items and the employee told me they had a rewards program. I asked if it cost any money and he said No. I agreed to sign up. It was after I gave him all of that information and my purchase was complete that he told me it was "free for 3 months" after which the price increased to $12/mth. This upset me, but I figured I would just cancel when I got home. Fast forward 3 days and I have a notice of a magazine subscription that I DEFINITELY did not sign up for or agree to and a charge pending on my credit card. I see the business' responses that they gave the terms and conditions upon sign up of the program. They did not. They gave me the information, including that I would be charged, AFTER I had purchased my items and signed up. This is a slimy and disgusting business practice. They should be upfront about this information and not be SELLING USER INFORMATION.

  Business response

  12/09/2022

  The customers receipt states the information regarding the promotion.  There is also a pamphlet for the promotion which explains all the terms and conditions of the promotion.  The customer is given this at the time of purchased.  There is a phone number on the pamphlet that allows them to cancel via phone.  They also receive a post card in the mail after the free subscription time has ended letting them know to call in for the cancellation or that they will start a subscription.  If the customer needed assistance getting their order cancelled they could have contacted our store customer service and we would have been able to assist them.  We located orders for **** ******* ******** that was cancelled. The customer was not charged.  Please note that is he publisher was actively fulfilling the order the customer may expect to see one to two issues, which the customer may keep with compliments. Also, at the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  Our team was able to find the membership for the customer.  Ms. ******* started the membership on 11/25/2022 and it was later cancelled on 11/29/2022. We did not charge the customer for the membership as they were still in the trial period. Thank you for giving me the opportunity to respond in this matter.   

  Customer response

  12/12/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was able to delete my account, but the reason for the complaint is that they are doing shady business dealings. I was not given a pamphlet until I was already signed up. I was never offered and did not have “the receipt with the membership information” until, again, after I was signed up. I think this is something the BBB should know. Especially, as I see many similar complaints online and on the BBB itself with a similar canned response. I don’t think there is anything to be done on my account, but I also do not agree with the businesses reply.    Regards, ****** *******

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2020 I was pressured by a cashier to sign up for this idiotic backstage/VIP pass stuff. I let it go about a year, then called to cancel early 2021. They said they cancelled it, and I naively believed it was done. Turns out they NEVER cancelled it, they cancelled a PORTION of it instead of the entire thing as I had REQUESTED. I've paid about $300 a year for a service I never needed, wanted, or used. I'd take that $150 the first year on the chin because it was on me for being too shy to decline or call to cancel. But that last $150 was charged AFTER I cancelled the service. Disgusting. I called today, 11-6-2022, and they yet again claim to have cancelled the service. But they did not refund the money charged after I previously called to cancel. They just assured me there would be no future charges. Disgusting behavior, and I strongly discourage anybody from letting them have your payment info on file. I want my money back, and I want them to be held accountable for their scummy practice.

  Business response

  12/09/2022

  To Whom It May Concern:At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  ***** ******* enrolled in our membership on 12/20/2020. The member cancelled via phone call on 11/16/2022.  At that time ,no credits were issued and our records show this to be the first time the customer has contacted to cancel.  As of 11/18/2022 a refund for twelve months totaling $143.88 has been issued.Thank you for allowing us to respond.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After feeling like I’ve been left unheard, unresolved, and outright scammed by this buisness, I placed an order on October 22 2021 for a preorder ***** Pop Album: ** ******** *******, paid that day to ensure I’d get one once released. Here it is coming up on a year since I placed my order and every single month they move the expected delivery date back a month, when I email inquiring about what the hold up is and they basically said you can keep waiting with no actual estimated arrival date, or cancel your order, I feel like this is so beyond unacceptable because not only has this prevented me from giving it to the person it was ordered for on there birthday in 2021 but here I am coming up on a 1 year anniversary of ordering something and have still as vague of an idea of when my will actually ship out and be fulfilled at all, and I feel like it’s almost a scam, they collected orders or to Many orders or whatever happened that lead to false promises of delivery dates, and why would they care or be in a hurry to get me my item…. They already have my and other peoples money so they are in no rush apparently, and furthermore cancelling my order let’s them off the hook and lessons there responsibility as a online retailer to fulfill orders and provide adequate customer service and overall customer service, at this point i just want my item, and I feel like I got taken by them and hoping the BBB can help make FYE Hold themselves accountable thank you Order number #******** Email for order: [email protected] Order name:******* ******

  Business response

  10/25/2022

  The item the customer ordered is a ***** brand item.  ***** has delayed the release of the ***** Pop! Albums: ** ******** ******* from the order. The new release date is October 27th, 2022 (subject to change). The customer will receive an email when the order does ship. The customer can also contact us to cancel the order if they'd like to.  Release dates for this product are subject to change at the sole discretion of *****.  Please let us know if you have further questions. 
  
  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancel my subscription in January for the VIP backstage Pass and I keep receiving the recurring monthly charge after emailing them in May as well. I called the magazine company today directly as per instructions from the email and was told that my account was indeed inactive. I called FYE back and they told me they could only refund me up to the last four months of my subscription when I canceled long before that.

  Business response

  09/07/2022

  To Whom It May Concern:At the time of purchase customer paying with a credit card are offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  The membership for **** ****, was signed up for in one of our stores on 10/24/2021.  The membership is now cancelled, cancellation completed on 8/27/2022.  The member will be refunded four payments of $11.99 from 8/27/2022 and should be reflected in the members next few billing cycles; cancellation # **********.The customers receipt states the information regarding the promotion.  There is also a pamphlet for the promotion which explains all the terms and conditions of the promotion.  If the customer needed assistance getting their order cancelled they could have contacted our store customer service and we would have been able to assist them.  We located orders for ****, ****** and ******* ***** that placed on 10/24/2021. The subscriptions were previously cancelled on 2/1/2022.  At the time $4.09 was refunded for ******* ***** and $4.09 for ****.  On 9/2/2022 there was a $11.00 refund completed, as it was not previously refunded.  The adjustment will post to the customers credit card within three business days. Thank you for allowing us to respond.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was signed up for a recurring membership without my knowledge or consent. I have been charged once a month over a period of 6 months for this membership and only just realized that I was being charged. The employee who signed me up for the membership only announced it as a “free” one time discount and even stated that I would not be charged.

  Business response

  07/26/2022

  At the time of purchase customer paying with a credit card are offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  The membership # ******** for **** *****, was signed up for in one of our stores on January 10th, 2022.  The membership is now cancelled, cancellation completed on July 11th, 2022.  The member will be refunded in full, $11.99 and should be reflected in the members next few billing cycles; cancellation # **********.

  Customer response

  07/26/2022

  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

  07/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My daughter, **** *********, 17 years old signed up for a Backstage Pass membership through FYE using my debit card. She is underage and this should be illegal. I was charged twice for this $11.99 each time. The first charge was a few months later and I called to cancel the service May 2022. The customer service rep told me the fee was nonrefundable but that I would no longer be charged. July 2022 I was charged again. I called customer service again and was told I would not be refunded but that I would not be charged again. I was also told I could not get anything in writing confirming the cancellation and was given a Reference Number ***********

  Business response

  07/11/2022

  To Whom It May Concern:
  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone. 
  The membership (#********) was cancelled on 7/1/2022.  The cancellation number is ***********  The customer/member was refunded four credits of $11.99 which was processed on 7/1/2022 and will be reflected in the next 1-2 billing cycles.
  Thank you for allowing us to respond to this concern.

  Customer response

  07/13/2022

  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,
  ****** ****
  
  
  
  
  

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