Complaint Review: Norm Thompson Rewards

My 80-something mother somehow got enrolled in the Norm Thompson Rewards program.  She was charged $1.95 the first month and then $14.95 in subsequent months.  After 6 months or so she asked for my help in getting the charges stopped as she said she had already spoken to Norm Thompson and had already filed disputes with her credit card company. 

I called the number next to the charges on the credit card bill (1-888-354-6347) and spoke to a rep who first advised me that the terms and conditions of the program had been emailed and mailed to my mother when she enrolled and that there was nothing he could do about the situation besides unenrolling her so that she would not receive charges in the future.  When I pushed back, the rep offered to refund the most recent month's charge.  When I pushed back further and explained that my mother had tried to get out of the program several months before and had even filed a dispute with her credit card company, the rep relented and offered to refund the program fee going all the way back to the date of her enrollment.  I am cautiously optimistic that the credit will come through.

Bottom line: check your credit card bill carefully, complain at the first sign of a problem charge, and stand your ground and be firm when asking for a refund.  Also, beware of programs like this that offer some appealing deal up front (free shipping on your next order, $X off your next order of $Y, etc.) and then impose unfavorable terms once the trial or introductory period has ended.  Finally, look carefully at what you're getting for your monthly fee; when I looked carefully at the Norm Thompson rewards program, I was shocked at how little it seemed to offer in return for what I think is a very hefty price ($14.95 per month, or $180 per year).