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Business Profile

Magazine Sales

National Geographic Partners, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Magazine Sales.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Keep receiving National Geographic Magazine copies covered with sticky glue on the cover (seem to be run-off glue from when magazines are wrapped for shipping - same glue as used in the wrapping/packaging) Problem has been going on for about a year now. _____________________________________________________________________________Tried to resolve the issue several times directly with the company over the last year unsuccessfully, they gave me an extension of my subscription a while back but keep ******* this issue which is still happening as of the last copy I received. I have sent pictures a while back (even though the glue isn't visible as it is a thin clear layer) but I keep getting replies asking me over and over the same requests as if this was the first time I contacted them, communication is going in a circle without resolution._____________________________________________________________________________At this point I would be satisfied with just this ongoing problem finally getting fixed, but I would prefer also getting a refund for the renewal subscription amount I just paid on September 16, 2024 (USD $69) as this seem like a fair compensation.

    Business Response

    Date: 11/06/2024

    Dear Mr ***** *****,

    Thank you for reaching out to us. We sincerely apologize for the inconvenience youve experienced with the glue residue left on your National Geographic magazine. We understand how frustrating this can be, especially when it affects the quality of your reading experience.
    We take customer feedback seriously and appreciate you bringing this to our attention. Our printer is very sensitive to quality control and goes to great lengths to make certain the magazine is properly packaged for delivery.  The process involves a measured strip of glue being applied to the inside the wrapper at an extremely high speed just before being secured.  It is in all parties interests to have the minimum amount applied to ensure closure of the wrapper.  Once this is done, there is no way to check whether the glue leaked onto the cover until the wrapper is opened by the customer.  If the situation continues, we kindly ask that you please let us know and we would honor a refund. 
    Again, we apologize for the trouble, and we appreciate your understanding as we work to resolve this issue.Thank you for being a valued subscriber, and we look forward to continuing to serve you with the high-quality content you expect from us.

    Sincerely,

    National Geographic Customer Service

    Customer Answer

    Date: 11/08/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 22293363

    I am rejecting this response because:

    The business is offering a refund but no refunds were actually applied to the items related to this complaint. This may be in part because I wasn't clear in my previous communication when I ask a refund for the upcoming subscription fee I paid back in September which was really just cancelling future subscription. I have attached the receipt for the subscription fee related to the complaint, this is what should be refunded, thank you. 


    Regards,

    ***** *****








    Business Response

    Date: 11/18/2024

    Dear Mr. *************** check refund in the amount of $69 was issued on November 12th and mailed on November 13th. 

    Please let us know if there is anything further we can do to assist. 

     

    Sincerely,

    National Geographic Customer Services

    Customer Answer

    Date: 11/20/2024

    [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    ***** *****

  • Initial Complaint

    Date:05/22/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 have canceled my NatGeo subscription more than once, and still getting emails and mail with bills. STOP sending this c*** to me. I no longer have a subscription and you will not get another dime from me. Your company has become yet another shady corporation that cannot be trusted.

    Business Response

    Date: 05/28/2024

    Dear ***********************,

    Thank you for contacting National Geographic.  We do apologize to hear about the situation regarding cancellation of your subscription.  Upon investigation we did see the account was on auto renewal, which was then moved to a bill me order.  The subscription has been fully cancelled and you do not owe any money.  We apologize for any confusion and inconvenience.  Please let us know if we can be of further assistance.

    Thank you,

    Tray Pelt

    Sr. ***************** Operations and Customer Care

  • Initial Complaint

    Date:05/13/2024

    Type:Product Issues
    Status:
    Resolved
    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 requested that my subscription be canceled back in September 2023. Nat Geo said they would cancel my subscription and cancel my auto renewal. I was just charged for another auto renewal and the customer service rep at Nat Geo said there would be no refund. All I'm asking for is that they refund my credit card. They are unwilling to do so.

    Business Response

    Date: 05/22/2024

    Dear ***************************,

    Thank you for contacting National Geographic Kids and Little Kids.

    We apologize for any confusion or inconvenience this may have caused. We have looked at our records and found that both the Kids and Little Kids subscriptions were cancelled and fully refunded.  Please see the details below:

    Kids gift renewal placed on May 6, 2024, was refunded in full for $34.00 on May 24, 2024.
    Little Kids gift order placed on September 5, 2023, was refunded in full for $30.00 on September 7, 2023.

    We hope you find this information satisfactory and in accordance with your records as well.  Again, we apologize for the confusion and please let us know if we may be of further assistance.  

    Thank you,

    *******************

    Sr. Manager - Operations and Customer Care

    Customer Answer

    Date: 05/24/2024

    [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    ***************************

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Regarding the National Geographic Magazine Services:Several years ago we purchased a subscription for Nat Geo Kids and were billed automatically monthly (2 x $2.99). We have tried several times to cancel. We have an email confirming cancellation in Feb 2023 but now have been billed again for the subscription. Calls to the customer service have not been effective in confidently cancelling the subscription.

    Business Response

    Date: 07/14/2023

    Dear **********************,

    Thank you for contacting National Geographic magazine.  We are sorry to hear about the difficulty experienced with cancelling your subscription.  We have shared this with a customer care manager that will be reaching out to you directly to have this situation remedied.  We apologize for the confusion and inconvenience caused in this matter.  While we realize that apologies are in no way a substitute for the fine service each customer is to receive, we sincerely hope you will accept ours.  I appreciate this opportunity to be of service and if you have any further concerns, please let me know.

    Sincerely,

    *******************

    Director, Operations and Customer Care

    Business Response

    Date: 07/17/2023

    Dear **. *********,

    We appreciate the opportunity to address your complaint regarding cancellation/refund of your subscription.  First, let us offer our sincere apology for the frustration experienced during your recent communications with National Geographic customer care.  We want you to know that we have alerted our customer support manager to reach out to you directly to confirm processing of the cancellation, arrangement of a refund and address any other concerns.  While we realize that apologies are in no way a substitute for the fine service each customer is to receive, we sincerely hope that you will accept ours.

    Sincerely,

    *******************

    Director, Operations and Customer Care

    Business Response

    Date: 07/19/2023

    Dear *********,

    Thank you for reaching out and giving us the opportunity to assist you with your subscription.  We are sorry to hear that you experienced difficulty in canceling your subscription.  When looking up your account we did see a subscription to National Geographic digital that was being charged at the rate of $2.99/month.  We have gone ahead and cancelled that subscription and issued a refund of $11.96 going back to February.   We apologize for any confusion and inconvenience caused in this matter.  While we realize that apologies are in no way a substitute for the fine service each customer is to receive, we sincerely hope you will accept ours.  If you have any further concerns you may reach us at **************.

    Sincerely,

    *******************

    Director, Operations and Customer Care

  • Initial Complaint

    Date:11/15/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 was charged twice by National Geographic Beyond King Tut on September 20, 2022. Upon our arrival at the venue in Boston, Massachusetts, I was in the process of buying 3 tickets when a sales associate/ representative suggested I purchase tickets online instead to save money. I purchased 3 tickets online using my phone for $115.50 but was charged simultaneously for the 'at venue' price of $165.56. I have been in communication with representatives at National Geographic regarding this issue but to no avail. My request for reimbursement of the venue price for 3 tickets of $165.56 has been denied. Thank you for your time and attention in this matter.

    Business Response

    Date: 12/08/2022

    Dear *******************,

    Thank you for contacting National Geographic.  This message was forwarded to our colleagues on the touring show team.  They have refunded the purchase and should be in contact if they haven't already.  The money will be back in your account in the next 5-7 business days.  We apologize for the inconvenience and the initial handling of the situation.

    Thank you,
    Tracy P*****

    Sr. Manager Operations and Customer Care

National Geographic Partners, LLC is NOT a BBB Accredited Business.

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