Complaints
This profile includes complaints for TV Weekly Magazine's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 57 total complaints in the last 3 years.
- 25 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2024
Type:Product IssuesStatus: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 had a yearly subscription for TV weekly but I didn't get the biweekly latest issue. I called, talked to a **************** ***** asked for a replacement issue but who wanted identifying info. - name, address, birthdate, credit card #, e-mail address which I gave to her.I was somewhat taken aback when asked for ****************** card # as I thought they would have had this on file. She was difficult to understand, talked too fast, asked her to slow down, she told me she would send me an e-mail about the conversation. At that point I then asked for a refund of my remaining ************ told me I had to call ************** to confirm the refund which I did but it was a number for ********** Never got an e-mail, tried to contact them online but the ******************* was currently not available.Business Response
Date: 01/17/2025
Hi *****,
It doesn't sound like you were speaking with our support team on the descried call. Our team would never locate an account based on a credit card number.
We have located your subscription in our system under Subscription ID *******. We're not showing any recently filed miss reports or call logs, which further indicates you were not speaking with our support team.
Per your comments regarding a missing issues, we've credited 2 weeks of coverage back to your account, so it now runs through 11/01/25.
Did you wish to leave your subscription open or did you wish to proceed with cancellation of the unsent issues?
Kind regards,
**** *.
Subscriber Services
Customer Answer
Date: 01/18/2025
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
In addition I would like the correct phone number to call if I do not receive a future issue of the TV Weekly Guide.
Regards,
***** *****
Initial Complaint
Date:11/13/2024
Type:Product IssuesStatus: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'm missing an issue of the magazine. I went online to claim a credit but their "subscriber services" portion of the website has been down for days and there is no phone number given to call. I'm thinking they went under but who knows?Business Response
Date: 01/17/2025
Hi *******,
Unfortunately, an unexpected server issues temporarily decreased our communications capacity, but the issue has since been resolved and we are once again up and running at full capacity.
Per your comments here, we've filed a miss report and have credited your 11/03/24 issue. This, along with credits already issued for your 12/15, & 12/29 books, has extended your subscription through 10/25/25.
It was an unusually rough patch for delivery this holiday season, with *** receiving an unprecedented number of late/missing issue reports.
That said, delivery numbers are improving, and we hope you begin to see improvements in your delivery service shortly.
If you continue to have delivery trouble, our support team can be reached at ************.
Kind regards,
**** *.
Customer Answer
Date: 01/17/2025
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* ********
Initial Complaint
Date:11/09/2024
Type:Product IssuesStatus: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.
11/9/2024 I have had TV Weekly delivered for a number a years. I have not had delivery of TV Weekly for the past three issues, or 6 weeks. I recently renewed my subscription beginning 12/28/2024. Their online renewal was not working so I sent a check. Ive tried to get help or complain about my missing TV Weekly deliveries. Their Customer Support is not working either. I believe they went out of business. I want my money back I sent them to renew my subscription!Customer Answer
Date: 01/08/2025
Tv Weekly cashed my check and did not provide a refund. They did send me the December 29 issue of TVWeekly. The subscription expiration date on the mailing label now ******. As long as I continue to receive my issues, Ill be happy. I thank the BBB for their help.Initial Complaint
Date:11/09/2024
Type:Service or Repair IssuesStatus: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.
Hello.This is not much of a complaint that I have but for the fact that the company has provided me no other way to try and contact them except through you ( the BBB). I simply have a subscription issue whereby I haven't received my current issue. I've never had a problem with them before but now that I have, I'm finding their website is sorely lacking in any phone number support....and the **************** button says to report the missing issue and it will be credited to the end of the subscription. Fine. But when trying to do so, it says the website Services are down ( with no further customer explanation).I am left with nothing. Can't report my problem, can't get a resolution. So I turn to you for help. It would be nice to have a way to contact Support in the future (either by phone number or functional website) in order to resolve these kinds of problems in future. Meanwhile, I would simply like to continue my subscription like normal without interruption.Customer Answer
Date: 01/06/2025
Hello and thank you for allowing me this followup.
I did receive the missing tv guide issue - one week late. Furthermore, I was finally able to navigate a non-user friendly website to report the missing issue. I received no word on what was actually done. The website said that they would credit missing issues, not replace them. So, I don't know just what they did. Did they credit me or did they send me the actual issue, one week late, so they wouldn't have to credit me? I was never told.
Anyway, I'm satisfied that this matter should be closed. I cannot know if the reason I didn't receive my issue on time, ( this is the second time, by the way), wasn't a failure of the postal service delivery rather than a failure of the company in question. In that case, who is to be held liable?
Thank you for your kind and grateful assistance. Let us mark this matter as closed.
Initial Complaint
Date:10/23/2024
Type:Delivery IssuesStatus: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.
Apparently much chaos at this business! Approximately every 4-6 weeks, there is NO TV Weekly in our newspaper- San ********************* The newspaper doesn't seen to have any control. ALL TV Weekly will do is send an email with the daily files! We want the entire printed edition. Then today I receive a renewal notice for a subscription that expires in May 2025! WHY would I renew something 7-8 months in ADVANCE when there is bad service!!Furthermore the renewal notice has the name and Subscription ID on it of another customer! I happen to know that this particular customer is deceased, but however, the RENEWAL NOTICE HAS MY NAME AND ADDRESS ON IT ALONG WITH THE OTHER PARTS OF THE NOTICE THAT HAS THE OTHER CUSTOMER'S NAME ON IT! TO ME... THIS REEKS OF DISORGANIZATION WITHIN THE ORGANIZATION..... Delivery issues PLUS Billing issues! Incidentally, the other customer's name is no way similar to mine, nor is her street address similar. The only commonality is the zip code! We have never been associated with this other customer in any way with TV ********************** nor any other paid subscription of anything involving money! I want the TV Weekly BUT I want it to be delivered on time and I don't care to renew 7-8 months in advance.Customer Answer
Date: 12/17/2024
No the company has not contacted me. In the service is still unreliable and if anything has gotten worse. Now they dont even attempt to send out a replacement issue. They expect the customer to sort through the massive digital copy.Business Response
Date: 01/17/2025
Hi ********,
You should have received a letter in the mail explaining that a misalignment at the print workshop where our renewals are run caused a string of inaccurate renewal reminders to be sent out. The explanation would have accompanied a corrected renewal form with the accurate renewal rate. The print shop is an organization we hire to print and mail renewal forms. It seems several levels of their quality control checks failed and allowed such an egregious error. They have drastically restructured their quality control policies and are confident such a mistake will not occur again.
All of that said, we understand how confusing the incorrect renewal reminder must have been and we are very sorry for the inconvenience.
Regarding the timing of renewals, we tend to start sending renewal reminders out quite early: between mailed in payment transit times, processing, and the timing of our printing and shipping schedule, it is far easier than most realize for an account to lapse into an unwanted stop.That said, if/when you renew is entirely up to you! If you do not wish to take advantage of **** renewal reminders, disregard them and you are then free to use or not use later reminders.
Finally, you are registered for delivery of TV Weekly via the San ********************* So long as your subscription is active in our system, your name is included on the distribution list which is sent to the paper for each issue to be delivered.Your account is active and we are showing no recent stops or interruptions in our system. This means you have been on each and every delivery list that has been passed to the paper.
We do show 4 miss reports on file for your subscription in 2024. Your account was credited for each miss and a request for redelivery was passed to the paper each time a miss was reported to us.
If you continue to have delivery trouble with the paper, **** delivery is also available.
Kind regards,
**** E
Subscriber Services
Customer Answer
Date: 01/23/2025
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
******** *****Initial Complaint
Date:08/23/2024
Type:Product IssuesStatus: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.
Tried to renew a subscription online and I was asked for my email and name etc. Instead of renewing the subscription, it created a new account. I tried to resolve the issue via their "customer service" department online and over the phone. Online did nothing for me, and I was on the phone for over an hour trying to resolve the issue. After repeating the info over and over again, I was given a partial refund of the new account created in error. They are only refunding me $59.99 instead of the full amount of what I paid, $69.99. They are claiming $10 as a cancellation fee. I would like a full, refund. They are supposedly sending a new renewal notice so that I can renew by mail since the account to be renewed ******* does not display for me online.Business Response
Date: 09/13/2024
Hi ******,
I believe the confusion came from the fact that we were dealing with three separate accounts. 1 was the original subscription for Mr. **********
When your most recent order processed as a gift, 2 separate, additional records were created, one which housed Mr. *********** new subscription and the other which contained your information as the gift giver. As Mr. *********** subscriptions had two different delivery addresses, they were not coming up together in a system search.
To smooth things for future use, all three accounts have been merged under Customer ID *******.
Both of Mr. *********** CGM subscriptions were cancelled and refunded recently, per calls with our support team.
The $69.95 order was originally refunded at $59.95 due to our automatic $10.00 processing fee. Given the confusion, we've waived the fee and an additional $10.00 refund has been issued to the purchasing card. It should process through to you within 2-3 business days, depending on the refund policies of your card company.
Kind regards,
**** *.
Manager, *******************
Customer Answer
Date: 09/14/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]I entered the ** given, *******. It pulls up a different account for ******* somebody, and a different **. I then entered my email and it created a new account and it has the wrong billing address. It has the inmate's address instead of mine. I need the billing address corrected and need to make sure that the subscription is good until December 2026 since the original one expires in December. Also, it was NOT refunded as stated, just the duplicate one from before. No one from the business has contacted me directly, so again, I have to spend way too much time trying to renew a subscription.
Regards,
****** ******Business Response
Date: 09/30/2024
******,
******* is your Customer ID. Think of this as a parent account in that it associated with customer contact information and can house numerous subscriptions.
A Subscription ID connects to a specific Subscription. The two types of IDs are not the same.
You have been searching ******* as though it were a Subscription ID, which is why you've come across a different name and address in our system.
With the past merges and cancellations we've mentioned, your remaining active Subscription ID is *******. This stems from your $69.99 bill me later order, which was submitted on 9/14/24. It has delivery at
***** ********* 186713
PO Box 999
**********, CO 81215-0999With the first of two starter issues being the October 2024 book. The subscription currently runs through November of 2024. Once the balance due on the account has been met, the 10 remaining issues will be applied to the subscription.
Regarding refunds, one for $13.33 was issued by check on 8/26.
A separate refund of $59.99 was issued on 08/23 to card ending in 4489. Per our past exchanges here, a secondary refund of $10.00 was issued as a waiver of the processing fee, with the refund going to the same card.
We have tried to contact you numerous times by phone at **************, but have been unable to reach you.
Customer Answer
Date: 10/03/2024
[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 and confirm that the $13 was refunded to my husband September 29th finally. I never received a voice mail from the company so cannot confirm that they called me. I would have returned a call for any received message. To date, hehas yet to receive the October guide. As soon as my husband receives his October Channel Guide magazine, I will make payment.
Regards,
****** ******
Initial Complaint
Date:07/21/2024
Type:Product IssuesStatus: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 did not receive my TVWEEKLY for the weeks starting 7/21/2024Business Response
Date: 08/09/2024
A miss report for the 07/21 issue has been filed with the **** and the account has been credited for the miss.
We do have automated miss reporting available at www.tvweekly.com and by phone at ************. Any time a miss is reported, the subscription is automatically credited and the **** is alerted to the delivery error.
We also have digital issues of our 3 national books available after logging in at at www.tvweekly.com/update.
Regards,
************
Subscriber Support
Customer Answer
Date: 08/10/2024
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:07/12/2024
Type:Product IssuesStatus: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.
2/10t2024 subscription ******** 1yr $59.97. Cancelled 4/2924. 1st call sd no refund. 2nd call sd *****. Co pol full refund on can portion . Several calls since have been hung up on or put on hold for over 30 min. All calls are with people who do not speak or understand what i am asking. They admit they are not employees of tv weekly but contractors. 1 call i was told i could not cancel. I believe i only recd 5 issues. Do not like and want full refund on *** of script. By not rec of *** this is theft. Call today with *** kept saying so sorry for confusion and when i sd i would file a complaint w/BBB he sd go ahead and gave me your p# which i had. All 5 calls are different with different excuses about a refund. Tot sub scription $59.97. Your ofc closed 49 complaints in 3yrs. This seems to be alot for this type of bus ?how many have given up but BBB has them still rated A+. Let me know what happens next.Business Response
Date: 09/13/2024
Mr. ************ account was cancelled on 04/21, however a processing error resulted in a failure to refund the remaining value of the account.
When Mr. ********** called in July regarding this missing refund, a refund of $24.22 was sent to Mr. ********** on 07/10/24. This was the full value of the remaining balance on his account at the time of cancellation.
Initial Complaint
Date:05/31/2024
Type:Service or Repair IssuesStatus: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 opened a ticket to cancel my subscription on 4/23/2014 to Tvweekly that i gifted to my 91 year old father who wasnt happy with the layout of the magazine and found it very difficult to navigate and understand. On 4/25/2014 I received a response to my request as follows. ######################Bill,We can of course cancel and refund the remainder of the subscription, or we can transfer the remainder of the subscription to a friend or family member who may enjoy the magazine.Please note that the ** Weekly refund policy states that you will be refunded the balance of any remaining issues, less a $10.00 processing fee. If the balance is less than $2.00, no refund will be issued.Please let us know your preference by replying directly to this email. Be sure to include the name and address of where a refund should be sent or to which the remaining issues should be forwarded.We've placed the account on hold to ensure that no additional issues are deducted in the meantime.Best,Bekka P.#####################I replied to the email as requested an instructed ***** P to deliver the remainder of the subscription to me and provided my address for delivery. My account is still on hold and I have not received any response or update from anyone at tvweekly customer service since. I have followed up and replied back to the original email from Bekka P on 5/28/2014 and 5/31/2014 and opened another Ticket to customer service on 5/28/2014 asking for an update and confirmation of the change of address for the remaining subscription as requested from them but I still have not received any response from anyone. My subscription is still on hold and I cannot get anyone from tvweekly to help with this matter.Business Response
Date: 06/05/2024
The below was sent to this customer on 05/31 as a response to ticket #*******:
Bill,
Our sincere apologies!
There is no record of that reply coming through to our system! This is
quite unusual, so we reached out to our IT team, and they aren't finding
any response either.
Per your comments here, we've released the hold and have updated the mailing address on the account to
*************************
12 Lutheran Dr
****************-2910
The 06/02 books have already been mailed out, so your first mailing at the 12 Lutheran location will be the 06/16 issue.
Kind regards,
************
Subscriber ServicesNo response to his previous ticket, Ticket number ******* ever came through to our system.
The account was on hold for the 05/19 & 06/02 issues. Deliveries are set to resume at
*************************
12 Lutheran Dr
******, NH 03063-2910with the 06/16 book.
Customer Answer
Date: 06/05/2024
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:05/01/2024
Type:Product IssuesStatus: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.
See attachedBusiness Response
Date: 05/21/2024
A refund check for $16.13 was mailed to
***************************
PO Box 740
****************on 01/27/24
TV Weekly Magazine is BBB Accredited.
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