Complaints

This profile includes complaints for Penny Publications, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Penny Publications, LLC

  6 Prowitt St Norwalk, CT 06855-1204

• 

  Penny Publications, LLC

  6 Prowett St Norwalk, CT 06855

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:05/13/2025

  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 with Penny Publications for some puzzle books. I ordered their value packs where you get 2 different puzzles in each pack. I ordered 3 of them thinking I would receive 6 different puzzle books. I paid $27 for them with $6 to ship.
  When I received my order I realized that they had sent 3 of the same value packs. I contacted them by email and received a reply stating that this was to be expected and I could send them back at my expense.
  This is not right . . . if I order different books from a bookstore I would expect to receive 3 different books like I had ordered and not some kind of "grab bag" that has repeats.
  I believe that the problem is with their warehouse because the value packs are sealed in plastic with no label indicating what the contents are. They do not take the time to make sure the customer does not receive the same books and they tell their customers "Well that's what happens sometimes" and expect them to be OK with it.
  I am not OK with it and I want them to send me the correct order or refund the money I spent.
  
  P.S. I am 70 years old and could not figure out how to send you the emails between us. - *****

  Customer Answer

  Date: 05/13/2025

  I sent you copies of the correspondence I've had with Penny Publications. I hope I was successful in this endeavor.  I am a disabled senior living on Social Security and can imagine that I am not the only one who does not agree with this company's policy. Thank you

  Business Response

  Date: 05/15/2025

  Hello,

  This is in response to the complaint filed by *** ****** regarding her order for 3 packages of our "Double Trouble Value Pack-2" books. This order was placed on our website where we include the following copy:

  (Books are shipped together in one package. Multiple value packs of one puzzle type may contain duplicates. To keep prices this low, we cannot create custom packs.)

  You can view the page at:  **********************************************************************************

  If *** ****** would like to return the books to us, we would be happy to issue a refund.

  Sincerely,

  Cheri M*******

  Customer Service Manager

  Customer Answer

  Date: 05/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

     It is not fair to the customer to receive the same books three times at once. This represents a fault in your warehouse/packing department. The books are not marked sufficiently and the packer just takes the quantity they need to fill an order while not knowing what is inside.

     I received three of the same packet because the packer does not know what is inside or what the issues are. If I go to a bookstore and ask for 6 books by Mark Twain would they hand me 6 of the same book?  This is a problem with your inefficient stocking practices and to think that a customer would be OK with this is ridiculous on top of charging the customer to return them.

                                                                                I want a refund or to be sent the correct books.

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 05/19/2025

  Hello,

  It is our policy to advise customers that the purchase of multiple value packs will result in duplicates. This copy is included under the description of the product.  However we will issue a refund for two of the packages sent. This puzzle will be discontinued and we do not have any other volumes that can be shipped.

  Sincerely,

  Cheri M*******

  Customer Service Manager

  Customer Answer

  Date: 05/19/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/01/2024

  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.

  On 8/14/23 I paid $43.94 to receive 1 Easy and fun variety puzzles book per month for 6 months. I only received 2 puzzle books. Separately, on 5/20/24 I likewise paid $43.94 for 1 puzzle book per month for 6 months. Again, I only received no more than 2 books.

  Business Response

  Date: 07/18/2024

  Hello,

  This is in response to the inquiry by **** ******* regarding her subscriptions. In reviewing her account record I find two active subscriptions and the order history and shipping history follows:

  Variety Puzzles Special Issue Plus Crosswords  Ordered 2-year subscription in 12/22.  Published 4 times yearly, we have shipped 7 of the 8 issues due.  The last issue, Autumn 2024 will ship in August.

  Easy & Fun Variety Puzzles - Published 6 times yearly, every other month

  Ordered:  May 2022     Start date:  7/2022   Expired  9/23

  Renewed: Apr 2022     Start date:  11/2023  Expires: 9/24

  Renewed: Aug 2023    Start date:  11/2024  Expires:  9/26 (two year renewal)

  Renewed:  May 2024   Start date:  11/2026  Expires:  9/28 (two year renewal)

  The last issue of Easy & Fun Variety Puzzles mailed was the May 2024 copy.  Due to equipment issues, the July 2024 issue is delayed but should ship within the next two weeks.

  We cannot accelerate the shipping on subscription orders. I would recommend that Ms. ******* contact our Customer Service Department directly at ###-###-#### if she is missing any issues or would like to cancel any of the renewal orders.

  Sincerely,

  Cheri M*******

  Customer Service Manager

   

  Business Response

  Date: 08/12/2024

  Hello,
  
  This is in response to the complaint filed by Mary Boocock.
  
  In reviewing her account record, I see she has a subscription to Easy & Fun Variety Puzzles which will expire with the September 2024 issue.

  On August
  24, 2023 we received an order for a two year renewal along with her payment in the amount of $43.94.
  
  The subscription will begin with the November 2024 issue and will expire with the September 2026 issue.
  
  On May 21, 2024 we received a payment in the amount of
  $43.94 for another two year renewal to this title, extending the subscription to
  September 2028.
  
  This title is published every other month (January, March,
  May, July, September and November). If Ms. ******* is missing an issue in her
  subscription, and/or if she would like to cancel the order dated May 21, 2024,
  she should call our office at ###-###-#### for assistance.
  
  Sincerely,
  
  Cheri M*******
  Customer Service Manager

• Initial Complaint

  Date:09/18/2023

  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 ordered $157 worth of books and there was no tracking, nothing for DAYS. I called customer service and requested a refund which she said she did. No refund so i call back and was told that instead of refunding me, that they instead sent them out, which i told them not to do, because she said that the delivery could take up to 8 weeks, which is absurd! She insisted that she put a refund through, and not to worry. LIES! So now, instead of refunding me, my credit card statement shows that yet again, a few days later, they charge me another $157!! I am beyond furious! I do not want your books that take EIGHT WEEKS to get here, like i told the woman originally, i want a refund for both charges of $157 refunded to my discover card. What a bunch of crooks!

  Business Response

  Date: 09/24/2023

  Hello,

  This is in response to the claim filed by ******* *******.  

  Ms. ******* order $157 worth of merchandise on our website on September 11th.  We ship our orders via 3rd Class Bulk through the US Postal Service and ask customers to allow 4 to 6 weeks for delivery. There is no tracking available for this method of shipping.

  At the point Ms. ******* called to cancel her order (on 9/13), it had been shipped.  We asked that she refuse the delivery and in the interim issued a refund in full on September 15th.  

  As we do not retain credit card information, the claim indicating a second charge was made by us is false.

  Sincerely,

  Cheri M*******

  Customer Service Manager

   

  Customer Answer

  Date: 09/26/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

   

  Yes, i finally received the books, and they refunded the 2nd charge that i "falsely claimed" that they made. 

• Initial Complaint

  Date:01/13/2023

  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.

  In August 2022, Penny informed me that they were no longer publishing, "**** Official Variety Puzzles" to which I was a subscriber. The notice said that they would switch me to another magazine. I did not want the other magazine and called on 8/24/22 to ask them to send me a refund.
  
  On 10/3/22 I had not received the refund, so I called back. I spoke to Amanda who told me the refund request was never processed and that she would put in the request. She told me the refund amount would be $19.16. I called back on 10/6 to be sure the refund was, in fact, in progress. I believe I spoke to Amanda, again, who assure me it was in progress.
  
  On 10/31, I still had not received the refund, so I called again. I was told that I needed to wait until mid-November before they would take any action as it takes a while for the refunds to make it through the system.
  
  On 11/17, I still had not received the refund, so I called again. I spoke to *******. She said they didn't actually get it cancelled. She said she would get it in process.
  
  On 1/12/23, I still had not received the refund so I called again. I spoke to Luz. She said the refund check was mailed on 11/22/22. I said I never got it. She told me the address to which it was sent and it was a YEARS old address. Not the one to which they had been sending the magazine. Apparently, someone tried to merge the old account and the new one and chose the wrong address as the current one. She said someone would call back. Nobody did. I called on 1/13/22 and spoke to Amanda who told me they didn't have an answer for me.
  
  I know that they had my correct address in October 2022, because I had another subscription (**** Logic Puzzles) with them and decided to cancel it due to the problems with the **** Official ****** subscription. I cancelled the **** Logic Puzzles subscription on 10/6 and I received the refund on 10/31. So, I know they can get the money to me!

  Business Response

  Date: 01/31/2023

  Hello,

  This is in response to the complaint filed by ******* ******. First off, my apologizes for the inordinate delay in bringing this issue to a resolve. A refund check was mailed in November 2022 in the amount of $19.16 to an incorrect address (the house number was wrong). We have reissued the check today (Ck #*****) and sent it to the correct house number.  This issue has been address internally, and I will email Ms. ****** separately with an apology.

  Sincerely,

  Cheri M*******

  Customer Service Manager

   

   

  Customer Answer

  Date: 01/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:they still have the address wrong.  My address is **** * ***** *** *** ***. They managed to get the correct number but still the wrong street.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 02/09/2023

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

   

  In regards to Complaint #********, Penny **** sent a refund check. This case can now be closed.

   

  Thanks for your assistance in this matter.

   

  Best,

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

• Initial Complaint

  Date:11/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a card in the mail regarding a form to order crossword puzzles from ****. I was given the option to be billed later. I Never received any crossword puzzle magazine but have been billed 4 times! I always responded to **** telling them that I never received any crossword puzzles from them. They continue to bill me! Please help. Thank you

  Business Response

  Date: 12/07/2022

  Hello,

  This is in response to the complaint filed by Pamela ******* regarding a bill-me-later order for a subscription to ****'s Best Easy Crosswords.  In reviewing the account history, I see an order for this title was received on July 25th. We subsequently mailed the October 2022 edition on August 25th with an invoice in the amount of $18.95.  Our computer system will generate follow up invoices until a payment is made.  I do apologize if Ms. ******* notified us of non-receipt as I do not see a record of that on her file.  I do see a postcard indicating the dates of service was mailed to her.

  I have reshipped the October issue to her today.  If she would like to continue with the subscription, payment is required, otherwise the billing cycle will end.

  Sincerely,

  Cheri M*******

  Customer Service Manager

• Initial Complaint

  Date:09/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Penny **** ********* took my email and placed it on someone else's account and I received a receipt of a purchase that someone else made and my information is on his billing information on the receipt. I called Penny **** and they said they cannot change it, they cannot remove my email from his account, that I will receive email receipts on other people's accounts because they refuse to remove my information from some else's account. This should be illegal and shows they do no protect information of their customers and do not try to resolve an issue but instead told me, "No, we can't change the information, your information will be on his account." I can tell it was someone that took the order and only looked it up by address then attached my information to the one calling in since it's an apartment building. I feel this is identity theft on the part of the company and refusing to resolve the issue.

  Business Response

  Date: 09/02/2022

  Hello,

  This is in response to the claim filed by ***** ***** regarding the use of her email address by a third party.  In reviewing her account record, I see that in October of 2020, she purchased an item to be shipped to ** *******  This order was placed on our website, and her email address was captured by ************** our credit card processor.  In August 2022, another party (J. Haugh) placed an order for ** *******  Authorize.net had wrongly retained the history from the order placed in 2020 for the ship to address as opposed to the purchaser and generated the receipt in question.  I have removed Ms. ******* email address from both transactions.

  I have attached copies of the transactions for your review and apologize to Ms. ***** for this situation and subsequent misinformation she was provided.

  Sincerely,

  Cheri M*******

  Customer Service Manager

   

   

   

  Customer Answer

  Date: 09/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My name is NOT ***** ***** who they address the response to. They removed my email from my account, which I wanted it removed from ****** ******* account not my account. This is another example of how they refuse to fix a problem. I want my email removed from Mr. ******* account and remain on my account. Since it seems they are not able to even get a LAST NAME correct, I can understand now how hard this is for them to just remove my information from ****** ******* account and leave my account the same. But their intelligence level has proven they are incapable of resolving an issue which they created and have blamed on a computer program that they have instituted instead of themselves and confirmed they do not verify or double-check the accuracy of said program. Since this error of my last name being changed to just address this issue, proves to me this is not a computer error but this is a man-made error that they have created. I would like a response addressed to me not to someone else they think is me. That alone should show this company has no quality review or even care to address an issue in a professional manner.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/08/2022

  Hello:

  I am sorry for the error in addressing Ms. ***** in my previous response.  I have updated the customer profiles for Ms. ***** and Mr. ***** and attached a copy for review.

  I will also contact Ms. ***** separately.

  Sincerely,

  Cheri M*******

  Customer Service Manager