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Business Profile

Magazine Publishers

Firecrown Media

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Magazine Publishers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 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:04/02/2025

    Type:Delivery 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.
    Dear Friends,
    I am writing to express concern for the firm listed above, which carries on business as Firecrown Media and located at *** ****** ******* ************ ** *****. I have include a photocopy of the offer that was sent encouraging me to re-subscribe to one of their publications, ***** ********** ********. The offer states that I could receive a one-year subscription for the special sum of $29.95.
    When I took advantage of the offer I recorded the date that I sent the check plus the check number. As you observeI mailed it on January 11, 2025 via the tear-off portion of the offer noted on the top in a pre-addressed envelope. During February the bank statement arrived showing that Firecrown had indeed cashed the check, indication that they received it; however, I have not received any issues of the subscription to date. Several weeks ago, I sent Firecrown a letter to their Chattanooga address informing them that I had not received the subscription and to date I have not received any reply whatsoever from Firecrown Media.
    I was hoping that Better Business Bureau could investigate the company and ascertain why they have not filled my request. Granted, the sum of money, $29.95, is not a major amount by today's standards, but the principal of not following through or answering my letter, is something that tarnishes the record of this company. I appreciate your kindness in looking into the matter and for all the diligent work that you do to keep businesses honest and aboveboard.
    Sincerely,
    ****** *********

    Business Response

    Date: 04/08/2025

    I reached out to Mr. ********* on Friday, 4/4/25 to apologize for the lack of response and service received regarding his inquiry.  

    I advised that we received his order and payment for ***** ********** on 2/6/25 for a one-year subscription at the rate of $29.95.  This payment covers the issues of April 2025 through delivery of the March 2026 issue.   Communicated that he should have received both the April and May 2025 issues.  Asked him to confirm if either issue had arrived in the interim, so complimentary replacements can be expedited.  

    He later responded that afternoon to thank me for my kind response to his letter and confirm non-receipt of both issues.  That evening, I went ahead and sent a replacement for both the April and May 2025 issues through our shopping platform, which allowed me to get the issues sent to Mr. ********* faster, as well as provide tracking on the order.  I advised Mr. ********* that as soon as I saw the issues were delivered, I would circle back with him again to ensure receipt.  I also provided him with the mail and expected arrival date of the next issue, June 2025, so he could watch for it.  

    Today, 4/8/25, I circled back to advise that his package containing the replacement issues mailed yesterday, 4/7/25, and provided him with the tracking number.  I reassured him I would still circle back once the package shows it was delivered.  

    ***** *****, Customer Experience Manager, Firecrown Media

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

  • Initial Complaint

    Date:02/21/2025

    Type:Delivery 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.
    Received call from Firecrown and issue has been resolved . Greatly appreciate your help .Thank you , ***** ******

  • Initial Complaint

    Date:11/15/2024

    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.
    On 10/13/24 I sent check #*** for $29.95 to Firecrown for my one year subscription to "******" magazine. To date I have heard nothing. So called customer service dept was no help at all after 2 calls. They couldn't even locate my account. I have been receiving this magazine for 25 years now, and the customer service has been excellent up until now. I enclosed all info that you need. Be sure to correspond with **** *******, the editor. He will want to know about this. I put a note in my payment to him.

    Business Response

    Date: 11/18/2024

    Good Morning,

    We received the BBB Complaint for customer, ***** *******, this morning and immediately responded to it with the following action:

    A phone call was placed to Mr. ******* at 11:27am CST on 11/18/24 to apologize for his lack of service and confirm his payment.  A voicemail was left.

    An email was then sent to ******************* immediately following the phone call with the same information.  Sent email is attached for your reference.

    Customer's personal check in the amount of $29.95 was received and applied to his account on 11/5/24, extending his ****** subscription paid through the January 2026 issue without interruption.

    If anything further is needed, please don't hesitaet to contact me.

    ***** *****, Customer Experience Manager, Firecrown Media

     

     

  • Initial Complaint

    Date:08/15/2024

    Type:Delivery 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.
    Good magazine for years than they stopped mailing it. If it is late, by the 4th of the month, they mail a new copy. They not only changed it to the 15th of the month but I didn't receive my copy they said they would mail the 15th of July. They don't know how to mail copies? I want my August issue (issue I would receive in July since they are a month ahead). If they are unable to mail me my issue, for whatever reason such as broken hands, I want my full magazine subscription refunded as I am paid up until November. Why can't they mail me my issue? They should mail a late issue immediately, like they did in the past, and not on the 15th of the month (they didn't even do the latter)

    Business Response

    Date: 08/12/2024

    We are very sorry this
    customer is experiencing such frustrating issues with receiving his ********* magazine at the time he expects to see it, based on past delivery dates. The
    magazine, now owned by Firecrown Media as of June 1, 2024, has been going through
    the ownership transition and we apologize that that may have been the reason
    his magazine did not show up at the usual time. We can see that the customer
    contacted ***** customer service on July 8 and July 15 about not receiving his
    August 2024 issue of ********* magazine. Although he was told that a
    replacement issue would be sent to him, it appears that he has not received
    it. Firecrown’s customer service manager is investigating the problem and
    will contact the customer. Again, our apologies to this customer. 

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

    Business Response

    Date: 08/22/2024

    Good Morning!

    Re:  BBB Complaint from **** ******* 

    Mr. ******* had requested a replacement for a missing August 2024 issue of *********.  The issue replacement was entered; however, due to some internal challenges were were experiencing with inventory levels and distribution, the replacement was never fulfilled/sent. 

    An email was sent to Mr. ******* this morning, 8/22/24 as well as a phone call, to apologize for the service experienced with his subscription.   A voicemail message was left and an email sent.  We explained that at the time of his request we identified some challenges with inventory levels and distribution. Unfortunately, Mr. ********* request was caught in that transition.  We were since able to adjust inventory levels and implement a few changes that should avoid impact to our valuable subscribers going forward.  

    Inventory has since been adjusted and a complimentary replacement was sent to Mr. ******* on 8/16/24.  The package is out for delivery today, 8/22/24, with expected delivery by 8:00pm this evening.  Mr. ******* was provided a tracking number for reference as well.  We also extended his ********* subscription by three issues, as a thank you for his patience in this matter.

    If we can be of further assistance, please don't hesitate to contact us.

    Kind Regards,

    ***** *****

    Customer Experience Manager

    Firecrown Media

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

Firecrown Media is NOT a BBB Accredited Business.

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