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:11/18/2024

  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.

  I attempted to log into Hallmark.com multiple times to place an order yesterday and once I got in discovered that the large amount of points I had accumulated over years of purchases was gone leaving me with a few hundred, and that in store purchases made with my member card by family members during ornament premieres this year were not credited. I don’t know if I still have receipts but the amount of the July purchase was $555.12 plus point bonuses. Seems funny that I noticed this happened after massive website changes and the launch of their new paid program.
  
  To top this off I had already downloaded their app and linked the rewards account, yet the website is offering me a bonus of 600 points to download it. I have now deleted it since I’m fed up with this company.
  
  I have contacted Hallmark and so far all I’ve gotten is an offer to cancel one reward.

  Business Response

  Date: 11/18/2024

  Thank you for contacting Hallmark. I would like to apologize for your experience. I can certainly understand your frustration and disappointment after spending time and money at Hallmark during several of our seasonal events - I am a huge Keepsake fan and made several large purchases myself. I have asked ******, one of our Care Liaisons that specializes in Crown Rewards, to investigate what occurred with your account. She will be contacting you and making this right.

  I want to thank you for being a Hallmark consumer and hope you will continue to give us a chance. We believe in creating a more caring and connected world, and your current experience is not what we strive for. We will do what we can to earn your trust back.

  Thank you,

  ****

  Customer Answer

  Date: 11/18/2024

   
  
  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 at the moment while the investigation on their end is occurring as I understand it takes time to figure out what happened, it may change depending on what they say they found.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/14/2024

  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 purchased two Hallmark "Signature" cards for $12.99 a piece and when I got them home, the quality of both cards was terrible. The paper 3D decoupage was coming off and the quality of the cards themselves was terrible. When I called the Hallmark customer care line, I was treated with indifference and told to take the cards back to the store, because it was not their problem. I have been a Hallmark customer for over forty years, and I feel the treatment by Hallmark over this issue was horrific.

  Business Response

  Date: 11/15/2024

  Mr. ******** -

  We are sorry you feel like your experience with our Consumer Care team was not ideal. We have reviewed the two cases you opened with the Care team. In your initial contact with Care on November 12th, you shared the following - "I
  purchased two "Signature" Thanksgiving cards today, and after I
  returned home I realized the price of each card was $12.99. It was my
  mistake in not checking the price of the cards in the store, but I feel
  Hallmark is price gouging for their cards. I have bought Hallmark cards
  for over forty years, but I guarantee you these will be the last
  Hallmark cards I will purchase. Your company is robbing the consumer
  for cards that certainly aren't worth that price." You did not share that the cards themselves were damaged or not in ideal shape. When you contacted Care again on November 14th, you complained about the price again and then hung up on the Advocate. In those transcriptions, you did not share that the product itself was damaged. If you are not satisfied with the quality of the cards, then you can return them to the store where you purchased them from. We do offer a variety of products with a range of price points.

  If you have any issues with your in-store return, please contact me, the Senior Director of Care at ********************* 

  Thank you,

  ****

• Initial Complaint

  Date:11/05/2024

  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.

  I was unable to access my account last week for no apparent reason. I tried repeatedly to change password to try and open it, but each time was denied with a script that email and password don’t match. I called and customer service (2nd time) said they could see where someone on their end noted my husbands account has been conflated with mine. They said that had been repaired and wait 24 hours. If not working call back. I’ve called back repeatedly and was told they were working on it, but customer service has no idea if that’s correct. I was told tech services would call me. No calls. I’ve called again and was told it was complicated by someone who said they don’t know what’s wrong. I’m frustrated and cannot get by first level of phone responders with no help on the horizon.

  Business Response

  Date: 11/15/2024

  Thank you for sharing your experience with Hallmark. I would like to apologize for the issue with your account. Having a technical issue with a company that you enjoy shopping with is quite frustrating. You should have heard from Joe on our Care team. He has shared that he is working with you to create a new account and ensure you are correctly set up with all of the right information moving forward. If you require further assistance, please reach out to me directly at ******************** and I will make sure everything gets settled.

  Thank you again for contacting Hallmark. Again, I apologize that it had to reach this level in order for you to feel like you were heard.

  Warmest regards,

  **** - Senior Director of Care, Hallmark Cards, Inc.
  

  Customer Answer

  Date: 11/18/2024

   
  
  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:10/29/2024

  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 tried to purchase item from Hallmark's website that had BOGO on Christmas wrapping paper. I had 2 @ $16.99 and 2 @ $4.99. Instead of taking off 1 of each it took off for the 2 @ $4.99. I contacted Hallmark several times with no help. I was told that the software system automatically takes off the lowest price items. This is what their website says: BOGO Free Holiday Gift Wrap—Buy one, get one free Add two holiday gift wrap products to your cart to get this special offer. (Reg. $1.29–$15.49). Exclusions apply. Shop holiday gift wrap Valid 10/18/24–10/27/24 while supplies last only at participating Hallmark Gold Crown stores in the U.S.A. and Hallmark.com. Valid on the purchase of 2024 Hallmark-branded holiday gift wrap. Not valid on past purchases, Image Arts or scented wrapping paper. Discount will be taken on an item of equal or lesser price, as chosen by Hallmark. Hallmark.com orders require U.S. billing and shipping addresses. Customer is responsible for any applicable sales tax, shipping and handling. Subject to availability. I explained that the language was vague and to me I should have received 1 free $16.99 wrap and 1 $4.99 but they keep saying sorry but there's nothing they could do although they agreed with my viewpoint. I did not place the order but still would like them to honor that so I can purchase these items and in the future use better language when having these offers. I did go to my local Hallmark and received BOGO but they didn't have all the items I wanted. I can provide more informaton if needed.. Thanks for your assistance.

  Business Response

  Date: 10/30/2024

  *** **** *

  Thank you for reaching out and sharing your experience with our website and Customer Service team. As you mentioned in your concern, the legal copy around the offer states - "BOGO Free Holiday Gift Wrap—Buy one, get one free Add two holiday gift wrap products to your cart to get this special offer. (Reg. $1.29–$15.49). Exclusions apply. Shop holiday gift wrap Valid 10/18/24–10/27/24 while supplies last only at participating Hallmark Gold Crown stores in the U.S.A. and Hallmark.com. Valid on the purchase of 2024 Hallmark-branded holiday gift wrap. Not valid on past purchases, Image Arts or scented wrapping paper. Discount will be taken on an item of equal or lesser price, as chosen by Hallmark. Hallmark.com orders require U.S. billing and shipping addresses. Customer is responsible for any applicable sales tax, shipping and handling. Subject to availability." The line, "as chosen by Hallmark" does enable Hallmark to determine which item in your cart best aligns with the offer. However, I would like to help you continue to enjoy the holiday season and celebrate with those around you. If you can provide the two skus you mentioned in your complaint, and a valid mailing address, I will get this order placed for you and shipped free of charge. We want to bring more joy to the world this holiday season and want you to have that opportunity as well.

  Thank you,

  ****

• Initial Complaint

  Date:10/07/2024

  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.

  I signed up for the new Hallmark Plus streaming service that includes a new reward program. On September 10th I logged into my Hallmark Plus account and connected Hallmark + with my Crown Rewards Account. I reached out by chat to confirm how and when my first rewards, a welcome pack and my first $5 monthly reward would come by their CS Chat. They stated to give it a few days. 9/10/24 I received an email stating to check out my new benefits. 9/12/24 I received an email with a link to claim my Welcome pack. The link did not work and I reached out to CS Chat again and was told again to give it a few days. I then reached out by chat and phone a couple more times. 9/25 I reached out by chat and phone and was told my issue was escalated and would be handled within 2 to 3 days. I received multiple emails threads over this time, at first stating I was ineligible for rewards due to my form of payment, which was against the terms policy and incorrect. 10/1/24 I received an email confirming I was eligible and should be receiving my rewards. That the past email threads and CS Chat/Phone were misinformed. Hallmark apologized in this email. Then sent me instructions to link my account. I sent proof my account was already linked and stated I cannot see my rewards in my account. I received multiple emails from Hallmark Care repeating the link instructions each thread since then. I keep replying I have linked my account and this must be a technical issue on their end. To which I receive a blanket canned instructions to link my account again. I have a child in a stage of cancer care and this was a present for him. Something we were extremely excited about has become a daily email that takes 24 hrs to receive a pointless canned response that does not rectify or fulfill the obligation of this membership. I am so surprised and appalled this is the type of customer service Hallmark provides. An endless loop with no solution. I want my account fixed & be compensated for my missed rewards.

  Business Response

  Date: 10/09/2024

  Thank you for bringing this to our attention. We sincerely
  apologize for the inconvenience you experienced with both Hallmark+ and our
  Consumer Care team.
  
  We’re happy to inform you that we’ve resolved the issue with
  your account, and you should now be able to access your benefits. Your Welcome
  Gift is available until November, and you can find it on your account dashboard
  at ************. Please follow the instructions in your account to redeem
  it. Additionally, we’ve ensured that your October rewards are now correctly
  displayed on your dashboard.
  
  Unfortunately, we are unable to restore the September
  offers. As a token of our appreciation for your understanding, we would like to
  send you a $10 gift card that can be redeemed in-store or on ************.
  To ensure we send it to the correct address and to ensure your privacy, please
  confirm your mailing information by emailing us at *********************
  
  Once again, we apologize for the inconvenience, and we hope
  you continue to enjoy Hallmark+.
  
  Thank you for your continued support,
  ****
  
  

  Business Response

  Date: 11/11/2024

  We apologize for the inconvenience with your Hallmark+ account and your benefits. We have opened a ticket to take a look at your account. It does appear that your November rewards are available now. We also issued points to your account that are equivalent to a $5 coupon. We also sent you a $5 reward to your email so you have it immediately in your inbox to use. This particular rewards has an expiration date of April 12, 2025. It can be used in store or online.

  Again, we apologize for your experience and value your membership. Please don't hesitate to reach back out if there is anything more we can do to assist you.
  

  Customer Answer

  Date: 11/11/2024

  
  
  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:04/15/2024

  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 purchased Hallmark Card Studio on March 29, 2024 at *****pm. I downloaded it but didn't use it for several days. When I finally started using it, It checked for updates but it wouldn't install them when first opening the software. I just got error messages instead. Then I experienced deletion of my previous pages when I went to a new page, nothing being saved after saving and the program shutting down regularly, with no warning. When I would go back in, my document would be gone. I started contacting Hallmark on April 8 the first day of the issues. I received one response total. When I tried what they requested and it didn't work, I wrote right back. I've emailed them every day since then but have been completely ignored. I've asked for a refund the past few days but no responses. I sent my emails to both ******************************** and **************************** to no avail.

  Business Response

  Date: 04/17/2024

  Thank you for allowing us to assist you with this concern. We apologize for your experience with our software. Your order has been refunded. Please allow up to 3 days to appear on your **** statement.

  We appreciate your business and hope you will shop with us again soon.

  ****
  
  

• Initial Complaint

  Date:04/04/2024

  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.

  I have been a customer of Hallmark for as long as I can remember. I have accounts with Hallmark Crown Rewards and Hallmark Movies for years. I had not received an email from Hallmark Crown Rewards for a little bit and upon checking the last email I received was on January 2, 2024. I logged into my Hallmark Crown Rewards account on April 3, 2024 to find an updated website stating, "Welcome to our new look!". Upon further inspection of my Crown Rewards account everything had been wiped out when they updated the website. All of my Crown Rewards points were gone and my entire order history was gone as well. The website states, "You haven't ordered anything with this account yet." The only thing that was remaining was my Crown Rewards Member number of ************ and my address. I telephoned Hallmark Customer Service and as well Hallmark Corporate Office first speaking with ******* and then with *******. ******* left me on hold for almost 25 minutes, the call lasing almost half an hour only to ask me when my last order was. Both confirmed that my account was totally wiped out and that there was no longer an order history present nor my points accumulated. I was so upset that I stated I was going to be contacting the Better Business Bureau or higher up the Corporate Office. I ordered for years via online Hallmark and whomever updated the website entirely wiped out all of my account activity. I repeatedly stated to the Customer Service Representatives that I can't be the only one that happened to. I'm requesting Crown Rewards points be credited back to my account in an amount that Hallmark believes would be fair for years worth of orders or a Hallmark Gift Card that I can use. I thank everyone for their cooperation.

  Business Response

  Date: 04/05/2024

  Thank you for giving Hallmark another opportunity to address
  your concern. I am in cluding the information that the team was able to find
  and what we are doing to address your Crown Rewards account. We show that you signed
  up for Crown Rewards on 4/25/2020 – account number ************. If you
  had a previous Crown Rewards account, we were unable to locate it across all of
  our other platforms outside of .com.
  
  The email address we have on file for you is **************************. Please reply back to this email if we have the wrong email address or if you
  could possibly have another account with Hallmark. Of the last 50 emails that
  Hallmark sent to this address, only 8 of these were opened which is likely why
  you have stopped receiving marketing from Hallmark. We can work with our targeting
  team to get you back on certain marketing communications, but given the lack of interaction with those emails, you were likely removed.
  
  Regarding your online order history, we can see back 180 days.
  You should be able to see your order history now after our .com team made a few
  adjustments behind the scenes once the new look/feel launched. We show that you have not placed an order with Hallmark since 2022 using a Crown Rewards account. We also show that the last eStatement you received from Hallmark was in June of 2023.
  
  We value your business and want you to continue shopping with
  us. Keep in mind that when you order online (we show a few crayon orders in the
  2022), you need to make sure you are logged into your Crown Rewards account.
  For those web orders in 2022, there wasn’t a Crown Rewards account number
  given, so no points were awarded. I am going to have the team add 1,500 points
  to your account. If we do not have the right email address as stated above, or
  if you have another CR account, please reply to this email and we will continue
  to investigate your concern.
  
  Thank you,
  ****
  Sr. Director of Care
  

  Customer Answer

  Date: 04/05/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and I will kindly accept the resolution.  I would like to thank everyone involved on my behalf.  
  
  
  
  Sincerely,

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

• Initial Complaint

  Date:02/19/2024

  Type:Delivery 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 February 4, 2024 I placed an order for six cards (web*********). On January 6, 2024 I received an email stating the order was shipped (**** tracking number 9434******************). I checked with **** today and to date they have not received the package from Hallmark.

  Business Response

  Date: 02/19/2024

  Good afternoon - we reviewed the order you referenced and wish to apologize for the delay. We tried to contact you last week to offer our apologies and let you know we will be refunding your account and adding any coupons or points used on the order.

  We understand how frustrating is can be to order online and then not receive the product. While we do everything we can to fulfill our orders, occasionally we do experience issues with our shipping partners.

  Thank you for your understanding,

  ****

  Business Response

  Date: 02/26/2024

  Good morning, ***** - you should have received the email below from my inbox, *******@hallmark.com. It is possible it went to your spam/junk account. As you requested, we did refund the order. We apologize for the issues with shipping. As you will see below, we are sending you a gift card to apologize for the issue.

  Dear ***** ***** 
  
  I'm writing about your recent Better Business Bureau complaint for your Hallmark.com order. 
  
  As requested in the complaint, a refund was issued for ************* and points were returned to your ***** Rewards account on Feb. 16, 2024. 
  
  We are so sorry there was a failure on Hallmark's part for your Valentine's Day cards not arriving as promised. 
  
  As a token of our gratitude for your loyalty throughout the years, I am sending a Hallmark Gift Card that I hope you enjoy redeeming at Hallmark.com or your nearby participating Gold Crown store.  It should arrive in 10-14 days. 
  
  Thank you again for your ongoing loyalty.
  
  Warmest Regards,
  
  ****  
  Director of Care

  Customer Answer

  Date: 02/26/2024

   
  
  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:01/12/2024

  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.

  In 2023, I randomly stopped receiving Gold Crown emails (monthly statements, Just Because ("JB") coupons, certificates, etc.). The "JB" coupons were not appearing in my online account either. The email Customer Care Team (*****************) worked with the backend IT team to fix the issue, as they were showing I was opted-in for emails and postal mail but the system wasn't generating the "JB" coupon and it wasn't emailing me for some reason. This was fixed after nearly 4-5 months of back and forth.
  
  In December I stopped receiving these specific emails again (I did not receive my "JB" coupon or my monthly summary), so I reached out to ***************** and expressed my concerns. I was told my account had been opted out of emails, so they opted me back in. Note: I never opted-out so your system did that on error.
  
  In January, I once again did not receive my monthly statement or my "JB" coupon and no "JB" coupon was generated in my online account either. I tried emailing with ***************** and was told all they can tell me to do is check my SPAM/JUNK mail because I am opted-in and there is nothing more that they can do and they closed the case!
  
  I replied there is clearly an error on the backend and asked why they can't engage their backend IT team to review the issue like before. I am opted-in to receive emails and postal mail but your system is not sending me anything and is not generating the "JB" coupon at all.
  
  If items were being emailed and I was just not receiving them, the "JB" coupon would be in my online account, but for two months now, I've received NOTHING. The backend system is not generating it as it should and your care team won't work to find out why.
  
  I want my account researched and your backend system fixed so I start receiving emails again (monthly statement, "JB" coupon) and I want at least 600 courtesy points to replace the coupons I didn't receive. I asked for this 3 times and your care representative ignored me each time I asked.

  Business Response

  Date: 01/17/2024

  Thank you for reaching out once again to Hallmark around the issue with your Crown Rewards account. We escalated this case to our internal partners and have identified the issue. You should start receiving emails from Hallmark once again in the coming weeks. We have already reviewed your CR account and added an additional 4,500 points making your new balance 12,722.
  

  Please accept our apologies for this issue. We are constantly working to improve our consumer's interactions with Hallmark.

  Warmest regards,

  ****

  
  

  Customer Answer

  Date: 01/26/2024

   Complaint: ********
  

  Hello,

  I appreciate the response from the company; but, I would like to keep this matter open until I can confirm I am once again receiving emails.  The next "Just Because" card coupon and summary email should come on February 1 or so.  I would like to make sure this happens before I say whether or not the company resolved the matter.

  Also, I would like to know what exactly was wrong (what the internal partner found) so I can stop this from happening again in the future.  This is the second time this has happened and no one tells me what the problem was - just that they found an issue on the internal side of things.  This time, to get it fixed, I had to open a BBB case because the Customer Service representatives refused to open an internal investigation and instead told me there was nothing more they could do and to just check my SPAM (a blow-off answer).  So I would like to know what the problem was, so if it happens again, I can tell people what to look for and/or I would like a direct email contact to someone that can actually help (perhaps the person fielding BBB complaints) so I don't have to contact BBB again for help in the future if the same issue happens again.  The normal email for Customer Service does nothing but go to representatives who are nothing but unhelpful.

  
  Sincerely,
  
  
  
  ******* * ****** **

  Business Response

  Date: 02/12/2024

  Good afternoon - I just wanted to follow up and make sure you received your February correspondence from Hallmark that included your monthly free card. I believe you left your concern open to ensure you received the next month's email(s).

  Please let us know if you are still having any issues with our marketing correspondence.

  Thank you,

  ****

  Customer Answer

  Date: 02/21/2024

  Hi,

  I am finally receiving the emails again; however, my two requests have been ignored and unanswered:

  (1) WHAT broke on my account on the backend so that if this happens again, I can specifically tell your customer service team what to look into (since they are not helpful whatsoever)?  This is the second time this has happened to my account so something is breaking frequently and I want to know how to have it resolved ASAP if it happens again in the future; and,

  (2) I asked for a specific contact (not the generic customer service address or chat platform - but the contact information of who is handling this BBB claim) so I can reach out directly in the future if the problem happens again.

  I don't think asking to know specifically what was broken and for direct contact details is asking too much so I don't have to open a BBB case in the future for the same issue is asking too much.

  If I can get these two pieces of information, I am happy to resolve this case satisfactorily.

  Thanks,

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

  Business Response

  Date: 02/22/2024

  You can reach out to my direct email address of ******************** if you have any issues with your account in the future. At this time, we are not able to share what happened with your account due to proprietary information in how Hallmark handles our data.
  

  Thank you,
  ****
  

• Initial Complaint

  Date:01/03/2024

  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.

  THERE IS NO DATE OF TRANSACTION BECAUSE I DID NOT MAKE IT. I DID MAKE A PURCHASE OFF THE MAHOGANY/HALLMARK WEBSITE 12.10.2023 ORDER NUMBER ***** IN THE AMOUNT OF $97.37. I PURCHASED THRU PAYPAL. WELL, ANOTHER $62.32 WAS CHARGED TO ME THRU PAYPAL. IT WAS NOT MADE BY ME AND OVERDREW ON BANK ACCOUNT. I OPENED A CASE THRU PAYPAL BUT MEANWHILE PAYPAL HAS TRIED TO DEBIT THE MONEY AGAIN AND SAYS THE COMPANY HAS UNTIL 12.24.2023 TO RESPOND. PP ADVISES I ATTEMPT TO CONTACT HALLMARK - AS WE SPEAK I AM ON HOLD WITH THE NUMBER THAT HALLMARK CHAT PERSON TOLD ME TO CALL 800 650 4505. I HAVE SENT 3 EMAILS, WAITED ON HOLD (TODAY IS GOING ON 3 HOURS ON HOLD) ATTEMPT TO GO THRU ****** (THEY HAVE SENT A NOTICE) NO RESPONSE!!!!! THERE IS A AUTO-RESPONSE TO THE EMAIL THAT SAYS TYPICAL RESPONSE TIME IS 24 HRS - HA WHAT A JOKE!!! I HAVE TRIED EVERYTHING I CAN THINK OF THE TALK TO THESE PEOPLE FOR 12 DAYS. PLEASE HELP ME!!!

  Business Response

  Date: 01/05/2024

  *** ******** - thank you for reaching out and letting Hallmark address your concern. We did review your account and have provided a full refund for the amount of $62.32 on 12/24/23. Please let us know if you have not received this refund and we will further investigate your case in our system.

  Thank you again for the opportunity to serve you and make this right,

  ****

  Business Response

  Date: 01/08/2024

  We can provide a Hallmark $50 gift card that will not expire and can be used in Hallmark Gold Crown stores or on Hallmark.com. Our records do show that this transaction was initiated and approved. We are attaching three images where our systems shows the order and the approval through *******

  Please let us know if you would like the $50 gift card and the address where we should mail it to.

  Thank you,
  ****
  

   

   

  Customer Answer

  Date: 01/08/2024

   
  
  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,
  
  
  
  ****** ********