This business is not BBB accredited.

Bookspan, LLC

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Phone: (212) 901-0700 View Additional Phone Numbers 348 Poplar St, Hanover, PA 17331 http://www.bookspan.com/ ! BBB Business Review on Bookspan, LLC is being Updated by BBB !


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Description

According to the information received by the BBB, the company’s nature of business is online book clubs. Memberships entail receiving introductory books at special pricing and requirements to purchase additional books at regular club prices. When accepting the offer, consumers may be enrolling in a book club in which products are sent by the firm and charged to the consumer on a periodic basis. The BBB suggests you read and understand company policies regarding the commitments before joining including the terms & conditions of the membership agreement.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.




Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Park Ave Fl 10

    New York, NY 10016

  • THIS LOCATION IS NOT BBB ACCREDITED

    348 Poplar St

    Hanover, PA 17331

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Park Ave, 10th Floor

    New York, NY 10016

  • THIS LOCATION IS NOT BBB ACCREDITED

    1S450 Summit Ave.

    Villa Park, IL 60181

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box 2916

    Phoenix, AZ 85062

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/27/2016 Billing/Collection Issues
4/23/2016 Billing/Collection Issues
4/20/2016 Problems with Product/Service
2/12/2016 Problems with Product/Service
1/27/2016 Problems with Product/Service
1/8/2016 Problems with Product/Service
1/8/2016 Billing/Collection Issues
11/15/2015 Billing/Collection Issues
11/11/2015 Billing/Collection Issues
11/2/2015 Billing/Collection Issues
10/28/2015 Advertising/Sales Issues
10/7/2015 Problems with Product/Service
10/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: First, I did not provide the correct mailing address or phone number due to fear of harassment by this company. I would be happy to provide both privately to the BBB. I was a member of the Children's Book of the Month Club but have not used the service in many years. When I received an email to decline a selection, I did so promptly. I recently went online to cancel my account since I have not used it in years, and noticed I had an account of $142.94. I had not purchased anything or received anything in years, and I had promptly paid for everything I ordered. So I decided to email their support and ask for my account to be cancelled and for the balance to be removed. It took ten days for me to receive a response. I was told by James that the account was cancelled and I could provide a credit card to pay for books they supposedly sent to a previous address that I never received. I immediately called and got a representative who sounded clueless and said he could not help. I asked for someone who could help and was transferred to William, who identified himself as a supervisor. I explained my problem and he immediately turned the blame on me because I did not update my address and said I was responsible for all of the items I never ordered and never received. I told him I would not pay for items I never ordered or received. He told me I could have returned them, but I could not return them if i never received them. I also have a hard time believing they were not returned by the post office, as they return items after the forwarding order expired. William even had the nerve to ask for my current address so they could send me the bills I said I would not pay. He said if I did not pay the bills, they would send me to collection. I said I would not give him my current address as I did not care to be harassed. He said they do not harass people. Then what exactly are they doing trying to charge people for merchandise they never ordered or received? He also threatened me by saying they would continue to send bills to the old address and that other people would have access to my personal information. Isn't it illegal to knowingly share personal information with other parties?

Desired Settlement: I would like them to remove all charges from my account, stop sending my personal information to the old address, stop threatening collection and apologize for being so rude and difficult to deal with.

Business Response:

September 29, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

****** ****

CHILDREN’S BOOK CLUB Account #**********

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

Dover, PA **********

 

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

I am responding to the inquiry your office forwarded for ****** ****.

Please assure *** **** that we have issued the following credits, totaling $142.94, to her CHILDREN’S BOOK CLUB account:

 

Invoice:                 *********                                           Invoice:                 *********

Titles:                    Seven Wonders Book 3                      Titles:                    Historical Animals

                                Mouseheart                                                                          The Keepers

Date:                      6/27/2014                                             Date:                      4/23/2015

Amount:                $36.53                                                   Amount:                $35.47

 

Invoice:                 *********                                           Invoice:                 ********

Titles:                    Big Nate Lives It Up                           Titles:                    Ratscalibur

                                Seven Wonders Book 4                                                      Ava and Taco Cat

Date:                      5/8/2015                                                               Date:                      5/28/2015

Amount:                $35.47                                                   Amount:                $35.47

*** ****’s account is now closed with a zero balance. *** **** may disregard any future communications she might receive from the Club. 

In addition, we have removed *** ****’s name, address and email address from our solicitation lists.

Please assure *** **** that we have not placed her account in collections, nor have we reported this account to the credit bureaus.

We regret that *** **** experienced difficulty in attempting to resolve her concerns.  

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Thank you so much for your help in resolving this matter!

Regards,

****** ****

10/2/2015 Problems with Product/Service
9/8/2015 Problems with Product/Service
9/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been a member with Literary Guild for several years (along with their sister company, Doubleday Book Club for 30+ years). I had always been pleased with their customer service, book selection, and other areas of both clubs. Several months ago, quite a few changes happened in both clubs, some were okay, most were not. Both clubs became the same in selection so I canceled my membership with Literary Guild in April of this year. It seemed not to go through so in May I tried to cancel my membership again, then again in June. I have called to no avail to have my membership canceled and I am met with rudeness and assurances that it will be canceled. In July, my bank account was charged $27.98 from both Literary Guild and Doubleday Book Club ($55.96 total) for "Member Credits" in which to purchase books. I did not agree to this, not did I authorize this charge for either book club. Again I have sent notices to both clubs to reverse the charges and again requested that Literary Guild cancel my membership. I have been researching this online and neither book club are making any friends. No one is happy with how they have changed the clubs; selection has gone down, "member credits" were the worst idea possible.

Desired Settlement: I want a refund of the money from both book clubs and want Literary Guild to cancel my membership.

Business Response:

August 7, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

***** ******

DOUBLEDAY BOOK CLUB Account #**********

THE LITERARY GUILD Account #**********

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

Las Vegas, NV *****

 

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

I am responding to the inquiry your office forwarded for *** ******.

We are in the process of researching *** ******’s concerns and will respond with our findings shortly.

If you have any questions, you may contact me by phone at ###-###-####.

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

Business Response:

August 19, 2015

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

I am responding to the inquiry your office forwarded for *** ******.

We have reviewed both of *** ******’s accounts and note that on July 28, 2015, we processed two separate refunds of $27.98 each to her credit card, for a total refund of $55,96.

*** ******'s LITERARY GUILD account has been closed with a zero balance. *** ****** may disregard any future communications she might receive from THE LITERARY GUILD.

*** ******'s DOUBLEDAY BOOK CLUB account is open and in good standing, and reflects a credit balance of $17.09 from a previous credit. *** ****** may use this credit towards future purchases. If *** ****** would prefer to receive a refund check for the credit balance, she may request it by contacting me directly at ###-###-####.

We appreciate *** ******’s long-time membership and hope she will remain a DOUBLEDAY BOOK CLUB member. Our new Member Credits program provides members with the option of purchasing/declining two member credits per month which can be used to purchase two books of the their choice from the Club’s website. The program is more user-friendly and members will no longer receive automatic shipments of Featured Selections. Members will receive an email on the 1st of each month informing them that their credits are available and they have until the 10th of the month to decline the credits if they do not wish to purchase them that month.

If *** ****** has additional questions regarding our new membership program, she may contact me by phone or call our Member Credits Specialists at ###-###-####.

Sincerely,

Rachel H.

Correspondence Specialist

8/28/2015 Problems with Product/Service | Complaint Details Unavailable
8/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I canceled my membership with Children's Books of the Month back in 2011, and yet I'm still receiving emails to order books or I will be billed for them. I emailed customer relations and received an email response from Latrice R****** stating that: "We're sorry to hear you wish to cancel your account. We have processed your request. Our records indicate you currently have a balance due in the amount of $108.47" Again I canceled my account, personally back in 2011, I haven't ordered books since then so why do I have a balance?! Also the books are for girls, I have 2 boys!!! This is not how a business is conducted, you do not scam former customers by charging them for books they did not order!

Desired Settlement: I want this issued rectified immediately, my info (email) removed from Children's Book of the Month system and I wish to no longer be contacted by this company in the future!

Business Response:

August 3, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

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

CHILDREN’S BOOK CLUB Account #**********

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

********* *

Newark, NJ ********** [Address on account]

 

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

 

I am responding to the inquiry your office forwarded for **** *********

 

On review, our records do not show that **** *********s CHILDREN’S BOOK CLUB account was canceled. 

 

We have issued the following credits to **** ********’s account:

 

Invoice:                 *********                                           Invoice:                 ********

Date:                      5/7/2015                                                               Date:                      6/25/15

Titles:                    Rodeo Red                                            Titles:                    How to Read a Story

                                Peace is an Offering                                                            Sofia’s Magical World

Amount:                $36.87                                                   Amount:                $35.80

 

Invoice:                 07370744

Date:                      7/7/2015

Titles:                    Dress Me!

                                Sophie’s Animal Parade

Amount:                $35.80                                                   Total Credit:       $108.47

 

**** ********’s account has been closed with a zero balance. **** ******** may disregard any future communications she might receive from the Club.

In addition, we have removed **** ********’s name, address, and email address from our solicitation list.

We trust this resolves Mrs. Gonzalez’s concerns.

 

If you have further questions, you may contact me by phone at ###-###-####.

 

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

8/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Library of Science Books that were not ordered were received by USPS and refused (unopened) and returned by USPS. Company refused to acknowledge the return. Inquiries to the Customer Service Department were not acknowledged and follow-up inquiries had no record of the initial inquiries. The only feedback was that there is an amount due, pay it. At no time did the company attempt to trace the returned books. Finally, to protect my credit, the bill was paid with a letter (May 25, 2015) to the Head of the Library of Science. The check was cashed, but again no acknowledgement from the company was received. Now, two months later, the account has still not been closed even though requested in the original inquiries.

Desired Settlement: 1. Acknowledgement that the payment was received and credited to the account. 2. Acknowledgement that the original inquiries resulted in no action or tracing of the returned package by the business. 3. Closing of the account and acknowledgement in writing that the account was closed and acknowledgement that no adverse credit reports were made due to this situation.

Business Response:

August 10, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

***** ******

LIBRARY OF SCIENCE Account #**********

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

Cary, NC **********

 

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

I am responding to the inquiry your ***ice forwarded for *** ******.

On review, our records show that on May 29, 2015, we received and processed *** ******’s payment of $55.46 for the following shipment:

 

Invoice:                 *********

Date:                      2/4/15

Titles:                    Undeniable

                                The Biology Book

Amount:                $52.46

 

While we have no record of receiving *** ******’s return, as a courtesy we have issued a credit to his account in the total amount of $55.46, which includes a credit for a $3.00 late charge.  We are processing and mailing a refund check in the amount of $55.46 to *** ******.

Our records also indicate that *** ******’s LIBRARY OF SCIENCE account was closed, at his request, on April 9, 2015.

Please assure *** ****** that his account was never reported to the credit bureaus.

We have removed *** ******’s name, address, and email address from our solicitation lists.  *** ****** may disregard any future communications he might receive from the Club.

We regret that *** ****** experienced difficulty resolving his concerns. We appreciate his past membership.

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

It is sad it could not be handled without the BBB.

Regards,

***** ******

8/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Back in 2012 I received a call from this company saying that I owed them $180. I told them I never heard of the company and that I never ordered anything. When I asked for an invoice of what was purchased and where it was sent they wouldn't provide me with one. Just checking my credit report now, the debt was sold to a collection agency that black marked my credit, that again, I never received a call from. I originally thought this was a scam since they customer representative was very rude and demanding money without providing an invoice.

Desired Settlement: I would like this negative mark removed from my credit score as I am trying to buy a house and the mortgage company doesn't like this mark on my credit. I never heard of book of the month club, received a bill, or heard from a debt collection agency. Only got my credit report marked immediately.

Business Response:

July 27, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

                **** **** *******

BOOK OF THE MONTH CLUB

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

I am responding to the inquiry your ***ice forwarded for *** *******.

We are in the process of researching *** *******’s concerns and will respond with our findings shortly.

If you have any questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Business Response:

August 3, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

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

                BOOK OF THE MONTH CLUB

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

I am responding to the inquiry your office forwarded for *** *******.

We have been unable to locate an account for *** ******* with the information he provided.

It would be helpful if *** ******* could provide us with the name of the collection agency, a copy of that section of his credit report pertaining to the account, any previous address that may be on the account, and any other information that might prove pertinent in locating the account.

*** ******* may send the information to me directly via fax at ###-###-####.  As soon as we receive additional information, we will take steps to locate *** *******’s account and resolve his inquiry. 

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
I contacted ******** credit agency and they were able to remove the account for me.


Regards,

**** *******

7/3/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: For over a year we have been receiving packages addressed to the former owners of our home. I have contacted CBOMC via phone, email, and have sent packages "return to sender, not at this address" along with letters detailing that we are having issues with constant delivery at our home. I am told they cannot note the account based on name or address and have advised me (which i have saved emails) to open the packages to retrieve the account number so i can change the account information. I have advised them that i will not open someone else's mail nor will i pose as the account holder in order to change information on something that is not mine. I have called regarding this issue approx 4x, email approx 3x, and returned over 5 packages.

Desired Settlement: I want packages to stop being sent and a letter of apology for their poor customer service, follow through, and privacy violations would be nice.

Business Response:

June 12, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:          BBB Complaint ID ********

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

CHILDREN’S BOOK CLUB

*** *** *** **

North Canton, OH ***** 

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

I am responding to the inquiry your office forwarded for **** *****.

We are in the process of researching **** *****’s inquiry and will respond shortly.

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

It is an acknowledgment of my complaint but not a resolution. I will wait the 10 day period they have given to hear if they have truly resolved the problem. 

Regards,

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








Business Response:

June 22, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

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

CHILDREN’S BOOK CLUB

*** *** *** **

North Canton, OH *****

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

I am responding to the inquiry your office forwarded for **** *****.

On June 15, 2015, I contacted **** ***** by phone in an attempt to obtain information about this CHILDREN’S BOOK CLUB account.  After speaking with **** *****, we searched our database using the information she provided; we are unable to locate an account matching any of the information.

If **** ***** receives another package, I would ask that she please contact me to obtain my mailing address so she can send the package directly to me.  Once received, I will be able to locate an account number from the invoice shipped with the package.

We will certainly reimburse **** ***** for any return postage charges she may incur. 

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

6/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Literary Guild is at it again. I have had problems in the past with them in which you helped me when they suddenly change their contract terms. This time I went on line to check my monthly selections. I was not permitted access until I agreed to yet more new contract terms, i.e. getting "credits" whenever i refused the monthly selections. I do not want "credits"--and how are they credits if i must pay for them? To require your agreement to terms you don't want in order to see your selections (and refuse them if you don't want them) is little more than extortion!

Desired Settlement: I only want the terms of my original contract which shoujld not have changed.

Business Response:

May 18, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

***** *****

THE LITERARY GUILD Account #**********

* ****** ***

Bear, DE **********

 

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

 

I am responding to the inquiry your office forwarded for *** *****.

On April 28, 2015, we notified our LITERARY GUILD members via email about the upcoming changes to membership and our new Member Credits program.

The Member Credits program provides the member with the option of purchasing/declining two member credits per month which can be used to purchase two books of the member’s choice from the Club’s website.  The member credit purchase option works the same way as the Featured Selection purchase option previously worked - if *** ***** does not wish to purchase the member credits, she will need to decline them just as she would have declined the Featured Selections if she did not wish to receive them.  *** ***** will receive an email on the 1st of each month informing her that her credits are available and she will have until the 10th of the month to decline them if she does not wish to purchase the credits that month.

If *** ***** would like to learn more about the Member Credits program, she may call our Member Credits Specialists at ###-###-####.

If *** ***** does not wish to upgrade her membership, I would be happy to discuss some membership options with her.  *** ***** may call me directly at ###-###-#### and I will assist her personally.

We appreciate *** *****’ patronage and hope she will decide to continue her membership; however, if *** ***** would prefer to cancel her membership, she also may contact me directly to do so.

If you have further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: all they did was repeat their new contract terms to me and to the BBB.  This is unacceptable.  I was not able to accept or decline my featured selections unless I ACCEPTED THE NEW CONTRACT TERMS.  this is not an "upgrade," this is an entirely new deal.  They agreed years ago to the original terms they themselves set and I agreed  to and now, once again, this kind of activity.  Now I have these two "credits" and of course they want me to "upgrade" my CREDIT CARD.  i assume so they can charge it!!!!!  Why else?  This is just outrageous and I refuse to go along with it.  I want my original terms and procedure.  


How about if i say to them, "oh i know i bought a book but I'm not paying for it.  those are my new terms. "   How would that be?  But that is what they are trying to do.  It is just unacceptable.  Inviting me to quit my membership is exactly what they want since we have been through this kind of thing before.  In each instance, they legally had to adhere to my original agreement and not change it when it suited them!

Thank you.


Regards,

***** *****








Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: (they are apparently researching when nothing needs to be researched)


Regards,

***** *****








Business Response:

June 23, 2015

Dear *** *******:
This is in response to the follow-up inquiry your office forwarded for *** *****.
We have reviewed all correspondence among the Better Business Bureau, *** ***** and ourselves with regard to *** *****’ inquiry.
Please be advised that we have no further information to provide with regard to this matter. We consider this matter to be closed.
Should you have additional questions, you contact me at ###-###-####.
Sincerely,
Rachel H

Correspondence Specialist

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I use to have a membership to this monthly book club. I have never had any problems getting my books until they changed their name to add a "2" after it. I started to notice on a few occasions that the books I ordered never showed up. I canceled my membership due to the customer service I was receiving. However, I keep getting invoices for these three books I never received. I kept sending the invoices back with explanations of why I won't pay the invoice. They continue to send me these invoices dated 2013 for $29.95. I finally decided to call their customer service line today and got resistance on a solution. I was told they will not credit my account because they never received the books back and basically told me I would keep getting invoices from them until the balance is paid. I was a member with this club for many years and paying 9.95 per month was never an issue. I pay for what I receive and I didn't get these books. Product_Or_Service: Books Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the balance to $0.00. I did not receive the books and will not pay for something I didn't get.

Business Response:

June 3, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

BOMC2 Account #**********

P.O. Box ******[address on the account]

Charlotte, NC *****

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

I am responding to the inquiry your office forwarded for *** *******.

Please assure *** ******* that we have issued the following credits totaling $29.85 to her BOMC2 account:

Invoice:                 *********                           Invoice:                 *********

Date:                      10/25/2013                           Date:                      12/4/2013

Item:                      Never Say Never                  Item:                      Friends & Foes

Amount:                $9.95                                      Amount:                $9.95

Invoice:                 *********

Date:                      12/27/2013

Item:                      Private London

Amount:                $9.95

*** *******’ account is closed with a zero balance. *** ******* may disregard any future communications she might receive from the Club.

We trust this resolves *** *******’ concerns.

If you have further questions, you may contact me by phone at ###-###-####.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

6/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a member of Crafter's Choice for many years - have always paid my bills. In March of 2014 I ordered some books and arranged for payment through my bank. On March 10, 2014, that payment was made by my bank, ***** ***** to BMC Crafters Choice. It still shows in my bank records as a payment going to Crafters Choice. However Crafters Choice has sent me bills for this amount - $64.41. This is the amount that my bank paid to Crafters Choice on March 10, 2014. I have contacted Crafters Choice multiple times about this - once by a note written on the invoice which I sent back - and 2 more times by phone. Both of the times that I talked with someone on the phone, I was assured that this charge would be removed from my account. That lasted for a little while and then I started receiving bills for this amount AGAIN. Now the company is threatening to send this to collection. I repeat - my bank shows a record of this payment being made to BMC Crafters Choice on March 10, 2014. I am NOT willing to pay twice for these books and I want this completely removed from my account on Crafter's Choice. I am completely fed up with this company and the customer service - or maybe the problem here is in the accounting department. Regardless, I want this billing stopped.

Desired Settlement: I want my account balance to be adjusted to ZERO dollars and for it to REMAIN that way unless I should make another purchase at this company (which is highly unlikely given this experience). I want written assurance that this is taken care of and that it will not show up again in a couple of months.

Business Response:

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

 

I am responding to the inquiry your office forwarded for *** ********.

 

Please assure *** ******** that we received her payment of $64.41 on March 10, 2014. The payment was applied to an earlier balance on her CRAFTER’S CHOICE account.

 

We have attached a detailed account history for *** ********’s reference. The payment noted above is highlighted in bold.

 

As an accommodation, we issued an additional credit of $64.41 to *** ********’s account. 

 

*** ********’s account is currently in good standing and reflects a zero balance.  Please assure *** ******** that we have not placed her account in collections.

 

We trust this resolves *** ********** concerns.

 

If you have further questions, you may contact me by phone at ###-###-####.

 

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

If I should start receiving bills for this again (as has already happened) I will file another complaint.

Regards,

*** ********

6/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had ordered books from this business, never received them yet received a bill. The book order was resent and I returned the books yet they billed me again. At times over the last 2 years a representative indicated my account was zero yet now a year later they are billing me again for $110.96 after they had agreed that my balance was zero. The letter refers to a collection agency and I don't want to ignore it since I believe this company is fraudulent and is billing erractically to see if someone will pay them. older adults could have big problems with a company that does not keep accurate records or bills over and over even after a year hiatus. thanks

Desired Settlement: A final letter noting I owe zero to the company and no collection agency will be calling me.

Business Response:

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

 

I am responding to the inquiry your office forwarded for *** ********.

 

Please assure *** ******** that we have issued the following credits to her GOOD COOK account:

 

Invoice:                 *********82*********2

Date:                      11/26/2013

Items:                    An American Family Cooks

                                The French Kitchen Cookbook

                                Taste of Home Best Loved

                                Cooking Light Lighten Up

                                Good Housekeeping

Amount:                $107.96

 

We also removed a late charge of $3.00 added on June 12, 2014, bringing the total amount of the credit to $110.96.

 

*** ********’s account is currently in good standing and reflects a zero balance.  Please assure *** ******** that we have not placed her account in collections.

 

We trust this resolves *** ********** concerns. We appreciate her continued membership.

 

If you have further questions, you may contact me by phone at ###-###-####.

 

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as it reflects a zero balance and no collection proceeding will occur.

I very much appreciate your assistance in resolving this after 2 years.  I do believe this company sent bills falsely and that should be clearly investigated so it does not occur to others.  

Regards,

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

5/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have repeatedly contacted the billing department concerning inaccurate billing. We have repeatedly provided proof of payments that have not been credited to the account. There were books that were billed to the account that were not received. The accounting department was made aware of these issues. They continue to send bills without ever correcting the invoices or issuing credits for payments. They are threatening to turn the matter over to a credit agency. There is not money that is due to the literary guild because they have not credited payments that have been received and cashed to the account. We have telephoned, emailed, and written letters without any success. A customer service Agent by the name of Barbara was "investigating" the issue but nothing has happened. We have requested that the account be closed & for them to stop the threatening and harassing letters.

Desired Settlement: We want the payments that they have received and cashed to be correctly applied to the account. They should make any corrections with FALSE reporting to the credit agencies. We would like proof that all payments have been applied and the account closed.

Business Response:

May 18, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

****** ****** [Account holder]

THE LITERARY GUILD Account #**********

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

Lafayette, LA *****

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** that the LITERARY GUILD account under the name of ****** ****** has been closed with a zero balance.  For the *******’ convenience, we have attached a detailed account history noting all shipments and payments since September of 2013.

This will also confirm that we have not reported the ******* to any credit reporting agency.

**. and **** ****** may disregard any future communications they might receive from the Club.

We trust this resolves *** ******’s concerns.  We thank the ******* for their past membership.

If you have further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Attachment:         Account History

5/23/2015 Problems with Product/Service | Complaint Details Unavailable
5/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company refuses to cancel my membership and is unresponsive...except when it comes to mailing books for no reason and threatening to bill a card number I cannot remove from their data base. It is extremely frustrating to deal with them. 1000 previous complaints shows this.

Desired Settlement: Formal email from company acknowledging my membership cancellation, an apology for them stealing from customers, my credit/debit card information erased from files, and no further contact/business between us.

Business Response:

May 12, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

THE LITERARY GUILD Account #**********

15 Rockwell Terrace

Kingston, NY *****

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

I am responding to the inquiry your office forwarded for *** ***********.

Please assure *** *********** that his LITERARY GUILD account has been closed. *** *********** may disregard any future communications he might receive from the Club.

In addition, we have removed *** ***********’s credit card information from our database.

We trust this resolves *** ***********’s concerns.

If you have further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me but still feel other victims have not come forward and are still being abused.  My issue is resolved though.

Regards,

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

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have two "primary" complaints: lack of communication and an order that has been listed as "processing" for a long, long time. 1. I sent an email with a simple question. After several follow-up messages I finally received an actual response from customer service saying they were passing my question on to the appropriate department. I have received no further response from anyone. 2. An order I placed some time ago has not been filled. Once again, after several email messages from me, customer service replied that the appropriate department would be contacted. I have been a QPBC member for years and years (I've also worked for book clubs, so I understand the process). Customer service used to be a priority; now, automated messages are the normal response to any question. What most concerns me is the delay in processing my order with no clear explanation.

Desired Settlement: First of all, I want to have an email conversation with a real person. And then, either ship my order or refund my money. I hesitate to ask for a refund since that would require yet another transaction that will probably get screwed up, but I want this nonsense to end. Also, I'd like to use my bonus points and then cancel my membership. As for my original question, which was a simple request for information on the availability of specific books, never mind. I've noticed that your facebook page has not been updated in almost a year; I'm thinking this means that either you've all gone to the moon or are about to fold your tents and skip out on us.

Business Response:

April 29, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

**** *******

QUALITY PAPERBACK BOOK CLUB Account #**********

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

Richmond, IN **********

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

I am responding to the inquiry your office forwarded for *** *******.

Upon review, we found that *** *******’s March 2, 2015 order for the items listed below did not process due to an error in our systems.  

Item:                      *******                                                Item:                      1391190                                Item:                      *******

Title:                      The Girl on the Train           Title:                      Bittersweet            Title:                      The Paris Winter

Amount:                $13.49                                   Amount:                $12.74                   Amount:                $12.75

On March 14, 2015, we responded to *** *******’s March 9, 2015 email and informed her that the order was being re-processed.  On March 22, 2015, *** ******* requested an update on the order. On March 24, 2105, we informed *** ******* that we had attempted to process the order, but could not obtain credit card authorization for the total amount of the order ($38.98) from her credit card provider.

As a courtesy, we have re-processed the order free of charge. *** ******* will soon receive her complimentary shipment.

We have reviewed *** *******’s account and the email communications between her and our Customer Service department in March 2015 pertaining to books she could not locate through the Club.  We regret that we were unable to obtain those selections in our inventory.  We appreciate *** *******’s feedback regarding her experience with our Customer Service representatives and the communications she received.  We are always striving to improve and will take *** *******’s comments into consideration.

Lastly, *** ******* has 12 Bonus Points available in her Club account.  If *** ******* would like to use her Bonus Points to place an order, I will be happy to assist her personally.  *** ******* may contact me directly at ###-###-#### or via email at book.executive.services@directbrands.com.

*** *******’s Club account will remain open and active pending the placement of her Bonus Points order.  Should *** ******* wish to cancel after that order has been fulfilled, I can also assist her with account cancellation.  We hope, however, that *** ******* will decide to remain a member of QUALITY PAPERBACK BOOK CLUB.

If you have further questions, please do not hesitate to contact me.

 

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:


What a hot mess!  Their claim that they responded to my order on March 24 stating that the credit card would not work is inaccurate. I did not place my order until April 2; I have the verification email on that date. Nothing more was shared with me re my credit card. In fact, I did not use the old credit card for that order; I used ****** instead, and that transaction has been on hold with ****** since April 2. In addition, I just tried to log into my account and received a message that it did not exist. This is truly frustrating.

Regards,

**** *******








Business Response:

May 5, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

**** *******

QUALITY PAPERBACK BOOK CLUB Account #**********

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

Richmond, IN **********

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

I am responding to the follow-up inquiry your office forwarded for *** *******.

Upon further review of our previous response to your office, we note typographical errors regarding some of the the dates referenced therein. The correct information is set forth below:

·         On April 14, 2015, we responded to *** *******’s April 9, 2015 email and informed her that the order was being re-processed. On April 22, 2015, *** ******* requested an update on the order. On April 24, 2015, we informed *** ******* that we had attempted to process the order, but could not obtain credit card authorization for the total amount of the order ($38.98) from her credit card provider.

The ****** authorization for the order *** ******* placed on April 2, 2015, expired on May 2, 2015. The original order has been closed in our system; *** ******* will not be charged for that order.

As stated in our previous response, we have shipped the order to *** ******* free of charge.

*** ******* sent an email to us on April 24, 2015, requesting cancellation of her account. We responded to that email on April 29, 2015 informing *** ******* that her account has been closed, which is why she is unable to log on to our website.

We trust this resolves *** *******’s concerns.

If you have further questions, you may contact me by phone at ###-###-####, or you may send an email to book.executive.services@directbrands.com.

 

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  


The resolution is satisfactory. However, I recommend that communication and accuracy be improved greatly.

Also, I have just received an email re this month's selections. I assume this was already in process and will not happen again.

Regards,

**** *******

5/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In August 2014 I ordered a book from the History Book Club. It was not sent and after 1 month I cancelled the order. Several days later I received the book and mailed it back to them unopened. Since that time I have received bills for the book that was returned. I have written e-mailed and telephoned but have had not success in getting a response from anyone at History Book Club. I sent a certified letter in February which was accepted and stamped with the name Bruce P*****. I am still receiving bills. I am hoping that you can at least get in touch with them to resolve this matter.

Desired Settlement: I would like them to acknowledge that the book was returned and to stop billing me.

Business Response:

May 12, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** *****

HISTORY BOOK CLUB Account #**********

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

Naples, FL *****

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure *** ***** that we have issued credits in the amount of $38.98 to his HISTORY BOOK CLUB account.  That amount represents the return of the selection noted below, plus late charges.

Invoice:                 *********

Date:                      8/16/2014

Title:                      The Invisible Bridge

Amount:                $32.98

*** *****’s account is closed with a zero balance. *** ***** may disregard any future communications he might receive from the Club.

We trust this resolves *** *****’s concerns.

If you have further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****
                                                     THANKS FOR YOUR HELP.  ***** *****

5/10/2015 Problems with Product/Service
5/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: During a repeated bout of clinical depression in the summer of 2013, I could not, among other things, respond to the emails to accept or deny the auto-ship books for the months concerned. As a result books were received but not opened and later when I had recovered I took all books to the post office and returned them. I have done this in the past and would eventually have the charges removed from my accounts. It frequently required repeated efforts by me to contact them to get this done. I began some time in the fall of 2013 advising these clubs that all books sent to me for which I was being billed had been returned. I wrote regularly both using their online email form and using my regular email program. At all times I have fully explained, as I did here, exactly when and why the books were returned and I was at all times courteous in my demeanor. I have also called and had no luck resolving the issue of continued billing for these books plus building late fees.. I wanted to see the titles of the books involved since I hadn't opened the books, but early in the process I discovered I could not longer do that online for my account. I received numerous generic emails about how those records no longer were available due to improvements made on their web sites. I have written and included copies of the receipts from the **** showing their addresses to where the books were to be returned and a detailed letter of the events thus far. I have not received any type of email or reply to my letters. All I receive are letters informing me of the obvious that the accounts are past due and that they could turn my accounts over to collections. After two letters and documentation but not the courtesy of a reply and assistance with this issue, I have ceased writing because we have obviously reached an impasse. My only hope now is that your organization can help me resolve the matter.

Desired Settlement: I first joined the Literary Guild in the early 1970's and have been a satisfied enlightened customer until recently. I have always from the start been a very picky reader and for a very long time preferred non-fiction books so I was not one to be interested in the monthly selections that the clubs I had joined offered. I say this because I would not bave been interested in any books sent to me automatically. Books are now so expensive compared to what they were in the 1970's that I would usually research the books that piqued my interest and curiosity before buying them. As far as I can tell from the limited amount of information I have received about the books they say I owe them for, I do NOT have them in my possession! I do not know who many times or ways I can write that to get them to understand. The book clubs involved are Literary Guild, Book of the Month and Quality Paperback Books. All I am asking that they do for me is to cease billing me for them and adjust my account for the charges and late fees for all books that were sent to me via auto-ship. I know that the clubs received a good many of the books because I could track them and have not been billed. Mind you, having sent the books back unopened, I have only the fact they are listed as pairs of auto-shipped books to go by.

Business Response:

May 6, 2015

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

I am responding to the inquiry your office forwarded for **** ******.

Please assure **** ****** that we have cleared the balances on all the above-referenced accounts in her name.

**** ******’ LITERARY GUILD account, #**********, was closed at her request on October 12, 2014. The account is closed with a zero balance.

**** ******’ LITERARY GUILD account, #**********, and QUALITY PAPERBACK BOOK CLUB account, #**********, remain open, in good standing and reflect zero balances.

Our records show that the two accounts that remain open were previously converted to our Member’s Choice plan. Under the terms of this plan, **** ****** does not need to respond to Featured Selection emails nor will she receive automatic shipments.

 Should **** ****** wish to cancel these accounts, she may contact me directly at the phone number or email address below and I will assist her personally; however, we hope she will continue her membership in our Clubs.

We trust this resolves **** ******’ concerns.

If you have further questions, you may contact me by phone at ###-###-#### or you may send an email to

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

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ****** 


P.S.  Please convey my sincere thanks to Ms. H*** and Direct Brands for their expedited response to my dilemma.  I would have preferred not to have resorted to asking the BBB to intervene, but efforts on my own behalf were not effective at all.  I am sorry that my illness prevented me from doing my part to prevent the books involved from being auto-shipped in the first place.  Finally, I thank the staff of BBB for their assistance. As a consumer it is gratifying to know such a group is available to mediate on my behalf.

5/2/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Customer account # ******** the first order I placed was on 11/15/13. They never filled the order. I called 3 times to try to get it resolved. they finally fulfilled the order after I called the 3rd time. And they didn't provide the order until 8 MONTHS LATER!!!! And they didn't provide the full original order because by the time they placed the order, some of the items were no longer available. I called to get out of the program. But they said that they couldn't absolve me until I fulfilled my order. So in January I placed 2 more orders in order to satisfy the requirements of the program and opt out. Well it is now mid-April and I still have not received the order. On their website, it is listed as "processing" which is the same that occurred with the original order back in November 2013. It is so frustrating because I cannot complete the required # of books to be purchased because they never provide the books that I purchase. So I can't get out of the program. I want out of the program. That's what I want for corrective action. I have tried for 1 1/2 years and cannot get the orders.

Desired Settlement: I want out of the program and absolved of any requirements to the program.

Business Response:

April 21, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

**** ******

CHILDREN’S BOOK CLUB Account #00********

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

Hendersonville, TN 37075

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. ******.

Please assure Ms. ****** that we have closed her CHILDREN’S BOOK CLUB account with a zero balance and no further commitment.

Ms. ****** may disregard any future communications she might receive from the Club.

We regret that Ms. ****** experienced a delay in resolving her concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

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

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

5/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Simply put, Children's Book of the Month, sent a children's book without authorization. NO, I repeat, NO action was taken by me to engage in any business transaction with this company. The sending of the book was completely on its (i.e, Children's Book of the Month) own volition. I refuse, nor am I obligated, to pay shipping for a item never requested. I have asked for proof or other legal documentation detailing any business transaction between myself and said company. To date, no documentation has been forwarded/presented. In conversations with multiple customer representatives, I have repeatedly been assured the charges would be removed from the account and the account permanently closed. Furthermore, I have been repeatedly assured an 'account closure' statement would be provided, again to no avail. However, I keep receiving notices for failure to pay and most recently, threatening collection statements.

Desired Settlement: An account closure letter specifically stating the account is closed with no payment due.

Business Response:

April 21, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

Zane ****

******* *. ******* [Account Holder]

CHILDREN’S BOOK CLUB Account #**********

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

Colorado Springs, CO 80918

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mr. ****.

Please note that we spoke with Mr. **** directly regarding his inquiry.  We have issued the following credits to Ms. *******’s CHILDREN’S BOOK CLUB account:

Invoice:                 *********

Date:                      12/27/2013

Items:                    **** * ******

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

                                *** * ****

Amount:                $36.46

We also removed two late charges, at $3.00 each, totaling $6.00 which were added to the account on February 19, 2014 and June 3, 2015, in accordance with our delinquent payment policies.  The account has been closed with a zero balance.

Mr. **** and Ms. ******* may disregard any future communications they might receive from the Club; we trust this resolves their concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

4/26/2015 Billing/Collection Issues
4/26/2015 Problems with Product/Service | Complaint Details Unavailable
4/26/2015 Problems with Product/Service | Complaint Details Unavailable
4/25/2015 Problems with Product/Service | Complaint Details Unavailable
4/22/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has charged my card on three different occassions which was unathorized by me. $45.46 on 4/14/15, $44.46 on 4/15/15 and $43.46 on 4/15/15. After the first charge, I contacted the company by email which was the only way to contact them per their website. I received email replies back from Terrance and Joseph both from this company stating that they would take my credit card off file with this company and that once I received the package that was shipped out to me for the first charge, to return it to the company and I would receive full credit on my account. However, after that, my account has been charged two more times by this company as you will see from the second paragraph.

Desired Settlement: I want FULL refund of the entire amount of funds withdrawn from my account immediately. I also want me credit card removed in its entirety from this company's database.

Business Response:

April 21, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

THE LITERARY GUILD Account #**********

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

Lowell, MI *****

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

I am responding to the inquiry your office forwarded for **** ******.

Please assure **** ****** that we have issued a refund to her credit card in the amount of $87.92. The refund is comprised of the following Featured Selection shipments which were charged to **** ******’s LITERARY GUILD account.  Since we did not receive a response from Mrs. Scheid declining the shipments, we sent them to her automatically.

Invoice:                 *********                           Invoice:                 *********

Date:                      4/9/2015                                               Date:                      4/10/2015

Items:                    Prodigal Son                         Item:                      The Stranger

                                NYPD Red 3                                                         Miracle at Augusta

Amount:                $44.46                                   Amount:                $43.46

The first charge of $45.46 **** ****** mentions in her complaint (on April 14, 2015), was a pre-authorization charge placed on her credit card to verify that the funds were available.

Our records show that **** ****** placed her enrollment order on February 9, 2015.  The only other transactions on the account are the ones referenced above.

**** ****** may keep the books she receives, with our compliments.

This will also confirm that we have deleted **** ******’s credit card information from our systems. Mrs. Scheid will receive an invoice for all future orders and shipments.

We trust this resolves **** ******’s concerns. We appreciate her continued membership.

If you or **** ****** has further questions, you may contact me by phone at ###-###-#### or you may send an email to book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

4/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ****** they keep billing me claiming ****** did not process my payment but ****** shows that they did and the money came out of my account so I THINK THEY ARE TRYING TO SCAM ME . I called ****** and they said teh payment had been received by *********. I am sick of Product_Or_Service: books Order_Number: ********* Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) they need to correct their records and if they try reporting this to a collection agency or take any further action I will sue as I have a copy of the ****** transcation

Business Response:

March 25, 2015

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

Better Business Bureau

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

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

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

I am responding to the inquiry your office forwarded for *** **********.

Please assure *** ********** that we have credited her DOUBLEDAY BOOK CLUB account in the amount of $32.17. The account is in good standing and currently reflects a zero balance.

We regret that *** ********** experienced difficulty in resolving her concerns. We appreciate her continued membership.

If you have any further questions, you may contact me by phone at ***** ******** or you may send an email to

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

Sincerely,

Rachel H***

Correspondence Specialist

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

3/29/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Over a year and a half a go I paid off the balance due to the doubleday book club of $98.00, and closed my account with them. They had agreed to send me the remaining 4 books. I still have not received my books. After numerous phone calls, (almost every month), and I get a different story from them every month. They have "lost" my orders , which I have had to change a few times, because books are no longer available. I spoke to Jessica a supervisor last month who said my order had been shipped. I never received the books, so I called again today. They "lost" my order again. I am so tired of trying to get some books from them, and the continual lies. I just want my money back at this point, also, now there are not even any books available that are worth the $98.00. The books I am having to order are only valued at 10-20 dollars. When I first ordered I was told I could get 4 books valued up to $40.00 each.

Desired Settlement: I want my money back that I paid for the books that I never received.

Business Response:

March 10, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

DOUBLEDAY BOOK CLUB

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

Clearlake Oaks, CA *****

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

I am responding to the inquiry your office forwarded for **** *******.

We were unable to locate a DOUBLEDAY BOOK CLUB account for **** ******* with the information provided in her complaint.

It would be helpful if **** ******* could provide her nine digit account number or any other information that might prove helpful in locating her account. 

**** ******* may contact me directly with the information through the phone number or email address listed below. Once we receive the additional information, we will address **** *******’ concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

here is my account number     *********    

This is the account that was paid in full and closed, that I never received any books


Regards,

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








Business Response:

March 17, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

Janet Leigh Andrews

DOUBLEDAY BOOK CLUB Account #*********

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

Clearlake Oaks, CA *****

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

I am responding to the inquiry your office forwarded for **** *******.

We are processing a refund check in the amount of $97.92 to be mailed to **** *******.

This will also confirm that **** *******’ account has been closed with a zero balance.

We regret that **** ******* experienced difficulty in resolving her concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

style='font-size:10.0pt'>.

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

3/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel my membership and was told that I have a $300 plus balance for books that I never received. I have never received a bill stating that I owe them money. I call and cancel the months featured selections all the time. When I have received books that I did not order or remember to cancel I have always sent them back. They said this balance dates back to June. I do not understand why you are going to keep sending books to someone that owes you that much money and better still why was I never sent a bill. They told me to contact my post office because there must be a problem with my mail service. I am very upset because they were unable to give me an answer as to why I never received a bill or books. I feel like that if I had been made aware of this balance maybe I could have figured out what was happening sooner. I do not feel like this is my fault. I feel like they are trying to rip me off. Thank You.

Desired Settlement: I really do not know. I do not feel like I should be held responsible for their mistakes. I have no intention of paying them $300 even if I have to pay my lawyer a lot more than that. Thank You.

Business Response:

March 24, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

DOUBLEDAY BOOK CLUB Account #**********

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

Nacogdoches, TX 75964-0240

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mrs. *******.

Please assure Mrs. ******* that the following credits have been applied to her DOUBLEDAY BOOK CLUB account:

Invoice: *********                                           Invoice: *********                           Invoice: *********

Date:      4/23/2014                                             Date:      6/27/2014                             Date:      2/25/2015

Titles:    **** *** *                                         Titles:    ***** ** ****                         Titles:    ******* *****

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

Amount:$44.46                                                   Amount:$43.46                                   Amount:$44.46

Invoice: *********                                           Invoice: *********                           Invoice: *********

Date:      12/3/2014                                             Date:      12/18/2014                           Date:      2/28/2015

Titles:    **** ********                                    Titles:    *******                                  Titles:    **** ***** *** ******

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

Amount:$45.46                                                   Amount:$47.46                                   Amount:$46.46

Invoice: *********                                           Invoice: *********

Date:      1/6/2015                                                               Date:      1/16/2015

Titles:    *** ********** ******                       Titles:    **** ** ***

                Untitled – David Baldacci                                 Private India: City on Fire

Amount:$44.46                                                                   Untitled – November 2014

                                                                                Amount:$63.94                                                  

Total Credits:      $380.16

Mrs. *******’s account has been closed with a zero balance. Mrs. ******* may disregard any future communications she might receive from the Club.

We regret that Mrs. ******* experienced difficulty in resolving her concerns. We appreciate her past membership.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

3/22/2015 Billing/Collection Issues | Complaint Details Unavailable
3/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While I believe that I paid for merchandise received from an October 2013 ********* ****** Book Club order, I do not have documentation from so long ago (changed banks). I made notations on the return receipt regaring the erroneous billing in late November or early December 2013 with my payment. I received no additional invoicing for an outstanding balance until August 2014. I do know that in Aug. 2014 I indicated that I believed I paid the initial ********* ****** invoice once the complete order of two items arrived (total $30.18, not 45.37), while deducting what appeared to be a double billing (one book, Inv#**********, for $15.19). I wrote on the payment receipt that I received only one book of ****** ***** Creative Cables Collection, not two, as invoiced 2-days apart. On my on-line account, there is no second order for that book--I did not order a second book; I received no second book; I will not pay for a second book. I distinctly remember noting this information on one of the return receipts that I returned without additional payment in August or Sept. 2014. I did not keep a copy. I have also recently attempted to call Customer Service at ********* ****** (constantly busy, no message option) and I have left messages on their Contact Us online for them to call. All to no avail. Again, I believe I paid for the initial order of the ****** ***** book (Inv# *********) and Window Cats Jigsaw Puzzle (*********) for $30.18, but I'm resigned to paying for the October 2013 order again if I must. However, I refuse to pay for the duplicately invoiced book ($15.19) and late fee of $3 and will not have this go to collections. I have never dealt with such an unresponsive company with such poor business practices, who's response to billing issues is to ignore them until it's time to send them to collections. Absolutely no response to customer contacts; no willingness to deal with customers. Abhorrent.

Desired Settlement: Zero balance on ********* ****** account. Or, at a minimum, removal of $15.19 duplication from bill, and $3.00 late fee from balalnce. $48.37 - $18.19= $30.18 final total.

Business Response:

March 18, 2015

Ms. Ida Vaghari

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** ****

CRAFTER’S CHOICE Account #**********

***** ****** ****** *.

Forest Lake, MN 55025-9635

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. ****.

While our records do not reflect payments received from Ms. **** in October or November of 2013, as a courtesy we have applied the following credits to her CRAFTER’S CHOICE account:

Invoice:                 *********1                                                         Invoice:                 *********

Date:                      10/29/2013                                                           Date:                      11/15/2013

Description:         ****** ***** Creative Cables Collection         Description:         Window Cats 1000 Piece Puzzle

Amount:                $15.19                                                                   Amount:                $14.99

Invoice:                 *********                                                           Invoice:                 *********************

Date:                      11/1/2013                                                             Date:                      12/12

Description:         ****** ***** Creative Cables Collection         Description:         Late Fee

Amount:                $15.19                                                                   Amount:                $3.00

Total Credits:      $48.37

Ms. ****’s account is in good standing and currently reflects a zero balance.

We regret that Ms. **** experienced difficulty in resolving her concerns. We appreciate Ms. ****’s continued membership.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I gratefully accept this resolution.

Thank you very much for your assistance with this matter.

Regards,

***** ****

3/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Around Christmas I joined the ******** ***** book club. I received my books as requested. Since then, I have received 2 shipments of books with no notification, be it mail or e-mail saying that I would get books unless I replied. No communication at all. I have received 2 unauthorized shipments from them. The first shipment I didn't know what it was , so I opened it and had to pay approx. $5 postage to send the books back. The second shipment I sent back on 2/13/15 and I still have not received a credit. I have tried to e-mail them several times and I get form style e-mails in response. I called customer service and the line is continually busy. I am now carrying the balance of the balance of this book over because I don't think I should have to pay it and will now be charged interest on the $46.46 they charged my credit card on 2/12/15. This is the worst book club I have ever joined. I want out of it - it's ridiculous.

Desired Settlement: I want compensated the $46.46 and I would like an additional $15 credit to the account for the 2 times I had to drive to the post ***ice and drop *** their unrequested books and pay postage for the one book to send back. I would also like notification if they are going to send a book. Now I have to log on once a week just to see if they have a monthly selection - I still get no notification!

Business Response:

March 17, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

THE ******** ***** Account #**********

1209 Berkshire Drive

Macedonia, OH 44056

Dear Ms. *******:

I am responding to the inquiry your ***ice forwarded for Mrs. *********

Please assure Mrs. ********* that we are issuing a refund to her credit card in the amount of $46.46. In addition, we are processing a refund check in the amount of $15.00 to compensate Mrs. ********* for the charges she incurred for the return of shipments to us.

As of March 10, 2015, Mrs. *********’s ******** ***** account was switched to our Member’s Choice plan. Under this plan, Mrs. ********* will no longer need to respond to our Featured Selection announcements; nothing will be shipped to her automatically.

Mrs. *********’s account preference has also been changed to an e-primary account. Mrs. ********* will receive all communications and notifications from the Club via email.

We regret that Mrs. ********* experienced difficulty in resolving her concerns. We appreciate her membership and hope she will continue to enjoy the Club. Should Mrs. ********* decide to cancel her account, she may contact me directly at the phone number or email address listed below and I will assist her.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you very much!! 

Regards,

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

3/17/2015 Problems with Product/Service
3/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am being billed $244.71 from Doubleday book club for books I did not request or receive. I am no longer a book club member and have not been for many years. I have tried on multiple occasions to contact their customer service by phone, email and standard mail with no response. I do not want this reflected on my credit report.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like them to stop billing me.

Business Response:

March 3, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

Debbie *******

DOUBLEDAY BOOK CLUB Account #**********

*** *** ****

Clifton Park, NY 12065

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. *******.

Please assure Ms. ******* that we have removed charges totaling $244.71 from her DOUBLEDAY BOOK CLUB account.   The following itemized charges for shipments in the amount of $235.71 were removed from the account:

Invoice: *********                                                           Invoice: *********

Date: 10/6/13                                                                       Date: 12/20/13

Description: Mistress/Bombshell                                      Description: Sycamore Row/First Phone Call from Heaven

Amount: $47.57                                                                  Amount: $46.50

Invoice: *********                                                           Invoice: *********

Date: 10/16/13                                                                    Date: 1/10/14

Description: W is For Wasted/Rose Harbor in Bloom  Description: Dust/King and Maxwell

Amount: $47.57                                                                  Amount: $48.64

Invoice: *********

Date: 11/1/13

Description: The Final Cut/Deadline

Amount: $45.43

In addition, we removed 3 late charges totaling $9.00, added on November 26, 2013, December 12, 2013 and December 27, 2013, in accordance with our delinquent payment policies.

We have closed Ms. *******’s Club account with a zero balance.  Ms. ******* may disregard any future communications she might receive from the Club.

We regret that Ms. ******* experienced difficulty in resolving her concerns.

If you have any additional questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

3/16/2015 Problems with Product/Service | Complaint Details Unavailable
3/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/2/2014 I ordered 3 books from the Scientific American Book club as part of a new member offer of "3 books for $1.99 each." I ordered three copies of the title "************, Fifth Edition" I was billed 14.94 for this offer and was told that I needed to only 1 more title to fulfill my membership commitment. Additonally, I was informed that I would be offered monthly "Featured Selections" that would be sent to me automatically if I did not decline them on the website. When I received my first shipment, I only received 1 copy ************, not the 3 copies that I ordered and payed for. I was told this was due to supply problems and that I could ordered two more additional titles to satisfy the membership offer. I ordered 2 copies of "*****" on 1/15/2015. This order should have delivered to me free of charge as I already payed for all shipping and fees with my first order, instead I was charged $130.97( full price plus shipping) for both books. In addition, this month I have received two orders(4 books) sent to my home that were neither part of my "Featured Selection" or ordered by myself, for these I was billed $60.46 and $52.46.

Desired Settlement: I like to be refunded $243.89 for the unauthorized charges and have my membership cancelled without penalty. I would also like to return the books incorrectly mailed to me without any incurring any cost to myself - seller can arrange for return shipment.

Business Response:

March 3, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

Amir ********

LIBRARY OF SCIENCE (formerly SCIENTIFIC AMERICAN) Account #**********

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

Houston, TX 77021

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mr. ********.

Please assure Mr. ******** that we have issued a refund to his credit card in the amount of $243.89. In addition, we are sending Mr. ******** a postage-paid return label through the mail to facilitate the return of the selections he received.

Mr. ********’s LIBRARY OF SCIENCE account has been closed with a zero balance. Mr. ******** has no further obligation to the Club and may disregard any future communications he might receive from the Club.

We trust this resolves Mr. ********’s concerns.

If you have any additional questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

3/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: this company mails books etc. if they don't receive their reply card in time--on many occasions they have sent items I did not order claiming they did not receive my reply card-I often believe this is deliberate hoping the receiver will go ahead and keep the items -I got tired of this so I cancelled my membership so now they claim I owe $43.82 for items that I do NOT have-I called the office that claimed it was shipped to me-my reply if so, I did not order it and I would have sent it back-they insist they don't have it and that I pay for items I do not have Product_Or_Service: books Order_Number: 076134073 Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) want this bill canceled without a blemish on my credit

Business Response:

February 24, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** *****

SCIENCE FICTION BOOK CLUB Account #0*********

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

Lansing, IL 60438-2034

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mr. *****.

Please assure Mr. ***** that we have credited his SCIENCE FICTION BOOK CLUB account in the amount of $43.82. The account is now closed with a zero balance.

In addition, we have removed Mr. *****’ name, address, and email address from our solicitation lists.

We trust this resolves Mr. *****’ concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

3/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined this club a a couple months ago, made an order and paid the $13.00 I owed for the books up front before the books were shipped to me and since then have not made any other orders or purchases but now they have my credit card on file and they have started trying to deduct money from my account just for the heck of it and I filed a claim with my bank each time so the bank put the money back yet this company keeps trying to deduct $44.00 from my account. I want them to take my credit card off their file and stop trying to take money from my bank account because I do not owe them anything at this time.

Desired Settlement: Take my credit card out of their file and stop stealing money from my bank account. I do not owe them anything. I have already paid them up from months ago

Business Response:

February 24, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

*** *******

ONE SPIRIT BOOK CLUB Account #**********

                **** ****** **** **

                Sacramento, CA 95821

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. *******.

When Ms. ******* joined the Club on December 3, 2014, she agreed to the terms of membership which included a description of the Featured Selection process.  Each month we send an email announcing our Featured Selection which notes a specidfic reply-by date.  If we do not receive a response by the noted date, we ship the selection automatically.

Since we did not receive a reply from Ms. *******, on February 5, 2015, we shipped two selections, priced at $15.99 and $20.99, plus $6.48 in shipping and processing charges.  We charged $43.46 to the credit card Ms. ******* placed on file when she enrolled.

As a courtesy, we have issued a refund to Ms. *******'s credit card in the amount of $43.46.  Ms. ******* may keep the books she received, with our compliments.

Ms. *******’s ONE SPIRIT account currently reflects a zero balance.  We have also deleted Ms. *******'s credit card information from our systems.  Ms. ******* will receive invoices for her future purchases and shipments.

We thank Ms. ******* for joining the Club; we hope she en***s her new membership.

If you have any further questions, you may reach me by phone at ###-###-####. You may also send an e-mail to ****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

3/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been contacting this business since January 10th. Because their website failed to show my credit of $27, (of what was shipped) I paid the full $47 which totaled $74, giving me a $27 credit. I have wanted my card credited the $27 and they said that wasn't possible but they could send me a check. I have agreed to that but have got no check, just a run around from a different person each time I contact them. I want my $27 back and they have been horrible with their customer service.

Desired Settlement: I want my $27 in check form.

Business Response:

February 24, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** ******

THE LITERARY GUILD Account #**********

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

Mammoth Cave, KY 42259-8413

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mrs. ******.

Please assure Mrs. ****** that we have processed a refund check in the amount of $27.00 and are mailing it to the address on file.

We regret that Mrs. ****** experienced difficulty in resolving her concerns. We thank her for her continued membership.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

3/15/2015 Delivery Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I belonged to this book club for approximately 12 years. At the end of 2013 , they temporarily shut down their website. Every book they sent me after the website restarted was charged to my credit card. I canceled my membership in 2014 and after that, they started billing me for the books I had received during 2014. I have sent them (twice) the receipts from my credit card company and have gotten no response. I just received another bill saying that I will be sent to a collection agency if I don't pay the balance. I don't owe it and I won't pay it but they refuse to correct it.

Desired Settlement: To get the balance on the statement to $0 which is the correct balance. And then for the to leave me alone, stop sending me bills. I want nothing to do with this company ever again. After 12 years of being a loyal customer and spending a large amount of money with this company, I am disappointed in their attitude.

Business Response:

March 10, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

****** *****

***** Account #**********

P.O. Box ***

*** ** *** **

Rociada, NM *****

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

I am responding to the inquiry your office forwarded for **** *****.

Please assure **** ***** that we have issued a credit in the amount of $45.28 to her ***** account. The account is now closed with a zero balance. **** ***** may disregard any future communications she might receive from the Club.

In addition, **** *****’s name, address, and email address have been removed from our solicitation lists.

We regret that **** ***** experienced difficulty in resolving her concerns. We thank her for her patronage over the years.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
I would also like the assurance that my account/informatioin will not be sent to a collection agency which is what has been threatened!


Regards,

****** *****

Business Response:

March 11, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

****** *****

***** Account #**********

P.O. Box ***

*** ** *** **

Rociada, NM *****

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

I am responding to the follow-up inquiry your office forwarded for **** *****.

This will confirm that we have not placed **** *****’s account or information with a collection agency.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****

3/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had been a member of The Good Cook cookbook club. In July 2014 I requested that my membership be cancelled and that no further response cards or books be sent to me. They continued to send response cards and I again requested that they stop sending them. At one point I even told them that if they sent any books without my requesting them, I would consider them gifts and would not pay for them. I have contacted The Good Cook several times by internet, phone and regular mail. In Oct. they sent me books without my request or permission. I again told them I would consider them gifts as I had told them previously and received no objection from them regarding unsolicited merchandise. They repeatedly send bills and have attached late fees and I have repeatedly responded that I would not pay for something I did not order. I even offered to return the books if they provided me with a prepaid container or label; I did not request the books so I feel I should not have to pay to return them. They have never responded to my written correspondences; the only response I ever got from them was in July '14 when I spoke to a costumer service rep. who assured me no more response cards would be sent. When they again sent a response card I again contacted them and asked that they stop sending them since I cancelled my involvement with them. According to the Federal Trade Commission Consumer Information ( consumer.ftc.gov )when asked, "Am I obligated to return or pay for merchandise I never ordered?" the answer was, "No. If you receive merchandise that you didn't order, you have a legal right to keep it as a free gift." The site also states I had no legal obligation to notify the seller if I keep unordered merchandise without paying for it; however, I have done this several times without avail. Product_Or_Service: Books sent unordered Order_Number: Items never ordered Account_Number: acct# *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) For The Good Cook to stop harassing me with repeated bills and threats of attaching further late fees for merchandise I did not order or give consent to be sent to me after I informed them previously and repeatedly that I would not pay for any books they sent.

Business Response:

March 3, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** ****

THE GOOD COOK BOOK CLUB Account #**********

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

Sarasota, FL **********

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

I am responding to the inquiry your office forwarded for *** ****.

Please assure *** **** that we have removed all charges from his GOOD COOK BOOK CLUB account. *** ****’s account is now closed with a zero balance. *** **** may disregard any future communications he might receive from the Club.

In addition, we have removed Mr. Hill’s name, address, and email address from our solicitation lists.

We regret that *** **** experienced difficulty in resolving his concerns.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: ---------- Forwarded message ----------
From: *********<*********@*******>
Date: Thu, Mar 5, 2015 at 9:11 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: info@mybbb.org


Thank you so much for your help.~~~***


3/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Doubleday Book Club has billed me for books that I did not order or ever receive. Charges are showing on my account for $45.46 which include late charge. After contacting them regarding the charges in an email, I was told it would be taken care of. When it wasn't, I again contacted them only to be told, I didn't handle my complaint within their timeframe.

Desired Settlement: Correction on account to show I never ordered the items and have no balance due.

Business Response:

February 18, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

DOUBLEDAY BOOK CLUB Account #**********

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

Wellington, KS *****

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure  *** ***** that we have credited her DOUBLEDAY BOOK CLUB account in the amount of $45.46.  The account is closed with a zero balance.

We trust this resolves *** *****’ concerns.

If you have any additional questions, you may contact me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

2/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am hoping you can help me out and get Rhapsody Book Club to close out my account.My account was suppose to be closed over 2 years ago (approximately)I called several times, talked to several customer service reps. explaining I had cancelled my membership, but the books kept coming. The first batch I paid to send back. The second and third batch I took to the post office and the postmaster told me I didn't have to pay to send back because I never opened them. He wrote across each box "Return to Sender".Almost a year went by and I get a notice that I owed for the books which I sent back. Every time I got a notice I called and talked with (3 or more) different customer service reps and the finally call was with a very snobby billing supervisor. The reps. told me they would credit the account or lead me to believe they would take care of the invoice. I feel the first rep. I talked to about closing the account did not do her job. If she had the books would not have been sent and I wouldn't be getting harassed to pay the bill or having it sent to a collection agency.I am totally upset because I take my credit very serious and don't appreciate being threatened with a collection agency. No comprise, or sorry we will take care of this matter for you; just a snobby Billing Supervisor and customer service reps that don't do their jobs. Whatever happened to the customer is always right? I don't know what else I could have done to change this situation.Supposedly they record all transactions; therefore there should be evidence that I called and closed the account, notified them on several occasions that all the books were sent back through the post office. Sincerely,**** **** Product_Or_Service: Books Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Resolve the matter by Crediting and Closing out the account for $73.43.

Business Response:

February 17, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

**** ** ****

RHAPSODY BOOK CLUB Account #**********

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

Milwaukee, WI *****

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

I am responding to the inquiry your office forwarded for *** ****.

Please assure *** **** that we have credited her RHAPSODY BOOK CLUB account in the amount of $73.43. The account is now closed with a zero balance.

In addition, we have removed *** ****’s name, address, and email address from our solicitation lists.

We trust this resolves *** ****’s concerns.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

2/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have repeatedly been dunned for an amount of $88.60 which reflects items which they claim I purchased but which I neither ordered or received. This matter dates back to 2012, but they have only now chosen to contact me. I have told them via phone, letter and e-mail that I do not intend to pay for purchases which I neither ordered nor received, but they have persisted in harassing me about it.

Desired Settlement: Removal of charges from account and cessation of dunning.

Business Response:

February 17, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

*** *******

CRAFTER’S CHOICE BOOK CLUB Account #**********

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

Rancho Palos Verdes, CA **********

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

I am responding to the inquiry your office forwarded for **** *******.

Please assure **** ******* that we have credited her CRAFTER’S CHOICE BOOK CLUB account in the amount of $88.60. The account is now closed with a zero balance.

**** ******* may disregard any future mailings she might receive from the Club.

We regret that **** ******* experienced a delay in resolving her concerns. We thank her for her past membership.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

2/28/2015 Problems with Product/Service | Complaint Details Unavailable
2/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have requested multiple times that they close my account and stop auto sending me books. I have now received another bill for $127.38 for product I did not order or receive. I used to belong to the book club, but when on my final order I had to pay for it multiple times because they claim I never paid it even thought I sent proof, I requested the account to be closed and I am still getting forwarded invoices. I have moved from the address they have on file. I refuse to update the address because the account should be closed.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want them to close the account and make it a zero balance even though they technically owe me money, and leave me alone.

Business Response:

February 17, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

**** ****

MYSTERY GUILD BOOK CLUB Account #**********

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

Warren, OR *****

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

I am responding to the inquiry your office forwarded for *** ****.

Please assure *** **** that we have credited her MYSTERY GUILD account in the amount of $127.88. The account is now closed with a zero balance.

In addition, we have removed *** ****’s name, address, and email address from our solicitation lists.

We trust this resolves *** ****’s concerns.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I placed an order for 3 books on sale, the site wouldn't accept the order. After several attempts at contact a rep assured me that she would manually type in the information and correct the problem on my ordering site. I explained that these were on sale at the time and she said no problem. When the books finally arrived about a month later, 2 of them had damaged cover jackets but the order was price at regular price. The statement showed the order at 58.97 with a credit of 9.45. The statement should have said 36.97 with a credit of 9.45. When I got this I sent several e-mails to the company without getting a response. Then I tried phoning and after about an hours wait I talked to someone who took the information down. and said it would be several weeks before anything could be determined. In Jan. I again tried calling but gave up for lack of anyone answering the. I again wrote a statement on the back of an invoice and mailed it back in Jan. I just got a new statement not acknowledging my contacts or memo just insisting on the wrong amount of money. During all this time I have lost access to their web page in order to sign in. The books have not been read or flipped thru because I didn't want them messed up in any way till this was settled. Product_Or_Service: 3 books Order_Number: ******** Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Corrected statement showing a balance of 25.52 plus either replacement of the damaged books or price adjustment on the 2 torn covers.

Business Response:

February 24, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

*** *****

SCIENCE FICTION BOOK CLUB Account #**********

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

Decker, IN *****

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure *** ***** that we have removed all charges from her SCIENCE FICTION BOOK CLUB account. The account currently reflects a zero balance.

If *** ***** will please provide the titles of the damaged items she received, we will glad send complimentary replacement items to her.

Our technical assistance team is researching the issues *** ***** experienced when attempting to login to the website. It would be helpful if *** ***** could please provide any previous email addresses that may have been used on the account. *** ***** may contact me directly at the number noted below with any additional information.

We regret that *** ***** experienced difficulty resolving her concerns. We thank her for her continued membership.

If you have any further questions, you may contact me by phone at ###-###-#### or you may send an email to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

*** *****
                    The damaged titles are  Childhood's End  # *********  and Star Trek VS DCT  #*********                                                                                                                                                                                                                                                                     

2/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Their billing practices have a slow turn around time from when you pay for a book and when it shows up paid so each month the bill has the last order still on it. They are also very slow in mailing out the books. I returned a book never got credit for the return. Ended up paying for it any way . Paid for the current book and that statement had some crazy amount due. Got an itemized bill will late fees. When you call it is not toll free, you wait for a long time and no one takes the call.

Desired Settlement: My account corrected, zero money due and a refund of the book I paid for and returned. Plus I want my name off their mailing list.

Business Response:

February 17, 2015

 

 

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

RE:         BBB Complaint ID ********

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

CRAFTER’S CHOICE BOOK CLUB Account #********** **** **** ****

Norwich, OH 43767-9742

 

Dear Ms. *******:

 

I am responding to the inquiry your office forwarded for Mrs. *******

 

Please assure Mrs. ******* that we have removed the late fees which had been added to her CRAFTER’S CHOICE BOOK CLUB account. The account currently reflects a zero balance.

 

In addition, we have removed Mrs. *******’s name and address from our solicitation lists.

 

With regard to the return for which Mrs. ******* did not receive credit, we will need additional information in order to research her claim. It would be helpful if Mrs. ******* could provide the title of the returned item, the date of the return, the cost of the item, and an invoice number, if available.

 

If Mrs. ******* would like to cancel her account, she may do so by contacting me directly at the phone number noted below; however, we hope Mrs. ******* will remain a member of the Club.

 

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

****************************************.

 

 

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,
****** *******

2/18/2015 Billing/Collection Issues
2/18/2015 Problems with Product/Service
2/17/2015 Billing/Collection Issues
2/17/2015 Problems with Product/Service
2/16/2015 Billing/Collection Issues
2/16/2015 Delivery Issues | Complaint Details Unavailable
2/16/2015 Billing/Collection Issues
2/16/2015 Problems with Product/Service
2/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** started sending books to me in early 2014. Upon receipt of the first set of books, I returned the shipment and requested no additional shipments. I also asked for info on how I started to get books in the first place. I did not recieve any response, except bills and more books. I have returned every shipment and requested via phone, email and mail to stop shipments. The only response I ever recieved is that the books come unless I opt out. I have never received anything to "opt out" and have even logged into their online site to request stop ship. I recieved 2 sets of books in the last two weeks and am now getting letters threating collections. I requested in writing their proof of delivery on the shipments they claim I kept and no response. I feel they are conducting mail fraud and illegal marketing practices. I have informed them multiple times that I do not read paperbacks and still have not recieved any info on how I got signed up for the service. I would like help resolving the issue. Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Clear account and to stop the unauthorized shipments

Business Response:

February 9, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

Kristen ****

QUALITY PAPERBACK BOOK CLUB Account #0*********

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

Williams, IN 47470-9607

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. ****.

On review, our records indicate that a QUALITY PAPERBACK CLUB account was opened in Ms. ****’s name on August 11, 2008. The address on the account is the same as the address noted above.  If Ms. **** would like to receive a full account history, we would be happy to send her one.

Please assure Ms. **** that we have closed the account with a zero balance. We have also removed Ms. ****’s name, address, and email address from our solicitation lists.  Ms. **** may disregard any communications she receives from the Club.

We trust this resolves Ms. ****’s concerns.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

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

Sincerely,

Rachel Hoff

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, if, all actions on outlined in their response have actually been completed. 

Regards,

******* ****

2/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I stopped my subscription to book of the month club 2 about a year ago. All of a sudden they start sending books. I try to go online and can't log in because it says pending cancellation. So I call. Woman says she will send return labels. Never got them. Then get a bill. Call them and explain the situation. They say no problem, will send return labels. Then comes a second book. Call again. Will send labels. No labels. This month I get a bill that says " they have not heard of any issues with the bill". Signed by Steven Moore. Try to call him. Get someone else. If I am not mistaken I have already filed 1 complaint. All I want is to receive the return labels and not receive any more bills.

Desired Settlement: DesiredSettlementID: Other (requires explanation) No more books. Return labels. No more bills.

Business Response:

January 26, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

***** ******

BOMC2 Account #**********

                **** ***** *****

                Douglasville, GA 30135-1311

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. ******.

Please assure Ms. ****** that we emailed a return label to her email address (****************) today.

We have canceled Ms. ******’s BOMC2 account and removed all late charges.  Once we receive the returns, we will credit the account and close it with a zero balance.

We trust this resolves Ms. ******’s concerns.

If you have any further questions, you may reach me by phone at ###-###-#### or you may email

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: ****************************************

2/8/2015 Problems with Product/Service
2/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In September 2013 I placed an order from ******* ***** **** ****. I received the order two weeks later than what they promised, so in that time I purchased the book elsewhere. I promptly returned the book in October 2013, per the customer service department. I have been receiving bills for this book, and when I've called customer service I've been put on hold and they never got back to me, or they've never even answered, or I've been told they'll look into it and get back to me. I have sent numerous emails in the past week explaining my issue and no one is helping me. They keep telling me they "are unable to assist you with the credit of the referenced items. Our policy states that we cannot offer refunds for items returned after 120 days." I have tried time and time again to explain I returned this item in 2013 and thought it was taken care of until I just started receiving the bills for it. I'm not past the 120 days - I returned it within three days of receiving it! I have about seven emails from the company and each one says the same thing - they're not even reading what I'm writing. And to top it off, I received ANOTHER bill - with late fees!!! - from them today for this item! I returned this book over a year ago and this company just keeps harassing me with bills and ridiculous emails that don't even touch on my issues.

Desired Settlement: Please remove the account balance of $23.82 from account ********* and then close my account.

Business Response:

February 5, 2015

Ms. *** *******

Better Business Bureau

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

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

*** ******** ***** Account #**********

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

York, PA 17404

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Mrs. *******.

Though Mrs. ******* mentioned a THE ******* ***** **** **** account in her complaint, the account number she provided corresponds with her ******** ***** account. 

Please assure Mrs. ******* that we have credited her ******** ***** account in the amount of $23.82. The account has been closed with a zero balance.

Mrs. *******’s ******* ***** account is active and in good standing with a zero balance. If Mrs. ******* would like to close her ******* ***** account, she may contact me directly and I will assist her personally.

We trust this resolves Mrs. *******’s concerns.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

2/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 2 Concerns- #1 ********* ***** *** you can cancel membership at any time. Though I completed purchases & emailed to cancel 3X now...and received email confirming they would cancel...I continue to receive emails that require I confirm or I'll receive books not order to purchase. #2 ********* prompted NEW Membership Plan does NOT allow persons to continue online via their website...to just "CANCEL" OR EMAIL the company WITHOUT CLICKING AND "ACCEPT NEW MEMBERSHIP POLICY" box in order to continue. It locks you into the screen that keeps telling you how great the plan is and you can "cancel" at any time. Wish has proven impossible for me for years now. I am VERY disturb it claims to be of Christian ethics. I also know this is how people get taken advantage of...credit ruined...it gets rung on credit card on file & people are to busy to PAY to ship unwanted books back. This ENTIRE BUSINESS PRACTICE NEEDS TO BE REGULATED. This type of business does not help protect the community, especially elderly, from ruining finances.

Desired Settlement: I want my email TOTALLY TAKEN OFF ********* outreach. Also a letter of apology and explanation. I also would like the BBB to forward onto whatever entity proper...that these type of businesses clubs...should not be allowed to do ANY AUTO SHIPS if we truly want to help Americans clean up credit. I'll be writing my government reps.

Business Response:

February 5, 2015

Ms. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

********* **** **** Account #*********9

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

Galena, OH 43021-8089

Dear Ms. *******:

I am responding to the inquiry your office forwarded for Ms. *** ******.

Please assure Ms. *** ****** that as of February 2, 2015, her ********* BOOK CLUB account is closed.  In addition, we have removed Ms. *** ******’s name and address from our solicitation lists.  Ms. *** ****** may disregard any further communications she receives from the Club.

We regret that Ms. *** ****** experienced a delay in resolving her concerns and thank her for her past membership.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email

****************************************.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: ****************************************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

1/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 10-29-2014 I received two books that I did not order from this company. On 11-7-2014 received return mailing label after calling customer service and explaining I did not order these books. Mailed books back immediately. Have just received my third notice to pay for these books I did not order. I am tired of calling customer service every time I get a bill for something I did not order. Please contact these people and get them to stop harassing me. Product_Or_Service: none Order_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Contact this business and get them to stop sending bills for items not requested and returned to them with their own mailing label.

Business Response:

January 20, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID ********

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

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

Thousand Oaks, CA *****

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

I am responding to the inquiry your ***ice forwarded for *** *******.

We have been unable to locate an account for *** *******.

It would be helpful if *** ******* could provide us with an account number and club name, any previous address that may be on the account, or any other information that might prove pertinent in locating the account.

*** ******* may send the information to me directly via fax at ###-###-####.  As soon as we receive additional information, we will take steps locate *** *******’s account and resolve his inquiry. 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Fax: ###-###-####

Email: book.executive.services@directbrands.com

1/26/2015 Problems with Product/Service | Complaint Details Unavailable
1/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I initially became a member of Stephen King Library in 1991. Later it was cancelled and I reupped my membership in 1998. I have called, written, and returned several books and products in the last five years. They have refused to cancel my membership. I received a book in June, 2014 title Mr. Mercedes. I decided not to return the book and I have refused to pay for the book.According to Virginia State Law, any product that has not been requested by the receiver is considered a gift. I have called and told them I am not paying for the book. I have told them, even though they sent a return slip, I'm not returning it. Legally, I do not have to.Therefore, being they are threatening to report my lack of payment to a credit bureau I am writing you. Tell them to back off. They have broken their membership contract about eight years ago. Members were suppose to get the first copies of any new book by Mr. King. New books were also suppose to be first editions. They are not. ******** receives first printing and first editions at least three weeks prior to copies mailed to members. I have tried to resolve this to no avail. I am not trying to be a hard case but right is right and wrong is wrong. I have returned all of the books etc up till Mr. Mercedes. I respectfully request that you get them straight and make sure I receive no more products from them, because I will keep them and will not return or pay for them.Thank you for your assistance in this matter.******* ******** Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to keep the book as the VA state law says that I may and have Stephen King Library stop trying to recover payment or book. Also, a guarantee that my membership is cancelled for good.

Business Response:

January 13, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID #********

Theresa Quiggins

STEPHEN KING LIBRARY Account #**********

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

                Meherrin, VA **********

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

I am responding to the inquiry your office forwarded for *** ********.

Please assure *** ******** that her STEPHEN KING LIBRARY account has been closed with a zero balance. We have also removed *** ********’s name, address, and email address from our solicitation lists.

*** ******** may keep the book she received, Mr. Mercedes, with our compliments.

We regret that *** ******** was not satisfied with her membership experience; we trust this resolves her concerns.

If you have any additional questions or concerns, you may reach me by phone at ###-###-#### or you may send an email to book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

1/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered the a book from this company and within hours my debit card was charged. I received an email verifying my order and that my book would ship within 5 to 7 days. A month later I contacted them again and was ignored until I sent several emails, then I was told that my book was not available for shipment and that it could take 4 to 8 weeks. After waiting 2 more months I had enough and told them to cancel my account and refund my paument. A few days went by before they contacted me apologizing and said that my account would be cancelled, my money would be refunded and they would still send me my book for my inconvenience. It's been another 2 months since then and the only promise they have fulfilled has been canceling my account.

Desired Settlement: I would like my money refunded in the form of a check. Since my account has been cancelled I don't want them having access to my debit card to refund my money that way.

Business Response:

January 13, 2015

*** *** *******                      

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID # ********

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

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

I am responding to the inquiry your office forwarded for **** *******.

Upon review, we were unable to locate a Club account with the name and address **** ******* provided in her BBB complaint.

Please ask **** ******* to contact me directly at ###-###-#### so that I may obtain further information regarding her account.  I will make every attempt to resolve **** *******’s inquiry during our call.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I was provided the material that I had been wanting to get and all my problems were resolved with this company fairly and quickly. Thank you for your help in this matter. 

Regards,

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

1/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a book in early September 2014. Over the course of the Fall, I email inquiries on the status of my book. All I received were useless automated responses. Finally in December (yes, 3 months later !) I received an email saying that the book I ordered was no longer available. As a result, I asked them to refund my 6 bonus points for a book they NEVER sent me. More automated responses saying I can't get bonus points refunded for a returned book. What are they talking about? I NEVER RETURNED A BOOK ! I am just trying to get my 6 bonus pts so that I can use them on another book.Can you help me?Thank you. Product_Or_Service: book Order_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like my 6 bonus points returned so that I may use them for another purchase.

Business Response:

January 20, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID ********

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

THE GOOD COOK BOOK CLUB Account #**********

                *** ***** ****

                Somerset, MA **********

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** that we will be returning six Bonus Points to her Club account.  The Bonus Points will be available on February 7, 2015.

We regret the delay *** ****** experienced in resolving her concerns. We would like to thank *** ****** for her continued business.

If you have any further questions or concerns, you may contact me by phone at ###-###-#### or you may email book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have requested another book using my Bonus Points and have already received this book. Thank you.

Regards,

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

1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In October of 2014 I realized my checking account had been charged 42.46 by Literary Guild. I called them and told them I hadn’t been a member in over seven years and had no idea what I was being charged for. They said they had there that I was a member and didn’t respond to my feature selection so they sent it to me. I explained that it had been several years and to cancel my account and refund my money. They said to send the books back and they would, he also said he would cancel all my memberships to book clubs. The next day I was charged by another 42.46 by Double Day book club. I called them and went through the same wait and conversation. I finally was told that they would credit my account for both place, they are owned by one company, and that they would cancel all memberships. They said it would take two weeks to refund my money, I have since gotten the books and returned them to sender but I have not received any money back as of January 2015. I went to my bank and switch my account and filed a dispute. Both companies are now claiming the charges are legitimate and refuse to give the money back. I now have no books and these book clubs have taken money out of my bank account that they should have had no access to and they were in no way authorized. Since the last time I had been a member of these book clubs I have change banks so it’s very odd that they would even have access to my new account unless they got the information from Mystery Guild, which I was still a member of. I have since been trying to break from Mystery Guild and have requested to cancel my membership five times and each time I am told it was cancelled but I continue to get emails and feature selections.

Desired Settlement: I want my memberships completely cancelled so there is no way for any of these businesses to obtain my banking account information again and I want the money they took from my account returned. As I have said I bought nothing and have received nothing so this shouldn't be a problem.

Business Response:

January 20, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA *****

Re:          BBB Complaint ID ********

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

THE LITERARY GUILD BOOK CLUB Account# **********

DOUBLEDAY BOOK CLUB Account #**********

MYSTERY GUILD BOOK CLUB Account# **********

                **** ********* ****

                Roanoke, VA *****

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

I am responding to the inquiry your ***ice forwarded for *** ******.

Please assure *** ****** that we have issued two separate refunds, each in the amount of $42.46, to Ms. Adkins’s credit card for her LITERARY GUILD BOOK CLUB and DOUBLEDAY BOOK CLUB accounts. Both accounts are now closed with zero balances.

In addition, *** ******’s MYSTERY GUILD BOOK CLUB account has been closed with a zero balance.

*** ****** may disregard any communications she receives from these Clubs.

We trust this resolves *** ******’s concerns.

If you have any additional questions or concerns, you may reach me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There are several issues. They are: 1.) I received and was billed for a book not ordered. 2.) I have not received items ordered, and when called, the Book Club claimed that they had no record of the order, even though there was one book which, while on the order that the Book Club claimed they had no record of, I received. 3.) Payments not being applied. The book club claims I owe $60.69 even though these checks were sent to the Book Club 10 days ago. 4.) Inability to check on order history. All I receive is "No Record of Order", or a representative telling me that they have no record of an order, causing doulbe ordering and double shipment of an order, and thus double payment to the Book Club. 5.) When I tried calling the Book Club, I was either hung up on, or the call was disconnected. 6.) The Supervisor I spoke with, Brianna, gave me a "Take It or Leave It" message regarding return of the item not ordered. 7. ) Failure of the Book Club to email revised invoice, thus showing me owing $121.38 which is not due the Club. 8.) Failure to accurately or completely reply to emails to Customer Service, in that it takes at least 21 days for any reply, and this is just "No Record of Order".

Desired Settlement: 1.) Immediate, by *****, a new hard copy invoice for $21.34 which is the total amount due to Science Fiction Book Club. 2.) Immediate, by ***** or email, a detailed payment history showing the amounts and dates received of all payments to the club from August 15, 2014 to today's date. 3.) Immediate, and confirmed in hard copy, credit of $20.23 for the book received and not ordered, as well as the Club's confirmation that this book does not need to be returned as I shouldn't have to provide my own box or pay postage to the Club for something not ordered. 4.) Immediate ability through the Club's website to track all items ordered by mail, phone, or on line. I have never been able to do this, and numerous requests for this have, like all other requests, fallen on deaf ears. 5.) A check from the Book Club, or immediate credit issued to my account and confirmed by hard copy either emailed or *****ed to me of $40.46 reimbursement for items shipped and paid for twice due to the Club's inability or unwillingness to confirm that items were on order.

Business Response:

October 8, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        **** ** **********

 SCIENCE FICTION BOOK CLUB Account # ********** 

               **** *** ********* ***

                Florissant, MO *****

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

I am responding to the inquiry your office forwarded for *** **********.

Please note that we spoke with *** ********** directly regarding his SCIENCE FICTION BOOK CLUB account.

During our call, we were able to discuss *** **********’s full account and payment histories.  In addition, we provided an update regarding the status of his pending orders.

We have processed a $20.23 refund to *** **********’s Club account for one selection, Shifting Shadows.

We believe we have resolved *** **********’s concerns to his satisfaction.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

Said credit has not been issued. I am in possession of the company's Invoice ********, dated October 2, 2014 in which a previous balance of $43.96 is shown as unpaid. This includes the credit which supposedly was issued, as well as a payment received on September 29 and not posted to my account. No progress has been made regarding this issue.

Second, and most important, *** ******* is an employee of a Collection Agency, ********** ********** ******. Her direct number of ###-###-#### begins with the recorded message "This call is an attempt to collect a debt". Therefore, it appears that the company is forwarding current accounts to a Collection Agency, and this looks to be a very blatnat violation of the Fair Debt Collection Practices Act.

Therefore, I can't accept *** *******'s reply, and in fact, it appears that little progress has been made.


Regards,

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








Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

The 800# provided in the latest reply is from the Collection Agency referenced in my previous reply. Science Fiction Book Club did knowingly forward this complaint to a Collection Agency. I cannot accept their reply.

Regards,

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








Business Response:

November 5, 2014

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

I am responding to the follow-inquiry your office forwarded for *** **********.

As stated in our previous response, *** **********’s SCIENCE FICTION BOOK CLUB was not sent to a collection agency.  We regret that the number provided for our Customer Service representative routed to another company not affiliated with the Club.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,
Brooke K

Correspondence Specialist

1/15/2015 Problems with Product/Service | Complaint Details Unavailable
1/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My mother, ***** *********, died 3 months ago. We sent back several books she had ordered but arrived after her death. We contacted the club right away asking how to return the books. Having not heard back (by email) in 10 days, we sent all the books (unopened) to the Doubleday Book Club. Account No. ********* Two weeks later we received an email back directing us to send the books back. I immediately emailed back to say they should have already received the books and instructed them to send us a check for the credit on the account. We have since traded other emails, phone calls and sent a copy of her death certificate and my Power of Attorney in a fruitless effort to get a check sent so I can settle my dead mother's estate. They reneged on 10-28 promise to send refund They also have declined to provide us with a verbal accounting as to the credit balance.

Desired Settlement: To settle this issue before I die of old age.

Business Response:

December 30, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID ********

Doris *********/Karla Ball, POA

DOUBLEDAY BOOK CLUB Account #**********

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

                Columbus, OH **********

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

I am responding to the inquiry your office forwarded for **** **** on behalf of ***** *********, deceased.

Please assure **** **** that we have closed this DOUBLEDAY BOOK CLUB account with a zero balance. There is no pending credit on the account.

We regret that **** **** experienced a delay in resolving the credit to her late mother’s account.  We offer our sincere condolences for **** ****’s loss; we trust this resolves her concerns.

If you have any additional questions or concerns, you may reach me by phone at ###-###-####. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

1/9/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I fulfilled my commitment to the book club and cancelled my membership approximately a year ago. Last month I received a shipment of monthly selections from Doubleday. I called the consumer line. I was told that they made a mistake and did not go through all of the cancellation steps. After a year of being out of the club they have decided to start sending me books and asking me to pay for them. The representative I spoke to told me she was going to take care of it. I was given a shipping label to return the books I did not order. I was told I could not return them with my mail carrier I had to go to the Post Office. I told the representative that I would not make a special trip it would be returned when I happen to get there. At my convenience after all this was not my mistake. I have not belonged nor have I heard from this company for approx. a year. I have just received a second balance notice for this unsolicited shipment. Obviously she did not take care of it!

Desired Settlement: I would like the charge removed from what they are calling my account. I would like for them to change their requests in the future. I should not have to make a special trip to the Post Office to fix their mistake. I would also like an apology. I did like Doubleday Book Club and had thought of rejoining in the future. That has changed. I know feel they are trying to cheat former members of the club.

Business Response:

December 24, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

DOUBLEDAY BOOK CLUB Account #**********

                ** ****** ***

                Leechburg, PA *****

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

I am responding to the inquiry your office forwarded for **** **********.

Please assure **** ********** that her DOUBLEDAY BOOK CLUB account has been closed with a zero balance. **** ********** may keep the books she received, with our compliments.

**** ********** may disregard any communications she receives from the Club.

We regret that **** ********** experienced a delay in resolving her concerns.  We thank her for her past membership.

If you have any further questions, you may contact me by phone at ###-###-####. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

1/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since Sept I have been trying to get the itemized billing for my Literary Guild account. I pay for the books as I receive them and had no balance. Then a balance magically appeared on the bill of $38.20. I wrote 3 letters, I can not call due to hearing problems on the phone. All I get in return are itemized statements that only go back to 5/8/2014. They show a prior balance of $20.21 and a charge of $17.99 for a total of the $38.20. I need to see records back to the beginning of 2013 in order to substantiate this charge but they ignore my request to send them to me or investigate the problem. Back in May I received a bill from them with no book. I think this is the charge for $17.99 that shows outstanding. I complained that I did not receive the book and would not pay for it till received. After much back and forth they sent the book, I paid for it and a credit was to be issued for the book billed to me that I did not receive.

Desired Settlement: I want the account corrected to show the correct balance and the $38.20 dropped from my account. I have bought many books from this company over many years and have not had such a problem as this before. I think it a disgrace the way I have been treated in this matter and my concerns ignored.

Business Response:

December 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID #********

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

THE LITERARY GUILD BOOK CLUB Account #**********

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

                Vero Beach, FL *****

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

I am responding to the inquiry your office forwarded for **** ******.

Please assure **** ****** we have removed the balance from her Club account; the account currently reflects a zero balance.

I am enclosing the account history **** ****** requested.   If **** ****** has any questions regarding the attached, she may contact me directly at ###-###-#### and I will be happy to address them.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

Attachment

1/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am being harrasses by this company each and every month. I have called them and have been told that my account is cleared up and that I owe nothing. I was also told that Iwill be receiving these Iwas also told the reason wby is because their computers are not up to date. I have cancekled checks, I also have namesthThat I spoke to. Frankly, I am sick and tired of their nonsense. Product_Or_Service: Books Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to upgrade their computer to show what two of their associates have told me ie that I owe them nothing

Business Response:

January 6, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID ********

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

THE LITERARY GUILD Account #**********

                ** ****** ***** **

                East Kingston, NH *****

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

I am responding to the inquiry your office forwarded for *** ********.

Please assure *** ******** that her LITERARY GUILD account is closed with a zero balance.

We regret that *** ******** experienced difficulty resolving her concerns.

We trust this resolves *** ********’s inquiry.

If you have any additional questions or concerns, you may contact me by phone at ###-###-####. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have emailed written and called and left messages for a supervisor. I have not ordered any books from this company and keep getting orders sent to me. I have returned all books shipped to me as return to sender and do not owe them any money but they are billing me 190.00. This has been going on for over one year and I am tired of not getting an answer from this company

Desired Settlement: to quit billing me and stop sending me shipments I have not ordered

Business Response:

January 6, 2015

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

RE:         BBB Complaint ID #********

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

DOUBLEDAY BOOK CLUB Account #**********

                **** ***** *** **

                Everett, WA **********

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

I am responding to the inquiry your office forwarded for *** *******.

On review, our records show that the current balance on *** *******’s DOUBLEDAY BOOK CLUB account is $148.38.  Please assure *** ******* that we have issued a credit to her account in that amount. We also processed previous credits; the account now reflects a zero balance.

In addition, *** *******’s account has been changed to our Member’s Choice plan. *** ******* will continue to receive Director’s Selection announcements, but she no longer needs to reply.  We will not ship anything to *** ******* automatically.

We trust this resolves *** *******’s concerns.

If you have any additional questions or concerns, you may reach me by phone at ###-###-#### or you may email

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

1/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I opened an account with Crafter's Choice and met the minimum requirement of books and then canceled the account on November 24, 2014. At that time I paid the balance I had and my account had a zero balance. I received an email noting that my account was canceled and that I would receive 2 additional notices about the monthly selection but other than that the account was canceled. I never received those notices. Today I received another book which I did not order. I also received a bill showing I owe money from January 2014 and April 2014. My account has been paid in full so this is incorrect. I also do not want to pay for a book I did not order. They do not answer the phone when I call. I was put on hold for 30 minutes and then the call was disconnected.

Desired Settlement: I want these charges removed from my account, I do not want any more books sent, I do not want to pay for the unsolicited book (I will donate the book to the senior center) and I want something in writing from them confirming these things have been done. Thank you

Business Response:

December 22, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

CRAFTER’S CHOICE BOOK CLUB Account #**********

                ** ******* ***.

                Danbury, CT *****

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

I am responding to the inquiry your office forwarded for *** *********.

Please assure *** ********* that we have issued credits to his account for the shipments he received.  *** ********* may keep those items with our compliments.

We have also closed *** *********’s Club account with a zero balance.

We trust this resolves *** *********’s inquiry.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

1/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to cancel my membership for a month or more. They keep sending me books I haven't ordered and charging my credit card. I have sent them numerous e-mails without a response ; and am unable to find a working customer service telephone number. I have even tried to delete my CC# from the website and it won't let me. I just did contact my CC Company to have them cancel the charges and prevent Double Day from collecting any more money from me. I have been a member for years and it has just been the last couple months this has happened. This is a SHAM!!

Desired Settlement: A phone call and confirmation of cancellation of my service. This has been ridiculous! I can't cancel my own CC info! REALLY!!???

Business Response:

December 30, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

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

DOUBLEDAY BOOK CLUB Account #**********

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

 Lake St. Louis, MO *****

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

I am responding to the inquiry your office forwarded for *** ********.

Please assure *** ******** that his DOUBLEDAY BOOK CLUB account has been closed with a zero balance. We have also deleted *** ********’s credit card information from our systems and records.

I attempted to reach *** ******** by phone today, as he requested in his complaint; I was unable to reach him and left a message.

We apologize for any inconvenience *** ******** experienced in attempting to close his account.  We would like to thank him for his past membership.

If you have any additional questions or concerns, you may contact me by phone at ###-###-#### or by email at book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Phone: ###-###-####

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refusal to send the monthly catalog because they claim I am not buying enough books. My membership agreement states that I am only obligated to buy six books. After numerous complaints the company sent one outdated catalog, then nothing. I can not buy books without the catalog so they have excluded me from membership without cause. I am still listed as a member, but I can not use the membership.

Desired Settlement: I want the Literary guild to put me back on the mailing list per the customer agreement.

Business Response:

December 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

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

THE LITERARY GUILD Account #**********

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

 ******* ** *****

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

I am responding to the inquiry your office forwarded for **** ***********.

Please assure **** *********** that her LITERARY GUILD account has been placed back on our catalog mailing list. **** *********** will begin receiving mailings in our next catalog cycle.

We regret that **** *********** experienced difficulty re-establishing her mailings.  We trust we have resolved her concerns and look forward to her continued business as a valued member of our Club.

If you have any additional questions or concerns, you may contact me by phone at ###-###-#### or by email at book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

I'm not really rejecting the response.  I just don't believe it.  They have said this before., They send me the monthly catalog,  if I don't buy from that catalog,  they stop sending again.   I am not obligated to buy any more books  but I can't buy books if I don't see the catalog.    Regards,

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








12/31/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had placed an order on Dec 4th, 2014 on Mystery Guilds website. At the time of checkout, it did not give me an option for shipping, otherwise, I would have chosen expedited, since this is/was to be a Christmas gift. Regardless, since I was ordering it on the 4th, I assumed it was plenty of time. I sent an contact email around the 9th of Dec. inquiring about the shipment, as I had not received any confirmation that it had shipped. Apparently, according to their email, it had shipped on the 9th of Dec. Still I thought, it should be here in plenty of time that I could get it wrapped and delivered prior to Christmas. Today is the 19th of Dec., and I still do NOT have the package. Therefore, this Christmas gift is not going to arrive at it's final destination on time. My complaint is that, there is NO EXCUSE for two books to take 15 days to get to it's destination! When I spoke with customer service this morning, they pretty much told me that I was shit out of luck and that nothing could be done.....no refunds of shipping costs, and oh well that they are not going to get their Christmas gift on time. I feel that the customer service department was incompetent, clueless and rude. I, again, firmly believe that there is no reason in the world, holidays or not, that this shipment should have taken more than 15 days to get to me. NOT acceptable!!!

Desired Settlement: I would like my shipping costs refunded, if not my entire order. I have already cancelled my account with this company.

Business Response:

December 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

***** *****

MYSTERY GUILD BOOK CLUB Account #**********

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

 Atwater, CA **********

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure *** ***** that we have issued a credit in the amount of $41.46 to her credit card.  This amount includes $17.49 each for 2 books and $6.48 in shipping and processing charges.

*** *****’s MYSTERY GUILD account has been closed with a zero balance.  *** ***** may keep the books she received, with our compliments.

We trust this resolves *** *****’s concerns.

If you have any additional questions or concerns, you may contact me by phone at ###-###-#### or by email at book.executive.services@directbrands.com.

Sincerely,

Rachel H***

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

12/30/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint on behalf of my 86 year old mother, ******* . The literary Guild had been sending books to her that she did not order. At the time the complaint started she was 85, with dementia. She opened the packages, I sent a check for the last one that had been sent about 12-9-2013, i faxed a cancellation of service via fax, included my power of attorney for my mother. 12-18-2013. I received a bill for a book they said they sent around 12-26-2013, there was no book received. They sent another bill for that book beginning of Oct 2014, I sent the fax again, stating we had not ordered the book or received. I just got another bill dated December 8, 2014. I decided to file this complaint, I will send the fax again tomorrow, and let them know I have filed this complaint. I am done with the harassment. My mother has spent hundreds of dollars on books she never ordered from the Literary Guild.

Desired Settlement: Remove the charge from bill and do not contact us again,except for a $0 balance statement.

Business Response:

December 18, 2014

 \

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID #********

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

Account Holder: ******* ** ********

THE LITERARY GUILD BOOK CLUB Account #**********

                *** ***** ***** *****

                Munroe Falls, OH *****

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

I am responding to the inquiry your office forwarded for *** ********* on behalf of her mother, ******* ********.

Please assure *** ********* that we have closed her mother’s LITERARY GUILD BOOK CLUB account with a zero balance.

We have also removed **. ********'s name and address from our solicitation lists. Please disregard any further communications from the Club.

We trust this resolves *** *********’s inquiry.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Doubleday Book Club wants me to pay $97.97 which I don't owe. I don't think they have been crediting me with all the checks that I have sent as payment. Doubleday Book Club PO Box **** Harlan, IA ***** ###-###-#### www.doubledaybookclub.com

Desired Settlement: Unspecified

Business Response:

December 18, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID #********

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

DOUBLEDAY BOOK CLUB Account #**********

                **** * ****** ***

                Brownstown, IL *****

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

I am responding to the inquiry your office forwarded for *** *******.

We have reviewed *** *******'s DOUBLEDAY BOOK CLUB account.  Our records indicate we have received the following payments from *** *******:

n  Payment made on July 22, 2014 in the amount of $27.58 was applied to invoice #********* (Natchez Burning and Live to See Tomorrow) dated May 21, 2014

n  Payment made on July 28, 2014 in the amount of $22.29 was applied to invoice #********* (The Target) dated May 30, 2014

n  Payment made on August 6, 2014 in the amount of $70.05 was applied toward three invoices:  invoice #********************* dated April 22, 2014, invoice  #********* dated June 13, 2014 (Field of Prey and Closed Doors), and invoice #********* dated June 8, 2014 (Suspicion Finder and Invisible). The total of the three invoices is $72.69. After applying the payment of $70.05, there was a remaining balance of $2.64.

There is currently a balance due of $97.98 on *** ******* account. This balance represents the cost of the following shipments and the balance of $2.64:

n  Power Play shipped on July 16, 2014 (invoice #*********)

n  Close to the Broken Hearted, Terminal City and A Tap on the Window shipped on July 25, 2014 (invoice #*********)

n  Ghost Ship shipped on July 25, 2014 (invoice #*********).

If *** ******* has any questions regarding the information above, she may contact me directly at ###-###-####.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been emailing the Doubleday book club for the past 2 months with no response. I have been a member of their service for almost 20 years. Something has happened within this company within the past year. I want to close my account. I have sent them as of today three emails (through their website). The time period is the past 2 months. I also have paid a balance that I had on 10/23/14 of 12.27 and when I look at my account it still shows that I owe money even though they have taken this amount out of my checking account. At one point and time a few months ago, I wanted to order a few books. I put them in my shopping cart and it stated that the books were $1,000.00 a piece. They redid their website almost a year ago and there has been major issues ever since. I was hoping they would take care of this, I can't really understand why they have chosen not to but I guess they no longer want customers. I really just want my account closed and this will take care of my issue.

Desired Settlement: I would like someone to call me and tell me that I have a 0.00 balance on my account and they will be closing it as I have requested x3. I was thinking originally that I wanted a phone call, but I would like a letter so I have it in writing in case anything further comes up.

Business Response:

December 16, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** that we have closed her DOUBLEDAY BOOK CLUB account with a zero balance.

We regret that *** ****** experienced difficulty with our website.  We appreciate her comments as we are continually taking steps to improve our members’ online experience.

We trust this resolves *** ******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

12/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: History Book Club claims will not take late fees for items I never ordered and a fee for a featured selection I never ordered off of my account. I have contacted the company numerous times the first time I was told it was taken care of. The next two times I called other charges I was billed for were dropped but the late fees stayed and the fee for a book from 2013 that was shipped to me and I sent back via the post office which I wrote (did not order- return to sender) has stayed on my account. I was sent another bill, which I received Nov. 06. I asked to speak to a supervisor and he told me that I had to pay the bill. I had received the books eventhough I explained to him I had not. I told him I wanted to enroll in the book club and he argued with me. I was extremely upset by this point called him by a name unfortantely. He brought it on himself.

Desired Settlement: I want my bill to $0. I never ordered any books. I sent back any featured selections via the postal service. I have said this to each person I have spoken to. It is ridiulous to be charged late fees for sending back featured selections that were never ordered by the customer. I want to unenroll in the History Book Club.

Business Response:

December 17, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** that we have removed the balance from her HISTORY BOOK CLUB account, including all late charges. The account is now closed with a zero balance.

*** ****** may receive up to two additional mailings from the Club; she may disregard them as they were already in process prior to us closing her account.

We regret that *** ****** experienced a delay in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,

Brooke K

Correspondence Specialist

12/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has not only charged me several times for absolutely nothing. But has also said that I have not paid them what they have taken out of my account. I have bank records that show that I have paid them everything that i have recieved from this company. Furthermore, They are pulling money out of my account after i have already paid for an item. Reason was they had to adjust the price. When I am quoted a price online I expect to pay that price not be charged an additional 15-20 dollars. That is not ethical. I have tried to email this company Waited on the phone for over 45 minutes. Was told that transaction that happened 2 weeks ago did not update until the 5th of the month. It is a web based transaction, That is a bunch of crap. Anything web based can be tracked immediately.

Desired Settlement: I want no further obligations with this company I want my information deleted from their system. Including my credit card number!!!!

Business Response:

December 23, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

On review, our records show that on May 5, 2014, we placed a pre-authorization on *** ******’s credit card for his order of Blackberry Pie Murder. When we shipped this selection to *** ******, we billed the charge of $18.48 to his Club account rather than applying the charge to his credit card.  We have applied a credit of $18.48 to *** ******’s Club account.

On October 21, 2014, we shipped a Featured Selection to *** ****** automatically since we did not receive a response from him declining the selection.  We applied the charge of $42.46 to *** ******’s credit card ending in ****. As a courtesy, we processed a $42.46 refund to *** ******’s credit card.

We have cancelled *** ******’s Book Club account and waived his outstanding purchase commitment.  The refund to his credit card has been processed successfully and we have closed the Club account with a zero balance and removed *** ******’s credit card information from our records.  We have also removed *** ******’s name, address and email address from our solicitation lists.

We trust this resolves *** ******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Rachel H

Correspondence Specialist

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Beginning in February 2014, I started e-mailing this company to ask if they would close out my account. I e-mailed them EVERY SINGLE MONTH through their website as their customer service representatives lied about cancelling my account every single time I called. I never got e-mails back, my account was never closed. I have now taken my debit card off of their website 5 times SINCE March 2014. They just placed a fraudulent charge of $45.46 on my debit card for a purchase I DECLINED. The company refuses to practice like an honest business should and has now reverted, clearly, to ignoring cancellation requests, ignoring close account requests, and has just started charging people money.

Desired Settlement: I want my money refunded to me. They owe me $45.46 that they took from my account, without my permission, and against my express wishes. Furthermore, I want an apology from this company for all of the time and hassle they have put me through.

Business Response:

December 17, 2014

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure *** ***** that we have issued a $44.46 to her credit card ending ****.  We have also closed her LITERARY GUILD BOOK CLIUB with a zero balance. 

We regret that *** ***** experienced difficulty resolving the issues pertaining for her Club account.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,
Brooke K

Correspondence Specialist

12/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made an online book purchase on January 10, 2014. I paid for the purchase when I made it. In June I received a letter stating that even though I made a payment, the payment for this order and another order was not processed. I looked it up and found that the other order was not processed, but this one was. I called them at ###-###-#### on June 19, 2014 for 14 minutes and explained the situation. They helped me make the payment that was not processed, and told me that the one that was (for $13.78) would be taken off my account within 2 days. So I threw the letter away. In July I received another letter stating I owed them $13.78 for my January purchase. I called them again on July 17 for 16 minutes and went over it with them again. I provided the date of payment and my full credit card number. The representative told me the payment was found in their system and it would be applied to my account within 2 days; again I threw the letter away. Now I have a third letter saying I owe this money. I emailed them and they told me I had to provide proof that I paid even though twice now I have been told they found it in their system. I called and spent over 20 more minutes on the phone with them and was told the same thing. I was also told there is no history of my calls, even though both representatives said they were noting my account. I have my credit card statement (which I do not feel I should have to spend the money to mail them, nor do I feel comfortable giving it to them) and the call history from my phone company. The manager, Brian B****, was not very kind or receptive to the fact that their system is the problem, and I should not have to prove over and over that I made a payment when I made my purchase. This company does not even offer the option of purchasing something for payment later!

Desired Settlement: I want my account balance to show that I paid. I also want a hand written letter apologizing for the inconvenience I have had to go through. If they care at all about their customers, they will also offer a credit for the time wasted.

Business Response:

December 17, 2014

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

I am responding to the inquiry your office forwarded for **** ******.

We have removed the $13.78 balance from **** ******’s CHILDREN’S BOOK CLUB account.  We also sent a letter of apology directly to **** ******.

As a courtesy, we wanted to offer **** ****** a free book of her choice. Upon checking **** ******’s account records, we noted that she closed her account on November 6, 2014.  If **** ****** would still like to obtain a complimentary book, please ask her to contact me directly at the number listed below. 

You may contact me at (************ with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

12/28/2014 Problems with Product/Service | Complaint Details Unavailable
12/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Starting on July 9, 2014 I have been contacting Double Day Bookclub to request that erroneous charges on my account be corrected and that my membership be cancelled. I sent several emails and on September 3 I received an email that they were "forwarding my email to the appropriate department for consideration". I never heard from anyone. I located a phone number for Double Day Bookclub and called on October 3 and spent 30 minutes on hold (they do not have a phone number listed on the website or any of my invoices). I finally talked to a woman and explained I was being billed for books that I did not order or receive and that I had asked that my membership be cancelled. She agreed that it was an error and that my membership could be cancelled. I requested that something be sent to me showing that my balance with Double Day Bookclub was zero dollars. Instead, 3 days later, I received via mail a past due bill for the erroneous charges I have been trying to get cleared up. I gave them 6 chances to correct these issues before I contacted you but enough is enough! Its been four months and I don't believe I should have to deal with this any further.

Desired Settlement: I would like my account balance to be corrected to zero and a statement showing that. I would also like my membership to be cancelled.

Business Response:

December 17, 2014

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

I am responding to the inquiry your office forwarded for *** ************.

Please assure *** ************ that her DOUBLEDAY BOOK CLUB account has been closed with a zero balance. *** ************’s outstanding purchase commitment has also been waived; her account was marked as “commitment complete.”

*** ************ may receive up to two additional mailings from the Club; she may disregard them as they were already in process prior to closing her account.

We trust this resolves *** ************’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

12/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My Grandson, ***** ****, is in the U.S. Air Force, currently serving in Afghanistan. His mail comes to my house so I can handle his affairs while he is deployed. He has been receiving books from this company for almost a year now, and I have returned every one as the U.S. Postal Service told me - write "refused" and give it back to the Post Office. I have spoken with him and he assures me that he knows nothing of this, and that he did not sign up for any books, nor has he received any books. I have called and emailed the company on numerous occasions to explain the situation. Each time I am assured that the account will be closed and the balance will be cancelled out. The books stopped coming about a month ago, but now I received a bill from them, addressed to *****, demanding $120.90. I have spent countless hours, returning books, writing emails, and making phone calls, all to no avail. Can you help?

Desired Settlement: I would like this account to be closed and the balance deleted.

Business Response:

December 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

Mrs. Lee Mele

Account Holder: ***** ****

QUALITY PAPERBACK BOOK CLUB Account #**********

                ********* ****

                Kenosha, WI *****

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

I am responding to the inquiry your office forwarded for **** ****’s grandson, ***** ****.

Please assure **** **** that we have closed the QUALITY PAPERBACK BOOK CLUB account with a zero balance.

We regret that **** **** experienced a delay in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I previously ordered books from Mystery Guild. I completed my requirements a few years ago & at that time I told them to cancel my membership & to stop sending me the "Featured Selections." I stopped receiving the shipments but did continue to receive e-mail offers from them. I suddenly received a shipment from them in October and another shipment within a week of the 1st one. At that time, I contacted Mystery Guild via their online e-mail form; I informed them that I had canceled my membership long ago, that I would not pay for the books and if they want them returned that they needed to send me a pre-paid shipping label. I alos told them that if they did not remedy this quickly, I would file complaints with the BBB & MN State Attorney General's Office. I received no response. Then, at the beginning of November, I received a 3rd shipment. I contacted them again via their online e-mail form that if they did not respond to me within 48 hours, I would consider the books already shipped to me along with any further shipments to be mine, free of charge. I still have not heard from them

Desired Settlement: 1.) Membership "Cancelled" (As stated above, I had previously cancelled a few years ago and am not sure why I suddenly started receiving shipments again other than that they are attempting to scam me. 2.) I will NOT pay for the books that I have received or any further shipments. If they want their books back, they can provide pre-paid shipping labels to me within 14 days from today (11/30/14) and I will gladly ship them back. I will otherwise consider them my property free of charge.

Business Response:

December 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID #********

Sarah L. Dvergsten

MYSTERY GUILD BOOK CLUB Account #**********

                *** *** ******

                Duluth, MN *****

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

I am responding to the inquiry your office forwarded for *** *********.

Please assure *** ********* that we removed the balance from her MYSTERY GUILD BOOK CLUB account and closed the account with a zero balance. 

*** ********* may keep the books she received, with our compliments.

In addition we have also removed *** *********’s name, address and email address from our solicitations lists.

We trust this resolves *** *********’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In Dec. 2013 Crafters Choice had a special offer so I placed an on line order and paid it in full at the same time with ******. It was for a balance of $2.84 In January 2014 they had another special offer so I place a second order with them and paid for it at the same time with ****** for a balance of $1.90 In May I purchased more items from them for a balance of 17.46 (paid in full by ****** 8 days later) In August I started getting notices by mail, telling me that I owed $20.74. This amount included a $3 late fee and balances from the orders shown above. I contacted Crafters Choice through their web site and let them know that they were in error; that I did not owe anything, that my bills were paid on time and that I did not deserve a late fee. Meanwhile I double checked their web site page for my account and saw that my totals were correct for each order. I also checked my ****** account and saw that the payments were paid on the dates that I thought they were. This month I received an email telling me that I owed them $20.74, referencing the three orders listed above. I contacted them and explained in detail, once again, how I had paid everything. We went back and forth several times, each time with a different customer service rep who had obviously not read any of the earlier correspondence. One thing that was discovered was that the first two ****** payments expired before Crafter Choice accepted them. So yesterday I re-paid those two balance ($2.84 and $1.90) and asked that they now give me a zero balance for my account. Today I got another email thanking me for my payment and saying that I owed $16.05 for a totally new invoice number.   I checked their account page and could not find any purchase that I ever made with that number. I suspect that they made up a new invoice to cover the balance that they want me to pay; the amount that I do not owe. This service has been terrible in many ways. No matter how many times I try to clear up the situation, they do not listen or even check my account to get their facts. Every time I contact them it is like a brand new conversation so I have to explain over and over again the same detailed situation. No matter how great their future offers are, I plan to never do any business with them again. If you have any suggestions on additional ways I can resolve this problem, I would greatly appreciate it. Meanwhile I am completely disgusted with the service I have been getting from Crafters Choice. Thank you for your consideration and attention to this matter.

Desired Settlement: I would like them to clear up this situation, give me my zero balance and stop sending collection letters. An apology would be nice also but I will be satisfied if I can be done with this completely.

12/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company debited $44.46 from my bank account without my permission or knowledge. I have not ordered anything from them in in last 14 months. Additionally, they recently sent me a bill for something they claim I received in 12/2013; I neither ordered or received anything from this company in December 2013. As I said, it has been at least 14 months since I made a purchase from this company.

Desired Settlement: I would like an immediate refund of $44.46, I would like the outstanding bill of approximately $12.00 to be removed from my account, I would like an apology from this company, I want a written statement stating that this account is in good standing, and I want this account to be permanently closed.

Business Response:

December 11, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:        BBB Complaint ID # ********

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

THE LITERARY GUILD BOOK CLUB Account #**********

             **** * ***** *****

             Jefferson City, MO *****

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

I am responding to the inquiry your office forwarded regarding *** *******’s complaint.

This  will confirm that we have processed a credit in the amount of $44.46 to*** *******’s credit card ending in ****.  In addition, we have applied a credit of $11.98 to *** *******'s LITERARY GUILD BOOK CLUB account.

*** *******'s Club account has been closed with a zero balance.

We certainly regret that *** ******* experienced difficulty with her account.  We trust this has now been resolved satisfactorily.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company debited an account without my permission and has failed to issue a refund for books returned. I have called at least 6 times (dates recorded) and have been given false information. I cannot talk to a supervisor. I am left on hold for over 30 minutes. I am promised each time that they are "expediting" the credit. This last time, I was told that my "Literary Guild" account was suppose to have been credited when I specifically stated I wanted the monies returned to my debit account.

Desired Settlement: a speedy credit to my debit card and my over 25 year membership cancelled immediately

Business Response:

December  10, 2014


I am responding to the inquiry your office forwarded for **** ******.

This will confirm that we credited $46.46 to **** ******'s credit card ending in ****.

We certainly regret the delay **** ****** experienced in obtaining her refund.  We are sorry to lose her as a member and thank her for her patronage.

We trust this resolves **** ******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,
Brooke K

Correspondence Specialist

12/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Crafters Choice has a book of the month club. For three months in a row I declined my selections, but they sent me the books anyway. I called several time to have the return labels sent to me to no avail. When I finally did get the return labels, I sent the books back. During the last phone call to get the return shipping labels, I was not notified of their supposed return policy. I returned all three months worth of books, but now Crafters Choice is only crediting me for one of those months. They say that they have a return policy of 45 days. I had had these books in my posession for almost a year before I received the return labels, and was not told of this prior to me sending the books back. I just got off the phone with Crafters Choice and told them if I had to pay for the books, I wanted them back. I am not going to pay for something I don't have. They will not send the books back and said they will send me to collections if I don't pay.

Desired Settlement: All I want is for Crafters Choice to credit my account. I don't feel I should have to pay for something I sent back to them.

Business Response:

December 10, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

CRAFTER’S CHOICE BOOK CLUB Account #**********

                **** ******* ***

                Cincinnati, OH *****

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

I am responding to the inquiry your office forwarded for **** ********.

Please assure ***** ******** that we have removed the account balance from her CRAFTER’S CHOICE BOOK CLUB account, including all late charges. The account has been closed with a zero balance.

We regret **** ******** experienced a delay in resolving this matter; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The Science Fiction Book Club (owned by Direct Brands) has failed to credit a duplicate payment in the amount of $42.17 back to my bank account. I can't get direct contact via phone or email to speak to anyone aboyt this. See email below. From: ****** ******* Sent: Monday, November 03, 2014 2:45 PM To: 'customer.service@sfbc.com' Subject: RE: Thank you for contacting us. (*********************) Importance: High The following duplicate payment(s) are still debited to my bank account, please credit $42.17 back to my account ASAP. Is there another method of contacting a human Customer Service representative ?? I will be filing this with the BBB in my state. 2014-10-31 + Payment ************ And 2014-10-31 + Payment ************ ******* ** ***** -----Original Message----- From: ****** ******* Sent: Friday, October 31, 2014 12:52 PM To: 'customer.service@sfbc.com' Subject: RE: Thank you for contacting us. (*********************) Why don't you have a Customer Service phone # that works ?????????? I've tried several times over the last few months & I've NEVER gotten a human on the phone ------------- either endless busy signal or perpetual hold. I need to speak to SOMEONE about charges to my credit card ASAP. -----Original Message----- From: customer.service@sfbc.com [mailto:customer.service@sfbc.com] Sent: Friday, October 31, 2014 12:42 PM To: ****** ******* Subject: Thank you for contacting us. (*********************) Thank you for contacting us. Please be assured that your message is very important to us. We are experiencing a high volume of Emails at this time and we will respond back to you as soon as possible. Thanks again for your patience. ======================================================== Message Receipt Confirmation Message Reference Number: ******** Subject: Paying Your Balance Online Received: 10/31/14, 01:42:PM ========================================================

Desired Settlement: credit my bank account back the duplicate charge.

Business Response:

December 16, 2014

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

I am responding to the inquiry your office forwarded for *** *****.

Please assure *** ***** that we have applied a refund of $42.17 to her credit card ending ****.

We regret that *** ***** experienced a delay in resolving her concerns.

You may contact me at (************ with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hello, I ordered an introductory shipment from The Literary Guild on August 23, 2014 signing up for a deal where I would get x amount of books in an introductory shipment and then I would have to fulfill an agreement by buying a few more books. Now, I understand that the company used to be called Book of the Month Club and there was some big transition. However, today is November 3. 2014 and I still have not received anything. That being said, I did call two times and was told the first time that the "introductory shipment" can take 4-6 weeks. Furthermore, at first, they couldn't even find my account. I sent them an emails several weeks ago, they responded with that a status update is "not available" at this time. I sent one more email two weeks ago and was told again that an update is "not available" again and that I was urged to reapply through the site. I emailed back and said at this point, if they can't even provide an update, I would like a refund of approximately 15.00 that I paid for that introductory shipment. I have not heard back yet and I noticed in my agreement that if the member cancels, I will be charged for the books I didn't buy in order to fulfill my agreement. That hasn't happened yet, but I would like to avoid more charges. I can't even get an update after 10 weeks. Any help is appreciated.

Business Response:

December 15, 2014

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

I am responding to the inquiry your office forwarded for **** ******.

Several months ago, we experienced a systems issue that affected our new member enrollments, including **** ******’ enrollment.  **** ****** will receive – if she has not already received – an email from THE LITERARY GUILD regarding her enrollment.

If **** ****** still wishes to become a member of THE LITERARY GUILD, we encourage her to re-enroll through our Club website (www.literaryguild.com).  We’re sure she will enjoy the many benefits our Club has to offer.

Please assure **** ****** that we never charged her credit card for her enrollment order.  On August 23, 2014, we placed a pre-authorization on the card which has expired. Since we never established a new Club account for **** ******, she does not have any Club purchase commitment to fulfill.

We trust this resolves **** ******’ inquiry.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,
Brooke K

Correspondence Specialist

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Thank you so much for your help!

Regards,

***** ******

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on August 1st, 2014 for six books that totaled $33.94. Six weeks went by without any communication from One Spirit so I sent One Spirit an email, asking if the order had shipped yet. One Spirit responded that only one of the six books I ordered was available and that one book was being processed. I then told One Spirit to refund my $33.94 and cancel the order and that they should have let me know sooner that the items were unavailable. The response on September 27th was simply "we did not charge you for the items that are no longer available." On September 30th I again asked One Spirit to cancel the order as this is the second time I have had this problem with an order. On October 8th, One Spirit's response was "We are sorry, but the package was already processed by the time we received your instructions." Then on November 24th two separate charges for $11.78 were debited from my checking account. One Spirit charged me twice for an order that I requested be cancelled. I do not understand why they charged me twice. I also do not understand how the order could be "processing" for over two months. I believe they had ample time to cancel my order. Four months is a ridiculous amount of time for this issue to remain unresolved.

Desired Settlement: I want One Spirit to refund the $23.56 that they were not authorized to charge to my account as soon as possible.

Business Response:

December 15, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

ONE SPIRIT BOOK CLUB Account #**********

                P.O. Box *****

                Tucson, AZ *****

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

I am responding to the inquiry your office forwarded for *** *******.

Please assure *** ******* that we have issued a refund of $23.56 to her credit card for the duplicate copy of Living Life in Full Bloom that was shipped to her.

 

*** ******* may keep the duplicate copy, with our compliments.

We regret that *** ******* experienced a delay in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In Nov. 2013, I recieved a bill from Black Expressions for hundreds of dollars. I had not ordered anything from them since the beginning of the year. I called and I was told the bill would be adjusted. Since that bill I have received bills and called to say that I never ordered or received the books in question. Finally, one agent informed me that they moved their warehouse during this time and the books may have been misplaced during the move. Again the bill will be adjusted. I recieved a bill last month that showed a charge of $106. 66 on April 2, 2014 and when I inquired about that charge in addition to not oweing the rest of the bill, I was informed that an ordered was placed and sent to another address using my account number. This time I was told my account would be adjusted and someone would call me. So two days ago I receive another bill and the April charge is still on it and the usual outstanding balance is on it. I again called and the agent stated they will forward to the head office to review my account. I told her that I call everytime I received a bill and she informed me that there was only a few calls logged in.

Desired Settlement: I want them to zero out my account and although I have purchased thousands of dollars worth of books from them in the past and enjoyed looking forward to next month to see what is out there. I want them to close my account and not contact me anymore. They do not have a honest company and to lose a customer because they are wrong. I say good-bye.

Business Response:

December 3, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

Cheryl Foye

BLACK EXPRESSIONS BOOK CLUB Account #**********

                ** ********* *****

                Randolph, MA *****

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

I am responding to the inquiry your office forwarded for *** ****.

Please assure *** **** that we have removed the outstanding balance from her BLACK EXPRESSIONS BOOK CLUB account.  The account has been closed and reflects a zero balance.

We have also removed *** ****’s name, address and email address from our solicitation lists.

We regret that *** **** experienced a delay in resolving her concerns. 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

***********************@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: ***********************@directbrands.com

12/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called four times and emailed twice to have a fraudulent charge on my account removed. I have ALL of my receipts for all of my charges through Doubleday Book Club and all have been paid in full, yet they are charging me an additional $14+ dollars for a book that not only I didn't order for a second time, but that I also never received. I have forwarded copies of all of my receipts and they never responded. The last phone call I made, I was told that the outstanding balance would be removed from my account immediately, yet it is still there. They are in the business of creating fraudulent charges and then sending those invoices as past due to clients in hopes that customers will pay those fraudulent invoices just to "get it over with".

Desired Settlement: I would like the "balance due" to be removed from my account immediately.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

DOUBLEDAY BOOK CLUB Account # **********

                ***** ***** *******

                ** ******* ** *****

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

I am responding to the inquiry your office forwarded for *** *******.

Please assure *** ******* that we have removed all charges from her DOUBLEDAY BOOK CLUB account; the account currently reflects zero balance.

We regret that *** ******* experienced a delay in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

***********************@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: ***********************@directbrands.com

12/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a membership with Mystery Guild Book Club. I fulfilled the terms of my contract and spoke with customer service in reference to closing my account. In the last 3 weeks, my credit card has been charged $184.82 for books that I never purchased or ordered. I have attempted to write to customer service over 6 times, and call the customer service number listed on the company website over various days. I have not received any response. I have also reached out to the company on ******** and other social media. I would like my money refunded as I did not authorize the company to make these charges on my credit card and as I have fulfilled my membership terms. My account # ********. I have NOT received any merchandise for these charges nor do I want any merchandise.

Desired Settlement: I want a full refund of the unauthorized charges on my credit card returned ASAP.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

MYSTERY GUILD BOOK CLUB Account #**********

                **** ** ***** ****

                ****** ** *****

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

I am responding to the inquiry your office forwarded for *** *********.

Please assure *** ********* that we have applied a $184.82 refund to her **** card ending in ****. 

On review, our records show that when *** ********* joined the Club on May 9, 2014, the purchase commitment associated with her membership was to buy 4 books at regular Club prices in 1 year.  *** *********’s account shows that she has not purchased any books towards fulfilling her commitment. The account is open and active.

We shipped the following 3 Featured Selections to *** ********* automatically since we did not receive responses from her indicating that she wished to decline the shipments:  on October 2, 2014, we shipped Cut and Thrust/The City/Tom Clancy Support and Defend ($61.94); on October 21, 2014, we shipped Private: Down Under/Remains of Innocence/The Old Blue Line/Mean Streak ($60.94); and on November 4, 2014, we shipped The Lost Key/Festive in Death/The Golem of Hollywood ($61.94).  The costs for these shipments ($184.82) were applied to *** *********’s **** card on file ending in ****.

As a courtesy, we have marked *** *********’s account as “commitment complete” and closed the account with a zero balance.

We trust this resolves *** *********’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

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

Sincerely,

Brooke K******

Correspondence Specialist

Email: ****************************************

12/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dropped out of this DVD club over a year ago when relocating to another state. On August 29, 2014, the Book Division charged my bank account for $44.46 for books that I did not order. In fact, i have had no contact, emails or direct mail in 2014. I refused the books and contacted them via phone. They finally agreed that we were in fact not an active member and agreed to credit the bank account when the refused shipment was received. Six weeks later and the account has not been credited. In fact, they now tell me that the issued a credit to the Columbia House account which they admit is closed. I want the $44.46 debit to my bank account reversed. Now, I have received two shipments from the DVD division and debits to my bank account for $25.94 on 9/17/14 and $25.44 on 10/12/14. Same story, No authorization to send. When we were acrive in 2013, we NEVER had them ship without prior authorization. Columbia House Agrees that the membership are cancelled on the phone, yet continue to ship DVD's on a monthly basis and charge my checking account. All shipment are refused, but the charges remain. I want the shipments to stop and for the charges to be reversed. The account information on the last refused shipment received today and another charge for 25.44 is #******* and #**** **** **** ****#

Desired Settlement: Stop all unauthorized shipments and charges. Credit all charges made to the bank account for the shipments starting in August 2014.

Business Response:

December 2, 2014

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

I am responding to the inquiry your office forwarded for **** *****.

With regard to the COLUMBIA HOUSE DVD CLUB account, our records show that we charged **** ***** for 3 shipments:  March 17, 2014 for $6.47, September 14, 2014 for $25.94 and October 4, 2014 for $25.44.  The $6.47 remains as a balance on the account; we have credited that amount to **** *****’s Club account.  We applied refunds to **** *****’s credit card ending in **** for the remaining charges on October 20, 2014 ($25.94) and October 15, 2014 ($25.44).

With regard to THE LITERARY GUILD account, our records show that we are processing a credit in the amount of $44.46 to **** *****’s credit card ending in **** for a Featured Selection shipment. Prior to the closure of **** *****’s account, we shipped another Featured Selection to her. We have issued another credit to **** *****’s credit card in the amount of $49.46. If **** ***** has received the selection, please let her know that she may keep it with our compliments.

We have now closed both Club accounts with zero balances.  **** ***** may disregard any communications she receives from the Clubs while the account closures are in process.

We trust this resolves **** *****’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,
Brooke K

Correspondence Specialist

12/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Many, many years ago, I requested that Doubleday Book Club remove my account as I was no longer interested in receiving books from them. For several years, I did not receive any correspondence or books. In the last three weeks, I have received two sets of books that I did not request. When I contacted Doubleday, I was told they had no information regarding my request to cancel and that I would have to be responsible for returning the books even though I had not been active for several years.

Desired Settlement: I would like for Doubleday to send me a return label for the books since this was their mistake to begin with. I have no problem keeping the books if they do not feel the need to satisfy their customer but I do not intend on paying for them since I did not request them.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

*** *****

DOUBLEDAY BOOK CLUB Account #**********

                ***** ***** *****

                ***** ** *****

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

I am responding to the inquiry your office forwarded for *** *****.

We have closed *** *****’ DOUBLEDAY BOOK CLUB account with a zero balance.  *** ***** may keep the books she received, with our compliments.

We trust this resolves *** *****’ concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Order August 2013 for $103.94. Shipped, cost was $140.92. Book returned for $20.99 credit. $140.92 paid by ****** December 2013. Still being billed. Order August 29, 2013 for $103.94. Finally shipped at $140.92. Wrong book returned for $20.99 credit. I gave up trying to get the original $103.94 order price and paid entire $140.92 through ****** on December 27, 2013. I owe nothing and should have a $20.99 credit. I continue to be billed in November 2014 for $119.93. Repeated e-mail inquiries assure me don't owe and have credit but on-line account shows owing $119.93. Supervisors at help # (11/8/13 -- Katharine; 6/26/14 -- Candy H*****; 9/12/14 -- Lisa H and Dillon M******* assure will be taken care of within week. I just received another bill, October 7, 2014, for $119.93 from ******, IA *****. My account is *********. I just wanted my account cleared and the $20.99 credit. I NOW would like a full refund of the $140.92. This has gone on way too long. I have tried by e-mail and telephone to get it resolved, each time being assured it is fixed. Not so. Please, please get my account cleared. I will require documentation that it is cleared.

Desired Settlement: I want a complete refund of my $140.92 and my account cleared. The original order was $103.94. I was NEVER able to get the amount corrected and overpaid to get it out of the way. AND I still keep getting bills.

Consumer Response: Dear *** ******,

Thank you so very much for continuing to monitor my complaint with Mystery Guild (Direct Brands, Inc.).

This is to officially notify you that Mystery Guild has refunded the entire $140.92 to my ****** account, which has in turn credited my credit card.  This is wonderful and I appreciate it.  This takes care of the first part of my requested settlement with them.

As to the second part, to clear my account, that still has not occurred.

When I log in to my on-line account with Mystery Guild (Account No. *********), they are still showing I owe $119.93 which is incorrect.  I actually owed -0- after my $140.92 payment through ******.  When I returned an incorrect book, they did credit me the $20.99, which they believe left me owing $119.93 when I had paid the full amount and should have a credit on-line of $20.99 for my next order.  Of course, their refund satisfies all the owes and credits, and my account should now show -0- owing.

I hope this is not too confusing, but basically, I need my on-line account to show I owe nothing.  Mystery Guild's last bill to me dated November 7, 2014 for the $119.93 threatens to begin adding service fees for my not paying.  It would also be great if they could notify me in writing that I owe nothing.

I really do appreciate your assistance in this matter which has been ongoing since my original order on 8/29/2013.

I look forward to hearing from you.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

MYSTER GUILD BOOK CLUB Account #**********

                **** ********* ***

                ********* ** *****

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

I am responding to the inquiry your office forwarded for *** ********.

As noted in *** ********’s December 1, 2014 update to her complaint, she has already received the $140.92 refund we applied to her ****** account. 

This will confirm that we have removed the $119.93 balance from *** ********’s MYSTERY GUILD BOOK CLUB account.

Please advise *** ******** that we also sent a separate letter to her confirming the above.

We trust this resolves *** ********’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Starting in October of 2013 items were mailed and billed to a previous address of mine. I had been a member and fulfilled my membership years ago with no current activity for the previous years before 2013. The items were sent back and a year later after countless calls to One Spirit and numerous emails I am still forwarded a statement with an account balance. I have been very clear that this account had been closed for years and nothing had been ordered but I have been inconvenienced with picking up these packages and sending them back via the post office. The customer service reps have not been of any help thus far via email or verbally on the phone with clearing up the matter of billing for these items.

Desired Settlement: I wish to have no further needed contact with One Spirit book club or it's parent company and affiliates, the account is null and the balance needs to be void.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

ONE SPIRIT BOOK CLUB Account # **********

                ** ******* ******

                ************ ** *****

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

I am responding to the inquiry your office forwarded for **** ******.

Please assure **** ****** her ONE SPIRIT BOOK CLUB account has been closed with a zero balance. We have removed **** ******’s name, address and email address from our solicitation lists.

We trust this resolves **** ******’s inquiry.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with CBOMC.com on 12/03/13 for a total of $163.77. I paid for this on 02/22/14 via check which was cashed and cleared my bank. I did receive the items I ordered and then received duplicate items of most of my order. I held on to the duplicates in case the company contacted me after realizing their error. They didn't. I sent them an email asking for a return label on 02/25/14 and returned the duplicate merchandise. Then I started receiving billing for the returned items. I contacted the company on 03/14/14 asking them to close my account and zero my account as it should be. They claimed to process the request to close my account. On 03/20/14 I emailed the company asking why the account is still active and showing a balance. I told them again that I paid for my order and returned the duplicate items they mistakenly sent. They replied in an email stating that the returns have posted to my account but the credit has not been applied to the balance yet (Zachery in Customer Service). On 07/17/14 my account is still showing a balance due. I received an email from Kaitlynne in customer service stating that they received the payment for $163.77 and it was applied to the account. There is currently a balance due of $126.86. Their records indicate the December order duplicated in their system and they are in the process of removing the duplicate order from my balance. I have not contacted the company again. I have received a past due letter on October 6, 2014 and November 6, 2014 stating that I owe $126.86.

Desired Settlement: I want the company to correct their error and remove all charges they are showing for my account. I want my account completely closed and no further contact from them or their affiliates.

Business Response:

December 10, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** that her Club has been closed with a zero balance.  We have also removed *** ******’s name, address, and email address from our solicitation lists. 

We trust this resolves *** ******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/12/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a member of Doubleday Book Club. I paid for books that I am to receive. I contact them around October 2013. Since then I have been getting the run around. I have called this company around 30 time and spoke to just about every manager or supervisor. some of the answers that I have been given, " they have to put me in the system", they have to transfer my order to another department. Some of the customer service reps didn't even know what I was talking about. I wrote a letter to the company, and I have had no response. Every time that I called, I was told to leave my number and someone would contact me. I have not receive one phone call. COULD SOMEONE PLEASE HELP ME.

Desired Settlement: At this point, they can keep the books. The customer service is a joke .Just refund my money

Business Response:

July 30, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re: BBB Complaint ID ********

****** *****

DOUBLEDAY BOOK CLUB Account #********

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

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

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

I am responding to the inquiry your office forwarded for **** *****

Please assure **** ***** that we are processing a refund in the amount of $40.04, which represents the amount she paid to fulfill her Club purchase commitment.

We have closed **** *****’s account with a zero balance. We regret that **** ***** experienced a delay in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

Per our conversation, I am writing this regarding my response from the book club. I have not received my refund. I have contacted them and I have not received a phone call.

Regards,

****** *****








Business Response:

December 1, 2014

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

I am responding to the follow-up inquiry your office forwarded for **** *****.

We have spoken with **** ***** and advised her that we have processed a refund check in the amount of $40.05.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,

Brooke K

Correspondence Specialist

12/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have requested in writing Mystery Guild remove me from their mailing list for books. I have returned to sender any merchandise from Mystery Guild. I have requested removal from Mystery Guild mailing list in writing on 10/25/2013. I have returned to sender TWO items unopened. Reporting to BBB was my last attempt with dealing with this company.

Desired Settlement: REMOVE ME FROM YOUR RECORDS AND REMOVE MY NAME FROM YOUR BILLING REQUEST FOR $48.53. I DO NOT POSSESS ANY PROPERTY FROM MYSTERY GUILD.

Business Response:

November 26, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

This will confirm that *** ******’s MYSTERY GUILD BOOK CLUB account has been canceled. We have issued a credit to *** ******’s account in the amount of $48.53 and have closed the account with a zero balance.

This will also confirm that we have removed *** ******’s name, address and email address from our solicitation lists.  *** ****** may disregard any communications from the Club that were already in process.

We trust this resolves *** ******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

12/11/2014 Billing/Collection Issues
12/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Children's BOMC has once again sent my 1.) A bill for a book which I did NOT order or receive -bill received 11/14, said purchase was in 1/14. First time a bill has arrived, and then 2.) Shipped me another book which arrived this past week, again which I did NOT order. I did business with this company briefly in 2008. The contract was satisfied. In 2013 I unexpectedly began receiving a barrage of books from this company, and billing to follow. I had NOT been in contact for 4 years - had NOT initiated nor authorized any such order. I returned the book via USPS. After numerous phone calls to BOMC in which they repeatedly promised to correct the issues by "re-cancelling my account", but still receiving books after these calls - I sent an email on 1/20/14 with subject "Unethical Practice needs Correcting" to their customer service dept. I received an email back on 1/27/14 from a customer service agent named Kaitlynne G*******, in which she apologized for their "computer glitch" and which she stated "We've gone ahead and re-cancelled your account. You may receive one or two more club mailings, but you may disregard them. They were simply prepared in advance of your cancellations." After that point I did not hear from BOMC again - UNTIL this past month when I have once again received an unsolicited order and an accompanying bill. This is Predatory Business practices, which I will also report to the Federal Trade Commission and the NC Attorney General's office. I specifically gave a CEASE AND DESIST command in my written 1/20/14 communication. This company persists in the illegal practice of Predatory Business. I will - ONCE AGAIN - Refuse this pkg with the USPS who will ship it back - will NOT pay an illegal bills they send me - and ask the BBB to investigate and resolve this illegal activity.

Desired Settlement: Stop Contacting me - Stop Sending me - products - Stop Billing me. CEASE AND DESIST!

Business Response:

November 24, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:       BBB Complaint ID # ********

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

CHILDREN’S BOOK CLUB Account #**********

            *** ***** *** *****

            ******* ** *****

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

I am responding to the inquiry your office forwarded for *** ******.

We have confirmed that *** ******’s CHILDREN’S BOOK CLUB account has been closed with a zero balance.  

Our records also show that *** ****** has an open and active DOUBLEDAY BOOK CLUB account.  Please ask *** ****** if she would like us to close this account as well.

We have removed *** ******’s name, address and email address from our solicitation lists.  Please note that *** ****** will continue to receive mailings from DOUBLEDAY BOOK CLUB until we receive her instructions to close this account.

We regret that *** ****** experienced difficulty in resolving her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

12/5/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order on 8/16/14. As of 10/8/14 no resolution or response to emails. I placed an order on their website on 8/16/14. As of 9/25/14 the order was still showing as "processing". I had tried calling several times and each time was on hold for over 30 minutes when I finally gave up still not speaking to anyone. I then sent them an email to please cancel the order and close my account. As of today, 10/8/14 I still have not gotten confirmation that they have closed the account and will not ship or charge my card. Logging into the site today I see that the order is still showing as processing. Also, twice in this time period I have logged in to see that I have featured selections that if I don't decline with auto ship to me, but received no type of notification via email that they were there. If my enrollment order hasn't processed yet, how can my featured selections be live?

Desired Settlement: I want confirmation that the account is closed and the books will not ship. Also, that no charge has been or will be placed on my credit card.

Business Response:

October 15, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ****** *******

 MYSTERY GUILD BOOK CLUB Account # **********

               *** ******* ****

                ********** ** *****

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

I am responding to the inquiry your office forwarded for *** *******.

On review, our records show that *** ******s’ credit card ending in 0862 has not yet been charged for the enrollment order she placed on August 16, 2014. The order was not processed at that time but remained pending in our system.  It appears that the order has now been processed. 

Since we are unable to cancel an order once it processes, *** ******s’ credit card will be charged for the order. We will then apply a refund to *** ******s’ credit card in the amount of $14.95.

*** ******s may keep the enrollment package, with our compliments.

We have cancelled *** ******s’ MYSTERY GUILD BOOK CLUB account with a zero balance.  Once we process the credit to *** ******s’ credit card, we will remove the card information from our systems.

We regret that *** ******s had difficulty in establishing her membership; we trust this resolves her concerns.

We hope that *** ******s will give the Club another chance; we would love to have her as a member!

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: A review of my account as of right now shows the order was NOT processed, it in fact was cancelled, therefore the books she is telling me to 'keep" appear to have never been shipped. 

Please confirm that the credit card was in fact not charged (as she implies that it was and will be credited).  If she can review the account again and confirm that what I am seeing (the order was canceled) and card was not charged) and confirms that the account is closed (which it is not now).  I will then "accept" as the free books are not of issue to me.

Regards,

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








Business Response:

December 3, 2014

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

I am responding to the follow-up inquiry your office forwarded for *** *******.

This will confirm that we did not apply any charges to *** *******’ credit card ending in 0862 pertaining to her August 16, 2014 order.

This will also confirm that *** *******’ MYSTERY GUILD BOOK CLUB account has been closed with a zero balance. Please assure *** ******* that we have also removed her credit card information from our records.

We regret that *** ******* experienced difficulty with her orders and charges; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,

Brooke K

Correspondence Specialist

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had an account with Stephen King Library many years ago but called them several times to cancel the account and told each time it would be canceled. However, the account isn't canceled and I continue to receive books on a regular basis and I have to take time out of my busy schedule to take the books to the post office and refuse them and I have even written on the outside of the package to cancel the account yet I still receive books on a regular basis. It is becoming a hassle to return the books because most of them will not fit in the drop boxes so I have to physically go into the post office and hand the package to a post office teller who scans it in their register saying it was refused. Yesterday, November 20, 2014, I asked the post office teller for a suggestion and if I wrote "Not at this Address" on the package would that stop the company from mailing any future shipments out and they responded that they didn't think so. One teller suggested keeping them but I didn't want this to go towards my credit report for keeping something I didn't want and not paying for it. I no longer own any Stephen King books and have donated my entire library to the local public library. Again, it was several years ago that I contacted Stephen King Library a few times to cancel my account and they fail to cancel it. I am not sure what to do anymore other than contacting BBB that will hopefully finally get them to cancel the account and stop sending me stuff. I will be moving next year and not putting in a forwarding address and I don't want books to continue to come after I move and the new tenants, assuming there will be new tenants, keeping the books and then again it goes against my credit report.

Desired Settlement: I would like that the Stephen King Library would cancel my account and stop sending me books, etc. immediately. Also, not hold me responsible for any charges if they fail to cancel my account and continue to send me stuff.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

STEPHEN KING LIBRARY Account # **********

                **** ******* *****

                ********** ** *****

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

I am responding to the inquiry your office forwarded for *** ******.

Please assure *** ****** her STEPHEN KING LIBRARY account has been closed.  The account reflects a zero balance.

We regret that *** ****** experienced a delay in resolving her concerns.  Should *** ****** receive additional shipments while her account closure is in process, she may keep them with our compliments.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They misrepresented themselves: 1. claiming to take ****** - I've had nothing but issues having every single order paid through ****** 2. books being out of stock but no one mentioning it - my initial enrollment package, I ordered a book that was out of stock and it didn't even show on the invoice, and also my most recent order had a book out of stock that I was not informed of until I inquired about its status. Also, my enrollment package was also wrong. I was promised 4 books and a tote bag. I received 3 books and a tote bag. One of the books was not the one I had ordered. I had to send an email to get a return shipping label or return it at my cost. I was told one book they couldn't get. I substituted another. The 4th book, was out of stock, no one told me until I called to find out where it was, they said they were going to order more and they would send me one. I have never received it. Horrible customer service: 1. sent numerous emails regarding issues with my membership that were not answered in a timely manner; issues in the email were not addressed and apparently the emails are not logged onto my account 2. calling customer service they cannot see any information (see above) nor were responsive to any concerns I brought up. I felt they were rude and dismissive of my concerns and feelings.

Desired Settlement: I don't feel they have fulfilled their end of 'the contract' so I want to be released from the remaining purchase required on my end of 'the contract'.

Business Response:

December 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID # ********

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

CRAFTER’S CHOICE BOOK CLUB Account #**********

                ***** ** ***** **

                ********* ** *****

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

I am responding to the inquiry your office forwarded for *** *********.

Please assure *** ********* that we have adjusted her account balance to reflect the ****** payment she has made.  Also, this will confirm that we have cancelled *** *********’s membership.

As an accommodation, we would like to provide *** ********* with the 4th book she selected during enrollment at no charge.  *** ********* may call me directly at ###-###-#### to place her order.  If the book *** ********* originally selected is no longer available, she may choose another book.  Once the order has been processed, we will close *** *********’s CRAFTER’S CHOICE BOOK CLUB account.

We certainly regret that *** *********’s experience with her order and our Customer Service representatives was unsatisfactory; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

12/3/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined their book club called The Good Cook on August 11, 2014 and still have not received the books I ordered. I have called 2 or 3 times and get told to give it a couple of more weeks. I have also emailed numerous times saying how disappointed I am with the wait. It has been over 12 weeks. I tried today 3 times to get thru on the phone to them and no one would answer.

Desired Settlement: I want the items I ordered and I feel I deserve a free book for my experience.

Business Response:

November 5, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:        BBB Complaint ID ********

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

THE GOOD COOK BOOK CLUB Account # ********

**** * ***

            ********* ** *****

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

I am responding to the inquiry your office forwarded for **** ******.

We experienced a systems issue that affected our new member enrollments.  **** ****** will receive – if she has not already received - email correspondence from THE GOOD COOK BOOK CLUB regarding her enrollment.

If **** ****** still wishes to become a member, we ask that she please re-enroll through THE GOOD COOK BOOK CLUB website.  We hope that **** ****** will decide to join; we know she will enjoy the many benefits of Club membership!

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:   I was lead to believe for more than two months that my order would be sent. Even when I did talk to someone that was the answer I was given.  I do not feel that I should just re enroll and not be compensated for the misleading that the company put me through. I would like to join the book club The Good Cook, but I want the company to pay for the first set of books that I would get when I do join. That should have been the offer from them anyway. If I don't get compensated somehow,  remember I was lead on for over two months,  then they don't really care if I join or not. Just inviting me to join doesn't cut it. 


Regards,

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








11/28/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined Literary Guild Book Club online on July 12, 2014. I made payment for the introductory book package using my ****** account. Now, almost three months later I still have not received the intro book shipment. I've written numerous times requesting the books, and then I've written three times, the most recent being today, asking them to just cancel my membership and refund my ****** payment in the amount of $14.95. All of my correspondence took place online using their Customer Service links. I've had a couple of replies from them, none recently, saying they'd look into my account and get back to me and that hasn't ever happened. I just want my member ship to be canceled and have my $14.95 refunded.

Desired Settlement: I want my membership that never started to be canceled and want my refund of $14.95 applied to my ****** account.

Business Response:

October 21, 2014

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

I am responding to the inquiry your office forwarded for *** ******.

On review, our records show that *** ******’s enrollment order did not process due to a systems error on our end.  Accordingly, we did not process payment for this order via *** ******’s ****** account. 

We have cancelled *** ******’s membership in THE LITERARY GUILD.

We regret that Ms. Taylor encountered difficulty becoming a member of our Club. We trust this resolves *** ******'s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,
Brooke K.

Correspondence Specialist

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

11/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent this letter via email and mail to this company that has put on my credit report that I owe them. I have never even heard of this place before. Double Day Book Club Credit Agency is *** *** **** Please Help. Greetings: While recently reviewing my credit report, I noticed that your company has placed an erroneous and derogatory entry, claiming that I owe you $78.00. I have no account with you, nor have I ever been contacted by your company regarding this debt. The account number referenced above is all the information that I have concerning this alleged debt. Since you saw fit to place this item on my credit report, you obviously have all the information you need in order to investigate and correct your error. Under the Fair Debt Collections Practices Act (FDCPA), I have the right to request validation of the debt you say I owe you. I am requesting proof that I am indeed the party you are asking to pay this debt, and there is some contractual obligation which is binding on me to pay this debt. Please also be aware that a sworn affidavit from your compliance officer does not constitute a valid validation of this debt.

Desired Settlement: Taken off My credit Report

Business Response:

November 12, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID ********

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

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

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

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

I am responding to the inquiry your office forwarded for **** ***.

We have been unable to locate a DOUBLEDAY BOOK CLUB account for **** ***.

It would be helpful if **** *** could provide us with any previous names or addresses she may have used. We would also ask that **** *** please provide a copy of the section of her credit report that pertains to the Book Club account.

**** *** may send the information to me directly via fax at ###-###-####.  As soon as we receive additional information, we will take steps locate **** ***’s account and resolve her inquiry. 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received 2 orders from Mystery Guild the first one March 2014, $58.45 was charged to my credit card. I returned the books but have not received a refund. I called and was told that a credit was issued to my account whcih never happened. The second one was received in May 2014, $58.45 was charged to my credit card. I returned those books also and have never received that refund neither. I called again and sent numberous emails. The reply email always stated that a refund would be issed to my account within 7-14 business days but I have not received any refund at all. I replied the their last email and asked the status of my refund and asked them to cancel my account ans that I was contacting the BBB. My account is still active and still no refund. I was also told that I had a credit on my account but I ordered 2 books since then and my credit card was charged for them. If I had a credit I should not have been charged. One was $16.99 6/2014 and the other $16.49 7/2014. I want a refund not a credit.

Desired Settlement: Refund of $118.40 to my credit card plus the interest that they would have charged me if I had be late making a payment for that length of time. Mystery Guid has been using my money interest free.

Business Response:

November 11, 2014

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

I am responding to the inquiry your office forwarded for *** *********.

Please assure *** ********* that we are processing refunds in the amounts of $59.95 and $58.45, totaling $118.40, to her ****** account. 

We are also reversing the credits that were previously applied to *** *********’s MYSTERY BOOK CLUB account and closing the account with a zero balance.

We are unable to honor *** *********’s request for payment of interest.  We regret that *** ********* experienced difficulty obtaining her refund; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.


Sincerely,
Brooke K

Correspondence Specialist

11/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been dealing with this company for a while but this year they've caused me big problems with my bank. Twice they caused an overdraft in my account. The first time in the beginning of this year it took them almost 3 months to find the error which was on they're part, I was told they was going to refund my overdraft fee of $35, all I had to do was send them paper work showing they caused the overdraft and I did, they never refunded the fee. I closed the james patterson library club account and I got another bank card. About 2 months ago I went back to the club hoping they would do better, but I was wrong, they would send me double books which was o.k. because they sent me return labels but I didn't get credit for it. When I spoke to customer service they assured me no more books was coming until nov. by then funds would be in my account, but they lied. When I checked my account yesterday I was overdrawn by $12, I had $2 and change in my account, it was late when I checked so I was going this morning but by that time the overdraft fee had been added on. So this year they cost me $70 in overdraft fees, I want my money back. I could have put a hold on the account so no books would come out until I had the money in the bank but I didn't because of what they told me. Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I want my overdraft fees refunded which is $70, and I want to keep my JPL account but I want to be billed.

Business Response:

November 4, 2014

      *** *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        Dorothy Pittman

 JAMES PATTERSON LIBRARY Account # **********

              *** ******** **** ***

               ********* ** *****

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

I am responding to the inquiry your office forwarded forms *** *******.

Please assure *** ******* that we are processing a refund check in the amount of $70.00.

As requested, we are converting *** *******’s account to invoice/billing.  Accordingly, *** ******* will receive an invoice for each of her shipments and orders.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted both by phone and email this company.I was sent some books by this company by mistake even after responding to these books and declining them.This was back in April or May.They have gotten the books back.Yet my credit card was charged $36.89.They have not and will not refund this money.Next on my wife's credit card we ordered some books for our kids.They delivered them but charged my wife $12.99 for the free gift that was a cooler.I have talked to Brian a supervisor about this matter 3 different times.He admits it is the company's fault and assures me money will be returned on both credit cards.It has not.And it was not given as site credit like they claimed.This company is unprofessional and will not deal with the issues.Every email is responded to not in 2 -3 days like it says but 10-18 days later.And never directly with a answer to my questions.

Desired Settlement: I want the 2 credit cards refunded asap.And I want to end any and all business with this company.They are not following up on their end so I feel like I shouldn't have to finish buying the last 2 books.

Consumer Response: I was wondering when you decided to actually refund my money to both my checking account and my wife's credit card?This has been going on way to long of me asking for refunds that we're charged to us that should not have been.I have already made a complaint to the BBB about your company's lack of attention to this matter.In addition I have already emailed and called several times.I don't understand the problem you simply ask the accounting department to release the refunds.I have asked for this to be done for over 3 months now.And all you keep doing is answering me with the same generic email answer how it will be dealt with.Please for the last time refund our accounts asap.Thank you.

Business Response:

September 16, 2014

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

I am responding to the inquiry your office forwarded for *** *******.

Please assure *** ******* that we are processing refunds to the following credit cards in the following amounts:

**** card ending in ****: $12.99 for the cooler tote
**** card ending in ****: $37.46 for books

We regret that *** ******* experienced a delay in receiving his refunds; we trust this resolves his concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,
Kaitlynne G

Correspondence Specialist

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

Hi ******,  once again this company has failed to return money  to either credit card like they said they would. What can I do at this point? This company doesn't  take this serious. Thank you. *****


Regards,

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








Business Response:

November 5, 2014

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

I am responding to the follow-up inquiry your office forwarded for *** *******.

Please assure *** ******* that a credit in the amount of $37.46 is being refunded to his credit card ending in ****.  With regard to the additional refund of $12.99, we are refunding that amount to *** *******’s credit card ending in ****. 

We have canceled *** *******’s membership in CHILDREN’S BOOK OF THE MONTH CLUB.  The account is closed with a zero balance.  We are also waiving *** *******’s unfulfilled purchase commitment.

*** ******* may disregard any communications he receives from the Club.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Brooke K******
Correspondence Specialist

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contact by email the customer service department to have my account cancelled on SIX separate occasions. Each response I have received acknowledges my cancellation, however I continue to receive emails requiring my response to the monthly selection. I can still access my account, which indicates that my account has never been canceled. I am extremely frustrated that One Spirit Book club is unwilling to cancel my account.

Desired Settlement: I want my account cancelled, a letter stating that it is canceled and an apology for continuing to harass me with the monthly selection emails.

Business Response:

October 30, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ***** ******

 ONE SPIRIT BOOK CLUB Account # **********

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

              ********** ** *****

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

I am responding to the inquiry your office forwarded for *** ******.

This will confirm that *** ******’s ONE SPIRIT BOOK CLUB account has been canceled and is closed with a zero balance. This will also confirm that *** ******’s name, address and email address have been removed from our solicitations list.

We certainly regret any inconvenience *** ****** experienced as a result of the delay in closing her account.  We sincerely thank her for her membership and trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered 5 books to fulfill my commitment to a the Rhapsody Book Club. Three weeks later the order was still not taken from my ******* account (still says pending) and the order still says pending also. I sent three emails and never got a response back from them. I called twice on 9/4/14. The first woman i spoke to told me that my books would be shipped "Hopefully by Monday" and that that was the only information she could give me and she couldn't "see" anything else. I called again to speak to another customer service representative and she told me that 3 of my 5 books were to be shipped form the warehouse on Monday, 9/8/14 and that two books were out of stock (I was not told this at the time of my order) and would be shipped 'whenever' they came back in. She said she could not see when they would be getting additional books. I then had her cancel the two books that were out of stock and had her place an order for two in stock books, "The Prophet" and "Rule Breaker". She stated i would receive an email within 10 minutes confirming my cancellation and order. I have not received any such correspondence.

Desired Settlement: The business should tell customers if books are out of stock and their customer service representatives should known when out of stock books will be back in stock.

Business Response:

September 30, 2014

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

I am responding to the inquiry your office forwarded for **** *******.

We regret that **** ******* experienced difficulty obtaining information about the status of her orders from our Customer Service representatives.

On review, our records show that three of the items **** ******* ordered - Air Bound, The Hexed and Crave the Night – were shipped to her and paid via ****** ($41.97). We have tracked the shipment and confirmed that it was delivered to the USPS in **** ******, CT.

**** *******’s order for Ash and The White Magic Five & Dime was cancelled.  These selections have not been billed to **** *******’s ****** account.  **** *******’s orders for The Prophet and The Rule Breaker were also cancelled.

We trust this resolves **** *******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Kaitlynne G

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: 

I previoyusly made a complaint about the customer service at this company and got the following in response: September 30, 2014 *** *** ******* Better Business Bureau 1337 N. Front St. Harrisburg, PA 17102 Re: BBB Complaint ID ******** ****** ** ******* RHAPSODY BOOK CLUB Account # ********** * ********* *** ** ********* **** ******, CT ***** Dear *** *******: I am responding to the inquiry your office forwarded for **** *******. We regret that **** ******* experienced difficulty obtaining information about the status of her orders from our Customer Service representatives. On review, our records show that three of the items **** ******* ordered - Air Bound, The Hexed and Crave the Night – were shipped to her and paid via ****** ($41.97). We have tracked the shipment and confirmed that it was delivered to the USPS in **** ******, CT. **** *******’s order for Ash and The White Magic Five & Dime was cancelled. These selections have not been billed to **** *******’s ****** account. **** *******’s orders for The Prophet and The Rule Breaker were also cancelled. We trust this resolves **** *******’s concerns. You may contact me at ************ ext **** with any questions. You may also send an e-mail to book.executive.services@directbrands.com. Sincerely, Kaitlynne G******* Correspondence Specialist. Email: book.executive.services@directbrands.com I have since been mailed three books i did not order AND I also received The Prophet, which as you can see from above, was supposedly cancelled. I have checked no for all of the books that they try to auto ship so i should not have received the three that i did and I also should not have received The Prophet as it states above that the order was cancelled. Am I also now going to receive the other part of the cancelled order and the other order that was cancelled? I donot want anything more from this company at all.

Desired Settlement / Outcome


Desired Settlement:
Desired Outcome:
I do not want to be a member of this fraudulent book club any longer and i want to be able to return the books that they are trying to bill me for. I refuse to pay for things I did not ask for.


This is my third complaint about this company. After my first complaint i was contacted by a Kaitlynne G******* who left me one voice mail message. I have since tried to contact her at the phone number she provided me on that voice mail and the number, ************ goes to "Mercantile Adjustment Bureau" stating that they were calling due to collections. I entered the extension **** that she left on the voice mail and every single time that i called i received a busy signal. I then received a letter through the BBB from Ms. G******* who at the bottom has the same phone number but with a different extension, ****. That extension also was busy on every single occasion that i called. I have not had any closure from any of my claims from this company have have not been in contact with anyone from the company wither even though they keep sending me things that i did not order and things that they themselves, even in the letter through the BBB, said that were canceled even though Idid receive it in the mail weeks later...

Desired Settlement / Outcome
Desired Settlement:
Desired Outcome:
I need to be able to speak to someone at this company who can help me close my account, return unwanted merchandise, and end all ties with this company.

Regards,

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








Business Response:

October 31, 2014

      

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

       ****** ** *******

RHAPSODY BOOK CLUB Account # **********

              4 Ballahack Rd. #2 Extension

       East Haddam, CT 06423

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

I am responding to the follow-up inquiry your office forwarded for **** *******.

We have reviewed **** *******’s account history in detail.  Our records show the following details with regard to the selections shipped to **** *******:

Title

Price

Order Date / Ship Date

Status

Air Bound

$12.99

8/19/14 / 9/3/14

Paid

The Hexed

$12.99

8/19/14 / 9/3/14

Paid

Crave the Night

$15.99

8/19/14 / 9/3/14

Paid

Payment received: $41.97

Crave The Night

$16.99, plus shipping & processing

10/2/14 / 10/9/14

Not paid

Fast Track

$18.49, plus shipping & processing

10/2/14 / 10/9/14

Not paid

Love Letters

$18.49, plus shipping & processing

10/2/14 / 10/9/14

Not paid

No payment received: $62.94

Ash

Cancelled

The White Magic Five and Dime

Cancelled

Heroes Are My Weakness

$18.99, plus shipping & processing

10/21/14 / 10/23/14

Not paid

Harbor Island

$15.49, plus shipping & processing

10/21/14 / 10/23/14

Not paid

The Homecoming

$15.49, plus shipping & processing

10/21/14 / 10/23/14

Not paid

No payment received: $58.94

I have spoken with **** ******* and she indicated that she has not received the October 9, 2014 shipment. We have removed the balance of $62.94 from **** *******’s Club account for the October 9, 2014 shipment.  With regard to the October 23, 2014 shipment, **** ******* indicated that she received the shipment and returned it to us unopened.  We have removed the balance of $58.94 from **** *******’s Club account for the October 23, 2014 shipment.

We are also processing a refund to **** *******’s ****** account in the amount of $41.97 for the August 19, 2014 order.

 

Please assure **** ******* that her RHAPSODY BOOK CLUB account has been closed with a zero balance.

You may contact me at ************ ext **** with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered books through children's book of the month club in December 2013. I paid for the introductory packet and agreed to the terms and conditions. In June 2014, I realized I never received my welcome packet from this company. I spoke to customer service who apologized and said my order was never sent to the warehouse and that it would be sent out right away. 2 weeks later (July 2014) I received a charge from this company for double the cost of the welcome packet. I called customer service who apologized and said once again no one had sent my order to the warehouse. 3 weeks later (August 2014) I was once again charged double for the welcome packet. I called customer service and told them to cancel my account since they had never sent my welcome packet out and were in violation of the terms and conditions. I was told by management that my account was cancelled. In September 2014, my debit card was charged twice for double the amount of the welcome packet. Each time I called customer service and was told my account was cancelled. Today (10/13/2014) my debit card was charged $24.96 by children's book of the month club. This is a different amount and I don't know what the charge is for. I have advised cbomc numerous times they are not allowed to charge my debit card as the account is closed. This company keeps stealing money from me for products never delivered.

Desired Settlement: Proof account is closed as well as proof my debit card has been removed from file.,

Business Response:

October 28, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        *** ***** ********

 CHILDREN’S BOOK CLUB Account #**********

              * *** ***

                ************ ** *****

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

I am responding to the inquiry your office forwarded for *** ********.

This will confirm that *** ********’s CHILDREN’S BOOK CLUB account has been canceled.  We have processed 2 refunds to *** ********’s credit card ending in **** in the amounts of $23.98 and $2.20.

The other charges *** ******** saw on his credit card statement were pre-authorizations, not actual charges, in the amounts of $36.94, $36.94, and $37.94.  These pre-authorizations are placed on the card temporarily; our records show that they have expired.

We have closed *** ********’s Club account with a zero balance.  We have also removed *** ********’s credit card information from our records.  In addition, we have removed *** ********’s name, address and email address from our solicitation lists.

We regret that *** ********’s experience with the Club was unsatisfactory; we trust this resolves his concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was a member of Literary Guild and was not supposed to receive automatic shipments of books, only books that I ordered. I received a shipment of books I had not ordered and my credit card was charged $43.46 on July 3. I wrote Literary Guild and advised I had not ordered the books and they were returned and I wanted a credit. I cancelled any and all pending orders. I received another shipment and my credit card was charged $20 on July 12. I returned the books and again told them I wanted my account cancelled and charges credited to my account. I have since written to them several times and am no longer receiving any replies. I have only asked that the $43.46 and $20 be credited to my Bank of America card. They said in the beginning the account had been credited but it has not been credited to my account, the one they charged to. I have repeatedly told them they apparently made the credit to the wrong account but they insisted the account had been credited. They no longer respond to emails and I am frustrated trying to get my $63.46 returned. In my last email I asked that since it was apparent they weren't going to credit my credit card, they should send me a check. There has been no response to my email and I have not received a check. This is a shoddy way to do business.

Desired Settlement: I only want what I have asked for in the beginning. I want either a credit to my credit card in the amount charged ($63.46) and a check for that amount. They have my money and have had it for the past six weeks and I have nothing of theirs. The charges they made were not authorized and I am getting no response from them.

Business Response:

September 16, 2014

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

I am responding to the inquiry your office forwarded for *** *********

This will confirm that we are processing a refund of $63.46 to *** ********’s **** card.

We regret that *** ******** experienced a delay in receiving her refund; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,
Kaitlynne G*******

Correspondence Specialist

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

I received notice on September 17, 2014 that Literary Guild was processing a refund of $63.46 to my **** card.  As of 10/7/14, a $20 credit was processed but the remaining $43.46 has not been processed.
Thank you for your assistance.


Regards,

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








Business Response:

October 28, 2014

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

I am responding to the follow-up inquiry your office forwarded for *** ********.

This will confirm that a credit of $43.46 has been refunded to *** ********’s credit card ending in ****.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.

Sincerely,

Brooke K

Correspondence Specialist

11/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company set up an account for me without my consent, started sending me books which I returned to them, and continued billing me for returned items despite several phone communications and assurances from the company that I would no longer receive materials or communications from them. Today, I received a bill and account history statement that emcompasses the entire year and every book they have sent to me and I have returned. I again called and the reply was that they had not followed through in the last calls with stopping my acct. and zeroing out any balances. A manager was requested. I articulated my need to contact the the BBB and the attorney general's office. They assured me all balances were zeroed out. I again requested no further communication from this company. Order_Number: No orders placed - r Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to make sure this company is not allowed to set up accts in the future without consent or request from customers. This has wasted so many hours and effort over the past year to get this resolved as well as affected my credit. This is fraud and should be dealt with accordingly.

Business Response:

October 21, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID 10257925

        ****** *** ****

 THE GOOD COOK BOOK CLUB Account # ********** 

               *** ****** ***

                ******** ** *****

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

I am responding to the inquiry your office forwarded for *** ****.

On review, our records show that a GOOD COOK BOOK CLUB account was established in *** ****’s name on April 8, 2008.  The address provided on the account was *** ****** **** ******** ** *****.  Our records also show that there were multiple shipments sent to the ****** *** address in 2008 that were paid for using a credit card ending in ****.

Please assure *** **** that the Club account has now been canceled with a zero balance.  *** **** may receive up to 2 to 3 additional mailings from the Club, but she may disregard them as they were already scheduled to mail prior to her account closure.

We trust this resolves *** ****’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Approximately nine years ago I joined Crossings Book Club. I lived in ***** Indiana. After I met my purchase agreement I decided to cancel my membership due to financial reasons. I followed the procedure listed and wrote "Cancel" on the invoices that I was to mail back in to the company. However, that didn't work. My account wasn't canceled and I was mailed books I didn't order. It took time, but I paid for those books. Again, I canceled my order. This time I mailed back an invoice with "Cancel" written on it. I also mailed a letter cancelling my membership. I believe I also canceled online. But... again my cancellation request was ignored and I was sent a bunch of books. Returning the books was to be at my expense. That was a clear violation of the cancellation procedures listed. Even after all these years, I am being harassed by *** ************, a debt collection agency, for the money for books I didn't order and were sent AFTER I cancelled my membership to the club. A lawyer says I can contest this, but stated that filing a complaint with the Better Business Bureau to have this looked at should be my first step. If following THEIR steps to cancel my membership didn't work, then the liability for this debt is on them. I should not have to pay for a debt that I didn't create and tried more than once to avoid by not only following their procedures but also writing a letter requesting my membership be cancelled. I also think that the policies for cancelling membership need to be easier. Obviously, no one looked at "Cancel" on the invoices, or read the letter written. It's a scam to send books that weren't ordered and then force "Members" to pay for them, even if they declined the selections or cancelled the memberships entirely. Thank You.

Desired Settlement: I want them to take this debt off my credit. Technically, I requested that my membership be cancelled several times, and ended up having to pay for books I didn't order once. I don't feel it is right to have to pay again. It wasn't financially feasible for me, which is why I cancelled the membership. It also wasn't financially feasible for me to pay to return the books shipped. I won't request the money I paid back, but I would ask that the amount *** ************ keeps billing me for be dropped and my credit cleared of these charges.

Business Response:

October 22, 2014

      *** *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ********* ** ****

 *** **** ****** *****

 *********** ** *****

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

I am responding to the inquiry your office forwarded for **** ****.

We are unable to locate a CROSSINGS BOOK CLUB account for **** **** with the information provided.

It would be helpful if **** **** would please provide us with any previous addresses or names that she may have used. If the account appears on **** ****’s credit report, please ask her to fax a copy of that section of her credit report to me at ###-###-####.

As soon as we receive additional information, we will undertake further research regarding **** ****’s inquiry.   

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

11/1/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for 6 books on Aug. 1, 2014. As of Oct. 27, 2014, I have received 1 book from my order. I have repeatedly contacted customer service (the most recent reply I received was Oct. 10). The only answer I get is "The books are on their way to you." But almost 3 months later, the books have indeed not been on their way to me.

Desired Settlement: I want the immediate delivery of the rest of my order.

Business Response:

October 30, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        **** *********

 QUALITY PAPERBACK BOOK CLUB Account # **********

              *** ** ******* ****

                ***** ** *****

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

I am responding to the inquiry your office forwarded for **** *********.

We have reviewed Mrs. Kessinger’s account and order status, and it appears that the 5 remaining books in **** *********’s order are no longer available through the Club.

**** ********* may contact me directly at ###-###-#### and I will assist her in placing an order for 5 other titles to replace those that are out of stock.  In addition, as an accommodation, I will be happy to provide **** ********* with a free book of her choice.

We regret that **** ********* experienced a delay in receiving the books she selected.  I look forward to speaking with Mrs. Kessinger and assisting her in reordering the replacement selections and her complimentary book.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do want to add, however, that I don't feel I have any other option than to accept this resolution, which is not receiving my order; there's nothing else I can do - I am not happy with the business's practice of not notifying me after waiting for 3 months that the majority of my order "isn't available." Further, the books that I've been offered to purchase now as "replacements" are not at the same price as the books in my original order. Regards, **** *********

11/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I became a member of Doubleday Book Club in February of 2014. I have not made an order since my membership began. On July 25th, 2014 Doubleday took $43.42 out of my checking account. I emailed Doubleday (the only way you can contact them) as soon as I recognized this debit. I also was charged $46.42 on October 6, 2014 and $44.48 on October 7, 2014. I have emailed this company more than 20 times since July and have not received a call or email back. I tried removing my credit card information from their website but that is impossible as an error message occurs stating that a credit card needs to be on file the duration of my membership. I am on Social Security Disability and am having a hard time paying bills and keeping food in the house. I really need this money refunded and I do not know what to do. Please help. Your time is appreciated ******** *****

Desired Settlement: I would like all three of these charges refunded to my checking account.

Business Response:

October 14, 2014

      *** *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ******** *****

 DOUBLEDAY BOOK CLUB Account # **********  

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

                ********** ** *****

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

I am responding to the inquiry your office forwarded for *** *****.

When consumers enroll in our Club via our website, they are provided with our Club membership agreement.  *** ***** indicated affirmatively that she had read and agreed to our terms of membership.

One of the terms of membership is the Featured Selection process.  This was a clear and conspicuous disclosure in our membership agreement.  

Members receive an email about every 3-4 weeks (up to 20 times a year) that highlights our Featured Selection – a book or books recommended by our editorial staff. Each email contains a “reply by” date.  If a member does not wish to receive a Featured Selection, s/he must decline the shipment by the specified date.  If we do not receive a response by that date, we will automatically ship the selection.  Since we did not receive responses from *** *****, the Featured Selections were automatically shipped to her.

As a courtesy, we have converted *** *****’s membership to our Member’s Choice plan. *** ***** will continue to receive our Featured Selection announcement emails, but she no longer needs to respond unless she would like to place an order.  We will not ship anything to her automatically.

Our records show that we have already refunded $43.46 to *** *****’s credit/debit card.  We are sending *** ***** a pre-paid postage label so that she may return the selections she received.  Once we receive the return shipments, we will apply an additional credit of $44.46 to her card.

We trust this resolves *** *****’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because: I have not received the materials for the $44.46 charge, therefore I can not return anything. 


Regards,

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








Business Response:

October 21, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ******** *****

 DOUBLEDAY BOOK CLUB Account # **********

              **** ** ********* *****

                ***

               ********** ** *****

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

I am responding to the follow-up inquiry your office forwarded for *** *****.

This will confirm that we have processed a $44.46 refund to *** *****’s credit card ending in **** for the selection that was shipped to her but not received.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Twice I received from the Mystery Guild books that I never ordered. I sent both packages back but only received a refund for one of them. I have emailed repeatedly about the refund for the second package of books but they have refused to answer me (a month has gone by since I last heard from them). They indicated the last time they communicated with me that they would credit my account but I told them I want the amount taken off the credit card I'd used and they said they'd take care of that. Well nothing has happened. This has been going on since July of 2014. Order_Number: ******** Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund All I want them to do is credit the amount ($60.45) back to my credit card.

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have moved out of *****, Utah back in October 2009 to **** ******** and than to *** *******, California. I recently moved back to ***** , Utah September 6th , 2014. Yesterday, 10/20/14 I received a statement of account from a website I never heard of called quality paperback book club , www.qpb.com mentioning that I owe them a past due amount of $71.36 with an account history description, 09/26/2010 , amount $17.84 which was listed 4 times. I asked my mother who lives in this house if she ever received any letter or books from such company and she said no. I tried to dig dipper checked my email which I have had for almost 10 years ***********************, and it looked like I never signed up with this website book club . I called them today 10/21/2014 at 10:29 am mountain time after waiting for 15 minutes I was able to speak to a representative of this company name Ana . She had absolutely no information about how this account was set up but she said I signed up for it back in 2010 from the current address I live in ***** ********* ***** ***** ut ***** but I did not live here at that time. I told her I have no idea who and how this account was signed up and no books or letters were mailed to this address. she said I'm paying for my commitment to their book club and if I don't pay the amount it will go on collection. Why would I pay for something I never signed up for and never received anything for. She was rude and could not help me further so our conversation ended there. I tried filing an ICE Complaint report on www.ic3.gov their website is down and as soon as it comes back up there will be a police report available. Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Dispute the amount balance of $ 71.36 .This business has my information without my consent and billed me for something I never signed up for and I never received anything they offer to even know they exist or I exist in their book club until 10/20/14 when I received an amount due in the mail. I've attached a picture of my California License you can see the issue date on the second DL 05/24/2010 which shows I was not even present at the address

Business Response:

October 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ****** *******

 QUALITY PAPERBACK BOOK CLUB Account # **********

                ***** ********* *****

                 *****, UT *****

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

I am responding to the inquiry your office forwarded for *** *******.

On review, our records show that this QUALITY PAPERBACK BOOK CLUB membership account was established in *** *******’s name on September 23, 2008, via our website. The address we have on file is ***** ** ********* *****, *****, UT *****.

On September 24, 2008, we shipped an enrollment package to the address on file consisting of Love is a Mixtape and The Power of Now, and charged $9.74 to the account.  That amount was subsequently credited to the account.

The purchase commitment associated with this membership was to buy 4 books at regular Club price within 2 years of joining.  When the purchase commitment remained unfulfilled, on September 26, 2010 we added the cost of the 4 books, plus shipping and processing, to the account ($71.36). When we did not receive payment of the balance, we sent numerous letters to the ********* ***** address regarding the balance due.

Since the balance remained unpaid, we placed the account in collections.  The account is not currently in collections.

We have closed this account with a zero balance. *** ******* may receive additional correspondence from the Club, but she may disregard it as it was in process prior to our closing the account.

We hope that this resolves *** *******’s inquiry.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

10/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on August 1, 2014 and did not receive it for over a month. I contacted Crafters Choice Bookclub four times by email and twice on the phone, the latest contacts today by email and by phone. On all but the two occasions when I spoke to someone, I made calls that were on hold for 10 minutes. When I sent emails, it took four days for responses to arrive. I sent an email to corporate headquarters today informing them that I am filing a complaint with the BBB. I also spoke to someone today who told me that my order was caught in a systems change-over. He cancelled the old order (************ and placed a new order for the same two books (************). I inisisted that the order be billed at the same sale price of $26.98. I was told to expect delivery in two weeks.

Desired Settlement: I would like an upper level manager to be notified of how difficult it is to communicate with Customer Service, so that they can rectify this problem. I would also like an investigation into why the order placed in August became lost in the system.

10/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My account has been charged for books I have not received. I have also tried to cancel this account and remove my credit card information only to find that I cannot. There is no response through e-mail or by phone. Customers are put on hold forever with no one ever coming to the phone. I want out of this company.

Desired Settlement: I would like this account closed and my credit card no longer accessed by this company.

Business Response:

October 7, 2014

 

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ******* *******

  ***** Account # **********

              ** *** ****

              ******, LA *****

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

I am responding to the inquiry your office forwarded for *** *******.

This will confirm that we have removed *** *******’s credit card information from our records and that we have closed the ***** account.

We regret that *** ******* experienced difficulty with her ***** membership.  We trust this resolves *** *******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

10/20/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Okay. This company sent me two separate coupons, in January and February, that advertised that if you bought one book, you would get one book free. Both coupons were for this (BUY 1 GET 1 FREE). They were good for four books apiece (i.e., if you bought two books on one coupon, you would get two books free, for a total of four books per coupon). I first contacted the company at the beginning of March this year to ask about the availability of the latest Jim Butcher novel in the DRESDEN FILES series, because I wanted to get this book as one of my selections on one of the coupons. It took nearly two months before I finally got someone in Customer Service to confirm for me that the book they had listed on their business website was actually the correct book despite the fact that the picture loaded on the website was for a completely different book by a completely different author. Then, after that, the coupon code, which said it could be used online, would not work, and it took basically another month before someone in Customer Service told me that they would help process that order for that specific coupon, but that I would have to authorize the charge to my card in order for the order to be completed and placed. I did was I was told. This was the second week of May. By 24 May, when no books had yet arrived, I emailed them to ask where the four books (including the latest DRESED FILES novel) were at, and, since I had, meanwhile, filled out the second coupon by hand and mailed it in for four other books, I also asked them what the hold up was in processing that order. Eventually, 7 JULY, someone contacted me and told me to call her about this, but because my grandmother was in the hospital and my dad was undergoing chemotherapy and going back and forth to the hospital, I emailed back to explain I could not tie up the phone, told her I had saved every email, and could forward any details she needed about the order and that my bank clearly showed I had been charged $27.22 for the order, which my bank processed 12 May. Another month passed. Someone else in customer service contacted me and told me they had apparently lost the coupon I mailed in USPS and that I could resend the information on the order and they would honor the coupon, but I told them I didn't want to do this until I knew what was going on with the coupon for the online order I had been charged for and yet never gotten my books for, because I didn't trust them not to charge me for the second set of four books and then not send them, too, until I'd gotten the first set of four books I'd already paid for. ANOTHER MONTH PASSED WITH NO CONTACT FROM CUSTOMER SERVICE, DESPITE THE FACT THAT I SENT AT LEAST ONE EMAIL EVERY WEEK ASKING WHAT WAS GONIG ON. 3 September someone in Customer Service contacted me trying to claim that I had been charged for something I'd ordered LAST YEAR when I paid the $27.22 in May, despite the fact that I had the email from Customer Service on 8 May SPECIFICALLY telling me that if I went online and confirmed that charge that my order for four books using the coupon whose code wouldn't work online, despite being advertised as working online, would be completed (including the following books: Skin Game: A Novel Of The Dresden Files by Jim Butcher http://www.sfbc.com/skin-game-a-novel-of-the-dresden-files.html and Mentats Of Dune by Brian Herbert and Kevin J. Anderson http://www.sfbc.com/mentats-of-dune.html and Night Broken by Patricia Briggs http://www.sfbc.com/night-broken.html and also Midnight Crossroad by Charlaine Harris http://www.sfbc.com/midnight-crossroad.html). It's been over two weeks and Customer Service hasn't responded to my offer to FORWARD THEM THE EMAIL ABOUT THE ORDER IN QUESTION, ALONG WITH A COPY OF MY BANK STATEMENTS PROVING WHEN AND WHAT WAS PROCESSED AND CHARGED TO MY ACCOUNT BY THEM, BOTH LAST YEAR AND THIS YEAR. I am TIRED of this. These people have blamed lost mail, problems when a new website design, and just about everything else under the sun to try to justify the fact that they've essentially lost one order entirely and never finished processing the second order despite having already charged me for it. They went from saying the order for the first set of four books was processing to pending to apparently never placed at all, even though they darn well charged me for it in May. It's been SEVEN MONTHS NOW since I first contacted them about one of the books in this order, and in that time they have CONSISTENTLY failed to respond to emails in anything like a timely manner and have, in fact, completely ignored multiple emails from me about both orders. Frankly, I feel like I got ripped off and that these people are just ignoring me now.

Desired Settlement: I darn well want an apology, for one thing, and then I want the four books I paid for, I want these people to refund what they already charged me to make up for the seven month hassle, frankly, and then I want somebody to assure that they will honor the second order for the second coupon they oh-so-conveniently "lost in the mail" and not try to charge me for those four books and then refuse to send the books!

Business Response:

October 8, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:          BBB Complaint ID ********

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

                SCIENCE FICTION BOOK CLUB Account #*********

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

******** **  *****

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

I am responding to the inquiry you forwarded for *** *******.

This is to let you know that we have contacted *** ******* directly via phone regarding her inquiry. Per our conversation, we confirmed that we will be issuing a refund to *** ******* in the amount of $64.96 in the form of a check and reprocessing her order at no charge.

We believe *** *******’s concerns have been resolved to her satisfaction.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Special Services

Email:  book.executive.services@directbrands.com

10/20/2014 Problems with Product/Service | Complaint Details Unavailable
10/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have contacted BOMC2 on several occasions to cancel my account and the ensure that it has been paid in full. I spoke with a representative back in March after sending multiple emails and phone call attempts. The rep said that my account was cancelled and that my account was paid in full and the ignore the bill. I receive another bill dated October 3, 2014 indicating that I still owe them for a boo back in February of 2014. The book was paid for and they charged my card back in February. I have the invoice of the book from when it was sent to me and the invoice dated February 26, 2014 has a $0 balance. I have contacted them again on this matter. Ever since they updated their system back in August of 2013, their billing and service became terrible. I don't know what else to do to resolve this matter. I don't want to make an attempt to pay them (which I shouldn't have to since I do not own them anything) and they keep billing me. Product_Or_Service: A Deeper Love (bookk) Order_Number: ********* Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want me account cleared, showing that it's paid in full and that I don't owe them anything. I also want them to remove my contact information from their records.

Business Response:

October 15, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ******** *******

 BOMC2 Account # ********** 

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

                *********** ** *****

Dear Ms. Vaghari:

I am responding to the inquiry your office forwarded for *** *******.

This will confirm that *** *******’s BOMC2 account has been canceled and is closed with a zero balance.

*** *******’s name, address and email address have been removed from our solicitations lists.   

We trust this resolves *** *******’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to

book.executive.services@directbrands.com.

Sincerely,

Brooke K******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

10/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: New membership sign up on September 6th. I have not received my books. I sent two emails with no response. I tried to call and was on hold for 11 minutes before hanging up. I wish to terminate the agreement and a refund for products not received and poor customer service. Thank you.

Desired Settlement: Wish to terminate agreement and a refund for the books I have not received.

Business Response:

October 8, 2014

 

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        **** *** **********

  THE LITERARY GUILD BOOK CLUB Account #********

              *** ** *** ******

              *********** ** *****

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

I am responding to the inquiry your office forwarded for *** **********

On review, our records show that *** **********’s enrollment order is currently in process and cannot be cancelled at this time. We are sending *** ********** a pre-paid postage label so that she can return the shipment to us once she receives it.

Once we receive the return shipment we will refund all charges, cancel *** **********’s membership and close her Club account.

We regret that *** ********** did not wish to continue her LITERARY GUILD membership; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I find it satisfactory if I receive the shipment in a timely matter.  I will wait two more weeks before taking further action as it has already been more than a months time since i placed the order.

Regards,

**** **********
  

10/15/2014 Problems with Product/Service
10/11/2014 Problems with Product/Service | Complaint Details Unavailable
10/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 8/20/2014 for 4 books that was to include free shipping. I received written notification from the United States Postal Service that claims that postage has not been paid, and must be done in order to receive package.

Desired Settlement: I would like a refund of the $5.09 paid to the USPS for shipping that was supposed to be free.

Business Response:

September 30, 2014

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

I am responding to the inquiry your office forwarded for *** ****.

On review, our records confirm that *** ****’s order was processed with no added shipping charges.  Nevertheless, as an accommodation we are processing a credit in the amount of $5.09 to *** ****’s **********.

We trust this resolves *** ****’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,
Kaitlynne G

Correspondence Specialist

 

10/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on 7/12/14 order number ************. This order still shows as pending. I contacted 3 times via their contact form on their web site. I have yet to hear anything from them except we are experiencing a high volume of email requests. I want to cancel my order and membership. Nothing more.

Desired Settlement: I want any charges that have been billed to be refunded, no books are to be sent to me and membership canceled.

Business Response:

October 8, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re:  BBB Complaint ID ********

        ********* **** ********

  CRAFTER’S CHOICE BOOK CLUB Account #**********

              **** ****** ****** ***

              ******* ** *****

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

I am responding to the inquiry your office forwarded for Mrs. Kinstler

On review, our records show that **** ********’s enrollment order is currently in process and cannot be cancelled at this time. We are sending **** ******** a pre-paid postage label so that she can return the shipment to us once she receives it.

Once we receive the return shipment we will refund all charges, cancel **** ********’s membership and close her Club account.

We regret that **** ******** did not wish to continue her CRAFTER’S CHOICE BOOK CLUB membership; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

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

10/10/2014 Problems with Product/Service | Complaint Details Unavailable
10/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Quality Paperback Book Clubs keeps sending me unsolicited books. I 'Return them to Sender'. I have 'Returned them to Sender' for over 7 years now. I have contacted the company via phone, in writing and email demanding that the CEASE AND DESIST from sending me books. However, they continue to send me books without responding to my emails and written letters. After approximately 27 phone calls were placed to them between 2007 and 2014, all of which connected me with a customer service representative; the representative would cancel my account and take me off their mailing. Three months later, I would receive books.

Desired Settlement: I want Quality Paperback Book Club to do three things: 1. TAKE ME OFF ALL BOOK CLUB ACCOUNTS MAILING LISTS, INCLUDING QUALITY PAPERBACK BOOK CLUB. 2. STOP SENDING ME BOOKS. 3. CANCEL MY ACCOUNT. The company that owns Quality Paperback Book Club should take me of ALL OF THEIR Book Club Accounts. If I receive any books or emails from Quality Paperback Book Club after 30 days of this complaint, I will work with the US Postal Service to bar any mailing from them. If after 90 days of this complaint, this company and its parent corporation continue to send me books and emails, I will be force to sue them in Washington State Civil Court. I hope your organization can stop this pestilent company from sending books and emails. Thank you, ******* ** *******

Business Response:

August 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re: BBB Complaint ID ********

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

QUALITY PAPERBACK BOOK CLUB Account # **********

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

***** ******* ** **** 

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

I am responding to the inquiry your office forwarded for *** *******.

Please assure *** ******* that we have removed the balance of $179.84 from her account.  We have closed the QUALITY PAPERBACK BOOK CLUB account with a zero balance and removed *** *******’ name, address and email address from our solicitations list.

*** ******* may receive up to two mailings from the Club while the cancellation is in process, as we prepare our mailings in advance. *** ******* may disregard any notices she receives.

We regret that *** ******* experienced a delay in resolving her concerns. 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:  It has taken me several years to close this account and to CEASE the mailings of books.  Why should I accept this response as appropriate considering that historically, QPB has not at all fulfilled my demands to CEASE AND DESIST SENDING BOOKS?!

I truly am tired of 'RETURNING BOOKS TO SENDER'. I am tired of the time, energy and natural resources that this companies wastes on sending me books. I am tired of wasting my time, energy and resources on sending this books back. I receive books once, sometimes twice a month, thus return them once or twice a month. This is ABSURD!!!
What I want is NO BOOKS AT ALL.  I already have two packages (2 - 4 books) I need to return that were sent to me earlier this week.  The response that there will be even MORE BOOKS, is UNACCEPTABLE.


Regards,

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








Business Response:

September 9, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

      ******* ** *******

      QUALITY PAPERBACK BOOK CLUB Account #**********

      *** ********* **** **

      ***** ******* ** *****

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

I am responding to the follow-up inquiry your office forwarded for *** *******.

On review, we found that a shipment was in process while the cancellation of **** *******’ Club account was being finalized. Please assure **** ******* that we have removed the charge for this shipment from her account; she may keep the books with our compliments.

We regret that **** ******* experienced a delay in resolving her concerns.  QUALITY PAPERBACK BOOK CLUB account #********** is now closed with a zero balance.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com. 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:  On September 12th, I received ANOTHER PACKAGE of books from this company.

I want them to completely STOP sending me books. This is getting ridiculous.  I contacted the U.S. Post Office who told me that they cannot 'block' packages or mail from arriving at my residence. It is as if I am at the mercy of this company. Need I involve an attorney?


Regards,

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








Business Response:

September 24, 2014

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

We have confirmed that **** ******* QUALITY PAPERBACK BOOK CLUB account has been closed with a zero balance. 

**** ******* may disregard any communications she receives from the Club. 

We apologize to **** ******* for the time it has taken to resolve her concerns.


Sincerely,
Kaitlynne G

10/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have signed up with this company and fulfilled my obligations however they are holding my bank account hostage while order says still processing. It has been over a month. Several email have been sent to this company with no response and no action. There is not a customer service number to get a live person to speak with everything is handled through the emails, which clearly do not get responded to. I want my money back, and my service cancelled without any reprecussions since it is clear I fulfilled my obligations, and they have yet to do so or provide the products or service they said they would.

Desired Settlement: I want my money back and no collection notices, nothing on my credit or any of the other games this company has tried in the past. Clean break or I will file a law suit.

Business Response:

September 17, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********  

 ****** *****

 ****** ******* (Account Holder)

 CHILDREN’S BOOK OF THE MONTH CLUB Account # **********

 *** **** **** **** **

 ************** ** **** 

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

I am responding to the inquiry your office forwarded for *** ***** regarding ****** *******’s CHILDREN’S BOOK OF THE MONTH CLUB account.

Upon review, our records show that on July 8, 2014, we sent a letter, via mail, advising *** ******* that the book she ordered, Peek Inside the Zoo, was on back order.  We offered *** ******* the option of cancelling the order as we were unsure when we would receive it in stock.  We subsequently cancelled the order when stock was not received.

Please assure *** ***** and *** ******* that we have not applied any charges to the credit/debit card on file for this order.  We only apply a charge to a card when we process an order for shipment.

Since *** ***** is not an authorized account holder, we are unable to close this account without *** *******’s confirmation.  *** ******* may contact me via phone or email (per the contact information below) to authorize cancellation. 

We regret that *** ***** and *** ******* were unable to obtain information regarding this order through our Customer Service department and that they experienced a delay in resolving their concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]-

 Complaint: ********

I am rejecting this response because:
I am the account holder of the account to which my name is attached to and my card is being used with my name on it. I have no idea who *** ******* is, but she sure isn't the account holder with my name attached to it. You will cancel my orders, and you will not charge my card, I am the one who set the account up, and filled out all the information. ** ******* does not exist. Fix the problem or the next step is a lawyer.

My contact number is ###-###-####

Regards,

****** *****






-

Business Response:

September 23, 2014

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

I am responding to the follow-up inquiry you forwarded for *** *****.

We have spoken to *** ***** via phone regarding her concerns. We have closed *** *****’s CHILDREN’S BOOK OF THE MONTH CLUB account, cancelled her order, and marked the account as “purchase commitment complete.”

Per *** *****’s request, we sent a separate letter to her directly confirming the above.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.  



Sincerely,
Kaitlynne G

Correspondence Specialist

10/5/2014 Problems with Product/Service | Complaint Details Unavailable
10/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a member of the company's BOMC2 online website club. I have been having billing problems (i.e. orders were not processed, then unauthorized orders were processed, and unauthorized payments via ****** were made -processed through my bank, resulting in the account bouncing, and resulting overdraft fees). In attempting to resolve these problems through email, what started as a concern about an order not being processed, things became worse. That one unprocessed order, when customer service attempted to resolve it, resulted in a separate, unauthorized order with an unauthorized form of payment (i.e. the website used 2 forms of payment for 2 separate charges, rather than only the new, updated form of payment -i.e. the card on file, for the one authorized order). Emails from the company's customer service note a delay in responding to all problems, since "we have recently experienced an increase in the volume of incoming emails." When they did finally send an actual response to my emails (i.e. not a form email), they apologized for "system glitches." Therefore I suspect the website is having system glitches for multiple customers, resulting in many unauthorized charges for many customers. And due to being overwhelmed with the customer's emails as a result of these system glitches, they are inadequately responding to customer's concerns about financial irregularities (i.e. unauthorized charges, unauthorized or incorrect payment forms). Note that due to said "system glitches," my online account is not even showing the charges made to me (i.e. there is no written record in my account of the unauthorized order, the payment made, the shipping of the item, nothing). It shows the one authorized order (made in April, not processed until late June (2 month processing delay delay due to system glitches, as per customer service emails). There is no note online of the 2nd processed order (the one that was not authorized, and completed with an unauthorized payment form, ******, since my payment form has been updated to use a different form of payment, a card on file). The only proof I have of all of these problems is the bank statements showing the unauthorized ****** charge, the resulting overdraft fees applied to my bank account (since the ****** account is directly tied to my bank account), and the physical statement that came with the book (invoice #********) obviously giving the book title and the note that ****** was charged for the book. So when I call customer service to address the problems, they can't find anything in their system reflecting the unauthorized order. The BBB should note that clearly the company is having computer glitches that are causing many unauthorized charges to many customers, and that the said glitches have not yet been fixed (since my online account information does not contain accurate order/charges information) and that their customer service department is too overwhelmed with these problems to address them with customers adequately. Customers have no protection from the unauthorized charges, and can't fix them with the help of an overwhelmed customer service dept.

Desired Settlement: I'd like to have an adequate, real response explaining what "system glitches" are taking place, an apology for the unauthorized charge/order (I am assuming the result of said website glitches) and for the company to cover the overdraft fees that I received due to their unauthorized charge. I can't delete my bank card as a form of payment, to protect it until the "system glitches" are fixed (the website requires a form of payment online for the account at all times). I need some kind of assurance that the website won't make additional financial mistakes that will have additional, negative financial implications for me due to system glitches... we cannot afford additional unauthorized charges resulting in overdraft fees (or which could cause other payments, like our rent payment, to be rejected for lack of adequate funds). The individual charges are only $9.95, but if you don't have that in the bank, your bank penalizes you with overdraft charges (which obviously, if you don't even have $9.95 in your account, you cannot afford). I don't want to simply cancel my whole account (to protect against any more unauthorized charges) because then I have no proof I even had an account with the company where the errors took place. But I'd like to be reimbursed for the financial repercussions of the unauthorized order and incorrectly used payment form. Note that due to said "system glitches," my online account is not even showing the charges made to me (i.e. there is no written record in my account of the unauthorized order, the payment made, the shipping of the item, nothing). It shows the one authorized order (made in April, not processed until late June (2 month processing delay delay due to system glitches, as per customer service emails). There is no note online of the 2nd processed order (the one that was not authorized, and completed with an unauthorized payment form, ******, since my payment form has been updated to use a different form of payment, a card on file). The only proof I have of all of these problems is the bank statements showing the unauthorized ****** charge, the resulting overdraft fees applied to my bank account (since the ****** account is directly tied to my bank account), and the physical statement that came with the book (invoice #********) obviously giving the book title and the note that ****** was charged for the book. So when I call customer service to address the problems, they can't find anything in their system reflecting the unauthorized order. The BBB should note that clearly the company is having computer glitches that are causing many unauthorized charges to many customers, and that the said glitches have not yet been fixed (since my online account information does not contain accurate order/charges information) and that their customer service department is too overwhelmed with these problems to address them with customers adequately. Customers have no protection from the unauthorized charges, and can't fix them with the help of an overwhelmed customer service dept.

Business Response:

July 22, 2014

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

I am responding to the inquiry your office forwarded for **** *****.

Please be advised that we have contacted **** ***** directly via phone in an effort to resolve this matter.

On review, our records show that the change from ****** to credit/debit card which **** ***** had requested did not process.  We have now updated **** *****’s account to the credit/debit card payment option.

With regard to the overdraft charges **** ***** has incurred, she is in the process of providing us with more legible documentation for our review.  We will send you a follow-up response when that portion of **** *****’s inquiry has been resolved.

We also discussed the terms of BOMC2 membership with **** *****, specifically the monthly subscription fee of $9.95. We have removed the subscription fee for the month of June from **** *****’s BOMC2 account.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to
book.executive.services@directbrands.com.


Sincerely,
Kaitlynne G

Correspondence Specialist.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:  

I have been in communication with Kaitlynne, at BOMC2 several times via phone, where she has requested that supporting financial documents be faxed to her.  We have now tried twice to fax these documents, and have been told that the fax is not going through clearly enough to be read. We have tried faxing the documents to my husband's company, and the faxes come through clearly. So we are unsure why they are not clear for BOMC2. I requested an email address where we could send the requested documents (more efficient, an attachment that is clear) and was told that the company did not accept emails and that fax was the only method of sending the requested documents.  The second time we faxed the documents, we did not receive a call back to report the "unclear fax" until a week after it was sent. Our concern is that the company is delaying the process to have the BB complaint closed due to deadline dates.  Now that the company has filed a formal response to my complaint, Kaitlynne provided an email address in the response.  I have therefore sent an email to that address (book.executive.services@directbrands.com) with the requested financial documents. This way there are no problems with an unclear fax.  We are hopeful that we can therefore get a reaponse is not other than "please keep sending the requested documents via fax, even though the fax is not clear" that adequately resolves this conflict.

Please note that it is extremely difficult to have adequate communications regarding this matter, since the parent company of BOMC2 is not displayed anywhere on the BOMC2 website, no contact information for customer service is provided (for BOMC2 or Direct Brand) on the website, etc.  Others with concerns with BOMC2 are facing this same difficulty (i.e. cannot contact the company in any way other than through a website "contact us" form, cannot easily identify the parent company if one wants to file a BBB complaint - especially to be able to identify to correct BBB location).


Regards,

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








Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am sending an update that, after submitted the requested documents via email and the BBB website, we re-sent the requested financial documents via fax, per the business's request that the documents ONLY be submitted via fax.  The attached document is a copy of the faxed documents, which were sent to Kaitlynne at the fax number provided (716-929-8204).  Please note that the documents are clear, there is no highlighting on the documents that could obscure the requested information.  The relevant information has been bolded to make sure that the relevant information is easy to locate and read.


Regards,

Kristin Dieng








Business Response:

September 23, 2014

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

I am responding to the follow-up inquiry your office forwarded for **** *****.

This is to let you know that on September 22, 2014, we sent a refund check in the amount of $36.00 to *** *****, via ******* *******.  The tracking number for the package is ************.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.


Sincerely,
Kaitlynne G

Correspondence Specialist

10/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 3 books on 6-16-2013. I received 2 books. Notified them of failure to receive the 3rd book. Never received the book. After several calls they sent me an email on Nov. 12, 2013 stating they were implementing changes that were delaying their response to my inquiries but they were working diligently to provide me a response as quickly as possible. Dec. 17 2013 when I called they stated the book was no longer available. I then asked for a refund and they stated I would get a refund in 4-6 weeks. When I still had not received a check I called again April 1, 2014 and was told they would expedite my check. It is now July 9, 2014. Still no check.

Business Response:

July 15, 2014

 

 

 

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

 

Re: BBB Complaint ID ********

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

CROSSINGS BOOK CLUB Account #*********

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

               ******* ** *****

 

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

 

I am responding to the inquiry your office forwarded for **. *****.

 

Upon review, it appears that we did not charge **. ***** for More Glimpses of Heaven. 

 

We would have applied a charge of $17.78 to the credit/debit card when we processed the order for shipment.  Since we did not process this order for shipment, it appears that we never applied a charge to **. *****’s credit/debit card. 

 

If **. ***** saw a charge on her statement, it was a pre-authorization charge that is applied to ensure the card will accept the actual charge.  Please ask **. ***** to check with her bank or credit card provider to see if the charge has been removed.  If not, please ask **. ***** to contact me directly at the phone number below.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

Business Response: See attached document.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

9/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On July 7th, QPBC debited my debit card $50.58. I had not placed an order or authorized a payment in this amount to them. I went online to check my account details and indeed there were no orders placed after March of this year. I called customer service the week of 7/21/14 and spoke with a representative who said that the charges were for an order that had shipped to me. I told the representative that I had neither placed an order nor received a shipment and I wanted the funds refunded to my account. He told me that i would be getting a refund in 5 business days. The following week, when the funds had still not posted to my account, i called customer service again to ascertain the status of my refund. At this time, the representative told me that the amount of $50.58 had been applied to my account as a credit, and that i had an existing account credit of over $55. Since i was unable to view this credit balance or even use it online, I asked that the entire amount be refunded to my debit card immediately. I expressed displeasure that the original debit of $50.58 had not already been refunded as promised, and requested that i receive the funds that had been taken out of my account immediately. I was informed that the funds should appear in my account in 3 business days. During the week of 8/4/14, I called customer service a third time, since i still had not received my refund. This time, the customer service representative i spoke to told me that refunds generally take 7-10 business days to process and that i needed to allow additional time for the refund to post to my account. I told the representative at that time that if my funds did not post in the next two weeks that i would be seeking satisfaction via the Better Business Bureau, since the funds were debited from my account without authorization and have been out of my use for over a month. It is now the 29th of August and I still have not received my refund.

Desired Settlement: I would like my entire credit balance refunded to my debit card ($50.58 plus the additional credit amount) as soon as possible.

Business Response:

September 17, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re: BBB Complaint ID ********  

 ****** ******

 QUALITY PAPERBACK BOOK CLUB Account # **********  

  ***** **** **** **** **

  ******** ** *****

Dear *** *******: 

I am responding to the inquiry your office forwarded for *** ******.

Please let *** ****** know that we will be processing a refund of $50.58 to her credit card.  In addition, we will process a refund check in the amount of $55.07, which represents the outstanding credit balance on *** ******’s Club account.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com. 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

9/28/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband placed an order for a book for a Christmas present, along with a free calendar. Six months later order still shows processing. No good way to find their number on website. I then placed the exact order in June of this year. Still no book or calendar. Order still says processing. I finally managed to find a number and the girl on the phone did not show an order. After giving her the order numbers she then saw them but couldn't tell me what the problem was. I talked to another person a few days later. Was told the order was processed but didn't transfer over to the shipping department. She assured me she would fix the problem and get the books out to us. The year is almost up now, so the calendars aren't going to be very useful. I do collect them, however, but I also USE them. We still have no orders. Nobody has contacted us not even once to discuss our orders. Surely the accounting side sees outstanding orders. I'm VERY angry at the poor way they are handling this. As if it doesn't matter since it's only two orders. I just want the stupid books!

Desired Settlement: There are too many desired settlements to choose from....An apology, an email, a letter, a phone call, free order.......all these seem to be acceptable. No matter what, thought, I WANT THE BOOKS WE ORDERED. Even if they have to hand pack the books themselves from corporate and lick the stamps personally.....

Business Response:

September 10, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102 

Re: BBB Complaint ID ********

       ********* *********

       STEPHEN KING LIBRARY BOOK CLUB Account# **********  

       **** ********** **

       ********* ** *****

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

I am responding to the inquiry your office forwarded for **** *********.

I attempted to reach Ms. Hightower to discuss her concern, but was unable to reach her.

Please ask *** ********* to contact me at ###-###-#### at her convenience to discuss the orders she and her husband placed. 

We regret that **. & *** ********* have experienced delays in receiving their shipment.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

I spoke with Kaitlynne, and she is very nice.  However, her initial reason for the orders not being shipped was our cards were declined.  I told her that was not the case, because at the time the money was in the accounts.  That was almost a YEAR ago.  One of the three previous people I talked to at their office informed me that the reason the orders were not shipped was that the computer system failed to send the orders over to their shipping department after our accounts were set up.  Kaitlynne checked her computer notes and saw where there were notes to this affect.  She apologized and said she was wrong, that that was correct.  When they informed me of the computer error last month I was told that the orders were definitely going to be shipped and that I would get this year's calendar and next year's calendar since it was so late in the year.  Kaitlynne informed me that they didn't ship order this time because the cards were declined.  I didn't even think about it when I was on the phone with them because I was so aggravated, but we changed banks six months ago so we have different cards now.  Nobody bothered to call or contact us at all when the payments were declined to fix the problem.  I think that is poor customer service.  Kaitlynne assured me she would get our orders placed and sent out.  She is the fourth person I have dealt with there, but she assured me that she will take care of it.  I was going to be charged a higher price than the intro price, though, so after mentioning it to her she said she would change the price.  I asked if I was still getting both year's calendars as promised previously.  She said that the 2014 calendars are all gone now.  So much for this year in my collection.  I know it's no big deal to anyone else because it's just a calendar, but it's the whole thing that makes me mad.  I should have had the calendar in January.  I don't understand how their system can show an order is made and not realize it didn't shift over to the shipping department.  Makes you wonder how many orders the company missed out on.  And it's so frustrating finding a phone number on their website that most people probably just didn't bother to pursue the orders as long as their cards weren't charged.  I have been assured I will get my order this time, along with a phone call or email when it ships.  I gave my new account information.  I feel like I should have been given one of the books free or the initial order free after all this.  Ten months to get a book and calendar......  Hopefully it comes!  I'm not trying to upset anyone, but I've never experienced anything like this.  And sending a complaint to the BBB was the only way to get anyone to call me back......

Regards,

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








Business Response:

September 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 Re: BBB Complaint ID ********

       ********* *********

       STEPHEN KING LIBRARY Account# **********

       **** ********** **.

       ********* ** *****

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

 I am responding to the follow-up inquiry your office forwarded for **** *********.

 

I have re-processed **** *********’s order for *** ******** – at no charge - as we discussed during our recent phone conversation.

Please ask *** ********* to contact me directly if she wishes to place another order – at no charge – to replace the additional subscription shipment she did not receive.

 We have updated **** *********’s STEPHEN KING LIBRARY account and billing information to ensure proper handling of future shipments.

 You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

9/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been billed for books I did not order. I refused to accept the shipment and the mail carrier took it unopened. This was in JUNE. I have been receiving Book Club Selection notices. Maybe I missed this one. I was in a Medical facility in MAY and the first of JUNE. I know the refusal to take possession of the shipment may have messed up their system. I have tried to write to them. E-mail them. Call them for five days, staying on the phone up to an Hour. The amount they are charging me in this first notice I have received,with penalty is $52.46, and the penalty is still growing. My Account number is *********.Good Luck trying to talk to someone. If the books were lost or stolen, I would like to know that too. I DO NOT HAVE THE BOOKS, "How Jesus Became GOD/The Bible...Thank You for your assistance. If I must pay for these books, I can only afford a little each month. ****** **** Sept. 9, 2014

Desired Settlement: Just clear my account.

Business Response:

September 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

       ****** ** ****

       HISTORY BOOK CLUB Account #**********

       **** ******* ***

       ********** ** *****

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

I am responding to the inquiry your office forwarded for *** ****.

Please assure *** **** that we have removed charges totaling $52.46 from her HISTORY BOOK CLUB account. Ms. Rice’s Club account currently reflects a zero balance.

We regret that *** **** experienced a delay in receiving her account credit; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com. 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

9/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 4 books from this company and finally received 3 of them but not the fourth one. I have sent them 3 emails and received no response. I want to know where the book is and if it hasn't shipped I want to cancel my order. I also want my membership cancelled but they have no options to do so and no phone number listed.

Desired Settlement: If it hasn't shipped I want to cancel. An email confirmation my account is cancelled also

Business Response:

September 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re: BBB Complaint ID ********

       ******* ********

       CHILDREN’S BOOK OF THE MONTH CLUB Account #**********

       *** ***** **** **** **

       *********** ** *****

Dear *** *******: 

I am responding to the inquiry your office forwarded for *** ********.

The item *** ******** ordered via our website on August 27, 2014, Maleficent, is currently on back order. As requested, we have cancelled *** ********’s order. 

We have also cancelled *** ********’s CHILDREN’S BOOK OF THE MONTH CLUB account.  The account has been closed with a zero balance.

We trust this resolves *** ********’s concerns.

 You may contact me with any questions at ###-###-####, or at book.executive.services@directbrands.com 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

9/27/2014 Problems with Product/Service | Complaint Details Unavailable
9/27/2014 Problems with Product/Service | Complaint Details Unavailable
9/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Literary guild paid me back for a book charged that was not ordered but refuse to pay for 2 insufficient bank charges Afew years ago I had an acct. with the literary guild. I received 5 books for 99 cents or something to that effect; and had to order more books within the next two years. I fulfilled my obligation. On or around 3/18/2014 I was charged for a book not ordered. Apparently they had kept my card number. Unfortunately I am disabled and money is tight; i was charged an insufficient charge from my bank for $19.00. I faxed a copy of both charges and talked to mgrs. named ******* and ********. The charge disappeared from my acct. only to return a week later; I received another insuf. chg. this time for $29.00. I faxed this copy of the info on 4/3/2014. According to the fax numbers they were received. At this point my bank suggested I change to a new card; as she said clubs such as this one are notorious for keeping card numbers and charging books, etc. The original $44.46 was put back into my account. They keep telling me there was no order; something I'm well aware of. When I faxed the amount charged, the insufficient charges were also listed- 19.00 plus $29.00=$48.00. I have talked to ******** several times and she refuses to admit they received the fax-unaware that the first rep I talked to told me they did. They called me again today 5/27/2014 wanting to go through another round of faxing and I refused. I have the fax copy saying it was received. How would they know how much they charged me for the book if not by my faxes? According to them, "no record of book ordered." I wish they had not even called back today-of course they wanted my account number-I suppose they found out I changed it. No way will they get my card number again. I think this should be illegal because even if had the money in the bank to pay for the book, I didn't order. I feel like they just called today to get my new bank acct. number to rip me off again. The phone number is ###-###-####. I refuse to send another copy of my bank statement to them. I white-outted(sp) and blacked out with magic marker so it was impossible for them to get my acct. number before; I feel like they want another shot. I hope you can do something for me as that $48.00 would go a long way in paying for my medication, etc.

Desired Settlement: I only want what the bank charged me and they have a copy of: $48.00

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

I have already filed a complaint and was told my insufficient charges of $48.00 would be returned. complaint # ********. Have called and called and they will not honor promise they gave to you.

Desired Settlement / Outcome
Desired Settlement:
Desired Outcome:
I got charged for books not ordered; they admitted fault and promised bank charges would be returned. I have copies of faxed bank info and since this happened in March 2014 I feel like c it's time to honor their promise.

Regards,

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

?








Business Response:

September 16, 2014

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

I am responding to the follow-up inquiry your office forwarded for *** **********.

This is to let you know that we are researching *** **********’s $48.00 refund and will get back to you shortly with a resolution.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,


Business Response: September 23, 2014

Dear **. *******:

I am responding to the follow-up inquiry your office forwarded for **. **********.

This is to let you know that on September 22, 2014, we sent a refund check in the amount of $48.00 to **. **********, via ******* *******.  The tracking number for the package is ************.
 
You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com

Sincerely,


Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau

After months of calls, and two complaints to you, I finally received a check. Thank you BBB!

Regards,

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

9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: An ordered placed with the company has not been fulfilled for 45 days. I have attempted to contact the company on numerous occasions and have only had one reply that stated something to the affect that they were having problems with their computer system. That is their excuse for everything.

Desired Settlement: I want my order delivered in full and in a timely manner. The 45 days I have had to wait clearly exceeds their promise to fulfill the order within 10-15 business days.

Business Response:

September 17, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

Re: BBB Complaint ID ********  

***** ******

CRAFTER’S CHOICE BOOK CLUB Account #**********  

*** ** ******* ***.

******* ****** ** ***** 

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

I am responding to the inquiry your office forwarded for **** ******.

On review, our records show that **** ******’s recent order was shipped in part. We have tracking information for the shipment and would be happy to provide the tracking number to **** ******.

Two of the selections in **** ******’s order, Two Hour Cross-Stitch: Flowers and I Love Cross Stitch: Friendship & Loving Thoughts/I Love Cross Stitch: Words of Wisdom are no longer available through the Club.  We have cancelled **** ******’s order for these items.  Please assure **** ****** that she has not been charged for these selections as they were never processed for shipment.

We regret that **** ****** experienced a delay in resolving this matter; we trust this has addressed her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me on one contingency. I am requesting that Crafter's Choice releases me from any binding agreement with their company.  Typically these book clubs have a minimum purchase requirement that one has to fulfill. I would like that obligation waived as I want nothing further to do with their company. Their lack of selection and lack of communication with customers, negligence to update information on their user account's page on their website is inexcusable. 
Regards,

***** ******

9/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company (rhapsody Book CLub) has been making withdraws from my bank account for weeks now. I have been dealing with their supervisor by the name of Kayleigh who promised me on several occasions that my card information had been removed from their data and that there was no way i would be able to be charged again, however, i have been charged TWO more times since my information was allegedly removed STILL! Their company has no idea where the charges are coming from as my items were paid for previously and the amounts do not make any sense. I have been waiting over one week for a refund of the original fraudulent charge and since then have incurred two additional charges, it has gotten so bad that i need to check my bank account every day and now need to go and just close the account altogether. Rhapsody has no answers. Product_Or_Service: books Account_Number: ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am dealing with RHapsody to have my funds returned to me, however, their business needs to be examined. SOmeone in their company is taking random amounts of money out of my bank account that do not even correspond to items i have ordered. ALso, charges that show as pending will then later disappear from my account altogher, even though my balance never shows that money as returned. something fraudulent is going on in the company and they need

Business Response:

September 17, 2014 

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102 

Re: BBB Complaint ID ********

      ****** ** *****

      RHAPSODY BOOK CLUB Account #********** / DOUBLEDAY BOOK CLUB Account #**********

      ** *** ***

      ********* ** ***** 

Dear *** *******: 

I am responding to the inquiry your office forwarded for *** *****.  Please note that we contacted *** ***** directly via phone and discussed her accounts, as summarized below.

1.       RHAPSODY BOOK CLUB Account

The authorization charges that appeared on *** *****’s credit card on file pertained to an order for 3 items *** ***** placed, via our website, on August 13, 2014. *** *****’s intention was to order 3 selections that met the requirements to complete her purchase commitment.  *** ***** contacted our Customer Service department via phone to confirm that the order had processed properly. The representative to whom *** ***** spoke informed *** ***** that the price of items in the order did not meet the commitment requirements. Replacement selections were ordered by *** *****, via phone, in two separate orders. 

The charges to *** *****’s credit card were pre-authorization charges for the original order ($46.97) and the adjusted original order ($31.98). Pre-authorization charges of $19.98 and $37.46 were associated with the reorder placed via phone.  All pre-authorizations have expired and should no longer appear on *** *****’s card statement.  The only actual charge to *** *****’s credit card was $19.23 for Dark Lycan, which was shipped as part of the reorder. The remaining selections in the reorder have been cancelled.

As a courtesy, we have marked this account as “commitment complete.”  *** ***** has no further purchase obligation associated with this account.

2.       DOUBLEDAY BOOK CLUB Account

 

We attempted to cancel *** *****’s order for Wizard for Hire ($14.99) and Wizard at Large ($14.99); however, Wizard for Hire had already been processed for shipment. We advised *** ***** to simply refuse the item if she does not wish to keep it; we will remove the charge from her credit card if she decides to return the selection.

We have deleted *** *****’s credit card information from her accounts and our systems. We have cancelled both accounts, as *** ***** requested.  *** ***** may disregard any further mailings she receives as they were in process prior to the cancellation of her accounts.

We believe *** *****’s concerns have been resolved to her satisfaction.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, i would just like to make it clear, that there were NUMEROUS pre-authorizations and $19.99 was not the only amount i was ACTUALLY charged as their letter states.  This mess went on over weeks, with each employee of Rhapsody telling me different things, when all i attempted to do in the first place was cancel one order and place another order correctly.  I dealt with their customer service representatives for a month and no one there could understand all of the pre-authorizations (at least four, all in different amounts!) and i was sent TWO copies of dark lycan and charged for each. 

However, i was contacted directly by the company who promised me that my card information has been deleted and that the notes under my account were very confusing and as such, they were sorry and would fulfull my commitment to both Rhapsody and Double Day Book CLubs.  I have been assured that i will be charged no further amounts and that i will not receive feature selections to reply to any longer either.  This is an acceptable resolution to me at this time as i got to the point that i just wanted it to stop and be done with these "clubs"!!!!  I do feel EXTREMELY STRONGLY that this business needs to improve their buisness practices A HUNDRED FOLD, as even before this entire mess came about, i would have issues with them nearly every purchase i made wherein i thought i paid for the item only to find out that my payment "expired" and so they had to take the payment again at a later date when i thought they had received my payment weeks earlier.  It is unacceptable that customers attempt to pay them at a time when they have the money and the company does not immediately collect payment but lets it "expire" and then charges their customers a balance that will then be confusing to the customer or cause problems with the customer's bank account when RHapsody book club takes their payment at some random, later date!!!

This company is also EXTREMELY difficult to reach by PHONE and once you finally do get through ALL The HOLDING! five out of six of their customer service representatives are rude and will literally say that they do not have any answers to your questions and expect this to be satisfactory.   I cannot see how this company will continue on succesfully at this rate until they begin conducting proper, honest, good business. 

Thank you for your helping me to reach a satisfactory resolution as this was literally a nightmare.  !

Regards,

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

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AFTER MONTHS OF BILLING DISPUTES ABOUT A PAYMENT I SENT VIA ****** AND THEY DIDN'T "CAPTURE IT" IN THE APPOINTED TIME FRAME, I SENT IN MY CANCELLATION NOTICE TO CUSTOMER SERVICE VIA EMAIL IN January OF 2014 ALONG WITH A FINAL BILLING AMOUNT.After cancelling the account they continued to send me books I did not want or order.On 6-26-14 I sent a final payment of 33.45 which included the late charges that were to have been removed and thought the matter was closed.I continued to receive books. After the first unwanted shipment I called customer service and made sure my account was cancelled. I then received another shipment.I considered this matter closed but have received a bill for $87.92. Again I notified customer service via reply to the original email pointing out their error.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WANT THIS BILL TO BE CHANGED TO A ZERO BALANCE AND ANY CREDIT REPORTING CANCELLED AND OR REMOVED FROM MY CREDIT ACCOUNT.IF THEY WANT THE BOOKS BACK THEY SHOULD SEND A POSTAGE PAID BOX FOR THEM.I WANT NO FURTHER CONTACT WITH THIS COMPANY.

Business Response:

September 16, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

       ****** *****

       SCIENCE FICTION BOOK CLUB Account# **********

       **** ********* ****

       *** ****** ******* *****

Dear *** *******: 

I am responding to the inquiry your office forwarded for *** *****.

We have reviewed *** *****’s account and note that we do not have any record of receiving her requests to cancel.  Please assure *** ***** that her SCIENCE FICTION BOOK CLUB account has now been cancelled.

Since the account was open and active in our system, our records show that we shipped two Featured Selections to *** ***** when we did not receive responses from her declining the shipments [Like a Mighty Army/The Emperor’s Blades (March 14, 2014: $42.46); The Martian/Stolen Crown (August 4, 2014: $39.46)]. When we did not receive payment for these shipments, *** *****’s account reflected an unpaid balance of $81.92.  We added two late charges, at $3.00 each, to the account on February 19, 2014 and July 10, 2014, bringing the total balance to $87.92.

With regard to other late charges applied to *** *****’s account, our records indicate that we applied three late charges, at $3.00 each, on November 26, 2013, December 12, 2013 and December 27, 2013.  Those late charges, totaling $9.00, were removed from the account on December 10, 2013 ($3.00) and January 20, 2014 ($6.00). 

Our records show that on June 27, 2014, we received a check from *** ***** in the amount of $33.45 to pay for the order that we were unable to process via PayPal.

As noted above, we have cancelled *** *****’s Club account.  After removing the balance of $87.92, *** *****’s account has been closed with a zero balance.  *** ***** may disregard any notices she may receive from the Club while her account cancellation is in process.

Please assure *** ***** that her account was not placed in collections and was not been reported to the credit bureaus.  In addition, we have removed *** *****’s name, address and email address from our solicitation lists.

*** ***** may keep the books she received.

We regret that *** ***** experienced difficulty with her Club account; we trust this resolves her concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
However I did cancel my account twice by email and once by phone.

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

Jun 21
to customer.servi.
Please note my previous e-mail in which I cancelled my account on Jan 18th 2014.  You kept sending books after this date.  I will not pay for them as I considered them gifts and donated them.
I will pay you for the books I rec'd prior to that date in the amount of $33.45. This is my last payment and I consider this matter closed.
****** ***** June 21st 2014
payment of 33.46$ sent electronically June 26, 2014
On Mon, Jan 20, 2014 at 12:51 PM, customer.service@sfbc.com <customer.service@sfbc.com> wrote:
Dear ******,

Thanks for getting in touch with us!

There is currently a balance due on your account of $14.96.

If you have any more questions or concerns, please don't hesitate to
contact us again!


Sincerely,
Zachery R*****
Customer Service



Original Message Follows:
------------------------
Name: ******
 E-mail: ***********************
 Order Number:
 Telephone: 6033197127
 Topic: Account Balance

 Comment: aCCT#********* I CALLED LAST YEAR AND WAS TOLD EVERYTHING WAS
TAKEN CARE OF. YOU GUYS SCREWED UP AND DIDN'T TAKE THE ****** PAYMENT IN
TIME. I WAS TOLD IT WOULD BE TAKEN CARE OF AND THE $9.00 LATE FEE'S
REMOVED. THE BILL WAS PAID JULY 10-13. NOW YOU ARE BILLING ME FOR A
PAYMENT YOU TOOK IN DEC 6-13. FOR $18.49 AS FAR AS I'M CONCERERNED I OWE
YOU NOTHING AND CONSIDER THIS MY CANCELLATION OF THIS ACCOUNT
Thank you,
Science Fiction Book Club (http://www.sfbc.com)
Science Fiction Book Club (http://www.sfbc.com)
 ______________________________________________________________________

 

Regards,

****** *****

9/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not order from the good cook. They sent me books years ago and I paid for them once. I wrote them and told them to stop. They continued to send me books despite my request. I contacted the post office in *******, VA and told them to send them back I would not accept. This was in 2010. We then moved to *****, VA. About a year ago they books started coming again. I wrote them, filled a complaint on their website. I talked to the postmaster in ***** to see if they could just send them back and they have sent some back before delivery but their are others that continue to come to my home every couple of weeks. I have attempted to call them multiple times and have been on hold for up to two hours and their is no answer. They sent me a bill on the books that I returned. I never open the package, I just always return them. They will not leave me alone. My account # is *********.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to never contact me or send me another book again. The so called bill they sent me is not valid. The post office has proof of the books that have been sent back. Each package has an notice to return to sender and do not resend.

Business Response:

September 2, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102 

Re: BBB Complaint ID ********  

 **** ** ********* ********

 THE GOOD COOK BOOK CLUB Account #0*********  

*** ******** ****** ***  

*****, VA **** 

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

I am responding to the inquiry your office forwarded for **** ********. 

Please assure **** ******** that we have removed the balance of $169.88 from her Club account and closed the account with a zero balance.

We have also removed **** ********’s name, address and email address from our solicitation lists.  **** ******** may disregard any further mailings she may receive from Club.

We trust this resolves **** ********’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com. 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

9/13/2014 Problems with Product/Service | Complaint Details Unavailable
9/13/2014 Problems with Product/Service | Complaint Details Unavailable
9/8/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am complaining because the Book Club failed to show terms of agreement in a written form that was notable and understandable. Charge my ****** account $46.46, after I sent an e-mail to them stating that I did not want a monthly publication!

Desired Settlement: I want my ****** account credited.

Business Response:

August 28, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

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

ONE SPIRIT BOOK CLUB Account #********

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

************* ** ***** 

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

I am responding to the inquiry your office forwarded for *** ********.

On review, our records show that *** ******** enrolled in ONE SPIRIT BOOK CLUB online on May 18, 2014. 

When consumers enroll in our Club via our website, they are provided with our Club membership agreement.   *** ******** indicated affirmatively that she had read and agreed to our terms of membership.

We have changed *** ********’s Club account from the automatic shipment plan to our Member’s Choice plan. *** ******** will continue to receive notification via email of our monthly Featured Selections, but she will no longer be required to respond (by accepting or declining the selections). *** ******** may receive up to two more emails indicating that she is required to respond to her Featured Selection.  These notifications were already in process; *** ******** does not need to respond. 

We understand that *** ******** has requested a pre-paid return label to facilitate the return of the shipment she received.  We have sent the return label via separate mailing.  In the meantime, we have processed a refund of $46.46 to *** ********’s ****** account. 

We trust this resolves *** ********’s concerns. 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

 

9/8/2014 Problems with Product/Service | Complaint Details Unavailable
9/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for One Spirit Book Club on July 15th. I gave my credit card info and was charged $13.46. I received an email on the 20th that my books had shipped with an estimated delivery date of the 26th. I never received my books on the 26th and was told by two customer service reps that they would be here by the following Monday. I was upset because I had no way to track my purchase except to use a site called packagetracker.com which is not any type of reputable shipper that I have ever heard of and was told that One Spirit ships through USPS. I contacted USPS on the 28th to find my missing package and was informed that they do not have my package. So I contacted One Spirit member services again and was told by another agent that they use a third party courier service and that that service had lost my package. The service rep placed a replacement order for me at no additional cost on the 28th, because their courier had lost my original order that I had already been charged for on the 15th. She stated that it would take 24 hours to process my order and that it would be delivered in 7 to ten business days from the day I placed the order. I checked the status of my order online on the 30th and saw that it was still pending so I contacted customer service again. They told me that my package had shipped. I never received an email with tracking information and my account showed that the order was still pending. So I contacted them again today the 1st of August, 20 days after I placed my original order and 20 days since they charged my credit card. I wanted to know what the status was of my package and was again given the run around. I asked to speak to a Supervisor and a man named Brian came on the line. I explained the situation to him and told him that at this point I want my shipping refunded. I told him that I know they use a third party courier service and that is who lost my original package. He lied to me and told me that they do not use a third party courier service and that it is company policy not to refund shipping and that I just wanted free books and that is not going to happen. I was extremely upset at this point and said some choice words to him and asked to speak to his supervisor and was told that someone would call me back in 24 to 48 hours. I was not satisfied with that so I called back. Another Supervisor told me that they would credit my one spirit account the shipping. At that point I asked to speak to a manager to file an official complaint against Brian for lying to me, basically calling me a liar and a thief. A manager got on the phone and promised to review the recordings and the notes and stated that he would get back to me by the end of the business day. After waiting all day long for a call back my husband told me just to cancel the account and we ordered the books from Amazon. I called customer service again today and was placed on the phone with yet another supervisor, Ms. Jackson. . I again explained the situation from beginning to end. I told her was even more upset by the fact that the manager never called me back as promised and she asked who it was. I said I did not know but it was a man. She said "why does it have to be a man? are you saying that because I am a woman a man must be over me?" Way to start a conversation off on the right foot with an already aggravated customer. What I wanted to do was to vent my frustrations about the way that the company has mishandled my situation, ask why after all the thousands of bad reviews on the internet for several years the company does not listen to people and make improvements to their practices and the way they treat their customers, and most specifically I wanted to know when I should expect my bank account to be credited the amount that the company owes me. I got a gamut of excuses for why they treat people the way that they do, a bunch of non genuine "I am sorry you feel that way" 's, and almost an hour of condescending twisting of words and arguing semantics. Finally I asked who I could contact directly to ask about my refund. She refused to give me the name of the company and gave me an address that I can write a letter to regarding my refund. I did inform her I was recording the phone call and that I do have a degree in the law and that I would be contacting every person on the complaint website who One Spirit has ripped off to file a class action lawsuit if I do not get my money refunded in a reasonable amount of time. Bottom line, I want a refund and I want it yesterday.

Desired Settlement: I do not want to wait 20 days for a refund. I want them to push the button on their computer and refund my money NOW.

Business Response:

August 27, 2014

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

I am responding to the inquiry your office forwarded for *** *****.

We reached out to *** ***** directly and informed her that her order had been shipped.  We offered *** ***** the option of keeping the books free of charge. We have refunded $13.46 to *** *****’s credit/debit card for this enrollment order.

We have closed *** *****’s ONE SPIRIT BOOK CLUB account with a zero balance.

We regret that *** ***** experienced difficulty while attempting to track the shipment of her enrollment order.  We trust this resolves *** *****’s concerns.

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

Sincerely,
Kaitlynne G

Correspondence Specialist

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Stephen King Library sends a book every month. Their policy is to send a different book every time except for books that I identified at sign up as books I already have. If they send a book that is not wanted they are supposed to credit my account for the book and the postage to send it back. In April 2014 I received a book ("IT") that I had already received. I sent it back to them and waited longer than the 6-8 weeks that they claim it will take them to receive and process it. I received no credit. Then I received the same book again in July 2014. I sent them an email on July 13 explaining the situation. They say to allow 2-3 business days for them to respond. I still have not received credit or a reply. When I called the number (twice) shown on the invoice for returns I am on hold for more than 45 minutes before I give up. I will probably end up unsubscribing to this but that requires me to sent them a ground mail request to do so which they say will take up to 30 days to process. Since they cannot meet any other self-imposed time limit how can I be sure that my request to unsubscribe will even be honored? I would like to continue receiving books but it is becoming apparent to me that this is a company that cannot stand by their contract or provide basic customer service.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want credit for the book/postage that I sent back. I would also like to be unsubscribed from their "Service".

Business Response:

July 29, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

       **** ****** ****

       STEPHEN KING LIBRARY Account # ********

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

 

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

 

I am responding to the inquiry your office forwarded for *** ****.

 

Please assure *** **** that we have removed the charges for both copies of IT from his STEPHEN KING LIBRARY account. *** **** may keep the second book he received, with our compliments.

 

We have unsubscribed *** **** from STEPHEN KING LIBRARY; his account reflects a zero balance.

 

We thank *** **** for his past patronage and regret that he experienced difficulty resolving this matter through our Customer Service department. 

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

8/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is dunning me for four books: 1/31/14 "Flea Market Chic"; 12/19/13 "Do It Yourself: DIY Ideas"; 12/19/13 "CL The Little Book of Big Decorating"; 12/19/13 "Vintage Tablecloth Quilts". I have emailed proof of payment, payment made via ****** and I have mailed hardcopies of said proof and still they are trying to collect.

Desired Settlement: Please have them stop dunning me! I have received the stated books and furthermore, they were paid for, by ******, at the time of the order.

Business Response:

July 15, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

**** ******               

THE GOOD COOK BOOK CLUB Account #*********

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

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

 

Dear Ms. Vaghari:

 

I am responding to the inquiry your office forwarded for *** ******.

 

Upon review, our records show that the following payments *** ****** attempted to make via ****** expired: $29.14 on December 12, 2013 and $7.38 January 29, 2014.  Since the payments expired, we were unable to apply the funds to *** ******’s orders. 

 

On July 10, 2014, I contacted *** ****** via phone regarding her inquiry.  *** ****** indicated that she will get back to me once she determines if the funds have been returned to her ****** account.

 

I will update this response once *** ******’s inquiry is resolved.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

Kaitlynne G*******

Correspondence Specialist

Email: book.executive.services@directbrands.com

8/9/2014 Problems with Product/Service | Complaint Details Unavailable
8/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Doubleday Book Club clai** to have allegedly mailed me a book in 2008 that I did not order or receive. They have sent me to a collection agency called *** ************ for a total of $104.

Desired Settlement: I want this charge removed off my credit report.

Business Response:

July 22, 2014

 

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

       ******** ****              

       DOUBLEDAY BOOK CLUB Account #*******

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

 

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

 

I am responding to the inquiry your office forwarded for **. ****.

 

Upon review, our records indicate that **. **** opened a DOUBLEDAY BOOK CLUB account on March 19, 2008. On March 20, 2008, we shipped the enrollment package to the ** ******** *** address and charged $14.69 to the credit/debit card provided. 

 

The purchase commitment associated with this membership was to buy 4 books at regular Club price within 1 year of enrollment.

 

On August 13, 2008, we shipped a Featured Selection to the ** ******** *** address and charged $39.96 to the account.  When we did not receive payment, we added 3 late charges at $3.00 each, in accordance with our delinquent payment policies, bringing the balance to $48.96.  We sent numerous letters to the ** ******** *** address regarding the unpaid balance.

 

When the purchase commitment was not fulfilled within the specified time period, we added a charge of $55.62 to the account. This amount represents the cost of the 3 books remaining in the purchase commitment, plus shipping and processing charges.

 

When the debt of $104.58 remained unpaid, we sent the account to collections.  We subsequently sold the account to *** ************.

 

Though we are not the creditor of record, as an accommodation we have contacted *** on **. ****’ behalf.  *** assures us that they have closed the file and taken steps to remove any adverse information from **. ****’ credit report.  **. **** may contact *** directly at:

 

***** ***

*** ********* *********
******** ** *****
###-###-####

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

8/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Doubleday Book Club. Within a few months they began auto-shipping books to me that I did not order and charging them to my debit card. I have sent several messages to customer service stating that I did not authorize these charges and I returned all books that were auto-shipped. They have done this multiple times so I ordered the remaining books required by purchase commitment so that my commitment was fulfilled. I then sent a request to cancel my account and stated that I do not authorize any further transaction. They never responded to my request nor did they answer their phones. Their website is showing I still have 2 more to buy despite my receipts and evidence that I have met their agreement with purchases that I actually did make. They not only did not cancel my account or respond to my multiple emails, they charged my account again for books that I did not order, and did so after I clearly wrote that I do not authorize any further transaction. I still have not been refunded for the books I sent back to them that were auto shipped. I am now working with my bank to get the money back (which totals over $170.00) and to make sure they cannot debit my account again. I do not know how they can justify doing this but it is obviously a scam meant to target people who do not regularly check their bank accounts and keep records. I will also state that after the first time they did this I wrote to customer service via their website email that I do not authorize any transaction where books are auto shipped to me. I was very clear on this. Also charges for auto-shipped books do NOT show up in your order history or accounts page on their website. Why are they hiding this?

Desired Settlement: I would like this company investigated for its business practices. I am a young woman who is thorough in my banking and budgeting however I fear for older people who sign up for such companies and are easily taken advantage of and do not regularly maintain their accounts. Charges for auto-shipped books do not appear on your account page on www.doubledaybookblub.com and unless you look at your bank statements you do not even know that you were charged.

Business Response:

July 23, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

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

DOUBLEDAY BOOK CLUB Account #********

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

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

 

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

 

I am responding to the inquiry your office forwarded for **. ******.

 

Please assure **. ****** that on June 28, 2014, we applied a credit of $132.38 to her credit/debit card ending in **** for the Featured Selection shipments she returned.

 

When **. ****** enrolled in the Club, she selected the credit/debit card payment method which authorizes us to apply all shipments and charges, including Featured Selections, to the card she placed on file. 

 

**. ******’s account was established as an “online” account.  Members who select this type of account receive an email each month announcing our Featured Selection.  Each email contains a “reply-by” date.  If we do not receive a response by the specific date indicating that the member does not wish to receive the Featured Selection, we send it automatically.  Since we have no record of receiving responses from **. ******, we shipped certain Featured Selections to her automatically.

 

We adjusted **. ******’s Book Club account to show that her purchase commitment of four books has been completed.  The account is now closed with a zero balance.

 

We regret that **. ****** experienced a delay in obtaining her refund and closing her account; we trust this resolves her concerns.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

8/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: A while back I signed a member agreement with this company and agree to purchase a book for each year. I done bought a lot of books from them and they still want me to purchase more books, I sent them a letter to cancel my memberships because I don't want no more books from them and they keep harassing me sending me a bill and try to collect a pay with a late pay included and threatened me that they will forward the bill to the collection agency that could hurt my credit. They are persuasive of trying to collect the bill, I want them to stop harassing me collecting something I don't want. As a consumer I have the right to decline for a services that I don't need.

Desired Settlement: I don't want to hear from them not even a letter or advertisement.

Business Response:

July 22, 2014


**. *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

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

CRAFTER’S CHOICE BOOK CLUB Account #********

**** *** ***

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

 

Dear **. *******:

 

I am responding to the inquiry your office forwarded for ***. ******.

 

On review, our records show that ***. ****** enrolled in CRAFTER’S CHOICE BOOK CLUB on October 12, 2008.

 

The purchase commitment associated with this account was to buy 2 books at regular Club price within 2 years of joining.  Our records show that ***. ****** made only one qualifying purchase towards her membership commitment during that time period.

 

On March 27, 2013, we added $22.29 to ***. ******’ Club account.  This amount represents the cost of the book remaining in ***. ******’ purchase commitment. When we did not receive payment, we added three late charges, at $3.00 each, to ***. ******’ account in accordance with our delinquent payment policies (on April 23, 2013, May 21, 2013 and June 18, 2013).

 

As a courtesy, we have removed all charges from ***. ******’ Club account.  This account is now closed with a zero balance. 

 

We have also removed ***. ******’ name and address from our solicitation lists.  ***. ****** may disregard any communications she receives from the Club.

 

We trust this resolves her concerns.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

8/2/2014 Problems with Product/Service | Complaint Details Unavailable
7/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Over billing for books payed for and or returned see letter to customer service attached To Customer ServiceThis letter is in response to your latest totally incorrect bill I have been in contact with you via phone and letter sending you all of the information needed to clear this up but you continue to ignore my data and continue to bill me Over the last years I have purchased a great number of books without a problem. You redo your web site and everything goes to hell I have created a flow chart showing my last four orders with information about what occurred surrounding them Please review the data to see what happened If you need information re the payment you do not show that was made I will be glad to supply information from my bank since all payments were made through on line banking and show that they were received on your endlThe last order before proble** started is********************* ********$26.53Complete Mistress (Large Print)by James Patterson$21.99 Ordered: 1Shipped: 1$21.99 Betty Crockerby Betty Crocker Editors$12.99 Ordered: 1Shipped: 1$12.99 I received this order and paid for itNext I attempted to place an order on your new web site and could not get anything to take I sent a note asking how do I enter an order and noted that one of the ite** I wanted to order was the book GONE Instead of contacting me back and informing me how to do an order customer service entered a order for the book GONE in large print This would have been okay if there was not a two for one order going on and this order caused me to miss out on getting a free book I called n and the order was cancelled and was not to be shipped The representative told me that they had to cancel the order for they could not add to the order Once te order was canceled the correct order could go in All sounded good at this point ********************* ********$28.15Canceled Gone (Large Print)by James Patterson$21.99 Order

Desired Settlement: DesiredSettlementID: Other (requires explanation) Incorrect billing corrected

Business Response:

July 15, 2014

 *** *** *******

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

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

DOUBLEDAY LARGE PRINT BOOK CLUB Account #*********

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

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

 

Dear **. *******:

 

I am responding to the inquiry your office forwarded for **. ********.

 

On July 10, 2014, we removed the charge of $28.16 from **. ********’s DOUBLEDAY LARGE PRINT BOOK CLUB account for Gone by James Patterson. **. ********’s account now reflects a zero balance.

 

We regret **. ******** experienced a delay in obtaining this account credit; we trust this resolves her concerns.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

7/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last year, I purchased a book from "The History Book Club" in the amount of $17.79. I paid for the purchase via a "One Time Payment Product" through ******. In the next month, I was billed again for the same amount, indicating that The History Book Club never received the payment from ******. I called and talked to a representative who stated that they had some issues with ****** but expected this to be resolved. The next month, I received another bill and called again. The representative said it would be taken care of. I then received yet another bill and called again with the same results. On March 12. 2014 I wrote a letter to The History Book Club with sufficient details so they could research and take care of this billing issue. I also cancelled my account with The History Book Club due to the frustration dealing with them. In June, I received another bill dated 6/13/14 for the same amount. It is as though they never read my letter or payed any attention to my repeated calls to their customer service people. FYI - My Account No.: *********

Desired Settlement: Zero out my account balance of $17.49

Business Response:

July 22, 2014

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

Better Business Bureau

1337 N. Front St.

Harrisburg, PA 17102

 

Re: BBB Complaint ID ********

****** ***

HISTORY BOOK CLUB Account #*********

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

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

 

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

 

I am responding to the inquiry your office forwarded for *** ***.

 

Our records indicate that *** *** attempted to make three payments using ******.  The August 20, 2013 and December 21, 2013 payments of $29.80 and $17.79, respectively, expired before we were able to apply those payments to *** ***’s account.

 

A payment expires through ****** if the vendor is unable to access funds within ******’s 30-day authorization period. ****** should have returned $29.80 and $17.79 either to *** ***’s ****** account or to the financial institution connected to his ****** account.

 

We were able to process *** ***’s December 18, 2013 payment of $24.00 via ******.

 

As a courtesy, we have removed the balance due on *** ***’s Club account.  We have also removed the late charges that we applied to the unpaid balance.  *** ***’s account currently reflects a zero balance.

 

We trust this resolves *** ***’s concerns.

 

You may contact me at ###-###-#### with any questions. You may also send an e-mail to book.executive.services@directbrands.com.

 

Sincerely,

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

Correspondence Specialist

Email: book.executive.services@directbrands.com

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like to point out however that in the many calls to their Customer Service people, each time I was told that the balance would be removed and it never was until I took action with the BBB. I was a loyal customer for many years but I will never order a book from these people again.

Regards,

****** ***