Business Profile

Magazine Publishers

Highlights for Children, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Highlights for Children, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

173 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/28/2024
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.
I have never ordered anything from Highlights in my life. My mother in law ordered a subscription years ago. Recently I received a notice to pay for something I did not order and have no record of receiving. I also just received an interest penalty. I thought this was a scam, but am learning it is not and learning that this is apparently a way that the company preys on people. I don't want any further contact from this business, especially if this is what they do to people. I don't even need the subscription my MIL got my children. I want them to cease any and all harassment for payment for something not ordered or received.
Business Response
Date: 08/29/2024
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 March 15, 2024. 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 $13.95, 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 May 17, 2024. 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 # *********
JC/jst
Customer Answer
Date: 09/04/2024
[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
Date:07/18/2024
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 Paid $39.96 to start highlights - never got!
phone ************ start in June. never did
Business Response
Date: 07/22/2024
Hello Ms. **********, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding delivery of your Highlights subscription. We strive to provide superior customer satisfaction to all of our customers.
Our records show that the first issue of Highlights should have arrived within 4-6 weeks from the date the order was placed starting with the July 2024 issue and nothing has been returned as undeliverable. I tried contacting you by phone to assist regarding your missed issues and left a voicemail. Please give us a call and we will be happy to assist further.
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, J*** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 04/03/2025
BBB transcribed from handwritten note received via US Mail:
Dear all,
My grandbaby has not recieved any highlights for Children. this was to begin in June we are almost into August. Please I am of low means and paid for this in full. I did not have a phone for two weeks. Now I don't see well so I can't drive. I paid in full. I want my baby to get what I paid for.
Thank you
*** **********
Business Response
Date: 04/03/2025
Hello ***, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the delivery of your Highlights subscription. We strive to provide superior customer satisfaction to all of our customers. Our records show that the ****************** issue of Highlights should have arrived within 4-6 weeks from order date starting with the July 2024 issue and nothing has been returned as undeliverable. On July 31, 2024 a replacement for the first issue and bonus gift was mailed, which should have arrived within a couple of weeks of mail date and monthly issues should arrive anytime by the 27th of each month. We will be more than happy to assist further with your concern, please feel free to call us toll-free at **************, Monday through Friday, 8:30 AM - 6 PM, EST.
Once again, I apologize for any inconvenience you may have experience.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Initial Complaint
Date:07/15/2024
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 purchased two gift subscriptions for HiGHLIGHTs magazines for my grandsons in *****. we’ve had the subscription for about seven months and recently they started sending books along with the highlights magazines. My daughter then received a bill for $40 because she didn’t return the books. She was not notified that these books were not free nor did we sign up to receive them. I feel like this is a total scam and from the other complaints I see it’s happening to other people as well. After this is rectified I’m going to cancel my subscriptions. It’s sad because my grandsons really enjoyed receiving the magazines but I find it very shady they would do this to kids
Business Response
Date: 07/17/2024
Hello *****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the 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 March 27, 2024. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which buyer 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 buyer (Alexa) is 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 the buyer never intended to order Puzzle Buzz. Please have the buyer contact us regarding their account and we will be happy to assist further.
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
Date:06/15/2024
Type:Sales and Advertising 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 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
Date: 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 Answer
Date: 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
Date:06/01/2024
Type:Customer Service 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 am being charged multiple times a month for a product I haven't received and am unable to cancel.
Business Response
Date: 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
Date:05/28/2024
Type:Service or Repair 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.
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
Date: 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
Date:05/22/2024
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.
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
Date: 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 Answer
Date: 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
Date:05/14/2024
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.
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
Date: 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
Date:03/14/2024
Type:Delivery 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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/08/2024
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.
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
Date: 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 Answer
Date: 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,

***** ******

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Highlights for Children, Inc. is NOT a BBB Accredited Business.