ComplaintsforHalf Price Books, Records, Magazines, Inc.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I submitted an order the hpb.com system glitched/malfunctioned and I was charged twice for it. The first charge was 24.73 from my remaining gift card balance and a 10.10 debit charge. Within a few seconds a second charge of 34.83 was charged on my debit. I submitted a complaint for a refund and stated they could refund in whatever way was easiest for them. I received a reply stating the charges for books were done separate and the charge would fall off. I have never been charged for separate books in an order, I am charged for the full order always. Then I was told the 10.10 charge was another order. The order she referred to was for 10.01 and entirely unrelated to this order. I submitted proof of the charges with time stamps proving the 10.10 and 34.83 were within seconds of each other and the 10.01 charge was another charge not related to this order on a different date. Since then, the 10.10 charge has been reversed but the 24.73 from my gift card is simply gone and even after submitting proof of the charge glitch and the gift card number and asking them to track where the balance was used, I have heard absolutely nothing from them. Beware of using gift cards with this company and system malfunctions online. A simple apology, explanation (for instance acknowledgement that they are unable to track gift cards properly), or preferably a refund for my stolen funds would have resolved this issue, instead the lack of accountability drove me to file a complaint with the BBB to warn others and bring attention to this issue.

  Business response

  02/11/2022

  Business Response /* (1000, 6, 2022/01/03) */ While there was an initial confusion on our part regarding the nature of Ms. *****'s order issue, we do believe this matter has been resolved. Ms. *****'s order has been fulfilled and is out for delivery. In addition, we have credited Ms. ***** credit card for the full amount of the order. We have reported her gift card issue to our website team for evaluation and are very sorry for the confusion and concern this experience has caused. Consumer Response /* (2000, 8, 2022/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩