ComplaintsforHorror Hound
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hi, I have NOT received: (1) a HorrorHound “paw print hat” I ordered; (2) My magazine subscription, and (3) They never responded to any of my emails, chats, and their posted phone number is to a voice mail from an Internet business. I cannot login (access) to MY HorrorHound Account, nor will it send me an email about a new password. I have had a subscription with them on and off over the years and have lived at the same address for decades. ****I have no issues with my mail! ****I have no issues with my email and have checked all of my junk folders. Again, I have had this address and email for decades (I’m an old man), but I am a retired Detective (not a bad one/guy, I think) and know how to use my technology. I am a loyal customer to HorrorHound, but unfortunately, I have had spotty issues with them over the years. Thank-you BBB!Initial Complaint
02/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I paid for a $54 subscription on 11/19/23 and have not received any magazine issues. It is 2/11/24. I am wondering if this business fulfills paid subscriptions? If they do not, I would like my money returned to me. I see I am not the first customer that has not received what they paid for. Note to business: please do not blame this issue on the USPS, nor state that I did not wait long enough for you to respond to the email I sent to [email protected] (which has never been answered.) As another person has already wrote on the BBB to you: please just mail your magazines out to the horror fans and do not be angry that we ask you to do so.Initial Complaint
08/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I purchased a 2 year subscription in 10/2021 along with a back issue. I received the back issue, no issues. I reached out in 03/2022 after not receiving any of my subscription issues. They said they sent me an issue. Nope. They didn’t. They then wanted to verify my mailing address. I verified, the same address that is on my order receipt. The same address I’ve been at for almost six years. The same address they sent the back issue to. They indicated that was the problem, they had an old address that I lived at almost six years ago. How? The order had my current address on it, as indicated in my receipt as well as evidenced by the fact that they sent me the back issue I’d ordered on the same order. So they resent the issue they didn’t send me at that point. Cut to July 2022, I realize that they aren’t sending me my subscription, again. This, by the way is a recurring problem I’ve had with them in the past. I should have learned my lesson then. So I begin emailing them. I’ve now sent their support 5 emails since July, as well as emailing the CEO, Jeremy Sheldon, 2 times asking for what I paid for that they refuse to send me. Not only have I not received the subscription I’ve paid for, their “service” department, along with their CEO, Jeremy Sheldon, refuse to even respond to my inquiries. This is egregious since I’m not the only person encountering this. There are many, many people filing the same complaint.Business response
08/21/2022
Here is your complete subscription history with shipment details:
******* **********
** *********** **
********* ** **********
United States
Item ID Date Shipped
Issue #** ****** 8/9/2022
Issue #** ****** 4/16/2022
Issue #** ****** 1/12/2022
Issue #** ****** 11/2/2021
Issue #** ***** 8/25/2017
Issue #** ***** 6/21/2017
Issue #** ***** 4/19/2017
Issue #** ***** 2/17/2017
Issue #** ***** 12/29/2016
Issue #** ***** 11/8/2016
Issue #** ***** 9/8/2016
Issue #** ***** 7/15/2016
Issue #** ***** 5/10/2016
Issue #** ***** 3/15/2016
Issue #** ***** 1/10/2016
Issue #** ***** 11/4/2015
Issue #** ***** 9/8/2014
Issue #** ***** 6/19/2014
Issue #** ***** 5/8/2014
Issue #** ***** 3/7/2014Issue #*** **** 1/1/2014
Issue #** ***** 10/28/2013
If you aren't receiving your issues which happens sometimes, a complaint needs to be filed with the USPS. We are sending your issues but we are not responsible for the USPS failing to do their job in delivering them. Please email us at [email protected] if the government ran USPS fails to fix their issue and we'll eat the cost and send a replacement.
Customer response
08/21/2022
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, reasons for rejection are included below.1. The business refused to even acknowledge my issue. I sent numerous email starting in July. I never received a response. Why would the business not respond to a customer when their product is continuously not received??
2. The business is trying to say they shipped the issues to the correct address, however when they started the initial subscription- for some inexplicable reason, they decided to ship the first issue to a former address that was NOT on the subscription order. The address they claim to have shipped it to never received the initial issue. They then sent a copy to my correct address when I reached out in April 2022. NO ISSUES WERE SHIPPED AFTER THAT.
3. The business is trying to push the blame on USPS. Strangely, I receive all my mail and other subscriptions. This is the only magazine that CONSISTENTLY refuses to ship issues I have paid for in a subscription.
4. I am not the only individual that this is happening to, as evidenced by the numerous complaints.
5. This is not the first time this has happened to me with this business….I’ve encountered this at every address I’ve had while subscribing to this magazine. Yet, no other magazine or subscription I purchase has this problem.
Regards,
******* **********
Business response
08/25/2022
*******,
Here is your complete subscription shipping log:
Shipped Item Date Shipped
Issue #94 8/9/2022
Issue #93 4/16/2022
Issue #92 1/12/2022
Issue #91 11/2/2021
Issue #67 8/25/2017
Issue #66 6/21/2017
Issue #65 4/19/2017
Issue #64 2/17/2017
Issue #63 12/29/2016
Issue #62 11/8/2016
Issue #61 9/8/2016
Issue #60 7/15/2016
Issue #59 5/10/2016
Issue #58 3/15/2016
Issue #57 1/10/2016
Issue #56 11/4/2015
Issue #49 9/8/2014
Issue #48 6/19/2014
Issue #47 5/8/2014
Issue #46 3/7/2014
Issue #45 1/1/2014
Issue #44 10/28/2013We have shipped every issue when released; have you brought this issue up with your local USPS? We are not responsible for USPS failure to deliver and we will reship issues when they're not received after a certain amount of time has passed. It seems since covid and I've heard reports from our printer with other periodicals that periodicals delays at USPS have taken up to 60+ days to deliver. It seems to be getting a little better but as of now #94 is almost 30-days in "transit" at USPS.
Customer response
10/05/2022
I purchased a 2 year subscription around October of 2021. The company outright refuses to send me the issues I’ve paid for. They refuse to even acknowledge my complaint (I’ve now sent about 20 emails to them).Initial Complaint
08/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought a ticket to the horror hound weekend for the three days, it took out of my debit card, but I never got my code for my ticket I emailed them and never got a response, I just want my ticket that I paid for.Business response
08/16/2022
*****,
We email the tickets to the account listed on the order which is **************************". Please check your spam folder; also I just had your ticket resent.
Also, you can always check in at the registration booth at the event with your photo id and we can look up your ticket and get you checked in that way also.
Initial Complaint
05/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a year membership on April 26 2022 and have not received anything yet. I tried messaging and emailing Though all forms of social media and emails. I have not received any response back as well. I’m trying to get my magazines and would like to know what’s going on. I see a lot of complaints about the site and am now worriedBusiness response
05/10/2022
****, We're a bi-monthly magazine. You ordered on April 26th and issue *** was sent to the printers back in February which means your order came in after #93. The first issue of your subscription will be #94.
Please be patience, all messages are eventually responded to but we've been currently completing a new project which is going to print this week and will then be catching up on messages. No need to contact BBB because you didn't receive an email response within 72 hours.
Customer response
06/07/2022
This is the second time complaining about this one problem. I have not received ANYTHING yet. Not the issue they owe me and not the newest one. It’s been over a month since I’ve got the subscription and haven’t received anything. I emailed them and didn’t hear back for about 3 weeks and they were super rude about it. I want to know where my Horror Hound Magazine issues are. I got a years worth subscription. This is the only place I can buy their magazines and they are clearly screwing up Their business if there are multiple people complaint to the BBB. I would like my subscriptions asap. All of the ones I’m owed. They now owe me two. And I haven’t gotten **** all. It’s may 27. I ordered over a month ago. Please help me get my issues. I’m not impressed and if I need to take this further I most certainly willBusiness response
06/07/2022
Again, this is for a "SUBSCRIPTION". Your order came in after #93 subscriber issues were processed; so again your subscription STARTS with #94. #94 is still be worked on and it will ship to subscribers when finished and printed.
If you want an item shipped at the time of your order then you would purchase an "EXISTING" item that's already printed and ready to ship today.Initial Complaint
12/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
back in september I ordered a subscription to the magazine, and I still haven't gotten my first issue yet, and I have e-mailed costumer service many times and haven't heard from a single person have gotten yet, and now it's December. So I would like my issue or my money back, but I would really like my magazineBusiness response
12/11/2021
I see your order and everything looks good. You should've received #** which started being delivering earlier this month to subscribers. We'll get a replacement out ASAP. Thanks for Subscribing!
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.