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:10/15/2022

  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 never received the magazines I was charged for. $15.95 each for 1) original purchase and 2) $15.95 for an automatic renewal

  

  Business Response

  Date: 10/28/2022

  Customer placed order on 11/26/21 for an one year subscription to J-14 which consists of 6 issues per year. Customer sent email to us in October 2022 letting us know her granddaughter did not receive any issues. We responded back to customer letting her know it's best to let us know as soon as possible about missed issues or problems with delivery. It has been 11 months since customer placed order. If we are contacted as soon as the problem arises we are able to reach out to the publisher to request an extension on the subscription or for them to send replacements. However, once too much time passes it's difficult for the publisher to make adjustments.

  We made the customer aware that we would reach out to the publisher's processing center which we did and they said Change Of Address was effective Sep 2022. They Extended the subscription by 2 issues. They are also sending an Address Verification Letter. Jan issue is due by 11/8 and Expires March ****. Since publisher said they would only extend 2 issues we told customer we would compensate her for 3 more missed issues which equals $7.98 so we provided a $8 Gift Certificate. 

  In regards to the renewal order from 9/04/22 for J-14 we offered to cancel that order if the customer wanted. We told her we could cancel and issue a full refund.

   

  Customer also mentioned other magazine titles that were missing and we made customer aware that we only show 1 title through us and that is for J-14 and there are 2 orders for this title and that's all we show.

  Customer Answer

  Date: 11/02/2022

   
  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:10/12/2022

  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.

  Thank you for shopping at DiscountMags Purchase Information Order Number:LR2772736 Date:06/25/2022 Order Total:$14.95 Payment:MasterCard-9928 Billing to:***************** ********************************************************************************************** Subscription Information Name Delivery AddressPrice Car and Driver - Special Deal!Term: 2 Years, 20 Issues Type: New Estimated Start Date:Between 08/20/2022 and 09/17/2022Arthur Ko ***************************************************************************************** ************ $23.94 $14.95 After the order is placed on June, money has been charged on the card. I have NOT received any mags as of now.A first attempt at their customer service online request on Sept 27th what is going on is without a reply.I have not received any magazine yet.I paid for 2 years, 20 issues on June 25th 2022.Today is Sep 27th and the order# is LR2772736.Please inform what is going on, Thank you.A newsletter replying is what I received, which is an ad only.Another request I made on Oct 7th and the result is the same which is another online email ad reply.No one is resolving the issue.I called ************** before I file this complain at BBB.There is no customer service rep to take the call at all.Thank you for taking this matter.****,******

  

  Business Response

  Date: 10/20/2022

  We show order was placed on 6/25/22 for 2 year subscription to Car and Driver. The estimated delivery was between 08/20/2022 and 09/17/2022. A 2 year subscription consists of 20 issues which is 10 issues per year. We responded to customer on 10/13/22 letting them know we are sending a status request to the publisher's processing center. It typically takes **** business days for them to respond. Then on 10/19/22 we sent another email stating, We heard back from the publisher's processing center on Car and Driver. Per the publisher your order is on file and active. No issues have been returned as undeliverable. I was able to get your subscription extended by 2 issues. Account# ********** Start: 7-8/22 New Expire: 9/24 Customer ID# **********.
  Since the publisher is stating they are mailing issues we would like to confirm your address. We have:
  

  *****************
  1139 *********
  *************, **
  91754
  

  We were also able to access the customer's Car and Driver account to show it's active and provided a screenshot.

• Initial Complaint

  Date:10/07/2022

  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've been renewing/extending my US Magazine subscription with DiscountMag.com since 2014, last time extended was 08/16/20, Order Number WT6394967, with the subscription end date being September 14, ****. A few months ago, I received a postcard, presumably from US Magazine, stating my print magazine was being converted to digital form only. I did not consent to this. I contacted US Magazine on 08/15/22 for a refund and they stated it must go through Discount Mag.com. I looked at my DiscountMag account and it showed my US Magazine subscription cancelled, unknown date.. but not by me! I sent request to DiscountMag customer service on 08/16/22, which I received an automated response back stating I can switch back to the print magazine and I would get notice in the mail in a week with instructions. Nothing received. I sent another inquiry on 09/15/22, which the generic response was I will get assistance within 15 business days. Still nothing. It's that time and no email response nor anything in the mail. I want either my subscription resumed to paper print only or my money refunded.

  

  Business Response

  Date: 10/12/2022

  The last renewal order for this customer was on 11/07/2019, *********, for US Weekly one year subscription. The customer did have an order in 2020, ********, but it was returned by the publisher cause it would exceed the maximum number of years allowed by the publisher. The customer was issued a full refund of $9.94 on this order on 9/14/20.

  However, the order from 2019, ZH8694638, is still active but the publisher is currently dealing with a global paper shortage. The publisher switched print subscriptions to digital till they could increase their paper supply. 

  Customer received an email from us on 8/16/22 informing them the subscription could be switched back to Print which we show it has. Per the publisher's website the subscription has been switched back to Print but seems customer is still waiting on issues to arrive. We have sent a status request to the publisher's processing center informing them of the situation. It typically takes **** business days to get a response. We will do everything we can to get this to resume as fast as possible. 

  Customer Answer

  Date: 10/13/2022

   
  Better Business Bureau:
  
  Their response isn't entirely accurate.  They only responded back to my prior unanswered requests from the last two months after I filed this BBB complaint. It shouldn't take a customer having to file a complaint with ******************** to finally get a resolution.   Discount mag  contacted US Magazine on Oct 11th and had my digital magazine switched to the paper print and sent me a screenshot, stating it will resume in November and I will get credit for the missing months.  When the initial statement was sent out in August about being switched to ********** never received further info on how to do that.  I was not able to switch it on the US magazine website, as Discount mag suggests in their response. Whoever wrote this response must not be in communication with their customer service person that just finally helped me.  It shows paper print now only because they changed it just this week after this complaint.  Regardless of the way they twisted their response to my BBB complaint,  I got the results I needed  in reference to complaint ID ********, and find that this resolution is satisfactory to me.  While I don't find their response on BBB to be accurate or satisfactory, I do find the responses and helpfulness to my personal email to be a satisfactory resolution.  It just shouldn't have taken months of getting ignored and a BBB complaint to get this resolved... paper shortage or not.

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

• Initial Complaint

  Date:09/18/2022

  Type:Order 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 renewed 2 gift subscriptions - order #KY2449377 for $14.95 each for a total of $32.00 on 11/17/21. To continue to be delivered to 1) ***********************, ******************************************************************* and *****************************, *************************************************************** just found out that neither subscription has ever been received. I tried to call and got someone who promised to look into it and send me a contact email. That didn't happen. I also sent an email with no response.I paid for 2 subscriptions without receiving the magazines.

  

  Business Response

  Date: 09/21/2022

  We show customer sent email on 9/04/22 about Order Number: KY2449377Magazine(s): Sports Illustrated Kids for *******************************. We sent an email back on letting the customer know we were sending a status request to the publisher's processing center. The processing center got back to us stating there are no problems or returns on their end and supplied account info: Your 11/22/21 order is currently serving. I was unable to locate any newer order in our system or at the publisher. See service dates below. The publisher already extended 1 issue per customer request. A# **********, S: ***/**, E: 3-4/23, CID# **********. We messaged processing center back asking for them to send replacements or extend subscription for missed issues. We are currently waiting on their response. The last email we sent to customer stated what we have done and that if for any reason the processing center can't send replacements or extend then we could refund her for the missed issues for *******. This one year subscription consists of 6 issues per year. The publisher has already extended the subscription by 1 issue but we have requested for a further extension. 

• Initial Complaint

  Date:08/28/2022

  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 was charged for a Renewal of ************** Magazine--I never authorized a "Renewal"--and I am being charged for it. I have emailed the company twice now, and no response. I want to discontinue this magazine and not be billed for it. I would like a reimbursement.

  

  Business Response

  Date: 08/30/2022

  We sent customer email stating:

  On 11/13/20 you placed 2 magazine orders.
  

  One for Reader's Digest for:
  

  *************************
  5308 *************
  *****, **
  33603
  

  And then one for US Weekly for:
  

  *****************************
  2334 *******************
  Lakeland, **
  33810
  

  You had auto renewal on both of these subscriptions. We apologize if the auto renewal caught you off guard. We also sent you emails about renewals on 8/15/21. Screenshots below:
  

  Both of these renewals are 180 days past the date of purchase so we are unable to issue a refund and they are set to expire soon cause order was placed on 8/22/21.
  However the auto renewal has been removed on both subscriptions so when they expire they won't renew and you will not be charged anything. We hope this information helps.

• Initial Complaint

  Date:08/25/2022

  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.

  5-21-22 Magazine order $12.95 3 months later no delivery

  

  Business Response

  Date: 08/30/2022

  We sent email to customer stating:

  Dear **,
  

  We show you placed an order for Games World of Puzzles, Order Number: ZL2389492, on 5/21/22. Your Estimated Delivery was: Between 07/16/2022 and 08/13/2022. One thing to keep in mind is that an one year subscription consists of 9 issues per year so you will not be receiving an issue every month. Also since they don't print monthly your subscription could have started a month they were not mailing issues out.
  

  We sent a status request to the publisher's processing center to confirm first issue. They typically respond in **** business days. If you don't wish to wait any longer we can cancel your order and issue a full refund. Just let us know what works best for you.

• Initial Complaint

  Date:08/19/2022

  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.

  When I originally subscribed for a magazine it was Thanksgiving and 1st issue of said magazine arrived sometime that March. I've re-subscribed yearly, but they seem to be moving up renewal date- i.e., they are currently saying I need to renew in August.

  

  Business Response

  Date: 08/26/2022

  We reached out to the customer stating: Our records show the following subscriptions

  11/24/16, ZZ8344283, People for 1 year
  9/02/17, ZT9778387, People for 1 year
  9/09/18, EQ9736924, People for 1 year
  8/16/19, VK4833773, People for 1 year
  8/16/20, LJ9849849, People for 1 year
  8/16/21, ZG7469227, People for 1 year
  Then it tried to renew again on 8/16/22 but Payment Failed. We sent you an email 8/18/22 and 8/25/22 to let you know about Payment Failed. It looks like per our records it's every year right around the same time. All renewals are processed a few months prior to expiring for processing and so there is no lapse in service. We hope this info helps.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17743492
  
  I am rejecting this response because:

  They have not explained why they keep pushing up the renewal date and have me paying earlier and earlier in the year.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/08/2022

  We are sorry you don't agree with us but below are the dates. The dates clearly show for the last 4 years we have processed the renewal on the same date. Renewals went through on 8/16/19, 8/16/20, 8/16/21 and 8/25/22 (but this renewal did not process cause credit card on file was not valid). The 2 orders prior to that were in 2018 and 2017. Both were processed in September. The original order was placed in 2016 in November. Your first renewal will always process 3-4 months prior to original date so there is no lapse in service. It takes **** weeks for processing center to process the order so the renewal is placed a few months prior so there is no lapse in service or missed issues. After that it will always be renewed around the same time which it was. Again for the last 4 years it was always renewed on August 16th and the 2 orders prior to that in the beginning of September. If you are concerned about the renewal dates being processed too early for you then you can always choose not to have the auto renewal feature and then when your subscription is close to expiring you can just place a new order.

  11/24/16, ZZ8344283, People for 1 year
  9/02/17, ZT9778387, People for 1 year
  9/09/18, EQ9736924, People for 1 year
  8/16/19, VK4833773, People for 1 year
  8/16/20, LJ9849849, People for 1 year
  8/16/21, ZG7469227, People for 1 year
  8/16/22 but Payment Failed

   

• Initial Complaint

  Date:08/09/2022

  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.

  My name is *******************************. I ordered US Magazine for my husband in prison. It was ordered 08/26/21 RZ8977623. His name is *************** #****** At *** in ******* **. This is the address I used in the complaint. I received a notice that US Magazine will be only digital. This does not work for him since he will have no access and this is a 3 year subscription. Discount Magazines does not give refunds, it says after 6 months. However, this subscription does him no good.

  

  Business Response

  Date: 08/10/2022

  Customer's subscription to People has not been switched to digital. It has just been suspended due to a global paper shortage. Our refund policy is we can only issue refunds on orders that are within 180 days from the date of purchase. The publisher is working diligently to resume production of the print edition and has given affected subscribers access to the digital edition at no extra cost so they do not miss out on their favorite content. Please note that the temporary digital subscription will not count towards the term of the print subscription. Once print production is resumed, they will receive the full remainder of your print subscription. We sent email to customer stating:

  Dear *******,

  We are sorry for any confusion in regards to your People subscription and we apologize for any missed issues. Your subscription has Not been canceled and has Not been switched to Digital. Your subscription is suspended due to a global paper shortage. This is just a temporary hold on your subscription for print and they do plan to have the print back up and running as soon as possible with your full term of service. In the meantime, they are giving customers free access to digital for 6 months as a courtesy since Print has been paused.
  

  What we have already done is send a status request to the publisher's processing center asking for your subscription to resume to Print. It typically takes **** business days for them to respond but as soon as we hear anything we will let you know. We've had much success with getting our customers subscriptions to resume Print if they were suspended.
  

  Your subscription will just be frozen till they can get print mailed again. Once it resumes it will pick up where it left off. For example, if you had 20 issues left in your term when your account was paused then when it starts back up it will still have those 20 issues. Your expiration date should be the only thing to change. It would just change to a later date. We hope this information helps.

  For Order Number: QR8662397 we show 3 People subscriptions. One for *****************************, one for *************** #****** and one for ***********************. All 3 appear to be suspended so we sent a status request on all 3 subscriptions asking the processing center to resume Print. We will be sure to keep you updated.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair 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 bought a magazine for my mother for Xmas in November 2021. My mother never received one issue. I contacted the company several times with the same responsethey were back logged. Then I tried to just cancel and they told me if I cancelled I couldnt get a refund ** apparently after six months they dont owe you anything!

  

  Business Response

  Date: 08/08/2022

  Customer placed order for Good ***************** on 11/14/21, Order Number: QL9373842. Customer contacted us May of 2022 about not receiving issues. We contacted the publisher's processing center and they said, "Publisher shows this subscription started with the April ****************************************************** returns. To make up for missed delivery they have extended the subscription for 2 issues. The expiration date is June 2023 and the account number is ***********. 6 issues per year." We emailed the customer on 5/10/22 letting them know what the publisher said. Email sent to: *************************. Customer reached out again in July 2022 letting us know about missed issues. Order was canceled and a full refund issued on 8/04/22. 

  Customer Answer

  Date: 08/09/2022

   
  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,
  
  ******************************