I and another artist share the same mailing address. I used to have a subscription to The Artist's Magazine, but the other person received an offer late last year and mailed it in. However, the bill came to me (I guess because I had a subscription before), but that is not the main problem, just an annoyance - most people like their mail addressed to them and not anyone at the same address they live at.
It therefore became my responsibility to take care of the subscription communications and concerns, as it is in my name and the account number on the magazine is invalid, which means I can only communicate by entering my name. I was going to read it also, so there was no reason for me not to take care of the subscription communications and concerns.
The offer was sent in in December and supposedly made it in in plenty of time for the stated deadline of Jan. 28 - in fact they recorded the subscription order on January 3.
Imagine my dismay when on February 3, I received a dirty and damaged copy of the October issue! Then, when I reviewed my subscription information on their own web site (I printed it out), the order was listed as being placed January 3 for 10 issues with the last issue listed as July/August!
I was very angry and contacted them on February 6, stating in no uncertain terms (but without any improper language) that I expected 10 current issues, not old ones. Their site listed the current issue as March and the only issue I had was the October of the previous year - before the order was placed!
I was responded to by Ashley Richardson of Customer Service who stated their subscriptions do "backstart." What in blue blazes is that supposed to mean? As far as I can tell it means they pick a random starting date for your subscription and start sending you old, leftover copies.
She also stated that "as a courtesy we have extended your account by 5 issues. Your new expiration date is Jan/ Feb." it is a courtesy to expect one year of issues (10 magazines in total) starting after the date you order them? This is similar to subscribing to a newspaper and then being told that all your papers will arrive months after their print date!
Also according to her, I should "expect the April issue to arrive no later than February 29." This means that they still intend on sending me two old magazines, as I do not have Jan/Feb or March yet either!
Their offer did not state I would receive 10 leftover copies. A subscription to a magazine usually entitles you to the current issues, not old ones.
At this point, I have told them that I will accept either 10 current issues starting with April (which should be arriving by Feb. 29, remember) or a complete refund of the sales price in a strongly worded (but still of professional language) e-mailed response. This is more than fair, as I have a sheet which promises me a subscription containing all 10 issues of 2012 (I have each issue and a description of the contents on a piece of paper mailed to us by them), which they now cannot honor unless they send old issues. The first two for 2012 are already old and I did not receive them.
I had also kept the company on my list of possible advertising and marketing for my gallery, but regardless of the outcome I will not ever advertise with them as I do not wish to associate with a company with obviously shady and unscrupulous subscription and customer service practices.
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