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

151 total complaints in the last 3 years.
15 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.

Initial Complaint
Date:11/01/2022
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.
All subscriptions and automatic payments had previously been cancelled. Today, Highlights took $32.60 from my bank account. Spoke to ***** in Customer Service who acknowledged the error and said it would be refunded on next billing cycle. Unacceptable, unauthorized withdrawal needs to be refunded immediately.
Business Response
Date: 11/02/2022
Hello Ms. ******, I have received a copy of your complaint to the Better
Business Bureau. I am sorry for any misunderstanding regarding the renewal of your High Five subscription. Customer service is of the utmost
importance to us, and it is our goal to provide the best products and service
to our customers. After
reviewing our records, it shows that the charge is for the renewal of the High
Five magazine through continuous service. You would have received an email
about 30 to 45 before the renewal letting you know it would be expiring and
would automatically renew on the card previously used for the subscription so
that the child did not miss an issue. Your account was successfully canceled on November 1, 2022 and a refund for $32.60 has been submitted. Refunds take 3-5 business days to receive and the agent involved with your concern will be coached on how this
was handled. With our apologizes for your experience, I have extended your
subscription by 2 complimentary issues so it will now expire March 2023. Once
again, I sincerely apologize for any inconvenience you may have experienced.
Please feel free to contact us at ****************************** with any
additional questions or concerns

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
Customer Answer
Date: 11/02/2022

I accept the business's response to resolve this complaint.

Regards,

*** ******
Initial Complaint
Date:10/31/2022
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.
This business continues to send next magazines despite our subscription ran out. We did not subscribe to the additional magazines. Then it sends "serious delinquent account notice"--a unilateral sale destroys consumer confidence in this magazine business. I signed up the original subscription out of compassion to the magazine industry in general, however I did not know I would get harassed by this business and continuously billed for products we no longer interest in.
Business Response
Date: 11/01/2022
Hello *******, I have received a copy of
your complaint to the Better Business Bureau. I am sorry for any
misunderstanding regarding your Which Way USA account. Customer
service is of the utmost importance to us, and it is our goal to provide the
best products and service to our customers.

Our records show that we received a response to a promotional
mailing for Which Way USA and it was processed on November 5, 2021. The
promotional material for parents included with the order form indicated that
you could receive an introductory shipment of Which Way USA, for
which you would be charged $7.95 plus a nominal shipping and handling
charge. A free book and game guide were also to be included in the
introductory shipment. 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 Which Way USA books every three weeks at $15.90, plus shipping and handling.

It is clear from the information you sent to the BBB that you
never intended to order Which Way USA. Your account was
successfully canceled and all charges have been removed effective November 1, 2022. The final
shipment mailed June 23, 2022. Please disregard any notices or mailings that you
may have received and keep the items with our compliments.

Thank
you, **** *******
Director, Customer Contact Centers
Account # *********
Customer Answer
Date: 11/09/2022
I accept the business's response to resolve this complaint.

Regards,

******* ******
Initial Complaint
Date:10/31/2022
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.
My grandmother subscribed to Highlights magazine for my daughter and we received one of the scratch off things for Which Way USA. We saw the offer for the free materials and thought it would be fun for her to try out. She didn't have any interest and we never ordered any other items but things kept coming in the mail and now I'm being harassed with invoices saying I owe over $30 for these items that were advertised as "free". I have had no luck with the customer help line and have turned to the BBB to get some help. Those scratch ticket things are misleading and had I known we would be getting charged I never would have signed up for it.
Business Response
Date: 10/31/2022
****** ****:
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your Which Way USA
membership. Customer service is of the utmost importance to us, and it is our
goal to provide the best products and service to our customers.

Our records show that we received a response to a promotional mailing for Which
Way USA and it was processed on February 14, 2022. The promotional material for
parents included with the order form indicated that you could receive an
introductory shipment of Which Way USA, for which you would be charged $7.95
plus a nominal shipping and handling charge. A free book and game guide
journal were also to be included in the introductory shipment. 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
Which Way USA books every three weeks at $15.90, plus shipping and
handling.

As we
have no record of receiving a cancellation request, we continued to send
shipments in good faith in accordance with the details of the promotion. It is
clear from the information you sent to the BBB that you never intended to order
Which Way USA. Your account has been successfully canceled and cleared
effective today, October 31, 2022. Please disregard any invoices or mailings
that you may have received and keep the items with our compliments.

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, 8:00 AM to
4:30 PM, EST.

Thank you,

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

Customer Answer
Date: 11/01/2022
[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 accept the business's response to resolve this complaint.

Regards,

****** ****
Initial Complaint
Date:10/28/2022
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.
My daughter was gifted a subscription to Highlights magazine from her grandmother. At some point, she got a promotional mailing about a "Hidden Pictures Club" free item. We got the free item but then continued to get items that we did not order or consent to the purchase of. Now we are receiving a bill from hidden pictures saying we are "delinquent" in something we never ordered or consented to! I continue to get bills and picture club items in the mail--do not want these!
Business Response
Date: 10/31/2022
***** ********:
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your Hidden Pictures
Let’s Play membership. Customer service is of the utmost importance to us, and
it is our goal to provide the best products and service to our customers.

Our records show that we received a response to a promotional mailing for Let’s
Play and it was processed on June 3, 2022. The promotional material for parents
included with the order form indicated that you could receive an introductory
shipment of Let’s Play, for which you would be charged $6.95 plus a nominal
shipping and handling charge. A free book and tote bag were also to be
included in the introductory shipment. 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 Let’s Play books
every three weeks at $13.90, plus shipping and handling.

As we
have no record of receiving a cancellation request, we continued to send
shipments in good faith in accordance with the details of the promotion. It is
clear from the information you sent to the BBB that you never intended to order
Hidden Pictures Let’s Play. Your account has been successfully canceled and cleared
effective today, October 31, 2022. We have also removed you from all further
contact. Please disregard any invoices or mailings that you may have received
and keep the items with our compliments.

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, 8:00 AM to
4:30 PM, EST.

Thank you,

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

Customer Answer
Date: 11/01/2022
I accept the business's response to resolve this complaint.

Regards,
**
Initial Complaint
Date:10/27/2022
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 was double charged and for some reason they can't find my account to refund my money.
Business Response
Date: 10/28/2022
Dear **** *******
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
online PayPal order. Customer service is of the utmost importance to us,
and it is our goal to provide the best products and service to our
customers.

Your recent PayPal order has not been
released in our customer service system yet, as there is a delay with PayPal
orders. Some banks and financial institutions may show an authorization fee on
your account when a new order is validated. However, the duplicate pending
transaction should fall off after a few days- in accordance with their policy. Your
information was forwarded to our team that acts as a liaison between our company and PayPal. They
were able to successfully void the duplicate pending charge.
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 C
Director, Customer Contact Centers
Account # Not assigned yet
JC/sre
Initial Complaint
Date:10/23/2022
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.
We subscribed to Highlights Magazine for our son. These are wonderful products but he has grown out of them so we canceled our subscription. However, there is something called Hidden Pictures that I do not remember subscribing to. I paid the last invoice and then canceled Hidden Pictures a few months ago. However, a couple days ago I received more hidden pictures material and another invoice. It appears that my cancellation has been reversed. Unfortunately I’m getting no where with the automated phone prompt so I would appreciate it if someone from Highlights would take care of this.
Business Response
Date: 10/24/2022
****** ********
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your Hidden Pictures Let’s
Play membership. Customer service is of the utmost importance to us, and it is
our goal to provide the best products and service to our customers.

Our records show that we received a response to a promotional mailing for Hidden
Pictures Let’s Play and it was processed on July 7, 2021. The promotional
material for parents included with the order form indicated that you could
receive an introductory shipment of Hidden Pictures Let’s Play, for which you
would be charged $6.95 plus a nominal shipping and handling charge. A free
book and tote bag were also to be included in the introductory
shipment. 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 Hidden Pictures Let’s Play books every three
weeks at $13.90, plus shipping and handling.

We
received your payment on August 12, 2022, but the account was not canceled at
that time. On September 6, 2022, the Hidden Pictures Let’s Play membership was
discontinued by a call to our customer service department. By that time, the
final shipment (WOODLAND ANIMALS/FIREFLIES) had already been mailed out and could not be stopped- September 2,
2022. We’ve removed the final amount due effective today, October 24, 2022. Please disregard any invoices or
mailings that you may have received and keep the items with our compliments.

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, 8:00 AM to
4:30 PM, EST.

Thank you,

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

Customer Answer
Date: 10/24/2022
I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:10/20/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In the Summer of 2022, I responded to a scratch ticket promotion from Highlights Which Way USA? which included a free map/activity for my child. We received the free promotional items and then a few weeks later we were mailed more items to the series that we never agreed to. Along with it was an invoice for the new materials. We continue to receive invoices for payment of the items that were supposed to be free along with the extra items that we did not request. The scratch ticket was misleading and did not give clear indication that we would be charged for the items. Had I known that we would be mailed items without requesting them and later be charged for said items, I never would have sent in the promotional scratch ticket. It is clear that Highlights is trying to trap consumers into these products by sending items that aren’t ordered or requested and then asking for payment when the items aren’t returned back to them.
Business Response
Date: 10/20/2022
******* ******:
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your Which Way USA
membership. Customer service is of the utmost importance to us, and it is our
goal to provide the best products and service to our customers.

Our records show that we received a response to a promotional mailing for Which
Way USA and it was processed on June 24, 2022. The promotional material for
parents included with the order form indicated that you could receive an
introductory shipment of Which Way USA, for which you would be charged $7.95 plus
a nominal shipping and handling charge. A free book and bookkeeper were
also to be included in the introductory shipment. 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 Which Way
USA books every three weeks at $15.90, plus shipping and handling.

As we
have no record of receiving a cancellation request, we continued to send
shipments in good faith in accordance with the details of the promotion. It is
clear from the information you sent to the BBB that you never intended to order
Which Way USA. Your account has been successfully canceled and cleared
effective today, October 20, 2022. Please disregard any invoices or mailings
that you may have received and keep the items with our compliments.

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, 8:00 AM to
4:30 PM, EST.

Thank you,

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

Customer Answer
Date: 10/21/2022
I accept the business's response to resolve this complaint.

Regards,

******* ******
Initial Complaint
Date:10/18/2022
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.
Deceptive billing and overpayment. Ms. ****** is 91 years old. The magazine continues to send very deceptive offers, masquerading as bills, so she pays them, unknowingly signing up for more products. Plus, she has overpaid Highlights Magazines, yet no effort to notify or reimburse her have been made. This seems to be violating the Deceptive Trade Practices Act among other laws enacted to protect consumers - especially seniors.
Business Response
Date: 10/19/2022
Hi ********, 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. Customer service is of the utmost importance
to us, and it is our goal to provide the best products and service to our
customers. Our records show we received a response to a
promotional mailing insert, and it was processed on July 5, 2022 for the renewal of your Highlights subscription. This offer
presented the opportunity to order a 1-year subscription renewal for $39.96 (plus
applicable sales tax) and included a free 2023 Hidden Pictures Calendar and booklet. On September 30, 2022, we received an additional response to a promotional mailing using our Early Bird Savings offer for High Five for a second child. This offer presented the opportunity to renew your 1-year High Five subscription for $34.44 (plus applicable sales tax) and included a free Hidden Pictures Calendar and booklet. I have cancelled the duplicate renewal for High Five so your subscription is paid for until December 2023. According to the offer
details for Puzzle Buzz, new shipments are processed approximately every three weeks until all
available clubs are mailed, or the membership has been canceled. We realize
that sometimes misunderstandings occur which is why we have a 100% satisfaction
guarantee. I have processed a cancellation for all future shipments and the final shipment of Puzzle Buzz mailed October 7, 2022. This cancellation is to ensure no additional shipments will be processed or mailed. Also, all remaining charges have been removed from your account. Please disregard any notices that you have received requesting payment. 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, 8:00 AM to 4:30 PM, EST.

Thank you, **** *******
Director, Customer Contact Centers
Account # *********
******
Initial Complaint
Date:10/15/2022
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.
Started receiving magazines that I never ordered and now have received a bill. I have zero magazine subscriptions from any company and have never heard of this company
Business Response
Date: 10/18/2022
Dear ****** *******:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
High Five magazine account. Customer service is of the utmost importance
to us, and it is our goal to provide the best products and service to our
customers.
Our records show we received a response to a promotional mailing
insert, and it was processed on August 29, 2022. This offer presented the opportunity to order a
1-year subscription for $36.00 (plus applicable sales tax) and included a free
Hidden Pictures bonus gift with each order.
The High Five order was canceled by a rep on October
17, 2022, and they also removed you from all further contact at that time.
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 C
Director, Customer Contact Centers
Account # 437495112
JC/sre
Customer Answer
Date: 10/19/2022
I am rejecting this response because:

I would like proof of the card that was filled out with my name. I have never filled out such promo card.
Business Response
Date: 10/21/2022
Dear ****** *******:

I have sent the requested documentation via email.
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 C
Director, Customer Contact Centers
Account # 437495112
JC/sre
Initial Complaint
Date:10/14/2022
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 placed a subscription for Highlights magazine on 10/22/2021 by check in the amount of $29.64 for my granddaughter. As of 4/22/22 she had still not received one magazine, so I placed a call to their customer service. They apologized and said they would extend her subscription by 3 months and send her the missing one and the rest should start arriving by the end of the month.

7/22/22 my granddaughter still had not received the magazine, so I placed another call to customer service. This time I told them I wanted to just cancel the subscription and get a refund. Customer service confirmed cancellation and said a refund check would be mailed.

8/22/22 I still have not received a refund check, so called customer service for the third time. Employee confirmed check would be sent and said they would also email their boss to follow up.

9/23/22 still no refund check…called customer service again, they said check was sent out on 7/22/22. I communicated that I never received any refund check. Was told it would be escalated to a manager and said the manager would send me status.

10/14/22 still no refund, called customer service again and asked to speak to a manager. Ashley a supervisor got on the line and I explained what has been going on. She started that she couldn’t see all the comments on my account, but would forward my request to the refund dept. I asked for the direct phone # for the refund dept., she said she was unable to give that information to me. She did say she documented all my dates of asking for a refund and asked them to call me with a status update.

I informed Ashley that I would be filling a formal complaint with the Better Business bureau. The amount of money is small, but Highlights has now wasted my time by not producing what their employees have promised.

I would like a full refund in the amount of $29.74 for my granddaughter’s subscription she never received.
Thank You *****
Business Response
Date: 10/17/2022
October
17, 2022
Dear ***** *********:

I
have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your Hello
magazine account. Customer service is of the utmost importance to us, and
it is our goal to provide the best products and service to our customers.
Our
records show that your Highlights Hello order was processed on 9/27/2021, and
your payment was received on 10/28/2021. The gift subscription started with the
Jan22 issue, which should have arrived in December 2021. The issues were mailed
monthly, and we didn’t receive any issues returned from the postal service
marked “Undeliverable”. Your gift subscription was adjusted on 4/22/22, and 3 issues
were added to the term. On 7/22/22, your Hello gift subscription was canceled,
and a refund check was generated. Normal delivery of refund checks is 2-3
weeks, so it should have arrived by 8/12/22. However, on 8/19/2022 the refund check
was returned to us from the post office as undeliverable.

Management
has reached out to verify the correct address information, and a new check for
the full amount ($29.64) has been entered. We would also like to send your recipient
a few complimentary Hello issues, and they will be sent priority mail.
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, 8:00 AM to
4:30 PM, EST.
Thank you,

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

Customer Answer
Date: 10/19/2022
my refund check has not been received. They have always had my correct mailing address on file and promised before the check was in the mail. Please keep my case open until my full refund check had been received.
They say it might take 2-3 weeks.

Regards,

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

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