ComplaintsforThe Upper Room

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a 6 copy subscription to the Upper Room on May 14, 2024 for $15.89. When I did not get the subscription at the end of June for the July/August months I tried to call the company to see what happened and kept getting disconnected. I emailed on June 20, 2024 and an automatic ticket response was sent right back to me and said I should hear back within ************************************************************************************************ to my account and saw that my first book would not be mailed until September so I cancelled the order. Seven days later on June 27, 2024 I got a response from the company that said they could issue a refund but I had to call. When I finally talked to someone she said my refund was only for $13.34 maybe because I got a book. I informed her I did not receive any books and she put me on hold. She talked to her manager, *******, who said they could refund me the entire amount for $15.89 and it would take 3 days to show up on my credit card statement. Today is July 9th. Tomorrow will be 13 days since I spoke so someone and it has still is not there. Coming here to file a complaint and get help, I see this is a common thing they are doing not refunding people when they say they will. I would just like my $15.89 refunded. I have screenshots of the order, the cancelled order, the emails and dates to show proof of anything needed to get my refund back. Please help me! Thank you so much!!!

  Customer response

  08/10/2024

  Hello. I was given an email to message you with information a month ago but  the message came back and said it was a failed email address and I didnt know how to reach back out to you. 
  

  I do want to thank you for your time with this matter and let you know the business did  reimburse my money after I contacted them by email and told them I filed a complaint with the BBB as well as filing a dispute with my credit card company. The money was funded immediately. Apparently they dont want to deal with credit card companies coming after them. But they did finally give me the refund back. 
  

  thank you again. Have a great day!

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB, I ordered 2 Upper Room Subscriptions for a total of $20 - one subscription was for myself and a second was a Christmas gift for a relative; these were ordered on 12/20/2022. I cancelled both subscriptions on 1/11/2023 because the subscriptions were late and did not arrive In January when they were supposed to come. Since I cancelled my order on 1/11/2023, I have been trying unsuccessfully to receive a refund for $20. I have spoke to a staff member every 1-2 weeks since cancelling my order and nothing has been resolved. My conversations included speaking with a supervisor named ***** twice on 2/15/2023. He told me - like every other staff member that this would be taken care of soon. In fact, everyone I spoke to has told me this refund is in process and yet nothing has been resolved regarding my $20 refund in the past 2 1/2 months. I told the staff in conversations and written communication that when a religious-oriented business like theirs does not follow through on what it tells a customer it will do, this is beyond poor because lying and false promises kill trust. I told this organization numerous times that all I want is my $20 refund, and I will be done with them for good. There has been no follow through and their customer service is beyond poor. I feel beat up from trying to get a refund and even the supervisor I spoke with on 2/15/2023 named ***** agreed that it was a poor reflection on their end that my case has not been resolved and refunded. Any assistance that you can provide is much appreciated. Thank you for your time and help, and I look forward to hearing from you.

  Customer response

  03/27/2023

  Dear ****,

  Thank you very much for your time and information, and I appreciate your assistance in resolving this situation.

  Sincerely,

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

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  September 15, 2022 I telephoned a 2 Year subscription order, I was told it would *********** weeks to process my order. I paid for this subscription with my credit card. I have made 3 calls to find out when I would receive my subscription. My last call, on November 29th, I asked to speak to a supervisor, I was told he was busy and I was asked why I wanted to speak with a supervisor. I told the young lady, *******, that I ordered my subscription back in September and I have yet to receive it. ******* told me they had switched computer programs and that was the reason it was late. I still wanted to speak with a supervisor. She took my phone number and said he would call me. As of today, December 4th, I'm still waiting to hear from the supervisor. I want my money back - my charge card credited - Or I want my subscription now. - I'm wondering if this Upper Room Daily Devotional has gone rogue and is a take the money and run ********* rip off. Please help me.

  Business response

  01/03/2023

  We have refunded ******************* the total she had paid and also given her a free subscription. I have called her and verified she is ok with this ending.

  Customer response

  01/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/5/22 renewed digital subscription. Website said there was an error so I submitted. Error showed ~4 times before it finally confirmed purchase. I noticed I was charged twice for 1 digital subscription. On 10/6/22 called customer service about the issue and they said they would refund the 2nd transaction and to give it 10 business days to come through. On 10/19 still did not see refund. Submitted a ticket via support website. Ticket number ******. Called again 10/25 as I didnt see a reply. Service Representative said they would hand it over directly to the person who handles refund and they would confirm with me the resolution. I replied 2 more times to the ticket and it was closed without response from the company and still no refund. Not sure what to do next but cant get resolution.

  Business response

  11/11/2022

  After reviewing the customers statement of the problem, we have concluded that the customer is entirely correct. He was charged twice on 10/3/2022. Yesterday we refunded both charges to the customer and are processing a free digital subscription for him today. We apologize to him for our error and are sorry for the frustration he experienced in trying to resolve the issue. We also are grateful to the customer for bringing it to our attention.
  
  As an explanation, in late September 2022 we began the process of moving our customer service from a third-party provider over to in-house processing. We were in the midst of that transition and were training new customer service reps when this error occurred. While this is not an excuse for missing the customers request, we do believe that it was an isolated event resulting from new and inexperience sales representatives. We are hopeful that our transition to in-house customer service will result in better care over time. Clearly this customers complaint is evidence of the fact that we have a way to go in delivering the desired high level of customer care that we are hoping to achieve.

  Customer response

  11/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I renewed my subscription, as well as 3 gift subscription on 11/2/2021 for a total of $*****. The check for payment was cashed on 11/4/21 by the Upper Room. I have not yet received any of these subscriptions, which were to start with the January issue, even though I called over a week ago, and was assured that they would arrive by 1/8/2022.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/30) */ We are sorry that the Jan/Feb 2022 issues did not arrive. They were mailed so that they would be received mid-December. However, **** delays have negatively impacted deliveries across the United States. We will mail replacement issues to the subscriber and their recipients and extend their subscriptions for a additional issue. Consumer Response /* (2000, 7, 2022/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive my copy on January 15, so it is not necessary to mail additonal copies.

*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. ↩