ComplaintsforHarperCollins

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had purchased the books of Scary Christmas Lore and I havent received it. I reached out asking for an update and when I could expect it. No reponse, I dont know if this item even exists because I have received no emails with updates or any statuses and since they havent responded to me Im beginning to feel scammed.

  Business response

  12/05/2023

  Hello!

  I am sorry your book did not arrive in the time you needed it by.  I looked up your records and you requested a refund which has been completed.  Depending on your bank, this may take several days to process.  You should have also received an email confirmation of the refund.

  Please contact customer service if you have any additional questions or concerns.

  *****

   

   

   

  Customer response

  12/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  09/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did subscribe to this company in hope of adding to my young daughter home library for homeschooling. I received the two free books and a welcome package. I planned on keeping the subscription but forgot to update my billing information( lost my debit card so had to cancel card and receive another one) but started seeing multiple charges made to the cancel card. The amount of charges they made to my inactive card and the website set up made me realize that this company smells fishy. Even after I canceled my membership I continued to see multiple charges made to that cancel card. Spoke with someone who said they did cancel my subscription but they do not charge a card after unsubscribing. However this is not true because I have the emails from my bank of the multiple charges like hours apart and some are minutes. I just want to warn others. This company is indeed a very organized scam. Regardless of their many words and documentation...they know they're not trustworthy.

  Business response

  09/30/2021

  ****** ******** *****   ******* ******** ********** ***********  **** ********* 
  Consumer: **** **************
  Denise here from the I Can Read! Book Club Support Team. First off, I am so sorry to hear about your negative experience with the book club. The whole team here sincerely apologizes for the inconvenience and distress this must have caused you. Full transparency, we recently transitioned to a new Order Management System to improve our customer experience and have had some technical challenges. There is no excuse for the attempted payment charges on your card, but we want you to know, this was only due to a glitch in the system and is something we are working to fix with undivided attention.
  Again, we are so sorry for the trouble this has caused you! We sincerely hope you’ll reconsider joining the book club again in the future and are available at any time to answer your questions. If you’d like to reach customer support, you can:
  Call us toll-free at ###-###-####
  Email us at ***********************************
  Wishing you all the best.
  Apologetically,
  ****** **********
  I Can Read! Customer Support

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to cancel after I found out others were getting charges on their cards without knowing . I haven't been able to get a hold of anyone. I was supposed to be charged their special price $1 for 2 books I was charged $6.48 and charged again today $6.27 that I did not authorize. I would like to cancel whatever subscription stuff is and get my money back. I still haven't received a shipping confirmation email for the first books and haven't received any books .

  Business response

  09/01/2021

  ************** *****   ****** ****************** *********** 
  (ID#********* 
  Consumer: *****************************
  Thank you for your recent email.  We atHarperCollins Publishers appreciate your concern regarding the products sent toJuliette ****** and want to help settle any questions or problems.
  According to our records, an order was received in thename of ***************************** and entered into our system on 8/17/21.  Inaccordance with our offer, the introductory shipment consisting of two freebooks and two additional books from the I Can Read! ********* was shipped on 8/18/21for a total of $6.27 for the bonus books, shipping and handling and tax. Aconfirmation email was sent to ***********************.
  The details of the offer are in the membership agreement,as well as the Terms & Conditions.  The customer must check theTerms & Conditions before the order is processed, to indicated that theyhave read and agreed to the terms of the offer.  We also send the customeran email confirmation when shipping their next shipment to let the customerknow their next shipment is on its way.  In addition, included in thefirst shipment is a comprehensive Welcome Brochure.  If at any time theychange their mind or need to make a change to delivery, our customer serviceteam is available by phone or email and is happy to assist.
  We have cancelled any future shipments. 
  We sincerely apologize for any inconvenience or concernthis situation has caused *****************************, and we hope we can be of service toin the future.
  Sincerely,
  *********************************
  Customer Service Supervisor

*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. ↩