Legal/ Costumer Service advice needed (long rant)

Costumer Service advice needed (long rant) ** Update post 20 **

If this is against any rules of the forums, please let me know... but I need to take this out of my system and ask for advice...

I'll try to put this in the best English I can because I'm so mad and frustrated that I can't even think straight.

In March 19th (5 months ago) I buy a one year susbcription to the CK Magazine. Since I'm not in the United Staes I paid full price not a promotion. They point very clearly that international costumer should wait between 45 to 60 days for the first issue... I wait, and wait and wait... Two months and a half later I decided to send a note asking where is my magazine. They sent me one of those pre-made standard answers saying that they ran out of magazines and they will extend my subscription one month. Fine...

I wait the next month and nothing... Sent another complain just to have the exact answer (copy/paste word by word just changing the month) "We ran out of magazines, we extend your subscription... bla bla bla".
I sent them back another e-mail a little upset because this was the second month in a row with the same answer (remember we are in this point in July and I paid my subscription in March). They answer me that my copy of the JULY magazine was on the way and I should have it in my hands by August 9th. I said ok, but If I don't get this one I'll cancel my subscription.

August 9th came and went with no magazine. I still waited a couple more days to sent an e-mail asking for a cancellation of my subscription and a refund... because is absurd that have been 5 months and I don't have even the first issue of the magazine.

Well, they answer me that they are canceling my subscription and refund me HALF of the money "and please take notice that your last issue will be October 2008"... WHAT???? Hello!!! how can they said they will refund me HALF when I didn't get not even ONE magazine... And last issue October??? Please, I'm still waiting JUNE!!!! I expect FULL REFUND as is their fault that I didn't get my magazine (and IS their fault as I'm subscribed to other US magazines and I get them fine and on time).

I don't know there in the Big US, but in here my little Country this is illegal. They are stealing my money and charging me for something I never get. The worst part is most banks just accept complaint within the first 60 days of the purchase... and they (CK) shake that responsibility very easy just saying that the first issue will take from 45 to 60 days.

I'm soooo mad that I'm crying. I know the $43 I paid are no biggie for CK Magazine, but are a biggie for me. And I was really looking forward to get the magazine. So if they even try to find a way for me to get the magazines I'll be happy. But I totally refuse to give away my money... and if I was in the mood for charity I'll chooose someone who need it.. not them!!!

Does any of you have any legal advice on how can I file a more serious complain about this... is just not right, not right...

(more angry crying) Thanks for listen

Oh, that's just BS! You have a right to be mad. I'd respond telling them that since they have done absolutely nothing to fulfill their obligations of your subscription, you expect nothing less than a full refund. Is there a CS number you could call without it costing you a small fortune? You might get someone better to deal with and you can let them know just how disheartening this has been for you.

That really bites! I would call them if possible...but I know it'll probably cost more to do that, than the subscription was. :thumbdown:

I'm so sorry this happened to you! This is awful. If they fully refunded your subscription I'd STILL say they had poor customer service - but to take half your money without giving you even one magazine? That's TOTALLY not right. I thought waiting 4 months for my first issue of digital scrapbooking was bad...at least they eventually came!

This post is pretty much copy/paste of the letter I sent them but I'm just hearing crickets...
And yes, calling them will cost me a small fortune

They tried that with me with the Simple Scrapbooks digital magazine. I finally told them that I NEVER got an issue that I paid for and that I was tired of being told that they ran out of magazines. They refunded me my money. I say keep on them and they will turn around. Threaten to contact the manager if you don't see results.

Oh that's just plain awful. I hope they misunderstood you and are thinking you just want to cancel it. Be sure to write them again and tell them in big bold letters I never received any magazine! They have to refund you in full, they have no other choice.

See... this is what upsets me more... It seems like they don't even look to the complaints. The read "didn't get my issue" and poof send me a pre-made answer... they read "cancellation" and poof, another pre-made answer.
My English is not THAT bad so they can't understand the bold letter sayig I PAID 5 MONTHS AGO AND I STILL DON'T GET NOT EVEN ONE MAGAZINE!!!

That's why I suggest talking to a CS manager.

I agree, request to speak with a manager - that's the only way they are going to figure out you mean business.

How do they run out of magazines? I dont understand that?? I mean they sell a certain number of subscriptions and then a certain number to stores right? So they should print the number they have sold. That sounds like a pretty bad business practice. I would be really angry and would defenitely let them know that 1/2 of the amount is unacceptable!! Hope you get your money back and I will defenitely note to NOT subscribe to that magazine

I've never really had issues with CK, but I can say that it is not legal in the US either to not receive product you've paid for, but the amount is so small that the only legal means to pursue getting your money would not be worth it from where you are (i.e., small claims court). You've given them more than sufficient time to get a magazine out to you, no matter where you live.

If you paid by credit card, call the credit card company and dispute the charge saying you did not received the said product you paid for. Then let the credit card company deal with CK. This will be the easiest on you.

That is really bizarre. I have never had an issue with CK. I would get a prepaid international calling card and immediately request to speak to a manager. I wouldn't even explain the problem to the person who answers the phone.

This stinks. Send them another email and put in the subject line, "Legal Action" then explain why you will be reporting them to the United States Attorney General. As far as I am concerned they are practicing illegal international trade. You should get a full refund because you did not receive one issue of their product. Good luck.

That is horrible! I'll say that sometimes it isn't fast for US customers to get their issues either. I have the "scrapbook visa" card and I get points that I can use to get free stuff. One of the selections is a subscription to CK and another is to Paper Crafting (I think). So I traded in my points for those 2 magazines, and from that time, it took about 4 months to get CK and I still haven't gotten the other one. :blink: I need to look into that and find out what happened. I didn't know who was causing the delay in getting my subscription, but from the sound of your post it seems they are not being timely with people... and then being rude on top of that. I'm so sorry.

I agree that I would try to dispute the charge on your card -- you can show them your trail of correspondence to show why you did not dispute earlier (in other words, you HAD no dispute until CK sent that last note saying they were cancelling and would only refund half).

The problem with calling someone (other than the fact that you will be out MORE money) is that then you have no paper trail. So, I'd continue to do things through correspondence. You could also try filing a complaint with the Better Business Bureau. It looks like CK has tried to resolve such complaints at least once before. http://utah.bbb.org/WWWRoot/Report.aspx?site=139&bbb=1166&firm=22220480

Thanks guys. You have been very helpful.

I'll try with one last formal letter adressed to the manager and then go for the BBB way.

sorry you are having this problem! I find dealing with customer service people to be so exhausting! Hope you get it worked out!

Definitely call your credit card company. Generally here in the USA they tell us you have 60 days to dispute a claim...however...our "exercise" place filed bankruptcy and some of these gals had paid clear back in December for their membership of a year. They went to their credit card company and they proated the amount and the girls got their money back! I should think you would get your full amount through the credit card! I hope so.

I had almost gotten a membership to the digi scrapbook mag...and never gotten around to it...wouldn't want that mess with them either.

Thinking I will get all my layout ideas and inspiration and tutorials from the internet...much cheaper too!

Well, apparently someone point a senior writer tho my thread at DST and she will try to help me... Please cross your fingers!!!