ShopRunner, Inc

I ended up with a membership through one of their retailers I signed up for two day shipping, but it wasn't clear from the retailer that this was being offered by an outside company, Shoprunner I thought it was just the name of their two day shipping service When I went to cancel online, I found the Cancel Membership button on their website didn't work It continued to not work for weeks Is it really so hard for their web guys to fix or are they hoping people will be too lazy to call and cancel before it auto-renews? Also, there is no way on their website to remove your credit card information or remove your contact informationSince the online cancel button did not work, I had to call to cancel my membership The first time I called to cancel, my membership continued to show it would auto-renew It took a second call to get it cancelled (and she acknowledged they know the Cancel Membership button has been broken for weeks) It appears Shoprunner is trying to trick customers and purposely makes it hard to cancel your membership

November 7,
Re: *** ***
File No.: ***
Dear *** ***:
Our records indicate that we have provided *** *** Free Annual ShopRunner Membership on November 2, as an *** *** Cardholder benefitShopRunner’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
On this same day, November 2, 2014, *** *** placed an order on the *** website using his Free ShopRunner Membership
Our records indicated that on November 4, 2014, *** *** contacted us via *** to advise that his *** had not yet shippedAt that time, our Social Media Manager responded advising that ShopRunner’s benefit provides for two-day shipping after the product leaves the retailer’s distribution center and unfortunately, at that time, it did not appear that the order had shippedIt was suggested that *** *** consider reaching out to *** directly regarding their processing of his order
On November 5, 2014, *** *** again contacted ShopRunner via ***He advised that he had reached out to *** via Social Media and received a response from the *** Social Media Manager advising that ShopRunner had delayed the processing of his order because ShopRunner was closed for inventory from November 3, until November 6, This response was incorrectOur Social Media Manager once again responded to *** *** advising that his order was being processed and shipped by the retailerShopRunner never takes possession of products ordered by our members and because, we do not warehouse products, we do not conduct physical inventoriesShopRunner was not closed from November 3, until November 6, We then reached out to *** regarding the inaccurate response that *** *** received from ***’ Social Media Manager
On this same day, November 5, 2014, we received a response to our inquiry from ***After researching the matter, *** advised that *** *** placed an order that falls into a “longer than processing days” categoryIn this case, the brand [Kelty] was closed for inventory for a few daysWe were assured that the item appeared on the *** site with the additional processing days value displayed in the cart at the time *** *** placed his orderIn this case, it was advised that it would take five days to ship the product after the order was placedIn addition, *** further advised that when the *** Social Media Manager attempted to research *** ***’s inquiry she unfortunately mistakenly referred to ShopRunner rather than Kelty in her replyFor this inaccuracy, both *** and ShopRunner would like to apologize to *** ***
ShopRunner has been further advised by *** that *** Customer Care did reach out to *** *** but *** *** decided to cancel his order with ***
We at ShopRunner do hope this is a satisfactory explanation regarding the order processing time associated with *** ***’s *** orderHowever, if *** *** has any additional questions, we would be more than happy to assist him
Best regards,
Paula Latif, Customer Service Manager
ShopRunner

December 23,
Re: *** ***
File No.: ***
Dear *** *** ***
Our records indicate that a ShopRunner Free 30-day Trial Membership that was set up under *** ***’s email address, *** was established on November
28, via the *** * ** website*** ***’s ShopRunner 30-day Trial Membership converted to a paid annual membership on December 29, *** ***’s ShopRunner Membership provided her with free two-day shipping on numerous orders that she placed with *** * **
It is important to note that ShopRunner is only intended for personal use and not for the purpose of reselling productsShopRunner’s policies, which are published on our website state, “SHOPRUNNER IS NOT AVAILABLE FOR MEMBERS WHO PURCHASE PRODUCTS FOR THE PURPOSE OF RESALE OR USE SHOPRUNNER TO SHIP PRODUCTS TO THEIR CUSTOMERS OR POTENTIAL CUSTOMERS.”
On March 4, 2011, based on both ShopRunner’s and the retailer’s internal parameters regarding the number or orders, the type of products ordered and the use of numerous shaddresses, *** ***’s ShopRunner Membership was placed on-hold by our system for reseller activityBy that time, *** *** had placed orders for items with *** * **, shipping to varied addresses throughout the United StatesAgain, her ShopRunner Membership had provided her with free two-day shipping for the shipments*** *** was immediately sent an email to advise her of the reason for the hold
We have no record that *** *** ever contacted ShopRunner regarding this membership’s status of hold or cancelledThe only contact that we received from *** *** regarding this account was on January 16, At that time she contacted ShopRunner because she was having difficulty logging into her ShopRunner Membership on the *** * ** siteHer account is noted that the ShopRunner Representative assisted *** *** and she was able to successfully place her orderThis contact was prior to her membership being placed on-hold for reseller activity
Once a full review of her membership activity was completed, the decision was made not to reopen *** ***’s ShopRunner MembershipHer account was closed more than three years ago on April 18,
When *** ***’s ShopRunner Membership was placed on-hold and subsequently cancelled, our Terms of Service, which *** *** agreed to before being provided a ShopRunner Free 30-day Trial, stated, “ShopRunner may immediately terminate this Agreement or immediately suspend or terminate your access to the Service or any aspects of the Service at ShopRunner's discretion and without noticeShopRunner may send notice of such termination or suspension to you at the e-mail address you provide in your member registration or such other e-mail address as you may later provide to ShopRunner.” Our Terms of Service further state, “You agree that we will have no liability to you for any costs, losses, damages, or liabilities arising out of or related to our termination of this Agreement due to your breach.”
In her complaint to the Revdex.com, *** *** indicated that she contacted ShopRunner regarding this account on three separate occasions, October 14, 2014, October 23, and November 13, Unfortunately, ShopRunner records do not indicate that *** *** contacted us regarding this accountTherefore, I reached out to *** *** to see if she might have purchased another ShopRunner Membership because after searching, we were not able to find any other ShopRunner Membership listed in her name
*** *** did respond and advised that she had established another ShopRunner Membership under the email address, ***That membership is not listed in her nameInstead it is listed under the name, *** BricksAlthough *** *** was not eligible for a second free trial, because she did not list the membership under her name, she was inadvertently provided with a second free trial under the name *** BricksThis free 30-day trial membership was established in August 3, It converted to a paid ShopRunner Membership on September 3, Since that time, there have been a total of orders placed on the membershipThis resulted in shipmentsAgain, this ShopRunner Membership had provided *** *** with free two-day shipping for the shipments
On September 4, 2014, the *** membership became due to be billed for the next year and the credit card on file was billedOn October 14, 2014, the membership was used to place four orders with *** * **The order numbers are: ***, ***, *** and ***Once again, ShopRunner provided for free two day shipping for the orders
On October 16, 2014, ShopRunner received a credit card dispute regarding the ShopRunner Membership fee that had been charged for the membership under ***In the dispute, *** *** indicated that she did not recognize the transactionWhenever a customer initiates a credit card dispute, the customer’s ShopRunner account is placed on-hold until the chargeback is resolvedIn this case, after an investigation, the credit card company settled the dispute in ShopRunner’s favor and the chargeback was closed out today, December 23rd
As of today, the hold for credit card dispute was lifted from *** ***’s ShopRunner Membership under *** *** may continue using the membership for personal purchasesHowever, it cannot be used for the purpose of reselling products to customers or potential customer
We hope this to be a satisfactory explanation as history of the two ShopRunner Memberships that *** *** establishedShould you or *** *** have any questions, please do not hesitate to let us know
Best regards,
*** ***, Customer Service Manager
ShopRunner

On my first test order, I ordered items They were separated into different boxes My first box arrives after day shipping, which is what is advertised I am happy with that However, my second box arrives after business days and my third box arrives after business days I feel it advertising saying I would get day shipping when of my boxes aren't arriving in days They all shipped out the same day

[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.
Regards,
*** ***

Promises 2 day shipping but does not deliver. Sends out emails that falsely claim the item is on its way when it hasn't even shipped. I ended up having to pay $25 overnight shipping for the item I need. They had better not try to charge me any fee because it was not made clear that it was a subscription service. One of the worst internet companies I've ever come across.

August 06, 2014
Re: [redacted]
ID #: [redacted]
Dear [redacted]:
Our records indicate that [redacted] signed up for a ShopRunner Free 30-day Trial Membership on June 26, 2014, via the Drugstore.com website.
On this same day, he placed an order with Drugstore.com using...

his ShopRunner Trial Membership, which provided free 2-day shipping for the order.
When [redacted] signed up for a Free 30-day Trial Membership, he was immediately sent an email that included a description of ShopRunner’s membership benefits.
On July 24, 2014, ShopRunner sent [redacted] a courtesy email to notify him that his ShopRunner Free Trial Membership was about to convert to a full membership. This email included a description of ShopRunner’s membership benefits and the following statement:
We wanted to send you a friendly reminder that your FREE 30-Day ShopRunner Trial membership expires on 7/26/2014 and the $79.00 membership fee will be charged to the payment method we have on file for you. If you love the program, do nothing and get ready for your membership to kick into high gear! If we have not met your expectations and you wish to cancel, all you have to do is sign-in, go to the My Account page, and click “Cancel Membership” by 7/26/2014.
[redacted]’s Trial Membership ended on July 26, 2014. The membership converted to a paid membership on July 27, 2014, and [redacted] was billed for the annual ShopRunner Membership fee of $79.00. On this same day, July 27, 2014, ShopRunner sent [redacted] an email to welcome him as a paid member.
ShopRunner’s records do not indicate that [redacted] ever contacted us to request to cancel his membership and receive a refund. We also have no indication that he accessed his account online at shoprunner.com to cancel the membership.
However, should a customer wish to cancel a ShopRunner membership, our terms of service pertaining to this issue state: “If you or your registered household members have made any eligible purchases only during the designated free period, a full refund will be given if you cancel your membership.”
Therefore, based on [redacted]’s Revdex.com inquiry, we have canceled his membership and issued a full refund to [redacted]’s [redacted] ending in [redacted].
We at ShopRunner do hope this is a satisfactory resolution for [redacted]. However, if he has any additional questions, we would be more than happy to assist him.
Best regards,
Paula L[redacted], Customer Service Manager
ShopRunner

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

January 6, 2015
Re: [redacted]
File No.: [redacted]
Dear [redacted]:
Our records indicate that we provided [redacted] with a Free ShopRunner Membership on December 23, 2014, as an [redacted] 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.
Late in the day on December 23, 2014, [redacted] placed an order for two items on the Carson’s website using her Free ShopRunner Membership. Orders that are placed after a retailer’s cut-off time for same day shipment would typically be processed the next business day.
In this case, the packing slips and [redacted] tracking numbers for the items were created on December 24, 2014. However, the [redacted] tracking results show that the items were actually shipped by the retailer from the retailer’s distribution center on Saturday, December 27th. The items were delivered on Tuesday, December 30th, which is two business days from the shipment date.
[redacted] is asking for reimbursement for the cost of the items as she no longer has a use for them. Her ShopRunner Membership also provides prepaid return labels for all items that meet a retailer’s return policies; the return labels are a free benefit. Therefore, we have sent [redacted] two prepaid return labels to the email address she has on file with ShopRunner so she can return the items and receive reimbursement from the retailer.
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