ComplaintsforCascade Subscription Service Inc

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Our golf shop received a cold call selling golf industry magazines on Feb 23, 2024. We receive complimentary copies of these magazines from some industry businesses. Thinking it was one of these, we noted some magazines to order. After receiving a bill in the mail, I realized the $1,596 charge for these magazines was not what we intended. Order number ******. I called their phone multiple times over the next couple of weeks to cancel the order. Never talked to a person and left multiple messages to cancel our order. On April 15,2024, I received an email from ***************** from Cascade. He wrote that he listened to the sales phone call and that I approved the order and we still owed for the subscription. I replied that we would like to cancel the order. No reply from ***, and on May 1, 2024, we received another reminder to pay the bill. We haven't received any magazines and we would like the order cancelled. Thank you.

  Business response

  05/15/2024

  IW' have read the complaint and we understand the customer's concern. After several attempts to resolve the order over the phone we were unable to discuss the order details, so we took the liberty to cancel the order.

  The original sales call recording covered the billing terms and comprehension, desire and term details were thoroughly discussed and agreed to. We do attempt to clear balances with follow up calls on unpaid bills as perhaps the intended order was merely overlooked. However, if any customer insists on cancelling their requested order anyway, we always oblige, as we did here.

  We apologize for the communication delays on the matter that was our mistake, but again, we always cancel orders when customers demand we do so. No further communication is required on this matter.

  Thank you

  Customer response

  05/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Again, as long as the order has been cancelled and we don't receive any more bills, then the resolution is satisfactory.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were charged $449.99 on our AMEX 7/19/22. We NEVER received a receipt or email and we were never told the charge amount. We have also not received any magazines that I am aware of. I cant recall what all the subscription was even for. Apparently we have used this service before, but I feel that this company is shady and dishonest. I would have never given the ok if I knew what this amount was! I can't get anyone on the phone to take care of this issue.

  Business response

  10/13/2022

  Customer was satisfied with our response and the customer tried to redact the complaint due to the fact that this was merely a misunderstanding but was unable to do so. Now it's up to the BBB as to whether or not the company will be allowed to redact.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying for 2.5 months to cancel two magazine subscriptions that were made via Cascade Magazine Subscription service. We received a refund in October of 2020 and believed the issue to be resolved at that time. However, we continue to receive magazines from this service. I have been trying to cancel Architectural Digest and ******************** I have called numerous times over the past 2.5 months and have sent in several emails via their contact us webpage. No one has ever picked up the phone and I have tried all 3 numbers they have listed for their service. I have left several voicemails and contrary to what they say in their voicemail that they will return your call within 1 hour, they never have. They have also never replied to my emails via their contact us page. All I would like to do is fulfill my bosses request of having these two magazines and all others from their company stopped from being sent to us. Any assistance with resolution would be greatly appreciated.Sincerely, *********************************

  Business response

  07/08/2022

  Hello,

  Upon receipt and careful review of this complaint, we reached out directly to the customer as our records show that we have made many attempts to contact them, both via email and phone.  We were able to make contact with the owner, *******************, and let him know that we had replied to each of  ******** emails as well as attempted to reach her directly via phone.

  The customer was correct in that payment made for the publications in question had already been refunded back in October of 2020. They were receiving the publications complimentary.  Since they now no longer wish to receive them at all, we have cancelled all three subscriptions. At that point **************** was pleased with the resolution, and told us that he would rescind the complaint since we had reached out many times. 

  Since then we have received no further communication from the customer expressing a concern or further action needed on our end. Attached is the email conversation confirming their intent to rescind. 

   

  Customer response

  07/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish to rescind the complaint. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I work for ********************************, **** in ********, **. In April 2021, we ordered two (2) subscriptions from Cascade Services, **** -- Architectural Digest, 4 years, 44 issues, for $159.80; and *************** 2 years, 12 issues, for $50. I have a confirming receipt from Cascade dated 4-9-21 that our $209.80- was received and processed. (We used a company credit card for payment, and the $209.80 was cashed.) We have been receiving *************** but not Architectural Digest. When we received a cancellation from AD due to non-payment in November, I called AD directly, and was advised by ******* on 11-5-21 that monies had never been received from Cascade for our renewal, therefore, the cancellation of the magazine. After great lengths, we paid AD directly and now have the subscription coming to our office again. I have left several voicemails with Cascade: 11-19-21, *****, sent an email on *****-21, another V/M on ****-22, then again on ****-22. Kellyanne with Cascade called me on ****, and told me she would look into this issue and call me back within one week. (I only work on Thursdays and Fridays.) With no return call, I sent another email on 2-11-22, then another email on 2-25-22. No one is responding to our voicemails and emails. I told Cascade on 2-25-22 that I would contact BBB, if they did not reply. They did not. We are simply looking for a refund of our $159.80 since AD never received this remuneration. Please let me know, if you have any questions. I can provide copies of the emails, if you would like to have them. Thank you for your time, *****************************, Office Manager, ********************************, ****

  Business response

  03/25/2022

  I have read the complaint and also spoken directly with the customer regarding the issue.  Basically, the customer ordered a 44 issue ********************** to Architectural Digest in April of 2021.  The subscription was then paid for in late June of 2021.  In July of 2021, we remitted 44 issues of the order to the publisher through our clearing house, National Publishers Exchange.  They in turn sent the order to the publisher of Architectural Digest for fulfillment.  Because a middle man is involved, the customer had no way of knowing that that order was, in fact, remitted to the publisher on our behalf, and therefore was under the impression that we did not fulfill their order.  

   

  The customer also advised me that their company had paid $50 for another subscription to Architectural Digest in August of 2021.  The publisher shows no record of this order, and i am assisting the customer with getting to the root of that issue.,

   

  In the interest of keeping ******************* as a customer, I have refunded the ********************** price of $159.80 in full and the customer will enjoy the ********************** with our compliments.  However, we did not fail to service the customer's **********************.  We can provide email documentation from the clearing house proving that the order was fulfilled if needed.

  Customer response

  03/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although "Architectural Digest", with whom I had to contact directly when we were adivsed our subscription was about to expire, shows not to have received the money from the clearing house, we are pleased to accept the resolution as presented.  We shall look for the refund with appreciation.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our company received a phone call from this company saying they could renew all our magazine subscriptions in one bundle. They briefly mentioned many of the magazines we currently receive. I asked that an invoice be sent but one never was. Then all of a sudden we received a charge of over $600 on our card that we did not authorize and they will not return our money or eliminate any of the magazines we don't even want. I write emails and they give the run around and never do anything we ask of them. They ripped us off and many others from what I can see all over the internet. These people need to be s*** down or reprimanded for scamming people out of money.

  Business response

  12/20/2021

  We have had much communication back and forth with this customer.  The order was originally placed on  07/07/21 when we spoke with **************************.  During the sales call we review in detail the cost of each publication and the final amount to be charged.  The customer provided a credit card number at the time of the sale for 44 issues of Architectural Digest, 48 issues of Elle Decor, 12 issues of Dwell and 156 issues of ENR totaling $670.  After the sale was placed on 07/07 we did not received a request to cancel per our cancellation policy, so we paid the publishers for the order.

  The first contact by the company post order was on 08/30/21, when a receipt was requested.  They requested another receipt on 09/07/21 and 09/20/21, when confirmation of receipt was confirmed.  It was not until 11/29/21 we received a request from the customer to cancel and refund the order, which was almost 5 months after the original order was placed. The customer confirmed that she is receiving the publications. We still offered to work with the customer and possibly substitute publications that they do not find useful. After that email we received the complaint from the BBB.  We are more than happy to work with the customer to make sure  they receive publications that are useful to their business, but due to the age of the order and the fact that they are receiving the publications they paid for we cannot fully refund their payment at this time.  We look forward to working with the customer to achieve a satisfactory resolution for both parties. 

  Customer response

  12/21/2021

   
  Complaint: 16186478
  
  I am rejecting this response because: I was NEVER told the cost nor did I EVER EVER give our credit card information to any such person that called. Both myself and our CFO were in shock when we received the charge on our card for over $600. I have repeatedly told them to take my name off the publications with no success, I have repeatedly told them that we are getting two copies of several magazines and they do not cancel one of them. I have stopped dealing with responding to this company after I have seen dozens and dozens of complaints all over the internet about what a scam this company is. I want nothing to do with these liars who scam people out of money. I want our subscription canceled and money returned for portion unused, I don't care to discuss anything further with this company. 
  
  Sincerely,
  
  *********************************

  Business response

  01/10/2022

  I've read the customers complaint and understand the customers concerns. I've also listened to the original customer authorized sales call recording between our representative and *********************************. The call was very courteous, professional, and especially thorough and terms were discussed in detail. In fact, as can clearly be heard on the authorized sales recording (recording available to the BBB upon request) Cascade was only attempting to continue the businesses active subscriptions which is an extremely common and routine practice that over 500k businesses have enjoyed as a service from Cascade since 1986.

  
  We NEVER have and never will force customers to pay at the time of sale with a credit card, (usually we **** the business) and we always state the total of the charge, terms and that the charge will obviously come from Cascade Subscription Service not from each individual publisher. 
  

  ************************** was treated with the upmost respect every step of the way and we will be placing this business on our internal "Do Not Call" list, as the customer has already been receiving the publications that were in fact ordered and paid for, so no further action is required and no further contact will be made.
   
  
  

  
  

*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. ↩