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Business ProfileforHunt A Killer
Entertainment
Additional business information
Additional Info:
BBB files indicate that this business has a pattern of complaints concerning:
* Poor Customer Service (Consumers allege the inability to reach the business to get resolution to issues; Consumers also allege that in the instances where they were able to get a hold of the business, they were provided vague or no response)
* Billing/Collection Issues (Consumers allege that Gift cards require the recipient to enter their credit card information to redeem the gift which results in the card being automatically charged for renewals or cause them to pay twice)
* Refund Issues (Consumers allege when requesting a refund for a canceled subscription; were not refunded)
* Delivery Issues (Consumers allege that after making a purchase with the business there was a delay in receiving their tracking information and orders)
On April 21, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
Hunt-a-Killer provided a response detailing the actions they plan to take to address the underlying causes of the complaints. Their response is summarized below:
* Monitoring of Customer Service Call Center and Responses to Correspondence: The business asserts that the customer service is undergoing some immediate changes. Hunt-a-Killer has advised started a new training program (along with continual training); giving Team Leads a better idea on the issues needing to be addressed. Hunt-a-Killer has advised that the hiring of new employees for the Quality Assurance department has begun.
* Monitoring Subscriptions and auto-renewing: The business asserts that various departments are working together to combine the new changes done by the IT department (in September) making their system more user friendly. They have also advised they are working towards making the auto-renewing, subscription and cancelation polices, more visible "providing a better product and overall experience for consumers".
BBB will continue to monitor the nature of complaints submitted about this business
* Poor Customer Service (Consumers allege the inability to reach the business to get resolution to issues; Consumers also allege that in the instances where they were able to get a hold of the business, they were provided vague or no response)
* Billing/Collection Issues (Consumers allege that Gift cards require the recipient to enter their credit card information to redeem the gift which results in the card being automatically charged for renewals or cause them to pay twice)
* Refund Issues (Consumers allege when requesting a refund for a canceled subscription; were not refunded)
* Delivery Issues (Consumers allege that after making a purchase with the business there was a delay in receiving their tracking information and orders)
On April 21, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
Hunt-a-Killer provided a response detailing the actions they plan to take to address the underlying causes of the complaints. Their response is summarized below:
* Monitoring of Customer Service Call Center and Responses to Correspondence: The business asserts that the customer service is undergoing some immediate changes. Hunt-a-Killer has advised started a new training program (along with continual training); giving Team Leads a better idea on the issues needing to be addressed. Hunt-a-Killer has advised that the hiring of new employees for the Quality Assurance department has begun.
* Monitoring Subscriptions and auto-renewing: The business asserts that various departments are working together to combine the new changes done by the IT department (in September) making their system more user friendly. They have also advised they are working towards making the auto-renewing, subscription and cancelation polices, more visible "providing a better product and overall experience for consumers".
BBB will continue to monitor the nature of complaints submitted about this business
At-a-glance
Related Categories
Overview
This is a membership based subscription service that provides product delivery (monthly box of mysteries and clues), access to a Facebook Group to play the mystery game, and live, in person, meetup groups for mystery and crime solving interests.
Products & Services
Business Details
- Location of This Business
- 921 E Fort Ave, Baltimore, MD 21230-5134
- BBB File Opened:
- 2/2/2018
- Years in Business:
- 8
- Business Started:
- 2/22/2016
- Business Incorporated:
- 2/15/2019
- Type of Entity:
- Limited Liability Company (LLC)
- Alternate Business Name
- Gnomish Hat, Inc.
- Business Management
- Mr. Ryan Hogan, CEO
- Ms. Jackie Buckman, Vice President of Operations
- Contact Information
Principal
- Mr. Ryan Hogan, CEO
Customer Contact
- Mr. Ryan Hogan, CEO
- Ms. Jackie Buckman, Vice President of Operations
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
64 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
03/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We had a subscription with Hunt a Killer. Subscriptions run 6 months and auto renew until stopped. We Liked the 1st six month subscription and we let it renew. Our 4th box of the set was due in November. It was very late. We wrote the company. It arrived. We assumed holiday time effected shipping. The December and January boxes never arrived. Ever. We were auto billed for them and we wrote at least 10 times. Every time they were shipping "soon". I wrote again today to specifically clarify we don't want to wait. We no longer want the boxes. We just want our money back. It was around the 5th of Decemer for the 1st billing, the second around the same time in January. Each box was about $42 and change. Since this game unfolds as a story month by month, we never got to play the end of it and it's been 3 months now. This also ruined the previous 4 months of work we did on the story to never have an ending now. We are very disappointed and frustrated. While we have gotten occasional replies- the company never once took the initiative to reach out with an update. Terrible customer service. We no longer want anything to do with them. You can see their latest reply to my request to either get thw boxes or have our money refunded. The boxes never arrived in February. We are done. Please help us get a refund.
Customer Reviews
35 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Kelly I
2 stars
02/03/2024
We have enjoyed the Hunt A Killer subscription service for 3 years (6 6-month subscription box sets). We initially purchased it as a gift for our daughter, who is now at college. As a result, for the last year, we saved each monthly box until we'd received all 6 boxes, which coincided with when our daughter was home from school. We did this with the boxes that were sent from July through December of 2023. Imagine our surprise and disappointment when we opened Box 1 and it was the exact same story as the one we just completed!!! I emailed customer service and received responses that apologized, but they couldn't refund the last subscription because of the length of time that passed - and then I received an email explaining that they were under new ownership. So essentially, customer service took a major back seat during this transition - which would explain why a duplicate subscription was even sent in the first place. We thoroughly enjoyed these games over the 2 1/2 years we played them, but the duplicate shipment and lack of customer service has left a very bad taste in our mouth and we will never purchase anything from this company again, nor will we recommend it to anyone.
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