Velocity Fulfillment

Review: I made a purchase at Newegg.com on 5/10/2013 that included a mail-in rebate. Approximately one week later, I mailed in my rebate form. I received confirmation that my documentation was received and approved, and the website [redacted] showed that I should receive my rebate by 8/24/2013.

On 8/27/2013, after still not receiving my rebate, I called the number on the site [redacted], and reached Velocity CX (or Velocity Fulfillment). The customer service representative ([redacted], extension [redacted]) said that if they reissue the rebate, it could take another 6 weeks for me to receive it. At that point, it would be approximately 4.5 months since I submitted my rebate form. That is far longer than is acceptable or reasonable.Desired Settlement: I still want my rebate, but I want it right away. Velocity Fulfillment had 3 months to send my rebate, there's no reason it should take another 6 weeks.

Business

Response:

Hello, we have expedited your rebate to you and you should receive Via [redacted] in approximately 7 days allowing for Delivery by the [redacted]

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not yet received the rebate in the mail. I understand it has not yet been 7 business days, but I do not want the case to be closed before I have received the rebate.

Regards,

Business

Response:

Hello, The rebate payment is in the form of a Visa Prepaid card, we confirmed with Visa that the prepaid card in the amount of $21.99 was shipped and the consumer should now have it.

Thank you

Review: I purchased a Swann camera package from [redacted] in March of 2013. There was a $35.00 rebate. Upon purchasing the camera set [redacted] printed me the rebate recept and the Paper work I needed to send to the rebate company. I sent the information along with the printed epc code and the receipt and the paperwork [redacted]s gave me. This rebate was to take 6 to 8 weeks. I called about a month ago since March because I never recieved the rebate, the supervisor informed me that it was still in progress but I should recieve a check in 4 to 6 weeks. I did not recieve anything. I contacted the company on July 23, 2013 at 10:50 a.m. and spoke with a representative who would not give me her names, she said that Alicia the supervisor told me to send the upc code from the box and they had send a letter to me which I should recieve on August 4, 2013 and if I cut the UPC code off the original box instead of the copy that [redacted] gave me to mail with the rebate paper work I would get a check in 6 to 8 more weeks. I think this is a scam, the store gave me all the information I needed to send to this company. I told her I would report it to Swann, the agent who would not give her name said this was a small company and did not have anything to do with Swann or [redacted] they are a rebate company. Enclosures to this rebate will be attachedDesired Settlement: I want my rebate on this product and I want this company to be accountable for claiming to send rebates and requiring unrelevant information once the store gives them all the information needed to process the rebate. I want [redacted] and [redacted] to know that this company is doing to their customers.This rebate inquiry was mailed in March 2013 and now today is July 23, 2013 and still have not sent the rebate.The company is not processing these rebates as they are stated.

Business

Response:

Hello,

Velocity is a 3rd party processor for many

[redacted] that provide purchase incentives to consumers across the

US and Canada, Velocity processes a consumer submission per the guidelines and

rules that are supplied by our client.

The terms and conditions of the offer is a requirement that we

contractually must adhere to per our client’s instruction.

Attached you will find Ms. [redacted]’s submission. Part of this submission is the rebate form

that details specifically what must be provided in order to be accepted per the

terms and conditions of the offer.

Unfortunately, Ms. [redacted] was

given the wrong information from the Person at [redacted] or there was

some miscommunication between her and [redacted].

The terms clearly state that a copy of a UPC as proof of purchase WILL

NOT be accepted. Ms. [redacted] has been

contacted by one of our consumer advocates to explain what has been stated here

and that if she would provide the original UPC as proof of purchase as the

Terms and Conditions require that we would very much like to assist her.

Again, it is not Velocity who determines the Terms and Conditions

of an offer. Velocity has the obligation

to determine if a claim is valid per the Terms and Conditions which at this

point Ms. [redacted] failed to qualify. Per the Terms and Conditions for submitting,

proper proof that the item was purchased and not returned, she must send in the

original UPC from the box that the item came in and not a copy. This oversight on her part can be easily

corrected once she provides the proper item that qualifies her for the offer.

Velocity takes their commitment to providing a positive

consumer experience very seriously and we work very diligently to assist

consumers in any way that we can. We

maintain the highest consumer satisfaction level in our industry and our

employees are rewarded for creating the best consumer experience possible. We are however still obligated to satisfy

our client’s requirements and we have made 3 attempts now to explain what is

needed to assist Ms. [redacted] to fix her submission error. Once Ms. [redacted] provides the necessary

document her submission will be qualified.

Thank you

Review: I bought AhnLab V3 Click from newegg.com on 01/29/2013,the order # is [redacted], newegg.com advertised that the product is free after $30 rebate(offer # is [redacted]). I mailed all required documents on 02/08/2013. my rebate tracking # is [redacted] , my rebate status is "Your submission has been processed and your response has been mailed. You should receive it by May 17, 2013. If by this date you have not received your response, please contact us at [redacted]. Thank you."

On 05/29/2013 I hadn't received the rebate card, I called rebate center at [redacted], checked the rebate ship address, then they gave me a new tracking number. it is [redacted] , and they let me wait again.

The new rebate tracking status is "Your submission has been processed and your response has been mailed. You should receive it by August 4, 2013.If by this date you have not received your response, please contact us at [redacted]. Thank you.", But till now I still have not received my rebate.

I have waited my $30 rebate for over 6 months since I mailed it, I still have not received my rebate, it is hard for me to believe the whole rebate procedure is done without any fraud. could you help me out with this situation? ThanksDesired Settlement: I want to receive $30 prepaid rebate card.

Business

Response:

Hello,

Please

recognize that Velocity is a third Party processor for AhnLab and that we

provide processed consumer data to our client, AhnLab, to approve for payment

to their consumers who participate and qualify for promotional offers. This offer was not a Newegg sponsored offer,

the offer was from AhnLab. We have been told that AhnLab

has pulled out of the US market and the individual they had representing them has

not responded to us regarding payment on outstanding consumer offers.

Velocity prides itself on going the

distance whenever possible to create a positive experience for the consumer and

we do recognize that at times certain aspects of this experience are out of our

control. As a company Velocity has decided

that we would like to go ahead and provide Mr. ** a check to cover the rebate

amount that Mr. ** was expecting. I

believe this promotional offer was supposed to be a visa prepaid card and

instead he will receive a check at our expense.

Below is the information regarding the check that Mr. ** will be

receiving. It will be mailed out today

so he can expect to receive it in approximately 7 to 10 days depending upon the

delivery of the [redacted]

Thank you

Promotion

Number: 0[redacted]

Tracking

ID: [redacted]

Name: [redacted]

Address: [redacted]

Check

Number: [redacted]

Check

Amount: $30.00

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased products from[redacted].com and submitted several rebates fulfilled by Velocity Fulfillment. The total rebate amount is $249.96. Several weeks later, I found that all my rebates were approved and the website said I should receive the rebate prepaid cards within 8-10 weeks. But I never received my prepaid cards. I contacted the customer service and was told that the prepaid cards were already used and they could not send the replaced new cards to me. I asked for the transaction details of the cards and found that all the transactions were in Tempe, the same place with Velocity Fulfillment. This means that Velocity Fulfillment didn't mail out my rebates cards but someone in the company used my cards instead! I don't know why Velocity Fulfillment allowed this happened.

Here are the transactions details provided by InteliSpend Prepaid Solutions.

#1 Predenominated Incentive Card with card number [redacted]

TYPE AFFECT DESCRIPTION AMOUNT DATE POSTED

Signature Purchase Decrease [redacted] $100.00 September 14, 2013 September 15, 2013

Value Load Increase Load $100.00 August 1, 2013 August 1, 2013

#2 Predenominated Incentive Card with card number [redacted].

TYPE AFFECT DESCRIPTION AMOUNT DATE POSTED

Signature Purchase Decrease [redacted] $49.62 August 24, 2013 August 25, 2013

Value Load Increase Load $49.98 July 30, 2013 July 30, 2013

#3 Predenominated Incentive Card with card number [redacted].

TYPE AFFECT DESCRIPTION AMOUNT DATE POSTED

Signature Purchase Decrease [redacted] $9.07 September 8, 2013 September 9, 2013

Value Load Increase Load $39.98 July 30, 2013 July 30, 2013

#4 Predenominated Incentive Card with card number [redacted].

TYPE AFFECT DESCRIPTION AMOUNT DATE POSTED

Signature Purchase Decrease [redacted] $5.96 August 30, 2013 August 31, 2013

Signature Purchase Decrease [redacted] Inc 135 $8.60 August 20, 2013 August 21, 2013

Signature Purchase Decrease [redacted] I $10.94 August 16, 2013 August 17, 2013

Signature Purchase Decrease Frys-Food-Drg #101 $23.32 August 16, 2013 August 17, 2013

Signature Purchase Decrease [redacted] $3.17 August 16, 2013 August 17, 2013

Value Load Increase Load $60.00 July 30, 2013 July 30, 2013Desired Settlement: I asked for $249.96 back to me.

Business

Response:

Hello We are looking into your matter and we will require some additional information in order to assist you. Please provide the specific tracking id and the promotion number for the specific payments in question. Once we have these we can order you replacement cards. These cards are issued by our Visa provider in the midwest and do not come from our Aiizona facility and we will investigate the use of the card. Once you have provided the corresponding promotion number and tracking id we will get your replacement cards sent off to you right away.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if the business do what they have promised. Here is the information the business needs and some other information is in the attachment. Please send these to the business to help to resolve the problem.Tracking Number: [redacted]Rebate Offer: [redacted] - Kensington PowerBolt 1A Direct Charge Car ChargerAmount: $60Tracking Number: 21410924Rebate Offer: 48673 - Rosewill Model RCHD-12007 10 ft. Ultra Slim HDMI Cable w/ RedMere TechnologyAmount: $39.98Tracking Number: [redacted]Rebate Offer: [redacted] - Rosewill Model RCHD-12008 15 ft. Ultra Slim HDMI Cable w/ RedMere TechnologyAmount: $49.98Tracking Number: [redacted]Rebate Offer: [redacted] - Kensington AbsolutePower 1A Direct Charge Wall Charger for iPhone 5 [redacted]Amount: $100

Regards,

Review: A fifty dollar rebate was submitted, received earlier this month, validated. However, I do not have the exact date of receiving, I think it was on or around July 6th. No check has been sent out, according to the rep I spoke with earlier today. The rebate has been processed, a check should have already gone out. The tracking number is [redacted] for reference.Desired Settlement: I need a check sent ASAP

Business

Response:

Hello, Velocity is merely the data processor for your submission andyour submission is in process and must be approved and paid by the sponsor of the offer.Please note, per the attached form for the offer you have participated in, that it specifically states that processing time will take from 6 to 8 weeks time. Your mail in was received less than 3 weeks ago and is within the time period that you were advise of per the terms and conditions of the offer.Thank you for your patience

Review: I submitted a rebate form for a [redacted] that was purchased on 12/13/13. Velocity Fulfillment's website "http://http://www.[redacted].com" shows both this rebate plus another as received and tracking IDs have been issued. This one is tracking ID [redacted]. It shows that I should receive my rebate [redacted] card for $100 by 4/20/14. I called their customer service number after this date (approximately 4/23/14) and was told to call [redacted] at ###-###-####. I did as was told that they had no record of me. I called back ad was told they could help and since it was in there system [redacted] had to know about it. I called [redacted] back and even talked to s supervisor. After searching under name, partial name, PID number (the tracking ID) that they couldn't find any record. I called Velocity back today (5/1/14) and they said they couldn't help and there was no one who could track this on their end and my only option was to call [redacted] back. I asked to speak to a supervisor as was told they were busy. I asked to have the supervisor call me when she was free but haven't received a call.

This is extremely frustrating since I have no way to follow up on this. I need them to call [redacted] and work this out but they refuse.Desired Settlement: I want my $100 [redacted] rebate card. I've waited about 18 weeks now and it doesn't appear this is going to be resolved.

Business

Response:

Hello,We appologize for any inconvenience. It appears that [redacted] is unable to locate the card number that was tied to your record. If it would be satisfactory to you we would like to get your problem resolved right away and issue you an expedited check for $100. If this is aceptable to you please let us know and we will get your payment off to you right away.Thank you for your patience

Review: Hi -

I submitted 2 rebates ([redacted] and [redacted] which are no longer trackable via the internet - they instruct me to contact their customer support. I first chatted with Customer Service Agent [redacted] who instructed me to wait another 2 weeks to ensure that the rebates were lost. I did that, then called today, and after waiting 20+ minutes on the phone, was hung up on by their customer service rep. No one answered, I heard a bit of static and background noise, and the call ended. I wasn't sure at that point if I had gotten someone, but they never said "thank you for calling" or acknowledged me. I haven't since been able to get through to them on chat, because there is no waiting service - it is offline most of the time.Desired Settlement: I have made photocopies of everything I sent in and would like Velocity to payout the 2 rebates I have pending - for $40 and $50, total of $90.00. I am willing to send these photocopies to Velocity.

Business

Response:

Hello and thank you for your inquiry,The two offers that you are referring to are promotional offers from [redacted] is the sponsor of the offers and on the rebate offer you were directed to the [redacted] rebate submission site: www.Kaspersky.rebateaccessIt was at this web address that you registered for your rebate and sent the corresponding registration document along with the other required documentation for your purchases to us for processing.The rebate offer also instructed you to go to [redacted] to check on the status of your rebate with [redacted] at any time.You were attempting to check on your [redacted] offer at the Newegg sponsored rebate site which is why you were having difficulty since [redacted] is not the sponsor of the offer, they are only the retailer and this was a manufacturer sponsored offer ([redacted] being the manufacturer) As it was detailed out on the rebate offer for itself.Also the rebate offer states to allow 8 to 10 weeks for the processing of your submission. You mailed your submission on 12/8/15 per the postmark dates on your envelopes. As of this specific time it has been 6.5 weeks.Fortunately your rebates have been processed ahead of schedule and your two rebates have been mailed to you and you should be receiving very soon depending upon the USPS mail delivery times in your area.Your checks are as follows:Check number [redacted], offer [redacted] amount is $40, tracking number [redacted]Check number [redacted], offer [redacted], amount is $50, tracking number [redacted]Also attached are the original offer forms with the instructions for each offer as it was provided to you when you registered for the offers that details what was stated above.The address that the checks have mailed to is: [redacted]Thank you for your patience and have a good day

Consumer

Response:

Revdex.com and Velocity Cx:

I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution would be satisfactory to me. I appreciate the response and explanation from the business. Please consider this complaint resolved.

Regards,

Review: About 9/1 I purchised a product from [redacted] included a rebate for product in the amount of $55.

After submitting the rebate paperwork with within the week and mailed it to the rebate center no status update was given for approximately two months via email. After calling the rebate center to inquire as to it's location, I was informed the postmark was made outside the accepted timeframes. The call center rep was unable to see the postmark, but it was entered in as 10/18.

Upon enquiring as to if we could produce the postmark, I could instructed she could not see it -as she working in a call center, and could not connect me with anyone who could verify this postmark in fact was entered in error - and I should qualify for the rebate.Desired Settlement: Fulfillment of rebate as promised

Business

Response:

Hello,We have completed a review of [redacted] actual submission material and hiscomplaint. Attached you will find thepromotion terms and conditions that coincide with the offer for the time periodof his purchase and the UPC proof that he submitted.As highlighted on the attachment, the terms and conditionsspecifically state that the purchase must be made between 9/1/2014 and9/11/2014, and the submission must be postmarked no later than 10/11/2014. Attached is the receipt that [redacted] provided as well as the envelope thatit arrived in which shows a postmark date of 10/18/2014. The postmark is clearly outside of therequired postmark per the terms and conditions of the offer as shown on theface of the envelope. The postmark is stamped by the [redacted] at thetime they received the envelope from [redacted]also provided the UPC that was proper for the item that he stated to havepurchased.On 11/8/2014 a notification was mailed to [redacted]advising him that his submission did not qualify due to late postmark.Please note that we can only process what we receive by theconsumer and postmark dates are provided by the [redacted] and are accurate to theday the [redacted] receives the envelope for mailing. This submission was disqualified due to postmark however there isanother error on the submission. [redacted] provided an invalid copy of the sales receipt as the item on the salesreceipt is not the proper receipt for the promotional offer he is claiming.The promotional offer is for [redacted] 3.0 user, 1 year. The receipt provided by [redacted] shows thepurchase of three [redacted] USB cables which is not the correct product purchasedto be valid for the offer.Unfortunately, the errors in compliance with the terms andconditions of the offer by [redacted] disqualify him for the offer andtherefore this Revdex.com complaint is not valid and the offer has expired. If we can be of any further assistance we arehappy to help.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I thank you for the information the information received - in fact this was helpful in resolving the issue. I believe the wrong information was sent in error to the rebate processor.As stated the correct UPC was sent. However the incorrect invoice & rebate form was sent to the rebate processor. As a courtesy I have attached the required documentation (rebate T&C and invoice) for reprocessing / re-submission.

Regards,

Business

Response:

HelloAs is always the case, without the proper documents to validate against, a submission claim will be denied using the information that was provided and mailed by the consumer. We have taken the additional and correct forms that you have included in your response and resubmitted them for validation and approval. As a process provider to [redacted], once we have the approval from [redacted], who is the sponsor of the offer, we will issue a payment to you for the validated claim. Please allow 4 to 6 weeks for your claim to be processed and to receive payments with the new information that you have provided.Thank you for your patience and have a great day.

Review: Promotion #[redacted]

Tracking ID #[redacted]

I submitted 2 rebates for the ADATA XPG V1 4GB DDR3 1600MHz Desktop Memory Module Sku# 20-211-795 $20 MIR program. I got a letter saying it was denied as the purchase date was before the rebate date. I doubled checked the invoice and confirmed this was not the case and it appears the rebates were not processed correctly on Velocity's end.

I have called velocity twice and sent the invoice again by fax twice but when I call they do not not acknowledge receipt of the additional material and no progress is being made on the correction.Desired Settlement: Please process the 2 rebate checks for the promotion as soon as possible. I have met the requirements for this promotion and attempted to resolve the issue through the customer service line with no result.

Business

Response:

Hello we can confirm tat we received the faxed information and was able to validate the submission. A check has been released to mail in the amount of $40, check number [redacted] mailed to :

Address: [redacted]

Thank you for your patience, Please allow 7 to 10 days for the USPS to deliver your check.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Company was supposed to process a rebate on my purchase from [redacted] Promised to complete within 8-10 weeks. Rebate was submitted at the end of April 2013 and is long overdue. Company reports payment was already mailed. But it has not been received.Desired Settlement: Company needs to pay rebate to which I am entitled. Additional payment for their failure to deliver as promised.

Business

Response:

Hello,

Velocity is merely a back end processor of Mr. [redacted] submission we received his submission on 5/3 and it was postmarked on 4/23. It is still within the 8 to 10 week processing time and payment is in the form of a Visa prepaid card in the amount of $11.99. Mr [redacted] should receive his Visa PPcard rebate reward very shortly as they have been approve for mailing to Visa.

Thank you

Review: Velocity Fulfillment is refusing to provide me any information regarding resolution of my mail-in-rebate requests submitted to it for products I bought from [redacted].com and [redacted]'s [redacted]. The rebates under consideration were filed in the period ranging from late-2012 and as recent as June 13, 2013. When I called their customer service number I was told that all my rebates - no matter what product or retailer they were bought from - are being audited "as I have filed too many rebates." When I asked for more clarification, I was told no more information could be given. I was also told I cannot call anyone more knowledgeable of the issue and I also cannot write (email or mail) to anyone. I was also told that I cannot be told how long the audit will last and when to expect resolution.

The problem is that this company processes mail-in rebates for many products for many manufacturers and retailers. When a consumer buys a product that has a mail-in-rebate, he or she is not aware of the fact that Velocity Fulfillment is responsible for processing the rebate and sending the check. So I buy [redacted] software from [redacted].com, they flag me for audit. I buy [redacted] software from [redacted]'s com, they flag me for audit. I buy some PC hardware, I get flagged again! So in all, now I have several hundred dollars being withheld by Velocity Fulfillment.

Not only this company is withholding paying off my rebates, but I cannot do any more rebates of any product or manufacturer or retailer as I don't know if Velocity Fulfillment is the rebate processor linked to those rebates.Desired Settlement: (1) Velocity Fulfillment should remove the so called audit flag linked to rebates and issue checks for all pending rebates that have otherwise have met all rebate criteria.

(2) It seems that Velocity Fulfillment flags an individual for so called audits by flagging the name and zip code combination. This causes ALL FUTURE rebates for any and all products submitted to Velocity Fulfillment by that individual to go into no-man's audit land with no further resolution or communication. Velocity Fulfillment should remove this indiscriminate shot gun approach.

Business

Response:

Hello, Mr [redacted]'s submissions have been flagged by certain clients due to suspected violation of the terms and conditions of their offer. When this occurs it requires and in depth review of the submissions to determine if the submission activity is suspect. The audit review of the submission at newegg have been completed and payments have been requested for payment and you should see the payments being mailed shortly

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Thank you for your response. Unfortunately, your response does not answer to my complaint, and is just a restatement of my complaint.

(1) I understand Velocity Fulfillment's client can require audit of mail-in-rebates. They are welcome to do so. However, what kind of an audit of a simple mail-in-rebate for few tens of dollars requires a year or more? My rebate submissions are now close to year old. Velocity Fulfillment needs to provide a clear time frame for completion of the audit. And "we don' know" cannot be an answer because that would be same as "we intend to let the clock run out so we can pocket your money."

(2) While I understand one of Velocity Fulfillment's client (manufacturer of the product offering the mail-in-rebate) may want to audit submissions, the rebates submitted in question are related to several unrelated manufacturers, e.g. [redacted], etc. I am sure all these manufacturers did not decide to have a conference call regarding my submissions and put a hold on them. I believe it is wrong for Velocity Fulfillment to block all my rebate payments no matter who the manufacturer is. Velocity Fulfillment needs to immediately release all my rebate payments except for those that relate to one particular manufacturer requesting the audit.

(3) The response mentions that [redacted] rebates are being processed. However, a quick look at the Velocity Fulfillment's online rebate tracking system indicates that only three of over two dozen rebates are being processed and others still cannot be tracked. How about other rebates from [redacted] as well as Fry's Electronics?

Lastly, the core of my complaint is how can Velocity Fulfillment audit my rebate submissions without even contacting me even once in one year or so since I submitted the rebates? This looks like as if Velocity Fulfillment has decided to be the accuser, the judge and the executioner. Unfortunately, we all know how that ends.

Business

Response:

Again, Mr [redacted]'s submissions have been flagged by certain clients

due to suspected violation of the terms and conditions of their offer.

When this occurs it requires and in depth review of the submissions to

determine if the submission activity is suspect. The audit review of

the submission at newegg have been completed and payments have been

requested for payment and you should see the payments being mailed

shortly.

thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Again, Velocity Fulfillment is refusing answer my simple question. All I want them is tell me tell when will they complete the review of ALL rebates under consideration as IT HAS BEEN NEARLY ONE YEAR since the rebates were submitted. Why is it taking this long for them to audit rebates for $50 or such? Should I plan to wait two years, 5 years or ten years?

If Velocity Fulfillment cannot provide this answer, then perhaps it should provide the contact information for their so called clients (more than one since I have rebates for multiple unrelated manufacturers blocked) so I can take up the matter with them.

By withholding any information on the status and then doing nothing, I believe that Velocity Fulfillment is just running the clock so that they can pocket the money. There is no logical reason whatsoever for the audit of a mail-in-rebate to take more than a year. This is very suspicious activity.

Regarding [redacted] rebates: It seems only three have been cleared. There are eight more still blocked. What about them?

How about rebates from other retailers, such as [redacted]?

Review: This company claims they never received my rebate submission. I mailed two rebate submissions at the same time (for two different rebates, in separate envelopes); they received and processed one, but not the other.

Rebate form says wait 8-10 weeks for rebate. I waited 10 weeks, checked status online, they have no record of my rebate. Contacted them, they say it is too late to resubmit.

This is a catch-22 situation. Company says submit rebate, wait 10 weeks. When you wait 10 weeks, it is too late to do anything about it if they claim to have not received your rebate.

Rebate Offer #[redacted] 2014 $30 rebate at [redacted].

They can confirm that I submitted and received a rebate for offer #[redacted] which I mailed at the same time.Desired Settlement: $30 check.

Business

Response:

Hello, We appologize for any inconvenience. Unfortunately sometimes even though letters are mailed at exactly the same time, It does happen where the [redacted] will mislocate a letter and we will not receive it. Please submit/ upload copies of your missing submission to this Revdex.com complaint and we will work with the sponsor to see if we can take care of you.Again we appologize for any inconvenience and once we have your documents to qualify for the offer we can work to get an exception for you.Thank you

Review: Company is refusing to pay ten rebates on purchases from [redacted].com. They offer no explanation as to why they won't pay. All rebates were submitted online. Tracking numbers are in my possession but I couldn't include them here as the site thinks they are social security numbers. They are all under my name and address and I can certainly supply them if needed. The total amount owed to me is $152.92.Desired Settlement: Check in the amount of 152.92 as payment in full for the ten unpaid rebates.

Business

Response:

Hello, Mr. [redacted] submissions were flagged for further review due to prior high levels of submissions on other offers that we were asked by our client to evaluate for validity. For the amounts in this complaint we have recently concluded the audit review and Mr [redacted] will be receiving payment on the amounts to total to the amount in this complaint. The payments are as follows:

Tracking ID [redacted] -Promotion [redacted] - Check Number [redacted] - $**.**

Tracking ID [redacted] - Promotion [redacted]5* - Check Number [redacted] - $**.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $*.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $*.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $**.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $**.**

Tracking ID [redacted]5 - Promotion **5** - Check Number [redacted] - $**.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted]5 - $**.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $**.**

Tracking ID [redacted] - Promotion [redacted] - Check Number [redacted] - $**.**

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have five rebates for software that are currently overdue and are fulfilled by Velocity. Here is the information, and I have photocopied records of everything I sent:

1) $45 kaspersky antivirus 2013 3 user [redacted] Offer #[redacted] - Purchased 11/26/2012, mailed in all materials 12/5/2012

2) $25 kaspersky antivirus 2013 3 user UPGRADE Offer [redacted] - Purchased 1/27/2013, mailed in all materials 2/4/2013

3) $25 kaspersky internet security 2013 3 user [redacted] UPGRADE Offer #[redacted] - Purchased 2/9/2013, mailed in all materials 2/13/2013

The following two rebates say they were mailed but I have not received them, according to [redacted].[redacted].com. If Velocity's records differ from mine, I would ask them to provide a date of check clearance and a copy of the signed check (since it is possible someone else received and cashed it):

4) $10 [redacted] Rebate [redacted] Offer #[redacted] - Purchased 2/24/2013, mailed in all materials 3/2/2013

5) $30 cyberlink powerdvd 12 standard [redacted] Offer #[redacted] - Purchased 1/26/2013, mailed in all materials 2/1/2013

TOTAL: $135.00

All of these rebates state to allow 8-10 weeks from the date of mailing. As you can see, the allotted time has been far exceeded in every case.Desired Settlement: Rebate check(s) issued for a total amount of $135.00 immediately

Business

Response:

Hello, below is the status of the offers mentioned in this

complaint:

[redacted] - [redacted], Check #14715 mailed 2/25, [redacted], not cleared, trk ID

20713147

[redacted] - [redacted], Inval No UPC, he sent in UPC on 6/8 via mail, was

resubmitted and is processing, trk ID [redacted] - [redacted], Inval No UPC, he sent in UPC on 6/8 via mail, was

resubmitted and is processing, trk ID [redacted] - Newegg, [redacted] pp card mailed 4/24, [redacted], trk ID [redacted] - Newegg, [redacted] pp card mailed 3/28, [redacted], trk ID [redacted]

We show that the check mailed for offer number [redacted] was

never cashed and we have issued a replacement check for this submission. The offers for [redacted] and [redacted], we did not receive

the UPC from you in order for you to qualify for the offer and we show that you

did send us the proper UPC on 6/8 for both offers and we are processing these

for you since the delay was caused by no proper proof being provided to

us. The other two offers, [redacted] and

[redacted] were prepaid [redacted] card offers which were mailed to you on 4/24 and

3/28. We verified the cards through [redacted]

and have canceled those cards and issued you a check for these two offers.

Below are the new check numbers along with the replacement

reference tracking IDS for each of the items mentioned in the complaint. Please allow up to 10 days for USPS mailing depending upon your location.

Tracking ID [redacted] - Check #[redacted] - $25

Tracking ID [redacted] - Check #[redacted] - $25

Tracking ID [redacted] - Check #[redacted] -$30

Tracking ID [redacted] - Check #[redacted] - $10

Tracking ID [redacted] - Check #[redacted] - $45

We are happy to be able to assist you.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Mailed [redacted] Breakfast Sandwich Maker $5 Rebate Promotion #[redacted] Tracking ID #[redacted] on 10-16-15. Received email notice rebate had been received and was being processed. According to the rebate form the check was to be mailed in 8-10 weeks. Placed call to Velocity Fulfillment in late December to get status. I was told rebate had been approved but no date available as to when check would be mailed. Called back 1-11-16. Again told rebate approved but no date for when check would be mailed. Called again on 2-3-16. Again told rebate approved but no date for when check would be mailed. So almost 4mo after submitting the rebate, I have received nothing except dissatisfaction and frustration.Desired Settlement: I would like to get the rebate check as contracted.

Business

Response:

Thank you for your inquiry.Your rebate in the amount of $5 has been authorized by the sponsor of the offer; check number [redacted] is in process of mailing to the following address: John M[redacted]Velocity is merely the processor of the claim; the sponsor of the offer must release authorization and issue payment on the claim. Velocity does not control the timing of the approval of your claim by the sponsor. Again, Velocity is not the sponsor of the offers and did not sell these products to Mr. M[redacted]. Mr. M[redacted] purchased this item from the respective sponsor of the offer and they provide specific terms and conditions that are necessary in order to qualify for the offer and determine the payment on the offer. Terms and conditions include providing the expectation for approximately when you will receive your claim if it is found to be valid. The sponsor has issued payment and you should expect to receive your $5 rebate shortly depending upon the delivery of your Local [redacted].Thank you for your patience and have a good day

Consumer

Response:

Rebate approved in dec. per CSR at Velocity Fulfillment. Confirmed again by CSR at Velocity Fulfillment on 1/11/16 and 2/3/16 that rebate had been approved. As of 2/14/16 8:45PM Pacific the status at status-now.com (aka Velocity Fulfillment) says "Processing" not "Mailed". Velocity Fulfillment responded to my complaint on 2/8/16 in which they stated "check number 4702 is in process of mailing to the following address". It is now 6 days later and according to the web site the check has not been mailed. Just to clarify, I am not talking about receiving the check, I am talking about the check just being mailed. It has been 16 weeks since the rebate was submitted and 6 weeks since approval. Not quite the 8-10 weeks stated on the rebate form. Velocity Fulfillment says that they just follow what the rebate sponsor wants. Since it says 8-10 weeks on the rebate form I am assuming that is what the rebate sponsor wants, not 16+ weeks. If and when I receive the check I will gladly consider this complaint closed. That way this whole process is documented and total time to fulfill the rebate will be noted. 16+ weeks and counting.

Business

Response:

Hello and thank you for your added inquiry,The mailing date you refer to in our system is dependent upon factors that fall outside of your specific grievance. The mailing date is populated in our system and updated when approval is attained by the sponsor for distribution of the consumer reward, once approval is attained payments are then processed and mailed and the date is updated once we have documentation from the [redacted]. Since your $5 reward was tied to a complaint by you through the Revdex.com on Velocity and not the sponsor of the offer, Velocity went ahead and acted on our own behalf to send your reward in order to address your complaint so that we can close the issue promptly. Velocity takes their Revdex.com rating very seriously and as a third party processor we are often erroneously blamed in a consumer complaint that is reliant upon the sponsor of the offer to act. We apologize for any inconvenience and we have already provided information to you in reference to the reward payment that has been sent to the address provided. Velocity always responds promptly to all Revdex.com complaints that are specifically put to Velocity even though the complaint is not the fault of Velocity; we feel it is important to satisfy the complaint promptly on behalf of Velocity and the sponsor’s customer.Thank you for your patience and have a good day

Review: I had submitted for 4 rebates for [redacted] products with tracking numbers [redacted] and [redacted]. These rebates were approved but I never received the checks. I waited long enough an called them to which I was told that I called in too late. The terms and conditions in the document does not state that I have to contact them within a certain person of time. The CS person was too rude and refused to entertain a resolution nor allowed an escalation to the rebate sponsor.Desired Settlement: I need them to send my $165 in rebate which they owe me since the rebate was approved.

Business

Response:

Hello, We would be more than willing to work with Mr.[redacted] to assist him. Since the offer that he submitted for is a yearold or more the offer was closed a long time ago by the sponsor of the offer and your information is notkept in our system. We will need some additional information from you in order to assist. Please provide a copy of all of the material that wassubmitted for each of the offers that are in question. In addition we would needthe address where you were residing at the time you were submitting for theoffer and if that address has changed we will need you to confirm your currentaddress. Once we receive this material and information we would be happyto work on resolving your claim through the offer sponsor. You can attach the needed material as an image to this complaint to expedite the resolution.Thank you

Business

Response:

Hello and thank you for provding the material needed to review your claim. We have arranged for a one time exception to satisfy your claim through the offer sponsor and we have issued payments to [redacted] at the following address: [redacted].The following checks were issued:Offer number [redacted], check number [redacted] for $35Offer number [redacted], check number [redacted] for $45Offer number [redacted], check number [redacted] for $35Offer number [redacted], check number [redacted] for $60Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to send me the (4) checks as indicated and, if it does, will consider this complaint resolved.

Regards,

Review: [redacted]. has contracted with Velocity Fulfillment to handle their promotional rebates. The website used to track refunds is[redacted].[redacted].[redacted] I did not receive my rebate by the end of the expected delivery window and called customer service on September 23rd, 2014 to get a statsus. After a brief hold an agent answered the phone and said that I should receive the rebate between now and the end of the month. When asked when it was mailed she stated mid-August. I asked her why she though it would arrive in a week when it had already been "sent" five weeks earlier? She did not seem to understand that first class mail should take between five to ten calendar days, it had been over five weeks. I requested to speak with a supervisor and she stated I could only be transferred to voicemail and that I would have to leave a lengthy description of the issue. I accepted the opportunity and after about a five minute hold she came back and stated that a new check would be issued in four to six weeks.Desired Settlement: It is in my belief that companies like Velocity Fulfillment exist and handle such contracts as they are hoping end users do not follow up on rebates that are never sent. When customers do call they simply brush it off as needing more time, hoping customers forget and never call back. It is an unethical business practice that has likely robbed many over the years. I had to be very firm (question multiple times why the check would mysteriously appear after five weeks in the [redacted] system) in order to get a new tracking number. We are at the end of the original window, where is the money?

Old Tracking number: [redacted] New Tracking number (wont be available for 48 hours):[redacted] Next step is small claims court.

Business

Response:

Hello,Sorry for any inconvenience and thank you for calling our customer service yesterday to report that your reward check had not been received. To confirm, the number you state in your complaint,[redacted], is the offer number that you participated in and not your tracking number. The tracking number for your original check that was mailed to you on August 22nd, 2014, is tracking number[redacted]; it was check number [redacted] in the amount of $200. This check was mailed to the address that you provided on your original submission which is: [redacted]. When we were advised, by you, of an alternate new address we typically ask that you allow a minimum of 30 days from the mail date since if you have a forwarding order for that address it will take additional time for a check to be forwarded. Please be advised that we have placed a stop payment on this original check and that any attempt to cash, if it ultimately arrives to you, may result in your bank charging you a fee.We have requested an expedited replacement check to be sent to your new address which you have provided as: [redacted]. The check number is [redacted] in the amount of $200. Your new tracking id is[redacted]. You should expect this check to arrive at your new address in approximately 7 to 10 days. Thank you and have a good day.

Review: This company claims they never received my rebate submission. I mailed two rebate submissions at the same time (for two different rebates, in separate envelopes); they received and processed one, but not the other. Rebate form says wait 8-10 weeks for rebate. I waited 10 weeks, checked status online, they have no record of my rebate. Contacted them, they say it is too late to resubmit. This is a catch-22 situation. Company says submit rebate, wait 10 weeks. When you wait 10 weeks, it is too late to do anything about it if they claim to have not received your rebate. Rebate Offer #[redacted] 2014 $30 rebate at [redacted].com. They can confirm that I submitted and received a rebate for offer #[redacted] which I mailed at the same time.

Product/Service: [redacted] 2014 software

Model #: Not Provided

Account #: Not Provided

Order #: [redacted]

Purchase Price: 50.0000

Payment: In Full Credit Card

Disputed Amount: 30.0000Desired Settlement: $30

Business

Response:

Hello,Velocity is a third party processor for [redacted] and the terms and conditions that must be complied with are determined by the sponsor of the offer and not Velocity. We can confirm that you did receive and cash the check for [redacted] offer number [redacted]; the check was mailed to you on 5/27/2014 and was cashed on 6/13/2014. We have not however received, from you, any of the required submission materials in order to qualify for a rebate on offer number [redacted].Unfortunately mail does get lost in transit by the [redacted] for many different reasons and we cannot process your claim until we receive the required materials from you. Velocity is not responsible for delays and lost submissions by the [redacted] as they are not within our control.When you said you mailed two envelopes, one for each offer at the same time, the submission that we did receive for offer [redacted] was postmarked on 3/6/2014. For which you received and cashed a check for. The offer forms for [redacted] state to allow for up to 10 weeks for receipt of your check which would have been around 5/16/2014. However as you have stated, and is documented in the customer service record, you did not call us until 8/13/2014 which was well into 22 weeks before you contacted us and by that time the offer has been closed by Nero. Had you called us at 10 weeks to confirm that we did not receive your required materials the offer would have still been open and we would have asked for copies of your documents in order to assist you in qualifying for the offer.Velocity will attempt to assist you on this however the final determination and decision is by the sponsor of the offer and not Velocity.For offer number [redacted], please provide copies of your rebate form, a copy of the receipt which shows the correct item being purchased from [redacted] or [redacted].[redacted] between 2/26/2104 and 3/13/2014 and a copy of the original UPC from the packaging and submit these documents as electronic attachments to this Revdex.com complaint.Also, please confirm your mailing address as it appears that you have since moved from the address that has been provided on this complaint and the address that was given on your submission for offer [redacted].We apologize for any inconvenience however Velocity must comply with the terms and conditions as set forth by the rebate sponsor. We will attempt to ask [redacted] for an exception due to the lateness of your submission.Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached scans of both rebates and the receipt.Yes, I have moved. My correct address is:[redacted]

Regards,

Business

Response:

Hello,Thank you for providing the required documentation. As we have already mentioned Velocity is merely the third party processor and any claims and or exceptions to the Sponsor's rules and conditions must be approved by the Sponsor of the offer. We will submit your request for an exception to the Sponsor to consider. If the Sponsor decides to deny your claim due to falling outside of the terms and conditions this would be an issue for you to take up with the Sponsor as Velocity does not have the decision making authority. If the Sponsor makes an exception to the terms and conditions and allows your claim you will receive a check in approximately 4 to 6 weeks.

Review: This company provides Rebate handling for many companies. My rebate said to allow 8 to 10 weeks. I have submitted all required documentation and Velocity Fulfillment and verified that I have. The problem is the 8 to 10 weeks has passed since I submitted the request and I have not received my money. When contacting them I was told to wait another 6 weeks. This is not only unacceptable it is FRAUD. I asked to speak with a supervisor and was told she was unavailable and pushed to her voicemail.

The information on my order is: [redacted]

Promotion #[redacted]

Tracking ID #[redacted]Desired Settlement: I want my check and I want it now not 6 weeks from now. I fulfilled the requirements and there is absolutely no reason I should not have my money.

Business

Response:

Hello,

Velocity is a 3rd party processor and we process submissions and provide to our client for review. Once the client has reviewed they determine when payment is sent. Unfortunately we do not approve submissions for payment and the determination and timing of the payment is determined by our client. Once the client has verified and approved the submission the payment will be sent. We apologize for any inconvenience however our complaint is not within our control.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The rebate deal clearly states that the money will be refunded within 8 weeks. It has been over 12 weeks and Velocity is claiming it will be at least 2 to 4 weeks more. This is fraud! I have contacted [redacted] USA and they claim it is Velocity not them. So I do not accept their explanation. I have filed an additional complaint with the Arizona Attorney Generals office. Velocity needs to send the money immediately!

Regards,

Business

Response:

Hello,

Once again. Velocity is not the sponsor of this offer and therefore Velocity has no financial obligation on the offer. [redacted] is the sponsor of the offer and they are whom makes the final determination for the validity of a claim and the timing for when it is paid. Once [redacted] has approved the payment this is when a valid claim would receive their check for the submitted claim. Velocity is a third party processor who receives the submission and then processes the data to provide to the sponsor for final review and payment.

We did however receive recent notification that [redacted] has approved submissions for which yours is one of them and it is being mailed to you. The check number is [redacted] and you should reeive in 7 to 10 business days depending upon the delivery of the [redacted]

We apologize for any inconvenience that you may have experienced however Velocity does not have control or approval for sponsor payments. We do appreciate your patience.

Thank you

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. If they have indeed mailed a check, and I receive it in 7 to 10 days I will consider this resolved. Their explanation however is complete garbage and I will keep my complaint with the Arizona Attorney Generals office open.

Regards,

Review: I purchased a [redacted]" machine when they offered the "[redacted] Mail-In Rebate", I ordered the machine and sent the rebate form and all necessary documents immeidately. The rebate was received process & they claim a check was mailed out. The check was supposed to have arrived by August 31st per their website and if it was not received by that date I was to call them. August 31st arrived and the check did not. September 3rd I called them and was advised it was set to be received mid-September and to call back. I called back mid-September and was told to call back around Octobter 1st. I called back October 1st and was then informed that the offer was closed and there was nothing they could do. I asked to speak to a supervisor and was given to [redacted] (refuses to give a last name, and with service like they provide I can understand why). [redacted] was going to look into this situation and get back to me. [redacted] called me back today (10/8) and stated that since the promotion was closed they couldn't do anything. I asked why I wasn't helped the 3 prior times I called before the promotion was closed and [redacted] couldn't answer that, she simply stated that the rebate was "in process" and therefore they couldn't assist me until it left the in process stage. And when I pointed out that the in process stage was over and she still couldn't help me she just continued to talk in circles. The bottom line is she refused to help me and when I asked for her supervisor she insisted that there is no one above her that could assist me (yeah, sorry, not buying that one).Desired Settlement: I would like the $10.00 rebate I should have received

Business

Response:

Hello, Velocity is merely a third party processor and we execute promotional programs per the requirements that are detailed by our client. Payments to consumers are contingent upon the review and approval by our client. Ms. [redacted] was issued a check and was mailed on 8/1/13, check number [redacted] and we can provide a copy of the check if needed. Neither velocity nor its client is responsible for the mailing of a check that is lost or misplaced by the USPS or the consumer and it specifically states this in the terms and conditions of the offer. [redacted] no longer accepts consumer submissions or reissuance of lost or misplaced payments 90 days after the last postmark date requirement on the offer. We understand Ms. [redacted]’ complaint and Velocity strives to create a positive consumer experience whenever possible. Although we must adhere to the requirements of our client, Velocity has chosen to assist Ms. [redacted] at our discretion and do a one time replacement of her check. A check will be mailed this week in the amount of $10 to the address provided on her submission record. The check number will be [redacted]. Please allow up to 10 business days for deliveryThank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,