Mr. Rebates, Inc.

Initial Business Response /* (1000, 5, 2016/07/14) */
Hello,
We have no customer service people with the name "***" so I'm not sure what the customer is referring toI believe this customer may be referring to a merchant she ordered merchandise from and not MrRebates? MrRebates is
simply a third party service that rewards customers cash back on their shopping so any customer service inquiries that are dealing with merchandise issues are not our responsibility since we don't handle the merchandise / ordering / shipping
I think this Revdex.com case is in error but I will also point out a mis-spelling error on the customer's email account below which will cause her issues in the future:
We located a customer record under the email address of ***@gmail.comNote the mis-spelling on the "com" portion of the email address so this customer would likely never be able to access their account
We have updated the customer's email address to remove the extra "1" on their email address so she can login to her account with the password she used using the page below:
https://www.mrrebates.com/login.asp
Please note the customer also has a 2nd account under the email address of: ***@gmail.com
Initial Consumer Rebuttal /* (3000, 7, 2016/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had phone issues and can't get to my accountSince you know it is me, why not give me my money that I know I have comming.If you type me a check and mail it to me the account would be closed and forgivenThanks, ***
Final Consumer Response /* (2000, 11, 2016/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Can't use any of these e-mail so forget itCase closed
Final Business Response /* (4000, 9, 2016/07/15) */
Hello,
MrRebates does not offer telephone support and all customer service is done via email
We found accounts under the name "*** ***" (in Whitley City, KY):
***@mac.com
***@gmail.com
***@gmail.com
Simply login with those accounts by using the passwords *** you provided upon registrationYou will be able to "cash out" those accounts when your rebates move to "Available" status after days from the purchase date
The login page is here:
https://www.mrrebates.com/login.asp
If you have forgotten your password(s), please use this page:
https://www.mrrebates.com/forgot_password.asp

Initial Business Response /* (1000, 5, 2017/01/18) */
Dear Revdex.com,
The account: ***@outlook.com was disabled due to fraud signals that our security system found in the account
The customer contacted our compliance deptand we were waiting for a reply back to one of our email queries
which was left unanswered by the customer
However, a compliance specialist has reviewed the account once more and it looks like the security signals were incorrect by our computer algorithm so we have sent the *** to the customer's Paypal account as requested so this case may be closed
Initial Consumer Rebuttal /* (2000, 7, 2017/01/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
received the refund

Initial Business Response /* (1000, 5, 2017/10/10) */
Hello,
MrRebates, Inchas added a *** manual cash back rebate to Mr***'s account
As part of a standard business practice, a claim was opened with Sears on 9/17/per Mr***'s request but Sears still has not reviewed that
claim as of today, 10/10/
However, as a customer service, we have forwarded this manual cash back rebate to the account regardless of Sears delay in reviewing the claim
Regards,
Customer Service
MrRebates, Inc

Initial Business Response /* (1000, 6, 2017/07/24) */
The claim above was reviewed and approved by *** today and the cash back was awarded to the customer's account per the MrRebates' claim process
Initial Consumer Rebuttal /* (2000, 8, 2017/07/25) */
mrrebates has added the funds to my
accounti would like to close this case

Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: Phyllis, Customer Svc Mgr
Contact Phone: None
Contact Email: ***@mrrebates.com
I have looked into the account for *** *** and found that no formal claims have been filedShe mentions in her report that
she called us to discuss this matter however our Customer Service is entirely by Email
I have just filed the claim for her based on the information provided in this complaint and am hopeful that CYMAX will give us a reply soonThere was a coupon discount of $which may be the reason why this did not post a rebateOnly certain coupons that are posted on MrRebates are allowed by our merchants
We will pend this matter until we hear back from CYMAX as they have the data for the tracking of this order
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not sure I understand the response which is why I selected "no." It sounds like MrRebates is following up with Cymax to get the rebate releasedIf so, I appreciate that but do not understand the issue about accepting the couponI checked and there were no restrictionsIf they didn't want to rebate large ticket items they should have so statedI was concerned enough about this that I found a phone number for me rebates and spoke to a gentleman that was not very pleasant but did however, answer my questions as I statedIf we are in the process of trying to get the rebate credited to my account, I am willing to wait
Thank you for your efforts on this
*** ***
Final Consumer Response /* (3000, 17, 2015/06/30) */
I still do not understand why I only received half of the rebate amountI list approx $I would particularly like to know why the original rebate was not added to my account as is usually doneI want to understand if it was an "error" on the part of Cymax or MrRebates so that I know how to proceed in my future business dealings with them
Thank you,
*** ***
Final Business Response /* (4000, 19, 2015/06/30) */
Contact Name and Title: Phyllis C*** Customer Service Manage
The amount of $is 5% of the purchase price listed of $1,
The customer clicked on Cymax on 2/15/when a 5% cash back rebate was active so the calculation is correct on the customer's manual rebate
OFFER:
The correct amount was added to your account as $Please refer to your Account Summary page as your Cymax manual rebate is listed there
Again, 5% of $1,is $so the correct amount was posted initially
Also, please use our "Help" "Contact Us" feature as that is the channel to resolve your customer service inquiries

Initial Business Response /* (1000, 5, 2016/12/19) */
Hello,
*** from customer service explained that we do not accept claims for purchases from Amazon per the MrRebates' terms and conditions and the restrictions posted for Amazon on their store
page:
***
*** also asked that she open claims for Groupon so that we can investigate further as Groupon does allow MrRebates to open claims on the customer's behalfCustomer did not open claims for Groupon or show proof of purchase so we are waiting on that further information
Claims can be opened at this page at MrRebates:
***
Initial Consumer Rebuttal /* (3000, 11, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was never said to mePlease see what they says
Hello,
Thank you for taking the time to answer those questionsWe apologize for any inconvenience
The suggestions that we can give to try and alleviate these tracking problems are:
Try a different web browser on your next MrRebates' order which may "reset" some of your settings from your current browserThe free Safari web browser has helped some of our members with tracking issues:
***
If you have access to a different PC like a work computer, etc., please try your next MrRebates order on that computer to see if this alleviates the tracking issues
It sounds as though you have been spending a lot of money at Amazon, so please note that the store has the following restriction:
"Bulk/Reseller purchases may void cash back."
As I mentioned in my previous email, the most common issue I see for Amazon is that people are purchasing outside of the listed categoriesThere is a list of 5-categories in the middle column of the Amazon pageOnly items in those departments will generate cash backPlease make sure you pay careful attention to ensure you are purchasing eligible items
Please submit claims for any of the non-Amazon ordersYou can use the special link below if the order is less than days old:
***
Unfortunately, we are not able to accept claims for Amazon, per the merchant's restrictions:
"Any cash back transaction that is not reported by Amazon's internal affiliate system cannot be opened as missing cash back rebate claims."
We normally open a claim when a customer reports a missing rebateThe merchant then reviews the transaction and either approves or denies itIf the claim is approved, we are able to pass along cash back
Unfortunately, Amazon will not consider claimsIf a merchant will not consider a claim, we are not compensated for your orderAs such, we cannot offer a rebate per the MrRebates' terms and conditions
Regards,
***
Customer Support
MrRebates
***
Final Business Response /* (4000, 13, 2016/12/21) */
Hello,
After reviewing the invoices in the PDF, all Amazon orders took place on Amazon.ca (Canada version of Amazon)Cash Back is only eligible on the U.Sbased version of Amazon.com (not Amazon.ca) as Amazon does not pay cash back on purchases made on their Canadian version of the siteIt is likely that Groupon.ca was also used which is also the same issue
Also, many of the items were not eligible categories for AmazonAmazon changes the eligible categories for cash back on a daily/weekly basisFor example, today only Clothing, Kitchen & Dining, Tools and Home Services are eligible for cash backIf a customer tries to buy electronics, books or anything not in that list, it doesn't qualify for cash back which is the case on many of these invoices also
However, regardless of the Terms and Conditions of MrRebates and Amazon exclusions mentioned above, we are going to resolve this situation in the interest of customer service
The totals were added up in the attached invoices for both Amazon and Groupon and the total was *** Canadian which equates to *** at today's exchange rate from Canadian to US dollar
A blended rate of ** cash back will be used for all purchases which equates to *** & ** = ***
The *** has been added to the customer's AVAILABLE rebate account so that she can cash out immediately via check or Paypal
We also suggest that she uses a Canadian cash back site called *** so that the US vsCanada website issues do not continue to occur as we only offer rebates to the .com (US based) version of each store
MrRebates has done its best to educate the customer about store policies, the Canadian vsUS based website and made a customer service gesture to cover her purchases that did not qualify for cash back

Initial Business Response /* (1000, 5, 2015/11/09) */
Contact Name and Title: Phyllis [redacted]
Contact Email: [redacted]@mrrebates.com
Dear Revdex.com,
Per the Mr. Rebates claim policy detailed in the Terms and Conditions, a claim was opened with Sandals which was then refused payment by Sandals on two...

occasions.
Sandals sent a screenshot as proof that the actual booking for the trip was made on 3/3/15 and not the reported order date of 6/19/15.
However, as a customer service, Mr. Rebates will absorb the cost of this cash back claim as an exception to the Mr. Rebates' Terms and Conditions regardless of Sandals claim denial.
The manual rebate of $110.28 has been added to the customer account in their "AVAILABLE" rebates section.
OFFER:
$110.28 added to "AVAILABLE" rebates section in lieu of Sandals denial.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The rebate amount requested for the purchase made was manually given.

Initial Business Response /* (1000, 5, 2017/04/20) */
Dear Revdex.com & [redacted],
We are sorry your experience has not been optimal at Mr. Rebates. Please note that the customer service team followed all protocols as detailed in the Mr. Rebates' Terms and Conditions for when a customer opens a...

"claim" for missing cash back.
The customer service agent followed these steps:
1. The customer submitted a missing cash back claim to the Home Depot for order #WXXXXXXXXX on 4/3/17.
2. The Home Depot responded back citing that order # WXXXXXXXXX was commissioned to another coupon or cash back website (they did not specify which website) which means the customer may have surfed to another website after the Mr. Rebates' Home Depot click.
3. Subsequently, the claim was denied per the Terms and Conditions since the Home Depot denied payment of the order.
HOWEVER, in the interest of customer service, a manual rebate of [redacted] has been added to [redacted]'s account in her AVAILABLE rebates area.
We hope this is a satisfactory resolution to this claim as we will override Home Depot's decision to not pay the cash back in the interest of customer service.
Initial Consumer Rebuttal /* (2000, 7, 2017/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: Phyllis [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mrrebates.com
Per the Terms and Conditions of the Mr. Rebates website which is bound to each customer when they register with the Mr. Rebates' website...

(http://www.mrrebates.com/terms_conditions.asp), there is a formal claim process when cash back is not reported by a merchant.
Here are the events that lead to the denial of this claim:
1. The customer reported the missing cash back and the Mr. Rebates claim manager opened a claim with Groupon.
2. The contact at Groupon denied payment of the commission / cash back stating that the commission was given to a website called techbargains.com. This was from Groupon's internal records based on the order number given by the customer. The customer appealed this decision and Mr. Rebates customer service again contacted Groupon for a second review and they again denied stating that Groupon already paid out a commission on the said order to a website called TechBargains.com.
3. Groupon denied payment for that order number so the claim is denied per the Terms and Conditions of the Mr. Rebates website.
Here are the specifics from the Terms to indicate that Mr. Rebates makes every effort to collect cash back on a claim but we do not guarantee any cash back any time:
http://www.mrrebates.com/terms_conditions.asp
From the "EARNING CASH BACK REBATES" section:
Mr. Rebates makes no guarantees that cash back will be rewarded on purchases even if all steps are followed for a 'Qualified Purchase'. When a rebate inquiry claim is filed by a member, Mr. Rebates customer support will contact the merchant in question and will seek a resolution but Mr. Rebates will not offer the rebate in question unless the merchant agrees to pay Mr. Rebates for that particular rebate. If after 4 weeks, a merchant does not resolve the rebate issue, this will constitute non-payment from the merchant and the rebate inquiry cannot be paid.
Again, it is written in the terms and conditions that Mr. Rebates will make every effort to recover cash back with a claim but if the merchant denies that claim (for any reason), the cash back will not be paid.
OFFER:
Per the Terms and Conditions, Mr. Rebates has attempted to collect the cash back via a claim process with Groupon which was denied by Groupon.
The cash back payment was not funded by Groupon so the claim for the cash back has been denied as written in the terms as the Mr. Rebates' claims procedure.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reject Mr. Rebates explanation for three reasons.
First, despite what they claim, the Mr. Rebates website does say that all you have to do to get a rebate is use their web portal so Mr. Rebates has guaranteed payment if I use their site which I did. See the excerpt from Mr. Rebates FAQ Section below. Please note that there is no statement there about needing to wait to receive a commission from the store and no disclaimer that they don't pay out rebates if the merchant denies the claim.
Their own statement in their own FAQ totally contradicts their claim that they "make no guarantees that cash back will be rewarded on purchases even if all steps are followed..." Their FAQ says that if you use their website and click on the merchant that will "MAKE SURE" that you get your rebate. That sure sounds like a guarantee to me. For reference, look at Mr. Rebates "FREQUENTLY ASKED QUESTIONS" found here.
http://mrrebates.com/support/faqs.asp
"HOW DO I SHOP AT A MR. REBATES STORE AND EARN CASH BACK?
The ONLY ACTION REQUIRED to get a cash back rebate IS TO SIMPLY CLICK ON YOUR DESIRED STORE AND MAKE YOUR PURCHASE IN THAT SAME CLICK SESSION. Your click-through from Mr. Rebates activates a code in the store's shopping cart THAT WILL MAKE SURE THAT YOU ARE CREDITED WITH THE REBATE.
Each order from a participating store requires a unique click-through from Mr. Rebates. If you are making multiple orders then make sure you have a separate store click for each corresponding order.
Please note that rebates do not show up in a store's shopping cart. REBATES ARE CREDITED A FEW DAYS LATER in your Mr. Rebates' account."
If you look at Mr. Rebates' own language in their FAQ, there is no disclaimer, no qualification on payment, no notice provided that they won't pay their claims if you use their website. The are just making false statements now because they made false promises and don't want to pay out what they owe.
Second, I called Groupon and told them what Mr. Rebates said and they denied that there was any record of any commission paid out on my order. I spoke with a representative named spoke to Tycelynn at Groupon, she not only confirmed that there was no rebate in their records but she went and spoke with her supervisor who also reviewed the file and re-confirmed that there was never any kind of rebate, discount or voucher given for my 2 Samsung TV purchases. So Groupon itself is disputing Mr. Rebates' false claims. Mr. Rebates just doesn't want to pay out the rebate and that is contrary to their own statements and policies mentioned in their FAQ above.
Third, when I contacted Mr. Rebates and told them that Groupon said there was no rebate paid out Mr. Rebates told me not to contact Groupon. They tried to discourage me from investigating their false denial. They said they work with an unnamed third party on the rebates. I asked them to tell me who that was since they obviously made a mistake and offered to participate on a joint call with them to explain the situation and they told me they woudn't tell me who handles the rebates and wouldn't allow me to speak to their third party. That's ridiculous. It's very easy and very unprofessional to say that some mysterious, unidentified and unnamed third party controls the rebates and then blame the third party for denying the rebate when it is Mr. Rebates responsibility since they are the ones that made the promise to pay the rebate if all of the steps were followed... which I did.
Final Consumer Response /* (2000, 11, 2015/07/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this proposed resolution since it matches the resolution I requested in my initial complaint. Thank you.
Final Business Response /* (4000, 9, 2015/07/27) */
Contact Name and Title: Phyllis [redacted] Customer Service Manage
This case has been appealed with the president of the company and, as a customer service, the manual rebate will be paid out to this customer at the expense of Mr. Rebates.
Please note that the customer must be bound to the Terms and Conditions of the website for any future purchase. The FAQ's are not a legal document and only serve as guidelines.
The manual rebate has been added to the customer account but please note that any further purchases are bound by the terms and conditions of Mr. Rebates.
OFFER:
The manual rebate has been added to the customer account.