Business Profile

Magazine Publishers

Highlights for Children, Inc.

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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

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

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/20/2023
Type:Delivery 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 ordered a 12 months highlights magazine subscriptio in late September, received an invoice the first week of October, and paid for the subscription on 10/8/22. It was a promotion that included 2 free gifts and the first magazine was to arrive in December 2022. I called on 12/21/22 to find out the status since my granddaughter had not yet received her magazine. I was advised the magazine was in the mail. As of 1/20/23 no magazine has arrived. My customer number is **********.
Business Response
Date: 01/20/2023
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 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
your account, it shows that your magazine subscription started with the Jan23
issue which should have arrived before Christmas. A free 2023 Hidden Pictures
Calendar & Hidden Pictures booklet was also sent with the first copy. I've processed a reship
of the missing items and added 2 complimentary issues to the subscription term.
Please allow 2-3 weeks for the reshipped items to arrive. Your gift
subscription will now overall expire with the Feb 2024 issue.

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.

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

Customer Answer
Date: 01/20/2023
I accept the business's response to resolve this complaint.

Regards,

**** *****
Initial Complaint
Date:01/20/2023
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 not placed any orders through this company. They are sending magazines to my nine-year-old daughter and then sending me bills. I don’t know where they got her name and our address, but these predatory practices against minors are despicable. I have not placed any orders and I would like to stop getting bills from these people.
Business Response
Date: 01/20/2023
January 20, 2023

*** *******:
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding the 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 December 15, 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, January 20, 2023. The final shipment (Florida/New York) was mailed on
January 18, 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 # *********
JC/sre
Initial Complaint
Date:01/15/2023
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’ Which Way USA is sending me invoices for a subscription I never agreed to. They want payments for a subscription I never agreed to purchase. I agreed to receive one free magazine to check it out. Price for the subscription, when offered the free magazine, was not clearly disclosed. I never gave any financial info to the company. I will never again purchase a Highlight product.
Business Response
Date: 01/17/2023
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 October 7, 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 shipments was processed on January 13, 2023, 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 # *********

Customer Answer
Date: 01/19/2023
I accept the business's response to resolve this complaint.

Regards,

******* **********
Initial Complaint
Date:01/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered Highlight for my three grandchildren on Sept 26, 2022, ostensibly for a Christmas present. We were told the issues would be delivered in early December. They didn’t show up. Called Highlights several times. Each time the receptionist told us the matter would be taken care of. It wasn’t. Called a week ago and asked for a refund. Never got it
Business Response
Date: 01/17/2023
Hello Mr. *****, I have received a copy of your complaint to the Better Business Bureau. I am sorry for any misunderstanding regarding the delivery of your Highlights magazine subscriptions. 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 your order was processed as a response to our special offer that was scheduled to arrive by Christmas along with the two free bonus gifts and nothing has been returned back to us as undeliverable. Your orders were successfully canceled effective January 6, 2023 and a full refund has been issued. A refund check for each subscription order will arrive within 2-3 weeks.

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:01/14/2023
Type:Delivery 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 purchased a subscription on 09OCT2022. I reached out to the company in late December to ask why we had not yet received a magazine. I did get a customer service response asking for my address. I sent screen shots of confirmations showing my address was correct, account info, and order. I also provided my address. I received an automated email response to that. Since then I have not heard back.
Business Response
Date: 01/17/2023
Hello Ms. *****, I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding the
delivery of your High Five magazine 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 your order was processed as a response to
our special offer that was scheduled to arrive by Christmas along with the two
free bonus gifts and nothing has been returned back to us as undeliverable. Your order was
successfully canceled effective January 17, 2023 and a full refund has been issued. Refunds take 3-5 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
Account # *********

Customer Answer
Date: 01/22/2023
I accept the business's response to resolve this complaint. Strangely enough we finally received the first copy of the magazine this week. We did not receive anything else. I do accept the response but after contacting their customers service department more than one time I cannot say that I recommend the company. It is a pity as I believe their products are good quality.

Regards,

******* *****
Initial Complaint
Date:01/10/2023
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 placed and paid a subscription with Highlights Magazine September , 2022. My grand daughter has not received a magazine yet. Today is 1/10/23. She was suppose to receive the first magazine in December, 2022. I have Called them three times. Today they said her January , 2023 issue will arrive in 3 to 5 weeks. My order #********** Thank you!
Business Response
Date: 01/11/2023
Hello Mrs. **********, I have received a copy of your complaint to the Better
Business Bureau. I am sorry for any misunderstanding regarding the delivery of your Hello magazine 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 your order was processed as a response to our
special offer that was scheduled to arrive by Christmas along with the two free
bonus gifts and nothing has been returned back to us as undeliverable. A replacement for your missed January 2023 issue and bonus gifts has been re-sent as requested on January 10, 2023, which should arrive within 2-3 weeks. For the inconvenience, we added two complimentary issues to your subscription, so it will now expire February 2024.
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: 01/11/2023
I accept the business's response to resolve this complaint.

Regards,

******* **********
Initial Complaint
Date:01/09/2023
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 ordered a gift subscription to Highlights magazine for my grandsons. My check cleared 11/29/22. I called in mid December and was told the magazine would arrive by Christmas. It did not. They claimed they would send another copy which was allegedly mailed on 12/20/22. It is now 1/9/23 and no magazine has been received. The magazine is coming from Ohio to IL and should not take 3 weeks to arrive. I was also promised a partial refund several weeks ago which I have not received. Have been refused opportunity to speak with a supervisor. Ordered a different magazine from another company for other grandchildren at same time as this one and they received a month ago. This is ridiculous. If Highlights cannot fulfill this subscription in a timely manner, I request a full refund ASAP
Business Response
Date: 01/10/2023
January 10, 2023

Dear ***** *********:

I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights magazine 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
your account, it shows that your magazine subscription started with the Jan23
issue which should have arrived in December before Christmas. A free 2023
Hidden Pictures Calendar & Hidden Pictures booklet was also sent with the
first copy. A reship of the missing issue was successfully submitted by an agent
on December 20th. Unfortunately, our warehouse is not located in Ohio
and the complete reship process (including delivery time) can take 2-3 weeks.
Your partial refund was processed last week (January 2nd) and will
be arriving by January 23rd in the form of a refund check. The agent
that processed your refund also add 3 additional issues to your subscription
term. Your gift subscription will now expire with the Mar24 issue. We’ve personally
sent an email to further assist.

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.

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

Customer Answer
Date: 01/11/2023
the recipients of my gift subscription still have not received any of the magazines that have allegedly been sent. I still have not received tracking information for the expedited products that have been promised. My check cleared Nov 29th and I have received multiple promises but no product as of yet. I do not consider this a resolution

Regards,

***** *********
Business Response
Date: 01/13/2023
January 13, 2023

Dear ***** *********:

I’m sorry for any confusion. An email containing the
tracking number was sent to you on January 12, 2023. You also confirmed that it
was received when responding to that email on January 12, 2023. The provided
tracking information shows an expected delivery date of January 14, 2032.

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.

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

Customer Answer
Date: 01/18/2023
I accept the business's response to resolve this complaint. Thus was unfortunate. It took numerous calls and e-mails to get any action. The first 2 magazines they claim to have mailed have still never been received. I had to ask and request cancellation to get 3rd copy expedited . Why should you have to waste so much time and complain just to get what you paid for? Very disappointed in this experience.

Regards,

***** *********
Initial Complaint
Date:12/30/2022
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.
The business is highlights puzzle club my account is *********.....I never requested the subscription... I cancelled twice over phone paying the cost of what I allegedly owed so they would stop sending me letters and books to my address...I think when I have cancelled twice that should be enough...they stopped sending for a few months.. but now they have started again...I want a refund for what I paid and for them to stop sending me there garbage....
Business Response
Date: 01/04/2023
Hello Mr. ******, 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 April 13, 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 mailed December 16, 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: 01/05/2023
I accept the business's response to resolve this complaint.

Regards,

***** ******
Initial Complaint
Date:12/29/2022
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.
Purchased a one year subscription as a gift on 11/25/22 with the company promise of delivery by Christmas. I have reached out several times with no response and have not received the magazine. I want a refund and personal info removed from their database.
Business Response
Date: 01/04/2023
January 4, 2023

Dear ****** ******:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights magazine 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
your account, it shows that your magazine subscription started with the Jan23
issue which should have arrived before Christmas. A free 2023 Hidden Pictures
Calendar & Hidden Pictures booklet was also sent with the first copy. As
requested, your order has been canceled and your full refund of $25.98 should
appear back in your account within 3-5 business days. I have also removed your
information from all further contact. The last issue mailed was the Feb23
issue, which should arrive before the end of January.

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.

**** *******
Director, Customer Contact Centers
Account # *********
Initial Complaint
Date:12/27/2022
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 never requested any new subscription to highlights magazine after cancelling the last one. Twice they sent me puzzle buzz in the mail. I never subscribed to it so why should I pay? And now they are sending me mail and email after mail/email to pay $23.87. This is just a money scam. I regret sending highlights subscription as a gift to my cousins who have kids. Oh and I am sure the yearly subscription for it costs less than what they sent for this price, but that’s besides the point.
why should I pay up for something that the highlights magazine decided to send me on their own wit’s out me asking for it.
Never again will I send a highlights gift subscription to anyone.
Business Response
Date: 12/27/2022
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 April 5, 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 May 19,2022. 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, Jeff
Cundiff
Director, Customer Contact Centers
Account # *********
JC/jst

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