Business ProfileforBlue Dolphin Group
Magazine Sales
Additional business information
Additional Info:
BBB files show there is a pattern of complaints from consumers claiming to receive magazines they did not order, consumers saying they are charged to automatically renew a subscription without the consumer's authorization, consumers citing problems with cancelling orders and problems reaching the company.
The company has outlined recent steps they have taken to try to alleviate the number of complaints forwarded to BBB, see below for the steps they have implemented to improve their customer service:
1. The company has transitioned to a new Customer Service platform called Zendesk. This system allows them to sort incoming inquiries via email or phone call into specific categories. This allows the company to not only respond to customers in a more timely fashion, but also to have representatives that are specialized in certain partnership aspects. The representatives are assigned a specific partnership and area of expertise within Zendesk, which allows for more detailed and complete service for the customers who reach out with a concern.
2. The company recently transitioned the management of their Customer Service team. This transition took place in mid-March.
3. The company said they send a notification email to any customer who is associated with an automatically renewing order. The customer is sent a notification email 10 days prior to their credit card being charged for the renewal. They have the option to cancel at that time by logging into their online account at www.MagTracker.com. All Blue Dolphin customers have an online account where they can access details relating to their orders and any renewals.
4. In July 2019, the company began providing additional copy on their confirmation emails relating to the terms and details of the automatic renewal process. The company provided BBB a copy of the confirmation email and renewal notification email that they send customers.
5. In October 2019 the company added an opt-in check box on all offers with automatic renewals associated, as well as clearer terms and conditions on each ordering page. Customers are able to opt-out of automatic renewals during the ordering process.
The company has outlined recent steps they have taken to try to alleviate the number of complaints forwarded to BBB, see below for the steps they have implemented to improve their customer service:
1. The company has transitioned to a new Customer Service platform called Zendesk. This system allows them to sort incoming inquiries via email or phone call into specific categories. This allows the company to not only respond to customers in a more timely fashion, but also to have representatives that are specialized in certain partnership aspects. The representatives are assigned a specific partnership and area of expertise within Zendesk, which allows for more detailed and complete service for the customers who reach out with a concern.
2. The company recently transitioned the management of their Customer Service team. This transition took place in mid-March.
3. The company said they send a notification email to any customer who is associated with an automatically renewing order. The customer is sent a notification email 10 days prior to their credit card being charged for the renewal. They have the option to cancel at that time by logging into their online account at www.MagTracker.com. All Blue Dolphin customers have an online account where they can access details relating to their orders and any renewals.
4. In July 2019, the company began providing additional copy on their confirmation emails relating to the terms and details of the automatic renewal process. The company provided BBB a copy of the confirmation email and renewal notification email that they send customers.
5. In October 2019 the company added an opt-in check box on all offers with automatic renewals associated, as well as clearer terms and conditions on each ordering page. Customers are able to opt-out of automatic renewals during the ordering process.
At-a-glance
Related Categories
Business Details
- Location of This Business
- PO Box 130, Huron, OH 44839-0130
- BBB File Opened:
- 7/27/2017
- Years in Business:
- 19
- Business Started:
- 5/1/2005
- Type of Entity:
- Limited Liability Company (LLC)
- Number of Employees:
- 21
- Contact Information
Principal
- Mr. Michael Borchetta, Owner
Customer Contact
- Ms. Jennie Sorrell, Director
- Mr. Michael Borchetta, Owner
Customer Complaints
68 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
09/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Last month I received a copy of Gentlemen's Quarterly magazine, which I never ordered. I didn't take any action because I thought it might have been a one-time thing. Yesterday, another issue arrived. This morning, I called GQ Customer Service, explained the problem. and was told it would be canceled on their end, However, in order to avoid being billed, I would need to call Blue Dolphin Magazines, the company that ordered the subscription in my name. I called Blue Dolphin and an electronic voice indicated that I should leave my name and email address and someone would get back to me via email. I wasn't comfortable with that response, so I checked further. I found instructions to contact them through a "Chat." I did that, answered the questions asked, received a message indicating that I would be connected with someone "now" and needless to say, no such connection was forthcoming. I received another email indicating that in order to confirm my email address, I should log on to a site that was provided in the email.. When I did that, the site turned out to be connected with Girl Scouts. I received yet another email asking me to answer a few questions. Responses--the responses I gave when I attempted to chat with someone--were shown under each question they wanted answered once again. I'm 79 years old, live alone on a fixed income and take medication prescribed for anxiety, depression and bi-polar disorder. Additionally, I will be having yet another surgery next week, Having to worry about being billed for something I didn't order and getting the "run around" while attempting to resolve the matter is stress I can ill afford to have.
Read MoreCustomer Reviews
19 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Constance M
1 star08/13/2024
I signed up for a promotion with TMobile for $2 a subscription and was unexpectedly charged $31 each two months later. Searched in my junk no email warning or notification of any kind
Blue Dolphin Group Response
08/22/2024
I am responding to the customer’s statement about receiving unauthorized credit card charges. Our company works with several partners to acquire circulation for top-rated consumer magazines. One of these partners is T-Mobile, who presented our $2.00 magazine promotional offers to their customers. Using this offer, Mrs. ********* ****** placed 2 orders for $2.00 each on 04/13/2024 for the magazines listed below. Real Simple (********) Elle Decor (********) The terms of our offers are provided on the order page before placing the order and in the confirmation email sent after. It is also provided a third time in the renewal email notice that was sent to *********************** on 07/13/2024. Regardless of receiving this renewal email notice, this information was already and previously provided in the confirmation email sent on 04/13/2024. Mrs. ****** contacted us on 08/13/2024 about this, and we cancelled and refunded in full the renewal order no. ******** for Real Simple magazine. For her second order Elle Decor (********), we cancelled the automatic renewal to prevent further charges. This information was provided to our customer, and this was resolved. We apologize any inconvenience this may have caused.
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