Complaints

This profile includes complaints for Hooked & Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hooked & Company has 11 locations, listed below.

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• 

  Hooked & Company

  4 Mountainview Ter Suite 301 Danbury, CT 06810-4116

  
• 

  Hooked & Company

  2931 E Mccarty St Jefferson Cty, MO 65101-4431

• 

  Early Moments

  1269 N Wood Dale Rd Wood Dale, IL 60399-0005

• 

  Early Moments

  1269 N Wood Dale Rd Wood Dale, IL 60399-0005

• 

  Hooked & Company

  915 W Harmony St Neosho, MO 64850-1630

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:09/19/2023

  Type:Billing 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.

  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

  Date: 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

  Date:08/30/2023

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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

  Date:07/25/2023

  Type:Product 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.

  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

  Date: 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

  Date:06/26/2023

  Type:Billing 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’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

  Date: 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 Answer

  Date: 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

  Date: 06/30/2023

  Dear *****,

  I have refunded you through February.

  Best,

  Asheley

• Initial Complaint

  Date:06/02/2023

  Type:Billing 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 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

  Date: 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

• Initial Complaint

  Date:05/10/2023

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date: 05/11/2023

  Hi *****,

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

  Best,

  Asheley

• Initial Complaint

  Date:04/20/2023

  Type:Billing 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 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

  Date: 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

  Date:02/06/2023

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 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

  Date: 02/09/2023

  Dear *****,

  Thank you for your reply.

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

  Best,

  *******

  Customer Answer

  Date: 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

  Date:12/06/2022

  Type:Billing 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 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

  Date: 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