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Business Profile

Magazine Publishers

Highlights for Children, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Magazine Publishers.

Complaints

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

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Highlights for Children, Inc. has 9 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/11/2022

      Type:Billing 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.
      I tried to cancel my subscription to hidden pictures, but could not because when I try to reset the password, I never receive the password reset email. I contacted the company, explained the situation, and their solution was to send me instructions to cancel by logging into the website, which I already told them I could not do.

      Business Response

      Date: 10/13/2022

      Hello Ms. *******, I have received a copy of your complaint to the Better Business
      Bureau. i am so sorry to learn that you were unable to access the Hidden Pictures app, and for the misunderstanding that occurred with your contact with us. 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 account was successfully canceled effective October 13, 2022 and a refund has been issued for $3.99 for August and September with our apologizes. Refunds take 5-10 business days to receive. 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


      Customer Answer

      Date: 10/13/2022

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


      Regards,



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

    • Initial Complaint

      Date:10/09/2022

      Type:Billing 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.
      I ordered a subscription for my twin great nieces over 4 years ago for one year. This year suddenly they have begun billing my credit card unauthorized by me. I had my credit card number changed, disputed the charges and now they are billing my new credit card number. This is fraud and I want them to stop these practices. I have called my credit card company again to dispute and now block.

      Business Response

      Date: 10/11/2022

      Dear ***** ********: 

      I
      have received a copy of your complaint to the Better Business
      Bureau.  I am sorry for any misunderstanding regarding your
      Highlights 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 you placed an order for two Highlights subscriptions online
      on October 27, 2021. At the time of check out, it stated that you would be
      automatically renewed. It also stated that you are free to discontinue any
      further automatic charges by contacting customer service. The next recent order
      was for High Five, and that was ordered on May 10, 2017.


      To
      avoid a lapse in the subscription term both subscriptions were renewed on September
      2, 2022. One of the charges was rejected from your bank, and that subscription
      was canceled. The charge for the other subscription was approved by your bank.


      It is
      clear from the information you sent to the BBB that you never intended to continue
      Highlights. The approved renewal order has been canceled effective today, October
      11, 2022. Your refund should appear back within 3-5 business days.


      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: 10/13/2022

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


      Regards,



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

    • Initial Complaint

      Date:10/04/2022

      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 son ****** ******** 'won' the scratch-off game on the back of a Highlights magazine, and we sent in the postcard expecting to receive a free tote bag and book. I paid for the shipping, he was very excited about "winning" We continue to receive items we did not order. I can not figure out how to log in to cancel. I never knowingly ordered these magazines. After reading the business's reply to others with the same complaint, It is clear that they are tricking children and family's into purchasing items they do not want. . This company is knowingly misleading people with this practice, and it's shameful.

      Business Response

      Date: 10/05/2022

      Hello Ms. *******, I have received a copy of
      your complaint to the Better Business Bureau.  I am sorry for any
      misunderstanding regarding your Puzzle Buzz 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 Puzzle Buzz and it was processed on March 30, 2022. The
      promotional material for parents included with the order form indicated that
      you could receive an introductory shipment of Puzzle Buzz, 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 Puzzle Buzz 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 Puzzle Buzz. Your account was
      successfully canceled and all charges have been removed. The final shipment was processed on September 30th, which should
      arrive within the next 2 to 3 weeks. Please disregard any notices 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 # *********
       ******

       

    • Initial Complaint

      Date:09/28/2022

      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.
      I have never subscribed to Hightlights magazine or done business with them. I don't know where they got my address, and they didn't get the right name. They keep sending me invoice in the mail. As I said, I didn't subscribe to nor do business with them. I don't know where those invoices come from. They are just asking for money. It's scam and should be stopped. It sounds like they do this a lot, from the number of similar complaints I see here.

      Business Response

      Date: 09/29/2022

      Hello **** Family, I have received a copy of
      your complaint to the Better Business Bureau.  I am sorry for any
      misunderstanding regarding your Puzzle Buzz 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 Puzzle Buzz and it was processed on August 3, 2022. The
      promotional material for parents included with the order form indicated that
      you could receive an introductory shipment of Puzzle Buzz, for
      which you would be charged $0.99 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 Puzzle Buzz 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 Puzzle Buzz. Your account was
      successfully canceled and all charges have been removed. The final
      shipment mailed September 7, 2022. Please disregard any notices 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 us at
      ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

       

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

    • Initial Complaint

      Date:09/26/2022

      Type:Billing 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.
      In the spring or summer of 2022, my 4 year old 'won' the scratch-off game on the back of a Highlights magazine, and we sent in the postcard expecting to receive a free tote bag and book. We have since received two hidden pictures club magazines, and I have received a series of invoices for these magazines. I never knowingly ordered these magazines. After reading the business's reply to others with the same complaint, I expect to hear that this was something that I knowingly ordered. However, it's clear that this company is knowingly misleading people with this practice, and it's shameful.

      Business Response

      Date: 09/27/2022

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

      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 May 9, 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, September 27, 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: 09/27/2022

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


      Regards,



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

    • Initial Complaint

      Date:09/25/2022

      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.
      Hello, I have a similar complaint to someone who posted here as well. I received a Highlights magazine and there was a scratch off card for a bonus prize. My son liked it and followed the instructions himself to get the prize. Before mailing the card, we did not see anything that would say we have to pay for the prize. Later we received a Highlights Which Way USA magazine by mail (the prize - bonus with no fee). I then received a bill in the mail for the magazine. I was billed for something that was supposed to be free. Later on I received another magazine and another bill. This letter/bill said that I was to return the magazines if I didn't want them or pay, where it did not say that the prize is to be paid for. I did not pay the bill and I keep receiving late payment invoices. This is not right! This is basically luring in people and then billing them for something they did not intend to order. After this experience, I told my son not to fill anything out and be careful when it says a bonus, because they are lying. How can the company do this to young people?

      Business Response

      Date: 09/26/2022

      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 October 4, 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 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 after the first shipment, 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 was successfully discontinued via
      email on February 22, 2022. The final shipment from this account was mailed on
      February 18, 2022. I’ve removed the final amount due, please disregard any
      invoices or mailings that you may have received and keep the items with our
      compliments. We’ve also removed you from our contact list.

      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.

      Thank you,

      Jeff C
      Director, Customer Contact Centers
      Account # 445867682
      JC/sre

    • Initial Complaint

      Date:09/15/2022

      Type:Customer Service 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.
      I want to cancel my digital subscription to hidden pictures. I can't access my account because I've forgotten my password and when I try to reset the password I don't get an email from them with a new link. I have called twice. the first time the man I spoke to said he couldn't help me and suggested I email. I emailed and explained and they sent instructions to reset the password and when I explained I wasn't able to do that because I wasn't getting a link back they never responded. I called again and was on the phone for 15 minutes when the woman I was speaking to told me I had to call a different number for digital subscriptions and when she gave me the number it was the one I had called to reach her. When I told her it was the number I was calling on she seemed confused and didn't seem to know what to do next. I have put a stop payment with my credit card so they wont pay when it renews in June 2023 but I would feel better knowing the subscription was actually cancelled so they don't think I have an outstanding payment due..

      Business Response

      Date: 09/16/2022

      Dear ******* *****: 


      I
      have received a copy of your complaint to the Better Business
      Bureau.  I am sorry for any trouble with your Hidden Pictures Digital
      Play 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. 

      I was
      able to locate your Hidden Pictures Digital Play account and cancel the
      subscription. A full refund of $23.94 has been processed, and should appear within
      5-10 business days. Your password has also been changed to: Password2022. An email notification regarding the cancellation should arrive shortly. The agents involved with your concern will be
      coached on how this was handled. 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. Thank you,

      **** *******
      Director, Customer Contact Centers
      ******* * ***

      Customer Answer

      Date: 09/19/2022

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


      Regards,



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

    • Initial Complaint

      Date:09/12/2022

      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.
      We received a Highlights magazine subscription as a gift. After receiving the magazine for several months, letters started appearing stating we had an overdue invoice for Which Way USA. We never consented nor agreed to purchasing or subscribing to Which Way USA. This appears to be a predatory practice where they enroll addresses in additional subscriptions without consent and begin sending invoices.

      Business Response

      Date: 09/14/2022

      Hello Ms. ********, 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 May 4,2022. 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 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. The final
      shipment mailed June 1,2022. 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 # *********
       JC/LT

    • Initial Complaint

      Date:09/09/2022

      Type:Billing 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.
      We cancelled our Highlights subscriptions and paid our bill off in entirety. We recently received an email saying that now we have a credit of $47+ and would like to receive a check from your company in that amount. I have tried going to your customer service page TWICE and after filling out the reason for contacting your company, I received the same email twice telling me to go back to the customer service page (which I did) and once again received an email telling me to go back to that page which does nothing.

      Business Response

      Date: 09/14/2022

      Hello Mr. *******. I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding your account, and the confusion with contacting us. 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 a refund check was processed in the amount of $42.56 for the credit that was on your club account which included the Hidden Pictures Eagle Eye, and Puzzle Buzz club memberships. This refund should arrive within 2-3 weeks. The final shipment was mailed August 10, 2022 and no additional shipments from either club will be sent as the club memberships were canceled, effective September 9. Once again, I apologize for
      any inconvenience you may have experienced. We’ll be reaching out via email shortly to follow up regarding further account details.

       

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

      Customer Answer

      Date: 09/23/2022

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

      This complaint has been resolved.

      Regards,



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

       

       

    • Initial Complaint

      Date:09/06/2022

      Type:Billing 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.
      I ordered a subscription of Highlights magazine for my daughter. I recall looking at one of the magazines with my daughter. There was a scratch off card for a bonus prize. My daughter liked this and followed the instructions including mailing it in for the prize. Before mailing in the card, I did not see anything stating that I would be committing to pay for the prize. I then received a Highlights Which Way USA magazine by mail for my daughter. We thought this was generous. I then received a bill in the mail for the magazine. I didn't pay this bill because it looked like a scam. I was billed for something that was supposed to be free. I then received another magazine and another bill. This bill says that I was to return the magazines if I didn't want them. This is ridiculous. Where was the prior communication? The company sends a magazine that is said to be a bonus with no fee, keep sending magazines, and bill people for them all. How is this even allowed to take place? I would have paid upfront if it was for something that I knew that I would have to pay for. Now I have a bill that states they will add a fee if I don't pay immediately. The bill also includes a shipping and handling fee. This is a serious financial disservice to consumers. Any fee information should have been clear upfront and I shouldn't have to go through the hassle of paying to mail back products to avoid new charges. This situation is unfortunate because my daughter liked the highlight magazines and after this experience, I don't know if she'll be getting any more.

      Business Response

      Date: 09/07/2022

      ***** *****: 

      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 May 5, 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, September 7, 2022. Your review included a refund request as
      your Desired Settlement; however, you haven’t submitted any payments on this
      account. Please disregard any invoices or mailings that you may have received
      and keep the items with our compliments. We’ve also removed you from our contact list.

      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: 09/08/2022

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


      Regards,



      ***** *****

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