Heartland America, Inc.

Dear Ms. Moore, Thank you for contacting us in regard to your refund for the return of the Pro-Air Fryer, item #69589, from your order #8732902. I am sorry if this item had scratches. I have researched your account on your behalf. Our records indicate that this item was new and was not...

used before shipment. When the item was returned to Heartland America, the invoice did not state the reason for the return. Per our terms and conditions, all merchandise is subject to a return adjustment fee. Heartland America applied a $2.98 return adjustment fee on your refund. I have attached a copy of the invoice showing that there was a balance due, in the amount of $7.95, therefore; when the return of the fryer was processed, the balance due, in the amount of $7.95 was deducted from your refund. As a one time goodwill gesture, I have issued a refund, in the amount of $2.95 for the return adjustment fee. Please allow 10-15 business days to receive your refund. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara Ness

Dear [redacted], Thank you for contacting us in regard to your refund for the return of your Belt, item #63817H. I have researched your account on your behalf. Our records indicate that you had 3 previous balance due from your previous orders. When you returned the belt, the total...

previous balance due, in the amount of $25.98, was applied to your return, leaving a current balance due, in the amount of $5.99. I have attached a copy of each transaction for your review. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for your response. Our records indicate that a full refund was issued to your credit card ending in [redacted]. Please allow 3-5 business days for the refund to apply to your account. Sincerely, Kara [redacted]

Dear [redacted] E. [redacted]: Thank you for contacting Heartland America in regard to the total cost of your order. The cost of the QFX LED TV, item #82004, is $144.43 and the cost to order the Bamboo Cushion, item #81315 is $22.21. Unfortunately, the Stacy Adam shoes is no longer available in the size...

requested and was cancelled from your order. The overweight shipping charge for the TV is $8.95, and the order processing fee is $3.99.  The total cost of your order s is $179.58.  You paid $201.02. Because the shoes were no longer available, we issued a refund in the amount of $21.44. I have attached the copies of the invoices for your review. Please note that because the two items were shipped separately, there are 3 split invoices. Page 1, showing the total of the entire order, page 2 showing the total cost to order the TV, and page 3, showing the total cost to order the cushion and your refund. I hope this information has helped.  We look forward to your continued patronage.  If you have any further questions, please do not hesitate to contact us.Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for your response. Per your request, once the item is returned your exchange will be processed. If for some reason, the item you are requesting is no longer available, a refund will be issued. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to your Portable Speaker, item #33628, from your order #[redacted]. I am sorry if you have not received this item. Our records indicate that this item was delivered to your residence on June 20, 2016. On June 29, 2016, we were contacted stating...

that this item was not received. At that time, the Customer Service representative stated that due to the cost of the item, Heartland America would initiate a driver follow up trace on the package with the United Parcel Service (UPS). UPS has contacted us and stated that they are unable to reach you. UPS is requesting that you call them at ###-###-#### in order for the trace to be finalized. Once this information has been received, this matter will be resolved. We apologize for any inconvenience this may have caused. We look forward to your continued patronage.Sincerely, Kara [redacted]

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Ms. [redacted],
Thank you for contacting us in regard to the Binoculars, item #[redacted], from your order #[redacted].
I am sorry if you were not satisfied with this item. As stated in our terms and conditions, Heartland America is not...

responsible for the cost of returning merchandise and there is a restocking fee applied to all items returned.
Because you were not satisfied with this item, Heartland America is not responsible for reimbursement. However; because you are a valued customer, as a one time good will gesture, I have issued a refund, in the amount of $2.95 for the restocking fee and $12.62 for the cost of returning this item, for a total refund, in the amount of $15.57. Please allow 3-5 business days for this refund to reflect on your credit card.
We apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]

Dear Ms. [redacted],  Thank you for your response. I am sorry if you are not satisfied that we did not agree to pay the return shipping cost. As shown in the advertisement and description for this item, it does not state that the bread maker will process the dough. Because this was not an error on Heartland Americas behalf, there is no refund due for the cost of returning this item. We apologize for any inconvenience this may have caused. Sincerely, Kara [redacted]

Dear Mr. [redacted], Thank you for contacting us in regard to your refund for the return of the NAXA Boom box, item #67488. I have researched your account on your behalf. Our records indicate that your refund check #[redacted] has been processed. Your refund check will mail within 5-7 business...

days. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Better Busi[redacted] Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Thank You so much in helping me with Heartland America.[redacted]

Dear [redacted],Thank you for your response.  As stated your refund was posted to your credit card on August 30, 2016. Please contact your Credit Card company regarding your refund. As stated on every order form and in our terms and conditions, Heartland America is not responsible for the cost of returning items, however; in some cases Heartland America will send a pre-paid label to return items at no cost to the customer. Unfortunately, because this item returned for an unknown reason, Heartland America is not responsible for the cost of returning this item. I hope this information has helped. Again, we apologize for any inconvenience this matter has caused. Sincerely, Kara [redacted]

I am rejecting this response because:I corrected the address that Heartland wrongly had for me in their website. heartland is aware of my current address and they use it regularly to contact me
by sending me monthly catalogs. If their website is functioning poorly, it is not my responsibility but the fault of their web design. I do not use their website so I have no opportunity to update the incorrect address they have on their website. I placed an order, I entered my correct address, I paid for the order using a credit card supported by my current address, which they accessed to receive payment. They were therefore well aware of my current address at all times and wrongly shipped my order to that address  (at least that is what they claim) I have no responsibility for their shipment. I am not even sure that that is a fact. In the first instance, when I reported the matter, their representative confirmed that the address they had for me and my account, (which was also used for the Order), in their system was my current address and wondered how it was that the Order was shipped it to the wrong address.In summary, I ordered a product, I addressed the Order correctly, I paid for it and I need to have it delivered to me at my current address, of which Heartland is well aware. It is utterly ridiculous that Heartland is inconveniencing me for their faulty records or systems and customer service of the worst type.respectfully submitted,[redacted]

Initial Business Response /* (1000, 5, 2016/01/21) */
Dear Mr. [redacted],
Thank you for contacting me in regard to your refund.
I have researched your account on your behalf. Our records indicate that your refund check was mailed on January 15, 2016. Please allow 5-7 business days to receive...

your refund.
We apologize for any confusion this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 6, 2016/01/21) */
Per a phone call from the customer, he stated that he has received his refund.

Dear [redacted] and [redacted],  Thank you for contacting us in regard to your refund. I have researched your account on your behalf. Our records indicate that your refund check was mailed on February 14, 2017. Please allow 5-7 business days to receive your refund.We apologize for any...

inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Mr. [redacted],  Thank you for contacting us in regard to your replacement order for item #40008. I have researched your account on your behalf. Our records indicate that this item was delivered to your residence on August 24 at 4:36 pm, which is the same date that your claim was submitted. If...

you still have not received your item, please call as at our toll free telephone number ###-###-#### and a Customer Service representative will be able to further assist you. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Dear Ms. [redacted]: Thank you for Contacting Heartland America in regard to the charges applied to your credit card for the yearly renewal of your Value Club America membership and your Elite Club America membership. When you originally signed up for both memberships, a packet of information was sent...

to you explaining the details of the memberships, which states that the memberships will automatically be renewed yearly, unless you notify us that you wish to cancel.  Each year, five weeks prior to the anniversary of each membership, letters are sent to our customers, alerting them that their membership will be renewing shortly.  Per your request, I have cancelled your Value Club membership, and issued a refund to your credit card, in the amount of $44.98.  I have removed all the membership codes from your account and you will no longer be charged. We apologize for any inconvenience this may have caused. We look forward to your continued patronage.  If you have any further questions, please do not hesitate to contact us. Sincerely,Kara [redacted]

Initial Business Response /* (1000, 5, 2016/02/19) */
Thank you for contacting Heartland America.
I have removed this name and address from our catalog mailing list:
[redacted]
Chester NJ 07930
The Heartland America catalog is printed in advanced so you may receive 1-2...

more catalogs. After that though, they should stop.
I apologize for any inconvenience and or confusion this may have caused.

Initial Business Response /* (1000, 5, 2016/03/09) */
Dear [redacted]:
Thank you for contacting us in regard to the charge, in the amount of $29.99, that was applied to your credit card on March 7, 2016.
I have researched your account on your behalf. Our records indicate that on March...

3, 2016 our Outbound Sales department offered information regarding our Value Club membership. I apologize if they did not explain that the cost to join the membership is $29.99. The information provided is important and has been given to the Outbound Department Sales Manager.
The Customer Service representative did issue you a Value Club 10% retro refund, in the amount of $6.00 for your order #30980087 and also $15.00 refund for your order #[redacted]. The cost of your membership deposit was $29.99, minus your savings of $21.00, equals a refund in the amount of $8.99. Your refund has been issued to your credit card number ending in [redacted].
We apologize for any confusion this may have caused. We look forward to your continued patronage. If you have any further questions, please do not hesitate to contact us.
Sincerely,
Kara [redacted]
Kara [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund received and accepted. Heartland does illegal practices, I was not told I was joining a membership, I was told they owed me a refund, I did not agree to paying for a membership and again was not told that this was what they were discussing. They are dishonest and I do not do business with dishonest companies. So this case is closed, I just want Heartland to stop lying to customers...
Final Consumer Response /* (2000, 8, 2016/03/09) */

Dear Mr. [redacted]. Thank you for contacting us in regard to your order for the Genuine Cowhide Briefcase, item #43313, from your order #27693881, dated March 16, 2014. I am sorry if the representative, did not provide you the proper information. As stated on every invoice and order form, our terms...

state that all merchandise can be returned within 30 days for a refund and up to 90 days for a 100% store credit. Unfortunately, because this item was purchased on March 16, 2014, we are unable to offer a refund or store credit. Per your request, I have removed you from our mailing list. Please note that our catalogs are pre-printed and you may receive an additional catalog. We apologize for any inconvenience this may have caused.Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2016/01/05) */
Dear Ms. [redacted],
Thank you for contacting us in regard to the Hoover Floormate, item #59315.
I am sorry if this item was defective and if you did not receive good customer service. The information you provided is appreciated and has been...

forwarded to the customer service representatives supervisor.
Our records indicate that the representative did request that a pre-paid label to be emailed to you so that you could return this item at no cost to you. If you have not received the return label, please let me know and I would be more then happy to send a replacement label.
Once this item is received a full refund will be issued.
We apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/01/19) */
I shipped the item back on 12/31/15 with the label provide and still have received my refund.
Final Consumer Response /* (2000, 20, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took over a month to get my refund, which I think is unacceptable, but since I did get the refund I will accept their response. I doubt my package took a month to get from Texas to where it was returned to. I will never do business or recommend this company to anyone!!!
Final Business Response /* (4000, 17, 2016/02/09) */
Dear Ms. [redacted],
Thank you for contacting us in regard to your refund.
Our records indicate that a full refund, in the amount of $67.91 was applied to your PayPal account on February 3, 2016. Please review your records. If for some reason, you are unable to locate this transaction, please let me know.
Sincerely,
Kara [redacted]