Complaints

• Initial Complaint

  03/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered 3 records from BTRC in November 2022 to give as a gift to my husband for Christmas for $109. I checked BTRC website on 1/26/22 after all three records were sent and it said "3 of 3 shipments complete" to which I thought I was finished with the transaction. Instead, on 2/26/2022, I was charged $109 again for an additional 3 records. When I asked them to cancel because it was clearly a mistake, they refused to help in any way, refused to offer me a refund and shipped the record anyway and will not let me cancel until after the three records have been sent, so I have to remember to contact them after 4/25 and before 5/25 unless I skip and then it's different. I simply do not want these three records, so not want to be charged for them and would like a refund for the second $109 that was charged.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/03) */ **** **** purchased an Vinyl monthly box subscription from *********************** on November 18th. *********************** allows members to pick between several membership plans. They can choose to have the account bill monthly or they can pre-pay in three month, six month, or twelve month increments. Like any subscription based membership plan from corporations like *****, *******, ******, or the coffee club at Keurig, the different plans are basically there for individuals to get discounts for longer prepaid periods (which helps us order products based on prepaid memberships) or to prepay amounts that work better with their individual budgets. Regardless of the plan the member chooses, however, the principal is the same. We assume they still want to receive vinyl until they cancel their membership. We have this stated on our website and specifically address the fact that these are recurring charges on the following places: 1 - FAQ under Cancellations: https://blindtigerrecordclub.com/pages/faqs 2 - On our check out cart in ******* - right at the top of checkout, the cart has a message that states its a recurring charge subscription (screenshot attached) 3 - In the members membership portal, the member can see how many of the current prepaid albums have shipped and when the recharge will occur as well as giving the date they need to cancel by to avoid a recharge (screenshot from a member account attached). Miss **** referenced this page in her complaint when she stated "3 of 3 shipments complete" We sell 1000's of vinyl in our store and we offer "Gift Subscriptions" that do not auto renew. Miss ****, however, purchased the regular three month pre-paid subscription. Miss **** emailed us for the first time on February 26th. That's the day that we process all our members orders and all accounts recharge, regardless of the plan they are on. That was a Saturday. Our shipping department ships on Tuesdays and Thursdays. They also respond to customer service emails. So we responded to her within 24 hours of that shift on March 2nd. Miss **** mentioned in her first two emails - both sent on Saturday the 26th, that she thought she had erroneously been charged for a $90 record - she was not - and that she checked her member account and saw that her third album had been sent. That's the same location that also tells her when the recharge will happen and how to cancel. On March 2nd, she emailed responding to our email explaining the policy. She claimed that the charge was fraudulent and she had contacted the BBB and she even contacted ************** (**********) where we do advertising and have a radio show. She told them that we were defrauding her. Bare in mind this is only the third business day from her first email. I have ATTACHED the entire email correspondence from our company to her. She also informed us on March 2nd that she has disputed the charge with her credit card company. I explained this to her in a follow up email on March 3rd (attached) that I am willing to refund her but now I have to wait until the dispute is settled. ******* will automatically hold the money and charge our company if the dispute is judged to be valid. So now I will have to work in that system to even get her the money back. We have also sent her the next record in her subscription. It is our position that she is being entirely unreasonable. She is so aggressive, we cant even move quick enough to resolve anything. Please let me know if there is any additional information I can provide. Thank you

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