[redacted]
Thank you for contacting us through the Revdex.com. We checked our ticketing system and did not find that an inquiry had been submitted to us for assistance.
The ShopAtHome.com savings app is a voluntary download that is installed by the computer user. The savings app cannot be installed...
without the computer user checking a box to agree to our EULA (End-User License Agreement) then clicking "continue." For more information about the benefits of the ShopAtHome.com savings app, please click here: http://www.shopathome.com/toolbar-info#benefits.
We apologize, but we are unable to remove the savings app on your behalf, as we do not have access to your computer. While our savings app help page does default to the Chrome tab, there are also tabs for assistance with Internet Explorer, Firefox and Safari. The instructions for uninstalling the savings app in your Safari browser are listed here: http://www.shopathome.com/toolbar-info under the Safari tab on the far right. Simply click where it says "Click here to uninstall the Browser Savings App." The link provided will take you to this page: http://www.shopathome.com/savings-browser-app-uninstall-safari where you will find the instructions below:
Removing the Browser Savings App for Safari
In the Safari browser, click on the Safari menu in the upper left corner of the browser
Select Preferences from the menu
In the Preferences window, go to the Extensions tab
Select the ShopAtHome.com extension
Click the Uninstall button
If you have any additional questions or require any further assistance, please contact our customer service team here: https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to help.
Thank you,
[redacted]
Sr. Manager
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /[redacted]/
[redacted],
Thank you for sharing your concern; we take customer complaints seriously. We are writing to extend our apologies that you were unhappy with your experience, and to confirm that your email has been unsubscribed. With respect to...
your question about data sharing, we refer you to the section in our privacy policy about our business partners:
We will share information with our business partners. This includes sharing for marketing or advertising purposes. For example, we will share information with Affiliate Stores to process orders or understand preferences. Or we might share information that third parties can use to serve you with ads they think you will like. This could include sharing with our partners what ads you look at. Third parties may use information for their own marketing or advertising purposes.
In this instance, our records show that you did click to download the browser app. This is the only way that we would have gotten your email address. When you did this, a hashed version of your email would have gone to two of our partners, LiveRamp and Solve Media. Their privacy policies are available here: http://liveramp.com/privacy/ and http://solvemedia.com/privacy_info.html. They assist many companies with online advertising services, and you can exercise your choices about these ads at www.aboutads.info.
Please let me know if you have any additional questions.
Very kind regards,
[redacted], Sr. Manager
ShopAtHome.com
The email you received showed your total current cash back. However, cash back is payable after 60 days and when you meet the $20 minimum.You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. The total cash back earned on purchases made through 11/30/15 is $41.57. This is the amount payable on your 1/31/16 check. The additional cash back balance of $15.94 was earned on purchases made through 1/31/16. January purchases are not eligible for payout until 3/31/16, and only if you reach another $20.We apologize for the confusion, but your account is reflecting the correct cash back and payout dates based on our stated terms and conditions and based on the payout schedule listed on your My Cash Back page.Again, please be sure to enter your mailing address, as we will be unable to send your 1/31/16 check without a valid mailing address. If you have not done so, please enter your mailing address by end-of-day 1/22/16.If you have any questions, please contact our Customer Service department by submitting a service ticket here: https://secure.shopathome.com/sahpages/contact.aspx. Thank you,[redacted], Sr. Manager
[redacted]
None of your 3 reported missing Barnes & Noble purchases were credited to ShopAtHome.com by the store. Therefore, the orders did not qualify for cash back. However, we made 3 good faith credits for the cash back. You report two of the purchases with an order date of 11/29/15. Per our previous response, we did not offer the 9% cash back on 11/29/15. Cash back is credited based on the offer posted on our site on the date/time of purchase, not on when you click from our site. If you click from our site, but do not make your purchase until the next day, the cash back rate may have changed. Based on how you reported your missing orders, they have been properly credited. We offered 9% cash back on 11/28/15 and credited your 11/28/15 order with 9% cash back. We offered 3% cash back on 11/29/15 and credited your 2 11/29/15 orders with the 3% cash back offered on that date. Below is how your missing orders were reported to us: Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/29/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 27.99 Description of Item(s) purchased 'Roberto Rossellini's War Trilogy' DVD Box Set Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/28/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 13.99 Description of Item(s) purchased The Rose Blu-ray DVD Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/29/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 13.99 Description of Item(s) purchased 'Throne Of Blood' Blu-ray DVD The good faith make good credits that we made to your account for these three non-qualifying cash back purchases were correctly issued.Thank you,[redacted], Sr. Manager
We apologize that we were not able to resolve this issue in a more favorable manner. However, per our previous emails, phone calls and responses to Revdex.com inquiries, the order does not qualify for cash back based on the terms and conditions of the ShopAtHome.com program. Thank you,[redacted], Sr. Manager
Complaint: 11087266
I am rejecting this response because: this is not an acceptable response and business practice. No other cashback companies operate this way. You should have other procedures in place rather then just telling the customer there's nothing you can do after two months and I have still not received my cash back. Very dissatisfied and disappointed with this company will pursue additional complaints via alternative outlets against this company. Poor customer service.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/12/15) */
Hi [redacted],
Thank you for reaching out to us through the Revdex.com.
We checked our records and found that you contacted ShopAtHome.com on Thursday, 12/10/15 at 2:18pm requesting assistance in removing the browser app in Firefox. We responded to...
your request under ticket XXXXXX on Thursday, 12/10/15 at 2:21pm. Per our response, the browser app is completely voluntary and can only be downloaded by the computer user after agreeing to the End User License Agreement.
We provided a direct link to the Firefox uninstall instructions in our 12/10/15 response. These instructions are listed on our website here: http://www.shopathome.com/savings-browser-app-uninstall-firefox. The browser app information page defaults to the tab for Chrome; however, we also list a tab for Firefox, Internet Explorer and Safari.
Please follow the Firefox specific instructions to remove the browser app from your Add-ons, under Extensions. Please be sure to click "remove" and not "disable." Once you have completed this step, please close all of your Firefox windows and restart your computer.
If you have any additional questions or require further assistance, please respond to ticket XXXXXX and we will be happy to help.
Thank you and Happy Holidays!
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/16) */
I would like to close my complaint. They responded promptly to my requests for help to disable their spammy toolbar for the browser I'm using.
Complaint: [redacted]
I am rejecting this response because: I am still not given what is rightfully due to me, I should recievr 8% cash back and I am being offered 2% after months of back and forth I am still being hit with new news(please see attachement for details).My purchase was made on the 31st. Transaction is never posted on the same day purchases are made. Just because they processed my order a days after I made the purchase that doesnt mean I shouldnt get the cash back that I was quoted, if that is the case u would never get the quoted cash back for this company as they take 2 days to alone to confirm and process your order. If this is the case then this is false advertising. You are advertising something that is unattainable or nearly impossible to attaine. If I saw the 8% and I made my purchase through the link that says 8% then I should recieve 8%.Please see attached an image of the email I recieved from shopathome.com in response to my Revdex.com complaint, it differs from the response that was given to the complaint on the Revdex.com site.
Sincerely,
[redacted]
Per our previous email responses, the issue causing the "Yikes" error was resolved and your cards are available. However, per the program FAQs, you may redeem the code for only one card per day. If you are receiving an error about a print limit, please send ShopAtHome.com a screenshot of the error, as we are not familiar with any error messaging regarding a limit on printing. You can print any gift cards for which you have already redeemed the code. However, again, you may only redeem the code for one per day. We have provided the links to the program FAQs for your reference. ShopAtHome.com has provided the information necessary to resolve this issue; however, we are not able to change the terms of the program. The ShopGold program is working as designed and intended. If you have any additional questions, please respond to the service ticket with ShopAtHome.com. Many kind regards,[redacted]Sr. Manager, ShopAtHome.com
Complaint: 11032178
I am rejecting this response because it is false. I will no longer be doing business with this company. Nor promoting them on my blog. They are the epitome of false advertising.
Sincerely,
[redacted]
[redacted],Thank you for reaching out to us through the Revdex.com. We are sorry that your Hilton stay has not been tracked and credited to ShopAtHome.com. Per our response to your service ticket 248587, Hilton has not resolved our inquiry that we submitted for their review on 1/4/16. ...
Unfortunately, it is not uncommon for a merchant to take more than 45 days from the time we contact them to research and resolve our missing order inquiry. Until Hilton responds to our inquiry, we do not know why your order was not tracked and credited to ShopAtHome.com. Please note per our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back. We are more than happy to research your order, and will credit your account with cash back if and when Hilton agrees to credit ShopAtHome.com for referring your purchase. We will continue to follow up with Hilton and will respond to ticket 248587 as soon as we have a resolution from Hilton. We thank you for your ongoing patience while we work to resolve this issue with Hilton. Very kind regard,[redacted]Sr. Manager
[redacted]
Thank you for reaching out to us through the Revdex.com.
The information previously provided regarding using PayPal was accurate. Walmart does not exclude crediting purchases to us when PayPal is used for payment. Using PayPal is an acceptable payment process and will not prevent your orders...
from qualifying.
Per our email responses and per my call to you, your order does not qualify for cash back because Walmart has denied crediting ShopAtHome.com for referring the purchase. Their tracking shows the order was referred to their site through another channel, as advised in our email on 12/17/15.
We have reached out to Walmart to get further clarification and they have confirmed that their tracking records show you clicked on an advertisement for Walmart that was displayed in a search engine. Because this advertisement was not linked to ShopAtHome.com, Walmart has declined to credit ShopAtHome.com for your order.
As previously explained and as noted in our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back.
Also, please refer to our terms and conditions regarding our process followed for managing missing cash back inquiries. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards."
Your purchase has been researched with Walmart and they have declined to credit ShopAtHome.com for this order. Therefore, the order does not qualify for cash back.
We make every effort to get orders credited and offer cash back. However, purchases must meet the requirements under Qualified Purchases. Again, we're sorry that we were not able to get this order credited.
If you have any additional questions, please respond to ticket 240434.
Very kind regards,
[redacted], Sr. Manager
Hi [redacted], Thank you for reaching out to us through the Revdex.com. ShopAtHome.com works to respond to customer inquiries as quickly as possible. Please note per our auto-response to inquiries, "Please allow 3-5 business days for a response during...
non-holiday/non-peak shopping periods. ShopAtHome.com Business Hours: Monday - Friday, 8:00 AM - 5:00 PM Mountain Time ([redacted]excluding holidays[redacted])." One of our customer service representatives will respond to your ticket as soon as possible. We greatly appreciate your patience and understanding.[redacted]Sr. Manager, ShopAtHome.com
Initial Business Response /* (1000, 6, 2015/10/12) */
[redacted],
Thank you for reaching out to us through the Revdex.com.
We received your inquiry for your missing Sears purchase on 9/12/15. Per our response to you on 9/14/15, Sears did not credit ShopAtHome.com with your order; therefore, we are...
researching the order with Sears to see why they did not track and credit your order to ShopAtHome.com. Per our additional response on 9/28, since the order was not credited to ShopAtHome.com by the store, the order is not eligible for cash back.
Please see our terms and conditions for information on Qualified Purchases and on Missing Transaction Credits.
1. Terms and Definitions, Qualified Purchases: , The following are some reasons why a purchase may not become Qualified Purchase. Our FAQs for cash back provide some other useful answers.
1. If there is an intervening outclick between the ShopAtHome.com click and visiting the Affiliate Store, any purchase made at the Affiliate Store will not be a Qualified Purchase. A Qualified Purchase must be made in the session immediately following the click through to the Affiliate Store, within the period during which the Affiliate Store will track the purchase back to ShopAtHome.com, which may be as little as one hour. (This is referred to as "cookie duration.")
2. Although it is not always noted in the cash back guidelines, many Affiliate Stores have a policy against reselling their products and/or service. If an Affiliate Store reverses or refuses to pay credit to ShopAtHome.com because the Affiliate Store deems the purchase to be reseller activity, the purchase ceases to be a Qualified Purchase.
3. Use of a Coupon that is not affiliated with ShopAtHome.com or one that is not specifically designated as being eligible for plus cash back may prevent a transaction from being a Qualified Purchase. For example, if a Member uses a coupon received directly from a merchant (or other non-ShopAtHome.com source) or a pre-purchased discount vouchers (such as Groupon deals), the transaction may not be considered a Qualified Purchase. Also, if a Member uses a coupon that is listed on the Site, but states "may not qualify for cash back," the purchase may not qualify for cash back.
4. A purchase ceases to be a Qualified Purchase if the purchase is returned to or exchanged by the Affiliate Store, if the Affiliate Store alters the terms or conditions of the purchase, the Cash Back Guidelines for the Affiliate Store posted on the Site are not met, if the Member interacts directly with the Merchant (such as via livechat or phone call during or after the order process)
5. Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase.
2. Provisions of the ShopAtHome.com Program
e. Missing Transaction Credits. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards. Members who believe Cash Back Rewards from a Qualified Purchase are missing from their account after seven (7) days after the date of the Qualified Purchase must contact ShopAtHome.com by using the form found at http://www.shopathome.com/rebateinquiry.aspx ("Rebate Inquiry Form") within thirty (30) days of the original Qualified Purchase date concerning the missing transaction. We may ask you to provide a receipt so that we can research the transaction. ShopAtHome.com is not responsible for missing transaction(s) if you have failed to contact us within thirty (30) days of the original Qualified Purchase date. (EXCEPTION: Travel purchases, other than airline only purchases, are not credited until after travel is complete. Therefore, please notify us if you do not see a credit to your account within sixty (60) days of your travel completion date.) While most missing rebate inquiries can be resolved within 30 days of the date the Rebate Inquiry Form is received, inquiries that require additional research with the Affiliate Store can take longer. ShopAtHome.com will contact you by email once we have a resolution to your missing rebate."
Per our responses to you on 9/14/15 and 9/28/15, we are researching your order with the store; however, they have not yet resolved our inquiry. Per the terms and conditions noted above, it can take longer than 30 days if an order requires additional research with the Affiliate Store.
It has been 27 days since we submitted your missing order to the Affiliate Store (Sears) for their review and resolution. To date, they have not yet resolved our inquiry.
In accordance with our terms and conditions, we will contact you via email as soon as the store resolves our inquiry. Please be aware that cash back will only be awarded if Sears credits ShopAtHome.com for referring your order.
We apologize for the time it is taking for Sears to respond to our inquiry. We will contact you via email to ticket XXXXXX as soon as we have an update on our inquiry with Sears.
Very kind regards,
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs. [redacted]
The tone of the response from Shopathome is that they want to pass [redacted] buck to Sears. The fact of the matter is we depend on Shopathome to receive our cashback and TRIPLE cashback promotion (or any other cashback) is advertised by shopathome not the merchants. It is the agreement between shopathome and Sears based on which cashback business works. Consumers rely on shopathome to get the cashback. So, please do not pass the responsibilities to Sears and hide under terms and conditions.
This is doubly dis-pointing as the click and track back is noted and recorded on your wesbsite and it confirms the click through your website. The order confirmation e-mail came within minutes of the trackback. Shopathome is choosing to hide under the guise of a response from Sears when they are able to confirm the transaction themselves. Consumers can not take responsibilities when their contracted merchants takes 27 days to respond. Shopathome is responsible to their customers not Sears.
Final Consumer Response /* (4200, 12, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, tone of this response reflects shopathome could care less for their customer. It is shopathome which advertizes their cashback not Sears. It is the responsibility of Shopathome to make sure THEIR customers get the cashback, especially in cases where there is clear evidence with trackback that THEIR customers clicked through THEIR website. If their contracted merchant do not credit the cashback for whatever reason then the business model of shopathome fails and customers are being defrauded. In the previous e-mail, shopathome wanted to wait 30 days for Sears reply and now they want to wait 45 days. Clearly, strategy of shopathome is to do nothing and hide under the guise of terms and conditions.
Final Business Response /* (4000, 14, 2015/10/21) */
[redacted],
ShopAtHome.com advertises that we offer cash back on qualified purchases. In order for a purchase to qualify, the order must be credited to ShopAtHome.com by the affiliate store.
Your order has not been credited to ShopAtHome.com; therefore, it does not qualify for cash back. If Sears agrees to credit ShopAtHome.com with your order, we will credit your account with the cash back amount offered on the date of purchase.
ShopAtHome.com has not failed to fulfill our promise. The order does not qualify at this time; therefore, cash back is not payable. Our promise is that when an order does not credit, we willas a courtesyresearch the order with the affiliate store. We are doing that on your behalf and will advise you of the status as soon as the store advises us.
I apologize for the delay in getting the order researched. However, due to an increase in fraud activity, Sears has implemented a policy that takes substantially longer to review missing purchases. We have contacted Sears and followed up, but they have not yet reviewed your order. This is frustrating for us too, as we would love to be able to get you an answer right away. We simply cannot speed the process of any given store.
You will receive an email response to your service ticket XXXXXX as soon as we have a status update on your order. In the meantime, we ask for your continue patience.
Kind regards,
[redacted], Sr. Manager
[redacted], We apologize, but per our previous emails and responses, "ShopGold rewards have never had any value until actually redeemed, and gift card codes have been revealed, as stated during the time the program was offered in our terms and conditions, our ShopGold FAQs, and other communications regarding the program."We notified customers on 8/3/16 that the program was being discontinued. We also provided two reminder notices; one on 9/19 and another on 10/19. In addition, we had messaging on our site from 8/3/16-11/2/16. You “saved” 18 cards on 8/4/16, but did not reveal any of the codes on the saved 18 cards. There is no value unless and until you reveal the codes. And, per our notification emails and site messaging mentioned above, we provided a 90 day notice to ensure you had time to reveal your codes.We apologize, but per our notifications, the ShopGold program ended on 11/2/16 and any unused rewards or unrevealed have been forfeited.If you have any additional questions, please respond to service ticket 335271.Kind regards,[redacted], Sr. Manager
you have not told me any other source. I only clicked with shopathome and checked out with [redacted].you are to pay for me using your services $93.58 as per your 12% cashback promise I see you did not mention to Revdex.com that you closed my account Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] Your Walmart order number [redacted] (amount of $38.88) was not credited to ShopAtHome.com by the store. Per our respond to ticket 250664 on 1/5/16, we are researching the order with Walmart to see why it was not credited. We will respond to ticket 250664 as soon as we have an...
update on the missing purchase. Your Walmart order [redacted] (amount of $8.70) was also not credited to ShopAtHome.com by the store. Per our response to ticket 250665 on 1/5/16, Walmart declined to credit the order to ShopAtHome.com, as their tracking records show that another publisher was credited for referring the order. Per our terms and conditions, we do not offer cash back on orders that are not credited to ShopAtHome.com by an affiliate store for any reason. When another publisher is credited, the store will not also credit ShopAtHome.com.While a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick.Per our terms and conditions, "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member’s account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member’s account with the Cash Back Rewards." We will respond to ticket 250664 as soon as Walmart provides us with details about the purchase. If you have any questions, please respond to the above referenced tickets. Thank you,[redacted], Sr. Manager
Per our exchange through service ticket [redacted] on 8/18/16, this issue has been resolved. Thank you,[redacted], Sr. Manager
Complaint: [redacted]
I am rejecting this response because: I will await your response.
Sincerely,
[redacted]
[redacted]
Thank you for contacting us through the Revdex.com. We checked our ticketing system and did not find that an inquiry had been submitted to us for assistance.
The ShopAtHome.com savings app is a voluntary download that is installed by the computer user. The savings app cannot be installed...
without the computer user checking a box to agree to our EULA (End-User License Agreement) then clicking "continue." For more information about the benefits of the ShopAtHome.com savings app, please click here: http://www.shopathome.com/toolbar-info#benefits.
We apologize, but we are unable to remove the savings app on your behalf, as we do not have access to your computer. While our savings app help page does default to the Chrome tab, there are also tabs for assistance with Internet Explorer, Firefox and Safari. The instructions for uninstalling the savings app in your Safari browser are listed here: http://www.shopathome.com/toolbar-info under the Safari tab on the far right. Simply click where it says "Click here to uninstall the Browser Savings App." The link provided will take you to this page: http://www.shopathome.com/savings-browser-app-uninstall-safari where you will find the instructions below:
Removing the Browser Savings App for Safari
In the Safari browser, click on the Safari menu in the upper left corner of the browser
Select Preferences from the menu
In the Preferences window, go to the Extensions tab
Select the ShopAtHome.com extension
Click the Uninstall button
If you have any additional questions or require any further assistance, please contact our customer service team here: https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to help.
Thank you,
[redacted]
Sr. Manager
Complaint Response Date bumped because: Data Base Migration
Initial Business Response /[redacted]/
[redacted],
Thank you for sharing your concern; we take customer complaints seriously. We are writing to extend our apologies that you were unhappy with your experience, and to confirm that your email has been unsubscribed. With respect to...
your question about data sharing, we refer you to the section in our privacy policy about our business partners:
We will share information with our business partners. This includes sharing for marketing or advertising purposes. For example, we will share information with Affiliate Stores to process orders or understand preferences. Or we might share information that third parties can use to serve you with ads they think you will like. This could include sharing with our partners what ads you look at. Third parties may use information for their own marketing or advertising purposes.
In this instance, our records show that you did click to download the browser app. This is the only way that we would have gotten your email address. When you did this, a hashed version of your email would have gone to two of our partners, LiveRamp and Solve Media. Their privacy policies are available here: http://liveramp.com/privacy/ and http://solvemedia.com/privacy_info.html. They assist many companies with online advertising services, and you can exercise your choices about these ads at www.aboutads.info.
Please let me know if you have any additional questions.
Very kind regards,
[redacted], Sr. Manager
ShopAtHome.com
The email you received showed your total current cash back. However, cash back is payable after 60 days and when you meet the $20 minimum.You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. The total cash back earned on purchases made through 11/30/15 is $41.57. This is the amount payable on your 1/31/16 check. The additional cash back balance of $15.94 was earned on purchases made through 1/31/16. January purchases are not eligible for payout until 3/31/16, and only if you reach another $20.We apologize for the confusion, but your account is reflecting the correct cash back and payout dates based on our stated terms and conditions and based on the payout schedule listed on your My Cash Back page.Again, please be sure to enter your mailing address, as we will be unable to send your 1/31/16 check without a valid mailing address. If you have not done so, please enter your mailing address by end-of-day 1/22/16.If you have any questions, please contact our Customer Service department by submitting a service ticket here: https://secure.shopathome.com/sahpages/contact.aspx. Thank you,[redacted], Sr. Manager
[redacted]
None of your 3 reported missing Barnes & Noble purchases were credited to ShopAtHome.com by the store. Therefore, the orders did not qualify for cash back. However, we made 3 good faith credits for the cash back. You report two of the purchases with an order date of 11/29/15. Per our previous response, we did not offer the 9% cash back on 11/29/15. Cash back is credited based on the offer posted on our site on the date/time of purchase, not on when you click from our site. If you click from our site, but do not make your purchase until the next day, the cash back rate may have changed. Based on how you reported your missing orders, they have been properly credited. We offered 9% cash back on 11/28/15 and credited your 11/28/15 order with 9% cash back. We offered 3% cash back on 11/29/15 and credited your 2 11/29/15 orders with the 3% cash back offered on that date. Below is how your missing orders were reported to us: Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/29/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 27.99 Description of Item(s) purchased 'Roberto Rossellini's War Trilogy' DVD Box Set Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/28/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 13.99 Description of Item(s) purchased The Rose Blu-ray DVD Barnes & Noble Order Number: [redacted] Track Back Number: [redacted] Order Date: 11/29/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 13.99 Description of Item(s) purchased 'Throne Of Blood' Blu-ray DVD The good faith make good credits that we made to your account for these three non-qualifying cash back purchases were correctly issued.Thank you,[redacted], Sr. Manager
Per our response to ticket [redacted] on 12/9/16, we did make the adjustment to your cash back account. Thank you,[redacted], [redacted]ShopAtHome
We apologize that we were not able to resolve this issue in a more favorable manner. However, per our previous emails, phone calls and responses to Revdex.com inquiries, the order does not qualify for cash back based on the terms and conditions of the ShopAtHome.com program. Thank you,[redacted], Sr. Manager
Complaint: 11087266
I am rejecting this response because: this is not an acceptable response and business practice. No other cashback companies operate this way. You should have other procedures in place rather then just telling the customer there's nothing you can do after two months and I have still not received my cash back. Very dissatisfied and disappointed with this company will pursue additional complaints via alternative outlets against this company. Poor customer service.
Sincerely,
[redacted]
Initial Business Response /* (1000, 7, 2015/12/15) */
Hi [redacted],
Thank you for reaching out to us through the Revdex.com.
We checked our records and found that you contacted ShopAtHome.com on Thursday, 12/10/15 at 2:18pm requesting assistance in removing the browser app in Firefox. We responded to...
your request under ticket XXXXXX on Thursday, 12/10/15 at 2:21pm. Per our response, the browser app is completely voluntary and can only be downloaded by the computer user after agreeing to the End User License Agreement.
We provided a direct link to the Firefox uninstall instructions in our 12/10/15 response. These instructions are listed on our website here: http://www.shopathome.com/savings-browser-app-uninstall-firefox. The browser app information page defaults to the tab for Chrome; however, we also list a tab for Firefox, Internet Explorer and Safari.
Please follow the Firefox specific instructions to remove the browser app from your Add-ons, under Extensions. Please be sure to click "remove" and not "disable." Once you have completed this step, please close all of your Firefox windows and restart your computer.
If you have any additional questions or require further assistance, please respond to ticket XXXXXX and we will be happy to help.
Thank you and Happy Holidays!
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/12/16) */
I would like to close my complaint. They responded promptly to my requests for help to disable their spammy toolbar for the browser I'm using.
Complaint: [redacted]
I am rejecting this response because: I am still not given what is rightfully due to me, I should recievr 8% cash back and I am being offered 2% after months of back and forth I am still being hit with new news(please see attachement for details).My purchase was made on the 31st. Transaction is never posted on the same day purchases are made. Just because they processed my order a days after I made the purchase that doesnt mean I shouldnt get the cash back that I was quoted, if that is the case u would never get the quoted cash back for this company as they take 2 days to alone to confirm and process your order. If this is the case then this is false advertising. You are advertising something that is unattainable or nearly impossible to attaine. If I saw the 8% and I made my purchase through the link that says 8% then I should recieve 8%.Please see attached an image of the email I recieved from shopathome.com in response to my Revdex.com complaint, it differs from the response that was given to the complaint on the Revdex.com site.
Sincerely,
[redacted]
Per our previous email responses, the issue causing the "Yikes" error was resolved and your cards are available. However, per the program FAQs, you may redeem the code for only one card per day. If you are receiving an error about a print limit, please send ShopAtHome.com a screenshot of the error, as we are not familiar with any error messaging regarding a limit on printing. You can print any gift cards for which you have already redeemed the code. However, again, you may only redeem the code for one per day. We have provided the links to the program FAQs for your reference. ShopAtHome.com has provided the information necessary to resolve this issue; however, we are not able to change the terms of the program. The ShopGold program is working as designed and intended. If you have any additional questions, please respond to the service ticket with ShopAtHome.com. Many kind regards,[redacted]Sr. Manager, ShopAtHome.com
Complaint: 11032178
I am rejecting this response because it is false. I will no longer be doing business with this company. Nor promoting them on my blog. They are the epitome of false advertising.
Sincerely,
[redacted]
[redacted],Thank you for reaching out to us through the Revdex.com. We are sorry that your Hilton stay has not been tracked and credited to ShopAtHome.com. Per our response to your service ticket 248587, Hilton has not resolved our inquiry that we submitted for their review on 1/4/16. ...
Unfortunately, it is not uncommon for a merchant to take more than 45 days from the time we contact them to research and resolve our missing order inquiry. Until Hilton responds to our inquiry, we do not know why your order was not tracked and credited to ShopAtHome.com. Please note per our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back. We are more than happy to research your order, and will credit your account with cash back if and when Hilton agrees to credit ShopAtHome.com for referring your purchase. We will continue to follow up with Hilton and will respond to ticket 248587 as soon as we have a resolution from Hilton. We thank you for your ongoing patience while we work to resolve this issue with Hilton. Very kind regard,[redacted]Sr. Manager
[redacted]
Thank you for reaching out to us through the Revdex.com.
The information previously provided regarding using PayPal was accurate. Walmart does not exclude crediting purchases to us when PayPal is used for payment. Using PayPal is an acceptable payment process and will not prevent your orders...
from qualifying.
Per our email responses and per my call to you, your order does not qualify for cash back because Walmart has denied crediting ShopAtHome.com for referring the purchase. Their tracking shows the order was referred to their site through another channel, as advised in our email on 12/17/15.
We have reached out to Walmart to get further clarification and they have confirmed that their tracking records show you clicked on an advertisement for Walmart that was displayed in a search engine. Because this advertisement was not linked to ShopAtHome.com, Walmart has declined to credit ShopAtHome.com for your order.
As previously explained and as noted in our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back.
Also, please refer to our terms and conditions regarding our process followed for managing missing cash back inquiries. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards."
Your purchase has been researched with Walmart and they have declined to credit ShopAtHome.com for this order. Therefore, the order does not qualify for cash back.
We make every effort to get orders credited and offer cash back. However, purchases must meet the requirements under Qualified Purchases. Again, we're sorry that we were not able to get this order credited.
If you have any additional questions, please respond to ticket 240434.
Very kind regards,
[redacted], Sr. Manager
Hi [redacted], Thank you for reaching out to us through the Revdex.com. ShopAtHome.com works to respond to customer inquiries as quickly as possible. Please note per our auto-response to inquiries, "Please allow 3-5 business days for a response during...
non-holiday/non-peak shopping periods. ShopAtHome.com Business Hours: Monday - Friday, 8:00 AM - 5:00 PM Mountain Time ([redacted]excluding holidays[redacted])." One of our customer service representatives will respond to your ticket as soon as possible. We greatly appreciate your patience and understanding.[redacted]Sr. Manager, ShopAtHome.com
Initial Business Response /* (1000, 6, 2015/10/12) */
[redacted],
Thank you for reaching out to us through the Revdex.com.
We received your inquiry for your missing Sears purchase on 9/12/15. Per our response to you on 9/14/15, Sears did not credit ShopAtHome.com with your order; therefore, we are...
researching the order with Sears to see why they did not track and credit your order to ShopAtHome.com. Per our additional response on 9/28, since the order was not credited to ShopAtHome.com by the store, the order is not eligible for cash back.
Please see our terms and conditions for information on Qualified Purchases and on Missing Transaction Credits.
1. Terms and Definitions, Qualified Purchases: , The following are some reasons why a purchase may not become Qualified Purchase. Our FAQs for cash back provide some other useful answers.
1. If there is an intervening outclick between the ShopAtHome.com click and visiting the Affiliate Store, any purchase made at the Affiliate Store will not be a Qualified Purchase. A Qualified Purchase must be made in the session immediately following the click through to the Affiliate Store, within the period during which the Affiliate Store will track the purchase back to ShopAtHome.com, which may be as little as one hour. (This is referred to as "cookie duration.")
2. Although it is not always noted in the cash back guidelines, many Affiliate Stores have a policy against reselling their products and/or service. If an Affiliate Store reverses or refuses to pay credit to ShopAtHome.com because the Affiliate Store deems the purchase to be reseller activity, the purchase ceases to be a Qualified Purchase.
3. Use of a Coupon that is not affiliated with ShopAtHome.com or one that is not specifically designated as being eligible for plus cash back may prevent a transaction from being a Qualified Purchase. For example, if a Member uses a coupon received directly from a merchant (or other non-ShopAtHome.com source) or a pre-purchased discount vouchers (such as Groupon deals), the transaction may not be considered a Qualified Purchase. Also, if a Member uses a coupon that is listed on the Site, but states "may not qualify for cash back," the purchase may not qualify for cash back.
4. A purchase ceases to be a Qualified Purchase if the purchase is returned to or exchanged by the Affiliate Store, if the Affiliate Store alters the terms or conditions of the purchase, the Cash Back Guidelines for the Affiliate Store posted on the Site are not met, if the Member interacts directly with the Merchant (such as via livechat or phone call during or after the order process)
5. Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase.
2. Provisions of the ShopAtHome.com Program
e. Missing Transaction Credits. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards. Members who believe Cash Back Rewards from a Qualified Purchase are missing from their account after seven (7) days after the date of the Qualified Purchase must contact ShopAtHome.com by using the form found at http://www.shopathome.com/rebateinquiry.aspx ("Rebate Inquiry Form") within thirty (30) days of the original Qualified Purchase date concerning the missing transaction. We may ask you to provide a receipt so that we can research the transaction. ShopAtHome.com is not responsible for missing transaction(s) if you have failed to contact us within thirty (30) days of the original Qualified Purchase date. (EXCEPTION: Travel purchases, other than airline only purchases, are not credited until after travel is complete. Therefore, please notify us if you do not see a credit to your account within sixty (60) days of your travel completion date.) While most missing rebate inquiries can be resolved within 30 days of the date the Rebate Inquiry Form is received, inquiries that require additional research with the Affiliate Store can take longer. ShopAtHome.com will contact you by email once we have a resolution to your missing rebate."
Per our responses to you on 9/14/15 and 9/28/15, we are researching your order with the store; however, they have not yet resolved our inquiry. Per the terms and conditions noted above, it can take longer than 30 days if an order requires additional research with the Affiliate Store.
It has been 27 days since we submitted your missing order to the Affiliate Store (Sears) for their review and resolution. To date, they have not yet resolved our inquiry.
In accordance with our terms and conditions, we will contact you via email as soon as the store resolves our inquiry. Please be aware that cash back will only be awarded if Sears credits ShopAtHome.com for referring your order.
We apologize for the time it is taking for Sears to respond to our inquiry. We will contact you via email to ticket XXXXXX as soon as we have an update on our inquiry with Sears.
Very kind regards,
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs. [redacted]
The tone of the response from Shopathome is that they want to pass [redacted] buck to Sears. The fact of the matter is we depend on Shopathome to receive our cashback and TRIPLE cashback promotion (or any other cashback) is advertised by shopathome not the merchants. It is the agreement between shopathome and Sears based on which cashback business works. Consumers rely on shopathome to get the cashback. So, please do not pass the responsibilities to Sears and hide under terms and conditions.
This is doubly dis-pointing as the click and track back is noted and recorded on your wesbsite and it confirms the click through your website. The order confirmation e-mail came within minutes of the trackback. Shopathome is choosing to hide under the guise of a response from Sears when they are able to confirm the transaction themselves. Consumers can not take responsibilities when their contracted merchants takes 27 days to respond. Shopathome is responsible to their customers not Sears.
Final Consumer Response /* (4200, 12, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, tone of this response reflects shopathome could care less for their customer. It is shopathome which advertizes their cashback not Sears. It is the responsibility of Shopathome to make sure THEIR customers get the cashback, especially in cases where there is clear evidence with trackback that THEIR customers clicked through THEIR website. If their contracted merchant do not credit the cashback for whatever reason then the business model of shopathome fails and customers are being defrauded. In the previous e-mail, shopathome wanted to wait 30 days for Sears reply and now they want to wait 45 days. Clearly, strategy of shopathome is to do nothing and hide under the guise of terms and conditions.
Final Business Response /* (4000, 14, 2015/10/21) */
[redacted],
ShopAtHome.com advertises that we offer cash back on qualified purchases. In order for a purchase to qualify, the order must be credited to ShopAtHome.com by the affiliate store.
Your order has not been credited to ShopAtHome.com; therefore, it does not qualify for cash back. If Sears agrees to credit ShopAtHome.com with your order, we will credit your account with the cash back amount offered on the date of purchase.
ShopAtHome.com has not failed to fulfill our promise. The order does not qualify at this time; therefore, cash back is not payable. Our promise is that when an order does not credit, we willas a courtesyresearch the order with the affiliate store. We are doing that on your behalf and will advise you of the status as soon as the store advises us.
I apologize for the delay in getting the order researched. However, due to an increase in fraud activity, Sears has implemented a policy that takes substantially longer to review missing purchases. We have contacted Sears and followed up, but they have not yet reviewed your order. This is frustrating for us too, as we would love to be able to get you an answer right away. We simply cannot speed the process of any given store.
You will receive an email response to your service ticket XXXXXX as soon as we have a status update on your order. In the meantime, we ask for your continue patience.
Kind regards,
[redacted], Sr. Manager
[redacted], We apologize, but per our previous emails and responses, "ShopGold rewards have never had any value until actually redeemed, and gift card codes have been revealed, as stated during the time the program was offered in our terms and conditions, our ShopGold FAQs, and other communications regarding the program."We notified customers on 8/3/16 that the program was being discontinued. We also provided two reminder notices; one on 9/19 and another on 10/19. In addition, we had messaging on our site from 8/3/16-11/2/16. You “saved” 18 cards on 8/4/16, but did not reveal any of the codes on the saved 18 cards. There is no value unless and until you reveal the codes. And, per our notification emails and site messaging mentioned above, we provided a 90 day notice to ensure you had time to reveal your codes.We apologize, but per our notifications, the ShopGold program ended on 11/2/16 and any unused rewards or unrevealed have been forfeited.If you have any additional questions, please respond to service ticket 335271.Kind regards,[redacted], Sr. Manager
you have not told me any other source. I only clicked with shopathome and checked out with [redacted].you are to pay for me using your services $93.58 as per your 12% cashback promise I see you did not mention to Revdex.com that you closed my account Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] Your Walmart order number [redacted] (amount of $38.88) was not credited to ShopAtHome.com by the store. Per our respond to ticket 250664 on 1/5/16, we are researching the order with Walmart to see why it was not credited. We will respond to ticket 250664 as soon as we have an...
update on the missing purchase. Your Walmart order [redacted] (amount of $8.70) was also not credited to ShopAtHome.com by the store. Per our response to ticket 250665 on 1/5/16, Walmart declined to credit the order to ShopAtHome.com, as their tracking records show that another publisher was credited for referring the order. Per our terms and conditions, we do not offer cash back on orders that are not credited to ShopAtHome.com by an affiliate store for any reason. When another publisher is credited, the store will not also credit ShopAtHome.com.While a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick.Per our terms and conditions, "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member’s account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member’s account with the Cash Back Rewards." We will respond to ticket 250664 as soon as Walmart provides us with details about the purchase. If you have any questions, please respond to the above referenced tickets. Thank you,[redacted], Sr. Manager