[redacted],Per our responses to your inquiry under ticket 335271 on 11/28/16, the ShopGold program ended on 11/2/16. ShopAtHome notified customers on 8/3/16 that we were discontinuing our ShopGold program on 11/2/16. In addition, we sent the reminder email below on both 9/19 and 10/19:"After...
November 2, 2016, access to your ShopGold page will be disabled. This means, you will no longer be able to redeem unused points or reveal the codes on any saved gift cards.Starting November 3, 2016, all unused ShopGold points and unused Saved Gift Cards will be forfeited."We also had the following messaging on our site from 8/3/16-11/2/16: “After Nov. 2, 2016, ShopGold rewards will no longer be redeemable and any unused ShopGold rewards will be forfeited. Saved gift cards that have not had their codes revealed will also be forfeited at that time.” ShopAtHome provided sufficient notice, reminders and site messaging to ensure members had time to save and reveal their gift card codes before the end of the program on 11/2/16. On 8/4/16, you saved 18 gift cards. However, you did not reveal the gift card codes for any of these saved cards. As previously advised, 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 apologize, but ShopGold did end on 11/2/16 as notified. Therefore, all unused rewards and/or unredeemed gift card codes are now considered forfeited.If you have any additional questions, please respond to your service ticket 335271. Kind regards, [redacted], Sr. Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Hi [redacted],Thank you for contacting us through the Revdex.com.Per our email under service ticket [redacted], our records show that you have successfully unsubscribed from all [redacted] email lists. We preselect our email distribution lists; therefore, it may take 3-5 business days for this change to go into...
effect. If after 5 business days you continue to receive emails from [redacted], please forward them to us at [redacted] and we will be happy to research and resolve this issue for you as quickly as possible. If you are receiving emails from other companies, please contact those companies directly to request they remove your email from their lists. Please note that our records show that you have installed the [redacted] Browser App. For more information about the benefits of the [redacted] toolbar browser app, please click here: [redacted]. We show that you have the browser app installed in a [redacted] browser. Therefore, please follow the uninstall instructions for [redacted] listed on our website at:[redacted].[redacted]. If you are using the newest version of [redacted], click the Control key+[shift]+[A] to access the Add-ons Manager tab. If you are using a [redacted], the Control key is your "[redacted]" key. Be sure to restart your computer upon completion of the uninstall instructions.Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer.Please note that third party spyware removal programs, such as [redacted] or [redacted], do not completely remove the [redacted] Browser App, and we strongly advise against using these programs to remove our Browser App.If you have any additional questions, please respond to our email under service ticket [redacted] and we will be happy to help!Thank you,[redacted], Sr. Manager[redacted]
[redacted], Thank you for contacting us through the Revdex.com. Per our response to ticket 329589, your order did not qualify for cash back, as the merchant records show the order was referred to their site through a channel not associated with ShopAtHome.com. 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." Again, we apologize that we were unable to get this order credit to us so that we could offer cash back. However, per our terms and conditions, when an order is not credited to ShopAtHome.com by an affiliate store for any reason, the order does not qualify for cash back rewards. Kind regards,[redacted], Sr. ManagerShopAtHome.com
Initial Business Response /* (1000, 5, 2015/06/02) */
Hi [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 browser app is a voluntary download that is installed by...
the computer user. Our records show that you installed the browser app after completing a survey through Bizrate on 7/6/14.
For more information about the benefits of the ShopAtHome.com browser app, please click here: http://www.shopathome.com/toolbar-info#benefits.
We apologize, but we are unable to remove the browser app on your behalf, as we do not have access to your computer. We show you have the browser app installed in a Firefox browser. Therefore, please follow the uninstall instructions for Firefox listed on our website at: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx. If you are using the newest version of Firefox, click the Control key+shift+A to access the Add-ons Manager tab. If you are using a MAC, the Control key is your "Apple" key. Be sure to restart your computer upon completion of the uninstall instructions.
Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer.
Please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ShopAtHome.com Browser App, and we strongly advise against using these programs to remove our Browser App.
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.
[redacted], Per our conversation, we are working to resolve the issue. As we discussed and per our response to ticket 247821 yesterday, 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.""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."We apologize that the store has not yet resolved our missing purchase inquiry and we will continue to follow up until they have. Please be aware that during and following the busy holiday shopping season, store take longer than usual to respond to our missing order inquiries.Once the store responds to our inquiry, we will be able to resolve the issue. In the meantime, the order is not eligible for cash back, as it has not been credited to ShopAtHome.com by the affiliate store. If the store agrees to credit ShopAtHome.com for referring the order, you account will be credited with the cash back reward. If you have any additional questions, please respond to your service tickets and we will be happy to answer them as best we can.Many kind regards,[redacted] Sr. Manager
Complaint: [redacted]I am rejecting this response because:Contrary to ShopAtHome's response, ShopAtHome's terms currently do not exclude [redacted] reloads. I have a attached a screenshot image of the terms with a timestamp.The term 'Gift card' is not an all-encompassing term that covers reloads because by definition they are factually not the same. The following is the factual difference. A gift card reload requires whoever reloads it to already own a gift card, so I was not buying a gift card. I already owned the gift card and was reloading funds to it. By definition a gift card and a reload are not the same. The factual data proves this. I believe a court would rule the same way if it is necessary to escalate this issue.I am willing to take this issue to social media if necessary and it may reflect negatively on your company should this not be resolved.In conclusion, I have followed the terms as written by ShopAtHome and would like to have the $85.20 cashback added back to my account.Sincerely,[redacted]
Thank you for contacting us through the Revdex.com. We apologize, but we did not find that you have contacted ShopAtHome.com directly regarding your cash back.Please be aware that Cash Back Reward checks are issued each time you reach a minimum of $20 in Cash Back Rewards by the Cash Back Earned...
Date. If your Cash Back Rewards balance is under $20, the balance will roll over to the next scheduled payment period. You must accrue $20 in Cash Back Rewards by the Cash Back Earned Date to qualify for a check. We issue Cash Back Reward checks at the end of each month for Cash Back Rewards earned by the end of the month, two months prior. For example: to receive a check on the 7/31 payout, you would have to have earned $20 in Cash Back Rewards on purchases made through 5/31. If you did not reach the $20 minimum, your rewards would roll into the next month until you reach the $20 minimum by the Cash Back Earned Date for a given payout period.For additional details, please login into your ShopAtHome.com account and refer to the Cash Back Payout Schedule located under "My Cash Back ” https://secure.shopathome.com/MyCashBackHistory.aspx.You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. Your cash back earned through 11/30/15 is $41.57, which is the amount payable on your 1/31/16 check. You have an additional cash back balance of $15.94 on purchases made through 1/31/16. That amount is not payable until you reach another $20 in cash back in accordance with our terms and conditions.Please note that we will be unable to mail you a check on 1/31/16, as you have not yet entered a mailing address into your account. In order to receive your 1/31/16 check for cash back earned through 11/30/15, please enter your mailing address into your ShopAtHome.com account no later than 1/20/16.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
Complaint: [redacted]
I am rejecting this response because: I do not care what your policies or "Technical" definition of what is a received gift card is. Bottom line is I cashed in my reward points for gift card. How am I supposed to know I need to click on them. And regardless of that you handled this poorly and are taking money that I earned out of my pocket period. I am not going to accept any apologies or explanations other than my gift cards. Quit replying back with the same thing over and over and over.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/12/31) */
[redacted],
Thank you for contacting us through the Revdex.com.
We apologize for the delayed response to your inquiries. Unfortunately, during the busy holiday shopping season, it may take us 14 business days to response. Please know that we are...
making every effort to respond as quickly as possible.
We responded to each of your missing cash back inquiries on 12/29, advising that we were researching your purchases with [redacted], as the orders had not been credited to ShopAtHome.com. Our inquiries were resolved earlier this morning, and all three of your orders have been credited. We responded to your tickets that these orders will credit to your account within 24 hours.
If you have any additional questions, please respond to your service tickets and we will be happy to help.
Thank you and Happy New Year!
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund recieved. Thank you
[redacted],Per our responses to your inquiry under ticket 335271 on 11/28/16, the ShopGold program ended on 11/2/16. ShopAtHome notified customers on 8/3/16 that we were discontinuing our ShopGold program on 11/2/16. In addition, we sent the reminder email below on both 9/19 and 10/19:"After...
November 2, 2016, access to your ShopGold page will be disabled. This means, you will no longer be able to redeem unused points or reveal the codes on any saved gift cards.Starting November 3, 2016, all unused ShopGold points and unused Saved Gift Cards will be forfeited."We also had the following messaging on our site from 8/3/16-11/2/16: “After Nov. 2, 2016, ShopGold rewards will no longer be redeemable and any unused ShopGold rewards will be forfeited. Saved gift cards that have not had their codes revealed will also be forfeited at that time.” ShopAtHome provided sufficient notice, reminders and site messaging to ensure members had time to save and reveal their gift card codes before the end of the program on 11/2/16. On 8/4/16, you saved 18 gift cards. However, you did not reveal the gift card codes for any of these saved cards. As previously advised, 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 apologize, but ShopGold did end on 11/2/16 as notified. Therefore, all unused rewards and/or unredeemed gift card codes are now considered forfeited.If you have any additional questions, please respond to your service ticket 335271. Kind regards, [redacted], Sr. Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Hi [redacted],Thank you for contacting us through the Revdex.com.Per our email under service ticket [redacted], our records show that you have successfully unsubscribed from all [redacted] email lists. We preselect our email distribution lists; therefore, it may take 3-5 business days for this change to go into...
effect. If after 5 business days you continue to receive emails from [redacted], please forward them to us at [redacted] and we will be happy to research and resolve this issue for you as quickly as possible. If you are receiving emails from other companies, please contact those companies directly to request they remove your email from their lists. Please note that our records show that you have installed the [redacted] Browser App. For more information about the benefits of the [redacted] toolbar browser app, please click here: [redacted]. We show that you have the browser app installed in a [redacted] browser. Therefore, please follow the uninstall instructions for [redacted] listed on our website at:[redacted].[redacted]. If you are using the newest version of [redacted], click the Control key+[shift]+[A] to access the Add-ons Manager tab. If you are using a [redacted], the Control key is your "[redacted]" key. Be sure to restart your computer upon completion of the uninstall instructions.Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer.Please note that third party spyware removal programs, such as [redacted] or [redacted], do not completely remove the [redacted] Browser App, and we strongly advise against using these programs to remove our Browser App.If you have any additional questions, please respond to our email under service ticket [redacted] and we will be happy to help!Thank you,[redacted], Sr. Manager[redacted]
[redacted], Thank you for contacting us through the Revdex.com. Per our response to ticket 329589, your order did not qualify for cash back, as the merchant records show the order was referred to their site through a channel not associated with ShopAtHome.com. 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." Again, we apologize that we were unable to get this order credit to us so that we could offer cash back. However, per our terms and conditions, when an order is not credited to ShopAtHome.com by an affiliate store for any reason, the order does not qualify for cash back rewards. Kind regards,[redacted], Sr. ManagerShopAtHome.com
Initial Business Response /* (1000, 5, 2015/06/02) */
Hi [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 browser app is a voluntary download that is installed by...
the computer user. Our records show that you installed the browser app after completing a survey through Bizrate on 7/6/14.
For more information about the benefits of the ShopAtHome.com browser app, please click here: http://www.shopathome.com/toolbar-info#benefits.
We apologize, but we are unable to remove the browser app on your behalf, as we do not have access to your computer. We show you have the browser app installed in a Firefox browser. Therefore, please follow the uninstall instructions for Firefox listed on our website at: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx. If you are using the newest version of Firefox, click the Control key+shift+A to access the Add-ons Manager tab. If you are using a MAC, the Control key is your "Apple" key. Be sure to restart your computer upon completion of the uninstall instructions.
Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer.
Please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ShopAtHome.com Browser App, and we strongly advise against using these programs to remove our Browser App.
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
[redacted], Per our conversation, we are working to resolve the issue. As we discussed and per our response to ticket 247821 yesterday, 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.""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."We apologize that the store has not yet resolved our missing purchase inquiry and we will continue to follow up until they have. Please be aware that during and following the busy holiday shopping season, store take longer than usual to respond to our missing order inquiries.Once the store responds to our inquiry, we will be able to resolve the issue. In the meantime, the order is not eligible for cash back, as it has not been credited to ShopAtHome.com by the affiliate store. If the store agrees to credit ShopAtHome.com for referring the order, you account will be credited with the cash back reward. If you have any additional questions, please respond to your service tickets and we will be happy to answer them as best we can.Many kind regards,[redacted] Sr. Manager
Complaint: [redacted]I am rejecting this response because:Contrary to ShopAtHome's response, ShopAtHome's terms currently do not exclude [redacted] reloads. I have a attached a screenshot image of the terms with a timestamp.The term 'Gift card' is not an all-encompassing term that covers reloads because by definition they are factually not the same. The following is the factual difference. A gift card reload requires whoever reloads it to already own a gift card, so I was not buying a gift card. I already owned the gift card and was reloading funds to it. By definition a gift card and a reload are not the same. The factual data proves this. I believe a court would rule the same way if it is necessary to escalate this issue.I am willing to take this issue to social media if necessary and it may reflect negatively on your company should this not be resolved.In conclusion, I have followed the terms as written by ShopAtHome and would like to have the $85.20 cashback added back to my account.Sincerely,[redacted]
Thank you for contacting us through the Revdex.com. We apologize, but we did not find that you have contacted ShopAtHome.com directly regarding your cash back.Please be aware that Cash Back Reward checks are issued each time you reach a minimum of $20 in Cash Back Rewards by the Cash Back Earned...
Date. If your Cash Back Rewards balance is under $20, the balance will roll over to the next scheduled payment period. You must accrue $20 in Cash Back Rewards by the Cash Back Earned Date to qualify for a check. We issue Cash Back Reward checks at the end of each month for Cash Back Rewards earned by the end of the month, two months prior. For example: to receive a check on the 7/31 payout, you would have to have earned $20 in Cash Back Rewards on purchases made through 5/31. If you did not reach the $20 minimum, your rewards would roll into the next month until you reach the $20 minimum by the Cash Back Earned Date for a given payout period.For additional details, please login into your ShopAtHome.com account and refer to the Cash Back Payout Schedule located under "My Cash Back ” https://secure.shopathome.com/MyCashBackHistory.aspx.You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. Your cash back earned through 11/30/15 is $41.57, which is the amount payable on your 1/31/16 check. You have an additional cash back balance of $15.94 on purchases made through 1/31/16. That amount is not payable until you reach another $20 in cash back in accordance with our terms and conditions.Please note that we will be unable to mail you a check on 1/31/16, as you have not yet entered a mailing address into your account. In order to receive your 1/31/16 check for cash back earned through 11/30/15, please enter your mailing address into your ShopAtHome.com account no later than 1/20/16.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
Complaint: [redacted]
I am rejecting this response because: I do not care what your policies or "Technical" definition of what is a received gift card is. Bottom line is I cashed in my reward points for gift card. How am I supposed to know I need to click on them. And regardless of that you handled this poorly and are taking money that I earned out of my pocket period. I am not going to accept any apologies or explanations other than my gift cards. Quit replying back with the same thing over and over and over.
Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/12/31) */
[redacted],
Thank you for contacting us through the Revdex.com.
We apologize for the delayed response to your inquiries. Unfortunately, during the busy holiday shopping season, it may take us 14 business days to response. Please know that we are...
making every effort to respond as quickly as possible.
We responded to each of your missing cash back inquiries on 12/29, advising that we were researching your purchases with [redacted], as the orders had not been credited to ShopAtHome.com. Our inquiries were resolved earlier this morning, and all three of your orders have been credited. We responded to your tickets that these orders will credit to your account within 24 hours.
If you have any additional questions, please respond to your service tickets and we will be happy to help.
Thank you and Happy New Year!
[redacted], Sr. Manager
Initial Consumer Rebuttal /* (2000, 8, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund recieved. Thank you