Complaints

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:11/09/2023

  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.

  I received two magazines [Oct and Nov] from Vanity Fair magazine that had my name and address on the subscription label. I contacted Vanity Fair and was told it was ordered through 3rd party agency (Magazine Gold/Instant Retail Solution). I did not order or subscribe to Vanity Fair magazines. This is fraud.

  Business Response

  Date: 11/29/2023

  MagazineGold's clients include an opt-in magazine subscription offer as part of their customer acquisition or registration path. The subscription is offered free of charge. The subscriber is made aware of the subscription offer (see attachment) during the registration or checkout path. Individuals can simply opt-out of the no-charge subscription offer if they do not wish to receive the publication. We do not receive the customers credit card information and do not charge customers directly for the subscription. They may cancel at anytime. We have cancelled *** ***** subscription and removed the name from our database. 

  Customer Answer

  Date: 11/29/2023

  [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 was not made aware of any subscription offer. The response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  *** ***

• Initial Complaint

  Date:08/23/2022

  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.

  I placed two orders for magazines in April 2022. I have yet to receive a single issue of either. When I e-mailed Instant Retail Solutions about Real Simple through https://magazinegoldcard.com/Contact.aspx, they said they weren't the publisher. Who cares if they're not the publisher?___________________________________________________________ Order Confirmation: Your subscription is fully paid for. It will not automatically renew, and you will incur no charges related to your subscription order. Your order # is: RD-*******. Voucher Code: Z9V7TZGG7G. Magazine Name: Real Simple. Subscription Length: 12 Months. Number Of Issues: 12. Name: *******************************. Address: *************************************************************. Email: ***************************____________________________________________________________ Order Confirmation: Your subscription is fully paid for. It will not automatically renew, and you will incur no charges related to your subscription order. Your order # is: RD-*******. Voucher Code: 99M9V7GKDJ. Magazine Name: House Beautiful. Subscription Length: 12 Months. Number Of Issues: 6. Name: *******************************. Address: *************************************************************. Email: *************************** Please keep this confirmation for your records. Digital subscriptions will start immediately.

  Business Response

  Date: 09/20/2022

  ******************** placed subscription orders for Real Simple and House Beautiful magazines at our website. We processed the orders with the magazine publisher. The publishers confirmed that the orders were processed and they are mailing the magazines to ********************. Sometimes the start issue of a magazine subscription is delayed, which may have triggered ************************ complaint on non-delivery of his Real Simple subscription. We have since reached out to ******************** to get a status on the delivery of his magazines. We have no record of ******************** contacting our customer service department prior to his ******************** complaint.

  
  

  Customer Answer

  Date: 09/20/2022

  
  Complaint: 17744034
  
  I am rejecting this response because:
  
  The merchant's response to the BBB obviously is dismal. I have received zero issues of "House Beautiful."  The merchant's response to me differs than its response to the BBB.  Their "oh well" response to the BBB doesn't sit well.  Their response to me gave more details, "Hello. I have contacted the publisher to determine the reason
  you have not been receiving your magazines. House Beautiful is being
  serviced by DoorFront Direct. It is a delivery method used by your zip
  code. I have had this removed from this service and you will now begin
  receiving your issues through **** beginning with the December issue.
  You have been extended for the missed issues and your new expiration
  date is Oct/Nov 2023."
  
  So, which response is correct...the one the merchant gave to me or they one it gave the BBB?
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/28/2022

  We regret that the customer has experienced delivery issues on his magazine subscription. We can confirm that the order was processed and that the magazine publisher has been sending the magazine to the correct address. Unfortunately, our company have no control over postal delivery related issues. We have arranged for the publisher to add additional issue to the customers magazine subscription and will be checking in with the customer in the near future to see if the postal delivery issue has been resolved.

  
  

  Customer Answer

  Date: 09/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.However, using the *********** as an excuse for not sending out the magazines is despicable. 
  
  Regards,
  
  *******************************