COLLIER COUNTY, Fla. - Our Call for Action investigative team takes on a book club. Doubleday Book Club promises big savings, but one woman got fed up once she got more than double what she ordered, at a big cost!
Therese Davignon, an avid reader, says she's been a loyal Doubleday Book Club member for 15 years.
"They ship them to my home, I have no problem," she told us.
That is, she has never had a problem until recently. In October 2013 she ordered three books and instead she got nine sent to her home. Three exact copies of the three books she ordered.
She returned the extra copies, but when she was having trouble getting her money returned, she got in touch with WINK News Call for Action.
"I had to take a step of action to try to get my money back," she explained.
Our professional and experienced Call for Action volunteers started working her case in December. When the volunteers kept getting the runaround from the company, they suggested that Therese file a complaint with the Attorney General's Office where Doubleday operates. So Therese filed a complaint with the Pennsylvania Attorney General's Office.
"I emailed them and told them the whole situation. They sent me a letter back saying that they were going to look into it thank you for contacting us," she told us after she filed her complaint.
Turns out, Pennsylvania has dealt with Doubleday before.
In 2006, after receiving more than 450 consumer complaints for things like receiving the wrong material and billing complaints, the Attorney General's Office entered into an "Assurance of Voluntary Compliance" agreement with Doubleday.
In it, the company agrees to respond in writing to any complaint made to the Pennsylvania Attorney General's Office, comply with the state's consumer laws, and pay $40,000 for the initial investigation and for future "public protection purposes."
Once she filed a complaint with the Pennsylvania office, Doubleday had to respond. They immediately refunded Therese her money, finally.
But that was not the end of Therese's problems. After getting her refund she wanted to cancel her membership, but couldn't.
Call for Action reached out to Doubleday once again to try to help and got this response:
"We take customer service concerns very seriously. We reviewed the matter and believe it has been resolved. Ms. Davignon has received the credit as requested and her account has been closed.
Her experience was not typical. We regret any inconvenience Ms. Davignon may have experienced."