Experience Life Magazine Complaint - Terrible Customer Service from Experience Life Magazine

Review by DCReviewer06 on 2006-11-13
I have been dealing with Experience Life customer service since March 06 (it's now November 06) about my subscription. I sent an email inquiring about a cancelation as I didn't like the magazine. A rep emailed me back saying they'd look into it. I emailed again in May/June 06 to get an update on the status. In July, they said I would get a refund in the mail, but to wait the standard 6-8 weeks.

In late September, I emailed again saying I didn't receive a refund. I never got a reply. In November, I called to inquire. I asked about the status of my refund. The rep, named Regina, barked, "What? Status of what? I don't process refunds." I told her that I got an email in July stating that I'd receive a refund. Regina said, "I don't remember sending an email. I send the emails. Besides, it's too late now." I told her that no one ever got back to me when I asked for an update, so it is not my fault if there was some time of expiration to refunds -- besides which no one told me there was an "expiration" for refunds. Regina sighed and said, "Fine. What's your account info?" I gave it to her. She said, "Oh yeah, an email was sent to you on July 17. I don't know what happened to the refund." Well, thanks, I already knew this info. I told her (again) that I wanted to find out what happened to it. Regina said, "I don't have that info." I asked if she could find out. Regina said, "I can just tell you what I know."

After much deliberation, she agreed to inquire and get back to me. Finally, rather frustrated by her attitude, I added that I thought the customer service was lacking since I have been trying to get this resolved since March AND that her attitude was terrible. She proceeded to go on a diatribe about how dare I accuse of her bad customer service when she just agreed to get this information for me. Rather than argue and have to listen to this, I told her to just get me the info I needed. When she returned, she said that I could not get a refund as they had issued it and they have no record of what happened to it. She offered a year subscription to the magazine to me, which didn't make sense as I was canceling since I didn't like the magazine in the first place... but rather than even deal with it anymore, I told her that I didn't want anything to do with them so I lost my money.
Comments:2 Replies - Latest reply on 2006-11-29
Posted by rhondam718732 on 2006-11-13:
CALL BACK, SEND FAXES, LETTERS EMAILS. If a company says "tough luck" we issued a refund, we're done" and the customer never received the refund...you stick with it until you get your refund.
Posted by Experience Life on 2006-11-29:
From Experience Life:

Dear disappointed reader, please accept our sincere apologies. Our entire magazine team was distressed to learn about the frustrating experience you had trying to obtain a refund for your subscription to Experience Life, and we’re so sorry it took this long to resolve.

Because these transactions are handled through a third-party fulfillment house, our magazine staff only just became aware of the problem this week (11/27/06). We’ve already taken steps to see that your money is refunded and the matter is resolved to your satisfaction.

By now someone from our circulation staff should have been in contact with you directly. If not, please contact me at the phone number or email below, and I’ll handle the matter personally.

After reading your post, we did some research and discovered that you received Experience Life as part of a contracted arrangement to fulfill the remainder of your Organic Style subscription after that magazine ceased publication. While your request to opt out of that fulfillment arrangement did come in after the official cancellation and refund deadline, you should never have received the treatment you did.

We’ve taken the matter up with our third-party fulfillment house and have expressed our dissatisfaction with this customer service representative’s behavior. Actions have been taken to safeguard against situations like this from occurring in the future.

Again, we deeply regret that you were subjected to anything less than courteous and prompt treatment from our service providers. Please let us know if there’s anything else we can do to put the situation right.

Warm regards,
Christy Rice
Experience Life | Project Manager
952-229-7593 or experiencelife@lifetimefitness.com

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