Just as we still have some bad people in our lives,
there are companies with employ bad workers. my latest rant deal with the very
subject of bad company workers and as the saying goes "the right of
management not knowing from the customers point of view, what the left hand of
their bad workers are doing. However, this company's actions are due to the
influenced of the bad people we want out of our lives. I stated some time ago
that the people who harassed me at home have also been cyber stalking me and on
a few occasions messed with the heads of people I associate with online and it
is a fact that they have messed with people who have access to my online
accounts. Below is the recent attempt to
harm me and husband.
True situation, several months ago a once great book
club to my mind eyed prior to the recent incident, upgraded their website. in
doing so, the family account we held with them became deactivated without prior
notice of the book club. now off and on
during the decades we had had several account with several of the books clubs
under BCM without incident and great service.
However, from what I have gather from the web and
other disenchanted customers of BCM, the company was sold to Direct Brand, Inc
(sue me). The caused possibly to booster
sales from low print sales. But, who cares about the cause, it appear when
customer went to one of their book club websites that thing had not change very
much and that BMC was still the same the best for books and especially those
not commonly found in local book stores.
No way. When BCM fell under new ownership and new
management. things began to spiral down, especially in buyer's orders, never
shipped, longer waits, cancels orders by in-house-workers, and a new customer
service department that when it comes to handling requests and complaint just
flat out sucks!
We first experience this back in June of 2013 when
the introductory we received was minus one book. at that time we thought
nothing of it. the last book on the order list was going to arrive a little. at
least this was our initialed thinking. Not the case. Therefore when august 2013
and no fourth book, we contacted the book club. After all of the books were
paid for and we should have received them by this point.
BCM response: We processed your order, and it is set
to deliver on 08/26/2013.
being the patience customers that we had been up to
that date, we took this response to mean that the fourth book of the originally
introductory package would be delivered on the above date. fat chance, august
26, 2013 came and went and the good thing that was happening was that weather
outside was turning cooler.
When the book did not come in August, we contacted
Direct Brands, Inc. and after not receiving a response in September 2013 we
contacted the BBB and filed a complaint against and BCM and Direct Brands, Inc.
for not honoring the agreed introductory sale and ignoring our request to send
us the four books. Well, went over like
overdone potatoes and the customer service folk at BMC became so
livid that they began to tell more lies about shipping dates, ignoring
requests, and a1though book was listed on their web page as "in
stock", they stated that the book was on back order.
Having accrued all enough uncreative input from BCM
we once again and again and again contacted Direct Brands, Inc. via fax.
We got and call from a very nice man, who had
reviewed all everything and ordered the book at no cost to us with a tracking
number, and we received it within five days of his call. So simply, we were
happy that the deal was finished. However, some damaged had been done and we
just did feel that BCM would handled our account with them correctly so we
canceled it after fulfilling our part of the buyers agreement.
September comes to a close and December has rolled
into play. We really did want to close our book club account and missed it. So
we opened a new account with the same BCM book club but thinking to avoid a
repeat of the same unpleasant experience we selected to open it under a new
name. it did not do any good.
After three tries to get the same introductory from
December 2013 to the February 2014, and having it canceled on us twice, we gave
up, canceled to third order ourselves and requested to the BCM account, which
stated was not completely in their system be canceled and all personal and
billing information deleted as well.
It never happened the way it should have, and there
was another round of customer service mishandling of request as stated above
about the first BCM account fiascos. Here are some of excused we received after three
failed attempts to get the book sand these are exact wording.
Our comment: Second request. Please cancel this
account, I do longer want.
-----
Feb.
11, 2014
Thank
you for contacting us.
If you choose to cancel your Club membership, please return the
enrollment shipment when received using the postage paid mailing label
being mailed to you separately. When we receive your return shipment we
will cancel your membership. To ensure proper handling, please enclose a
copy of this message and the original invoice in the return package and
allow 2-3 weeks for processing.
If we may be of further assistance, please don't hesitate to contact us.
If you choose to cancel your Club membership, please return the
enrollment shipment when received using the postage paid mailing label
being mailed to you separately. When we receive your return shipment we
will cancel your membership. To ensure proper handling, please enclose a
copy of this message and the original invoice in the return package and
allow 2-3 weeks for processing.
If we may be of further assistance, please don't hesitate to contact us.
-----
Our response:
Dear Mr. K,
Please cancel my
account. I do not want it any longer for the following reasons.
1. After three attempts, the Introductory Order was never sent to me.
2. This is my third attempt to have this account closed. It is clear that your customer service personnel is neither processing my order, nor honoring my requests to close (cancel) my account.
1. After three attempts, the Introductory Order was never sent to me.
2. This is my third attempt to have this account closed. It is clear that your customer service personnel is neither processing my order, nor honoring my requests to close (cancel) my account.
The
enrollment order was never sent, which is why after three attempts to get the
same books, I finally canceled the last attempt. After all this time, I do not
believe I will receive any orders. Please cancel this account.
-----
Feb.
11, 2014
I
received your cancellation request and cancelled your Book Automatic Shipment
Membership.
Your
account has been converted to a special Member’s Choice plan, where you will no
longer need to respond to the Featured Selection(s) notifications and shipments
will not be sent to you automatically. However, you will still be able to take
advantage of our amazing club offers and receive emails and/or catalogs about
the books that you love. You can order what you want, when you want without
worrying about automatic shipments!
We
apologize for any difficulties you may have had with the Club recently. We are
working hard to enhance the new website and are committed to serving our fellow
readers. To show how much we value your membership, we would like to offer you
50% off your next website order. Simply use this special one-time promo code
(MEMBERSCHOICE) during your checkout process.
You
may receive two additional future notices asking you to respond to your
Featured Selections. Note: If any previous Featured Selection(s) notices were
not refused prior to this new account status, the items will be shipped on your
account.
If
you do not wish to receive notifications of our upcoming offers and newest
selections, or if you do not wish to continue with the Member's Choice plan,
just let us know by responding to this email.
Sincerely,
EC
Customer
Service
------
Our response: The enrollment order was never sent, which is why after
three attempts to get the same books, I finally canceled the last attempt.
After all this time, I do not believe I will receive any orders. Please cancel
this account.
This type scenario went on longer than we want. we wanted nothing to do with BCM. finally on Feb 23, 2014 we filed another
complaint against the company on this new account sighting the about reasons.
Finally, we got a response from the BBB with a message from Direct Brands, Inc.
It states:
Dear Ms. ---:
I am responding to the follow–up inquiry your office forwarded for
Mrs.
Altheimer-Fain.
As noted in our March 4, 2014 letter, we closed Mrs.
Altheimer–Fain’s
account. Members may still access their accounts online for a
short period of
time after the account has been closed.
Please assure Mrs. Altheimer-Fain that the account is closed.
You may contact me with any questions. You may also
send an e-mail to
Sincerely,
C A
Correspondence Specialist
---------------
This information turned
out to be untrue. So we contacted again to update our complaint because we were
able to login into the account and all our information was still there.
Finally, we got this response.
Dear Ms. ---:
I am responding to the follow–up inquiry your office
forwarded for Mrs. Altheimer-Fain.
As noted in our March 4, 2014 letter, we closed Mrs.
Altheimer–Fain’s account. Members may still access their accounts online
for a short period of time after the account has been closed.
Please assure Mrs. Altheimer-Fain that the account is
closed.
You may contact me at 800-480-7094 ext 3079 with any
questions. You may also send an e-mail to book.executive.services@directbrands.com.
Sincerely,
C A
Correspondence Specialist
---------------
After receiving this
response, we tried logging into the account and was unable to do so. believing that Mystery Guild had finally
closed the account and deleted our information, we put the ordeal behind us and
vowed to buy our books elsewhere.
however, Mystery Guild has
only prevented us from logging in because as we discovered on March 24, 2014.
Someone in that book club had re-ordered the books we had canceled and made an
unauthorized request for payment on bank account.
Pissed off that we could
not login to see what was happening with an account that we were
"assured" was closed, we filed more complaint against Mystery Guild
and Direct
Brands, Inc. although, our bank had seen
the documents showing the complaints against the company and where they had
stated the account closed. the customer service people handling of the matter
was totally unprofessional. Regardless,
of the number of times we told them the account was closed and they were
illegally seeking payment for an order we did not make and for books we no
longer wanted from them, they continue
to behave badly. Finally we received
an email stating the books has been shipment, but the tracking number was
invalid and from this we believed that this shipment was another way of harass
us.
Nevertheless, we had taken all the step to inform
the proper authorities, filed a dispute, and canceled and destroy the card that
the unauthorized charges were put on as they made a second charge on the card.
one charge was dropped but the other stayed, and the dispute was in place.
Then on April 1, 2014, we get a box of
"unwanted" books from Mystery Guild. Our first thought send them
back. However, we thought compromise the
better choice as we no longer trust Mystery Guild and wanted to put an end to
their unprofessional sale practices in our lives.
One would think that this all ended well. It did not
because one of the books was never on our original order when the first opened
the account. However, it take it as a
clue to identity of the person(s)
responsible for the problems we have had with the book clue.
To those people, I want you to know that we have
been aware of your attempts to access on our online account for some time. Like here at home, we knew you were actively
contacting businesses we deal with and their security and our local police has been informed of
your action. your malicious actions has cost people their jobs and their
reputations here in town and on the web.
If you sought to hurt us, you did not. You are
insane. Thank to the book we received,
we know who you are and where you are. Do not threaten us anyone more. All has been reported to the police and you
with it.
In addition, stop with the cars. I know you saw me
come out last night and I saw you get up to make a call. The speeding cars
started soon afterward. So stop threatening us. We do not know what lies you
have been told or the lies we you are telling, but leave the businesses we deal
with alone. We are an elderly couple and we seriously do not want nor need you
in our life. Stay out of our lives. We have no interest in you. So get lost!
Do we forgive Mystery Guild for their part in all
this? No, and we will never do business with them again.
To other online card users, if a website does not
offer the option that let you delete your billing information while still
maintaining your account and the option to manually to cancel your account
yourself, shop at a site that does so. In addition, also choose websites with
the security payment methods and/or Pay Pal. This means choosing websites
connected to shipping agencies with tractable tracking systems that allows you
see what is happening with your purchases.
