Business Profile

Magazine Publishers

Highlights for Children, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:12/23/2022
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.
My children received a Highlights Magazine Subscription for Christmas two years ago. The subscription ended and Highlights continues sending us magazines with a bill every month.

I have called the company numerous times and asked them to stop sending the magazines and every month they continue to send me the magazine with another bill.

They have threatened to send the bills to collections and refuse to stop sending the magazines.
Business Response
Date: 12/27/2022
December 27, 2022

Dear ****** ********

I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
High Five magazine 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.

Our records show that your magazine subscription was canceled by a rep on
11/15/2022. The last issue you should receive is Jan23, which should arrive
before the end of December. As requested, I have 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.

**** *******
Director, Customer Contact Centers
Account # *********
JC/sre
Initial Complaint
Date:12/22/2022
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 bought on 11-25 a magazine subscription being told it would arrive by Christmas. I continually receive sales emails also stating December 13th was the last day in order to get the order by Christmas. I have tried messaging HR which actually conveniently gave me a link to their page on here. Now my granddaughter will not have one of her gifts for Christmas. They mailed me the books I ordered but didnt give me the magazine....it doesnt make sense. It is false advertising ?? I even have a screen shot of the email on December 13th saying it was the last day.
Business Response
Date: 12/27/2022
Dear ******* **********:

I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights magazine 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.
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 # *********
Initial Complaint
Date:12/22/2022
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.
When our paid subscription to Highlights Magazine ended, we received an offer that we returned in the mail to join the Puzzle Club for free. Now, I’ve been getting an invoice with late fees for the last 6 months. I wouldn’t have returned the “free” offer if I knew they were actually charging for it…
Business Response
Date: 12/27/2022
December 27, 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 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 $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.
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
Puzzle Buzz. Your account has been successfully canceled and cleared effective
today, December 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 # *********
JC/sre
Initial Complaint
Date:12/13/2022
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 was billed twice and paid twice for a subscription and have yet to be reimbursed for overpayment. I have contacted Highlights twice about this with no response from them and no reimbursement. I paid electronically first time and one month later got a bill saying I hadn't paid. I waited 3 weeks and first checks never cleared so I sent a physical check. Now both show up and I cannot get the reimbursement I am entitled to and no response from customer service
Business Response
Date: 12/14/2022
*************
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights and 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 the orders were successfully canceled by
agents on 11/28 and the refund checks were processed. They should arrive within
2-3 weeks from the processing date (arrival by 12/19).

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:12/07/2022
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.
Highlights’ Which Way USA is sending threatening mail saying i am late on payments for a magazine subscription i never formally agreed to purchase. I agreed to receive one free magazine to check it out. I then investigated to discover the subscription costs $100! Price for the subscription, when offered the free magazine, was not clearly disclosed. I never gave any financial info to the compay. This is a financial scam. Shame on a childrens magazine company for exploiting families. I please want these bills and harassment to stop. I will never again purchase a Highlight product.
Business Response
Date: 12/07/2022
December 7, 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 July 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 bookkeeper
were also to be included in the introductory shipment. The details stated
that you were free to cancel and return one of the books with no further
obligation. Or, if you chose to continue in the club, you would receive two new
Which Way USA books every three weeks at $15.90, plus shipping and
handling.

As we
have no record of receiving a cancellation request, we continued to send
shipments in good faith in accordance with the details of the promotion. It is
clear from the information you sent to the BBB that you never intended to order
Which Way USA. Your account has been successfully canceled and cleared
effective today, December 7, 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 # *********
JC/sre
Initial Complaint
Date:12/07/2022
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.
A representative from Highlights for Children contacted me by phone offering a free item based on my recent subscription to their magazine for children. I told her she could send the free item, but I did not want to join the Puzzle Club for which I would be charged.

I began receiving Puzzle Club shipments and my Chase Visa was charged.

I canceled any agreement for extra Puzzle Club billings from Highlights by phone on September 9, 2022.

I continued to be billed.

I called Chase Visa and again disputed this unauthorized billing. They requested that a call Highlights again and explain again, which I did.

Highlights again billed my card.

I explained this again by phone and by mail.

I do not owe and will not pay for any other billings from Highlights for Children.

I am requesting a refund of the money charged to me after the date of my cancelation, September 9, 2022.

I am willing to return the unordered and unwanted merchandise to whatever address is provided, after I receive sufficient postage.

Sincerely,
***** *****
Business Response
Date: 12/07/2022
***************

***** ******
I have received a copy of your complaint to the Better Business
Bureau. I am sorry for any misunderstanding regarding your 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 Telesales offer for Puzzlemania
and it was processed on June 28, 2022. The representative should have presented
the opportunity to receive an introductory shipment of Puzzlemania, for which
you would be charged 99¢ plus any applicable sales tax. A free book and certificate
were also to be included in the introductory shipment. They should have
also 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 Puzzlemania books every three weeks at $5.95, plus shipping and
handling and sales tax.

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. There
was a change to the account on September 28th, but it was an update to your
payment method- new expiration date. It is clear from the information you sent
to the BBB that you never intended to continue with Puzzlemania. Your account was
successfully canceled by a rep on December 2, 2022, and they also processed the
requested refunds. 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: 12/08/2022
I accept the business's response to resolve this complaint. Thank you for your prompt assistance. And thanks for all the disputes you resolve in your business.

Regards,

***** *****
Initial Complaint
Date:12/04/2022
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.
They charge u even after you cancel!!! After subscribing to High Five Nov 21, I was very diligent about canceling my subscription so it would NOT auto renew, because I had read all of the complaints about people being auto renewed.
So I canceled it, literally the same month I got it to be safe! WELL 1 year later, I noticed a renewal charge from highlights?.. I was furious!!! Because I knew I had canceled. So I go online to check my highlights account, but Its not letting me sign in! I try "forgot password" but website doesn't recognize my email address as having an account??? Hmm but after digging through my junk email, I found a auto renewal notice sent to SAME email address... so how can you say I dont have an account associated with the email you sent my auto renew to??? Maybe because I CANCELED my account last year!!!! Didn't think they were such thieves that I would need to keep documentation of the cancelation But I will keep digging until I can call them Monday!
ALSO the magazine advertised for 5year olds isnt even at an average 5 year olds reading level!?! They are maybe a 5th Grade reading level! Why would my 5yo want a magazine that he can't even read??? I want a refund for auto renew AND ORIGINAL charges because Im not satisfied with these horrible magazines, actually U can have them back they just sit here collecting dust seeing my kid can't even read them! (He is now 6 reading at a scholastic level 2) these magazines aren't even ALMOST readable for him, and have tiny letters for KIDS. Horrible!!
Business Response
Date: 12/05/2022
December 5, 2022
Dear ***** *****:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
High Five Bilingue 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.
Unfortunately,
your account isn’t reflecting any changes/opt-outs. When accessing the online
account portal, customers must create an actual account on the online platform
(mylo) to be able to login using their email address and created password- this
isn’t automatically set up. If not, customers will only be able to access
account details as a “Guest” using their account number and billing zip code. You
will still receive promotional and account notifications to your email, but that
has no connection to the online profile/account system.

Because every child is different, our magazine subscriptions
do not automatically adjust based on the age of the child. High Five (generally
ages 2-6) is for children who are ready to sit and listen to a complete story.
We also recommend this level for children who: starts to name and recognize
shapes and everyday objects, turns pages of books without tearing them, colors
and draws with more precision and wants to try new activities. Our highest
level is Highlights, recommended for ages 6-12. This level is best for children
who are comfortable reading on their own. Thank
you for your comments, we always appreciate feedback from our customers. I am including
your comments in our Voice of the Customer database to be distributed and
viewed throughout the company.

The renewal
order has been successfully canceled, and your refund should appear back within
3-5 business days. The final magazine issue (Jan23) will arrive this month. We’ve
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.

**** *******
Director, Customer Contact Centers
Account # *********
******
Initial Complaint
Date:12/01/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a magazine subscription from Highlights. The amount to be charged was $27.97 on 11/24/2022 through my ****** account. I noticed the next day they changed the dollar amount to $30.10 without notifying me. Because of this I did not trust them to bill me through ****** and called to cancel my order. I have called and emailed multiple times. I’ve been told 3 times now I will be getting a refund for the $30.10 and have yet to see anything come through. Awful customer service and not trustworthy company. Please help me get my funds back.
Business Response
Date: 12/05/2022
***********
Dear ****** *****:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Hello magazine 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.
The
initial amount shown is just based on the price of the products. During this
process, the order hasn't hit the system yet or figured in delivery addresses.
Once it goes on the system the actual charge goes through based on the shipping
addresses, and applicable tax will be figured. To help make customers aware, we
include a message on the checkout page saying applicable sales taxes may
apply.
Your
full refund ($30.10) was successfully processed and should arrive via mail shortly.

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: 12/07/2022
I accept the business's response to resolve this complaint. I am hopeful they are truly sending me a check in the mail as a refund to my payment.

Regards,

****** *****
Initial Complaint
Date:12/01/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Highlights has sent me bill after bill, but has never delivered a single item to my house. Every time I have attempted to call in to dispute this, I am unable to get through. Their phone system is deliberately routed in such a way to discourage people from calling in. I'm guessing this is to prevent people from cancelling their "subscription". I am completely saddened by the shameful business practices and overall deplorable activity by "Highlights". On 12/01/2022, I called in again, was on hold for no less than 10 minutes, and forced to listen to the most treacherous hold music (I would have preferred nails on a chalkboard to their "music" choice). Finally spoke to someone with an accent so thick, I could barely understand him. I informed this CSR that I haven't received anything but they keep sending me bills and he stated that the subscriptions wouldn't start until August of 2023. This company is trying to collect money from me, an 81 YO elderly woman, for a subscription that I won't receive until late next year. I don't know if I'll be around next year! When I signed up for this subscription, around 5 months ago, it did not state anywhere that the subscription wouldn't start for over a year! This is your typical mail-order scam, circulating amongst my social group. Taking advantage of elderly people like myself. My ****** will be sending out a bulletin to everyone in my community to beware of this scam!
Business Response
Date: 12/02/2022
***********
Dear ***** *******:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights magazine 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 you responded to our Early Bird Savings
offer. These subscriptions start with the January 2023 issue, which should
arrive in December before Christmas. A free 2023 Hidden Pictures Calendar &
Hidden Pictures booklet will also arrive at that time. However, your order was canceled
on 12/1.
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: 12/10/2022
I accept the business's response to resolve this complaint. I do, hope ************* pray their "rating" be adjusted to reflect the negative response. I have better things to do than to contact the BBB in regards to business with which you have accredited. Obviously you should seriously take a look at how you accredit business such as this one.
Regards,

***** *******
Initial Complaint
Date:11/28/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a magazine for my grandson and he has yet to receive it. I paid by check $36.94 in October 2022 (copy attached). I tried calling customer service but no answer this was at 9:00 am ET.
Business Response
Date: 11/28/2022
Dear ******* ******:
I have received a copy of your complaint to the
Better Business Bureau. I am sorry for any misunderstanding regarding your
Highlights magazine 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 you responded to our Early Bird Savings
offer. These subscriptions start with the January 2023 issue, which should
arrive in December before Christmas. A free 2023 Hidden Pictures Calendar &
Hidden Pictures booklet will also arrive at that time.
Once again, I
sincerely apologize for any inconvenience you may have experienced.
Should you have any further questions or concerns, please feel free to contact
me at ###-###-####, Monday through Friday, 8:00 AM to 4:30 PM, EST.

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

Customer Answer
Date: 11/30/2022
I accept the business's response to resolve this complaint.

Regards,

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

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