ComplaintsforHighlights for Children, Inc.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had no issues until my child was offered two free puzzle books and a tote bag if we sent in the response to a scratch off that she appeared to have "won." I filled out the return form and was sent two books. A few months later I was sent a bill saying it was overdue. I was scammed into accepting these as "free"and then expected to pay! If the company wants payment then ask up front THEN send the books. What a shame that a respected company that kids look forward to receiving magazines from would be so deceitful. I want my account closed and balance to be zero.

  

  Business response

  06/18/2024

  Hello ****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzle Buzz account. We strive to provide superior customer satisfaction to all of our customers.
  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on October 3, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which you would be charged $0.99 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order Puzzle Buzz Your account was successfully canceled and all charges have been removed. The final shipment mailed December 15, 2023. Please disregard any notices or mailings that you may have received and keep the items with our compliments. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********

  JC/jst

  Customer response

  06/20/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  06/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being charged multiple times a month for a product I haven't received and am unable to cancel.

  

  Business response

  06/03/2024

  Hello Ms. *******, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the billing of your account. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you. This sounds like you are enrolled in a book club. According to the club offer details, new shipments are processed and mailed approximately every three weeks until all available clubs shipments are sent, or the membership is canceled. We were unable to locate your account with the information previously provided so I personally sent a email to you regarding this matter.

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account #N/A
   JC/jst

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An automatic renewal that I never approved They could not provide me with any proof I did a renewal but charged my account 4 years after original subscription for only a year

  

  Business response

  05/30/2024

  Hello Mrs. ******, I have received a copy of your complaint to the Better Business Bureau.  I am sorry for any misunderstanding regarding the renewal of your Highlights subscription. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you. After reviewing our records, it shows that the charge is for the renewal of the Highlights magazine through continuous service. You should have received an email about 30 to 45 before the renewal processed, letting you know it would be expiring and would automatically renew on the card previously used for the subscription so that the child did not miss an issue.
  

  Your account was successfully canceled on May 28, 2024 and will expire on its own ending with the August 2024 issue. A refund for $39.96 has been submitted. Refunds take 3-5 business days to receive. Once again, I sincerely apologize for any inconvenience you may have experienced. Please feel free to contact us at [email protected] with any additional questions or concerns

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We keep getting bills from the ********** ****** **** when we have NEVER ordered anything from them. We have sent multiple letters, asking them to stop sending us books. Yet they continue to come. Today I received a bill asking me to pay for books that I never ordered and charging penalties because I did not use my own money to return books I never ordered. This is outrageous! They need to take us off of their list and zero out any balance associated with the account. The bill also says they have not received any correspondence from us, but that is not true. I have documented correspondence. I have excellent credit and no revolving debt. If this bogus charge hits my credit report, I am going to be livid!

  

  Business response

  05/23/2024

  Hello ***, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your ****** **** account. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.
  
  Our records show that we received a response to a promotional mailing for ****** **** and it was processed on November 28, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of ****** ****, for which you would be charged $6.95 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new ****** **** books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order ****** ****. Your account was successfully canceled and all charges have been removed. The final shipment mailed March 6, 2024. Please disregard any notices or mailings that you may have received and keep the items with our compliments. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

  Customer response

  05/23/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ****

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The last two christmases my neighbor has ordered my kids highlight/HighFive magazine, and they must have ordered my son a free puzzle and tote, which was fine, but unbeknowst to me it came with some kind of subscriptions. I started receiving a bill in the mail/ Email stating I had to pay past due balances on these puzzles. Highlights should not allow people to sign up for a free item shipped to your child and then charge me the parent. The invoice I received just now is for $37.38 and is from the collections department. Both my boys love the magazines. It is awful that this company would even send out misleading mailings to people which indicate an item is free and then send invoices to the parents. I should not have to pay for this subscription. I am going to ask my neighbor to discontinue the magazine subscription she gets each year.

  

  Business response

  05/14/2024

  Hello ******* Family, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzle Buzz account. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.
  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on August 24, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which you would be charged $0.99 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order Puzzle Buzz. Your account was successfully canceled and all charges have been removed. The final shipment mailed November 1, 2023. Please disregard any notices or mailings that you may have received and keep the items with our compliments. Your account is closed and balance is $0.00.

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  As part of the subscriptions, Highlights offers calendars and puzzle books, These were never received for both our girls. Customer Service was contacted. On Jan 26, 2024, Highlights customer service said the material would be sent, and should be expected in 2-3 weeks. Nothing was received. Contacted again, on March 1, 2024, they said material was mailed on Feb 12, and should be 2-3 weeks. Nothing has been received. Customer service does not respond to emails. We have been subscribers for several years. It is not like we are unknown to them. Highlights simply refuses to honor its obligations. Their customer service is poor.

  

  Business response

  03/15/2024

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

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  The bonus gift(s) included with renewals/new subscriptions vary from year to year and are not always the same. In the past we have sent your gift recipients: Hidden Pictures books, Calendars, and Posters. This year, the free bonus item included with each renewal order was a free Hidden Pictures booklet. The original mailing should have been included with the JAN24 issue mailed in December 2023. A reship was then submitted by an agent on January 26, 2024, which should have arrived by February 16, 2024. We have a few calendars left from other orders, and we’ll be sending each recipient one directly from our home office in Columbus, OH.

  Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  **** *******
  Director, Customer Contact Centers
  Account # *********
  ******

  Customer response

  03/23/2024

  This response from Highlights states something should have been received in February 2024. Nothing was received. After further complaint, on March 14, 2024, Highlights sent an email (attached) changing their story, stating replacement was shipped on Feb 13, with expected arrival by March 26. Today is March 23 and still waiting. If the bonus has changed from the usual calendar, etc. of previous years, Highlights needs to state exactly what title(s) are to be expected, so we can understand the Highlights obligation is being fulfilled. 

   Regards,
  
  ******* *****

  

  Business response

  03/26/2024

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

  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  The reshipped bonus gift submitted by an agent on January 26th, should have arrived by February 16th (2-3 weeks from the submission date). As of today, nothing has been returned from the postal service so we’re not sure why it wasn’t received. As mentioned before, we’ve reshipped some calendars from our home office. Those were mailed out on March 19th and should arrive shortly. Your subscriptions are enrolled into continuous service. For these customers (ones enrolled into continuous service) we include a list any applicable bonus gift(s) in the automatic renewal email sent 30-45 days prior to expiring.  

  The agent involved with your email from 3/1 will be coached on their response. We’ve added 2 complimentary issues to the subscription terms for the trouble- now expiring with the FEB25 issue. Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  **** *******
  Director, Customer Contact Centers
  Account # *********
  

  Customer response

  03/29/2024

  I accept the business's response to resolve this complaint. However, Highlights hardly met their guarantee of 100% customer satisfaction. Material was received on March 25th, This was a full two months after initial complaints were made, as indicated by Highlights own responses. Highlights provided ever-changing stories on material delivery. They appear to blame the post office twice for failure to deliver. Once perhaps, but not twice. Highlights needs to take a serious look into the performance of both their material delivery process and customer service. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2017 I ordered a one year subscription to the magazine as a gift to a grandchild. Late 2023, his father told us, that they were still receiving the magazine, no one was looking at it and it went to the garbage. That lead us to a search through old credit card statements. I called Highlights in Feb 2024, was able to get a refund of the 2023 charge (39.96) and was informed that they could not refund further even after requesting a paper check. They charged our credit card without authorization for the years of 2018 - 2022 and refuse to return to us the unauthorized payments. I believe that unauthorized charges to a persons credit card are illegal. I was told that the error was mine for not telling them to stop. My viewpoint is that the charges were not authorized to begin with. I'm currently in Mexico so am unable to search previous years statements for the exact amount owed. The 6/6/2022 charge to my account is $$41.99 and the $200.00 I'm requesting is a rounded amount based on 5 years of unauthorized payments. Thank you.

  

  Business response

  03/11/2024

  ***** ******* 

  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  We’re sorry for any concerns. Our magazine subscriptions have continuous service. When placing an order this information is provided. At the time of check out, it also states that you would be automatically renewed. It also explains that you are free to discontinue any further automatic charges by contacting customer service. An email notification is automatically sent to the email address on file about 30-45 days prior to each expiration date, alerting customers of the upcoming order/charge. As we have no record of receiving a cancellation request or any updates to the account, we continued with the renewal order in accordance with the details provided.

  While we appreciate you being a Highlights customer, we are unable to grant your entire refund request. Our records show that the magazines were being mailed each month in good faith and were not returned by the post office. We would be happy to honor a refund for the for the last 3 renewals (including the 1 we’ve already credited) but would be unable to process a refund beyond that point.  

  Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  **** *******
  Director, Customer Contact Centers
  Account # *********
  

  Customer response

  03/12/2024

  I accept the business's response to resolve this complaint.  I look forward to receiving the additional refund for 2 more years.
  
  Regards,
  
  ***** ******

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business has been told via email and their website/my account to remove my information and no more auto renewal. I never signed up for auto renewal. I then went to their website and clicked on everything to be removed from any futher communication via mail, phone or email. I continued to receive things in my email and my mailbox from this company. Today while at work, I received a phone call trying to sell me stuff from a weird number with caller ID saying HealthCare, only reason I answered it. It was a spoofed phone number. ###-###-####. I advised the caller to remove me from all lists but she said she couldn't. I want no more communication from this business who obviously is violating the Do Not Call law as I have asked them to remove me from all lists and communications. I no longer have a business relationship with them. The few orders I got were for my grandson in Pennsylvania. He doesn't even like these I was told by my son.

  

  Business response

  02/29/2024

  February 29, 2024

  
  ****** ******: 

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  
  Our records show that the representative removed you from all contact on February 26, 2024. The current processing time for mailings to completely stop is up to 90 days. You can expect to stop receiving any phone calls within 30 days from that date. We would love to also speak with you directly regarding the caller ID issue, as “HEALTHCARE” shouldn’t be connected to any of our Telesales calls. Please send us an email with a screenshot/photo showing the caller ID with the phone number connected and we’d be happy to send that over for review.

  
  Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  **** *******
  Director, Customer Contact Centers
  Account # *********
  JC/sre

  Customer response

  03/01/2024

  [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 accept the business's response to resolve this complaint. Today, I received via email my rights as a California resident and a CCPA response all my info will be deleted.
  
  Regards,
  
  ****** ******

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I began receiving billings for a subscription to Highlights and sent back a request to cancel this order because we didn't order any subscriptions. This subscription was created without my consent. I then tried to call to cancel and never reached anyone. I keep getting invoices for the magazine to my home and email. I just want to stop getting invoices for this subscription we never opted into.

  

  Business response

  02/20/2024

  Hello ******, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your ****** **** account. We strive to provide superior customer satisfaction to all of our customers.
  
  Our records show that we received a response to a promotional mailing for ****** **** and it was processed on August 24, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of ****** ****, for which you would be charged $0.99 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new ****** **** books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order ****** ****. Your account was successfully canceled and all charges have been removed. The final shipment mailed November 1, 2023. Please disregard any notices or mailings that you may have received and keep the items with our compliments. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had no issues until my child was offered two free puzzle books and a tote bag if we sent in the response to a scratch off that she apppeared to have "won." I filled out the return form and was sent two books. A few months later I was sent a bill saying it was overdue. I was scammed into accepting these as "free"and then expected to pay! If the company wants payment then ask up front THEN send the books. What a shame that a respected company that kids look forward to receiving magazines from would be so deceitful. I want my account closed and balance to be zero.

  

  Business response

  02/02/2024

  February 2, 2024

  
  ******* *****: 
  

  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on September 15, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which you would be charged $6.95 plus a nominal shipping and handling charge. A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the puzzle books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.90, plus shipping and handling. 

  
  As we have no record of receiving a cancellation request, we continued to send shipments in good faith in accordance with the details of the promotion. It is clear from the information you sent to the BBB that you never intended to order Puzzle Buzz. Your account has been successfully canceled and cleared effective February 2, 2024. Please disregard any invoices or mailings that you may have received and keep the items with our compliments.
  
  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  Thank you,
  
  **** *******
  Director, Customer Contact Centers
  Account # *********
  JC/sre

  Customer response

  02/13/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

*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. ↩