Business Profile

Wholesale Greeting Cards

Hallmark Cards, Inc.

Complaints

This profile includes complaints for Hallmark Cards, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

40 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/13/2025
Type:Sales and Advertising 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 was sent a message to enter their contest to win $500 towards purchasing their keepsake ornaments. It stated to go, click the ornament beside ornaments to add to your wishlist and submit the list to be entered to win. I followed those instructions and submitted. The screen then said thank you, your local store will contact you when your wishlist arrives so you can come pick it up. I never asked them to ship anything anywhere nor did I agree to purchase any of them. I spoke with customer service, Tyler, and he was rude and no help. He told to call the local store to edit my list. I told him I never ordered anything and this was false advertisement. He told me he was done and ended the chat. I shouldn't have to call a local store because the company is tricking people into making wishlist and sending them to the local stores to be picked up. I will not be purchasing anything from them ever again and it shouldn't be my responsibility to call them to get it corrected.
Business Response
Date: 05/13/2025
Thank you for sharing your recent experience with
Hallmark. We always aim to meet—and exceed—your expectations, and I’m sorry to
hear that we fell short this time.
One of our Care Liaisons, *****, will be reaching
out to ensure you’re properly entered the contest and that your wish list is
successfully cancelled. We sincerely apologize for the confusion and truly
appreciate the opportunity to make things right.
Warm regards,
****
Senior
Director of Care

Customer Answer
Date: 05/29/2025
I never received any kind of response from them like they stated they would.
Business Response
Date: 05/30/2025
Good morning - your wish list has been cancelled, but the good news is you are still entered in our contest. We replied on May 13 with the information below. We apologize if this email was not received or went to a spam folder.

--------------- Forwarded Message ---------------
From: Hallmark Care [*****************]
Sent: 5/13/2025, 4:53 PM
To: **********************
Subject: Wish List will be cancelled

Hello *********

Thank you for reaching out to Hallmark Consumer Care.

We are cancelling your Wish List, and you will not be charged for any ornaments associated with it. Please allow 24 hours for the Wish List to be cancelled on your Hallmark.com account.

Best,

Hallmark Care
************** ****************
*****************
Initial Complaint
Date:05/12/2025
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 want my name and account deleted from this company. I reached out via chat asking why I am missing a $2.00 reward from my account because I wanted to place an order online! The coupon was there yesterday and now its missing! Your customer service rep did not resolve my issue and did not bother in helping me. Soon as I said I am not placing an order she decided to end the conversation, clearly you want to lose customers. So I will be one of them. (See the attached transcript)
Business Response
Date: 05/12/2025
Thank you for bringing this to our attention. Before we close your account, I would like to offer to make it right and give you a $5 reward in Crown Rewards points. I do apologize for your experience with our Advocate. Would you like for me to add the points to your account, or would you like for us to close your account and remove your information? Please let me know - we value your business and would like to keep you as a Hallmark consumer.
****

Customer Answer
Date: 05/17/2025

Better Business Bureau:

You can add the reward to my account.

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:04/30/2025
Type:Customer Service 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.
Tried to call today several times to ask simple questions and could not get the answers or a supervisor. What I did get from one of your employees was a filthy text message, I took care of that. When a consumer calls and your CS Support does not know much of anything, its sad and this is what I encountered today. Could someone from corporate please call me so I can ask the questions. It also has nothing to do with patience, when I have to repeat myself several times, this is cause for working harder not smarter, I DO NOT LIKE TO WORK HARDER, I PREFER TO WORK SMARTER AND YOU CS SHOULD HAS WELL.
Business Response
Date: 04/30/2025
Thank you so much for taking the time to share your recent experience with us. I'm sorry to hear that you felt unheard during your call, especially when you were simply looking for help. That is not the kind of care and attentiveness we strive for at Hallmark, and I want you to know your voice matters to us.
We've had some delays recently that may have impacted the flow of your conversation with our team, and I completely understand how frustrating that can be - especially when it feels like you're not being listened to. Please accept our sincere apologies for the experience and know that we're actively working on improvements to prevent this from happening in the future.
I have reviewed your three contacts from yesterday and I am happy t share that another season of the show your were inquiring about will be streaming soon! We know how much our viewers look forward to stories that bring warmth and connection into their homes and we can't wait to share what's next on the British series.
Thank you again for your patience and for giving us the change to make things right. If there's anything more we can do, I'm just a message away.
****
Senior Director of Care, Hallmark Cards

Customer Answer
Date: 04/30/2025

Better Business Bureau:
Well I appreciate this response I asked for a phone call and this response really talks about nothing and doesn’t even know if the questions I’m asking have been answered So why would you send this
Initial Complaint
Date:04/11/2025
Type:Service or Repair 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.
Bought a computer from HSN 12/24 and it came with bundles vouchers for my computers, my Hallmark Studio V22 stop working on my computer and **** said it was not compatible with my computer.
It was working fine for 3months and now it is not working and he stated it was nothing he could do when I called the tech support team on 4/11/25. I aksed him would it work on my HP computer and he said no, then I said I was going to file a complaint because I am paying for products that not working properly and he won't even trouble shoot the issue. I have had Hallmark before and it has no expiration date and **** was not even trying to offer the correct software to update the problem at hand or issue.
Business Response
Date: 04/15/2025
Hello,
We're very sorry to hear that you're disappointed by the service you received after reaching out to Hallmark Card Studio and we're glad that you let us know. Hallmark Card Studio is a product sold by Creative Home as a Hallmark licensee. Hallmark provides the creative material, while Creative Home provides the technical expertise and support.
Because we want you to be completely satisfied and we reached out to Creative Home on your behalf. We have confirmed that one of the managers reached out directly and has promised to send a free software upgrade as soon as it becomes available.
If you have further questions, we encourage you to contact the customer support team at Creative Home directly at ************ or by email: ****************************.
Thank you for the opportunity to respond to your concerns!
Customer Answer
Date: 04/15/2025

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.
The manager was very kind and will get intouch with me soon, I will wait for them to restore or send me a new program and, I am grateful for the immediately response.

Sincerely,

****** *****
Initial Complaint
Date:03/16/2025
Type:Customer Service 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.
******** never delivered was told by customer service that he was not in charge of post office and no supervisor to help. Since I am hadicap I cant get out I asked them to resend but I dont think they will. Giving me a credit does not help me
Thank You
****** ********
Business Response
Date: 03/17/2025
We sincerely apologize for this issue. We have refunded your account AND reprocessed your order at no charge. We are also paying for expedited shipping. Here is your new web order - Order Number: WEB112962668.
Thank you for contacting Hallmark Care.
****

Business Response
Date: 03/19/2025
We have processed a refund AND reshipped the product at no charge to you. The order will come in two separate shipments. Here is the tracking for shipment one coming expedited.
FedEx Tracking ************ for part of the order.
Thank you,
****

Customer Answer
Date: 03/19/2025

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:01/17/2025
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 ordered ornaments and received them but the individual boxes were damaged. I contacted Hallmark and they said they would either exchange them or refund my money. I said I would like to exchange them because I really wanted these ornaments. They checked and said there was no problem because they were in stock and would send them after I return them. I sent them back and now they said they are nit in stock and refunded me for less than what I paid.
I want a replacement and think they should go to a third party seller and obtain these ornaments for replacement. Also, the refund they issued was less than the amount I paid.
Business Response
Date: 01/21/2025
Good morning - we do apologize for the damaged boxes you received with your order from Hallmark. The initial credit only included items received by our returns team. Unfortunately we are unable to replace the damaged boxes/product. We did issue an additional credit for the difference this morning and an email was sent to the email address we have on file.

Return ******** has been created successfully for the amount of $55.23.

For your future reference, this has been assigned case* ********.
Thank you again for making us aware of the issue and giving us a chance to fully refund you for the damaged product.
****
Business Response
Date: 01/22/2025
Thank you for reaching
out and sharing your concerns. We sincerely apologize for any frustration
caused by your recent order experience.
We have now processed a
full refund for your order ************ to ensure your satisfaction. Your order
was placed on December 26, 2024, during our after-Christmas sale, when
inventory for Hallmark ornaments is especially limited. Due to the high demand and
reduced pricing during this time, availability can be more unpredictable. We are unable to order these ornaments for you from the two retailers you shared, but we have processed the full refund.
We truly value your
business and appreciate your understanding.
Best regards,
****
Customer Answer
Date: 01/23/2025

Complaint: ********

I am rejecting this response because I have not received a full refund for the replacement cost. The difference is ~$113.

Sincerely,

******* ******
Initial Complaint
Date:01/06/2025
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 ordered Christmas Cards on December 11, 2024. Expected shipping date was December 21, 2024. I cancelled the order and asked for a refund on January 3, 2025. On January 5, 2025, Hallmark.com charged my credit card (twice) for the same purchase. I never received the Christmas cards.
Business Response
Date: 01/07/2025
******* *
Thank you for bringing your concerns to our attention. We
sincerely apologize for any inconvenience caused regarding the pending charge
on your credit card.

Upon reviewing your
account, we see that your order is currently in the process of being canceled.
As a result, the pending charge on your card should automatically drop off
within the next 5 to 7 business days, depending on your bank’s processing times.

Please be assured that
we are committed to resolving this matter promptly and ensuring that your
experience with us meets your expectations. If you have any further questions
or concerns, please don’t hesitate to contact us directly at *******************m.

We appreciate your
patience and understanding.

Sincerely,
****
Senior Director of Care
Hallmark Cards, Inc.
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because: I have not received a refund from previous complaint. On top of that, On January 9, 2025 I was charged AGAIN ($41.34) for the same Christmas cards that I never received.

Sincerely,

******* ******
Business Response
Date: 01/10/2025
I do apologize that we have disappointed you once again. Our order processing system did end up putting your order through. However, we have refunded the complete amount. You will likely still receive the product from Hallmark free of charge as an apology for the issue.
Please let me know if the charge on your card does not come off in the next 5-7 business days.
****
Customer Answer
Date: 01/14/2025

Complaint: ********

I am rejecting this response because: On Yesterday, January 13, 2025 my credit card was charge Once Again. THIS IS THE THIRD TIME Hallmark, Inc. has charged my card. This is very inconvenient!. I have to go back and forth with my bank, and I will take Legal Action is this rogue activity from Hallmark, Inc. does not stop.

******* ******
Initial Complaint
Date:12/18/2024
Type:Customer Service 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.
On Dec 7th, 2024, my wife and I tried to order a Christmas gift on Hallmark.com. The order would not go through. We tried several times and it kept giving an error message. There is no problem with the credit card we used, but we tried another card just in case. Same result.

In fact, the following day I check our VISA (2 VISAS) and one had 14 Pending Transactions and the other had 3 Pending Transactions. They were all of the same order, which was one item.

I called the Fraud Dept of one credit card to insure we weren't being charged the now several hundred dollars in unfulfilled Hallmark orders. They assured me at that point, and for the next 9 days, they were all pending and not funded.

Finally, today, Dec 17, there was one pending transaction left on both cards. The others had cleared. I presume those will disappear tomorrow or the next day.

So tonight, we attempted to order ONE MORE TIME, using yet another credit card. And you can probably guess the result since I'm taking time to report this to the BBB. There was an error on the website, and on our card another pending transaction.

This has been incredibly frustrating, and at this point the Christmas Present, meant to be sent to a friend in time for Christmas, has not been ordered and likely won't get to her in time if ever.
Business Response
Date: 12/18/2024
******* -
Thank
you for bringing this matter to our attention. I want to sincerely apologize
for the frustration and inconvenience you’ve experienced while trying to place
your order on Hallmark.com. We strive to provide a seamless shopping
experience, and it’s clear we fell short in your case.

We
have reviewed your concerns and would like to address them:
1. Pending
Transactions: We understand the frustration caused by the multiple pending
charges. These typically result from unsuccessful order attempts and should
clear automatically, as no funds were withdrawn.
2. Technical
Errors: Our team has been made aware of the error messages you encountered.
We are actively investigating the issue with our payment processor and website
platform to identify the root cause and ensure it does not happen again.
3. Missed
Gift Opportunity: We deeply regret that this issue has prevented you from
successfully placing your order in time for Christmas.

To
make amends, we would like to offer you a gift card for use on a future order. I will be sending this out today to the address you shared with the BBB.

We
value you as a customer and appreciate your patience as we work to resolve this
issue. Thank you for giving us the opportunity to make things right.

Warm
regards,
****
Senior
Director of Care
Hallmark
Cards, Inc.

Customer Answer
Date: 12/19/2024

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:12/10/2024
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.
Dear Hallmark Customer
Service what is going on with your online ordering process? Several weeks ago I sent an order for $118.11 for 4 National Lampoon ornaments but you only sent out one. I had to spend almost an hour trying to get this sorted out on the phone and was reassured the other 3 would be shipped out but today I received yet again only 1 ornament in a tiny box with an invoice clearly showing 3 should have been inside so I am still missing 2. I am extremely frustrated that it’s taken me 2 phone calls and several weeks now to get this sorted out and that they refused to send the missing ornaments out in expedited shipping so again I have to wait for all 4 of my orders. This is ridiculous and a poor reflection of Hallmark Customer Service on an almost $120.00 order with no apologies at all and no reassurance that they will not make the same mistake yet again while I sit and wait. Please respond as the telephone customer service is severely lacking! I am including 2 images clearly showing a small box with only 1 ornament inside and the invoice clearly showing it should have had 3.
WEB*********
********
Business Response
Date: 12/11/2024
We would like to apologize for the issues you experienced when placing an order online. We are shipping you two more orders and using overnight shipping. You should receive them tomorrow or Friday at the latest. Thank you for bringing this to our attention and your patience.
****
Customer Answer
Date: 12/13/2024

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:11/27/2024
Type:Delivery 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 input an order for 1 item and processed my order. I received an email stating I was receiving the same item twice, one delivered to my home and one delivered to a store 30 minutes away. I contacted the companies "customer service" the representative told me there was nothing that could be done until I received the items, then I was to call them and they would attempt to process a return. I asked for a supervisor and have been on hold for 30 plus minutes.
Business Response
Date: 11/27/2024
Thank you for bringing this matter to our attention. You will be contacted by ***, Care Liaison, from Hallmark Care to ensure we address your concern and resolve this issue.
Regarding your hold time, we are sorry for that as well. We do record every interaction our consumers have with our Advocates. We will review this case and address the Advocate and retrain on proper hold procedures.
Given the holiday this week, you will likely hear from *** on Friday.
Thank you,
**** - Senior Director of Care

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Hallmark Cards, Inc. is BBB Accredited.