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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:05/06/2023

      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.
      I got an email last night (5/5/2023) from Highlights_for_Children********************* stating that "Your Puzzle Buzz shipment is on its way, bringing new discoveries to your child!" The recipient address of this gift was for my adult son, but had his father's first name...a name we've never provided, used nor been associated with in over 40 years. The email went on to claim that I owe $18.65 for the order with a link and account number to pay it.

      It went on to say "You’ll continue to receive shipments every 4 weeks, billed at the previously agreed upon rate.
      Thank you for choosing Highlights!

      This order never happened. When I called the phone# it seemed to be Highlights, but on entering the so called account #, it was not recognized. Being after hours I could not speak with anyone. This tells me that a scammer may be using a valid business name and contact number, while everything else is bogus. (?)

      This issue started after I had received a physical mail from highlights with a scratch and match to reveal a "FREE GIFT package". So, I bit...the scratch-off revealed a gift totaling $26.85, which I enclosed in the return envelope to Highlights, providing my son's name and address; this was for my granddaughter. Shortly after that I was sent a "thank you for your order" and a bill for $4.80 via email. At that time I sent an email back that I would NOT be paying because that was not the agreement. (It's the principal of the thing). Then the $18.65 last night.

      Business Response

      Date: 05/08/2023

      Hello ******, I have received a copy of your
      complaint to the Better Business Bureau. I am sorry for any misunderstanding
      regarding your Puzzle Buzz account. We strive to provide
      superior customer satisfaction to all of our customers.

      Our records show that we received a response to a promotional
      mailing for Puzzle Buzz and it was processed on March 29, 2023. 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 effectively May 8, 2023. The final
      shipment mailed May 5, 2023. 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 # *********

      ******

       

      Customer Answer

      Date: 05/08/2023

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


      Regards,



      ******
    • Initial Complaint

      Date:05/03/2023

      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.
      Our household is receiving threatening invoices to pay for book covers we did not consent to buying (nor did we ever actually receive anyway). We gifted our daughter a one year subscription and did not agree to anything else that was to be charged. This is highly disappointing coming from a children's magazine company. They're inaccurate of us owing any money, and the name on the shipping address is not fully correct either.

      Business Response

      Date: 05/04/2023

      Hello Mrs. *****, 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. We strive to provide
      superior customer satisfaction to all of our customers.

      Our records show that we received a response to a promotional
      mailing for Hidden Pictures and it was processed on July 25, 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 $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 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 effective May 3, 2023. The final
      shipment mailed September 2, 2022. Please disregard any notices or mailings that you
      may have received.

      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:05/02/2023

      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.
      Highlights has been sending me harassing notifications that state I owe $76.45 for unspecified "gifts" that they supposedly sent me. I never gave them permission to send me anything. My children received a gift subscription to Which Way USA from their grandmother and shortly after I began receiving these aggressive letters.

      Business Response

      Date: 05/03/2023

      May 3, 2023

      ***** ******* 

      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.

      Our records show that we received an order for Which Way USA on January 24,
      2022. The billing information was originally listed under “**** **”, but was
      then updated to your address on July 14, 2022, through the online customer
      portal. Oregon/Kanas was the first unpaid shipment mailed in August 2022, and
      the “other gifts” were the sets sent afterwards before the account was
      suspended (Indiana/New Hampshire, North Dakota/New Mexico, Wisconsin/Arkansas).


      It is
      clear from the information you sent to the BBB that you never intended to continue
      Which Way USA. Your account has been successfully canceled and cleared
      effective today, May 3, 2023. Please disregard any invoices or mailings that
      you may have received and keep the items with our compliments. As requested, I
      have also removed you from all further contact.

      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: 05/04/2023

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


      Regards,



      ***** ******
    • Initial Complaint

      Date:04/19/2023

      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.
      This is not a complaint, but a mix up of names and address. I bought the magazine for 2 children in the church l was serving, and then moved before the first magazine arrived. The address is 3** ********** ***** *************** ** *****. The children's names are ***** and ****** *****. They are brother and sister. Please make the changes. The are enjoying the magazine. No settlement needed.
      ****** *********

      Business Response

      Date: 04/20/2023

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

      ****** *********: 


      I have received a copy of your complaint to the
      Better Business Bureau. Thank you for your feedback, we really appreciate it.

      The shipping information (name and address) for the children has been successfully updated in our
      records. For your convenience, we have also reshipped the issue from this
      month. Please allow 2-3 weeks for the reshipped item to arrive at their new
      address.

      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: 05/05/2023

      ************
      I am not complaining l just want to be sure you have the correct information. 
      I have been informed that the magazine is being delivered to the correct address. The problem has been resolved.

      ****** ********
    • Initial Complaint

      Date:03/25/2023

      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.
      March 2023
      I received a mail solicitation from Highlights magazine and I sent it in with a gift subscription for my granddaughter. When I got the bill in the mail it was for twice as much as the mail solicitation said it would be. I tried to call customer service but they just disconnected me, I emailed them no response and I cancelled the subscription online.

      This is obviously a fraudulent practice and since I did not pay the bill there is no monetary issue unless they report this as an unpaid bill to the credit bureau which to date I'm not aware of, but I want the subscription at the price they advertised in the mailing which unfortunately I mailed in without keeping a photocopy.

      Business Response

      Date: 03/27/2023

      Hello Ms. *****, 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. Providing a world class
      customer experience is our top priority and I apologize that it wasn’t
      demonstrated to you.

      Our records show we received a response to a
      promotional mailing insert, and it was processed on March 15, 2023. This offer
      presented the opportunity to order a 1-year subscription for $35.64 (plus applicable
      sales tax) and included 2 free gifts with offer. The High Five order was canceled by a rep on March 25, 2023, and they also removed you from all further contact at that
      time. Your account has been cancelled and all charges removed. Please disregard any notices for payment and you may keep any items received 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: 03/27/2023

      There was also included in the mailing a sticker that added another additional 1/2 off which brought the price down to less than $20.  I realize they are not going to make good on this but I do not agree with this offer and I think they need to discontinue these mailings.



      Regards,



      ****** *****

    • Initial Complaint

      Date:03/24/2023

      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.
      We have received several threatening letters stating we owe a past due amount for magazines that we never signed up for, nor agreed to pay for. We’ve tried to call customer service but we always receive messages that they are “in a meeting.” This is beyond ridiculous, deceptive, and a massive scam. You cannot mail people things and then send them a bill with no agreement or financial information provided. As a matter of fact, my mother purchased a subscription for our daughter as a gift in October of last year and I’m going to urge her to cancel it as we don’t want to support a company that scams people under the guise that it’s “for the children.”

      Business Response

      Date: 03/26/2023


      ****** ******** 

      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.

      Our records show that we received a response to a promotional mailing for Hidden
      Pictures Let’s Play and it was processed on July 22, 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 state 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. 

      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 club account was successfully canceled and
      cleared March 25, 2023. I’ve canceled the High Five magazine subscription
      effective today, March 26, 2023, and your mother will receive a refund for the
      remaining issues 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 # *********

    • Initial Complaint

      Date:03/15/2023

      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 have been receiving multiple bills for books I never agreed to order and obviously did not provide my payment details to the company. I think that my child received a FREE booklet and another map by mail prior to the charges. I am extremely concerned that I am receiving bills for items I did not directly order and would like these charges to be dropped.

      Business Response

      Date: 03/15/2023

      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. Providing a world class customer experience is our top priority and I
      apologize that it wasn’t demonstrated to you.

      Our records show that we received a response to a promotional
      mailing for Which Way USA and it was processed on July 1, 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 August 3, 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 me at
      ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.


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

    • Initial Complaint

      Date:03/13/2023

      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.
      I have been receiving increasingly aggressive bills harassing me into paying for a subscription I never agreed to subscribe to. I believe my children received one FREE booklet and no further shipments.
      I never provided any financial information to your company, and I never agreed to any subscription beyond the one free magazine. Therefore, I am extremely concerned that I am receiving aggressive bills threatening to "take further action" against me. This situation is extremely dishonest and predatory.

      Business Response

      Date: 03/13/2023

      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. We strive to provide
      superior customer satisfaction to all of our customers.

      Our records show that we received a response to a promotional
      mailing for Which Way USA 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 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 July 13, 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 me at
      ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

       

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

      Customer Answer

      Date: 03/13/2023

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


      Regards,



      ****** ******
    • Initial Complaint

      Date:03/11/2023

      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.
      I keep receiving bills from hidden pictures club a part of highlights. They say that I owe $31.49 for magazines that I never agreed to purchase. I never agreed to a subscription with them or gave them any financial information. I don't think its legal to just send someone a magazine and then start demanding them to pay for it when I never agreed to receiving it in the first place. I would like for my account to be cleared and to not receive any more bills for this.

      Business Response

      Date: 03/13/2023

      Hello Mr. *******, 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. We strive to provide
      superior customer satisfaction to all of our customers.

      Our records show that we received a response to a promotional
      mailing for Hidden Pictures and it was processed on August 25, 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 September 28, 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 me at
      ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST

      Thank
      you, **** *******

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

      Customer Answer

      Date: 03/14/2023

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


      Regards,



      ******* ****
    • Initial Complaint

      Date:02/26/2023

      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.
      This company has sent multiple harassing "bills" in the mail for a product that they claim to have sent to us. This is not anything that we ever requested and I have no idea what this product actually is. Allegedly, they sent this, without our requesting it, we're alleged to have kept it, and then they billed us for something we have never requested. I'm not sure how it's legal to send something to someone in the mail without their asking and then demand that they pay for it. I did not sign up for an account with this company and have no records of ever asking for them to send me anything. I do not know how they got my information but they need to stop harassing us with false claims and demands of payments.

      Business Response

      Date: 02/27/2023

      ***** *******: 

      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 processed in your name. 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 11, 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 state book/map 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 state books
      with no further obligation. Or, if you chose to continue in the club, you would
      receive two new Which Way USA state 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, February 27, 2023. 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 # *********

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