Rodale, Incorporated

May 9, 2014
Dear [redacted]:In response to your email of May , 2014 regarding consumer [redacted], our records show an order for the book New Abs Diet Women BookDVD Set was received on December 16, 2013, via an internet order. Copies of the order form and confirmation email are...

enclosed.**. [redacted]order and bill have been cancelled and her account is at a zero balance. She should not receive any additional invoices for this book. She may keep the book or donate it to a local library. I am sorry that her calls to Customer Service were unsatisfactory and that she never received the return postage.**. [redacted]name and address have been removed from our Book Division promotional lists. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name and address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers, or sent to any other company.Please feel free to contact me if you need further assistance.Sincerely,

In response to your email of March 20, 2015 regarding consumer [redacted], our records show an order for The [redacted] and The [redacted] Journal was received on March 13, 2015 via the Internet. The IP address is [redacted] and the email address used is [redacted].  A copy...

of the order page, the offer to upgrade to free shipping presented after the order was placed and the order confirmation email are included.A prepaid label was sent to return the books at our expense.  Ms. [redacted]’s name and address have been removed from our book division promotional lists. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name, address and email address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers or sent to any other company.
Please feel free to contact me if you need further assistance.
Sincerely,
Maggie S[redacted]
Customer Service Manager ###-###-####

February 27, 2014
Dear Mr. Moskowitz:
In response to your email of February 25, 2014, regarding consumer Jessica Kates, our records show an order card was received for Runner's World Calendar in 2003, which started her on an annual program. She has been receiving these...

through the program since 2003.
According to our records, [redacted] spoke with a customer service agent on February 19, 2014. At this time the annual program was cancelled and her account balance was cleared.
Her name and address have been removed from our promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. [redacted]’ name and address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers, or sent to any other company.
Please feel free to contact me if you need further assistance.
Sincerely,

November 18, 2015Dear [redacted]:
In response to your email of November 17, 2015 regarding [redacted], our records show an order for the book South Beach Diet was received on September 14, 2015 in the name of [redacted] via the Internet. A copy of the order page and...

confirmation email is enclosed.A merchandise return label was mailed on October 2, 2015. Since it was not received, a return was done to stop billing. The book does not need to be returned. There is no money owed on the account.
[redacted]'s name and address have been removed from our book division promotional lists. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name, address and email address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers or sent to any other company. Please allow up to 10 days for all email suppression requests and 3 to 4 weeks for all other suppression requests to be fully implemented.
Please feel free to contact me if you need further assistance.Sincerely,Maggie S.
Customer Service Manager

October 14, 2015Dear [redacted]:
In response to your email of October 7, 2015 regarding [redacted], our records show a [redacted] magazine subscription order was entered on July 16, 2015, set to expire with the June 2016 issue. This order came through [redacted], the agent...

through whom the order was placed.We have cancelled the [redacted] subscription. The December 2015 issue will be the last he receives. Any billing inquires need to be addressed through [redacted]. [redacted] can contact them at:[redacted] Stamford, CT [redacted] Telephone: ###-###-####
[redacted]'s name and address have been removed from our [redacted] promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. His name, address, email, and phone number have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers, or sent to any other company. Please allow up to 10 days for all email suppression requests and 3 to 4 weeks for all other suppression requests to be fully implemented.
Please feel free to contact me if you need further assistance.
Sincerely,
Maggie S.
Customer Service Manager

April 10, 2015Dear [redacted]:
In response to your email of April 6, 2015 regarding consumer [redacted]’s email address, [redacted].[redacted].com, has been flagged as DO-NOT-EMAIL in our suppression system. This will remove him from all of our lists.Please feel free to...

contact me if you need further assistance.Sincerely,
Maggie S
Customer Service Manager

July 10, 2015
Dear [redacted]:In response to your letter of July 2, 2015 regarding [redacted], our records show he has been enrolled in a Runner's World auto renewal subscription since it was ordered on May 21, 2013, via the Internet.The auto renewal subscription has been cancelled....

The July 2015 issue will be the last he receives. As a customer courtesy, a refund check has been sent to him for $14.00, half of the two year subscription for the issues he never received. We apologize for the inconvenience, as his account shows no activity of attempted communication to cancel.[redacted]’s name and address have been removed from our Runner’s World promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. His name, address, and email have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers or sent to any other company. Please allow up to 10 days for all email suppression requests and 3 to 4 weeks for all other suppression requests to be fully implemented.Please feel free to contact me if you need further assistance.Sincerely,Maggie S. Customer Service Manager

June 12, 2014
Dear [redacted]:In response to your email of June 9, 2014 regarding consumer [redacted], our records show orders for the books Power Food Nutrition Plan and Amish Cooks Family Favorite Recipes were received on March 11, 2014 and December 17, 2013 respectively, via...

telemarketing offers.As a customer courtesy, the bills for these books have been cancelled and there is no money owed on the account. I am sorry **. [redacted] feels she has been taken advantage of because of her age.
**. [redacted]s name and address have been removed from our Book Division promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name, address and phone number have also been added to our suppression file which will restrict it from being used for any postal mailings, telephone offers, or sent to any other company. Please allow 3 to 4 weeks for these requests to be fully implemented.
Please feel free to contact me if you need further assistance.
Sincerely,

Roadie called me by phone selling a Womens Health and Wellness book for $29.95 saying they would send the book and bill me later. When the bill finally arrived I was billed $51.14. I called 2x and was told that they would revise the bill. They never did and I ended you paying other wise be sent to collection since they said I was past the time allowed for returning. This is the 2nd issue I have had with Rodale.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, there were over 12 requests to cancel. I attached a screenshot showing the 12th attempt. There were us mail, phone calls, and e-mails made to try and cancel. I see no reason as to why they would have no record.
Regards,
[redacted]

April 21, 2014
Dear **. [redacted]:In response to your email of April 11, 2014, regarding consumer [redacted], our records show an order card was received for Paula Deen & Friends Family Favorite on February 26, 2013. Our records show another order card was received for...

Amish Cook’s Family Favorite Recipes on March 26, 2014. Copies of the order cardsare enclosed.The bill for Amish Cook’s Family Favorite Recipes has been cancelled. **. [redacted]’s account is now at a zero balance due. A refund for $5.09 was submitted for the amount she paid for return postage.Her name and address have been removed from our Book Division promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. **. [redacted]’s name and address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers, or sent to any other company.Please feel free to contact me if you need further assistance.Sincerely,

July 15, 2015Dear [redacted]:
In response to your email of July 9, 2015, regarding consumer [redacted], our records show an Organic Gardening magazine order was received on September 18, 2013. In April 2015, Organic Gardening was rebranded to Rodale's Organic Life.
We...

apologize for the inconvenience, but our records show no previously attempted communication to cancel the subscription.As requested, [redacted]’s Rodale's Organic Life magazine subscription has been cancelled. The September/October 2015 issue will be the last she receives. A refund of $19.90 has been issued. She should receive the refund check within two to three weeks. She will also see a credit of $7.98 back on the credit card she previously used to pay for a subscription.
[redacted]’s name and address have been removed from our Rodale's Organic Life promotional list. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name, email, and address have also been added to our suppression file. Please allow up to 10 days for all email suppression requests and 3 to 4 weeks for all other suppression requests to be fully implemented.
Please feel free to contact me if you need further assistance.
Sincerely,Maggie S.
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
I sent the calendar back to them on Friday Dec 19th at the Ontario address by Canada P[redacted] and they should receive the calendar soon. 
I have also contacted them to remove my name from the list earlier when I got a number to call from the website.
Thank you very much for your help.
Happy holidays!
Regards,
[redacted]

In response to your email of August 14, 2015 regarding [redacted], our records show an order for the book [redacted] was received on July 27, 2011 via the Internet.
The bill for [redacted] has been cancelled. If Ms. [redacted] receives another notice in the mail or a phone...

call in the next 1-2 weeks, please have her disregard it. There is no money owed on the account. Our records show the book was shipped on July 27, 2011.Ms. [redacted]’s name and address have been removed from our book division promotional lists. A few more offers may be received because of items that have already been mailed or processed for mailing. Her name, address and email address have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers or sent to any other company.
Please feel free to contact me if you need further assistance.
Sincerely,
Maggie S[redacted] Customer Service Manager

September 4, 2014Dear [redacted]:
In response to your notification of August 26, 2014 regarding [redacted], our records show an order was placed for two sweaters and a bra on August 1, 2014. Both sweaters were discounted and unmistakably shown as FINAL SALE items on the product...

page.Our return policy is clearly explained on our website at http://www.rodales.com/returns.html. The verbiage that pertains to this issue is as follows:If you are not completely satisfied with your purchase or gift, we gladly accept returns and exchanges of unworn and unused items within 30 days of original purchase. (Please note: unfortunately food items, beauty products, underwear, supplements, cleaning items, and final sale items are not covered by our return policy.)
The policy also states that return shipping will be deducted from any refund due, but Rodale’s will pay for shipping if the item is exchanged.
Additionally, truly damaged items, regardless of the sale status are always accepted for exchange or a full refund, including shipping.10 August 2014 – [redacted] contacted our customer service department and stated the product was “garbage” and that she has returned it. She did not provide any detail regarding her description, or state that there was any damage to the garments.
14 August 2014 – Our customer service department sent the following email to our distribution center (DC):[redacted] will be returning two final sale items, [redacted] & [redacted], for a refund. However, the customer only claimed that the items were garbage and told us nothing more about why she felt this way. If there is no damage to the items please let me know and then reship it to the customer. If there is damage, let me know and I will process it as a return.
This shows our intent to grant a full refund if the product was indeed damaged.
20 August 2014 – Our DC receive the return package and advised that the garments were not damaged in any way and that a third item was included, a “simple bra”. This item was eligible for return and a refund was processed. The FINAL SALE items were then re-shipped to the customer.
22 August 2014 – The customer called when she realized the items were being re-shipped to her. The Customer Service Supervisor explained to her the nature of a final sale items and offered to exchange them for another size or color, but she did not accept.According to our policy, no refund was approved as the items were FINAL SALE and there was no evident damage.
Please feel free to contact me if you need further assistance.Sincerely,
Maggie S
Customer Service Manager

In response to your email of January 5th, 2015 regarding [redacted], our records show his email address, [redacted], subscribed to six newsletters on November 23, 2014. Signing up for the newsletters also opted him into commerce emails. Our records show he set permissions to...

unsubscribe commerce emails, as well as three of the newsletters.The email subscription request from [redacted] came from IP address [redacted].According to our records, there is no opt out email request from Mr. [redacted]. I apologize that Customer Service was unable to meet your needs in your attempt to communicate with them.Mr. [redacted]’s name and address have been removed from our email list. A few more offers or newsletters may be received because of items that have already been mailed or processed for mailing. His name, address, and email have also been added to our suppression file which will restrict it from being used for any postal mailings, email offers, telephone offers or sent to any other company.Please feel free to contact me if you need further assistance.
Sincerely,
Maggie S[redacted]
Customer Service Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 20, 2014
Dear **. [redacted]:
In response to your email of February 18, 2014 regarding consumer [redacted], our records show an order for the book Church Potluck Slow Cooker/Casseroles was received on December 12, 2013, via a mailed in card. A copy of the order...

card is enclosed.
**. [redacted]’s order and bill have been cancelled. A refund in the amount of $7.42 is being processed for her return postage expense. She will receive a refund check within two to three weeks.
**. [redacted] mentioned that her mother received several statements from Rodale for a product she never ordered or received. If she would provide her mother’s name and address I would be happy to look into this issue.
Please feel free to contact me if you need further assistance.
Sincerely,

July 8, 2014
Dear **. [redacted]:In response to your notification of July 01, 2014 regarding [redacted], our records show an order was placed for earrings on April 28, 2014. The order was shipped on May 02, 2014. According to the tracking report, the longest delay occurred after the...

package was received by USPS in [redacted], AK. The package was delivered on May 28, 2014.On May 28, 2014, [redacted] contacted our customer service stating she wanted to return the earrings because the delivery took too long. The anticipated return time was similar to the delivery time.On June 20, 2014 **. [redacted] contacted our customer service inquiring about her return.  Our representative advised her that it had not been received in the system yet and asked for the tracking number. She was not able to provide that information. The representative explained that a refund could not be processed until the merchandise was received.On June 23, 2014 8:00pm EDT, **. [redacted] called again and was advised the same. At this time the issue was escalated to a supervisor for review. Due to our normal business hours, the supervisor was not able to review the issue until the following business day.On June 25, 2014 our home office was advised of the situation. I was personally researching the issue with both customer service and our distribution center.On June 27, 2014, 7:30pm EDT [redacted] called again inquiring about the refund. At this time, the earrings had still not been received, however based on the time lapse; our office approved a good-faith refund. A credit of $66.95 was issued the same day at 8:00pm.On June 27, 2014, 7:52pm EDT, [redacted] filed this complaint with your office.The earrings were received in our distribution center today, July 8, 2014.Please feel free to contact me if you need further assistance.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]