Complaints

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribed to Modern warfare magazine from Decision Games. They discontinued this magazine and switched the subscription to Strategy and Tactics magazine. I subsequently received issue 331 Nov -Dec 2021 issue but none since. I have repeatedly phoned and sent e mails to every division they have listed and to date have received no reply I am retired and a 2 year subscription is quite a burden. I believe the problem started when I agreed to switch from Modern Warfare Magazine to Strategy and Tactics magazine and someone made a mistake and I am no longer on their list. I talked to retailers and the company seems to be ongoing . their website seems to be blocking me from access. Thank you for any help you can provide me with

  Business response

  05/03/2022

  We are sorry to hear that we had a complaint filed against us. Unfortunately, these things happen, but we always strive to correct any issues customers have. 
  We have not received any emails from Mr. ***** regarding his subscription. As for voicemails left by Mr. *****, we cannot say that we received any as our voicemails had been reset several times over the last month due to major road construction nearby. It’s possible that he left a voicemail and we just never received it. 
  My records show that he has been sent the issues that he is claiming were not sent to him. Issues can get destroyed by the USPS from time to time and we will always replace these. Please find attached a screenshot of his subscription account that shows that we have sent the missing issues previously as scheduled. As for his inability to log in to the website, I fear that he is trying to log in to a different website as we have a separate product ordering website from our subscriptions management website. These websites are on separate platforms and require different login credentials. 
  We have tried to contact Mr. ***** to resolve this issue. We are awaiting his response. Our plan is to send him a box of the missed issues via USPS tracked so that we can be sure that he receives them. We can also give him a refund for the entire subscription as we would just like to make this right. We just need to know his preference. 

  Business response

  05/12/2022

  Unfortunately, I don’t understand what he is rejecting. In the letter that was sent to BBB, we stated that we would gladly send the issues that he never received or refund the entire subscription balance to him. Regarding his response below, I am under the impression that he would be fine with us mailing the missing magazines to the address he has provided. Is this accurate to your knowledge? Upon looking into his subscription, I have found that when he started the subscription, he entered his address as: **** ****** Street ****** River, BC Canada *** 1M8. His address in the response below is written as: **** ****** Street ****** River, BC Canada *** IM6. This could be the reason he has not received any magazines in the past. Please verify with him the correct address to send the issues to and we will take care of this immediately.

  Customer response

  05/17/2022

   I am rejecting this response because:
  address should be  **** ****** st. ****** River ******* Columbia CANADA *** ***
  
  

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