F&L Dirt Movers, Corp.

[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]

T May 2, Re: [redacted] ID#: [redacted] Dear [redacted] : Our records indicate that we provided [redacted] with a ShopRunner Free American Express Benefit Membership on February 4, 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-specificSo 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 ***, 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, 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***, Customer Service Manager ShopRunner ell us why here

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
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 16thHere 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 claimsI do not want to return my order, I want to keep itHowever, I expected to arrive as promised through the ads that followed me through my shopping experienceNow 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 thatThe button to perform that action does not work on their siteI tried over several days and the problem persistedSince 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 expiredGiven that scenario, I first sent an email through the contact us form and to date have not received a response to that requestSo, 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 workingThey did cancel my membership for me, but again, this was additional time I had to waste from my day due to their broken promisesSome 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,
*** ***

February 3,
Re: *** ***
ID#: ***
Dear *** ***:
Our records indicate that we provided *** *** with a ShopRunner Free Spend and Get 30-day Trial Membership on March 26, 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 periodIt 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 billedHowever, 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 termAgain, the customer would not be billed as the membership is free of charge
In *** ***’s case, after she signed up for the ShopRunner Free Spend and Get 30-day Trial Membership, she placed an order on the American Eagle website in the amount of $99.83, which qualified her for a free annual ShopRunner MembershipHer ShopRunner Free Spend and Get 30-day Trial Membership then converted to a ShopRunner Free Annual Membership that was set to expire at the end of day on March 25, Since the membership converted for a free annual membership, *** *** had placed two more orders using her ShopRunner benefit
ShopRunner had experienced a sporadic issue with our online Cancel function at the time *** *** attempted to cancel her membership; and for that, we would like to apologizeThe issue has since been correctedHowever, our records do not indicate that *** *** ever contacted ShopRunner Member Services to request to cancel her ShopRunner MembershipHad we received a request to cancel the membership, the representative would have explained that the membership was being provided free of charge and that we would not bill for the membershipIf *** *** had still wished to cancel, the representative would have cancelled the membership
Because *** *** requested to have her ShopRunner Membership cancelled through her Revdex.com inquiry, I did take the necessary action to have the membership cancelledAn email confirmation of cancellation has been sent to *** ***’s email address that is on file with ShopRunner
We at ShopRunner do hope this is a satisfactory explanation and resolution regarding *** ***’s inquiryHowever, if *** *** has any additional questions, we would be more than happy to assist her
Best regards,
Paula L***, Customer Service Manager ShopRunner

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

October 31,
Re: *** ***
File No.: ***
Dear *** ***:
Our records indicate that we provided *** *** with a Free
ShopRunner Membership on December 1, 2015, as an *** *** Cardholder
benefit. The
ShopRunner benefit provides that eligible items that are
placed using the ShopRunner benefit will be delivered within two business days
from the time the items leave the retailer’s distribution center.
It also provides for a postage paid return label that can be used to return
items that are eligible for return back to the retailer.
*** *** did contact ShopRunner Member Services on September
26, and requested we provide him with an *** Shop return label for an
order purchased in December A prepaid return label was forwarded to *** *** at the email address listed on his membership and listed in his Revdex.com
inquiry -- ***@***.com. The
return address listed on the prepaid return label is: *** *** *** **,
Frazeysburg, OH ***. Although the *** Shop has various return
facilities, this is the return address that the *** Shop is currently using for
the return of orders that were placed using the ShopRunner benefit regardless
of their ship date. Actually, in June 2016, ShopRunner was instructed by
the *** Shop to begin using this address on all *** Shop return labels that are
generated by ShopRunner.
Our records indicate that *** *** contacted ShopRunner
Member Services on three more occasions -- October 26, and 28,
2016. Each time, he requested that ShopRunner provide him with a
return label listing a different return address. Each time, the
ShopRunner Member Services Representative advised *** *** that he should use
the return label already provided. The representatives further explained
that returns directed to *** Shop for ShopRunner orders should be directed to
the Frazeysburg, OH address.
ShopRunner is unable to provide *** *** with a return label
that lists an address other than the address provided to us by the ***
Shop. *** *** should use the return label that was already provided by
ShopRunner when making his return. However, I would caution that the
order was purchased about months ago and *** *** may want to consider
contacting the *** Shop to determine if the item is still eligible for return
as the ShopRunner benefit does not alter or negate a retailer’s return
policies.
We at ShopRunner do hope this is a satisfactory explanation
regarding *** ***s inquiry. However, if *** *** has any additional
questions, we would be more than happy to assist him
Best regards,
Paula L***, Customer Service Manager

January 8,
Re: *** * ***
ID#: ***
Dear *** ***:
Our records indicate that we provided *** *** with a ShopRunner Free Spend and Get 30-day Trial Membership on April 19, 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 periodIt 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 billedHowever, 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 termAgain, the customer would not be billed as the membership is free of charge
In ***’s case, she signed up for the ShopRunner Free Spend and Get 30-day Trial Membership on the Easy Spirit siteFor this retailer, the purchase amount required to receive the free annual membership is $On this same day, April 19, 2015, *** placed an order on the *** *** website in the amount of $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,
Our records indicate that *** contacted ShopRunner Member Services on May 13, to request a hard-copy return labelThe representative explained that ShopRunner provides return labels electronicallyThe member must access his or her ShopRunner Membership online in order to print the return labelIn addition, our representatives are able to provide our members with return labels via an email link that must be printed by the memberOur ter** of service do not provide for a hard-copy return label to be sent via white-mailI 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 websiteIn 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 ServiceFor 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 RetailerTo obtain your ShopRunner pre-paid return label simply sign in to the My Account section on www.shoprunner.comNext to each ShopRunner eligible order there is a link to generate a pre-paid return labelPrint the label, affix it to your return packaging and follow the rest of the Retailer's return instructionsPlease remember that only certain ite** shipped via ShopRunner are eligible for free returnsIf 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 usAlso 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 onlyPlease see our FAQs for more information about these fees
However, because *** 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 *** via white-mailThe return label will be mailed to ***’s address that she provided to the Revdex.com: O'Farrell St#715, San Francisco, CA I would suggest that *** 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, *** is requesting to have her ShopRunner Membership cancelledAgain, *** had a free promotional membership that was established on April 19, and was set to expire on April 18, I do not see that *** 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 onlineIf 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 termThere is also a Cancel Immediately link that the customer can click to have the membership immediately cancelled and closedIt does not appear that *** used the Cancel Immediately link
Although we would not have billed *** for her promotional ShopRunner Membership, I did take the necessary action to have the membership cancelledAn email confirmation of the cancellation has been sent to ***’s email address that is on file with ShopRunner
We at ShopRunner do hope this is a satisfactory explanation and resolution regarding ***’s inquiryHowever, if *** has any additional questions, we would be more than happy to assist her
Best regards,
Paula L***,
Customer Service Manager ShopRunner

T May 2, 2017 Re: *** *** ID#: *** Dear *** ***: Our records indicate that we provided *** *** with a ShopRunner Free American Express Benefit Membership on February 4, 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-specificSo when *** *** used her ShopRunner benefit on the devise that she uses to place orders with *** 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. *** ***’s membership shows that she used her ShopRunner benefit when shopping on various retailers’ sites including ***, Drugstore.com, ***, ***, *** and ***, as well as ***. 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 *** *** canceled her ShopRunner membership on April 26, 2017. Because she cancelled the membership, any future orders she places at our retail partners’ sites, including ***, will not have the ShopRunner benefit applied to them. We at ShopRunner do hope this is a satisfactory explanation as to how the *** orders were placed using the ShopRunner benefit. However, if *** *** has any additional questions, we would be more than happy to assist her Best regards, Paula L***, Customer Service Manager ShopRunner ell us why here

I am responding to *** ***’s follinquiry. On May 12, 2017, I reached out to *** *** directly via email to see if I might be able to alleviate the concerns she expressed in her follinquiry. In that email, I explained that after we received *** ***’s Revdex.com inquiry, we worked with *** to have the ShopRunner sign out link added to their website. Below is an image of how the ShopRunner sign out link now appears on the *** website. I also provided information about our Express Checkout feature and our retailer partners who require a minimum order value in order to use the ShopRunner free shipping benefit. Again, we are very sorry *** *** experienced this issue and we are grateful she brought this issue to our attention so that it could be corrected. Below is my contact information. Should *** *** have any further questions after reviewing my email of May 12th, she should feel free to reach out to me directly at the email address or telephone number listed below. Best regards, Paula L***, Customer Service ManagerShopRunner***@shoprunner.com###-###-####

This situation is getting ridiculous in my opinion.ShopRunner representatives continue to question the validity of my return, even though I have provided the webpage from ***shop (https://help-***.custhelp.com/app/answers/detail/***) that clearly states there is a return period of year for items purchased prior to January 20, I'd like to request that ShopRunner reads that page and understands it.They also continue to state that ***shop has provided them an address for ShopRunner returns, but have not stated that they have contacted ***shop to verify that address is correct for purchases made prior to January 20, I personally contacted ***shop, and they advised me to use the address stated on the webpage mentioned earlier.To resolve this case, I would like written confirmation that ShopRunner confirms that, for items purchased from ***shop prior to January 20, 2016, I should use the return label provided by ShopRunner that directs the returned items to Frazeysburg, OH, even though I have been advised otherwise by the ***shop webpage as well as ***shop customer serviceI expect ShopRunner to liaise directly with ***shop on this specific case, instead of providing me a boilerplate statement regarding the label address

October 20,
Re: *** *** ** ***
Dear *** ***
Our records indicate that we provided *** *** with a ShopRunner Free Spend and Get 30-day Trial Membership on October 14, At that time, *** *** 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 periodIt 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 billedHowever, 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 termAgain, the customer would not be billed as the membership is free of chargeIn *** ***’s case, he signed up for the ShopRunner Free Spend and Get 30-day Trial Membership on the *** siteFor this retailer, the purchase amount required to receive the free annual membership is $
On this same day, October 14, 2015, *** *** placed an order on the *** website in the amount of $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 centerIn the case of *** ***’s *** order, it was shipped from the retailer’s distribution center on Thursday, October 15, and delivered to *** *** on Monday, October 19, 2015, which is within two business days
Our records indicate that *** *** contacted ShopRunner Member Services on October 18, requesting to cancel his membershipHis membership was canceled on October 19, 2015, and an email was generated to *** *** to provide him with the confirmation number for the membership cancellation, ***
*** *** is asking for reimbursement for the cost of his order from the Shop *** website because he did not receive the order in time for his intended eventShopRunner 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 benefitTherefore, although his membership is no longer active, I sent *** *** a prepaid return label for his Shop MLB order so he can return the order and receive reimbursement from the retailerThe label was sent to *** ***’s email address that is on file with ShopRunner, which is the same email address *** *** references in his Revdex.com inquiry
We at ShopRunner do hope this is a satisfactory explanation and resolution regarding *** ***’s inquiryHowever, if *** *** has any additional questions, we would be more than happy to assist her
Best regards,
Paula L*** Customer Service Manager
ShopRunner

[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 ***, and find that this resolution is satisfactory to me. Thank you for looking it to it and addressing the issue
Regards,
*** ***