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Important information
- Additional Info:BBB files show there is a pattern of complaints from consumers claiming to receive magazines they did not order, consumers saying they are charged to automatically renew a subscription without the consumer's authorization, consumers citing problems with cancelling orders and problems reaching the company.
The company has outlined recent steps they have taken to try to alleviate the number of complaints forwarded to BBB, see below for the steps they have implemented to improve their customer service:
1. The company has transitioned to a new Customer Service platform called Zendesk. This system allows them to sort incoming inquiries via email or phone call into specific categories. This allows the company to not only respond to customers in a more timely fashion, but also to have representatives that are specialized in certain partnership aspects. The representatives are assigned a specific partnership and area of expertise within Zendesk, which allows for more detailed and complete service for the customers who reach out with a concern.
2. The company recently transitioned the management of their Customer Service team. This transition took place in mid-March.
3. The company said they send a notification email to any customer who is associated with an automatically renewing order. The customer is sent a notification email 10 days prior to their credit card being charged for the renewal. They have the option to cancel at that time by logging into their online account at www.MagTracker.com. All Blue Dolphin customers have an online account where they can access details relating to their orders and any renewals.
4. In July 2019, the company began providing additional copy on their confirmation emails relating to the terms and details of the automatic renewal process. The company provided BBB a copy of the confirmation email and renewal notification email that they send customers.
5. In October 2019 the company added an opt-in check box on all offers with automatic renewals associated, as well as clearer terms and conditions on each ordering page. Customers are able to opt-out of automatic renewals during the ordering process.
Business Details
- BBB File Opened:
- 7/27/2017
- Business Started:
- 5/1/2005
- Type of Entity:
- Limited Liability Company (LLC)
- Number of Employees:
- 21
Additional Contact Information
- Principal Contacts
- Mr. Michael Borchetta, Owner
- Customer Contacts
- Ms. Jennie Sorrell, Director
- Mr. Michael Borchetta, Owner
Additional Information
- Business Categories
- Magazine Sales
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