ComplaintsforCricket Media, Inc.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cricket Media owes us $224.50 for duplicate payment on 5 subscriptions for our grandchildren. We were supposed to receive the check in November of 2022. On October 26, 2022, ****, a customer service supervisor confirmed that we were owed this money back from our account (I have all the documentation for the double payment) and that we would receive full refund within 2-3 weeks. After repeated calls and being told the "check is in the mail" I turned to calling the main office in Virginia. Customer service is offsite and doesn't even have access to a real person in the accounting office. They just "add the info to the file." I left two voicemails at the Virginia office with no call back. I even looked up and emailed the CFO of the company. No return call or email. Another example of a company happy to take your money and offloading your requests to a support team that has no real power. They hope you'll go away. The magazines are terrific but I would say "Buyer Beware" to anyone considering a subscription. In the event you have an issue, you won't have much luck getting help. Extremely disappointed, but at least I have this avenue to report to. (I hesitate to upload supporting document until I have a real person to speak to)

  Business response

  02/14/2023

  February 13, 2023
  
  Dear Better Business Bureau:
  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on February 10, 2023) in connection with the Better Business Bureau’s letter dated January 30, 2023. 
  The complainant ordered 5 magazines (2 year subscriptions) – Faces, Muse, Ladybug, Spider and Ask for Charlie, Rye and Wynn Canterbury on July 21, 2020 and then again on November 6, 2020. She paid $224.50 ($44.90 each magazine) at the time second order was placed. On October 26, 2022, she cancelled the orders done on November 6, 2020 and requested refunds. 
  We process refund checks in the order they are received, and we state to allow up to 16 weeks to receive. We apologize for her request taking longer than the 16 weeks to process. Her refund check is in process and should be mailed by February 17, 2023. 
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  Please let me know if you have further questions.
  

  Regards,
  Barb C.
  Manager, Customer Service

  Customer response

  02/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  --------- Forwarded message ---------
  From: ******* ****** <*******@***.com>
  Date: Mon, Feb 27, 2023 at 10:59 AM
  Subject: Complaint ID ******** Cricket Media Inc.
  To: <[email protected]>
  
  Hi there,

  
  

  I received an update recently from you all but couldn’t find a place to respond with comments.

  There was a Cricket Media letter from one of the customer service people who claimed wrongly that I ordered two subscriptions. I want that communication clarified.

  I ordered 5 magazines for my grandkids in August 2020 and paid online with a credit card. Then they send me an invoice for the 5 magazines in October to pay within 30 days. I had forgotten that I paid online (I usually track with checks) and wrote them a check for the entire amount. Basically, I double paid for the subscription. I provided proof of both credit card and check payments and was told back in October to expect a full refund within 2-3 weeks.

  
  

  In the recent correspondence, Cricket Media said they it takes 4 months to process a refund (that’s nuts) and with my complaint with them in October, they would mail a check February 17th. I still haven’t seen a check. The email from you all said I had 10 days to respond in writing but there wasn’t a place to do that. The only two options for me to click when I received this news was 1) accept or 2) decline. I didn’t want to decline as I want our refund and I didn’t want to accept and have the complaint case closed without seeing a check.

  
  

  I would be so very grateful if you could help me continue to pursue recourse with Cricket Media. 

  
  

  Many thanks!

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

  Peace and Good Health!

  
  Regards,
  
  ******* ******
  

  Business response

  03/10/2023

  ---------- Forwarded message ---------
  From: **** ********* <**********@cricketmedia.com>
  Date: Wed, Mar 8, 2023 at 1:59 PM
  Subject: FW: ****** - complaint id ********
  To: Dispute Resolution Team <[email protected]>
  

  
  
  Just informing BBB that ******* ****** received her check for $224.50 and it was cashed on Mar. 6^th. What we stated in our letter is based on the transactions we saw in the system so there is no need to correct anything stated in our original response.

  Customer response

  04/04/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  ---------- Forwarded message ---------
  From: ******* ****** <*******@***.com>
  Date: Tue, Apr 4, 2023 at 3:18 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, Dispute Resolution Team <[email protected]>

  
  Hi there,

  I logged in to the complaint. I did receive a check for the whole amount from Cricket Media. I just can’t find a place to reply so that you all know the issue has been resolved.

  
  

  Thank you for your help.

  Best,

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

  
  Peace and Good Health!

  
  Regards,
  
  ******* ******  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My brother passed away last April 13,2021. Called cricket to cancel the subscription. Was informed my brother was receiving several magazines and I had a refund of $149.94. I was told I would receive the refund in 2 to3 weeks. I have called and asked a total of 13 calls since April. Every call they state the check is in the mail. Wait 2 to3 weeks. Called today January 9,2023. The same answer or get hung up on. Can you help me?

  Customer response

  01/16/2023

  The first time I had a problem with Cricket was 4/18/22. I've called numerous times since then and still haven't received a refund for my deceased brother's account with Cricket.

  Business response

  02/14/2023

  February 13, 2023
  
  Dear Better Business Bureau:
  

  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on February 10, 2023) in connection with the Better Business Bureau’s letter dated February 3, 2023. 
  

  The complainant’s deceased brother ***** **** had 6 subscriptions Click, Cobblestone, Cricket, Faces, Ask and Spider at the time of his death. On September 10, 2021, the complainant called to cancel these subscriptions and request a refund. Total refund for his subscriptions is $149.94. Since the cancellation call it has been noted on the subscriptions that the refund should be mailed to the complainant at her address.
  

  We process refund checks in the order they are received, and we state to allow up to 16 weeks to receive. We apologize for her request taking longer than the 16 weeks to process. Her refund check is in process and should be mailed by February 17, 2023. 
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  Please let me know if you have further questions.
  

  Regards,
  Barb C.
  Manager, Customer Service

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Spider and Ladybug magazines last October26, 2021 and sent my check for $35.90. I received another bill, on December 2, 2021 and sent another check for $35.90. I realized my mistake mid-January 2022, and called Cricket to request my refund of $35.90. I was told that said refund would not be sent until May 2022.I called in June to find out what happened to the $35.90 and was told it would be sent shortly. in two weeks.I have called September 12th, Sept.20, October 3rd and October 10th. The check is always coming in 2 weeks.I would like to have my refund. Meanwhile, I keep getting renewal notices.

  Business response

  10/28/2022

  October 28, 2022

  Dear Better Business Bureau:
  
  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on October 17, 2022) in connection with the Better Business Bureau’s letter dated October 10, 2022.
  
  The complainant ordered Ladybug and Spider magazines on October 26, 2021, for ***** and ****** ********. She paid $35.90 ($17.95 each magazine) at the time order was placed. She then received a promotional mail piece that offered her an early renewal on these subscriptions which she did on December 2, 2021, paying another $35.90. On Jan 4th, 2022, she cancelled the renewals done on December 2nd and requested refunds.
  
  We process refund checks in the order they are received, and we state to allow up to 16 weeks to receive. We apologize for her request taking longer than the 16 weeks to process. Her refund check is in process and should be mailed by November 4th.
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  
  Please let me know if you have further questions.
  
  Regards,
  
  Barb C********
  Manager, Customer Service

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Babybug Magazine from Cricket Media for my granddaughter on July 8, 2022. I have yet to receive an issue. My calls have not received an accurate response and emails have gone unanswered.

  Business response

  10/04/2022

  October 3, 2022

  Dear Better Business Bureau:
  
  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on October 1, 2022) in connection with the Better Business Bureau’s letter dated September 25, 2022.
  
  The complainant ordered Babybug magazine on July 8, 2022, for ****** ******. Her subscription began with the September 2022 issue which should have been received by September 15, 2022. The complainant emailed customer service  prior to September 15th and was told it should arrive by September 15th. On September 20th, complainant sent another email stating that the issue still had not arrived. She never heard back from customer service, but in checking the subscription record, I did verify that the subscription had been extended one issue for the missing issue. I called complatiant on October 3rd to see if the October issue had arrived and she stated it was received on October 1st. We discussed the timing of our magazines along with the mailing process. I have requested that customer service extend the subscription by another 3 issues for the time they spent trying to get this resolved. The complainant accepted this and knows she can contact me directly if any further issues arrive. I have also discussed the lack of response to email with customer service.
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  
  Please let me know if you have further questions.
  
  Regards,
  
  Barb C********
  
  Barb C********
  Manager, Customer Service

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have sent this to customer service email and called on the phone and left a FB message - no response from any source.: I am writing today to express my great dissatisfaction with your company operations and an utter failure of your customer service. When my now teenage children were young I had them receive a monthly publication from Cricket - from Babybug on up. The quality of your magazines was fantastic, and your customer service excellent. This past holiday season I decided to give gift subscriptions to my young niece and nephew. My problem is that this time around your customer service is completely unacceptable. On December 6, 2021 I ordered two gift copies: Your Order #*********** Placed on December 6, 2021 at 9:27:34 AM CST Billing ********************************************* *************************************************************************************************************** T: ********** Shipping Info: same ItemsQtyPrice ASK Gift Issue - Add an Extra Issue for Immediate Gift Delivery SKU: ASK2111H 1$4.95 CLICK Gift Issue - Add an Extra Issue for Immediate Gift Delivery SKU: CLK2111H 1$4.95 Subtotal$9.90 ************************ Grand Total$9.90 As of this date (January 4, 2022) - I have not received either copy even though I received a shipping notification on December 21, 2021 - almost two weeks ago and no tracking number. When I contacted your outsourced customer care center several times they were unable to provide any information and could not provide any help In addition, I went ahead and ordered two full gift subscriptions on December 22, 2021 and cannot get any information on when this will start. So I am demanding the following resolution: 1. An immediate re-shipment of the two sample issues with a carrier that can provide me with a tracking number and expedited shipping. 2. Confirmation of the two full gift subscriptions and a date when those issues will begin to be delivered.

  Business response

  02/11/2022

  February 11, 2022

  Dear Better Business Bureau:
  
  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on February 4, 2022) in connection with the Better Business Bureau’s letter dated January 9, 2022.
  
  We have tried to contact the complaint directly via telephone ###-###-####  on February 9th and email (*************@*****.com) on February 10th  to see if the 2 back issues arrived. We have had no response from complainant. The 2 back issues (November/December 2021)  were shipped on December 20th via USPS mail so we do not get tracking on them. We can reship these 2 issues if needed or we can refund her credit card $9.90 for the 2 missing issues. Also, both 1 year subscriptions (Click and Ask) being sent to ***** **** in Medfield, MA started with the January 2022 issue and will expire with the November/December 2022 issue. The January issue mailed around December 24th and the February issue mailed around January 24th so by now he should have received 2 issues.
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  
  Please let me know if you have further questions.
  
  Regards,

  Barb C.

  Manager, Customer Service

• Initial Complaint

  11/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am unable to place an order for subscriptions to Cricket Media magazines. I have been a customer for 15 years, maybe more. I started sending them to my niece and nephew, and now I am sending them to a second generation, my great nephews. Unfortunately, every year I have to go through all kinds of machinations to get Cricket Media to correctly place my orders, and it only seems to be getting worse. It is as if they don't want the repeat business. Currently, I am sending subscriptions for different magazines to my four (4) great nephews. For the past several years, the only way I was able to place the orders, which changed from year to year based upon the children aging, was to speak with a person at the supervisory level because Cricket Media does not train its customer svc reps well enough to be able to handle changing the subscription for each child from one magazine to another. Is it really that complex?It also cannot be accomplished online for two reasons: 1) the Cricket Media website has not been designed to make such changes in a renewal order, which is ridiculous because it should be an objective to allow for such changes in order to encourage repeat business; and 2) this year, although the website recognized my account, it stated that there was an error in placing new orders for each of my great nephews--with no further explanation given.Cricket Media publishes terrific magazines for kids, but its customer service and IT services are the worst! I don't want to disappoint my great nephews, but I have had it with Cricket Media's incompetence. If Cricket Media would like my business, the company needs to make it easier to place an order.

  Business response

  11/18/2021

  November 17, 2021

  Dear Better Business Bureau:
  
  Cricket Media, Inc. is a well-regarded publisher of children’s media. By this letter we are responding to the Complaint submitted (ID ********) and received (on November 12 ,2021) in connection with the Better Business Bureau’s letter dated November 9, 2021.
  
  Our customer service manager called and left a message for the complainant ***** ***** on November 15th. The complainant returned the call on November 16th at which time the manager placed her renewal orders for her 4 great nephews. We apologize for the issues the complainant experienced and are reviewing our training with the reps, along with the wording on our website, as customers can transfer to another magazine when they are renewing and our intention is not to confuse the customer.
  
  Cricket is committed both to providing a fine educational product and responsive customer service, and respectfully requests that this Complaint (ID ********) be dismissed.
  
  Please let me know if you have further questions.
  
  Regards,
  
  Barb C********

  Manager, Customer Service

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