F&L Dirt Movers, Corp.

Re:  [redacted] File No.: [redacted]   Dear [redacted]:   This note is in response to [redacted]’s follow-up inquiry with the Revdex.com.   We did reach out to the [redacted] Shop and in order not to inconvenience or cause [redacted] concern with this return, the [redacted] Shop has issued a refund in the amount of $168.49.  According to the [redacted] Shop, the refund should be available within the next 2-10 days.  We have been told, that [redacted] is welcome to keep the item; there is no need to return it.    We at ShopRunner hope this is a satisfactory resolution to [redacted]s inquiry.  However, if [redacted] has any additional questions, we would be more than happy to assist him.   Best regards,   Paula L[redacted], Customer Service Manager ShopRunner

October 20, 2015
Re: [redacted]
Dear [redacted]
Our records indicate that we provided [redacted] with a ShopRunner Free Spend and Get 30-day Trial Membership on October 14, 2015. At that time, [redacted] received the ShopRunner Free 30-day Trial Membership and the...

opportunity to ultimately earn a ShopRunner Free Annual Membership by placing an order for a retailer-specific amount or more within the 30-day trial period. It is important to note that if a customer does not place an order for the retailer-specific amount or more within the 30-day trial period, the trial membership would automatically expire and the customer would not be billed. However, if the customer places an order for the retailer-specific amount or more within the 30-day trial period, the trial membership would then convert to a free annual membership that would expire at the end of the annual term. Again, the customer would not be billed as the membership is free of charge. In [redacted]’s case, he signed up for the ShopRunner Free Spend and Get 30-day Trial Membership on the [redacted] site. For this retailer, the purchase amount required to receive the free annual membership is $80.00.
On this same day, October 14, 2015, [redacted] placed an order on the [redacted] website in the amount of $80.97. His ShopRunner Free Spend and Get 30-day Trial Membership converted to a ShopRunner Free Annual Membership on October 15, 2015, once his order was shipped from the retailer’s distribution center.
The ShopRunner Free Annual Membership provides that orders for eligible items that are placed using the ShopRunner benefit will be delivered within two business days from the date the order leaves the retailer’s distribution center. In the case of [redacted]’s [redacted] order, it was shipped from the retailer’s distribution center on Thursday, October 15, 2015 and delivered to [redacted] on Monday, October 19, 2015, which is within two business days.

Our records indicate that [redacted] contacted ShopRunner Member Services on October 18, 2015 requesting to cancel his membership. His membership was canceled on October 19, 2015, and an email was generated to [redacted] to provide him with the confirmation number for the membership cancellation, [redacted].

[redacted] is asking for reimbursement for the cost of his order from the Shop [redacted] website because he did not receive the order in time for his intended event. ShopRunner Free Annual Memberships provide members with prepaid return labels for all items that meet a retailer’s return policy; the return labels are a free benefit. Therefore, although his membership is no longer active, I sent [redacted] a prepaid return label for his Shop MLB order so he can return the order and receive reimbursement from the retailer. The label was sent to [redacted]’s email address that is on file with ShopRunner, which is the same email address [redacted] references in his Revdex.com inquiry.

We at ShopRunner do hope this is a satisfactory explanation and resolution regarding [redacted]’s inquiry. However, if [redacted] has any additional questions, we would be more than happy to assist her.

Best regards,
Paula L[redacted] Customer Service Manager
ShopRunner

T May 2, 2017 Re:  [redacted] ID#:  [redacted] Dear [redacted]:  Our records indicate that we provided [redacted] with a ShopRunner Free American Express Benefit Membership on February 4, 2015. ShopRunner’s benefits include unlimited free 2-day shipping on eligible...

products from participating retailers and free shipping on the return of orders that were placed using the ShopRunner benefit.    ShopRunner does not require that a member sign into ShopRunner each time he or she is placing an order on a participating retailer’s site.  Instead, when the member signs into the ShopRunner membership for the first time, there is a “Keep Me Signed In” checkbox.  When this box is checked, the member will remain signed into the ShopRunner benefit across all of our retail partners.    This Keep Me Signed In feature is device-specific. So when [redacted] used her ShopRunner benefit on the devise that she uses to place orders with [redacted] on behalf of her company, she was automatically logged into her ShopRunner membership and those orders were afforded the ShopRunner free 2-day shipping benefit.   [redacted]’s membership shows that she used her ShopRunner benefit when shopping on various retailers’ sites including [redacted], Drugstore.com, [redacted], [redacted], [redacted] and [redacted], as well as [redacted].  She would not have been required to sign into ShopRunner on each of these retailers’ sites when using a devise on which she has previously signed into her ShopRunner Membership using the Keep Me Signed In feature.   Our records do indicate that [redacted] canceled her ShopRunner membership on April 26, 2017.  Because she cancelled the membership, any future orders she places at our retail partners’ sites, including [redacted], will not have the ShopRunner benefit applied to them.   We at ShopRunner do hope this is a satisfactory explanation as to how the [redacted] orders were placed using the ShopRunner benefit.  However, if [redacted] has any additional questions, we would be more than happy to assist her.  Best regards,  Paula L[redacted], Customer Service Manager ShopRunner ell us why here...

January 8, 2016

Re: [redacted]
ID#: [redacted]
Dear [redacted]:
Our records indicate that we provided [redacted] with a ShopRunner Free Spend and Get 30-day Trial Membership on April 19, 2015. Our Spend and Get Trial Memberships offer the opportunity for our members to...

ultimately earn a ShopRunner Free Annual Membership by placing an order for a retailer-specific amount or more within the 30-day trial period. It is important to note that if a customer does not place an order for the retailer-specific amount or more within the 30-day trial period, the trial membership would automatically expire and the customer would not be billed. However, if the customer places an order for the retailer-specific amount or more within the 30-day trial period, the trial membership would then convert to a free annual membership that would expire at the end of the annual term. Again, the customer would not be billed as the membership is free of charge.
In **. [redacted]’s case, she signed up for the ShopRunner Free Spend and Get 30-day Trial Membership on the Easy Spirit site. For this retailer, the purchase amount required to receive the free annual membership is $115.00. On this same day, April 19, 2015, **. [redacted] placed an order on the [redacted] website in the amount of $149.97. Her ShopRunner Free Spend and Get 30-day Trial Membership then converted to a ShopRunner Free Annual Membership that was set to expire on April 18, 2016.
Our records indicate that **. [redacted] contacted ShopRunner Member Services on May 13, 2015 to request a hard-copy return label. The representative explained that ShopRunner provides return labels electronically. The member must access his or her ShopRunner Membership online in order to print the return label. In addition, our representatives are able to provide our members with return labels via an email link that must be printed by the member. Our ter** of service do not provide for a hard-copy return label to be sent via white-mail. I have listed our ter** of service regarding returns below for your review:
For all returns of ite** eligible for ShopRunner benefits, ShopRunner members must follow the Retailer's return policies and instructions that are set forth on the Retailer's website. In the event that a Retailer that participates in the Service offers free shipping on returns we will direct you to return the ShopRunner eligible item through the Retailer's standard process and not through the Service. For ite** eligible for ShopRunner benefits that are shipped via the Service we will provide you with a postage paid return label that can be used to return such ite** back to the Retailer. To obtain your ShopRunner pre-paid return label simply sign in to the My Account section on www.shoprunner.com. Next to each ShopRunner eligible order there is a link to generate a pre-paid return label. Print the label, affix it to your return packaging and follow the rest of the Retailer's return instructions. Please remember that only certain ite** shipped via ShopRunner are eligible for free returns. If your purchase was not eligible for ShopRunner's two-day shipping benefit, if return restrictions were indicated at the time of your purchase, if the Retailer's return policies restrict returns, or if your purchase occurred prior to your joining ShopRunner, you will not be able to obtain a pre-paid return label from us. Also note that some Retailers may charge restocking fees or fees on returns of non-defective ite**, or may provide refunds for returns in the form of store credits only. Please see our FAQs for more information about these fees.
However, because **. [redacted] is requesting a hard-copy return label as part of the resolution to this issue, I have made arrangements to send such a label to **. [redacted] via white-mail. The return label will be mailed to **. [redacted]’s address that she provided to the Revdex.com: 631 O'Farrell St. #715, San Francisco, CA 94109. I would suggest that **. [redacted] check with the retailer to ensure her item is eligible for return prior to using the return label to ship the product back to the retailer.
In addition, **. [redacted] is requesting to have her ShopRunner Membership cancelled. Again, **. [redacted] had a free promotional membership that was established on April 19, 2015 and was set to expire on April 18, 2016. I do not see that **. [redacted] cancelled her membership online or that she contacted ShopRunner Member Services to have the membership cancelled.
Our members can cancel their membership by accessing their account online. If the customer has a free promotional membership as this customer did, clicking the Cancel button will return a message advising that the account will expire at the end of its term. There is also a Cancel Immediately link that the customer can click to have the membership immediately cancelled and closed. It does not appear that **. [redacted] used the Cancel Immediately link.
Although we would not have billed **. [redacted] for her promotional ShopRunner Membership, I did take the necessary action to have the membership cancelled. An email confirmation of the cancellation has been sent to **. [redacted]’s email address that is on file with ShopRunner.
We at ShopRunner do hope this is a satisfactory explanation and resolution regarding **. [redacted]’s inquiry. However, if **. [redacted] has any additional questions, we would be more than happy to assist her.
Best regards,
Paula L[redacted],
Customer Service Manager ShopRunner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: First, while the shipping logic may make sense, ShopRunner was promoting ads throughout my shopping experience letting me know that if I signed up for their services I would receive my order by Friday, October 16th. Here is link to a screenshot showing a similar offer now (highlights in red for emphasis). They now do not want to take responsibility for making false claims. I do not want to return my order, I want to keep it. However, I expected to arrive as promised through the ads that followed me through my shopping experience. Now that the delivery did not go through as promised, I at the very least would like some financial compensation from ShopRunner. In addition, nothing in the response addresses the other part of my complaint that while ShopRunner maintains you can cancel your membership online, there is actually no way to do that. The button to perform that action does not work on their site. I tried over several days and the problem persisted. Since I could not cancel my membership online, it would mean that there was no way to prevent my membership from auto-renewing and charging my card when it expired. Given that scenario, I first sent an email through the contact us form and to date have not received a response to that request. So, I was forced to take additional time to contact customer service directly via the phone, where I was told they did not know why the site's button was not working. They did cancel my membership for me, but again, this was additional time I had to waste from my day due to their broken promises. Some form of financial compensation seems reasonable given ShopRunner's inability to deliver services as promised and basic customer service through their site as promised as well. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  Thank you for looking it to it and addressing the issue.
Regards,
[redacted]