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Business Profile

Magazine Publishers

Highlights for Children, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Magazine Publishers.

Complaints

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

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Highlights for Children, Inc. has 17 locations, listed below.

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    Customer Complaints Summary

    • 172 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/29/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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

      Date:02/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:01/31/2024

      Type:Billing Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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,

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

    • Initial Complaint

      Date:01/18/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Someone must have ordered my son a free puzzle, which was fine, but apparently it came with a subscription of some sort. I started receiving a bill in the mail stating because I didn't mail back the puzzles that were mailed to my son, I had to pay. This is absurd. Do not allow people to sign up for a free item shipped to your child and then charge the child and/or parent. The invoice I received just now includes 2 puzzles, shipping and handling, tax and a late fee and is from the 'collections supervisor'. My child loves the magazines. It is a shame that this company would even send out misleading mailings to people which indicate an item is free and then charge the homeowner. 'Account number' *********.

      Business Response

      Date: 01/19/2024

      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. 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 August 22, 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.  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. 

      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: 01/19/2024

      [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:01/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 ordered a magazine subscription from Highlights magazine a few years ago for my niece. I renewed it a single time and then decided to cancel it after learning my niece was not reading them. I have made dozens of phone calls to the company at their only available phone number to attempt to cancel this subscription. Each time I call I am placed on hold and am never able to get to an employee. I've tried emailing the company, both at their generic email as well as the automated emails I get but have never received a reply. I have been receiving collection mail from Highlights, but again, when I try to call or email I cannot get thru to anyone. They do not have the option to cancel a subscription in any other way but a phone call. I finally resorted to sending physical mail to the company twice to no avail. I receive collection notices frequently via mail and email. The notice I received today stated my account will be turned over to collections and reported to credit reporting agencies if I do not pay. As I am typing this, I have been on hold with with them for over 20 minutes. Highlights has left me no choice but to file a formal complaint as they have not offered a reasonable way to cancel a subscription and I have been desperately trying to cancel this for almost two years. My niece has never received a magazine subscription that I have not paid for.

      Business Response

      Date: 01/11/2024

      January 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 inconvenience. At times we may experience a higher volume of calls and emails. During this period the response times are longer than usual, but we work our way through each contact as soon as we can. For our customers convenience, we offer multiple ways to cancel subscriptions (phone, email, live chat, and self-service thought the online account portal). Our available phone numbers, live chat feature and email form can also be found under the “Customer Support” option listed on our website.

      It is clear from the information you sent to the BBB that you never intended to continue with the magazines. I've canceled and cleared your account effective today, 1/11/2024. Highlights contracts with agencies to collect on accounts that are past due. However, your credit rating will not be impacted. Please disregard any invoice/notification.  

      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.

      Jeff Cundiff
      Director, Customer Contact Centers
      Account # *********
      ******

    • Initial Complaint

      Date:12/31/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      They falsely combined my account with another person and refuse to fully correct the problem. They are giving me the run around and not fully reading my emails or responding. I feel it is a huge safety issue.

      Business Response

      Date: 01/05/2024

      January 5, 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.


      At Highlights, we take our responsibility for the safety of the buyer and children who use our products very seriously! After reading through the email communications provided by you, we’ve spoken to the individuals involved. We would love to also speak with you directly to ensure this account is properly fixed. So far, we’ve attempted to contact you via phone, but was unable to reach you. We’ll also be sending an email shortly to see if that method is better.


      Once again, I sincerely apologize for any inconvenience you may have experienced and please know we’ll be working to get this resolved as quickly as possible! 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
      JC/sre

    • Initial Complaint

      Date:11/27/2023

      Type:Billing Issues
      Status:
      Resolved
      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 never requested they auto renew my subscription. This was done without my consent. I then tried to call multiple times to cancel. I sat on hold for 10-20 minutes each time and never reached anyone. I sent 2 emails to them to try to cancel. No response. Yet I keep getting invoices for the magazine to my home and email. I told them repeatedly—I just want to cancel.

      Business Response

      Date: 11/28/2023

      Hello Ms. ***, 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. Customer service is of the utmost importance to us, and it is our goal to provide the best products and service to our customers. 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 November 28, 2022 with all charges removed so please disregard any notice for payment. 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, Jeff C******

      Customer Answer

      Date: 11/30/2023

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

      ******** ***

    • Initial Complaint

      Date:11/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Began recieving billings for this 4 months ago and sent back a request to cancel this order because we didn't order any subscriptions. We do not have any idea who this person, ****** ****** is and we definitely didn't order this for this person. I received no response to my request to cancel and remove this order and have continued to receive regular notices of amounts due. All, I am asking for is that the company remove this and to stop sending any notices for amounts due.

      Business Response

      Date: 11/28/2023

      Hello Ms. *****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding a recent invoice received. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

      Our records show we received a mail in response to our special holiday offer on September 22, 2023 which is scheduled to arrive in December beginning with the January 2024 issue.

      It is clear from the information you sent to the BBB that you never intended to order Highlights Hello magazine. Your account was successfully canceled and all charges have been removed. Please disregard any notices or mailings that you may have receive. 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 # *********

       

      Customer Answer

      Date: 11/30/2023

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

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

    • Initial Complaint

      Date:11/20/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      A now decest family member purchased this for my son. Since her death I was given a magazine and told Iif I didn't return it they would make me pay for it. I returned it. I have subsequently been given bills and more magazines I do not want. I have sent a letter stating this also yet I am being mailed bills. I do not want their magazine or there unsubstantiated bills.

      Business Response

      Date: 11/22/2023

      Hello Mr. *******, 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 31, 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 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 October 5, 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, Jeff C******
       

      Customer Answer

      Date: 11/22/2023

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

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

    • Initial Complaint

      Date:11/06/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      Started the highlights subscription and had no issues until my son was offered two free puzzle books and a tote bag if we sent in two upcs and shipping and handling, we were then sent bills for $18 and saying it was overdue. Both received the same day! I looked it up and it’s a total scam. I want my account closed and balance to be zero. How has the BBB not closed down this notorious scam

      Business Response

      Date: 11/06/2023

      Hello Mr. ****, 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 August 31, 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 October 5, 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 # *********
        

      Customer Answer

      Date: 11/07/2023

      I accept the business's response to resolve this complaint.

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

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