Okay... In a nutshell: my credit card was incorrectly charged THREE times by Northridge Media. (See my previous post for all of the details).
On 09/21/09, I called and asked to speak with a manager because I had a customer complaint. I was forwarded to Nik Bruce who listened to my problem, told me they had a computer "glitch" that caused the problem, and that he would credit my account on Thursday 09/24/09 for the $44.95 charge from May 11, and the $39.95 charge from September 12.
Well... on FRIDAY 09/25/09, the $39.95 charge was credited (NOT the day he said, but at least it got done). Still haven't heard a word about the $44.95 charge from May.
So... I called back again today, and asked for Nik Bruce... again... And once again... he didn't even apologize for what was going on.
You know, I've worked in retail, and I DON'T agree that the "customer is always right." However I DO believe in great customer service, and THEY (Northridge Media) TOTALLY SUCK! This is THEIR problem, and I have every right to be totally pissed off that they basically STOLE money from me, and I'm having to beg to get it back. In this case, the customer (me!) IS right. With that said, though, I very calmly told him I was pissed off, but I didn't yell and scream at him like I felt.
So... I tell this Nik Bruce guy that I'm STILL waiting for the $44.95 refund from May. And his response? "I didn't know we were supposed to credit your account for that charge." Which is a load of crap; he was fully aware of it when we spoke a couple of weeks ago.
He goes through this whole rigamarole of checking my account, and he lets me know the $44.95 charge in May was for a renewal charge for Simply Handmade. I'm not sure why he didn't tell me that when I spoke to him a couple of weeks ago, and that does explain why the charges are different. And I DID have a 6-month subscription for Simply Handmade, but it expired with the June/July issue (and I know that because that's the issue my baby bib was published in). So why would they charge me in May to renew a subscription that didn't end until July? And, if they charged me because of some oversight and have never bothered to credit my account as they should have then why haven't I been receiving "Simply Handmade" since they charged me for it???
Because. They. Are. Full. Of. Crap.
And, here's the real kicker. He asked me if I just wanted a credit to the same credit card I used to place the order. What an ass. He told me when I spoke with him in September that he was going to "personally make sure" that my credit card number was removed entirely from their database so that I would no longer be enrolled in their Platinum Subscriber Program. Obviously, that didn't happen, but the card expires at the end of the year so they can't use it anyway.
Shesh! Just had to get that off my chest, too!
Showing posts with label Cards magazine. Show all posts
Showing posts with label Cards magazine. Show all posts
Wednesday, October 7, 2009
Monday, September 21, 2009
Cards Magazine Complaint!
Sorry... This is a really long rant... Gotta get it off my chest!
Left me first say this: Except for the price, I LOVE, LOVE, LOVE my subscription to Cards magazine (or idea book or whatever you want to call it).
There was a subscription special when I first subscribed to it last year. If I subscribed to 12 months of Cards, I could get 6 months of another one of their publications for free. I think the name of the one I chose was called Paper Trends (I received four issues and then they changed the name to Simply Handmade).
About a month before my subscription ran out, I got a message from Nik Bruce that said my subscription was about to expire, but not to worry because I was enrolled in their Platinum Renewal Plan which means my credit card will automatically be charged for another year. I DID NOT agree to be enrolled in their Platinum Subscriber Program. They did NOT bury any information about it in fine print that I failed to read. I called and placed my order on the stinkin' phone, and the woman who took my subscription information (whom I now know is Janice) didn't say a word about their stupid Subscriber Program!!!
Anyway... I called Northridge Media and spoke with Nik Bruce (the guy who'd sent the renewal e-mail). I told him it was time to renew my subscription, but I saw online that they were offering the same deal as when I first subscribed--6 months free with a paid 12-month subscription, and I'd like to get that same deal with my renewal. He said that was definitely do-able. He told me about each of their other publications, and I chose Scrapbook Trends for my free subscription. Before we hung up, I specifically asked him if I still needed to respond to the e-mail he'd sent, and he told me no that it was all taken care of on his end.
So... My April credit card statement comes in, and guess what? There were TWO $84.95 charges for the Cards subscription (one on the 9th and one on the 10th).
So... I called them the next day. Like an idiot, I didn't write down the girl's name I spoke with. She told me that it "takes awhile" to get a refund, and could she offer me six additional months for free. I told her no, I really wasn't interested in that; that I'd really like my money back. So, she ups the ante: what about twelve extra months? Of course, I had to say yes. I also asked that my name be removed from their auto-renewal program because I didn't want something like this to happen again. The note on my credit card statement says "free 3rd year instead of refund--2012."
Then, imagine my surprise when my May credit card statement comes in and there is a charge on 05/11/09 for $44.95 for Scrapbook Trends! WHHHHAAAAATTT???
So... I called them again. This time, I spoke with Janice, and I told her that I'd been charged for a 6-month subscription that was supposed to be free. She took down all of my information and told me they would take care of it.
Fast foward a couple of months... On August 24, I was busily reconciling our credit card statements in QuickBooks when I suddenly realized I'd never seen the credit for Scrapbook Trends come through. I dug out my May statement and called them back. Spoke with Janice again this time. She said something about that being a gift subscription I'd purchased. Uh... NO IT WASN'T! Anyway, she dug around for awhile, and then found my name on some kind of refund list they have, but she assured me it would be taken care of.
Then... GET A LOAD OF THIS!!! August 28, I got an e-mail from Nik Bruce that my Scrapbook Trends subscription was expiring--but not to worry because I was enrolled in their Platinum Subscriber Program! Is this a JOKE???
This time, I thought "you know, last time I called, the wires got crossed somehow, and that's why they charged me twice; so this time, I'll respond to the e-mail and that will fix everything."
My immediate response (also on August 28): ABSOLUTELY POSITIVELY DO NOT, DO NOT, DO NOT RENEW!!!
Whew! That's taken care of. Right?
My September 13th American Express bill comes in... You have GOT to be kidding me!!! There was a $39.95 charge on 09/12/09 for Scrapbook Trends.
Anyway... I called again this morning and talked with Nik Bruce (renewals manager). I went through the big long spiel above. He found my account and told me there are "glitches" of some sort where cancelations to their automatic renewals program don't get flagged in their database (or something like that). Anyway, he said he would take care of the refunds, but they couldn't do it until Thursday because there were so many people in front of me they needed to take care of!!! What the crap? How long's the friggin' line??? I've been waiting on a refund since MAY!!!
Left me first say this: Except for the price, I LOVE, LOVE, LOVE my subscription to Cards magazine (or idea book or whatever you want to call it).
There was a subscription special when I first subscribed to it last year. If I subscribed to 12 months of Cards, I could get 6 months of another one of their publications for free. I think the name of the one I chose was called Paper Trends (I received four issues and then they changed the name to Simply Handmade).
About a month before my subscription ran out, I got a message from Nik Bruce that said my subscription was about to expire, but not to worry because I was enrolled in their Platinum Renewal Plan which means my credit card will automatically be charged for another year. I DID NOT agree to be enrolled in their Platinum Subscriber Program. They did NOT bury any information about it in fine print that I failed to read. I called and placed my order on the stinkin' phone, and the woman who took my subscription information (whom I now know is Janice) didn't say a word about their stupid Subscriber Program!!!
Anyway... I called Northridge Media and spoke with Nik Bruce (the guy who'd sent the renewal e-mail). I told him it was time to renew my subscription, but I saw online that they were offering the same deal as when I first subscribed--6 months free with a paid 12-month subscription, and I'd like to get that same deal with my renewal. He said that was definitely do-able. He told me about each of their other publications, and I chose Scrapbook Trends for my free subscription. Before we hung up, I specifically asked him if I still needed to respond to the e-mail he'd sent, and he told me no that it was all taken care of on his end.
So... My April credit card statement comes in, and guess what? There were TWO $84.95 charges for the Cards subscription (one on the 9th and one on the 10th).
So... I called them the next day. Like an idiot, I didn't write down the girl's name I spoke with. She told me that it "takes awhile" to get a refund, and could she offer me six additional months for free. I told her no, I really wasn't interested in that; that I'd really like my money back. So, she ups the ante: what about twelve extra months? Of course, I had to say yes. I also asked that my name be removed from their auto-renewal program because I didn't want something like this to happen again. The note on my credit card statement says "free 3rd year instead of refund--2012."
Then, imagine my surprise when my May credit card statement comes in and there is a charge on 05/11/09 for $44.95 for Scrapbook Trends! WHHHHAAAAATTT???
So... I called them again. This time, I spoke with Janice, and I told her that I'd been charged for a 6-month subscription that was supposed to be free. She took down all of my information and told me they would take care of it.
Fast foward a couple of months... On August 24, I was busily reconciling our credit card statements in QuickBooks when I suddenly realized I'd never seen the credit for Scrapbook Trends come through. I dug out my May statement and called them back. Spoke with Janice again this time. She said something about that being a gift subscription I'd purchased. Uh... NO IT WASN'T! Anyway, she dug around for awhile, and then found my name on some kind of refund list they have, but she assured me it would be taken care of.
Then... GET A LOAD OF THIS!!! August 28, I got an e-mail from Nik Bruce that my Scrapbook Trends subscription was expiring--but not to worry because I was enrolled in their Platinum Subscriber Program! Is this a JOKE???
This time, I thought "you know, last time I called, the wires got crossed somehow, and that's why they charged me twice; so this time, I'll respond to the e-mail and that will fix everything."
My immediate response (also on August 28): ABSOLUTELY POSITIVELY DO NOT, DO NOT, DO NOT RENEW!!!
Whew! That's taken care of. Right?
My September 13th American Express bill comes in... You have GOT to be kidding me!!! There was a $39.95 charge on 09/12/09 for Scrapbook Trends.
Anyway... I called again this morning and talked with Nik Bruce (renewals manager). I went through the big long spiel above. He found my account and told me there are "glitches" of some sort where cancelations to their automatic renewals program don't get flagged in their database (or something like that). Anyway, he said he would take care of the refunds, but they couldn't do it until Thursday because there were so many people in front of me they needed to take care of!!! What the crap? How long's the friggin' line??? I've been waiting on a refund since MAY!!!
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