Complaints

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

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against The Happy Planner regarding a recent online order that has not been processed or fulfilled in a timely or professional manner.I placed an order on their website on May 27, 2025. Today is June 5, 2025, and not only has my order still not shippedit has not even been processed. However, the full amount was withdrawn from my account.I have reached out to customer service multiple times, only to receive vague, unhelpful responses. No one has been able to provide a clear explanation or an estimated time frame for when my order might be processed or ********** make matters worse, Ive spoken to other customers who placed their orders on the same day as I did, and their orders have already shipped. This inconsistency, lack of transparency, and poor customer support have left me extremely frustrated and concerned about the companys business ************ order was not overly large or complex in any way, and I see no reasonable explanation for such an excessive delay in processing. I believe this behavior is unacceptable for any, especially one that handles customer payments upfront.I am requesting that the Better Business Bureau investigate this matter and assist in holding Happy Planner accountable. I would like a full explanation for the delay, a firm resolution timeframe, and a fulfillment date and if no action is taken by the company, I will be requesting a full refund minimum. Thank you for your time and assistance.Sincerely,***** ******

  Business Response

  Date: 06/09/2025

  Hi *****,
  
  Thank you so much for your patience, and Im truly sorry for the frustration this delay caused. We understand how upsetting it is when things dont go as expected, especially when others' orders are moving faster.
  
  Your order was placed during one of our busiest times, and while we normally ship within 35 business days, we did need a little extra time. We posted updates about the delay on our shipping page, tracking page, and pre-chat formbut I completely understand this still felt unclear from your side.
  
  Your order shipped on June 7 and is set for pickup by ***** today. Heres your tracking link: *****************************************************.
  
  We truly appreciate your support and are here if you need anything else
  

• Initial Complaint

  Date:03/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order on Tuesday March 11 and as of today my ordered has not shipped and per the company it may ship out this week their excuse was to many order and that is just unprofessional it should not take two weeks to receive my order when the shipping I paid for was 2-5 days not two weeks

  Business Response

  Date: 03/18/2025

  Good Morning *****, 
  
  Thank you for taking the time to share your concerns with us. I sincerely apologize that your recent shopping experience did not meet your expectations. We deeply value our customers, and I regret that our order processing delay caused you frustration.
  
  Due to an overwhelming response to our recent promotion, our fulfillment team experienced unexpected delays in processing orders. While this is certainly not the experience we want for our customers, it was an unavoidable situation, and we took immediate steps to notify affected customers via email, our website, and support channels. Additionally, we offered a 20% discount as a gesture of appreciation for our customers patience during this time.
  
  I understand that you placed your order with the expectation of receiving it within the standard shipping window, and I completely acknowledge how disappointing it was to experience a delay. That is never our intention, and we are actively working to improve our fulfillment processes to prevent this from happening in the future.
  
  Per your request, your order was promptly canceled, and your refund was issued on the same day. If you have not already received confirmation, please check your email, and feel free to reach out if you need any further details.
  
  I truly regret that this experience did not reflect the high level of service and efficiency we strive for. Your feedback has been shared with our leadership team as we continue to improve and enhance our customers experience. While we understand your decision not to shop with us again, we genuinely appreciate your past support and hope there may be an opportunity in the future to regain your trust.
  
  If you have any further questions or if I can assist you in any way, please do not hesitate to reach out.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 2 day delivery back in Feb that was supposed to be delivered Feb 28th, on Feb 28th, i did not receive the item-i reached out,they requested i wait a few more days so I did. On March 5th, I contacted them again-said they would make a one time exception for me and resend the items, I told them I no longer wanted the items, I wanted a refund. They said i could not receive a refund and that the items will arrive 3/12, today. I have yet to receive the items STILL and when I logged into my bank account, they have charged me an additional $180! I've once again reached out to be told to give them an additional few days. No, i want my 120 something that was originally taken out and the other 180 that was just taken out today for some reason. I have emails of the original chats and what looks like an "order" that was placed today that I did not authorize! I would like refund for the order i did not authorize AND the one i did authorize, if they will not refund me for the order that I placed and authorized then i want the darn items. Is this something you can help me with or do I need to do a dispute through my bank?

  Business Response

  Date: 03/13/2025

  Thank you for reaching out. I completely understand your frustration, and I appreciate the opportunity to clarify the situation and work toward a resolution.
  
  Your original and first order with us, #*******, was shipped via ***** and marked as delivered on February 27 at 11:46 AM. After you reported the package as missing, we filed a claim with the carrier, who confirmed the package was delivered correctly to the address provided. While our policy does not typically allow refunds or replacements for confirmed deliveries, we wanted to ensure your satisfaction and, as a one-time courtesy, offered a no-cost replacement order, which you accepted.
  
  Unfortunately, due to unexpected warehouse delays, the replacement order has not yet shipped. I sincerely apologize for the delay and understand how frustrating this must be. We will continue to provide updates on the shipment timeline and are committed to getting it to you as soon as possible.
  
  Regarding the most recent order you did not authorize, I appreciate you bringing this to our attention. After reviewing the transaction, the order was placed using the same email, card and shipping address as your previous order. Regardless, as a precaution, we have submitted a cancellation request for this order and will provide further updates via email once the cancellation is processed. If you believe there has been unauthorized activity on your account, we strongly recommend reporting it to us directly, as soon as possible, as well as notifying your bank for further assistance.
  
  I sincerely regret the inconvenience and frustration this has caused. Please let us know if you would like to proceed with the replacement order or if you would prefer a discount code for the full value of your order good on a future purchase.
  
  We value your business and appreciate your patience as we work to resolve this matter.

  Customer Answer

  Date: 03/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:03/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 2/20/2025. The company advertises processing and shipping within 3-5 business days. It is now 3/4/2025 and my order has yet to be processed and fulfilled, let alone shipped. I have reached out to customer service multiple times to ask when my order will make any progress in even being filled and have not gotten sufficient answers or resolutions. I keep asking when the order will even be filled and they keep saying they cannot provide a definite answer. I have asked if the order will even be filled/shipped within this upcoming week (3/4/2025) and they have said they cannot guarantee anything. I have then asked if they will provide expedited shipping as a result of the delays in processing my order and they said they cannot provide that service. All I want is my order, that was advertised to ship to me within 3-5 business days, or at least a timeline and definitive answer of when my order will even process. To have this level of delay in even filling the order itself and leaving it in limbo as "order placed"--not even order processing/filled for 2 weeks is completely unacceptable.

  Business Response

  Date: 03/05/2025

  I truly understand your frustration, and I sincerely apologize for the extended delay in processing your order. We recognize how important it is to receive timely updates, and I regret that we have not been able to provide a more definitive timeline.
  
  Due to an unexpected increase in order volume combined with staffing challenges, our shipping partner requires additional time to process orders. While we would have loved to provide you with a specific estimated shipment date, we did not want to speculate on a timeline that we couldnt guarantee. Instead, we have aimed to be as transparent as possible about the situation.
  
  At this time, I still do not have a confirmed shipment date for your order, but I can assure you that we are actively working to fulfill all orders as quickly as possible. I will continue to monitor your order and provide an update as soon as I have a more specific shipment timeline to provide.
  
  I completely understand that this is not the experience you expected, and I truly appreciate your patience. If you would prefer to cancel your order, please let me know, and I can process that for you right away. Otherwise, I will follow up as soon as I have a confirmed shipment timeline.
  
  Thank you again for your understanding, and I sincerely apologize for any inconvenience this has caused.

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 20, 2024 I placed an order with The Happy Planner for 2024 Midnight Botanical Happy Planner - Classic Vertical Layout - 18 Months and the Midnight Botanical - Classic Vertical Extension Pack - 6 Months. The order was suppose to be delivered on September 28, 2024 but the package was never received. Fed ex is saying they delivered it but the picture doesnt show them leaving it on my doorstep it shows a picture of the driver holding the package in their hand with a picture of the street. The Happy Planner is refusing to replace what I ordered bc they claim I confirmed the wrong delivery address. The address they mailed it to is still in my familys name and I went there to pick it up once they said it was delivered and it was not there and my neighbor said it was never delivered. I am not asking for my money back just a replacement of what I originally ordered. I cant believe they are willing to lose a customer over $28.73. Please help me resolve this issue because ******** at The Happy Planner sure isnt willing to help.

  Business Response

  Date: 10/01/2024

  Hi *******, 
  
  Thank you for bringing the delivery address issue to our attention, and I appreciate the opportunity to clarify the situation.
  
  In your initial message, you mentioned, "I didnt receive my package from ***** and it is saying delivered. Please help." However, there were no additional details provided regarding the address being a family home or that you had visited the address to retrieve the package. Based on the information we had at that time, we asked you to confirm the delivery address, and the address you provided didnt match the confirmed address on the order, which explains the difficulty in locating the package.
  
  It was only after we informed you that we do not offer a service to resolve delivery issues related to an address issue after delivery is complete, that you shared the additional details and expressed your intent to submit a complaint. Unfortunately, we werent given the chance to review the new information and provide a more tailored response before that.
  
  We are more than happy to review the situation again with the new information youve provided and work toward a resolution. Please check your email for our latest response, and thank you for your patience.

  
  

• Initial Complaint

  Date:09/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted customer service regarding a missing package. I spoke to a **** I asked for assistance in locating 2 missing pkgs. The *** wouldnt assist & passed it off. I had to contact the Postmaster @ ********** **. She helped me find the missing pkgs. I found out this AM that the items were missing receipts showing that it came from a Business & NOT from an individual using a fake business ******* complaint is: (1) The people @ ** wouldnt assist in locating 2 pkgs; (2) they had no proper way of identifying delivery of a pkg when its delivered to a business by having the person @ a mailroom identify themselves; (3) they didnt include ANY documentation inside the pkgs showing that these 2 items were purchased from a legitimate business; (4) the manager would only provide the same information as the ** ***; (5) I cannot get The Happy Planner Corporation staff to send TWO receipts in order to have the items released; (6) it will take a while before the manager will address my request; (7) the worse service I have had with ANY business where they didnt follow through on service. Communication documented on ticket numbers ****** & ******. The amounts paid: $43.29 & *****

  Business Response

  Date: 09/19/2024

  Thank you for sharing your experience, and I sincerely apologize for the frustration this situation has caused. We understand how important it is for orders to arrive smoothly.
  
  To clarify, both orders were properly delivered to a correctional facility as requested. While we are happy to assist with shipment or product-related issues, the facilitys specific requirements for releasing shipments to inmates was not communicated to us prior to your purchase. Unfortunately, this has led to the shipments being held, and our team is unable to resolve the matter directly with the facility. For future orders, we recommend reaching out to the retailer beforehand to ensure all facility requirements are met.
  
  We understand the inconvenience this has caused and suggest requesting the facility to return the packages to the sender. Once we receive the returned items, we will promptly issue a full refund for both orders.

  If you have any further questions or concerns, please reply to our current email thread, and well be happy to assist you.

  Customer Answer

  Date: 09/19/2024

  All pkgs are opened & **** doesnt accept opened pkgs. The facility checks for contraband & insuring it came from **. The party has to pay postage for returns. I would have to send funds for the pigs to be returned.
  Since pkgs dont have docs to prove it came from **, I asked CS send receipt to the mailroom. The manager refused request. He sent a PDF w/2 receipts. Informed manager they will question receipts. He refused. He created problem as they question if receipts were created by **. Called mailroom & they need HP to contact them.

  Contact **** to locate pkgs. Spoke to PM.

  Printed managers emails, receipts & write note explaining manager refused to mail receipts. Mailroom contact ** to verify if its a legit business.

  Only delayed delivery since HP never include receipt verifying legit purchase or send a receipt per request.
  

  Manager refuse to do ANY request. Poor CS. Talking to CS is impossible by phone & the chat option. Took hour to find icon @ bottom. Undefined icon.

  If known receipts not provided & delivery signed, would request. NOT identified on website. Level of assistance: poor. If contacted CS before purchase & ask receipt incl in pkg, would receive same response from CS: It is not our policy.Asking manager result: the same. NO goodwill or commitment in helping. CS does min & wont help customer.

  Business Response

  Date: 09/20/2024

  Thank you for sharing these details. I completely understand your frustration with the correctional facility's requirements and the challenges you've faced. It sounds like their policies are quite stringent, which makes this situation even more difficult.
  
  Unfortunately, as you mentioned, we were not made aware of the facility's specific needs before the orders were placed. If these requirements had been communicated earlier, we would have informed you that our shipments do not include physical receipts or invoices, as these are provided electronically. Additionally, we do not offer a delivery signature service for Standard Shipping.
  
  While we understand that the shipments did not meet the facilitys requirements, both packages were delivered to the address provided. Beyond providing you with copies of the order invoices (which we've already sent), we regret that we're unable to offer further assistance regarding the package clearance process at the facility.
  
  I understand this situation has been frustrating, and Im sorry we arent able to resolve it more directly. If theres anything else we can do within our policies, please reply to our open support ticket. Thank you! 

  Customer Answer

  Date: 09/22/2024

  The facility requires that a printed receipt be mailed directly from Happy Planner as they will NOT accept my mailing of the receipts. I cannot prove that these came directly from a physical business.

  It has delayed delivery because of a simple request cannot be mailed from your business.

   Contacting your business through your chat or ticket leaves me discussing the same issue with lower level employees who refuse to do anything. It seems like I am getting the same results from the corporate office.

  I need a printed receipt mailed from the business. Is this difficult? 

• Initial Complaint

  Date:09/04/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on 8/20/24, order did not ship out until 8/25/24. Received order 8/29/24 after promised delivery date. When order was received a disc was broken, the inside was dirty, and the outside was scuffed up. And this was supposed to be a new planner. Contacted customer service representative ****** for the 5th time about the order, who sent me a new planner. Which is not what I wanted, I wanted a refund or future credit. Then received another email from a different representative telling me that I would be mailing back the broken planner. 1. I am not using my time and energy to mail back a broken planner. 2. I am not purchasing a box or envelope to do this. 3. I did not want a new planner *** ****** should have asked me what I wanted. I am so irritated with this company right now *** I believe a new planner will be broken as well. 4. I do not like having another representative step into my conversation with someone else making unnecessary demands. *email only

  Business Response

  Date: 09/05/2024

  Hi ******, 

  Thank you for your patience and for sharing your feedback regarding your recent order. I truly apologize for the inconvenience youve experienced, and I understand your frustration.
  
  To clarify, your order was placed on 8/20, shipped on 8/26, and delivered on 8/29, which is within our posted processing timeline of 3-5 business days. You can review this information on our Shipping Information page, and it is also included in our order confirmation emails. That said, I'm very sorry that your planner arrived damaged and that we missed the opportunity to address your preferred resolution.
  
  In an effort to quickly resolve the issue, we sent a replacement planner via 2-Day shipping. I understand now that this was not your desired outcome, and I apologize for not confirming your preference beforehand. Ive since requested the replacement shipment to be returned to us.
  
  Id like to make this right. Please let me know your preferred resolution, whether that be a return for refund, store credit, or another solution, and I will do my best to accommodate your request.
  
  Thank you for your understanding, and I look forward to resolving this for you.

• Initial Complaint

  Date:07/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bad customer service and false advertising via their email marketing. I've had an account with them since 6/27/2023. I spent approx. $200 on their website last year which somehow equated to 175 points. I received an marketing email today and in that email, it states I have 175 points - I go onto the website to find out I have 0 and that the points expired on 1/1/24. The points were only valid for 6 months? I reached out to their customer service and they were unable to assist with restoring my points. There was never an email to let me know my points were expiring. In fact, the emails I get still state I have 175 points. Overall, bad customer service for someone who has spent $200 with the business.

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Happy Planner on 12/31 for $56.06 - says ordered was delivered on 1/8. Ive checked my ring door bell camera and the package never arrived. Have checked with neighbors and no one is saying they received a package. Initially contacted Happy Planned spoke to a customer rep ******** on 1/9 who stated pretty much she cant do anything cant issue me a refund even though I tried to explain due to the delay and the fact I bought this as a gift that I would like a refund and my mother in laws birthday has already passed so I was forced to purchase another gift for her, She was very rude stated a supervisor would contact me via email to then simply ended the chat. I get an email from a supposed supervisor ****** the next day stating he cannot issue a refund as ***** shows it was delivered without signature required. This company and the customer service is absolutely terrible. I have already disputed my charge with my credit card company but wanted to be sure to file with BBB as well because this is absolutely ridiculous.

  Business Response

  Date: 01/11/2023

  Hello *******, 
  
  First, we do apologize for any frustration caused by this experience. Unfortunately, at this time, we do not offer a service that provides a refund when a parcel that has been marked delivered by the carrier is reported as missing.

  We understand that a signature upon delivery may have helped to ensure the parcel was hand delivered; however, our *********************** does not offer a signature service. For future reference, if you prefer the added piece of mind of a time-definite delivery service that requires a signature and/or in-person delivery, we recommend exploring our ****************** services offered at checkout. 

  Despite the successful delivery update, we understand how frustrating situations like this can be. As a one-time courtesy outside of the original order, we would love to offer you the following resolution options:
   
  1. $0 Reshipment of all In-Stock Order Items 
  2. Full order value credit issued in the form of a single-use discount code
   
  Please reach out to us in regard to ticket #****** via email *********************************** if you would like to take advantage of either offer. Thank You!

   

   

• Initial Complaint

  Date:01/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******* in the amount of $55.21 on November 15 2022. The order shipped and then hasnt moved since November 17 according to the tracking. No one is responding to my emails, ******** messages, or instagram messages regarding a solution of getting the items to me or refunding. According to ******** and instagram, multiple customers are having the same issue.

  Business Response

  Date: 01/02/2023

  Hello *****, 
  
  Thank you for being a Happy Planner. We're sorry for not being able to respond sooner. If you ever require more immediate support, please, consider chatting with us. 
  
  We're sorry, upon review, we confirmed that the parcel appears to have been lost by the carrier. To resole the presumed lost parcel, a full refund has been issued. For your convenience, a refund receipt has been sent to the email address on your order. We do apologize for any inconvenience this experience may have caused.
  
  To apologize for the experience, we would love to send you any Value Sticker Pack valued at $22 or less for free. Simply reply our email and let us know which one we can send. Thank You!
  
  Have a wonderful day and be sure to let us know if you have any other questions or concerns.