Heartland America, Inc.

Initial Business Response /* (1000, 5, 2015/06/17) */
Dear Mr. [redacted],
Thank you for contacting us in regard to the Portable Ice Maker, item #[redacted], from your order #[redacted], dated March 10, 2015.
I am sorry if this item is not working properly. As stated by the customer service...

representative on June 12, 2015, this item is past our return policy, however; we would allow the return of this item for an exchange or store credit.
Please return this item within 30 days. Please include your customer information and if you would like an exchange or store credit. Once this item is received, your request will be processed.
We apologize for any inconvenience this may have caused. We look forward to your continue patronage.
Sincerely,
Kara [redacted]

I am rejecting this response because:
See Attached.

Dear Mr. [redacted],Thank you for contacting us in regard to the over weight shipping charge for your Sherpa Blankets. I have researched your behalf. As stated in the advertisement for this item, there is a $9.95 overweight shipping charge for each blanket. The shipping charges are determined by...

the weight and size of the items that the charts with our shippers supply. As a one time good will gesture, I have issued a refund, in the amount of $19.90 to your credit card for the over weight shipping charge that was applied to your order. Please allow 3-5 business days for the refund to reflect your credit card statement. We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

I am rejecting this response because:
Since your last denial, we have received an invitation to claim an adjustable bed thanks to you.....And, we also received your latest catalogue.  Not exactly off your mailing list.As long as we receive documentation addressed to Chuck [redacted], we know where it is from.Deanne [redacted]

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

the membership, which states that the membership is automatically renewed, 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, on December 30, 2016 your memberships were cancelled, and a total refund in the amount of $89.96 was issued to your card. I have removed the renewal codes on your account so you will no longer be renewed. 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]

Dear Mr. [redacted],  Thank you for contacting us in regard to the total cost of your order. I am sorry if there was any confusion when placing your order.  I have researched your account on your behalf. I was able to listen to your phone conversation with the Customer Service representative...

when placing your order. Your phone call was approximately 37 minutes long and the representative explained the total cost of your order if you joined the memberships and what the total cost of your order would be if you had not. In the conversation, you agreed that you would like to join the Value club membership which applied 10% off of your order and you also agreed to join the Priority Plus membership, which provides you 3-5 business days for shipment unless an item is on back order, the item would be shipped to you within 3-5 business days once we receive the merchandise. As a thank you for joining the memberships, you will be received $50.00 in Heartland dollars. These will be mailed to you within 3-5 weeks. I have attached a copy of your invoice and the advertisement for the Solar Lights, item #64664, which does not show an additional discount for purchasing 20 lights. Please note, that because your items were shipped separately, your invoice is split. I am unable to attach the 5th image. I will send this in a separate response.  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 order for the 2 Core Tablets. I have researched your account on your behalf. Our records indicate that when the order was first placed a pending charge was placed. Unfortunately, when the order was ready for shipment, we were...

unable to receive an authorization from your credit card. On August 8, 2016 we contacted you and we were requested to re-run the charge. Unfortunately, again we were unable to receive an authorization. On August 16, 2016 we contacted you and were notified to cancel the order. Your credit card was not charged and the pending authorization was cleared from your account within 3-5 business days from the date of order. Please contact Your Credit Card Company regarding this transaction. I hope this information has helped. We look forward to your continued patronage. Sincerely, Kara [redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Mr. [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.
When you originally signed up for the Value Club America...

membership, a packet of information was sent to you explaining the details of the membership, which states that the membership is automatically 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 and refunded each years memberships.Please allow 3-5 business days for the refund to reflect on your account.
I apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy with the refund. I have never excepted an annual renewal from any business and would stop doing business with them if it was a mandate. I believe I had originally signed up for membership on the phone and if I was advised of an annual membership renewal I would have declined. I appreciate Heartlands quick response and solution. Thank you [redacted]

Initial Business Response /* (1000, 5, 2015/11/18) */
Dear Mr. [redacted],
Thank you for contacting us in regard to the catalogs you have received in your father's name.
I am sorry that you are receiving these catalogs. Per your request I have requested his information to be removed from...

our mailing list. Please note that our catalogs are pre-printed so you may receive up to 2 additional catalogs.
Because many companies get information from other companies, I would suggest also contacting the Direct Marketing Association. You can write to them at the following address:
DMA
PO Box 643
Carmel, NY 10512
Attn: Mail Preferences
We apologize for any inconvenience this may have caused.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr. [redacted], Thank you for contacting us in regard to your order for the Polaroid Camera, item #78308B. I have researched your account on your behalf. Unfortunately, we have not received this item as expected from our vendor. The new expected arrival date is December 14, 2017. Please...

note as stated on the back order emails, we cannot guarantee the arrival date of this item and the back order date is subject to change. Heartland America has only processed a pending charge for this item. You will not be charged until this item is shipped. If you wish to cancel your order, you may do so before the item is shipped. 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 us in regard to your order for the Transform Ab Machine, item #[redacted]. I have researched your account on your behalf. Unfortunately this item was on back order. Our records indicate that we did mail notification of the back order. I am sorry if you...

did not receive your notification cards. Unfortunately, our refund checks are only processed once a week. Once our refund checks are processed, they are then held for one week. Our records indicate that your refund check #[redacted], has been processed and will mail today. Please allow 7-10 business days to receive We apologize for any inconvenience this may have caused. We look forward to your continued patronage. Sincerely, Kara [redacted]

Initial Business Response /* (1000, 5, 2016/03/22) */
Dear Mr. [redacted],
Thank you for contacting us in regard to a charge, in the amount of $125.93.
I have researched your account on your behalf. Our records indicate that on March 10, 2016, our Sakes Department contacted you regarding our...

memberships.
At that time, you agreed to join the Value Club membership, which gives you 10% off all of your orders. The membership was a cost of $29.99 and the representative also issued you a retro refund, in the amount of $36.00. You also joined the Value Club Elite program which gives you free shipping on all of your orders up to $29.99. The cost of this membership was $29.99 and the representative issued a $8.95 retro refund.
Per your request on March 15, 2016, your Elite membership was cancelled and a refund less your saving of $8.95, for a total refund of $21.04 was issued to your credit card. Because you saved $36.00, there is no refund due for the Value Club membership.
Our records do not indicate a charge, in the amount of 125.93 posted to your account. Please provide a copy of your bank statement so that I can further research your account.
I hope this information has helped. We look forward to your continued patronage.
Sincerely,
Kara [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is true what Heartland America is saying.

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Mr. [redacted],
Thank you for contacting us in regard to the cost of your order.
I have researched your account on your behalf. Our records indicate that there was previous balance due from your order #[redacted], dated December 15, 2014,...

in the amount of $13.00. When your order was placed the customer service representative did not explain that this amount would be applied to your current order.
Because this was not explained, as a one time good will gesture, I have issued a refund, in the amount of $13.00. Please allow 3-5 business days for the refund to reflect on your credit card.
Please see the attached invoices for your review.
We apologize for any inconvenience this may have caused. We look forward to your continued patronage.
Sincerely,
Kara [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.  Yes, I accept and am awaiting the delivery of the item.  This is Upon receipt, this will resolve the problem to my satisfaction.  Thank you for your assistance.  FYI the same item was just sent to me in a new email advertisement for the EXACT price as before..what we now agreed on!???

Dear Mr. [redacted]: Thank you for contacting Heartland America in regard to the Portable Ice Maker, item #34396, from your order #[redacted], dated September 13, 2015. I am sorry if this item is not working. Unfortunately, Heartland America does not stock or sell parts. Regrettably, this item is...

imported, and we are unable to offer any manufacturer  information. At Heartland America, our customer's satisfaction is very important to us. If you are not completely satisfied with an item purchased from Heartland America, you may  return it within 30 days for a full refund of the merchandise price. After 30 days, items may be returned for merchandise credit (Up to 90 days). Some restrictions may apply.     Unfortunately, this item is well beyond our return policy. We would suggest contacting your local electronics or hardware department store where they may be able to assist you.   We apologize for any inconvenience this may have caused.  Sincerely,  Kara [redacted]