Eaglemoss Inc.

Customer called on 10/** to cancel because she misunderstood the terms of the subscriptionWhen an order is placed the customer has to check/approve that they understood the terms before the order
is submittedIt was explained to the customer that a shipment already had been processed.An automatic email is send to customers when the product is shipped detailing the tracking numberSubsequent to shipment, the customer is chargedThis occurred on 10/**This is what prompt the customer to call Customer ServiceThe customer was cancelled on 10/**On 10/**, the customer called to confirm that her account was cancelledThe customer was refunded $Shipping & Handling are not refundable and is stated in the return policy

[redacted], For quality assurance, all of our calls are recorded, as well as our emails archived. Unfortunately, according to our records and the information we have on file for you, you did not contact us regarding your account prior to 2/**/2016 by email. If you had contacted us, our agents...

would have been happy to cancel your account. Our phone number is ###-###-#### and our customer service email is [redacted].Although according to our records, you contacted us for the first time on 2/**/2016, a refund has been issued for the last two shipments as a courtesy and you may return them at your earliest convenience. Your account has also been cancelled, as we indicated to you in our response to your email. We greatly appreciate your business.

Revdex.com:At this time, my complaint, ID [redacted] regarding Eaglemoss Inc. has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,
[redacted]

Customer called on 10/** to cancel because she misunderstood the terms of the subscription. When an order is placed the customer has to check/approve that they understood the terms before the order is submitted. It was explained to the customer that a shipment already had been processed.An...

automatic email is send to customers when the product is shipped detailing the tracking number. Subsequent to shipment, the customer is charged. This occurred on 10/**. This is what prompt the customer to call Customer Service. The customer was cancelled on 10/**. On 10/**, the customer called to confirm that her account was cancelled. The customer was refunded $23.85. Shipping & Handling are not refundable and is stated in the return policy.

In July, I canceled my subscription with this company. Not because I wanted to, but because I was about to go on maternity leave and needed to save some money. Today's date is September [redacted]. A little over two weeks ago, I checked my account and noticed that they had taken $29.95 from it. I called and emailed customer service and was told that I never canceled my holiday subscription, but I could get a refund if I sent the package back. I sent the package back on Tuesday, September [redacted] I checked my bank account this morning to see if they had refunded me. Not only had they not refunded me, but they had taken $29.95 from my account again. This company is 100% unprofessional and I highly recommend anyone stay away from them. It's not worth the heartache or the overdraft fees you'll have to pay when you don't expect them to be taking money out of your bank account.

[redacted], 
For quality assurance, all of our calls are recorded, as well as our emails archived. Unfortunately, according to our records and the information we have on file for you, you did not contact us regarding your account prior to 2/**/2016 by email. If you had contacted us, our...

agents would have been happy to cancel your account. Our phone number is ###-###-#### and our customer service email is [redacted].Although according to our records, you contacted us for the first time on 2/**/2016, a refund has been issued for the last two shipments as a courtesy and you may return them at your earliest convenience. Your account has also been cancelled, as we indicated to you in our response to your email. 
We greatly appreciate your business.

Revdex.com:At this time, I have not been contacted by Eaglemoss Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I learned of this business and their welcome kit, trial offer of a magazine and some cookie cutters from a coupon blog that I read regularly. The blogger claims to never have had an issue with this offer before and had posted it was no obligation to make further purchases. The company never disclosed that they would be shipping more product and charging my checking card $31 and change within 3 days of me ordering the welcome kit. When I called to speak to them they hassled me about canceling my account and what I agreed to. Also that I had to pay to ship the unwanted product back and they would not be refunding me the shipping and sales tax charged to my card. I argued with them about this and they only relented on the sales tax. They also said I could not refuse the package as they would not give me a refund if I refused the package I did not want. This company is a complete rip off and using the Disney name to rip off parents. Do not allow them to say that I agreed to this in their terms and conditions because never in their fine print when I signed up did it state that they would be automatically sending me more product within 30 days and charging me $31.48.Desired Settlement: I want a full reimbursement for the $31.48 charged to my checking card.

Review: My teen daughter signed me up for a trial without my permission. My credit card was charged $29.95 on 11/**. I called on 11/** and told the company my daughter did not have permission to sign up for this and I asked for the account to be closed and a refund for $29.95. The woman I spoke with agreed and said the account wold be closed, there would be no more charges, and I would receive a refund for $29.95. On 12/*/15 my credit card was charged $29.95 again. I called Baked and Delicious three times on 12/*. First woman I spoke with told me that my payment on 11/** had been declined and the charge on 12/* was for a new package that shipped out on 11/**. After the call I checked with the issuer of my credit card and saw that the charge on 11/** was approved then cancelled a couple of days later as was promised when I called on 11/**. So I made my 2nd attempt and asked to speak with a supervisor, the woman didn't tell me to hold on or anything, the line just went dead or she hung up on me. 3rd attempt- I spoke with a supervisor who told me that the person I spoke with on 11/** didn't have authorization to issue a refund so my card was ran again for $29.95. I let her know that it was my daughter who placed the order, not myself. She said it didn't matter. I would not receive a refund unless I ship any package back. I told her I didn't place the order and I would not accept the package. She then threatened me stating that the package will sit at the post office until they make me come down there to sign for the package. And I would not receive a refund unless I open the package and ship it back then it will be another 30 days before the refund is issued. I did not place the order. I've cancelled my credit card, and dispute the charge. The company was well aware on 11/** that I didn't place the original order and did not authorize the 11/** payment much less a payment on 12/*. Baked and Delicious knowingly charged my credit card $29.95 without my permission, which I'm pretty sure is illegal. Supervisor says it didn't matter who placed the original order, I am responsible to pay for any items shipped and must ship back any packages I receive to get a refund. The 11/** payment isn't the issue. It is the 12/* payment that is the issue. On 12/* I spoke with one person who lied to me, a 2nd woman who hung up on me, and finally a supervisor who threatened to delay a refund if I refused any package trying to be delivered. Since you record all calls please look up my calls and see where I let your company know I did NOT place the original order and did NOT authorize any charges to my credit card and Absolutely did NOT authorize a charge on 12/*. You will also hear that I was told the account would be closed and all charges cancelled or refunded within a couple days of 11/**. and that there would be no more charges on my credit card. I don't care if the person I spoke with on 11/** had authorization or not to issue the refund. You don't cancel a charge and then realize your mistake, so you just charge the card again. The shady crap I had to deal with today from your employees is disgusting and the people should know. I still didn't get an answer as to whether a package was shipped to me or not.Desired Settlement: I want a refund of $29.95. I want an apology. And I want your company to remove my name and credit card from your system even though the credit card has been cancelled.

Review: I initially signed up for the “Disney Cakes & Sweets Collection” around September *, 2015. I received email confirmation on that day. When I accepted the Terms & Conditions (“T&C”) online, I understood that this was a monthly subscription and that if I cancelled within a month of my first delivery, I would not be charged for any future deliveries.

On September **, 2015, I called to cancel my subscription. As it had been barely 3 weeks since I had initially subscribed, I did not expect to be charged for anything nor did I expect any deliveries. I received an email confirmation of my cancellation at 11:36 am that day. Imagine my confusion when, 10 hours later, I received an email confirming that my “issues” had been shipped from the warehouse and I would receive them in 7-10 days. I immediately emailed the customer service that I had cancelled my account and did not authorize any shipments or charges. I received a response the next day from Robert W[redacted] who confirmed that no shipments would be sent and asked me to call regarding a refund.

Imagine my surprise when I saw a charge for $24.93 show up on my bank account and when a package arrived at my house shortly thereafter.

When I received the package, I called customer service and spoke with Whitney. I had a very difficult time explaining to Whitney that I had cancelled my account and had not authorized the package to be shipped. She kept repeating that I had accepted the T&C, so I was liable for the charges. I agreed that I had initally accepted the T&C but that was voided when I cancelled my account PRIOR to the package being shipped. I did not feel that I should have to pay out of pocket to return a package that had been sent without my consent. Eventually Whitney gave me a courtesy credit of $5.85 to offset my out-of-pocket cost for return shipment. She explained that the $24.93 would be refunded once the package was received back at the warehouse.

On October **, 2015, I received a refund for $13.23. I called and spoke with a representative, whose name I do not recall, and she explained I would be receiving an additional refund of $10.62 within a week. The additional refund should have been $11.70, but I wasn’t going to fight over $1.08.

Yesterday morning I looked and saw that I had still not been credited the additional amount. I called and first spoke with Amber, who was argumentative from the start. She told me I had received my full refund since they are not required to refund shipping. I explained that I had been charged $24.93 and only received $13.23, so I had clearly not received my full refund. I asked to speak with a supervisor. Amber told me it was not normal business hours so I would have to wait for a callback. I had to ask her if she even had my phone number, which she did not. I also asked her who would be calling me back, and she said she was not allowed to tell me.

Four hours later, I received a call from Andrea. Andrea started off the call by again telling me I had received my full refund. I attempted to recount my multiple conversations and emails from the company, to no avail. Andrea kept talking over me and telling me that I was wrong. She refused to explain how an initial charge of $24.93 turns into a $13.23 refund. She refused to explain to me where the additional $11.70 went. She told me that the “courtesy credit” from Whitney was in fact part of the refund of my total charges, even though Whitney had never explained that to me in any way, shape, or form. I asked Andrea to review my call with Whitney. She called me back within minutes, and told me she had “listened to the important part of the conversation”. When I asked how she knew it was the important part if she hadn’t listened to the whole thing, she attempted to deflect my question. Eventually, tired of being yelled at for her company’s mistake, I asked to speak with HER supervisor. She instead blind-transferred me to a representative, who happened to be Whitney. I asked Whitney to put me back on with Andrea. Whitney placed me on hold for a few minutes and then came back on and told me I had been fully refunded. I asked who I was speaking to and she said “a supervisor”. I asked her name and she would not tell me. Finally she admitted that it was still Whitney. I reminded her that I had asked to speak with Andrea again, and she refused to put me back on. After a few minutes of this childish, unprofessional back-and-forth, she told me that Andrea had credited me the remaining $10.62 (again, it should be $11.70) and to have a nice day. I asked for email confirmation of this credit and she refused to do that as well.

I was sent a package for a cancelled account, had to pay out of pocket for it to be returned, was offered a courtesy credit to offset the out of pocket shipment cost, and STILL have not been fully refunded for the package that was returned over a month ago. Not only that, but the people I have spoken with have been argumentative and refuse to help me.Desired Settlement: I want the remaining $11.70 refunded.

Consumer

Response:

At this time, I have not been contacted by Eaglemoss Inc. regarding complaint ID [redacted].Sincerely,[redacted]

In July, I canceled my subscription with this company. Not because I wanted to, but because I was about to go on maternity leave and needed to save some money. Today's date is September [redacted]. A little over two weeks ago, I checked my account and noticed that they had taken $29.95 from it. I called and emailed customer service and was told that I never canceled my holiday subscription, but I could get a refund if I sent the package back. I sent the package back on Tuesday, September [redacted] I checked my bank account this morning to see if they had refunded me. Not only had they not refunded me, but they had taken $29.95 from my account again. This company is 100% unprofessional and I highly recommend anyone stay away from them. It's not worth the heartache or the overdraft fees you'll have to pay when you don't expect them to be taking money out of your bank account.

Review: I recently ordered a Introductory package of the Disney Cakes and Sweet collection from EagleMoss. I received one email (Sept [redacted], 2015) stating that I would receive my item in 21 days and was charged the agreed $4.95. In the email it did not state anything about a membership nor did I see anything on the website. The email also did not state I would be charged in the future if not cancelled. Today ( Oct *, 2015 ) I woke up to a charge on my bank account for $29.70 so I called immediately to find out why and get it refunded and cancelled immediately. The representative was rude and stated they sent out emails with this information and that she couldnt cancel or refund the charge because it was already sent. I asked her to cancel whatever membership they had me under because I did not want and she tried to tell me I could only suspend my account for a couple months and that she could lower the membership price. I repeatedly told her I wanted to cancel the membership completely as I wanted nothing to do with the company. She then still tried to sell the product that was already shipped stating that if I didnt return it she could refund me 20cents and the membership would be closed. I continued to tell her that I want a full refund and want the membership cancelled not suspended and that I want to return the package coming and how to do that. She told me I would have to pay out of pocket to mail back their mistake and only get a portion of the refund back because they wont refund shipping costs.Desired Settlement: I would like to get a full refund and not have to pay for shipping on something I wasnt even aware that was coming. I never received any emails except the initial email stating that I ordered the intro kit which did not state anything about a membership or that I was going to be charged in the future.

Business

Response:

Customer called on 10/** to cancel because she misunderstood the terms of the subscription. When an order is placed the customer has to check/approve that they understood the terms before the order is submitted. It was explained to the customer that a shipment already had been processed.An automatic email is send to customers when the product is shipped detailing the tracking number. Subsequent to shipment, the customer is charged. This occurred on 10/**. This is what prompt the customer to call Customer Service. The customer was cancelled on 10/**. On 10/**, the customer called to confirm that her account was cancelled. The customer was refunded $23.85. Shipping & Handling are not refundable and is stated in the return policy.

Review: I signed up for a subscription of Baked and Delicious magazine. After a month and a half, I canceled my subscription. I received a confirmation number and a confirmation e-mail. That was Aprill [redacted], 2015. I noticed upon looking at my bank account that my account had been charged by Baked and Delicious. There was a debit from them for $25 and some change on 4/**/15. I called their customer service to inform them of the charge and to get the issue resolved. The lady I spoke to told me that she was seeing on her end that they had credited my account the $25. I told her that I have a debit from them on my bank account and have proof. She proceeded to tell me that she shows it as a credit so there's nothing she can do about it. That I need to take it up with my bank. I then asked to speak to a [redacted] and she told me that the [redacted] would just tell me the same thing. I insisted on speaking to a [redacted] still. She told me no [redacted] was there and told me they would have to call me back. I had to have my bank freeze my card and had to file a merchant dispute. The issue STILL has not been resolved!Desired Settlement: I would like a full refund and even an apology. The lady I spoke to was very rude about the situation implying that I was lying. On top of it all, the situation wasn't resolved.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Eaglemoss Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I had my account for Disney Cakes & Sweets Collection on hold so I can call and cancel. they told me that it will not be shipped. I never got it in the mail. I called to cancel the lady on the phone canceled and sent me an email I informed her that 39.68 was taken out of my bank account she said because it was shipped I told her no it wasn't she said that it was delivered the week before I said I have not got and( I even went that day to check my apartments office they said we didn't have any and we had already got all from last week ) she told me there is nothing they can do for me I told her I was mad and just want the refund (if I had I would just mail it back and get the refund ) she said it was delivered I told her no its not here and just told her ok bye. she was acting like I was lieing and really made me feel like she was being rudeDesired Settlement: I just want my full refund and a sorry im 8 months pregnant and it has been a lot of trouble with this company

Review: I've tried cancelling my subscription service to this company twice and they continue to send me items and auto charge me. They are non -responsive. My Account number is: [redacted]. Their Customer Service phone number is: ###-###-####.

Any help is appreciated.Desired Settlement: Please refund or credit me back for the last 2 shipments including the one they shipped earlier this week. Thank you.

Business

Response:

[redacted], For quality assurance, all of our calls are recorded, as well as our emails archived. Unfortunately, according to our records and the information we have on file for you, you did not contact us regarding your account prior to 2/**/2016 by email. If you had contacted us, our agents would have been happy to cancel your account. Our phone number is ###-###-#### and our customer service email is [redacted].Although according to our records, you contacted us for the first time on 2/**/2016, a refund has been issued for the last two shipments as a courtesy and you may return them at your earliest convenience. Your account has also been cancelled, as we indicated to you in our response to your email. We greatly appreciate your business.