Complaints

This profile includes complaints for Cascade Subscription Service Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cascade Subscription Service Inc

  PO Box 14545 Mill Creek, WA 98082-2545

• 

  Cascade Subscription Service Inc

  PO Box 75089 Seattle, WA 98175-0089

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:04/02/2025

  Type:Service or Repair 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.

  Cascade Subscriptions cold called our business asking an employee who does not have authorization to make such purchases asking to renew a subscription that we never had in the first place. We have tried numerous times to cancel this subscription, but they do not return emails or answer the phone/return voicemails ever. This has been going on for months and they are sending us a magazine that we already get for free. This predatory behavior is incredibly distasteful, and this business is not an entity that we would support in the future due to this situation. We would like for the business to honor our original cancellation date and to be placed on a do not call list by the business.

  Business Response

  Date: 04/02/2025

  The customer on the recorded sales call did state and re-iterate that they were authorized to place and purchase the subscription order.  We do not have an incoming voicemail requesting the order be cancelled, however I have emailed the customer confirming this order has been cancelled and their associated phone number has been ***'d.  It appears other members may be active subscribers, so I also provided my direct phone number and invited ***** to call me directly to ensure the order is closed out and any additional phone lines are added to the *** list.  ***** *.

  Customer Answer

  Date: 04/02/2025

   
  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

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 have tried multiple times to cancel a magazine subscription with this company, cascade magazine subscriptions via voicemail and emails, I am unable to get ahold of anyone, my calls are never returned, and I have yet to get a response to emails. I began attempting this approximately 2 weeks before a cancellation deadline, and have not gotten a single response in any form from anyone, despite my near daily attempts to get ahold of someone via customer ********************** phone numbers or emails.

  Business Response

  Date: 03/03/2025

  Hello,

   

  We did not show a call requesting cancellation from this customer and the number they left was different than the number on the account.  I have located and confirmed the order was cancelled and emailed the customer a confirmation of this as well.  We assume this satisfies their concerns and appreciate confirmation that the complaint was closed without affecting our rating.

   

  Sincerely,

  ***** *.

  Cascade ************* Team

  
  

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair 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.

  On 10/11/24 I received a phone call for ******************* I was assured it was the legit *** times and not another company representing. Then I found out it was not *** times but actually Cascade Subscriptions. I would not make a purchase over the phone, I asked for a receipt to get sent to us instead. Upon receiving the receipt, I pulled up a *** Times for $130 and another subscription which I did not order for $130, total they wanted was $260. I called the number and it is out of service **************, I can not pull up my order online, it will not let me put the order # in, I also tried emailing a complaint and it will not let me, keeps saying I need to confirm email yet the email was in there correctly. I am just looking for this Order # ***** to be cancelled and marked paid in full.

  Business Response

  Date: 01/02/2025

  We contacted the customer and confirmed the order was cancelled.  I am DNC'ing her phone numbers and she provided feedback that we will check regarding her difficulty contacting us. She told me she was happy with the resolution and will retract the bbb complaint.   I have provided her with a direct contact number to my desk in the event she needs further assistance from us. ***** *.

  Customer Answer

  Date: 01/02/2025

   
  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. They were very apologetic and i appreciate their quick response. They seem to be very professional after talking with them and I feel this was taken care of with the upmost importance. Thank You!
  Sincerely,
  
  Ausable Towing

• Initial Complaint

  Date:10/18/2024

  Type:Delivery 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.

  Cascade Subscription cold called my business to where they got authorization from one of my young employees to say yes to a subscription they were selling by also authorizing my name for purchase. The total bill is $83.82 to where they continuously mail myself a bill to be paid. For one: This subscription was never authorized by myself, nothing in writing.Second: Both phone #'s given are out of order when I call here on Oct 18, 2024. They are ************** and **************. This order of 33 issues of Golf Digest were not issued by myself, but by someone who doesn't have the authority to do so but was pushed on by the phone salesperson who looks like on this is a *. ****** who is the Account Consultant. The acct # is ************ and the order # is ******. Thank you. The billing is $83.82

  Business Response

  Date: 10/27/2024

  
  I've read the customers complaint and understand the customers concerns. I've also listened to the original customer-authorized sales call recording between our representative and the golf courses representative, *** ******** The sales call was very courteous, professional, and especially thorough and terms were discussed several times with *** ******* who requested the bill be mailed. Additionally the invoice was explained to come with an obligation to pay within 30 days with no objection from *** ******** The recording is available to the BBB upon request.

  
  ********** represented that he was authorized to approve the order for the golf course,and as he said, just for the Golf Digest so we processed the 3-year order for $83 rather than all 3 different golf titles. Cascade routinely restarts or renews subscriptions to Golf titles for pro shops nationwide and as a matter of fact, most pro shops subscribe to these titles in-order-to stay current with what their customers are reading and subscribing is typical of what head pros for golf courses across the country choose to do. Not subscribing is unusual.

  
  We never try to pressure customers to pay the invoices they requested. Also, were not sure why *** ******* encountered connection issues calling our office but after 38 years in business we have never experienced anyone repeatedly having difficulty getting through. Our phone numbers are fully functional.

  
  Finally,this order has been canceled. *** ******* was the contact for the club but sometimes there are misunderstandings or people change their minds for whatever reason. With that, we have placed this business phone number on our internal "Do Not Call" list. No further action is required, and no further communication will be attempted unless this business requests us to do so. 

  Customer Answer

  Date: 10/29/2024

   
  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.  I am still unsure who it was that was talking to the person on the phone, but they were talking on my behalf.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/13/2024

  Type:Delivery 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.

  Our golf shop received a cold call selling golf industry magazines on Feb 23, 2024. We receive complimentary copies of these magazines from some industry businesses. Thinking it was one of these, we noted some magazines to order. After receiving a bill in the mail, I realized the $1,596 charge for these magazines was not what we intended. Order number ******. I called their phone multiple times over the next couple of weeks to cancel the order. Never talked to a person and left multiple messages to cancel our order. On April 15,2024, I received an email from ***************** from Cascade. He wrote that he listened to the sales phone call and that I approved the order and we still owed for the subscription. I replied that we would like to cancel the order. No reply from ***, and on May 1, 2024, we received another reminder to pay the bill. We haven't received any magazines and we would like the order cancelled. Thank you.

  Business Response

  Date: 05/15/2024

  IW' have read the complaint and we understand the customer's concern. After several attempts to resolve the order over the phone we were unable to discuss the order details, so we took the liberty to cancel the order.

  The original sales call recording covered the billing terms and comprehension, desire and term details were thoroughly discussed and agreed to. We do attempt to clear balances with follow up calls on unpaid bills as perhaps the intended order was merely overlooked. However, if any customer insists on cancelling their requested order anyway, we always oblige, as we did here.

  We apologize for the communication delays on the matter that was our mistake, but again, we always cancel orders when customers demand we do so. No further communication is required on this matter.

  Thank you

  Customer Answer

  Date: 05/15/2024

   
  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.  Again, as long as the order has been cancelled and we don't receive any more bills, then the resolution is satisfactory.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 were charged $449.99 on our AMEX 7/19/22. We NEVER received a receipt or email and we were never told the charge amount. We have also not received any magazines that I am aware of. I cant recall what all the subscription was even for. Apparently we have used this service before, but I feel that this company is shady and dishonest. I would have never given the ok if I knew what this amount was! I can't get anyone on the phone to take care of this issue.

  Business Response

  Date: 10/13/2022

  Customer was satisfied with our response and the customer tried to redact the complaint due to the fact that this was merely a misunderstanding but was unable to do so. Now it's up to the BBB as to whether or not the company will be allowed to redact.

• Initial Complaint

  Date:06/27/2022

  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.

  I have been trying for 2.5 months to cancel two magazine subscriptions that were made via Cascade Magazine Subscription service. We received a refund in October of 2020 and believed the issue to be resolved at that time. However, we continue to receive magazines from this service. I have been trying to cancel Architectural Digest and ******************** I have called numerous times over the past 2.5 months and have sent in several emails via their contact us webpage. No one has ever picked up the phone and I have tried all 3 numbers they have listed for their service. I have left several voicemails and contrary to what they say in their voicemail that they will return your call within 1 hour, they never have. They have also never replied to my emails via their contact us page. All I would like to do is fulfill my bosses request of having these two magazines and all others from their company stopped from being sent to us. Any assistance with resolution would be greatly appreciated.Sincerely, *********************************

  Business Response

  Date: 07/08/2022

  Hello,

  Upon receipt and careful review of this complaint, we reached out directly to the customer as our records show that we have made many attempts to contact them, both via email and phone.  We were able to make contact with the owner, *******************, and let him know that we had replied to each of  ******** emails as well as attempted to reach her directly via phone.

  The customer was correct in that payment made for the publications in question had already been refunded back in October of 2020. They were receiving the publications complimentary.  Since they now no longer wish to receive them at all, we have cancelled all three subscriptions. At that point **************** was pleased with the resolution, and told us that he would rescind the complaint since we had reached out many times. 

  Since then we have received no further communication from the customer expressing a concern or further action needed on our end. Attached is the email conversation confirming their intent to rescind. 

   

  Customer Answer

  Date: 07/13/2022

   
  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. I wish to rescind the complaint. 
  
  Sincerely,
  
  *********************************