When [redacted] originally purchased the subscription to National Geographic En Espanol, delivery information for the magazine was stated clearly on the order pageIncluded in this information is that the to week delivery periods are not a warranty, and are simply the standard industry lead times and while every effort is made to expedite orders, occasionally subscription orders may not be received for longerOnce we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycleThis particular order was made on November **, and we sent the order to the fulfillment house on November **, Publishers ask to allow two weeks for them to process orders once they receive them, which this order was, as it was processed by the publisher on November **, Due to the timing the order missed the cutoff for printing of the January labels, pushing the starting issue of the subscription to be the February issue, which the customer should receive by March *, We also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industryThe term of this subscription is issues which if the subscription starts with the February issue, will expire with the January issueIn reference to [redacted] request to be sent her first magazine this month, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending her the missed issue, as her subscription has not technically started yetShe can still expect to receive her full subscription and we sincerely apologize that her subscription has taken longer than she expected to start Again, we sincerely apologize for any upset/inconvenience this may have causedWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorPlease let us know if you have any further questions
We are only aware of the subscriptions that are placed on [redacted] and not through any other source including the publisher which is why we state that it is possible our account manager expiration might not match the publisher recordThe expiration date in the account manager at [redacted] is estimated based on industry standard publisher lead times and doesn't account for a currently serving subscription, any postal delays, frequency changes or any other possible unforeseen problems that might occur which is why it must be updated from time to timeThe mailing label expiration date is going to be the correct one 90% of the time but again we won't know what that is until you receive the first issueSo, it is very possible that the account manager's expiration date doesn't match the mailing label expiration dateIf it doesn't, we allow you to update it in your account manager (or let us know what the expiration date on the label says and we'll do it for you) so you can accurately manage your subscriptions from all sourcesThat said, every order placed at Magazine-Agent was forwarded to the publisher’s fulfillment house to be added to the appropriate subscription record which is simply known as “stacking” which is why the expiration date is so far in the futureIt is the publisher discretion as to which subscription serves in what orderWe are more than happy to cancel and issue refunds for the amount desiredWe sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorTell us why here
As we explained in our previous response, the only way that [redacted] ’s information (the incorrect address as well as the correct name, credit card information, and email address) was from [redacted] or someone ordering the subscription on his behalfBecause his email address and credit card information all seems to be correct, it seems that possibly when the order was placed, the customer simply made an error when entering in the delivery address (from time to time, as with anything, customers do make mistakes and accidently type in incorrect or incomplete addresses)We do not have access to any of our customer’s bank account numbers so the fact that the incorrect address contained numbers from his bank account number lead us to believe further that it was simply a typo on behalf of the customerWhen this renewal order was placed, the terms of our Safe Renew program are clearly stated in the check out prior to purchas e and in the receipt: “Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of [redacted] ’s your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionThe charge made to his card for $on (per the terms of our Safe Renew program)Despite the term of this renewal being entirely served out, we are happy to refund him the full amountAt this time, we have canceled and refunded him for the most recent renewal (renewed on 514)If the customer has any further requests we are more than happy to try and solve them! We thank you for bringing this issue to our attention and regret that the custo mer did not notify us of his dissatisfaction soonerWe sincerely apologize for any confusion and inconvenience
[redacted] ***Complaint ID# [redacted] Customer Information: [redacted] ***Message:Our customer is [redacted] at the same address which I assume is related to the complainant Going forward I will refer to [redacted] as our customer.A subscription was originally placed for [redacted] to The Family Handyman through our subscription agencyWhen this order was placed, the customer agreed to the terms of our Safe-Renew program that are clearly stated on the subscription order page prior to purchase and in the receipt which can also be turned off or on at any time by the customer by logging into their account or calling customer serviceHowever, we realize that there is a possibility a customer may fail to read these terms, we send out a reminder post card via USPS prior to renewal (the post card mailing [redacted] is referring to) with the option to call our toll free number or use a convenient website and remove their subscription from the renewal programOur records show that the customer did indeed call the number on the post card on and successfully removed his subscription from the automatic renewal program It seems as though the customer may have misheard the recording that stated that he had been “successfully REMOVED” rather than “successfully renewed,” which I believe is where the confusion and this complaint is stemming from We have confirmed and he has indeed been REMOVED from the automatic renewal program and we assure you that his subscription will not be renewed by our agency unless he wishes to do so manuallyWe sincerely apologize for any confusion/inconvenience over mishearing the recorded scriptOur business has grown over the last years thanks to feedback from clients such as yourself We hope that you are satisfied with the resolution of your complaint and want to thank you for taking the time to provide us with your feedback.Kind Regards,Guy H [redacted] Vice President of Operation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Thank you very much for providing your services They are very much appreciated Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.Thank youSincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As I stated before this company says that it will refund my money, I have not received any information on *** ***, the account that they are trying to use was closed last yearThis is exactly how I caught this account and what stemmed my complaintOver paid this account, and the company just took my moneyThat account was closed by *** *** and ***There is no way to get credit, on that accountMail me a check to my home address.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
When the customer originally placed an order for Bloomberg Businessweek with our agency on 6/**/2015, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt:“Safe Renew Offer: As an added benefit you will receive
uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.”We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionAll of this can be done by signing into their account or by calling our customer service phone number and having our representatives assist them, as we have a 100% risk free guaranteeThe customer cancelled his subscription with us on 6/**/2016, and was issued a full refund for the purchase price ($59.99) at that timeThe customer has been refunded and the automatic renewal feature has been turned off so the subscription was not renewed and will not be renewed again unless the customer chooses to do so manually. Again, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
When the customer originally placed a renewal order for their subscription to Good Housekeeping with our agency on 10/*/2013, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt: “Safe Renew Offer: As an added benefit
you will receive uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at any time during the lifetime of the subscription term by either calling the number on that renewal card, calling our customer service line or by signing into their online account, which was set up at the time of purchaseWe offer many ways to opt out of one’s subscription to help guarantee your satisfactionThe customer was clearly able to use one of the many routes we offer as he successfully downgraded (cancelled) his subscription on 7/**/and was never charged for that renewalThe automatic renewal feature has been turned off so the subscription was not renewed and will not be renewed again unless the customer chooses to do so manuallyAgain, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] It is not true that I ordered a subscription from contrix.com in June, 2013. I have for several years had a subscription directly from ***'sI renew it for one or two years at a time in November. I have no contract with contrix.com nor have I ever had one. I logged into their website, using my email and credit card info as it required so I could find out what they were up to. The address they had on file is "***" on my street. I have never lived at that address. That number is, frighteningly, the last four digits of my bank account, which they had just dipped into and attempted to get $39.99. Since I had never dealt with them, I had no "Safe Renewal" agreement with them. ***'s has never had this address on file, and I have never "updated" my address with ***'s. After further investigation, I have found that contrix.com also fraudulently took $from my bank account on 5/*/14.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
The customer originally placed a renewal order for ***’s through our agency on 6/*/13, for issues for $When this order was placed, the delivery information associated with the account could only have been entered into our system by whoever placed the order, whom we are assuming was ***
*** *** as it is his credit card information and email address that are linked with the account, both of which seem to be correct as he has since signed into his account and made changes to his address as well as canceled the subscription in questionWhen we contacted the publisher about this matter, they informed us that the delivery address that was originally entered in our system, that the customer states was incorrect, was being mapped to the address that he states is correct, which indicates at some point, he updated his address directly with the publisher and his subscription should have been delivered as expectedSince the address was updated directly with the publisher, this could have resulted in the outdated/incorrect address still showing up in our system, but it is ultimately what the publisher has on file that determines where the subscription is delivered to, so there should not have been any issues with deliveryWhen *** *** *** originally placed this renewal subscription, he agreed to the terms of our Safe Renew program that are clearly stated on the check out page prior to purchase and in the receiptUnder these terms, he was recently charged for the renewal of his subscription, for $39.99, which is the current price the publisher has authorized us to sell the subscription for, which can be seen on our websiteOn 5/*/*** *** signed into his account and canceled this renewal order and, per our day money back guarantee, we issued him a refund for the entire purchase price of $At this time, he also updated his address in our system to the correct address that had been listed with the publisherWe sincerely apologize for any confusion/inconvenience but we do pride ourselves on running a business that is open, honest, and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in this endeavor
When *** *** originally purchased the subscription to The Week, delivery information for the magazine was stated clearly on the order pageIncluded in this information is that the to week delivery periods are not a warranty, and are simply the standard industry lead times and while every
effort is made to expedite orders, occasionally subscription orders may not be received for longerOnce we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycleThis particular order was made on November **, 2015, and we sent the order to the fulfillment house on December *, Publishers ask to allow two weeks for them to process orders once they receive them, which this order wasWe also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industryIn reference to *** ***’s request for the subscription to be extended for extra months, we have spoken to the publisher, and because the issues have been sent out and none have been returned so far, the most they can extend her subscription by is one monthTo make up for this difference, we have issued her a refund for monthsThe next issue they should expect to receive is the February **, issue and the expiration date on this subscription has now been pushed back to 1/**/We sincerely apologize that their subscription has not been delivered as expected Again, we sincerely apologize for any upset/inconvenience this may have causedWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorPlease let us know if you have any further questions
Revdex.com:I received notification that the magazine renewal has been cancelled
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,
*** ***
When the customer originally placed a renewal order for their subscription to Consumer Reports with our agency, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt: “Safe Renew Offer: As an added benefit you will...
receive uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our website. You won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least 45 days before your credit card is charged. You may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at any time during the lifetime of the subscription term by either calling the number on that renewal card, calling our customer service line (during business hours) or by signing into their online account, which was set up at the time of purchase. We offer many ways to opt out of one’s subscription to help guarantee your satisfaction. The publisher’s fulfillment house received the subscription order and all previous renewal orders. We have canceled this customer’s renewal order and issued a full refund as per our satisfaction guarantee. Again, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor.
When [redacted] originally purchased the subscription to National Geographic En Espanol, delivery information for the magazine was stated clearly on the order page. Included in this information is that the 6 to 8 week delivery periods are not a warranty, and are simply the standard industry lead...
times and while every effort is made to expedite orders, occasionally subscription orders may not be received for longer. Once we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycle. This particular order was made on November **, 2015 and we sent the order to the fulfillment house on November **, 2014. Publishers ask to allow two weeks for them to process orders once they receive them, which this order was, as it was processed by the publisher on November **, 2015. Due to the timing the order missed the cutoff for printing of the January 2016 labels, pushing the starting issue of the subscription to be the February issue, which the customer should receive by March *, 2016. We also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industry. The term of this subscription is 12 issues which if the subscription starts with the February 2016 issue, will expire with the January 2017 issue. In reference to [redacted] request to be sent her first magazine this month, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending her the missed issue, as her subscription has not technically started yet. She can still expect to receive her full subscription and we sincerely apologize that her subscription has taken longer than she expected to start. Again, we sincerely apologize for any upset/inconvenience this may have caused. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Please let us know if you have any further questions.
[redacted] is NOT a customer of ours. The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instance. Contrix Inc. [redacted] is...
a destination website for nearly 1000 magazine titles but you have to have originally ordered from us directly for customer service assistance. It is possible he found our agency mistakenly while searching online for [redacted] customer service but this persons’ name, address, email address and phone number do not exist in our database so they never placed an order with us. In reference to her being harassed for renewals or payments, we do no outbound calling or bill mailings so this also could not be from our company as to order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for him (in the case of a gift subscription). We would suggest he contacts the publisher for [redacted] directly as they can tell him where the subscription was originally purchased and file the complaint correctly. We sincerely apologize for any confusion and regret that we are unable to help with subscriptions that were not ordered through our agency. We consider this to be a closed matter as it relates to Contrix Inc.
We are only aware of the subscriptions that are placed on [redacted] and not through any other source including the publisher which is why we state that it is possible our account manager expiration might not match the publisher record. The expiration date in the account manager at...
[redacted] is estimated based on industry standard publisher lead times and doesn't account for a currently serving subscription, any postal delays, frequency changes or any other possible unforeseen problems that might occur which is why it must be updated from time to time. The mailing label expiration date is going to be the correct one 90% of the time but again we won't know what that is until you receive the first issue. So, it is very possible that the account manager's expiration date doesn't match the mailing label expiration date. If it doesn't, we allow you to update it in your account manager (or let us know what the expiration date on the label says and we'll do it for you) so you can accurately manage your subscriptions from all sources. That said, every order placed at Magazine-Agent was forwarded to the publisher’s fulfillment house to be added to the appropriate subscription record which is simply known as “stacking” which is why the expiration date is so far in the future. It is the publisher discretion as to which subscription serves in what order. We are more than happy to cancel and issue refunds for the amount desired. We sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Tell us why here...
As we explained in our previous response, the only way that [redacted]’s information (the incorrect address as well as the correct name, credit card information, and email address) was from [redacted] or someone ordering the subscription on his behalf. Because his email address and credit card information all seems to be correct, it seems that possibly when the order was placed, the customer simply made an error when entering in the delivery address (from time to time, as with anything, customers do make mistakes and accidently type in incorrect or incomplete addresses). We do not have access to any of our customer’s bank account numbers so the fact that the incorrect address contained numbers from his bank account number lead us to believe further that it was simply a typo on behalf of the customer. When this renewal order was placed, the terms of our Safe Renew program are clearly stated in the check out prior to purchas e and in the receipt: “Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of [redacted]’s your subscription will be automatically renewed at the lowest publicly available rate on our website. You won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least 45 days before your credit card is charged. You may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfaction. The charge made to his card for $14.97 on 5/*/14 was for the automatic renewal of his subscription from the order he originally placed on 6/*/13 (per the terms of our Safe Renew program). Despite the term of this renewal being entirely served out, we are happy to refund him the full amount. At this time, we have canceled and refunded him for the most recent renewal (renewed on 5/*/15), disabled the Safe Renew program for his account, and refunded him for the previous renewal of his subscription that has already served its term (renewed on 5/*/14). If the customer has any further requests we are more than happy to try and solve them! We thank you for bringing this issue to our attention and regret that the custo mer did not notify us of his dissatisfaction sooner. We sincerely apologize for any confusion and inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The problem with the company’s narrative is their premise that I (or someone on my behalf)placed an order with them. This never happened. Until I saw that they hadtaken my money through use of my credit card, I had never heard of thesepeople, never dealt with them in any way.What is a more believable explanation is that someone hacked my credit card and bank account info (I had used that card atTarget). That is why I have filed a police report and why I am continuing to pursue this. The only beneficiary ofthis transaction is the company who used my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]Complaint ID# [redacted]Customer Information:[redacted]
[redacted]Message:Our
customer is [redacted] at the same address which I assume is related to the...
complainant.
Going forward I will refer to [redacted] as our customer.A subscription was originally placed for [redacted] to The Family Handyman through our subscription agency. When this order
was placed, the customer agreed to the terms of our Safe-Renew program that are
clearly stated on the subscription order page prior to purchase and in the
receipt which can also be turned off or on at any time by the customer by
logging into their account or calling customer service. However, we realize
that there is a possibility a customer may fail to read these terms, we send
out a reminder post card via USPS prior to renewal (the post card mailing [redacted] is referring to) with the option to call our toll free number or use a
convenient website and remove their subscription from the renewal program. Our
records show that the customer did indeed call the number on the post card on 11/**/15
and successfully removed his subscription from the automatic renewal program.
It seems as though the customer may have misheard the recording that stated
that he had been “successfully REMOVED” rather than “successfully renewed,”
which I believe is where the confusion and this complaint is stemming from. We have confirmed and he has indeed been REMOVED
from the automatic renewal program and we assure you that his subscription will
not be renewed by our agency unless he wishes to do so manually. We sincerely apologize for any
confusion/inconvenience over mishearing the recorded script. Our
business has grown over the last 17 years thanks to feedback from clients such
as yourself. We hope that you are satisfied with the resolution of your
complaint and want to thank you for taking the time to provide us with your
feedback.Kind Regards,Guy H[redacted]Vice President of Operation[redacted]
When [redacted] originally purchased the subscription to National Geographic En Espanol, delivery information for the magazine was stated clearly on the order pageIncluded in this information is that the to week delivery periods are not a warranty, and are simply the standard industry lead times and while every effort is made to expedite orders, occasionally subscription orders may not be received for longerOnce we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycleThis particular order was made on November **, and we sent the order to the fulfillment house on November **, Publishers ask to allow two weeks for them to process orders once they receive them, which this order was, as it was processed by the publisher on November **, Due to the timing the order missed the cutoff for printing of the January labels, pushing the starting issue of the subscription to be the February issue, which the customer should receive by March *, We also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industryThe term of this subscription is issues which if the subscription starts with the February issue, will expire with the January issueIn reference to [redacted] request to be sent her first magazine this month, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending her the missed issue, as her subscription has not technically started yetShe can still expect to receive her full subscription and we sincerely apologize that her subscription has taken longer than she expected to start Again, we sincerely apologize for any upset/inconvenience this may have causedWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorPlease let us know if you have any further questions
We are only aware of the subscriptions that are placed on [redacted] and not through any other source including the publisher which is why we state that it is possible our account manager expiration might not match the publisher recordThe expiration date in the account manager at [redacted] is estimated based on industry standard publisher lead times and doesn't account for a currently serving subscription, any postal delays, frequency changes or any other possible unforeseen problems that might occur which is why it must be updated from time to timeThe mailing label expiration date is going to be the correct one 90% of the time but again we won't know what that is until you receive the first issueSo, it is very possible that the account manager's expiration date doesn't match the mailing label expiration dateIf it doesn't, we allow you to update it in your account manager (or let us know what the expiration date on the label says and we'll do it for you) so you can accurately manage your subscriptions from all sourcesThat said, every order placed at Magazine-Agent was forwarded to the publisher’s fulfillment house to be added to the appropriate subscription record which is simply known as “stacking” which is why the expiration date is so far in the futureIt is the publisher discretion as to which subscription serves in what orderWe are more than happy to cancel and issue refunds for the amount desiredWe sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorTell us why here
As we explained in our previous response, the only way that [redacted] ’s information (the incorrect address as well as the correct name, credit card information, and email address) was from [redacted] or someone ordering the subscription on his behalfBecause his email address and credit card information all seems to be correct, it seems that possibly when the order was placed, the customer simply made an error when entering in the delivery address (from time to time, as with anything, customers do make mistakes and accidently type in incorrect or incomplete addresses)We do not have access to any of our customer’s bank account numbers so the fact that the incorrect address contained numbers from his bank account number lead us to believe further that it was simply a typo on behalf of the customerWhen this renewal order was placed, the terms of our Safe Renew program are clearly stated in the check out prior to purchas e and in the receipt: “Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of [redacted] ’s your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionThe charge made to his card for $on (per the terms of our Safe Renew program)Despite the term of this renewal being entirely served out, we are happy to refund him the full amountAt this time, we have canceled and refunded him for the most recent renewal (renewed on 514)If the customer has any further requests we are more than happy to try and solve them! We thank you for bringing this issue to our attention and regret that the custo mer did not notify us of his dissatisfaction soonerWe sincerely apologize for any confusion and inconvenience
[redacted] ***Complaint ID# [redacted] Customer Information: [redacted] ***Message:Our customer is [redacted] at the same address which I assume is related to the complainant Going forward I will refer to [redacted] as our customer.A subscription was originally placed for [redacted] to The Family Handyman through our subscription agencyWhen this order was placed, the customer agreed to the terms of our Safe-Renew program that are clearly stated on the subscription order page prior to purchase and in the receipt which can also be turned off or on at any time by the customer by logging into their account or calling customer serviceHowever, we realize that there is a possibility a customer may fail to read these terms, we send out a reminder post card via USPS prior to renewal (the post card mailing [redacted] is referring to) with the option to call our toll free number or use a convenient website and remove their subscription from the renewal programOur records show that the customer did indeed call the number on the post card on and successfully removed his subscription from the automatic renewal program It seems as though the customer may have misheard the recording that stated that he had been “successfully REMOVED” rather than “successfully renewed,” which I believe is where the confusion and this complaint is stemming from We have confirmed and he has indeed been REMOVED from the automatic renewal program and we assure you that his subscription will not be renewed by our agency unless he wishes to do so manuallyWe sincerely apologize for any confusion/inconvenience over mishearing the recorded scriptOur business has grown over the last years thanks to feedback from clients such as yourself We hope that you are satisfied with the resolution of your complaint and want to thank you for taking the time to provide us with your feedback.Kind Regards,Guy H [redacted] Vice President of Operation [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Thank you very much for providing your services They are very much appreciated Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved.Thank youSincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
As I stated before this company says that it will refund my money, I have not received any information on *** ***, the account that they are trying to use was closed last yearThis is exactly how I caught this account and what stemmed my complaintOver paid this account, and the company just took my moneyThat account was closed by *** *** and ***There is no way to get credit, on that accountMail me a check to my home address.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
When the customer originally placed an order for Bloomberg Businessweek with our agency on 6/**/2015, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt:“Safe Renew Offer: As an added benefit you will receive
uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.”We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfactionAll of this can be done by signing into their account or by calling our customer service phone number and having our representatives assist them, as we have a 100% risk free guaranteeThe customer cancelled his subscription with us on 6/**/2016, and was issued a full refund for the purchase price ($59.99) at that timeThe customer has been refunded and the automatic renewal feature has been turned off so the subscription was not renewed and will not be renewed again unless the customer chooses to do so manually. Again, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
When the customer originally placed a renewal order for their subscription to Good Housekeeping with our agency on 10/*/2013, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt: “Safe Renew Offer: As an added benefit
you will receive uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our websiteYou won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least days before your credit card is chargedYou may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at any time during the lifetime of the subscription term by either calling the number on that renewal card, calling our customer service line or by signing into their online account, which was set up at the time of purchaseWe offer many ways to opt out of one’s subscription to help guarantee your satisfactionThe customer was clearly able to use one of the many routes we offer as he successfully downgraded (cancelled) his subscription on 7/**/and was never charged for that renewalThe automatic renewal feature has been turned off so the subscription was not renewed and will not be renewed again unless the customer chooses to do so manuallyAgain, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] It is not true that I ordered a subscription from contrix.com in June, 2013. I have for several years had a subscription directly from ***'sI renew it for one or two years at a time in November. I have no contract with contrix.com nor have I ever had one. I logged into their website, using my email and credit card info as it required so I could find out what they were up to. The address they had on file is "***" on my street. I have never lived at that address. That number is, frighteningly, the last four digits of my bank account, which they had just dipped into and attempted to get $39.99. Since I had never dealt with them, I had no "Safe Renewal" agreement with them. ***'s has never had this address on file, and I have never "updated" my address with ***'s. After further investigation, I have found that contrix.com also fraudulently took $from my bank account on 5/*/14.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***
The customer originally placed a renewal order for ***’s through our agency on 6/*/13, for issues for $When this order was placed, the delivery information associated with the account could only have been entered into our system by whoever placed the order, whom we are assuming was ***
*** *** as it is his credit card information and email address that are linked with the account, both of which seem to be correct as he has since signed into his account and made changes to his address as well as canceled the subscription in questionWhen we contacted the publisher about this matter, they informed us that the delivery address that was originally entered in our system, that the customer states was incorrect, was being mapped to the address that he states is correct, which indicates at some point, he updated his address directly with the publisher and his subscription should have been delivered as expectedSince the address was updated directly with the publisher, this could have resulted in the outdated/incorrect address still showing up in our system, but it is ultimately what the publisher has on file that determines where the subscription is delivered to, so there should not have been any issues with deliveryWhen *** *** *** originally placed this renewal subscription, he agreed to the terms of our Safe Renew program that are clearly stated on the check out page prior to purchase and in the receiptUnder these terms, he was recently charged for the renewal of his subscription, for $39.99, which is the current price the publisher has authorized us to sell the subscription for, which can be seen on our websiteOn 5/*/*** *** signed into his account and canceled this renewal order and, per our day money back guarantee, we issued him a refund for the entire purchase price of $At this time, he also updated his address in our system to the correct address that had been listed with the publisherWe sincerely apologize for any confusion/inconvenience but we do pride ourselves on running a business that is open, honest, and guarantees 100% customer satisfactionWe are constantly looking for ways to improve customer communications and your comments are helpful in this endeavor
When *** *** originally purchased the subscription to The Week, delivery information for the magazine was stated clearly on the order pageIncluded in this information is that the to week delivery periods are not a warranty, and are simply the standard industry lead times and while every
effort is made to expedite orders, occasionally subscription orders may not be received for longerOnce we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycleThis particular order was made on November **, 2015, and we sent the order to the fulfillment house on December *, Publishers ask to allow two weeks for them to process orders once they receive them, which this order wasWe also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industryIn reference to *** ***’s request for the subscription to be extended for extra months, we have spoken to the publisher, and because the issues have been sent out and none have been returned so far, the most they can extend her subscription by is one monthTo make up for this difference, we have issued her a refund for monthsThe next issue they should expect to receive is the February **, issue and the expiration date on this subscription has now been pushed back to 1/**/We sincerely apologize that their subscription has not been delivered as expected Again, we sincerely apologize for any upset/inconvenience this may have causedWe are constantly looking for ways to improve customer communications and your comments are helpful in that endeavorPlease let us know if you have any further questions
Revdex.com:I received notification that the magazine renewal has been cancelled
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,
*** ***
When the customer originally placed a renewal order for their subscription to Consumer Reports with our agency, they agreed to the terms of our Safe Renew program that are clearly stated on the check-out page prior to purchase and in the receipt: “Safe Renew Offer: As an added benefit you will...
receive uninterrupted service and delivery of Bloomberg Businessweek and your subscription will be automatically renewed at the lowest publicly available rate on our website. You won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least 45 days before your credit card is charged. You may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at any time during the lifetime of the subscription term by either calling the number on that renewal card, calling our customer service line (during business hours) or by signing into their online account, which was set up at the time of purchase. We offer many ways to opt out of one’s subscription to help guarantee your satisfaction. The publisher’s fulfillment house received the subscription order and all previous renewal orders. We have canceled this customer’s renewal order and issued a full refund as per our satisfaction guarantee. Again, we sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor.
When [redacted] originally purchased the subscription to National Geographic En Espanol, delivery information for the magazine was stated clearly on the order page. Included in this information is that the 6 to 8 week delivery periods are not a warranty, and are simply the standard industry lead...
times and while every effort is made to expedite orders, occasionally subscription orders may not be received for longer. Once we have sent an order to the fulfillment house, it is out of our hands and can take up to two weeks before the publisher processes the order, at which time it is added to their next production cycle. This particular order was made on November **, 2015 and we sent the order to the fulfillment house on November **, 2014. Publishers ask to allow two weeks for them to process orders once they receive them, which this order was, as it was processed by the publisher on November **, 2015. Due to the timing the order missed the cutoff for printing of the January 2016 labels, pushing the starting issue of the subscription to be the February issue, which the customer should receive by March *, 2016. We also wish the delivery times were shorter, but unfortunately, this is standard operating procedure in this industry. The term of this subscription is 12 issues which if the subscription starts with the February 2016 issue, will expire with the January 2017 issue. In reference to [redacted] request to be sent her first magazine this month, as it is stated on our order page to “please note that your subscription ultimately starts when you receive your first issue, not when you place your order,” so unfortunately, it is not as simple as sending her the missed issue, as her subscription has not technically started yet. She can still expect to receive her full subscription and we sincerely apologize that her subscription has taken longer than she expected to start. Again, we sincerely apologize for any upset/inconvenience this may have caused. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Please let us know if you have any further questions.
[redacted] is NOT a customer of ours. The publisher of this publication has numerous outlets where they have authorized their products for sale but you must contact the publisher or the original vendor for customer service and we are neither in this instance. Contrix Inc. [redacted] is...
a destination website for nearly 1000 magazine titles but you have to have originally ordered from us directly for customer service assistance. It is possible he found our agency mistakenly while searching online for [redacted] customer service but this persons’ name, address, email address and phone number do not exist in our database so they never placed an order with us. In reference to her being harassed for renewals or payments, we do no outbound calling or bill mailings so this also could not be from our company as to order from us you must pay with a credit card upon ordering and this person has never ordered from us nor has anyone ordered for him (in the case of a gift subscription). We would suggest he contacts the publisher for [redacted] directly as they can tell him where the subscription was originally purchased and file the complaint correctly. We sincerely apologize for any confusion and regret that we are unable to help with subscriptions that were not ordered through our agency. We consider this to be a closed matter as it relates to Contrix Inc.
We are only aware of the subscriptions that are placed on [redacted] and not through any other source including the publisher which is why we state that it is possible our account manager expiration might not match the publisher record. The expiration date in the account manager at...
[redacted] is estimated based on industry standard publisher lead times and doesn't account for a currently serving subscription, any postal delays, frequency changes or any other possible unforeseen problems that might occur which is why it must be updated from time to time. The mailing label expiration date is going to be the correct one 90% of the time but again we won't know what that is until you receive the first issue. So, it is very possible that the account manager's expiration date doesn't match the mailing label expiration date. If it doesn't, we allow you to update it in your account manager (or let us know what the expiration date on the label says and we'll do it for you) so you can accurately manage your subscriptions from all sources. That said, every order placed at Magazine-Agent was forwarded to the publisher’s fulfillment house to be added to the appropriate subscription record which is simply known as “stacking” which is why the expiration date is so far in the future. It is the publisher discretion as to which subscription serves in what order. We are more than happy to cancel and issue refunds for the amount desired. We sincerely apologize for the confusion/inconvenience but we do pride ourselves on running a business that is open, honest and guarantees 100% customer satisfaction. We are constantly looking for ways to improve customer communications and your comments are helpful in that endeavor. Tell us why here...
As we explained in our previous response, the only way that [redacted]’s information (the incorrect address as well as the correct name, credit card information, and email address) was from [redacted] or someone ordering the subscription on his behalf. Because his email address and credit card information all seems to be correct, it seems that possibly when the order was placed, the customer simply made an error when entering in the delivery address (from time to time, as with anything, customers do make mistakes and accidently type in incorrect or incomplete addresses). We do not have access to any of our customer’s bank account numbers so the fact that the incorrect address contained numbers from his bank account number lead us to believe further that it was simply a typo on behalf of the customer. When this renewal order was placed, the terms of our Safe Renew program are clearly stated in the check out prior to purchas e and in the receipt: “Safe Renew Offer: As an added benefit you will receive uninterrupted service and delivery of [redacted]’s your subscription will be automatically renewed at the lowest publicly available rate on our website. You won't be bothered with any renewal notices in the mail; instead, you will receive a clearly marked reminder at least 45 days before your credit card is charged. You may opt out of the automatic renewal program at anytime by contacting customer service.” We realize that someone might not read this for any number of reasons and that’s why we send a renewal notification card and allow the customer to opt-out (or opt back in) at anytime during the lifetime of the subscription term as we guarantee your satisfaction. The charge made to his card for $14.97 on 5/*/14 was for the automatic renewal of his subscription from the order he originally placed on 6/*/13 (per the terms of our Safe Renew program). Despite the term of this renewal being entirely served out, we are happy to refund him the full amount. At this time, we have canceled and refunded him for the most recent renewal (renewed on 5/*/15), disabled the Safe Renew program for his account, and refunded him for the previous renewal of his subscription that has already served its term (renewed on 5/*/14). If the customer has any further requests we are more than happy to try and solve them! We thank you for bringing this issue to our attention and regret that the custo mer did not notify us of his dissatisfaction sooner. We sincerely apologize for any confusion and inconvenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The problem with the company’s narrative is their premise that I (or someone on my behalf)placed an order with them. This never happened. Until I saw that they hadtaken my money through use of my credit card, I had never heard of thesepeople, never dealt with them in any way.What is a more believable explanation is that someone hacked my credit card and bank account info (I had used that card atTarget). That is why I have filed a police report and why I am continuing to pursue this. The only beneficiary ofthis transaction is the company who used my credit card.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]Complaint ID# [redacted]Customer Information:[redacted]
[redacted]Message:Our
customer is [redacted] at the same address which I assume is related to the...
complainant.
Going forward I will refer to [redacted] as our customer.A subscription was originally placed for [redacted] to The Family Handyman through our subscription agency. When this order
was placed, the customer agreed to the terms of our Safe-Renew program that are
clearly stated on the subscription order page prior to purchase and in the
receipt which can also be turned off or on at any time by the customer by
logging into their account or calling customer service. However, we realize
that there is a possibility a customer may fail to read these terms, we send
out a reminder post card via USPS prior to renewal (the post card mailing [redacted] is referring to) with the option to call our toll free number or use a
convenient website and remove their subscription from the renewal program. Our
records show that the customer did indeed call the number on the post card on 11/**/15
and successfully removed his subscription from the automatic renewal program.
It seems as though the customer may have misheard the recording that stated
that he had been “successfully REMOVED” rather than “successfully renewed,”
which I believe is where the confusion and this complaint is stemming from. We have confirmed and he has indeed been REMOVED
from the automatic renewal program and we assure you that his subscription will
not be renewed by our agency unless he wishes to do so manually. We sincerely apologize for any
confusion/inconvenience over mishearing the recorded script. Our
business has grown over the last 17 years thanks to feedback from clients such
as yourself. We hope that you are satisfied with the resolution of your
complaint and want to thank you for taking the time to provide us with your
feedback.Kind Regards,Guy H[redacted]Vice President of Operation[redacted]