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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:07/26/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Summary: We are requesting all charges on our account with Highlights be dropped and NO further shipments from Highlights of ANY kind.

      Background: sometime in June 2022, Highlights sent a promotion that appeared to offer a purely free piece of material. What was also embedded in the documentation was some small text that stated FOR PAY material would ALSO be sent with the free material, and that it could be "sent back" if not wanted, and charges would be dropped. (We did not see this, even though we checked the material closely before agreeing to the free promotion). Return shipping was not offered though, so we were faced with the choice of paying shipment or the charged material cost.

      We ended up paying the cost of the single issue and canceled all future orders with Highlights, BUT, our next Puzzlemania shipment was still sent out 6 days later with an invoice. (see attached order summary, reflecting 6/24 cancellation and 6/30 shipment).

      We will not be doing business with this business any more. It's a great product, but unfortunately matched with what I would call misleading at best, and predatory at worst business practices.

      Business Response

      Date: 07/27/2022

      July 27, 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 and
      Puzzlemania 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 book holder 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. When requested, we will process a refund for any return shipping cost with the paid shipping receipt.


      The Puzzlemania membership was started on September 16, 2021, as a
      result of a school order. Both book clubs were discontinued on July 11, 2022. There
      was only one Which Way USA shipment mailed (shipped June 30, 2022) and the final
      Puzzlemania shipment was also mailed on June 30, 2022. I have removed you from
      all further contact effective today, July 27, 2022.

      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 # *********
      JC/sre

    • Initial Complaint

      Date:07/25/2022

      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.
      My daughter was excited to have won a free gift/book and bag from the back of her highlights magazine. We’ve bought the hidden picture books separately before and loved them. We thought it was FREE - I even read over the form multiple times. After waiting for months I honestly thought it’d gotten lost in the mail. We finally got her “gift” which was junk and an invoice for $11 and change. I plan on sending the package back using the mailing label online tomorrow but I’m concerned there is more to come - more books and/or more invoices. There’s no clear way to cancel this either which is concerning. We’ve loved highlights in the past but this has honestly colored my vision of them; it really feels like a scam. Such a let down!

      Business Response

      Date: 07/26/2022

      Hello Ms. ******, 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 account and that the quality of our
      product was not to your satisfaction. We have a 100% satisfaction
      guarantee for all of our products. 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 and it was processed on June 8, 2022. 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. 

      It is clear from the information you sent to the BBB that you
      never intended to order Hidden Pictures Let's Play. Your account was
      successfully canceled and all charges have been removed. The final
      shipment mailed July 7, 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/jst

      Customer Answer

      Date: 07/27/2022

      [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.

      However, I would like to note that it was not a simple misunderstanding and your company did not make anything clear in terms of canceling. That is a gross understatement. It’s clear from your response and the number of other people this has happened to, that this is a money making scam and you hope to bully people into paying for a subscription they thought was a free children’s gift. Your response suggests you are not going to do anything different going forward and this is only going to happen to more and more people. It’s upsetting because we have always loved highlights. Please stop using this tactic. It’s beneath you and honestly is hurting your company image with parents.


      Regards,



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

    • Initial Complaint

      Date:07/21/2022

      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 daughter and I send in a card after winning a free gift in a scratch off. Now somehow we are locked into a subscription and getting invoiced for it. This feels like I somehow got scammed into a subscription. I did not intend to sign up for this in any way.
      Please cancel my subscription immediately.

      The account number is: *********

      Business Response

      Date: 07/22/2022

      Hello ******* Family, 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 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 Hidden Pictures 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 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. 

      It is clear from the information you sent to the BBB that you
      never intended to order Hidden Pictures Let's Play. Your account was
      successfully canceled and all charges have been removed. The final
      shipment mailed July 7,2022. 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 # *********

    • Initial Complaint

      Date:07/19/2022

      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.
      Highlights sent promotional mail including a game card for free gift. Our kid asked us to help her complete the game and dropped the card in mail. Nothing on that card said anything about subscription or charges, but that’s what Highlight did, they subscribed us to their paid service without consent, and kept harassing us for payment. This is a predictor business based on fraud and aimed at kids. And no accreditation or support should be granted to them in anyway.

      I would not pay for this scam no matter how small the amount is, and we are willing to fight this in court if they keep the harassment.

      For other parents, please do not fall for this, the gift is trash on arrival.

      Business Response

      Date: 07/21/2022

      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 March 28,2022. 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 April 27,2022. 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:07/19/2022

      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 have really enjoyed our Hi-Five and Highlights subscriptions gifted to us by family members. When we received a post card in the mail advertising a free book with a "scratch off" game, my four year old was excited to send it back. I am now receiving invoices for a puzzle club that we don't want to be a part of. We enjoyed our magazine, but now it feels like this company is trying to scam us. We have bought subscriptions for our nephew in the past as a gift, but I won't be patronizing this company any longer.

      Business Response

      Date: 07/19/2022

      ***** ******: 

      I have received a copy of your complaint to the Better Business
      Bureau. I am sorry for any misunderstanding regarding your Puzzle Buzz
      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 Puzzle
      Buzz and it was processed on March 24, 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 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 has been successfully canceled and cleared effective
      today, July 19, 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: 07/21/2022

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


      Regards,



      ***** ******

    • Initial Complaint

      Date:07/18/2022

      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 have gotten bills from a company called Highlights claiming I subscribed for a service called "Which Way USA." I did not subscribe to this service. They keep sending me magazines, along with bills. All magazines/materials they've sent me I have returned to sender, in full. I have now sent three notices informing them I did not order/subscribe to this service, but they continue to insist I did and send me bills.

      Business Response

      Date: 07/19/2022

      Hello Mr. ****, 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 3,2022. 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.

       

      Thank you, **** *******
       Director, Customer Contact Centers
       Account # *********
       JC/jst

      Customer Answer

      Date: 07/26/2022

      [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:07/18/2022

      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 set up a subscription for the highlights magazine for my daughter. She had received a few of the magazines. And each had a little scratch off card or collect the stickers game on the back for a free prize. She had been begging to do one. So finally I decided she could. We read it over to make sure we didn’t need to pay. No pay, just stated a free tote bag with stickers. So she collected all the right stickers and we sent it in. We waited a good month or more for the prize. Thinking it might not show. It finally did and along with it, 3 books. She was happy. But then I noticed a invoice envelope. I was being charged a total of 30 bucks. For something that was meant to be free. Being able to sign in on their website with the account number. I realize we are now listed under a subscription. I’m sending the books back in hopes I won’t be charged for something, we didn’t even want. I also continued to cancel my other subscription with them, that I already had. As I don’t want to be charged for something else I didn’t agree to.

      Business Response

      Date: 07/19/2022

      Hello Ms. ***, I have received a copy of
      your complaint to the Better Business Bureau.  I am sorry for any
      misunderstanding regarding your Hidden Pictures Eagle Eye 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 Hidden Pictures and it was processed on June 7,2022. The
      promotional material for parents included with the order form indicated that
      you could receive an introductory shipment of Hidden Pictures Eagle Eye, 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
      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 Hidden Pictures Eagle Eye. Your account was
      successfully canceled and all charges have been removed. The final
      shipment mailed July 7,2022. 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/jst

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

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