ComplaintsforHooked & Company

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my subscription on 5/8/23 for the app access and workbook shipment. On 5/9/23 I noticed that Hooked & Company charged me for the same subscription I had cancelled the day before. I emailed them and asked that they please refund my subscription fee since I had cancelled it the day before. I told them they do not need to ship anything out since I am not interested in the subscription anymore. They responded within 24 hours telling me that they cannot refund me and the book has already been shipped out. The book has not been shipped out because I get tracking on my Shop app and nothing is pending for my address. They told me I could return the book once I receive it, but I'd have to pay a return shipping fee.

  

  Business response

  05/10/2023

  Hi *****,

  Thank you for your review and message.

  After further investigation, it appears that you were charged on 5/8 and you cancelled your subscription immediately after being charged on the same day. We do not have any record of you contacting our Customer Care Team to request assistance with your request. We're happy to issue you a full refund for the App and Practice Pack you were billed for, and there is no need to return the pack.

  Best,

  Asheley

  Customer response

  05/10/2023

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

  I confirmed with my bank - ******** - that the charge was issued on 5/9. Despite what Hooked & Company is saying, I’m trusting my bank on this. 
  To address Hooked & Company saying they do not have record of me contacting their customer support, please see the attached email response from their customer support team member Heather. 
  

  I’ve made a complaint via ****** which was the payment pass through vendor for this and they’ve issued me the refund. I’m satisfied that my complaint will be visible on the BBB website for all to see and make themselves aware that this company is greedy and does not act in the best interest of their customers. 

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

  

  Business response

  05/11/2023

  Hi *****,

  We've already issued a refund, so there is no need to dispute the transaction.

  Best,

  Asheley

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription and deleted the app in early 2022. I just now discovered that I’ve been getting charged monthly from this company and I have not used their services. Records indicate that my subscription wasn’t deactivated until December 2022. Even so, I am still being charged monthly.

  

  Business response

  04/20/2023

  Dear *******,

  Thank you for your message.

  We do not show any requests for cancellation via phone, email or chat, and there is no activity in your dashboard indicating you attempted to cancel your subscription. In addition, we send out preview emails each month to alert you that the next Practice Pack will be sent out. This gives you the opportunity to skip, cancel or pause before the package ships. Since you did not take action on these emails, we assumed that you wanted the packages. 

  That being said, we'd be happy to assist you with a return and refund of your recent packages. Please reach out to our customer care team directly at ###-###-#### or chat live: ****************

  We look forward to hearing from you.

  Best,

  Asheley

• Initial Complaint

  02/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I saw an ad for $1 *** ***** & His Friends books. I bought that but have then been charged $39.51 again this month. I agree to previous complaints that they falsely advertised to rob people b**nd. I don't even know that the $1 book is actually a monthly subscription! IN addition, the books aren't even shipped, it is actually ridiculous!!!!!

  

  Business response

  02/06/2023

  Dear *****,

  We’re sorry for any confusion. When ordering your welcome package, you expressed your desire to enroll in our book subscription program. As part of our checkout process, you reviewed and checked “agree” to the subscription terms. We also included details of your subscription in your order confirmation email, and we sent a preview email showing the contents of your subsequent subscription package. We send these fun preview emails to give subscribers a chance to get excited about what’s coming next, swap titles if needed, or pause/skip or cancel shipments, if desired.
  
  You are always in control of your subscription, as noted on the card enclosed in your welcome package and your confirmation email. We make it easy to sign into your dashboard to manage your subscription 24/7, so you can adjust the frequency of shipments, manage books in a specific shipment, pause, skip or cancel if needed.

  I can confirm that you signed into your dashboard, where you would manage your subscription and cancelled on 2/4/23. I will issue a refund in advance as a courtesy to you. Please return the package when it arrives to clear the balance on your account.

  Best,

  *******

   

  Customer response

  02/07/2023

  
  

  I have reviewed the response made by the business about complaint ID ********, and find that this resolution is Partially satisfactory to me.

  
  However, I have to made myself clear.

  
  1. I have never received any “ preview” emails for the subscription! 

  
  2. I have never received anything ( not even the original $1 book) from your company! That is why I reported it as a scam and I am asking for a refund!

  
  Please arrange a refund in regards to whether or not the package is returned, because I am quite sure that I will NOT receive any books from your company. 
  

  
  Sincerely,
  
  ***** **

  

  Business response

  02/09/2023

  Dear *****,

  Thank you for your reply.

  We have issued a refund for the $1 introductory package as well.

  Best,

  *******

  Customer response

  02/09/2023

  
  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

  12/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I saw an ad for $4 disney books. i bought that but have then been charged $26.99 repeatedly and its taken me months to figure out where the charge is coming from. They falsely advertised to rob people blind. those cheap $2 books are really $30 a month!! i could get them at the dollar store! they refuse to refund me and the books arent even shipped and the others we got were kept because i was under the impression that they were $4 since thats what they advertised! absolutely disgusting that a company would do this.

  

  Business response

  12/08/2022

  Dear Tara,

  Thank you for reaching out to us.
  
  We’re sorry for any confusion. When ordering your welcome package, you expressed your desire to enroll in our book subscription program. As part of our checkout process, you reviewed and checked “agree” to the subscription terms. We also included details of your subscription in your order confirmation email, and we sent a preview email showing the contents of your subsequent subscription package. We send these fun preview emails to give subscribers a chance to get excited about what’s coming next, swap titles if needed, or pause/skip or cancel shipments, if desired.
  
  You are always in control of your subscription, as noted on the card enclosed in your welcome package and your confirmation email. We make it easy to sign into your dashboard to manage your subscription 24/7, so you can adjust the frequency of shipments, manage books in a specific shipment, pause, skip or cancel if needed.
  
  In addition, we've issued a refund per your request when you contacted us on 12/7/22. Please allow 3-5 business days for this to be reflected in your account.

  I hope this information is helpful.

  Best,

  Asheley C****

  Director of Customer Service

  Hooked and Company

*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. ↩