ComplaintsforHighlights for Children, Inc.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a 1-year subscription for my 4 year old late May/early June and have only ever received one issue. Sent multiple emails, often no response. Finally cancelled the subscription after once again failing to receive an issue and emailed multiple times for help and a refund. No reply. I canceled my subscription online, which I was hesitant to do because I didnt trust Id get a refund. Well they did, but only a partial refund even though I only ever received ONE issue. All emails have gone unanswered since. I want a full refund processed as soon as possible. I feel so bad for my daughter. This company is a scam.

  

  Business response

  10/07/2024

  October 7, 2024

  
  Dear Meredith Smith: 

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  
  After reviewing your account, it shows that your magazine order was received on June 9, 2024. With magazines, normal delivery of the first issue is 4-6 weeks, and the copy (AUG24 issue) should have arrived by July 22, 2024. Going forward, the issues are mailed so that they’ll arrive any time before the end of the month. As of today, nothing has been returned to us from the postal service marked “Undeliverable”.  A rep adjusted the subscription term on 9/10 for the missing SEP24 issue and also added your name to the “In Care Of” line on the mailing label at that time. Your subscription was canceled online on October 2, 2024, and the system generated a refund for the remaining unmailed issues from the account- valued at $21.60. A refund for the remaining $7.20 has been submitted and should appear back within 3-5 business days. The last mailed issue was the NOV24 copy, which should arrive before the end of October.
  
  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  Jeff Cundiff
  Director, Customer Contact Centers
  Account # 454375254
  JC/sre

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22380434
  
  I am rejecting this response because: 

  Early June - I purchase the subscription with PayPal

  
  10/2 - I cancel my subscription online 

  
  10/3 - PayPal sends an email at 3am stating a refund has been initiated by Highlights

  
  10/3 - later that morning, PayPal sends a confirmation the refund has been completed 

  10/3 - the refund appears in our bank our instantly 

  
  As of now, neither PayPal nor our bank shows the remaining balance refund has been received, nor initiated. Since I received an initiation email for the first refund in less than 24 hours, and a finalized refund confirmation a mere few hours later, I refuse to believe this is on my end. Digital banking, as my former profession, is practically instantaneous at this point and a refund would at least appear in banking transcripts as soon as it’s initiated. As some organizations update systems just once per day, I was willing to wait a 24 hour period. However it’s been over 48 hours now. Please provide proof the remaining balance refund has been initiated, either via screenshot or other means. I again emailed with no response. 

  
  As a side note, I resent the long, rambling deflection aimed to suggest Highlights sent issues and nothing was “returned as not delivered.” I received the first issue just fine so it was never a mailing issue. It’s illogical that USPS would fail to deliver multiple issue in a row after that. And since there are numerous complaints on here of the same nature, the most likely conclusion is these issues were simply never sent, either due to a technical error or otherwise. But I do not buy the backhanded deflection of responsibility mixed with a halfhearted apology because that simply renders the apology moot. I’m not here to argue and all I want is the remaining refund, but I’m clearly stating that this was not the fault of USPS or any carrier, nor was it an issue on my end with an incorrect address or delivery problem. 
  

  

  Business response

  10/10/2024

  October 10, 2024
  Dear Meredith Smith: 

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you again for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  
  Unfortunately, the credit card refund to PayPal was rejected, and a manual refund check was keyed on 10/7/2024 instead. This will arrive via mail (USPS) and regrettably does not have tracking. For the trouble, we’ll also be sending you a complimentary Hidden Pictures book. Once it has shipped, you will receive an email with tracking number.   
  
  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  Jeff Cundiff
  Director, Customer Contact Centers
  Account # 454375254
  JC/sre

  Customer response

  10/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22380434
  
  I am rejecting this response because: I have received the book you’ve sent, no issue, and glad you provided tracking for it. However, I have failed to received the promised balance check. My PayPal very clearly worked the first time you sent over a partial refund, so I’m unclear why it would not work a second time. Also, my address is clearly correct since I’ve received the book so there is no reason the refund balance check should not have reached me by now. 
  

  Can you please provide proof of mailing? A tracking number? Anything? I just want it to be over, honestly. 
  
  Regards,
  
  Meredith Smith

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 8, 2024 I placed an order (one single order, all at once, from the same account) with ********************** to try out three different subscriptions. By the end of August, I logged back into my account to cancel because they were not a good fit for my child. Only one subscription is listed and it said "Status: Cancelled." It is the only subscription or order ever listed in my account. I was highly dismayed on 9/14/24 to get an email notice from ****** telling me that a payment had gone through. Later, a shipment email came from Highlights. There was no advance notice and, where my complaint lies, zero indication in my account that it should have gone through. There is still no record on my account of this order, and yet I have been charged. I reached out immediately to customer service.On their end, they could see three subscriptions. I still only show one with no opportunity to cancel. **************** also said, "we've stopped all future shipments."On 9/16/24 I received another email from ******, letting me know I had been charged, and then another email from Highlights about a shipped subscription order, despite being told future orders were cancelled. Again, I cannot see anything pertaining to this order in my account.I would be happy to return the products. I need reassurance this won't happen again, but customer service is not very responsive/is vague in their responses.

  

  Business response

  09/23/2024

  September 23, 2024
  ****** ********: 

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.

  
  Our records show that you had subscriptions to three of our book club/subscription boxes: 1st Grade learning box, I Can Read Earliest Readers and I Can Read Emerging Readers-account # ******. Your ************************** learning box was canceled on 8/18,and the I Can Read boxes were canceled on 9/13. The final I Can Read shipments were already generated on 9/6 and could not be stopped at the time of membership cancellation. Ive processed refunds for those two shipments. Please allow 3-5 business days for those to appear back, and feel free to keep/donate the books with our compliments.

  
  Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  **** *******
  Director, Customer Contact Centers
  Account # ******
  JC/sre

  Customer response

  09/23/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my subscription in 2020 via my online account but they continued charging me. I called to cancel at least 2 more times in the last few years, as recently as 3 weeks ago. I requested an email confirmation of the cancellation and was told to expect the cancellation email in two weeks. It has been over 3 weeks, no email but I did receive another magazine that I’m sure my 14 year old grandson will need to throw away like the last several years. I called customer service and after going through 4 supposed supervisors, each one giving me different information such as it taking 48 hours for the email confirmation to 24 hours then 2 hours but never while I’m on the phone with them. I never requested a refund, even though I’m surely entitled to one but now I would like at least 3 years refund back. My Highlights subscription number is *********. I’ve blocked them from taking any more money through my bank so at least they can’t keep scamming me.

  

  Business response

  09/19/2024

  September 19, 2024
  **** *********: 

  
  I have received a copy of your complaint to the Better Business Bureau. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.

  
  We’re sorry for any inconvenience. Our magazine subscriptions have continuous service. When placing an order this information is provided. At the time of check out, it also states that you would be automatically renewed. It also explains that you are free to discontinue any further automatic charges by contacting customer service. An email notification is automatically sent to the email address on file about 30-45 days prior to each expiration date, alerting customers of the upcoming order/charge. As we have no record of receiving a cancellation request or any updates to the account prior to this year, we continued with the renewal orders in accordance with the details provided.

  
  While we appreciate you being a Highlights customer, we are unable to grant your entire refund request. Our records show that the magazines were being mailed each month in good faith and were not returned by the post office. We would be happy to honor a refund for the for the last 3 renewals (2021-2023, totaling $119.88) but would be unable to process a refund beyond that point. Your magazine subscription was successfully cancelled on 9/17, and the final mailed issue will be the NOV24 copy- arriving in October. 

  
  Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.
  
  **** *******
  Director, Customer Contact Centers
  Account # *********
  JC/sre

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have never ordered anything from Highlights in my life. My mother in law ordered a subscription years ago. Recently I received a notice to pay for something I did not order and have no record of receiving. I also just received an interest penalty. I thought this was a scam, but am learning it is not and learning that this is apparently a way that the company preys on people. I don't want any further contact from this business, especially if this is what they do to people. I don't even need the subscription my MIL got my children. I want them to cease any and all harassment for payment for something not ordered or received.

  

  Business response

  08/29/2024

  Hello ******, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzle Buzz account. We strive to provide superior customer satisfaction to all of our customers.
  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on March 15, 2024. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which you would be charged $0.99 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.95, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order Puzzle Buzz. Your account was successfully canceled and all charges have been removed. The final shipment mailed May 17, 2024. Please disregard any notices or mailings that you may have received and keep the items with our compliments. Your account is closed and balance is $0.00.

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you* **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

  Customer response

  09/04/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *********

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Paid $39.96 to start highlights - never got!

  phone ************ start in June. never did

  

  Business response

  07/22/2024

  Hello Ms. **********, I have received a copy of your complaint to the Better Business Bureau.  I am sorry for any misunderstanding regarding delivery of your Highlights subscription. We strive to provide superior customer satisfaction to all of our customers.
  Our records show that the first issue of Highlights should have arrived within 4-6 weeks from the date the order was placed starting with the July 2024 issue and nothing has been returned as undeliverable. I tried contacting you by phone to assist regarding your missed issues and left a voicemail. Please give us a call and we will be happy to assist further. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, J*** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased two gift subscriptions for HiGHLIGHTs magazines for my grandsons in *****. we’ve had the subscription for about seven months and recently they started sending books along with the highlights magazines. My daughter then received a bill for $40 because she didn’t return the books. She was not notified that these books were not free nor did we sign up to receive them. I feel like this is a total scam and from the other complaints I see it’s happening to other people as well. After this is rectified I’m going to cancel my subscriptions. It’s sad because my grandsons really enjoyed receiving the magazines but I find it very shady they would do this to kids

  

  Business response

  07/17/2024

  Hello *****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the Puzzle Buzz account. We strive to provide superior customer satisfaction to all of our customers.
  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on March 27, 2024. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which buyer would be charged $6.95 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that buyer (Alexa) is free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that the buyer never intended to order Puzzle Buzz. Please have the buyer contact us regarding their account and we will be happy to assist further. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # N/A
   JC/jst

• Initial Complaint

  06/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had no issues until my child was offered two free puzzle books and a tote bag if we sent in the response to a scratch off that she appeared to have "won." I filled out the return form and was sent two books. A few months later I was sent a bill saying it was overdue. I was scammed into accepting these as "free"and then expected to pay! If the company wants payment then ask up front THEN send the books. What a shame that a respected company that kids look forward to receiving magazines from would be so deceitful. I want my account closed and balance to be zero.

  

  Business response

  06/18/2024

  Hello ****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzle Buzz account. We strive to provide superior customer satisfaction to all of our customers.
  
  Our records show that we received a response to a promotional mailing for Puzzle Buzz and it was processed on October 3, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzle Buzz, for which you would be charged $0.99 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzle Buzz books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order Puzzle Buzz Your account was successfully canceled and all charges have been removed. The final shipment mailed December 15, 2023. Please disregard any notices or mailings that you may have received and keep the items with our compliments. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********

  JC/jst

  Customer response

  06/20/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

• Initial Complaint

  06/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being charged multiple times a month for a product I haven't received and am unable to cancel.

  

  Business response

  06/03/2024

  Hello Ms. *******, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the billing of your account. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you. This sounds like you are enrolled in a book club. According to the club offer details, new shipments are processed and mailed approximately every three weeks until all available clubs shipments are sent, or the membership is canceled. We were unable to locate your account with the information previously provided so I personally sent a email to you regarding this matter.

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account #N/A
   JC/jst

   

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An automatic renewal that I never approved They could not provide me with any proof I did a renewal but charged my account 4 years after original subscription for only a year

  

  Business response

  05/30/2024

  Hello Mrs. ******, I have received a copy of your complaint to the Better Business Bureau.  I am sorry for any misunderstanding regarding the renewal of your Highlights subscription. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you. After reviewing our records, it shows that the charge is for the renewal of the Highlights magazine through continuous service. You should have received an email about 30 to 45 before the renewal processed, letting you know it would be expiring and would automatically renew on the card previously used for the subscription so that the child did not miss an issue.
  

  Your account was successfully canceled on May 28, 2024 and will expire on its own ending with the August 2024 issue. A refund for $39.96 has been submitted. Refunds take 3-5 business days to receive. Once again, I sincerely apologize for any inconvenience you may have experienced. Please feel free to contact us at customerservice@highlights.com with any additional questions or concerns

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We keep getting bills from the ********** ****** **** when we have NEVER ordered anything from them. We have sent multiple letters, asking them to stop sending us books. Yet they continue to come. Today I received a bill asking me to pay for books that I never ordered and charging penalties because I did not use my own money to return books I never ordered. This is outrageous! They need to take us off of their list and zero out any balance associated with the account. The bill also says they have not received any correspondence from us, but that is not true. I have documented correspondence. I have excellent credit and no revolving debt. If this bogus charge hits my credit report, I am going to be livid!

  

  Business response

  05/23/2024

  Hello ***, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your ****** **** account. Providing a world class customer experience is our top priority and I apologize that it wasn’t demonstrated to you.
  
  Our records show that we received a response to a promotional mailing for ****** **** and it was processed on November 28, 2023. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of ****** ****, for which you would be charged $6.95 plus a nominal shipping and handling charge.  A free book and tote bag were also to be included in the introductory shipment. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new ****** **** books every three weeks at $13.90, plus shipping and handling. 
  
  It is clear from the information you sent to the BBB that you never intended to order ****** ****. Your account was successfully canceled and all charges have been removed. The final shipment mailed March 6, 2024. Please disregard any notices or mailings that you may have received and keep the items with our compliments. 

  Once again, I sincerely apologize for any inconvenience you may have experienced.  Should you have any further questions or concerns, please feel free to contact me at 1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.

  Thank you, **** *******
   Director, Customer Contact Centers
   Account # *********
   JC/jst

  Customer response

  05/23/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ****

*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. ↩