Business Profile

Magazine Publishers

Highlights for Children, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

153 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/11/2025
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.
After two days of looking with no help from customer service I finally found a way to cancel it, however it should have all been cancelled the first time. But apparently, they are not listed together under my account as they should have been so I couldn't cancel the whole order. And I was under the impression it was a monthly book club not two. So, I have been charged for two book clubs for one child since I ordered originally. Not sure why your system is so messed but its very confusing to grandparents ordering for grandchild and ends up costing way more than is expected and impossible to cancel everything if I have to go search for what didn't get canceled with the rest of the order.
Business Response
Date: 06/12/2025
Hello Jennifer, I have received a copy of your
complaint to the Better Business Bureau. I am sorry for any misunderstanding
regarding your I Can Read Membership account. We strive to provide
superior customer satisfaction to all of our customers.

Our records show that we received an online order for I Can Read Earliest Readers and I Can Read Emerging Readers and it was processed on November 13, 2024. The
promotional material for parents included with the order form indicated that
you could receive an introductory shipment of I Can Read, for
which you would be charged $5.44 plus a nominal shipping and handling
charge. The details stated that you were free to cancel at anytime. Or, if you chose to
continue in the club, you would receive a new shipment of Earliest Readers and Emerging Readers every month at $25.00 plus shipping and handling.

It is clear from the information you sent to the BBB that you never
intended to continue receiving I Can Read Earliest Readers and I Can Read Emerging Readers. Your account was
successfully canceled on June 11, 2025. The final
shipment mailed June 10, 2025. Your account is closed and balance is $0.00.
Once again, I sincerely
apologize for any inconvenience you may have experienced. Should you have
any further questions or concerns, please feel free to contact me at
1-888-372-6433, Monday through Friday, 8:30 AM to 6pm PM, EST.
Thank you, Jeff
Cundiff
Director, Customer Contact Centers
Account # 399667
JC/jst

Customer Answer
Date: 06/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23455792

I am rejecting this response because:

I couldn't cancel it as it wasn't showing up on my order to cancel when I cancelled the magazine which was on my orders list. Well before the new month was sent. I finally found it to cancel after contacting CS for assistance I didn't get til after it was mailed already. I ordered one mag sub and 1 I can read. In November. When I realized I had been paying for two I can read all that time I cancelled both, I thought, as I canceled everything listed.

Regards,

Jennifer Brooks
Business Response
Date: 06/16/2025
Hi, Jennifer. We understand your concern and apologize for any inconvenience this has caused. Our records show your account is closed and balance is $0.00. All future shipments have been cancelled as requested. Once
again, I sincerely apologize for any inconvenience you may have
experienced. Should you have any further questions or concerns, please
feel free to contact me at 1-888-372-6433, Monday through Friday, 8:00 AM to
4:30 PM, EST.
Initial Complaint
Date:05/18/2025
Type:Product 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 an offer from Highlights for Children to receive a new product and only pay shipping, and then cancel the deal to not be charged. I did not of those things, and continue to receive bills for the puzzles I did not receive, because I canceled the subscription.
Business Response
Date: 05/20/2025
Hello ***, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzlemania account. We strive to provide superior customer satisfaction to all of our customers.

Our records show that we received a response to a promotion for Puzzlemania and it was processed on May 28, 2024. The promotional material for parents included with the order form indicated that you could receive an introductory shipment of Puzzlemania, for which you would be charged $0.00 plus a nominal shipping and handling charge of $3.49. The details stated that you were free to cancel and return one of the books with no further obligation. Or, if you chose to continue in the club, you would receive two new Puzzlemania books every three weeks at $13.90, plus shipping and handling.

It is clear from the information you sent to the BBB that you never intended to order Puzzlemania. Your account was successfully canceled and all charges have been removed. The final shipment mailed July 12, 2024. Please disregard any notices or mailings that you may have received and keep the items with our compliments. Your account is closed and balance is $0.00.

Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM to 6pm PM, EST
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 05/20/2025
[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 accept the business's response to resolve this complaint.

Regards,

*** ****
Initial Complaint
Date:04/15/2025
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 placed an order on November 14, 2024. I never received the merchandise for which I paid $150.57. I filed a dispute with my bank stating I never received the merchandise. I sent my bank the documentation of the merchandise tracking which clearly shows it was never delivered to me. My bank refunded my money BUT since November of 2024 Highlights has ignored my letters, emails and phone calls and have sent me harrassing emails and letters demanding payment, stating I never contacted them and threatening late fees. I told them that billing someone for merchandise never received is a violation of the Fair Credit Reporting Act. Yet today, five months later they are still harassing me. I want them to stop billing me for something I never received.
Business Response
Date: 04/16/2025
Hello *********, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Highlights Merchandise account. We strive to provide superior customer satisfaction to all of our customers.

Our records show that your merchandise order placed on November 14, 2024 was successfully delivered to a different address provided on review. It is clear from the information you sent to the BBB that you never received merchandise items. Your account was successfully canceled and all charges have been removed. Please disregard any notices or mailings that you may have received and keep the items with our compliments. Please allow 30 days for all mailings to fully cease.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM to 6pm PM, EST.
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jt
Customer Answer
Date: 04/24/2025
I am attaching a letter I sent to Highlights over a month ago with tracking of the order showing it was never delivered to me and showing that after researching my dispute with Highlights and asking my bank to refund my money they agreed that I never received the merchandise and refunded my money. Yet up until yesterday - five months later I am still getting harassed by Highlights demanding payment for this merchandise.

-********* *****
Initial Complaint
Date:02/17/2025
Type:Service or Repair 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.
On December, the 15th of 2024 I ordered a subscription from highlights for children to be sent to a recipient Of my choosing. Following 1.5 months without that individual receiving the subscription, I called highlights for children who said the issue must have been lost in the mail. Following further discussion in that regard, the first issue might have been lost but subsequent issues during that period of time would also have to have been lost. It is now February 17th, and my recipient has yet to receive the first issue. I was sent a query from highlights for children asking ME how the recipient enjoyed there first issue? This is totally unacceptable.When I called highlights for children today the 17th of February. They said because Kinston was a minor the person to who I send this the subscription. It's possible that they did not recede the notice of delivery. That is absurd *************** doesn't care what the name is on the envelope, even if it is occupant.
Business Response
Date: 02/24/2025
Hello Moon Family, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding delivery of your Puzzlemania subscription. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.
Our records show that the your first issue of Puzzlemania should have arrived starting with December 2024 issue and nothing has been returned as undeliverable. We have verified the delivery address and added a parents name to the mailing label on February 17, 2025. Your subscription has also been extended by 3 missed issues and will now expire ending with the August 2025 issue. We have sent a replacement for missed issue. Please allow 7-10 business days to receive.
Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 03/01/2025
As of today, March 1st, 2025 the recipient STIIL has not received the first issue of the paid for ($72) "Puzzlemania" subscription ordered on December 15th 2024.
This file must remain open
Thank you. *** ****

Business Response
Date: 03/06/2025
Hello Jan, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Puzzlemania magazine account. We strive to provide superior customer satisfaction to all of our customers.

Our records show that a replacement was mailed on February 24, 2025 and should have arrived within 5-7 business days of mail date. Your replacement should have arrived by March 5, 2025.
I personally sent a response to your email regarding this concern.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM to 6pm PM, EST.
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 03/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22951496

I am rejecting this response because:

Regards,

*** ****
Initial Complaint
Date:02/06/2025
Type:Service or Repair 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.
Subscription of Highlights 5 magazine ordered in September 2024 during Christmas sale. 3 children were affected. One subscription in *********** was sent beginning in October. The other 2--one in **************, the other also in ***********--have still not been delivered! I have been in constant contact with the customer service folks, get many requests for more information including the names of the PARENTS! I received a refund check for the cancellation of Highlights magazine for my 12 year old grandson but the company mixed up his name with his 3 year old brother's name. I was promised that the magazines would begin in January but today is Feb.6 and my grandson's mom says nothing has arrived yet. This is INSANE!! And I'm tired of fighting with Highlights people!!
Business Response
Date: 02/11/2025
Hello *********, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the delivery of your High Five magazine subscriptions. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.

After reviewing our records, it shows your orders should have arrived within 4-6 weeks starting with the November 2024 issue and nothing has been returned as undeliverable. We have been confirming the delivery address, as well as adding a parent or guardian's name to the shipping information to help with the delivery as an attempt to resolve your concerns regarding a missed issue. We will be more than happy to adjust your subscriptions for issues missed once we verify our records are correct. Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM to 6pm PM, EST.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Initial Complaint
Date:01/27/2025
Type:Product 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.
Highlights magazines offered a deal around Christmas time last year for $30 for a year's subscription to the service. I purchased three subscriptions as gifts for the kids in my life and everything processed like normal. Until about a week later when I received an email stating that I had a balance of $46.45 due. I reached out to their customer service to inquire as to why I had a balance due when I paid $90 for all three subscriptions up front. They said they incurred an issue with my payment for one of the subscriptions. I told them that my original purchase price was $30 so I wasn't understanding why they were attempting to collect $46.45. They replied that they could honor the $30 but I initially was overcharged so I asked them to just collect the difference. They said they couldn't do that. I asked for a resolution and they said they would take care of the charge for me and that my subscriptions were all set. Another few weeks goes by and I get another email stating that I owe $46.45. I reached out yet again and told them how frustrating this situation has been and that I have all of the back and forth emails that took place to get it resolved in the first place. I told them to cancel the order if they couldn't get it resolved so they said they would cancel it. That's where I currently am in the process and I suspect they will be reaching out again stating that I owe money in another couple of weeks, to which I will get someone on the phone and see what it is they are not understanding.
Business Response
Date: 01/30/2025
Hello ***** Family, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the billing of your Highlights magazine subscriptions. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.
After reviewing our records, it shows your orders processed on December 2, 2024 was processed using our promotional offer for 12 months for $30.00. A separate order was processed on December 4, 2024 without a promotional code used. Our records show your unpaid orders were successfully cancelled on January 27, 2025. Please disregard any notice for payment. Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern.

Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM - 6 PM, EST.
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst

Customer Answer
Date: 01/30/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22864184

I am rejecting this response because: I would like to not have to cancel the third subscription. I want all of the kids in my life to have access to their subscriptions. I cancelled because it was the only way I could see to successfully get out of the continuous loop of being asked for payment. I do not wish to continue if I am just going to be asked for payment again in a few weeks, but if we could have resolved and kept all three subscriptions, that would have been my ultimate preference. I do not need any further assistance, I just wanted to respond about how disappointing it is that I now do not have that subscription to offer.

Regards,

Akliatese ******-*****
Business Response
Date: 02/01/2025
We will be more than happy to honor your additional order for the same price offered. Please give us a call at **************, Monday through Friday, 8:30 AM to 6pm PM, EST. Once again, I sincerely apologize for any inconvenience you may have experienced.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 02/04/2025
[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 accept the business's response to resolve this complaint.

Regards,

Akliatese ******-*****
Initial Complaint
Date:01/18/2025
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 placed an online order (order **********) for $323.69 on 11/23/2024 with Higlights. The order had three parts, where each part was to ship to a different address. I received shipping confirmation e-mails for two parts of the order, which were received. I did not receive a shipping confirmation for the third part and it was not received. I contacted Highlights' customer service by email several times about this, providing screen captures and PDFs showing what I ordered. They are denying it. Upon review of my credit card statement I saw that they not only charged me for everything, they overcharged me by $34.10. I had hoped to resolve this dispute directly with Highlights, but I now feel they are being intentionally difficult.
Business Response
Date: 01/22/2025
Hello Kayte, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the billing of your account. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.

After reviewing our records, it shows your orders was successfully processed on November 23, 2024. It appears two of your subscriptions orders were not processed using the promotional offer you were presented at time of order. I have adjusted your orders to reflect the promotion received and you will be refunded $25.72. Refunds take 3-5 business days to receive. Your four magazine subscription orders now value 12 months for $30.00 plus tax. For the inconvenience, I have added a complimentary issues to the end of each subscription and your subscriptions will now expire ending with the January 2026 issue. I personally sent a response to your email regarding this concern.
Once again, I sincerely apologize for any inconvenience you may have experienced. Should you have any further questions or concerns, please feel free to contact me at **************, Monday through Friday, 8:30 AM to 6 PM, EST.
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst

Customer Answer
Date: 01/22/2025
Highlights has resolved part of the problem. They have acknowledged and claimed to fix the magazine subscription issue for *****. They have not acknowledged or resolved the Deluxe Baby & Toddler gift set I was charged for but that they did not ship. It is listed in the **** that I included with the original complaint. I have included it here again. I have also included screen shots for her portion of the prefer, taken on the day the order was placed.
Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22829423

I am rejecting this response because: Highlights has resolved part of the problem. They have acknowledged and claimed to fix the magazine subscription issue for *****. They have not acknowledged or resolved the Deluxe Baby & Toddler gift set I was charged for but that they did not ship. It is listed in the **** that I included with the original complaint. I have included it here again. I have also included screen shots for her portion of the prefer, taken on the day the order was placed.

Regards,

***** *******
Business Response
Date: 01/24/2025
Hello Kayte, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your merchandise order. We strive to provide superior customer satisfaction to all of our customers.

Our records show that your merchandise order placed on November 23, 2024 for the Deluxe Baby and Toddler Set was successfully delivered by **** on November 30, 2024. Your tracking number for delivery is: 9241990240788072621177. Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22829423

I am rejecting this response because:
I ordered two Delixe Baby & Toddler gift sets - one for ****** in *********, ** and one for ***** in *********, **. Highlights only shipped one of the gift sets - one to ******. I received a shipping confirmation e-mail when ******** shipped. ***** has not received hers. I also never received a shipping confirmation e-mail for hers. Highlights did not ship it but I was charged for it.
I recommend that Higlights do the following reconciliation exercise:
(1) look at the list of items in the **** of the order confirmation e-mails they sent to me the day I placed the online order.
(2) compare the entire list of items to what they actually shipped out.
They will see a big discrepancy. They only shipped 1 of 2 Deluxe Baby & Toddler gift sets. But they charged me for both.

Regards,

***** *******
Business Response
Date: 01/29/2025
Hello Kayte, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your merchandise order. We strive to provide superior customer satisfaction to all of our customers.

Our records show that your merchandise order placed on November 23, 2024 for the 1 set of the Deluxe Baby and Toddler Set. Which was successfully delivered by **** on November 30, 2024 to ******* I was unable to locate any additional order placed for item. Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern

Customer Answer
Date: 01/30/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22829423

I am rejecting this response because: Highlights' record of my order is flat-out wrong. They have charged me for items they did not ship to *****. They need to open, read, and make an effort to comprehend the attachments I submitted with this complaint that show order confirmations THEY SENT TO ME. Look at the order confirmation e-mails!!!!! Look at them!!!!!

Regards,

***** *******
Business Response
Date: 02/07/2025
Hello Ms. ******** I am sorry for any misunderstanding regarding your orders. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you. I checked our records and it seems we were unable to access a payment received for the second Deluxe Baby & Toddler set mailed for *****. We have sent a complimentary set to *****. Please allow 1-2 weeks to receive.
Once again, I apologize for any inconvenience you may have experienced.
Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 02/10/2025
Are you providing the attachment I have uploaded to your website to Highlights? Based on their responses they are either not getting them or completely incapable of reading and doing math.
Business Response
Date: 02/21/2025
Hello Kayte, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the delivery of your order. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.

I am sorry I was unable to reach you by phone. I personally sent a response to your email regarding this concern. Please respond providing us with a good contact time you can be reached by phone so we can better assist regarding your concern.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
JC/jst
Customer Answer
Date: 03/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22829423

I am rejecting this response because:

WHAT HIGHLIGHTS STATED THE GRAND TOTAL OF MY ORDER WAS THE DAY IT WAS PLACED: $323.69.

WHAT HIGHLIGHT HAS CHARGED ME: $357.79 ($34.10 more than my $323.69 order was worth).
WHAT HIGHLIGHTS HAS REFUNDED TO-DATE: $25.72.
WHAT HIGHLIGHTS STILL OWES ME: $8.38.
Highlights has been absolutely painful to work with. You denied your multiple mistakes on my order, refused to read the documentation on proof of order and proof of charges, and then act as though you are comping me the items I paid for as you overcharge me and reluctantly ship them THREE MONTHS LATE!
Every cent of this order needs to be corrected.
Below is the work you should have been skilled enough to do on your own. I hope you can follow along. It is once again the proof I have submitted multiple times on (1) the documentation on my order and (2) Highlights' transactions against my credit card.

HERE ARE EACH OF THE HIGHLIGHTS TRANSACTIONS ON MY CREDIT CARD:

$114.10 11/27/2024. #*******NW68AS4LWB

$83.74 11/26/2024 #*******NV6888ZDLX

$47.23 11/25/2024  #*******NS685XM6LE

$33.06 11/25/2024  #*******NS685XMW29

$47.23 11/25/2024  #*******NS685XMHV2

$32.43 11/25/2024  #*******NS685WWNH4

Credit Card Transaction Total: $357.79

HERE IS MY HIGHLIGHTS ORDER SPLIT AMONG THREE DIFFERENT ADDRESSES:

Portion of the order for my house (***** *******):

Your Order #********** Placed on Nov 23, 2024, 2:37:49 PM

I Am Kind to Myself
SKU: A2072
$14.99

Stick with Kindness Reusable Sticker Playscenes
SKU: A2671
$14.99

15-inch Space Backpack Bundle
SKU: L1009
$74.99

Subtotal $104.97
Discount (FREE SHIPPING, JOY) -$31.49
Estimated Tax* $6.39
Shipping & Handling $0.00
Total $79.87

Portion of the order for ******** HOUSE:

Your Order #********** Placed on Nov 23, 2024, 2:37:47 PM

High Five Bilinge Magazine - 1 Year
SKU: HFB2020SP
$42.86

High Five Magazine - 1 Year
SKU: HHF2020SP
$42.86

Deluxe Baby & Toddler Gift Set
SKU: HHOCOLLECT
$105.99
What's in the bundle?
1 x Hello Magazine - 1 Year (12 issues) $30.00
1 x DELUXE Baby & Toddler Gift Set $75.99

Subtotal $191.71
Discount (FREE SHIPPING, JOY) -$57.51
Estimated Tax* $5.43
Shipping & Handling $0.00
Total $139.63

Portion of the order for ******* HOUSE:

Your Order #********** Placed on Nov 23, 2024, 2:37:49 PM

High Five Magazine - 1 Year
SKU: HHF2020SP
$42.86

Deluxe Baby & Toddler Gift Set
SKU: HHOCOLLECT
$105.99

Subtotal $148.85
Discount (FREE SHIPPING, JOY) -$44.66
Shipping & Handling $0.00
Total $104.19

ORDER TOTAL: $323.69

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

***** *******
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22829423

I am rejecting this response because:
I have reattached the photo that shows the transactions in our online credit card statement. I have also typed them out below. This is the third or fourth time this information has been provided to Highlights.
Here are each of the Highlights transactions against our credit card.
$114.10 11/27/2024. #*******NW68AS4LWB

$83.74 11/26/2024 #*******NV6888ZDLX

$47.23 11/25/2024  #*******NS685XM6LE

$33.06 11/25/2024  #*******NS685XMW29

$47.23 11/25/2024  #*******NS685XMHV2

$32.43 11/25/2024  #*******NS685WWNH4

Regards,

***** *******
Business Response
Date: 03/24/2025
The business responded that the screenshots you supplied did not have the correct tax calculations on them. Therefore, the price changed based on the tax, which would be the difference.
Please refer to your supplied screenshots, where there is an "estimated tax" with an asterisk.
There should have been an additional email with the correct totals sent.

Customer Answer
Date: 04/07/2025
From: ***** ******* <*******************************>
Date: Mon, Apr 7, 2025 at 1:53 PM
Subject: BBB complaint ID *******************************
To: <**********************************************************************************************>

This dispute was marked complete but it should not be. I could not respond to the last message on this dispute (on 3/24) because life is busy.

Highlights is a dishonest company and you are allowing them to operate that way.

The transaction information Highlights claims has incorrect tax information ARE THEIR TRANSACTIONS! AGAINST MY CREDIR CARD!!!! And they don't add up to the total of my order.

I submitted all or the order and transaction information multiple times over the course of three months. It only takes a high school education to compare what I was charged for, which I have no control over, vs the order total. I was charged for more than my order total and the entire transaction was miserable.

BBB is supposed to be moderating disputes to make sure they are settled. You allowed Highlights to rip me off and treat me like ****.

What value are you adding?

***** *******
Business Response
Date: 04/08/2025
My name is **** ******* and Im the manager of the contact center at Highlights for Children. Im reaching out for some help with this complaint.

The customer who filed this complaint had a previous complaint against us that ********* & I worked on. The complaint was closed because the customer was not overcharged. The amount that shes disputing is tax and she would have received a confirmation from us verifying the total charge.

She is also not mentioning the fact that we sent her a refund for $25.72 and a free product in an attempt to resolve her complaint.
Initial Complaint
Date:01/02/2025
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 paid in full for two gift subscriptions in mid June of 2024 for the coming year. I subsequently received four billings. Each time I provided a copy of the canceled check. Then in December 2024 I called and emailed the proof as an attachment. Their response was to say that I needed to pay another $7.X dollars. This was oral The billing I just received asks for the amount that I paid. I am done with them as a customer for their deafness. But would like my granddaughters get magazine. The response to fix this has been stressful and time consuming. Thanks
Business Response
Date: 01/03/2025
Hello *****, I have received a copy of your complaint to the Better
Business Bureau. I am sorry for any misunderstanding regarding your Highlights account. We strive to provide superior customer
satisfaction to all of our customers.

Our records show that we received and processed a one-year Highlights renewal for ****** on July 3, and November 27, 2023. With these paid renewals, her subscription was set to expire with the December 2025 issue. On June 26, 2024, we received a one-year Highlights order for *****, and a one-year renewal for ****** with a payment in the amount of $75.82. Our records show that the balance for the recent order including state tax was $83.10, which left a balance due of $7.28. Federal regulations require
that we charge sales tax for orders being shipped to Washington. With the recent renewal that was added to the account in June, ******** Highlights subscription would expire with the December 2026 issue, and *****'s subscription would expire with the December 2025 issue. Once again, I apologize for any inconvenience you may have experienced. I have a sent a response to your personal email address regarding this concern.

Thank
you, **** *******
Director, Customer Contact Centers
Account #*********
******

Customer Answer
Date: 01/13/2025
**************

I did reply directly to the business and did not know that I had to go through the bbb. I just asked Highlights to send the subscriptions I paid for. In the five billings that were sent to me there never was a reference to sales tax. That did not come up until after I sent my proof of payment for the subscriptions. I also told them I received numerous periodicals without any sales tax since most publications are exempt in Washington from sales tax. So I just asked them to send the paid publications and stop sending me suspension notices (a new one was sent immediately following their reply). I heard no response to my alternate response. ***** ********
Sent from my iPad
Business Response
Date: 01/15/2025
Hello *****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your Highlights account. We strive to provide superior customer satisfaction to all of our customers.

Our records show that the balance for the recent order including state tax was $83.10, which left a balance due of $7.28. Your previous subscription orders were also billed with sales tax for 2022 and 2023. Federal regulations require that we charge sales tax for orders being shipped to Washington. Once again, I apologize for any inconvenience you may have experienced. If further assistance is needed, please feel free to call us toll-free at ###-###-####, Monday through Friday, 8:30 AM - 6 PM, EST.

Thank you, **** *******
Director, Customer Contact Centers
Account #*********
******
Initial Complaint
Date:12/04/2024
Type:Service or Repair 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.
On 12-3-2024, I spoke with phone representative, Yana (#*************) to renew a subscription to Highlights children magazine. I provided my credit card information for payment of $43.64. I did not authorize, nor was I asked if the company could save my credit card information. Before ending the call for this transaction, I asked **** if my credit card was being saved, she said it was for future automatic subscription renewals. I told her that I was not asked, and I did not give permission for my credit card information to be saved. I did not agree to automatic renewals.
Business Response
Date: 12/05/2024
Hello ****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding continuous service on your recent Highlights renewal. Thank you for your feedback, we really appreciate it. Providing a world class customer experience is our top priority and I apologize that it wasnt demonstrated to you.
Our records show that your Highlights subscription renewal was successfully processed on December 3, 2024 and the removal from automatic renewal was successfully removed. Your Highlights subscription will expire on its own ending with the January 2026 issue arriving in December 2025. Once again, I apologize for any inconvenience you may have experienced. I personally sent a response to your email regarding this concern.

Thank you, **** *******
Director, Customer Contact Centers
Account # ********
JC/jst
Initial Complaint
Date:10/04/2024
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.
Ordered a 1-year subscription for my 4 year old late May/early June and have only ever received one issue. Sent multiple emails, often no response. Finally cancelled the subscription after once again failing to receive an issue and emailed multiple times for help and a refund. No reply. I canceled my subscription online, which I was hesitant to do because I didnt trust Id get a refund. Well they did, but only a partial refund even though I only ever received ONE issue. All emails have gone unanswered since. I want a full refund processed as soon as possible. I feel so bad for my daughter. This company is a scam.
Business Response
Date: 10/07/2024
October 7, 2024

Dear Meredith Smith:

I have received a copy of your complaint to the
Better Business Bureau. Thank you for your feedback, we really
appreciate it. Providing a world class customer experience is our top priority
and I apologize that it wasn’t demonstrated to you.

After reviewing
your account, it shows that your magazine order was received on June 9, 2024.
With magazines, normal delivery of the first issue is 4-6 weeks, and the copy
(AUG24 issue) should have arrived by July 22, 2024. Going forward, the issues
are mailed so that they’ll arrive any time before the end of the month. As of
today, nothing has been returned to us from the postal service marked “Undeliverable”.
A rep adjusted the subscription term on
9/10 for the missing SEP24 issue and also added your name to the “In Care Of” line
on the mailing label at that time. Your subscription was canceled online on October
2, 2024, and the system generated a refund for the remaining unmailed issues from
the account- valued at $21.60. A refund for the remaining $7.20 has been submitted
and should appear back within 3-5 business days. The last mailed issue was the NOV24
copy, which should arrive before the end of October.

Once again, I sincerely apologize
for any inconvenience you may have experienced. Should you have any
further questions or concerns, please feel free to contact me at
1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.

Jeff Cundiff
Director, Customer Contact Centers
Account # 454375254
JC/sre
Customer Answer
Date: 10/09/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22380434

I am rejecting this response because:
Early June - I purchase the subscription with PayPal

10/2 - I cancel my subscription online

10/3 - PayPal sends an email at 3am stating a refund has been initiated by Highlights

10/3 - later that morning, PayPal sends a confirmation the refund has been completed
10/3 - the refund appears in our bank our instantly

As of now, neither PayPal nor our bank shows the remaining balance refund has been received, nor initiated. Since I received an initiation email for the first refund in less than 24 hours, and a finalized refund confirmation a mere few hours later, I refuse to believe this is on my end. Digital banking, as my former profession, is practically instantaneous at this point and a refund would at least appear in banking transcripts as soon as it’s initiated. As some organizations update systems just once per day, I was willing to wait a 24 hour period. However it’s been over 48 hours now. Please provide proof the remaining balance refund has been initiated, either via screenshot or other means. I again emailed with no response.

As a side note, I resent the long, rambling deflection aimed to suggest Highlights sent issues and nothing was “returned as not delivered.” I received the first issue just fine so it was never a mailing issue. It’s illogical that USPS would fail to deliver multiple issue in a row after that. And since there are numerous complaints on here of the same nature, the most likely conclusion is these issues were simply never sent, either due to a technical error or otherwise. But I do not buy the backhanded deflection of responsibility mixed with a halfhearted apology because that simply renders the apology moot. I’m not here to argue and all I want is the remaining refund, but I’m clearly stating that this was not the fault of USPS or any carrier, nor was it an issue on my end with an incorrect address or delivery problem.
Business Response
Date: 10/10/2024
October 10, 2024
Dear Meredith Smith:

I have received a copy of your complaint to the
Better Business Bureau. Thank you again for your feedback, we really
appreciate it. Providing a world class customer experience is our top priority
and I apologize that it wasn’t demonstrated to you.

Unfortunately, the
credit card refund to PayPal was rejected, and a manual refund check was keyed
on 10/7/2024 instead. This will arrive via mail (USPS) and regrettably does not
have tracking. For the trouble, we’ll also be sending you a complimentary Hidden
Pictures book. Once it has shipped, you will receive an email with tracking number.

Once again, I sincerely apologize
for any inconvenience you may have experienced. Should you have any
further questions or concerns, please feel free to contact me at
1-888-372-6433, Monday through Friday, 8:00 AM to 4:30 PM, EST.

Jeff Cundiff
Director, Customer Contact Centers
Account # 454375254
JC/sre
Customer Answer
Date: 10/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22380434

I am rejecting this response because: I have received the book you’ve sent, no issue, and glad you provided tracking for it. However, I have failed to received the promised balance check. My PayPal very clearly worked the first time you sent over a partial refund, so I’m unclear why it would not work a second time. Also, my address is clearly correct since I’ve received the book so there is no reason the refund balance check should not have reached me by now.
Can you please provide proof of mailing? A tracking number? Anything? I just want it to be over, honestly.

Regards,

Meredith Smith

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Highlights for Children, Inc. is NOT a BBB Accredited Business.