Complaints

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:04/01/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 ordered 2 magazines from total magazines on 12/18/2024. I have yet to receive any from them. I have sent numerous emails. They would reply in the beginning about the wait time..now nothing from them.

  Business Response

  Date: 04/10/2025

  ERROR ERROR ERROR

  This individual did not place an order with the company, TOTAL MAGAZINE SERVICE, LLC. They used a website called ********************************************* which we are NOT affiliated. We receive hundreds of calls about that website because they ****** our info. The consensus of those calls is that the ********************************************* website charges show on their cc statement without a phone number and when they do an internet search, Total Magazine Service LLC comes up in their search so they assume it is the same company. This particular person called our office earlier this month and admitted that she found our number by Googling it. *** already advised that we are not affiliated as well. When I saw this complaint, I made attempts to call to remind her but there was no answer. 

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I did not call this place!! I did not talk to this person
  I never called
  

  
  

  
  

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered 2 magazines about 8 months back.I ordered 2 magazines. I'm only getting the reader's digest, but never received the Consumer Reports On Health.Called their customer ********************** but all they do is passing me to different phone numbers.

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company preys on the elderly and routinely calls them to renew their subscriptions even though they are paid up for several years. Additionally, the renewal rate is at a higher price than if you subscribed direct thru the magazine themselves. My mother is renewed thru Sept 2027 yet they still call and hound her to renew as if it's about to expire. At times, the delivery of our magazine which is supposed to be weekly is sporadic. We haven't received a magazine in weeks. We would like to cancel our subscription but are afraid we won't receive our full refund. Additionally, we don't want to give them our credit card info to receive the refund as it will likely be utilized for more maladaptive behavior. So, it's a catch 22. If you can get us a refund check sent in the mail we would greatly appreciate it. Thanks!

  Customer Answer

  Date: 11/22/2024

  *****

• Initial Complaint

  Date:10/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 want to subscribe National Geographic magazine by ****** payment Please correct it immediately.

• Initial Complaint

  Date:06/23/2023

  Type:Customer Service 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 recieved multiple sales calls from this company claiming to be our current magazine subscriptions company..went through mags wtc..but when I realized we hadn't used company in YEARS I told her we were good. Lisa ended up calling salon and speaking to owner(who doesn't handle these things) and told her she spoke to me about our mag renewal..gave. her pricing and resigned her up (my boss definitely should be more vigilant..but Lisa had already been told No we would not be signing up withbthem by me) My boss said nothing to me about it as she thought I was aware and I only noticed when I saw charges come through out bank and questioned her.. she was upset and felt she had been taken advantage of to which I agreed...so know I have a 2 year subscription with this company for the SAME magazines that I already have through another company (united) when I called I was only allowed to Speak with billing supervisor Samantha... it did get heated as she said that they did nothing wrong..just renewing a subscription from YEARS ago & not acknowledging any fraudulent means to obtain renewal after I had already told her repeatedly Lisa we were NOT interested. I then just asked to close out account and for them never to call us again..no need to even send the magazines since we didn't need double..she refused..said there was no way to cancel this after we paid...(I told her we didn't even need refund..just wanted to never have them contact us) she still said no..very smug and talking over me..I said the word *** ****..and she stated that she was hanging up on me for using foul language..I called back and asked for her sup or someone else in charge of accounts..was told I would speak to a Miss Kaye.. but they gave me Samantha again who refused to let me speak to anyone else and then denied hanging up stated she just but phine on mute so "I could rant and she did t want to hear the lords name used in vain" Fraud and horrible customer service I don't want then calling us again

  Business Response

  Date: 06/23/2023

  For the record, the person that wrote this complaint is not our customer:

  The salon (that the complaining party is referencing) and its owner, Ciara, have had accounts with us since 2014. They are generally notified about every 2 years by phone for renewal. In 2020, due to the affects of the pandemic, we were short staffed like so many companies nationwide. Some of our client's may have retained interim service with other magazine service providers. However, in early May of this year (2023), our representative Lisa spoke to the owner, Ciara, directly about renewing with us again never mentioned her employee's name at all. Ciara requested that a list of the magazines that they ordered with us be sent to her via email along with a list of our Top 100 Salon magazines. This request was completed on 5/3/23 to ciara******@hotmail.co.uk. On the 17th, Lisa followed up on the email request and Ciara placed her order. Ciara then set up billing at which time she changed her last name and account business name.

  Our internal process requires that the sales representatives speak directly with the owners of Salons in order to confirm their selection and to ensure that the owner is aware of the order being placed. We provide a 2 week cancellation period: in order to expedite our client's orders, we start the process to release magazines with their first payment. This exercise has proven to strengthen supplier relationships and support business continuity. In instances where an owner may provide authorization for a member of their staff/employee to place the order, we acknowledge and note their account and can only be revoked by the owner. In this situation, Ciara never mentions that historically in any of her conversations.

  This morning, Ciara called our toll free number and talked to the billing supervisor that closed the sale with her on 5/17/23. It was explained to her that "In Good Faith" since her order was paid in full, we began processing her order with the clearinghouse already with a reminder that it was past the 2 week cancellation period. She recognized it was their error and that was basically the end of the call. Moments later, a young, verbose woman claiming to be an employee from Ciara's salon called our offices yelling, threatening and cursing at our employees for simply doing their job.

  Solution offered: We are happy to place this salon on our do not call list moving forward if our client, Ciara, makes the request. Also, congruent to our conversation with Ciara, and pursuant to our policy, there will be no refund. This salon will not get duplicate magazines due to their error in ordering from two (2) different companies: the publisher's will simply combine the orders and extend their subscriptions.

  In conclusion, this scenario is merely the result of an employee and their employer not in sync on decisions. And, given that the employee carries no weight with our company without Ciara's authorization, she had no business calling our offices, making BBB complaints or bullying our employees. No one deserves to be spoken to in this manner - its sharply offensive and unprofessional.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I didn't ask at that point of call for $$ back.   We asked for them to never call us again and/or cancel account as we don't need the magazines..A Miss Samantha told us that she couldn't do this. She also makes this not that is not truthful "Moments later, a young, verbose woman claiming to be an employee from Ciara's salon called our offices yelling, threatening and cursing at our employees for simply doing their job." If after a frustrating conversation..using the words "*** ****" is threatening and cursing.. I will apologize but I do think we are stretching truths and can only hope they record her conversations as this wasn't exactly as she writes.. she hung up on me after I said *** ****.. and I called back and asked to speak with someone else or her supervisor..Samantha returned to the line and refused to transfer call to anyone else and then stated she "did not hang up on me..only muted on her end to "let me rant..?  It was ONE WORD... All we want is for them to stop correspondence and shut account down. Keep the money u fraudulently collected (as seems like a frequent practice from reviews online) after there Rep. Lisa was told NO we don't want/need your magazines..that's it... again Miss Samantha said she count not (or would not) do this
  
  Regards,

  Ciara ****** (Owner)

  Caroline K. (Manager)
  
  
   

  
  

  Business Response

  Date: 07/07/2023

  We have placed this client on our do not contact list for future business. There is no refund as she was notified in writing of the 2 week cancellation policy as well and her magazines are in process of being delivered to her salon. 

  We're very sorry that the customer is still not content with the information that was provided. We have a two-tiered verification system and she did confirm the order with 2 different people. She also provided her credit card information for her payment with agreed terms that she went over with the 2nd party. There was no fraudulent activity between either parties.
  

  When a client places an order, we have to move quickly to place their order so that the business can get their magazines in a timely manner. Since the pandemic, its been taking several weeks to get through the clearing houses, then to the publisher and then back out to the customer. In some cases, we begin releasing those magazines prior to full payment out of good faith.

  We have been in business for nearly 2 decades - with more than 100,000 satisfied client accounts nationwide. Rest assured that we retain our customers because of the processes that we put into place to ensure they're satisfied with the service. We also understand that while 95-97% of our customers are satisfied with their service, there still may be an occasional complaint of some sort here. We'd like to add that we strive to address each inquiry or complaint directly with the customer.

  We are proud to say that a large base of our clients have been with us for more than 10 years. While many of those purchase gift subscriptions for family members and children who have grown and now utilize our services without issue.
  

  Customer Answer

  Date: 07/13/2023

  I find their LONG drawn out responce, Comical.   All I asked for during out last unfortunate conversation was that they NEVER contact us again..and was told that wouldnt be possible as we still have current subscription- also asked them to cancel subscription completely (no refund needed) and they still would not do this. Sounded like a win win for them..cancel us and no need to send us anything else etc..but apparently not And as for thier claim of the satisfaction of customers..they should go online and read the reviews lol.  

  So I accept to close this tixket as their tit for tat is ridiculous..

   but they better not call as we now have this in writing per BBB..only time till tell I suppose 

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

  
  

• Initial Complaint

  Date:08/22/2022

  Type:Product 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 have cancelled this magazine subscription service several times. The service preys on the elderly and over charges . They continue to hound my 92 year old mother to use their magazine renewal service, even after being informed she is no longer interested. To order a Readers Digest and People Magazine for 6 months, they charge $165.98. I can order directly from the magazine for a fraction of this cost. We want them to reimburse her for the last charge of $165.98 in the form of a check payment. The credit card on their file has been closed due to fraudulent charges. Again, more preying on the elderly.

  Business Response

  Date: 08/23/2022

  We have spoken to customer's daughter.  We have agreed to cancel order and refund her.  We also put her on our Do Not Call List.

  Customer Answer

  Date: 09/06/2022

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