ComplaintsforSam Goody

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On September 21, 2024 at 1:58pm, I went into FYE to purchase a physical item for $2.62 pre-tax. When I got to the register, a male cashier (no name, but ID on receipt for cashier says ******) said they would provide a 10% discount. I thanked them; they asked for my email, which I assumed was to search up my (free) FYE account, and I provided it. He then said he needed my ID, which I was confused about but handed over to him without asking. He then handed me a VIP card and told me that it was free until I downloaded the app and I would get an email within 30 minutes that would allow me to cancel this. He then also said I got a magazine subscription with this, and asked me to pick 3. I was already upset, so I asked for no magazines; he then signed me up for 3. He then told me to sign on a card reader, which I unfortunately did not take the time to read as I am harder of vision. When he handed me the receipt, I realized that not only did I sign off to auto-renewing monthly for a VIP subscription I was not asked for, but that he signed me on auto-renewal to a magazine subscription separately-and both would be charged within a month. I also never got an email, and when I tried to log into my account per the card details, it told me to call a number-which says it has no details on my account. I had to cancel my credit card because of this transaction, and was lied to explicitly in his words about both subscriptions. I know the store and the cashier may not be able to assist me now with cancelling this, but I want the company to track my account and cancel all subscriptions, delete my data from their systems, and ideally not sell any of my data to any additional third parties (provided that there is a way to do this, as I did foolishly sign off on this though I was also pressured to sign as the cashier was distracting me from reading).

  Business response

  09/23/2024

  Could you please let us know which location you shopped in so we can follow up with the store's district manager on training? Thank you! 

  Customer response

  09/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and it appears I need to inform the company of where this occurred (there wasn't an option to add comments, simply accept and close or reject). This incident occurred at the Waterford, CT location at ******* ****, and the address specifically is *** ******** ******** ***** *** ********** ** ****** For reference, the company's response back is as follows below:  Could you please let us know which location you shopped in so we can follow up with the store's district manager on training? Thank you!   Regards, ****** ******

  Business response

  09/26/2024

  To Whom It May Concern: At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 09/23/2024 with the cancellation number being **********. There will be no charges for the membership due to the cancellation.  We can also confirm that we located the orders for ****, ****** and ******* ***** and it was previously canceled on September 23, 2024. Please note that the customer has not been charged and the publisher may send them an additional 1-2 issues, which they may keep with our compliments. Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations ******* **** *** ***** ********* ******Albany, NY 12203Phone: ***** ******** *****Fax: ***** *******************

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had gone to the store to purchase a record for my little girls birthday on May 10, 2024. The lady that checked me out had told me I could get 15/20% (can’t remember which) if I signed up for the FYE backstage pass VIP customer. Said I could cancel it after 3 days if I wanted and wouldn’t be charged for it. Ended up returning the record later that day because I had found it on Amazon for more than half of what FYE had charged me. I called them and canceled the membership 3 days later. They said it was canceled and then I realized last week that they’ve still been taking the money out of my account this entire time. Even put my checking account into the negative doing so.

  Business response

  09/18/2024

  To Whom It May Concern:At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of September 13, 2024 with the cancellation number being **********.  Ms. **** will receive 4 credit(s) of $11.99, which will be processed today and reflected on her next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation. Thank you for allowing us to respond to this concern.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to an FYE store in the auburn mall on my birthday with my kids. I have never shopped there before, and my daughter found some ear pods she liked. I went to purchase and the person at the register was not very cordial, asking for my FYE card. I told her no I do not have one. She then just showed me a post card of magazines and asked which one I wanted. I said “no thank you I don’t read magazines” she then said okay would you like our free reward card to earn points (like every store has) and I said okay sure. She said “give me your license it will make me easier to fill out for you” so I did. I then noticed I had a charge of $11.99 a couple days later and I was confused. It then came again the next month so I called and the woman named “Rainbow” helped me and I told her I was furious that she signed me Up without my consent and I wanted a refund immediately as I do not even shop there it was a one time thing. She said it was non refundable and I was like no way this is not fair at all I never authorized this. I only spent $29 in the store once in my life why would I need a monthly subscription for $12?!!! She said okay she will refund me. A week later there was a refund for only one charge of $11.99. She didn’t refund the first charge. I really don’t have time to be on the phone for 30-60 minutes again because of this! I am so upset.

  Business response

  08/21/2024

  
  To Whom It May Concern:
  At the time of purchase a customer paying with a credit card is offered our membership
  program. There is a pamphlet for our membership program which explains all the terms and
  conditions of the program. The customer is given this pamphlet at the time of purchased.
  There is a phone number within the pamphlet that allows them to cancel via phone.
  We have confirmed the cancellation as of July 1, 2024 with the cancellation number being
  **********. Refund of 2 months was processed. There will be no further charges for the
  membership due to the cancellation.
  Thank you for allowing us to respond to this concern.
  Sincerely,
  Erin S******
  Director - Store Operations
  

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/2/24 I ordered $238.23 worth of merchandise. It said all merchandise was in stock. Was charged on my card. I only ever got an automated response regarding my order. I asked later in a customer support email ticket what the status of my order is. No response. Last week I sent another email on the same ticket. To this day I have had no response from an actual human being nor an update on my order and it has been over a month. I just sent another ticket but if this is how FYE treats someone spending hundreds of dollars I'm not hopeful. This is a lot of money and I want my money back. NEVER order online from here if this is how they are going to treat a paying customer. Even best case scenario they've taken well over $200 of my money from me for over a month now...

  Business response

  07/09/2024

  To Whom It May Concern: Due to the items ordered, this order flagged in our system. We had reached out to the customer via our ticketing system but had not heard back from them. Upon receipt of this complaint, we did find the order in question and it has been submitted for fulfillment.  We have been in contact with the customer through our ticketing system and will continue to do so.  Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations******* **** *** *** ** ********* ****** ******* ** *****Phone: ***** ******** *****Fax: ***** ********www.fye.com 

  Customer response

  07/15/2024

  I am currently disagreeing/not accepting FYE's response as I have not seen any action taken yet. While I appreciate them responding to my email, it has now been another week that has passed since they said they pushed my order forward, with no action happening beyond that. This has been a total of roughly a month and a half now that they have held my money from me with no product or refund delivered. Taking into account how long they have had me messing around, I have to take a "I'll believe it when I see it" point of view here. At this point I'd just like my money back.

  Business response

  07/16/2024

  The order has been cancelled. The customer should see the refund within 3-5 business days.

  Customer response

  07/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards, ******* *******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 27, 2023 I was misinformed about a month subscription. I was not informed that I would be getting charged a monthly fee of $11.99. I have been getting charged ever since. I called today 7/5/2024 and was told I would not be getting a full refund even though I was miss informed.

  Business response

  07/10/2024

  To Whom It May Concern:At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of July 5th, 2024 with the cancellation number being **********. Member was refunded 8 months total. There will be no further charges for the membership due to the cancellation. Thank you for allowing us to respond to this concern.Sincerely,Erin S******Director - Store Operations2428392 INC. dba FYE38 Corporate CircleAlbany, NY 12203

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back on 12/20/23 I was purchasing Christmas gifts at the store and the cashier said I could sign up for their VIP membership to get a discount on the items. It wasn’t explained to me that it cost a monthly fee, I thought it was a free points-type membership which I have a lot of and bc I was making a debit purchase I didn’t realize my card number had been added to the account. I didn’t bother looking through the pamphlet bc I thought it was free and didn’t plan to make another purchase there. Months later I realized I was being charged for the membership. I tried going online and had to make an account on the FYE but still could not find a way to cancel. I never found out that the VIP membership requires a separate account on a separate website. The original site said I could send an email to cancel and I tried that and got no response. I tried calling the number which asked for my account number but by this point I didn’t know where the card was and had no clue what my account number was and on the FYE website there was no account info. I tried emailing again and got an email back saying a reply had been added to my ticket but there was no information and no link and when I logged in there wasn’t anything there either. I finally found the account card and called and the lady tried to discourage me from canceling and tried to read to me all the benefits they offer. When I said no she tried to get me to stay by lowering my monthly payment. Now I understand why you can’t just cancel online like any other subscription service, it’s cause they want to convince you to keep paying them. She finally agreed to cancel and gave me a confirmation number before abruptly ending the call but I don’t know if it’ll really go through, and I want a refund of all my unauthorized payments since I was signed up.

  Business response

  07/10/2024

  To Whom It May Concern:At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of July 5th, 2024 with the cancellation number being **********. Member was refunded 6 months total. There will be no further charges for the membership due to the cancellation. Thank you for allowing us to respond to this concern.Sincerely,Erin S******Director - Store Operations2428392 INC. dba FYE38 Corporate CircleAlbany, NY 12203

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2023 I went into FYE in the Moorestown Mall to purchase a gift. They offered their loyalty program "Backstage Pass" to receive a discount on my purchase. I asked if there was a cost, they replied that it was a free program. Today, I noticed a charge to my bank account for $11.99 for FYE Backstage Pass. I called the bank and was informed I've been charged $11.99 every month for one year.I called FYE and was given the run around with them trying to give me a discounted membership. I made it clear several times that I did not, nor did I ever want this subscription. I never shop at this store, I made only 1 purchase there ever, why would I need their loyalty plan? I finally got the representative to cancel my plan but when I asked for a refund because I was fraudulently signed up, he said it was not refundable. I asked to speak to a supervisor. The supervisor said the best they could do was refund 4 months worth of charges. I have witnesses several other customers online complaining of the same situation that they were told it was a free program then charged every month. I never received any program information from the business, a membership number, or any communication that I was being charged. I need a full refund for all 13 months I was charged.

  Business response

  07/10/2024

  To Whom It May Concern:At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of July 2nd 2024 with the cancellation number being ********************. Member was refunded 12 months total. There will be no further charges for the membership due to the cancellation. Thank you for allowing us to respond to this concern.Sincerely,Erin S******Director - Store Operations2428392 INC. dba FYE38 Corporate CircleAlbany, NY 12203

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i made a purchase from FYE and signed up for some discount thing that came with what I was told were 4 free magazines, Turns out this was a scam. I am now being charged for multiple subscriptions with the credit card I used for my purchase that day. I now have had to go through the process of calling in to an automated system to cancel these subcriptions I NEVER agreed to subscribe to and dispute the mutiple charges with my creditor. I don't know if my bank is going to reverse the charges, so I want this company to REFUND ALL THE MONEY THEY FRAUDULENTLY CHARGED ME and STOP utilizing my credit card for magazine subscriptions an memberships. None of this fraudulent activity was disclosed at the store. I want my name and all other personal information removed from their database, especially my credit card info and any and all sucriptions and memberships stopped IMMEDIATELY.

  Business response

  07/12/2024

  At the time of purchase a customer paying with a credit card is offered our magazine program.  There is a pamphlet for our magazine program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have located the order for Allrecipes and previously processed a cancellation. Please note that the publisher may send an additional 1-2 issues, which they may keep with our compliments. Customers magazine subscriptions to ****** ***** * ******** ******** ********** ********* ****** *** ******* ***** were set up on a monthly billing cycle. The orders were previously canceled for all future charges, which has canceled the fulfillment of your subscriptions. Thank you for allowing us to respond to this concern. Sincerely, Erin S******Director - Store Operations ******* **** *** *** ** ********* ******Albany, NY 12203****** ***** ******** ***** **** ***** ******** ***********

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 31st, 2024, I purchased an item from FYE.com. **** received the package with my order on June 3rd, 2024. It arrived to my area on June 6th, and it was out for delivery the next day. However, my package did not arrive to my place of residence due to insufficient address details on the package, despite the fact that I had provided my full address when I ordered the product (the receipt shows proof of this). Therefore, **** sent my package back to the sender. I have contacted FYE's customer service through email (on June 14th) and through their website's form, with no response as of the moment of writing this. The customer service number on the website was not of much use either, as it only told me to address my complaint through the email. **** claims to have given the package back to the sender (FYE), and I would like to know if they have it. I would also like to know if they are planning on sending the package with the item I ordered back to my place of residence, this time with my full address (which I believe to be the preferable option). If this is not the case, I believe it would only be fair to provide me with a full refund. Order number: #*****

  Business response

  07/03/2024

  To Whom It May Concern: The package has been received by our Customer Service department and is in the process of being reshipped to the updated address provided by the customer.  We have been in contact with the customer through our ticketing system and will continue to do so.  Thank you for allowing us to respond to this concern. Sincerely, Erin S******Director - Store Operations ******* **** *** ***** ********* ****** Albany, NY 12203Phone: ***** ******** ***** Fax: ***** *******************

  Customer response

  07/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    Regards,  ******* *******  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  -Business asks to sign you up for rewards to get 10% off that day -Signed up 5/27 -Business does not tell you that you will be billed the next month to be a member. -Sales associates do not tell you and I was told that they are forced to pull this bait and switch in order to be put on the schedule by their managers.

  Business response

  06/27/2024

  To Whom It May Concern:  At the time of purchase a customer paying with a credit card is offered our membership program. There is a pamphlet for our membership program which explains all the terms and conditions of the program. The customer is given this pamphlet at the time of purchased. There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of 6/26/2024 with the cancellation number being **********. No charges were done, so there is no refund. There will be no further charges for the membership due to the cancellation.  Thank you for allowing us to respond to this concern. 

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