ComplaintsforAnnie's Publishing LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled a membership called the caring kit club. I canceled the membership and have received multiple invoices for a kit called snuggle baskets th** I never received. I have messaged customer care 3 times to resolve the issue and heard nothing from them. I recently received a letter saying they sent me the kit on Sept 3 2021 and I never paid and they are going to put a black mark on my account for non payment. I have told them I never received the kit, I do not want it, and I would liked this charge removed from my account. I have tried calling only to get put on hold and hung up on before anyone answers. I tried logging into my account and it tells me log in failed. I am not even able to access the p**terns to the kits I did receive.

  Business response

  02/24/2022

  February 24, 2022
  
  Better Business Bureau
  3600 Old Bullard Rd. Bldg. #1 
  Tyler, TX 75701
  
  **tention: P** F********
  
  Reference: Case: H. A*******, #********
  
  Dear P**,
  
  We received the complaint H. A******* submitted about not receiving her Caring Crochet kit shipment.
  
  We issued a refund to Ms. A******* for the kit on Feb. 16 in the amount of $29.06.
  
  Please let me know if I can provide any further help with this issue. 
  
  Sincerely,
  
  
  Robin Rothe
  Customer Rel**ions Manager
  Robin_Rothe@Annies-Publishing.com

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I subscribed to Annieskitclubs.com the Hook and needle club and to crochet striped afghan club. Each kit is about $25.94. I canceled the Hook and needle club because I did not receive the last 2 kits, Annie's is refusing to resend or refund me for these kits. I sent a email canceling the Hook and needle club. I called to only be told if I want a refund I have to send back the kits. I can not send back what I didn't receive and Annie's is telling me too bad and refuses to refund me or send the missing kits. Furthermore the other club the Crochet striped afghan club they canceled that club without my permission and charged me for my second kit and never sent the second kit. I am furious! So in total I am missing 3 kits, for a total of $77.82. I have tried multiple times to email with no response back and tried calling only to be hung up on. I don't know why their customer service is terrible but charging someone money for a product you are not getting is STEALING!

  Business response

  02/24/2022

  February 24, 2022
  
  Better Business Bureau

  3600 Old Bullard Rd. Bldg. #1 

  Tyler, TX 75701
  
  Attention: Pat Flanagaan
  
  Reference: Case: K. L*****, #16489132
  
  Dear Pat,
  
  We received the complaint K. L***** submitted about not receiving her kit shipments and not being refunded for the kits.
  
  We are continuing to investigate the pattern of undelivered shipments to Ms. L*****’s address with the USPS to determine the cause.
  
  We are issuing a refund to Ms. L***** for the two Hook & Needle Kit shipments she says she did not receive. Tracking indicates the two shipments were delivered.
  
  We did not cancel Ms. L*****’s Crochet Striped Afghan Club membership. It is still active and we are sending kits to her.
  
  Please let me know if I can provide any further help with this issue. 
  

  Sincerely,
  
  
  Robin Rothe
  Customer Relations Manager
  Robin_Rothe@Annies-Publishing.com

  
  

  Customer response

  03/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16489132, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  K***** L*****

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a subscription with Annie's Kit Clubs in October 2021. It is a knitting subscription from which you receive yarn and a partial pattern once a month for a year to complete a project. My third installment was incorrect- they sent me the correct pattern installment, but the incorrect yarn. I have called 4 times and have been told that they will look into it. I even had one rep take my number, contact the warehouse and her supervisor, and promise that she would call back. I have emailed customer service 4 times, only to get a robo-email confirming that they will get back to me in days. I left a comment on social media, which prompted Annie's to private message me. I told them again what the problem was, and was told that they would look into it and correct it. The only action I have gotten from them is a replacement yarn was sent to me. This was again, THE WRONG YARN.

  Business response

  01/19/2022

  January 19, 2022
  
  Better Business Bureau
      **** *** ******* *** ***** **  ****** ** *****
  
  Attention: *** ********
  
  Reference: Case: ** ****** *********
  
  Dear ***,
  
  We received the complaint ** ***** submitted about not receiving the yarn for her club membership.
  
  We shipped the yarn to Ms. ***** and have been in communication with her. She has confirmed that she received it. 
  

  Please let me know if I can provide any further help with this issue. 
  

  Sincerely,
  
  
  ***** *****
  Customer Relations Manager
  *********************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to cancel my membership. The customer service number listed is never answered. I have waited on hold for up to an hour several times on different days and it is never answered. Their website will not let you cancel online.

  Business response

  01/19/2022

  January 19, 2022
  
  Better Business Bureau
      **** *** ******* *** ***** **  ****** ** *****
  
  Attention: *** ********
  
  Reference: Case: ** ****** *********
  
  Dear ***,
  
  We received the complaint ** ***** submitted about not being able to cancel her club memberships.
  
  We have cancelled all memberships for her now and she should not receive any additional kits or charges.
  
  Please let me know if I can provide any further help with this issue. 
  

  Sincerely,
  
  
  ***** *****
  Customer Relations Manager
  *********************************

  
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Good afternoon, I am emailing you as I'd like to make a formal complaint against Annie's Crotchet Afghan Block Club. My account ID# is ********************. I purchased a gift membership for aforementioned club which monthly payments were deducted from my credit card automatically. I received an updated credit card due to change of expiration date and it appears they were unable to bill the card. I reached out to them once I received a physical bill and was advised, after I spoke with ****, that I had no payment remaining despite me receiving a bill. Last week I received another bill now charging me a late fee for ****'s error and misinformation. I attempted to pay my bill online and it indicates paid already. I reached out multiple times to no avail; however, today when I advised I'd be reaching out to you I received 2 return phone calls I was unable to answer as I'm working. The voice message left by **** provided me a non-working return phone number which I attempted multiple times. I also received a voice message from a female who did not provide her name that I had to reach back out to them to pay my bill and saying she sent me an email. I have received no email response at all and sent a third email again today after the 2nd voice message. I attempted again today to pay my bill and their website indicates my bill is paid. Again I'm not certain how to proceed with this matter as of course I will pay my bill once and if I actually have one as their website indicates I do not. I will not pay a late fee for their misinformation and website indicating my bill is paid and I'm uncertain they will call me back tomorrow or at a random time without leaving a direct phone number. This business appears very unprofessional, customer service is dishonest, and I just want to pay my bill, again if and when I have one, so I never have to deal with this company again. Please help and I very much appreciate it. ****** ******

  Business response

  01/26/2022

  January 26, 2022
  
  Better Business Bureau
  **** *** ******* *** ***** **  ****** ** *****
  
  Attention: *** ********
  
  Reference: Case: ** ******, #16468282
  
  Dear ***,
  
  We received the complaint ** ****** submitted about not being able to resolve her outstanding invoices for her Crochet Afghan Block Kit Club membership.
  
  Ms. ****** does have balances due for the last two kits sent to her. We have attempted to contact her by phone to resolve the issue twice. We are only able to accept financial information by phone.
  
  Payment can also be made through our online customer service center *****************************************************************
  She will need to log in to her account and then click on “Pay Now” to pay the balances owed. 
  
  We have removed the late fees that were previously applied to Ms. ******'s account and apologize for any inconvenience and confusion we caused her.
  
  Please let me know if I can provide any further help with this issue. 
  
  Sincerely,
  
  
  ***** *****
  Customer Relations Manager
  *********************************
  

  Business response

  01/26/2022

  Yes, she has a total balance due of $53.37 for two kits.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been trying to get in contact with Annie's Catalog since October. I have called numerous times and been put on hold for long periods of time and emailed several times with no reply. I have tried paying a bill through their website and it said no balance due. I finally wrote a letter saying all memberships should be cancelled and I included a check for the balance due (per the invoice I kept receiving). The check cleared my bank 12/27/2021. I have received a third notice on a bill I am pretty sure I have paid twice, just trying to get my account cleared with them. My account number is *********** *********, ******* ***** I would like a statement showing my account paid in full, all memberships cancelled and taken off any communication list with them. They do not have any customer service and are just taking peoples money.

  Business response

  01/25/2022

  January 25, 2022
  
  Better Business Bureau
  3600 Old Bullard Rd. Bldg. #1 
  Tyler, TX 75701
  
  Attention: *** ********
  
  Reference: Case: ** ****, #16468276
  
  Dear ***,
  
  We received the complaint ** **** submitted about not being able to resolve her outstanding invoices for her Young Woodworker’s Kit Club.
  
  We do show that her account balances have been paid as of Dec. 27, 2021. We did select additional invoices for her on Dec. 24, but those invoices were not mailed until Dec. 31 which was after the account had been paid.
  

  We apologize for the confusion and frustration caused.
  
  Please let me know if I can provide any further help with this issue. 
  

  Sincerely,
  
  
  ***** *****
  Customer Relations Manager
  **********************************

  Customer response

  02/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16468276, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Missing kits, payments taken out after membership put on hold. When trying to cancel membership the website has an error.

  Business response

  12/29/2021

  Business Response /* (1000, 6, 2021/12/16) */ December 16, 2021 Better Business Bureau **** *** ******* *** ***** ** ****** TX XXXXX Attention: *** ******** Reference: Case: ** **********, #XXXXXXXX Dear ***, We received the complaint ** ********** submitted about her ************************************ memberships. We have now cancelled both of the memberships for her. We have issued a refund to her for $28.28 USD for the ******************* kit and that should be reflected on her credit card in the next 2-3 days. We have removed the balance due on the ************ kit. Ms. ********** may keep the two kits when she receives them with our compliments. There's no need to return them to us. Please let me know if I can provide any further help with this issue. Sincerely, ***** ***** Customer Relations Manager *********************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive called numerous time to suspend my membership and each time that i have called and paid the total due they once again continue to send merchandise and the issues repeats. I have already called twice to cancel and pay total due and once again i have no received more merchandise .

  Business response

  12/20/2021

  Business Response /* (1000, 6, 2021/12/07) */ Dec. 7, 2021 Better Business Bureau **** *** ******* *** ***** ** ****** ** XXXXX Attention: *** ******** Reference: Case: ** *******, #XXXXXXXX Dear ***, We received the complaint ** ******* submitted about continuing to receive invoices for the ***************** Kit Club and ************** Club. Our records show that all balances were paid by Ms. ******* on Oct. 5, 2021. No kits have been sent to her since July, 2021. If she is continuing to receive kits, or invoices, it would be helpful to be provided with specific details about what she received. There is no balance owed on Ms. *******'s account and the memberships are cancelled. I look forward to hearing more from you so we can resolve this for Ms. *******. Sincerely, ***** ***** Customer Relations Manager

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Annie's is unable to show our account as paid in their system. We have received multiple letters stating we are past due for an item we already paid for. We had automatic payments setup through ******* but after canceling the subscription they are sending us invoices for the items we already paid for. After talking with their customer service they are stating we are paid in full, but we continue to get letters saying they will send us to collections. Their online bill pay is broken despite being stamped all over the invoices to pay online, and their customer support takes over 50 minutes to get through to pay a bill or ask about past payments as their website also does not show transaction history.

  Business response

  12/20/2021

  Business Response /* (1000, 6, 2021/12/07) */ Dec. 7, 2021 Better Business Bureau **** *** ******* *** ***** ** ****** ** XXXXX Attention: *** ******** Reference: Case: ** ********, #XXXXXXXX Dear ***, We received the complaint ** ******** submitted about continuing to receive invoices for the ***************** Kit Club. There was an outstanding balance on a kit that was sent in June, 2021. We received payment for that balance on Oct. 17. However, an additional invoice had been mailed on Oct. 22 before the payment was received. There is no balance owed on Ms. ********'s account and no further invoices or product will be sent to her. Please let me know if I can provide further help. Sincerely, ***** ***** Customer Relations Manager *********************************

*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. ↩