Complaints

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

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• 

  Hallmark Cards, Inc.

  2501 McGee St Mail Box 100 Kansas City, MO 64108-2615

  
• 

  Hallmark Cards, Inc.

  PO Box 419034 Md 500 Kansas City, MO 64141-9034

  

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 never received any kind of response from them like they stated they would.

  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

  
  

  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.

   
  
  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,
  
  
  
  **** *********

  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.

  ****

  
  

• 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.

   
  
  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

  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

   

  
  

• 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.

  
  
  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,
  
  
  
  ****** *****

  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!

• 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.

  
  
  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,
  
  
  
  ****** ********

  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,

  ****

  
  

• 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.

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

  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,
  ****

• 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.

   
  
  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: 01/07/2025

  ******* *

  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.

  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.

  
  
  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,
  
  
  
  ******* ******king 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.
  
  
  
  
  

• 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.

   
  
  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,
  
  
  
  ******** *******es 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.

  ****

• 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