Hello, I have received complaint #*** and I have reviewed the customer’s caseThe customer has been credited for their *** purchase and should see those funds in their account. In regards to us being unable to accept *** *** receipts (*** is the name of ***’s
order online/pickup in store service), it is true that we cannot accept *** *** receipts at this timeThis is because we can only process receipts from *** cash registers that show the purchase as completedRight now, *** *** receipts come in two forms: the emailed receipt the customer receives and the paper cash register receipt that shows “transaction terminated” at the bottom of the receipt rather than a completed purchaseBecause neither of these receipts meet our requirements for receipt processing, we cannot accept *** *** receipts at this timeWe’re sorry for the inconvenience. Thanks,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below
SavingStar advertised a cash back offer that was IMPOSSIBLE to redeemThis is known as ADVERTISING and is ILLEGAL
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I reject their response based on the fact that my account has still not been reinstated, which means I'm still unable to access my funds.Furthermore:1) There was absolutely no contact from SavingStar on the date they are now claiming to have emailed me; I checked my spam/junk folder and there's nothing thereThat's besides the fact that the supposed date of contact (3/25) would have been nearly weeks after the account was closed as a "precaution."2) SavingStar verifies each and every purchase for its validity before confirming the funds and placing them in my account, they already know that all my purchases are valid and are using this "verification" process as an excuse to drag their feet.3) We all know that SavingStar would never have responded to my repeated attempts at contact, and only did so a month later once the Revdex.com got involved (kudos to organizations like the Revdex.com should be noted here).4) Isn't the point of their cashback portal to use it when shopping online? Since every single one of my purchases are 100% legit (as they have been "verified") I can't understand why they would close the account in the first placeAnd certainly not to simply close the account, locking away my funds, before ever contacting me about it.So to summarize: SavingStar has not been upfront and honest, and has still not resolved my issueExcuses and foot dragging are not a resolution.Regards,
* ***
We recently received complaint #*** in the mailI have reviewed the case in question. Due to a high volume of emails, it can take customer service an extended amount of time to respond to messagesHowever, our records show that we have responded to each inquiry this customer has made
Her question about *** Dry Spray was responded to on 3/and her question about her *** *** purchases was responded to on 3/If she is not seeing these emails in her inbox, I recommend that she add [email protected] to her email contacts list on her gmail account to prevent these messages from being marked as spamAlso, please be sure to check the spam part of her email account to see if our responses are being sent there. I did check the customer's account and all four items mentioned in the complaint have since been rewarded either manually or automaticallyThe customer can confirm this by logging into her account on our website and then going to this URL: https://savingstar.com/account/redemptions . Regarding our response time, this is a reasonable complaint and SavingStar has been making great strides in improving this part our our customer service experienceWe are currently training new staff and hope to see the wait time shortened very soonWe apologize for the inconvenience. Thank you,***
Hello, I have reviewed complaint #*** that we received in the mail on 11/The customer in question wrote our customer service team on 10/about a *** yogurt purchase that did not post to their accountThrough research it was determined that the customer’s submission of their
receipt did not include the unique receipt ID number printed at the bottom of the receiptWe do need this information in order to determine if the receipt has been submitted elsewhere on SavingStar in the past. We responded to the customer on 11/with these findings including links to two sites that give guidelines on how to submit a complete receipt using both our website and the mobile app. I have instructed the agent that handled this ticket to give this customer a courtesy credit for their *** purchaseThis should be processed within the next week. Thank you,***-- *** ***Customer Service Team LeadSavingStar, Inc.***@savingstar.com
I reviewed complaint #*** that we received in the mail on 5/21/The customer in question wrote in to our customer service team on 4/29/about their missing *** Salt purchaseThrough research it was determined that the customer's store loyalty card was not scanned during the
transaction which caused the purchase to not be reported to SavingStar. We responded to this customer on 5/7/and credited the customer's accountThis was not part of the original complaint, but upon my inspection, it appears that the credit was applied inaccurately and was $less than it should have beenI will credit the customer's account for the difference today (5/22)This may take a day or two to be visible to the customer. I would like to express that due to a high volume of tickets, it can take us up to business days to respond to customersI recommend that in the future the customer keep this time frame in mind when writing in to our customer service team
Hello, I’m sorry for the confusionAs I stated in my previous message, these offers are blocked by the mere activation of the offer on the store’s websiteIt does not matter if the customer is redeeming the offer on a specific purchase or notThe offer was either redeemed in a previous purchase, or deactivated on the store’s websiteEither way, the activation took place on the website and will end up blocking that same offer on SavingStar on the same cardWhether or not the receipt shows the DC next to the item does not matter, because it’s the activation of the offer on the store’s website that blocks the offer on SavingStar, not the redemption. Hopefully this clarifies the issue. Thanks,***
We received this complaint in the mail recently and I have reviewed this caseI see that on 6/21/this customer's account was frozen due to an unusually high volume of purchasing activity in this customer's Cash Back Mall accountThe customer was sent a message about their account being frozen
on 6/21/. On 6/30/this account was cleared for reopening and the customer was sent a message informing them of this that same dayThe customer should be able to log in now. If the customer has any further questions or concerns, I recommend that they contact us directly by emailing [email protected]. Thanks,***
Hello, The message that the customer is referring to in their message is the one that appears when an offer on our website or mobile app is “sold out”The packaged goods companies that run offers on SavingStar will sometimes only give us a small number of “activations” per offerThis means
that only a certain number of customers can activate the offer in their account before it sells out and is no longer available for activation for the customer. Because it is the company running the offer that is the one to determine the number of available activations for any given offer, customer service is not able to make sold out offers available to customers who were not able to activate the offerWe are sorry if this causes any inconvenience. In any case, to redeem an offer on SavingStar, the offer must be activated before the purchase is made for that purchase to qualify for redemptionBecause of this we do recommend that the customer activate any offers that they are interested in before going to the store to make a purchasThis is not only a requirement for redemption, but it also will inform the customer if an offer is sold out before they make a purchase. Thank you,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Hello, We received complaint #*** in the mail yesterday and I have reviewed the caseThis customer's SavingStar account was flagged due to a large volume to transactions made through our Cash Back MallThe volume was out of the ordinary, so the account was flagged and closed as a
precautionA message was sent to the customer's email address on 3/25/detailing thisThe customer may want to check their spam or junk mail folder to see if this message ended up there. Since the account has been closed, no funds were removed from the customer's accountWe are in the process of reviewing this account, but the account will be reopened once the customer's purchases are validated.If they have any further questions, I recommend they contact us at [email protected]. Thanks,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
Hello, We received complaint #*** in the mail todayI reviewed this customer's complaint and see that they wrote in on 2/2/Our customer service team reviewed the purchase and found that the UPC submitted with the receipt was for *** Ultra Soft Jumbo Rolls. The offer the
customer activated only included *** Ultra Soft in the Mega Roll size or *** Ultra Strong in the Mega Roll sizeOther roll sizes did not qualify for this particular offerThe offer in question can be viewed here: ***The agent working on this ticket did give the customer a courtesy credit, however we do recommend reading the text of each offer closely to ensure that the item purchased is included in the offer. Thanks,***
We received complaint #*** on Thursday, February 2nd, I reviewed this case and see that this customer’s account was closed because the receipts submitted to their own account were also being submitted to two other customer accountsAll three accounts in question were closed as this
practice effectively attempts to use a single purchase to redeem multiple offers on multiple accounts and is a violation of our terms of serviceUnfortunately, we will not be able to reopen this customer’s account
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response somewhat satisfies my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. It should be noted that the business only provided resolution after a Revdex.com complaint was filed The business refused three times to rectify the situation through their customer service channels
Regards,
*** ***
Hello, We received this complaint in the mail today and I have reviewed this customer’s ticket. This customer wrote in about an offer of 100% off [redacted] Cream Cheese not redeeming to his account for a purchase made at [redacted]. We checked his two registered [redacted] cards and the purchase had...
not been reported to us. We requested that the customer send us his receipt from the purchase so that we could research this issue further and also credit his account. The customer no longer had the receipt. As a one-time courtesy, we credited the customer for the full possibly amount of the offer. However, if this issue continues in the future we will need to see a receipt in order to diagnose and correct the problem affecting his [redacted] cards. Thank you,[redacted] -- [redacted]SavingStarCustomer Service Team Lead
Hello, I have reviewed the rebuttal to complaint #[redacted] that we received in the mail on 11/30. The courtesy credit that the customer referred to did post well after the customer received a response from our agent [redacted]. This is normal and [redacted] did mention in her email that credits can take a day or two to show up in accounts. I did confirm that this credit posted to the customer's account on 11/20. I reviewed the customer's receipt submission again and I determined that the receipt was in fact rejected due to the receipt's unique receipt ID number missing from the submission. We do recommend that the customer submits the full receipt from top to bottom for future submissions.Thank you,[redacted]
Hello, We do apologize for the inconvenience. Please be assured that we are working towards making sold out offers not show up on our mobile app or on the website after they have sold out. Unfortunately we are not able to deactivate offers that other customers have activated but not used, as that would not be fair to the customers who activated the offers first. Once an item is activated, they have up until the offer's expiration to redeem the offer. If you are missing any redemptions for offers that you did activate successfully, please contact our customer service team directly by emailing [email protected] with all of the purchase details and we'd be happy to investigate the purchase further. Thank you, [redacted]
Hello, I have received complaint #*** and I have reviewed the customer’s caseThe customer has been credited for their *** purchase and should see those funds in their account. In regards to us being unable to accept *** *** receipts (*** is the name of ***’s
order online/pickup in store service), it is true that we cannot accept *** *** receipts at this timeThis is because we can only process receipts from *** cash registers that show the purchase as completedRight now, *** *** receipts come in two forms: the emailed receipt the customer receives and the paper cash register receipt that shows “transaction terminated” at the bottom of the receipt rather than a completed purchaseBecause neither of these receipts meet our requirements for receipt processing, we cannot accept *** *** receipts at this timeWe’re sorry for the inconvenience. Thanks,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below
SavingStar advertised a cash back offer that was IMPOSSIBLE to redeemThis is known as ADVERTISING and is ILLEGAL
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I reject their response based on the fact that my account has still not been reinstated, which means I'm still unable to access my funds.Furthermore:1) There was absolutely no contact from SavingStar on the date they are now claiming to have emailed me; I checked my spam/junk folder and there's nothing thereThat's besides the fact that the supposed date of contact (3/25) would have been nearly weeks after the account was closed as a "precaution."2) SavingStar verifies each and every purchase for its validity before confirming the funds and placing them in my account, they already know that all my purchases are valid and are using this "verification" process as an excuse to drag their feet.3) We all know that SavingStar would never have responded to my repeated attempts at contact, and only did so a month later once the Revdex.com got involved (kudos to organizations like the Revdex.com should be noted here).4) Isn't the point of their cashback portal to use it when shopping online? Since every single one of my purchases are 100% legit (as they have been "verified") I can't understand why they would close the account in the first placeAnd certainly not to simply close the account, locking away my funds, before ever contacting me about it.So to summarize: SavingStar has not been upfront and honest, and has still not resolved my issueExcuses and foot dragging are not a resolution.Regards,
* ***
We recently received complaint #*** in the mailI have reviewed the case in question. Due to a high volume of emails, it can take customer service an extended amount of time to respond to messagesHowever, our records show that we have responded to each inquiry this customer has made
Her question about *** Dry Spray was responded to on 3/and her question about her *** *** purchases was responded to on 3/If she is not seeing these emails in her inbox, I recommend that she add [email protected] to her email contacts list on her gmail account to prevent these messages from being marked as spamAlso, please be sure to check the spam part of her email account to see if our responses are being sent there. I did check the customer's account and all four items mentioned in the complaint have since been rewarded either manually or automaticallyThe customer can confirm this by logging into her account on our website and then going to this URL: https://savingstar.com/account/redemptions . Regarding our response time, this is a reasonable complaint and SavingStar has been making great strides in improving this part our our customer service experienceWe are currently training new staff and hope to see the wait time shortened very soonWe apologize for the inconvenience. Thank you,***
Hello, I have reviewed complaint #*** that we received in the mail on 11/The customer in question wrote our customer service team on 10/about a *** yogurt purchase that did not post to their accountThrough research it was determined that the customer’s submission of their
receipt did not include the unique receipt ID number printed at the bottom of the receiptWe do need this information in order to determine if the receipt has been submitted elsewhere on SavingStar in the past. We responded to the customer on 11/with these findings including links to two sites that give guidelines on how to submit a complete receipt using both our website and the mobile app. I have instructed the agent that handled this ticket to give this customer a courtesy credit for their *** purchaseThis should be processed within the next week. Thank you,***-- *** ***Customer Service Team LeadSavingStar, Inc.***@savingstar.com
I reviewed complaint #*** that we received in the mail on 5/21/The customer in question wrote in to our customer service team on 4/29/about their missing *** Salt purchaseThrough research it was determined that the customer's store loyalty card was not scanned during the
transaction which caused the purchase to not be reported to SavingStar. We responded to this customer on 5/7/and credited the customer's accountThis was not part of the original complaint, but upon my inspection, it appears that the credit was applied inaccurately and was $less than it should have beenI will credit the customer's account for the difference today (5/22)This may take a day or two to be visible to the customer. I would like to express that due to a high volume of tickets, it can take us up to business days to respond to customersI recommend that in the future the customer keep this time frame in mind when writing in to our customer service team
Hello, I’m sorry for the confusionAs I stated in my previous message, these offers are blocked by the mere activation of the offer on the store’s websiteIt does not matter if the customer is redeeming the offer on a specific purchase or notThe offer was either redeemed in a previous purchase, or deactivated on the store’s websiteEither way, the activation took place on the website and will end up blocking that same offer on SavingStar on the same cardWhether or not the receipt shows the DC next to the item does not matter, because it’s the activation of the offer on the store’s website that blocks the offer on SavingStar, not the redemption. Hopefully this clarifies the issue. Thanks,***
We received this complaint in the mail recently and I have reviewed this caseI see that on 6/21/this customer's account was frozen due to an unusually high volume of purchasing activity in this customer's Cash Back Mall accountThe customer was sent a message about their account being frozen
on 6/21/. On 6/30/this account was cleared for reopening and the customer was sent a message informing them of this that same dayThe customer should be able to log in now. If the customer has any further questions or concerns, I recommend that they contact us directly by emailing [email protected]. Thanks,***
Hello, The message that the customer is referring to in their message is the one that appears when an offer on our website or mobile app is “sold out”The packaged goods companies that run offers on SavingStar will sometimes only give us a small number of “activations” per offerThis means
that only a certain number of customers can activate the offer in their account before it sells out and is no longer available for activation for the customer. Because it is the company running the offer that is the one to determine the number of available activations for any given offer, customer service is not able to make sold out offers available to customers who were not able to activate the offerWe are sorry if this causes any inconvenience. In any case, to redeem an offer on SavingStar, the offer must be activated before the purchase is made for that purchase to qualify for redemptionBecause of this we do recommend that the customer activate any offers that they are interested in before going to the store to make a purchasThis is not only a requirement for redemption, but it also will inform the customer if an offer is sold out before they make a purchase. Thank you,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Hello, We received complaint #*** in the mail yesterday and I have reviewed the caseThis customer's SavingStar account was flagged due to a large volume to transactions made through our Cash Back MallThe volume was out of the ordinary, so the account was flagged and closed as a
precautionA message was sent to the customer's email address on 3/25/detailing thisThe customer may want to check their spam or junk mail folder to see if this message ended up there. Since the account has been closed, no funds were removed from the customer's accountWe are in the process of reviewing this account, but the account will be reopened once the customer's purchases are validated.If they have any further questions, I recommend they contact us at [email protected]. Thanks,***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
Hello, We received complaint #*** in the mail todayI reviewed this customer's complaint and see that they wrote in on 2/2/Our customer service team reviewed the purchase and found that the UPC submitted with the receipt was for *** Ultra Soft Jumbo Rolls. The offer the
customer activated only included *** Ultra Soft in the Mega Roll size or *** Ultra Strong in the Mega Roll sizeOther roll sizes did not qualify for this particular offerThe offer in question can be viewed here: ***The agent working on this ticket did give the customer a courtesy credit, however we do recommend reading the text of each offer closely to ensure that the item purchased is included in the offer. Thanks,***
We received complaint #*** on Thursday, February 2nd, I reviewed this case and see that this customer’s account was closed because the receipts submitted to their own account were also being submitted to two other customer accountsAll three accounts in question were closed as this
practice effectively attempts to use a single purchase to redeem multiple offers on multiple accounts and is a violation of our terms of serviceUnfortunately, we will not be able to reopen this customer’s account
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response somewhat satisfies my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. It should be noted that the business only provided resolution after a Revdex.com complaint was filed The business refused three times to rectify the situation through their customer service channels
Regards,
*** ***
Hello, We received this complaint in the mail today and I have reviewed this customer’s ticket. This customer wrote in about an offer of 100% off [redacted] Cream Cheese not redeeming to his account for a purchase made at [redacted]. We checked his two registered [redacted] cards and the purchase had...
not been reported to us. We requested that the customer send us his receipt from the purchase so that we could research this issue further and also credit his account. The customer no longer had the receipt. As a one-time courtesy, we credited the customer for the full possibly amount of the offer. However, if this issue continues in the future we will need to see a receipt in order to diagnose and correct the problem affecting his [redacted] cards. Thank you,[redacted] -- [redacted]SavingStarCustomer Service Team Lead
Hello, I have reviewed the rebuttal to complaint #[redacted] that we received in the mail on 11/30. The courtesy credit that the customer referred to did post well after the customer received a response from our agent [redacted]. This is normal and [redacted] did mention in her email that credits can take a day or two to show up in accounts. I did confirm that this credit posted to the customer's account on 11/20. I reviewed the customer's receipt submission again and I determined that the receipt was in fact rejected due to the receipt's unique receipt ID number missing from the submission. We do recommend that the customer submits the full receipt from top to bottom for future submissions.Thank you,[redacted]
Hello, We do apologize for the inconvenience. Please be assured that we are working towards making sold out offers not show up on our mobile app or on the website after they have sold out. Unfortunately we are not able to deactivate offers that other customers have activated but not used, as that would not be fair to the customers who activated the offers first. Once an item is activated, they have up until the offer's expiration to redeem the offer. If you are missing any redemptions for offers that you did activate successfully, please contact our customer service team directly by emailing [email protected] with all of the purchase details and we'd be happy to investigate the purchase further. Thank you, [redacted]