ComplaintsforHooked & Company

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered july 16 a subscription for my son books. Its been a month and nothing has came. I never recieved an email and no way to log in. Ive tried so many times to get in and this is a scam. I do not want this fake subscription that i keep being charged for. I also want my books that was promise for my son.

  

  Business response

  08/19/2024

  Hi ********,

  I'm so sorry for any confusion.

  When placing your order there was a typo in the email address that was entered: ****************************, so unfortunately we were unable to verify your mailing address via email. I've gone ahead and refund the $5.29 for your order, which you should see in 3-5 business days.

  Please note that there are so many ways to reach us! By phone ###-###-####, email ****************************, live chat: **************** or social media channels *** ** **** ********* ********** ******* ***.

  Please reach out to us directly if you have any further questions or concerns.

  Best,

  Asheley

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased (what I thought was) a trial subscription, and after I did, I could not log into my user "dashboard". I also did not receive any sort of confirmation email; literally nothing. However, their website said that it may take up to "24 hours" for the dashboard to become available - SUPER SKETCHY already! I immediately just wanted to cancel the whole thing but was not able to login to my dashboard - even after attempting to multiple times, WEEKS later! I tried to reset my password (which I know was correct) SEVERAL times to the email I provided on registration, however, I still never received any sort of email from this company. I have been charged for multiple months worth of books that I never wanted. I just want to cancel my subscription and receive a refund....but they literally make it impossible on purpose. Disappointing.

  

  Business response

  08/07/2024

  Dear *******,

   

  I’m so sorry for any confusion or inconvenience. Since we accept ****** (which you used as your form of payment), the transaction can take more time to clear than a credit card if you have your ****** account linked to a checking or savings account. We’re sorry that you had trouble accessing your dashboard. It looks like you may have used an alternate email address: ********************************* – so perhaps that was the reason for the trouble.

   

  We’re available to assist you by email at contact@hookedandcompany.com, or via live chat Monday through Friday 9am to 5pm ET, or by phone at ###-###-#### 10am to 4pm ET. We’re also available on social media channels like ********, *********, ****** and more.

   

  Please do reach out if you have any further questions or concerns.

   

  Best,

  Asheley

  Customer response

  08/07/2024

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I just subscribed to your website and when I tried to purchase the 94% off month trial it said I wasn’t allowed to use my card because it is a prepaid card but it still took money out of my account, and I didn’t get a gmail saying anything about my login information to use the apps or a verification that my account was made. I want a refund

  

  Business response

  04/19/2024

  Hello,

  I'm sorry for any confusion.

  Because we are a subscription service, we are unable to accept prepaid cards. We can only verify the card type by authorizing the card. The pending charge you see will be reversed automatically in 5-7 business days, depending on your bank.

  Best,

  Asheley

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a subscription and wanted to log on to change the frequency of receiving the books. I can't log into my account with the password I created and know is correct. When I ask to reset my password, I never get an e-mail with the temporary password that they say they are sending me. They also say they offer a live chat option, but when I start to chat to someone they say I have to pay $5.00 to get my question answered and send me to another site to register and pay the $5.00. I call the number provided on the site (which takes a while to even find) and it says the phone lines are down. I am not comfortable keeping this subscription with this company so now I want to cancel my account permanently.

  

  Business response

  02/23/2024

  Hi *****,

  Thanks for your message.

  I'm so sorry for any confusion. Your subscription can be managed 24/7 using your dashboard: ****************. We will never, ever charge you to assist you with subscription management. The chat feature on our pages is available Monday through Friday 9am to 5pm ET. Our phone lines are open 10am to 4pm ET, and the number is ###-###-####. 

  I've gone ahead and cancelled your subscription per your request. If you change your mind, please reach out and we'd be happy to assist you with adjusting your frequency.

  Best,

  Asheley

• Initial Complaint

  10/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The refused to answer my complaints after responding to me. Seems like they purposely make it difficult to login to a new account to cancel their subscription. It’s been almost one month of me trying to cancel my subscription and they just refuse to do it. After I gave them my address and order number they just never responded. I was charged again after stating the first time was fine but I would not like to be charged again. I’m sure it happens to other but I do not want it to happen to people, especially elders, who might not be so tech savvy to figure it out on their own because customer survive was no help at all.

  

  Business response

  10/20/2023

  Hi ********,

  We're sorry for any confusion.

  Based on the email you provided, we note that you purchased a welcome package in 2020 then cancelled after the first shipment of books. Our welcome package is put together especially for new subscribers who intend to build a library with us. Since you cancelled after your welcome order was shipped, we are unable to accept any additional orders from you. If you attempted to place a recent order, the pending authorization you see will be reversed automatically in 3-5 business days. 

  Best,

  *******

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business is a scam. I purchased a book and somehow that led them to sign me up for a subscription that I didn't want. Now I am trying to cancel the subscription, but I can't log into my account with the password I created and know is correct. When I ask to reset my password, I never get an e-mail with the temporary password that they say they are sending me. They also say they offer a live chat option, but it simply doesn't open when I try it. I can't log in to cancel and I can't contact them! I want this subscription cancelled!

  

  Business response

  09/20/2023

  Hi *****,

  We're sorry for any confusion. You cancelled your subscription during your 24-opt out period after placing your order while trying to win a prize. You do not have a subscription with us, and therefore do not have an account, which is why you were unable to reset your password.

  Should you have additional questions, please call ###-###-####, email or chat: ****************

  Best,

  Asheley

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I do not even know how this book subscription started! I have all teenagers and would never order Disney books. The company is impossible to get a hold of. I cannot access the dashboard to cancel. They say they sent an email with a temporary password and nothing! And no it’s not in my spam. This company is a complete joke and a scam and they need to be shut down. Not even sure how I’m the heck they got my cc info to begin with!

  

  Business response

  08/30/2023

  Hi *****,

  We're so sorry to hear about your experience. We are unable locate a subscription using the email, phone number or partial address provided. Please reach out to our Customer Service Team for assistance. You can reach us at ###-###-####, via email or live chat: **************** or send us a ** on ******** or I********.

  Best,

  Asheley

  Customer response

  09/04/2023

  
  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

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB please do something about this company! I do not want anything back, I do not want an apology. I simply want the Better Business Bureau to recognize this company as an absolute SCAM and grade them as such!! I cannot cancel my subscription, I cannot access their dashboard to cancel my subscription. I added a username and password which I wrote down and created YESTERDAY... But they claim I have the wrong password! I almost always use the same password! They said, if you cannot remember your password, we will send you an email... They have not done so despite multiple attempts! now i have no choice but to get a new card, tell my bank to avoid any payments to them... Please, Just give them a rating of Z- if that is possible. It is even making the BBB look bad by considering a company such as this to be anywhere near credible. I want nothing from them but to have nothing to do with them!!! Shame on Hooked and Company for taking advantage of people who want to buy books for children. This is a horrible world we live in and they are the proof!!!

  

  Business response

  07/26/2023

  Dear ****,

  I'm so sorry to hear that you had trouble cancelling your subscription. I've cancelled the subscription on your behalf, and refunded the most recent transaction. 

  Best,

  Asheley

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been trying to cancel my membership since last year after signing up due to no access to the application in which I’m paying for…. I was never given access to their application in which I was “paying for” as part of my membership. And when trying to access the application and even access my account on their website in which it said my account “doesn’t exist.” Yet I have been getting billed since! After trying to cancel since it started, I personally emailed them in February explaining the situation in which I heard nothing in return. It is now almost July of 2023 and I’m still being billed. This is not okay business practice. I’m not okay with the charges I have been receiving since last year, and not having the ability to cancel, or proper access, and receiving no reply from your company to help me or have it cancelled. It’s sad that I have to reach out to a 3rd party company to get help.

  

  Business response

  06/28/2023

  Dear *****,

  Thanks for your message.

  I'm so sorry to hear that you've had trouble cancelling your subscription. I can see that you've recently cancelled using your dashboard, which is available 24/7 for subscription management. We're also available Monday through Friday to assist you either by phone, live chat, email, text message, social media DM (********* ********** ******). Contact us: h************************************** or ###-###-####.

  I've searched for your email address and phone number in our Customer Service management system, and do not see any previous requests for cancellation from you. Regardless, as a courtesy to you, I've gone ahead and issued a refund for the last 3 months of App access.

  I hope this information is helpful. Thanks again for reaching out.

  Best,

  Asheley

  Customer response

  06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As I stated, the idea of accessing the dashboard to cancel is great and all when you have the ability to access it and your systems say that the email address im using (which ended up getting me in) is incorrect.

  I’ve never even been able to utilize the app or logged into it one time which is why I initially tried to cancel after first starting up.

  And you all completely ignored the fact that after I had attempted for months to cancel it, I did reach out via email in which I produced a screenshot where your company never responded or replied to.

   

  id at least like a refund back to when I generated the email due to inconvenience of not being able to initially cancel and y’all never responding to me, me never having app access since I didn’t have an account and my email address wasn’t working in your system.

  otherwise you can refund the entire thing due to me not having access and not being able to cancel/your company ignoring my attempts to cancel.

  
  Sincerely,
  
  *********** *******

  

  Business response

  06/30/2023

  Dear *****,

  I have refunded you through February.

  Best,

  Asheley

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trial packet from Hooked & Company, which I received and it was not what my child needed- WAY below their level. I went on the website and tried to log in to cancel my subscription and could not get into the dashboard page. I emailed them about it with no response. Thereafter, my husband blocked their name so they wouldn't be able to charge our card. They continued to charge our card for two subsequent months under different names. Before filing this complaint I just tried to log in again to cancel and the webpage comes up completely blank. We are under financial hardship right now so that $35.16 we were charged the last two months is a strain on us while we have no income- looking for work. I would like both of the packets refunded as I could not cancel my subscription despite attempts.

  

  Business response

  06/02/2023

  Hi *******,

  Thank you for your message.

  We have investigated your complaint and do not see any contact from you requesting cancellation previously. Please note there are many ways to reach us: call or text ###-###-####, email ****************************, live chat: ****************, as well as ********, *********, ****** **. We are available 9am to 5pm ET. You can also manage your subscription 24/7 using your dashboard: ****************

  Regardless, we are happy to assist you. I've issued a refund for the most recent charge, which you should see reflected in your account in 3-5 business days.

  Best,

  Asheley

*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. ↩