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Business Profile

Book, Compact Disc, and DVD Club

Harlequin Sales Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Book, Compact Disc, and DVD Club.

Complaints

This profile includes complaints for Harlequin Sales Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Answered
      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 a free trial from Harlequin Romance. I canceled prior to the free trial ending, but was charged anyway on 9/01/2022. I contacted the company and was told that I had to cancel with them, so I did that. The item was already shipped and in order for me to get a refund I had to send the item back. When the item was delivered I returned it the post office. The post office told me that I would not receive a new tracking number because the company would use the same one they issued and I can track it that way. I waited a while and contacted the company. They told me that they never received it back but would issue me the refund anyway. I waited and never received it. Now it is too late to dispute it with my bank.

      Business Response

      Date: 03/28/2023

      We have reviewed our records for ****** ******' account.   The account was cancelled as requested, her return was never received.  We have made the necessary adjustments and refunded the credit card as requested, she will see the credit within 5-7 business days.? 

      Customer Answer

      Date: 03/29/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards, 

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

      Customer Answer

      Date: 04/14/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

      As of today I have not received the  refund as indicated from the company.  

      Regards, 

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

      Business Response

      Date: 04/21/2023

      ****** ******,  There was an additional error on the refund in our system due to the credit card on file.  We have initiated a refund via a different method to refund the card on file.  Please let us know if there is anything else we can do.     

    • Initial Complaint

      Date:01/23/2023

      Type:Product Issues
      Status:
      Answered
      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 December I signed up for the Love Inspired Suspense membership with Harlequin for the free books, knowing that I would need to cancel the membership to keep more books from coming and to keep from being billed. I did send a note saying I wanted to cancel and a couple weeks later I received 6 books and a bill and a couple weeks after that, another 6 books and a bill. I don't think I should have to pay shipping to return books I said I didn't want. I tried several times to call their customer service number and never got through to anyone.

      Business Response

      Date: 02/03/2023

      Thank you for bringing this issue to our attention.  Please note, our
      membership offers invite customers to try a free introductory shipment of our books.  Upon receipt of a request, a shipment of books will be mailed.  The offer also advises, if we do not receive the shipping statement that
      accompanies the free books marked "cancel" or unless we otherwise hear from the customer via email or telephone, the next shipment will follow within four to six weeks.  Customers are informed they may cancel at any
      time; occasionally, we experience a crossing in the mail.   We
      have reviewed our records and the necessary adjustments have been made.  The above listed account is canceled with a
      zero balance.  

    • Initial Complaint

      Date:01/21/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 found an advertisement for two free novels from the above business if I simply fill out my name and address. This post card (inside of my book) did not request credit card information, nor ask for my permission or acknowledgment to be a part of a paid subscription. There was zero mention of anything other than the two free books if I mailed the postcard. After doing so, I received the two free books in the mail and was thrilled. However, I’ve now (to my shock) received a box of four more books including a bill for these books! I never requested, agreed, or ordered these novels and absolutely never agreed to be a part of a monthly program that would be billing me. This is so shady. I do not want these books or these bills!

      Business Response

      Date: 02/03/2023

      Thank you for bringing this issue to our attention. Please note, our membership offers invite customers to try a free introductory shipment of our books.  Upon receipt of a trial request, a shipment of books will be mailed.  The offer also advises, if we do not receive the shipping statement that accompanies the free books marked "cancel" or unless we otherwise hear from the customer via email or telephone, the next shipment will follow within four to six weeks. No credit card is required.  Customers are informed they may cancel at any time.  We have reviewed our records and the necessary adjustments have been made.  The above listed account is canceled with a zero balance.  

    • Initial Complaint

      Date:01/09/2023

      Type:Billing Issues
      Status:
      Answered
      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 contacted this company over two weeks ago now. I informed one of their representatives that I was charged $34.87 and had no account with them. For some reason, the representative kept trying to convince me that I made a purchase with them instead of faulting their system. I requested a refund. I do believe the rep lied to me in telling me that they would provide a refund. Once I asked her to stop interrupting me, she got snarky. I HAVE YET to receive a refund from this company. My card has been closed due to activity from this is FRAUDULENT company. Since seeing that the “pending charge” the rep told me would go away got finalized, I’ve been trying to reach out to the company. The first three times, the automated system would tell me to hold for an agent and then the line would hang up after 30-40 seconds. All subsequent 10 calls thereafter go straight to voicemail. In addition to that, the rep told me when I receive books from them, I need to return them. HAVE NOT RECEIVED ANYTHING. They are scammers. They will take your money and then block you. Do not use. You’re better off with ******. Since the conversation with the rep was recorded and she told me that I would be refunded and LIED, I’m thinking of taking legal action.

      Business Response

      Date: 02/03/2023

      Thank for contacting us, and please note our team shows a successful refund was issued January 25th back to the original card.    Please note, all calls to our 800 numbers are answered with an automated message announcing our company name however we do not have a voicemail system for customers.  

    • Initial Complaint

      Date:12/19/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered November 21. Book order in the amount of 22.06 To be delivered to *********** ****** Canada but delivered instead to Des Moines Iowa. Messages to their customer service have been ignored. Request books be delivered in time for Christmas as promised. Books were ordered in plenty of time for Christmas delivery and sending them to the wrong country is a rather big mistake. Now if my books are not sent to me express in time for Christmas I afraid that I will not be able to trust Harlequin again. 

      Business Response

      Date: 12/27/2022

      Hello, we have reviewed the information sent.  The order was placed on 11/21/2022, however one of the titles was out of stock at the time and we held fulfillment of the entire order until 12/16/2022.  This order delivered on 12/23/2022.   We will need to research why this customer received a ship confirmation email for another shipment to another address.   

      Customer Answer

      Date: 12/28/2022

      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.  

      Regards, 

      **** ********   

    • Initial Complaint

      Date:08/20/2022

      Type:Product Issues
      Status:
      Answered
      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 am to receive a box of books. That box was mailed on July 21st. As of today, I have not received the books.

      Secondly, I got charged $52.38. I was told that they would refund the money.

      This money was supposedly refunded on the 16th of the month. I have not received that money back into my account.

      I was lied to several times about the money going back into my account

      Business Response

      Date: 09/19/2022

      Thank
      you for your recent correspondence. We appreciate your concern regarding the
      products sent to ******** **** and want to help settle any questions or
      problems. Our
      membership offers invite customers to try our books. Upon receipt of a request,
      a free introductory shipment of books will be mailed. The offer also advises,
      if we do not receive the shipping statement that accompanies the free books
      marked canceled or otherwise hear from the customer, the next shipment will be
      sent out within 30 days. Customers are informed they can cancel at any time. Occasionally,
      we experience problems, and we do our utmost to have them corrected as quickly
      as possible. We
      have reviewed our records and we have refunded ******** ****’s credit card for
      two charges each in the amount of $52.38. She will receive the refunds within
      2-4 business days. We cancelled the above listed account and removed Patricia
      Kuna’s name and mailing address from our mailing list. Please allow 3-5 weeks
      for this to take effect. We
      apologize for any inconvenience. If I can be of further assistance, please do
      not hesitate to contact me at ###-###-####. Sincerely, Denise
      W********* Supervisor,
      Customer Service

    • Initial Complaint

      Date:08/01/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      My aunt gave me a book that offered a free shipment of books. It did not ask for credit information, so I assumed it would simply be the free shipment. After receiving the package of free books, I continued to receive I requested shipments of books with no other information. I then received a bill for these books, with no warning. I would say I would have been more than happy to send these books back, including the original free books, as I did NOT agree to a subscription of books, but I gave the books to the local thrift stores and furthermore do not want to be troubled with the cost or experience of shipping a package of books that I did not ask for to begin with. I believe that if I had sent the books back, I only would have been sent more books. All the books were untouched by me, and all are not products I would have spent money on. I will not agree to pay for these books when the whole situation was a scam. I received no invoices. It is clearly an attempt by the company to wrap helpless and unknowing victims into paying ridiculous fees after starting a subscription unbeknownst to them. Absolutely ridiculous for a company to do so, and I expected much more from this accredited company. If I had wanted a subscription I would have gotten one, instead I was tricked by untrue advertising. The original offer of free books did not mention a subscription at all. I would like to no longer be harassed with absurd messages threatening of creditors and collectors for merchandise that I did not solicit and had no reason to. According to some minor research of the law around this, I may consider unsolicited merchandise a gift from the business. This is mostly copy-pasted from another complaint with the same situation, but I adapted to be more true to my experience. The complaint was very well worded, however, and I thought the core message was applicable.

      Business Response

      Date: 08/22/2022

      August
      22, 2022Thank
      you for your recent correspondence.  We
      appreciate your concern regarding the products sent to ***** ****** and want to
      help settle any questions or problems.Our
      membership offers invite customers to try our books.  Upon receipt of a request, a free
      introductory shipment of books will be mailed.  The offer also advises, if we do not receive the shipping statement that
      accompanies the free books marked canceled or otherwise hear from the customer,
      the next shipment will be sent out within 30 days.  Customers are informed they can cancel at any
      time.  Occasionally, we experience
      problems, and we do our utmost to have them corrected as quickly as possible. We
      have reviewed our records and the necessary adjustments have been made.  We cancelled the above listed account and removed
      ***** ******’s             name and
      mailing address from our mailing list.  Please allow 3-5 weeks for this to take effect.  Additionally, we have removed all charges
      from the account.We
      sincerely apologize for any inconvenience.   If I can be of further assistance, please do not hesitate to contact me
      at ###-###-####.Sincerely,Denise
      W********* Supervisor,
      Customer Service

    Harlequin Sales Corporation is NOT a BBB Accredited Business.

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