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:01/19/2025

  Type:Product 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 keep receiving books that I didn't order. I've called them and told them i don't want them to send any more books and yet here comes a really expensive book!

  Business Response

  Date: 01/27/2025

  Customer did not tell us until the 21st of January 2025 that he wanted to cancel the subscription. Customer told our agent that he will be sending back the book.
  Regards,
  Herrschners

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This "subscription" was not presented as a subscription. With the number of complaints and the way the business just sends these really expensive books to customers without any type of inquiry seems really suspicious. I was also told that if I "refused" the shipment it could take 4-6 months to receive a credit on  my account and have my account closed out. 

   

  It seems to me that the business needs to take a look at their business practices and adjust them.

   
  Regards,
  
  ******* ****

  Business Response

  Date: 01/27/2025

  Unfortunately, when something is returned as 'refused' or 'return to sender' it is not a high priority for the **** and it can take several months to receive back to us.  Once we receive the book back, your account will adjust down to $0.00.  All future orders were cancelled on the 21st of January.  You will continue to receive statements in the mail - you would not be taken to collections as the future is cancelled and we are waiting for the return of the book.

  Herrschners

• Initial Complaint

  Date:11/10/2024

  Type:Product 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.

  Ive received a craft book from this company for the last several years and written Refused and sent it back. This year when I received one I was told since I hadnt ordered it I was under no obligation to pay for it or send it back. So I didnt. Then I started receiving bills for the book of $41.90 and was told I had subscribed to receive them (I DID NOT subscribe!) or they said return the book and wed be done. So I sent it back and requested them to cancel what ever subscription they claim I have. Now they have the book and Im receiving threats to pay for it or itll be turned over to a collection agency!

  Business Response

  Date: 11/11/2024

  This account has been cancelled and has a $0.00 balance.

  ***

   

   

• 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.

  This company sends books and calendars you never ordered and then expects you to pay for them. They claim online it is a subscription but they never tell you that in their mailings or ask you to subscribe. This is a flat out scam.

  Business Response

  Date: 09/13/2024

  Customer has not called at anytime to cancel the subscription. With out a cancelation the subscription is active and future product will be shipped out.

  Regards, 

  Herrschners

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I never agreed to any subscription.
  Regards,
  
  ******* **********

  Business Response

  Date: 09/25/2024

  We are sorry that you don't agree with us, we can cancel all future orders, but you are responsible for the balances that are due.  You can either send back the items that were sent.  We do not supply call tags and the account would be cleared.  Or you would need to send in payment.

  Herrschners
  

• Initial Complaint

  Date:09/08/2024

  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.

  Several years ago, I requested to cancel the "subscription" to "A Cross Stitch Christmas" (by phone) but have kept receiving them even after moving out of state. This year, I unfortunately didn't return it in time, so had to pay for it. When I mailed the check, I also sent a letter demanding that this subscription be cancelled, and also that I be emailed to confirm in writing that I will no longer receive these unwanted books (since calling on the phone to cancel did not work). As of 09/08/24, I still have not received the cancellation email or any other contact from Craftways. The check has been cashed, so I should have a zero balance. Please respond to this complaint so there will be written confirmation that this subscription is cancelled and I will no longer receive these books.

  Business Response

  Date: 09/20/2024

  Please attachment - The request for cancelling the account was entered on 08/22/24.

  Regards,

  Herrschners

   

  Customer Answer

  Date: 09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  I trust that I will no longer receive any of these books.

  
  Regards,
  
  ****** *****

  
  

• Initial Complaint

  Date:08/02/2024

  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.

  Hi,I received an CROSS STITCH CHRISTMAS **** back in June that I didnt request. I sent the book back, and it was confirmed by Craftways that it was received by them 7/16/24. It was also confirmed by ****** at Craftways (I spoke to him TWICE, once on 7/24 and once on 8/2), that the account was closed, the subscription cancelled and the balance zeroed out on the account. I OWE NOTHING, AND THE **** WAS SENT BACK.I open my mail today and what do I see? A BILLING STATEMENT DATED 7/24. Why am I receiving billing statements for a book that I RETURNED and WAS CONFIRMED TO BE RETURNED?If you do not cease and desist sending me notices for an account that was closed, a subscription that was cancelled, and a book that was returned, I will be seeking a lawyer.

  Business Response

  Date: 08/03/2024

  The account it at zero (0) - screen shot is attached.

  ***

  Craftways

   

• Initial Complaint

  Date:06/05/2024

  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, unsolicited, a book from Herrschners via Craftways, each of the last four years and returned the book will notice that I did not wish to receive this book or any further books from them. Now I am receiving a notice of collections with no phone number to contact this company. They threaten to turn this account over to a collection agency. I have no means of contact to resolve this matter and I am getting very perturbed at this situation. They send something every year and I send it back with notice that I do not want it or any other book from them. Yet without a means to talk to them, the problem cannot be resolved. It is almost like a scam.

  Business Response

  Date: 06/06/2024

  Attached please find the records since 2019.  At some point either you or a family member sent in a postcard asking to review a book for 30 days.  If the customer does not like the book they can send it back to us and cancel the subscription.  If the customer keeps it longer than 30 days, they will need to pay for it.  This is a subscription, so unless you cancel it you will continue to receive it on a yearly basis..  The phone number and the address are printed on the invoice that is received by the customers.  We can be reached Monday - Friday from 8:00 AM - 4:30 PM CST..  I have cancelled future books/calendars, but at this time you still owe the $41.90.  You will continue to receive invoices until it is paid.  We also have the option to make payments, and this is also noted on the invoice.  

  Regards,

  Herrschners
  

   

   

• Initial Complaint

  Date:12/09/2023

  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.

  My mother has recently had a serious turn in her health and mental capabilities. I am writing this for her. I have a notarized power of attorney providing me the authority to administer all of her affairs for her.I just received a notification threatening her with being turned over to a collections agency for non payment for something called A Cross Stitch Christmas. I have no idea what that is, when it was delivered, if it was delivered or why. In reviewing her finances, I am find that a lot of companies similar to this one have been billing her month after month, often for things which were originally "free" if returned. It is highly unlikely that an elderly person with no ability to drive and poor memory is going to ever (a) be able to return these things (her home was rural and she had to drive to the post office, there was no mail service) and (b) realize that they are paying monthly for something they may never have ordered in the first place. Her mail has been forwarded to my address and her mailing address is now officially my home address. I made that switch about 6 weeks ago. This is the first time I have seen a notice regarding this. One would expect that more communication than that.There is no phone number on the demand for payment, There is no website to go to to ask questions on the demand for payment. The bill itself does not even say who the company is. When you call you get the message for a company called Herschners (not sure on the spelling). This lack of transparency is not appropriate but I imagine it is effective in scaring these older buyers and confusing them as well.I have no idea if this bill is a recurring thing or a one time thing. What I can say is that I want the bill cancelled. I want any subscription cancelled if there is one. This needs to be resolved ASAP.

  Business Response

  Date: 12/11/2023

  Good Morning,

  Can you please provide a little more information so we can take a look at your mother's account?

  Mother's name:

  Mother's zip code:

  Account number if there is one on the bill that you have received.

  Once we can locate the account we will be able to help you.

  Regards,
  

  Herrschers

   

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  Hi, we were forwarded a notice addressed to my husband's mother (account # ************* about a **** KEEPSAKE CALENDAR, with a notice of a delinquent account, demands for payment, and threat of being turned over to a collections agency. However, she passed away in 2023. We have no way of knowing if she ordered it, and as we were not forwarded a calendar, we have nothing to pay for or return. Can you help us resolve this? Thank you.

  Business Response

  Date: 09/12/2023

  First, we are very sorry for your loss.  As we have no idea when a person passes away we would have kept sending out the invoices.  Now that we have been informed, we have already cancelled the account and removed the balance.  

  Regards,

  Herrschners

  Customer Answer

  Date: 09/12/2023

  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. Thank you to Craftways for their words of sympathy, as well as thanks to them and also to the BBB for handling this so quickly; it is very much appreciated.
  
  Regards,
  
  S *******
  

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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.

  Back in 2023 we received an offer from Craftways for a "free" cross stitch calendar. We did indeed receive that calendar. In the beginning of this year we received a **** calendar and again we thought it was free. We have now received an invoice in the amount of $21.93 for the **** calendar. I called the number provided and the gentleman stated that he would cancel the subscription if I sent the calendar back and would issue a statement with a "0" balance. Looking at some of the complaints on your website I don't believe that this would be the case as some of them have provided the company with a tracking number and keep getting invoices stating that they are going to take it to collections. I do not want this to go to collections but I also do not want to pay the money to ship the calendar back to no avail. Could you please help with this situation? I would like them to remove me from their mailing list/subscription and I do not want to pay this invoice for something that I didn't order (this year). The account # listed on my statement is ************ for product #******.

  Business Response

  Date: 06/05/2023

  You paid for the calendar on 09/06/22 (2023) with check **** in the amount of $18.93.  At that time you did not indicate that you wanted to cancel the subscription, so the **** calendar went out in early Spring. On 06/01/23 you requested to cancel the subscription and the representative instructed that you would have to send back the calendar or pay for the calendar in order for the account to be a $0.00.

  Regards,

  ***********

  Customer Answer

  Date: 06/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No where did it ever say that this was a subscription and it would be ongoing.  I will put the calendar in the mail, but please do not ever contact ** again and that includes any future offers or bills.  I will be retaining a copy of the **** tracking for further records.  I truly feel that I do not/should not have to pay for this to be shipped back since I still do not feel that this was a subscription.
  
  Regards,
  
  *****************************

  Business Response

  Date: 06/06/2023

   

   If you send us a copy of the postage receipt we will refund you for that amount..

  Regards,

  Herrschners

   

   

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I sent the payment of $21.93 today in the mail since I could not find the calendar that you sent.  I put a note on it to please cancel any further subscription.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/31/2023

  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.

  Received book I DID NOT order on May 26, 2023. **** will no longer RETURN TO SENDER. I tried to return the book today but **** requested I get a return label to return the book.

  Business Response

  Date: 06/12/2023

  We do not issue return labels as was stated int eh documentation that you shredded.  You can send back to ** at Craftways, PO Box 761, ******************** **  54481.  Please also indicate if you would like the 

  book to be cancelled for future dates.

  Craftways

  Customer Answer

  Date: 06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Cancel any future books.  I DO NOT recall signing up for any future books but do want any future books cancelled effective immediately.
  
  Regards,
  
  *************************