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Description

Coupons, Cash Back and Loyalty Rewards


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Belcaro Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Belcaro Group, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 46 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

46 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 7
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 25
Total Closed Complaints 46

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Belcaro Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 8

Additional Information

BBB file opened: July 09, 1987 Business started: 10/09/1986 Business started locally: 10/09/1986 Business incorporated 10/09/1986 in CO
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Type of Entity

Corporation

Business Management
Mr. Marc Braunstein, President Cheryl Burton, General Counsel Annette Nueske, Customer Service Manager
Contact Information
Principal: Mr. Marc Braunstein, President
Customer Contact: Annette Nueske, Customer Service Manager
Business Category

Internet Shopping

Products & Services

Belcaro Group, Inc. sells the following brand(s): n/a

Belcaro Group, Inc. offers the following product(s): n/a

Method(s) of Payment
n/a
Refund and Exchange Policy
n/a

Customer Review Rating plus BBB Rating Summary

Belcaro Group, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 5575 Dtc Pkwy Ste 300

    Greenwood Village, CO 80111 (800) 315-1995 (303) 843-0302

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/2/16 i purchased an item through the shopathome website, on july 5th i inquired about the cashback i had not received, on july 14th 8 days later i sent a follow up email as i had not received any response, july 15th i receive a response stating that shopathome has "no record of the store crediting this puchase..." and that "[they will] contact the store to see what happened." July 29th, 14 days later i send another follow up email as i have not received a response. Aug 3rd, i receive a response stating "We appologize that your cash back reward for your puchase did not credit to your account as expected. After researching your purchase withe the merchant, we are pleased to advise that your puchase will be credited to your account and the cash back reward will be applied. Please allow 24 hours for the credit to post to your account". On Aug 4th, 6th, and 10th emails following up on this false promise and as of Aug 15th i have not received any response. In my emails I noted that the cash back should be 8% of the total puchase which was $532, this would mean i should receive $42.56 in cash back, also I noted that it has been 7 days since i was told i would receive the cash back within 24 hours. Shopathome.com has acted negligently by delaying, prolonging, and avoiding payment.

Desired Settlement: I receive cash back that is rightfully due to me in the amount of $42.56

Business Response:

Hi *****,

 

Thank you for reaching out to us through the BBB. 

 

We responded to ticket ****** regarding your order.  Per our response, the order was showing as credited on our back-end, but had not posted up to your account.  We are very sorry for the error and the inconvenience.  We have verified that the order is now in your account.

 

Many kind regards,

******* ******, Sr. Manager

ShopAtHome.com


Consumer Response:


Complaint: ********

I am rejecting this response because: I am still not given what is rightfully due to me, i should recievr 8% cash back and i am being offered 2% after months of back and forth i am still being hit with new news(please see attachement for details).My purchase was made on the 31st. Transaction is never posted on the same day purchases are made. Just because they processed my order a days after i made the purchase that doesnt mean i shouldnt get the cash back that i was quoted, if that is the case u would never get the quoted cash back for this company as they take 2 days to alone to confirm and process your order. If this is the case then this is false advertising. You are advertising something that is unattainable or nearly impossible to attaine. If i saw the 8% and i made my purchase through the link that says 8% then i should recieve 8%.

Please see attached an image of the email i recieved from shopathome.com in response to my BBB complaint, it differs from the response that was given to the complaint on the BBB site.

Sincerely,

***** *********

Business Response:

Per our exchange through service ticket ****** on 8/18/16, this issue has been resolved.

 

Thank you,

******* ******, Sr. Manager

8/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to receive emails from this site about places I can shop from. I have selected to unsubscribe from getting their emails time after time. Every time I click on the unsubscribe button it just takes me to their business site listing the places to shop. I have emailed them & requested them to stop sending me these emails, also with no response. I get as many as 2 or 3 emails from them some days.

Desired Settlement: I would like for them to stop sending me these emails immediately.

Business Response:

*******Hi *****!

 

Thank you for reaching out through the BBB. 

 

We apologize that you no longer wish to receive our emails and we have processed your request to unsubscribe. Please note that our email lists are set up in advance, so it may take 5 business days for the emails to discontinue.  If you wish to change your email preferences at any point, you may do so by logging into your ShopAtHome account, going to "My Account" then to "Email Preferences."

 

Kind regards,

******* ******, Sr. Manager

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

 

7/15/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Suddenly on my toolbar on my computer all these store names came up - including "**************" I never put any of these on a toolbar and I keep erasing it and it comes up every time I turn on my computer. Also, I am inundated by e-mails from this company "**********". I try to unsubscribe and all they do is ask for me to sign up. I saw that this company is backed by the BBB of Denver - I want them off of my computer toolbar and I want no more e-mails from this company. If I want to shop at home I will let someone know. These are poor and intrusive advertising practices. GET OFF OF MY COMPUTER PLEASE!

Desired Settlement: GET OFF OF MY COMPUTER AND STOP CHANGING MY TOOLBAR AND DO NOT USE MY E-MAIL WHEN I NEVER GAVE IT TO YOU. WHO DID YOU GET IT FROM??????

Business Response:

Hi ****,
Thank you for contacting us through the BBB.

Per our email under service ticket ******, our records show that you have successfully unsubscribed from all ************** email lists. We preselect our email distribution lists; therefore, it may take 3-5 business days for this change to go into effect. If after 5 business days you continue to receive emails from **************, please forward them to us at ********************** and we will be happy to research and resolve this issue for you as quickly as possible.  If you are receiving emails from other companies, please contact those companies directly to request they remove your email from their lists.

Please note that our records show that you have installed the ************** Browser App.  For more information about the benefits of the ************** toolbar browser app, please click here: ***********************************************.
We show that you have the browser app installed in a ******* browser. Therefore, please follow the uninstall instructions for ******* listed on our website at:**********.****************************************************. If you are using the newest version of *******, click the Control key+[shift]+[A] to access the Add-ons Manager tab.  If you are using a ***, the Control key is your "*****" key.  Be sure to restart your computer upon completion of the uninstall instructions.
Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer.
Please note that third party spyware removal programs, such as ****** or ******, do not completely remove the ************** Browser App, and we strongly advise against using these programs to remove our Browser App.
If you have any additional questions, please respond to our email under service ticket ****** and we will be happy to help!

Thank you,

******* ******, Sr. Manager

**************

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and the result was explained to me by the company.  I still think that I was tricked into signing up for ********** - maybe they could make it clearer how you sign up.  They said I clicked on some EULA button but I cannot even remember doing that.  they have taken me off of their e-mail and they did help me get the tool bar off of my toolbar but I am still not happy - seems computer program are made to trick people into signing up.

 


Sincerely,

**** ********

 

6/14/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I made two $600 purchases at eBags.com going through the shopping portal ShopAtHome.com with a guaranteed cash back rate of 22%. My cash back was first tracked and then deducted to zero. All of my purchases are eligible for cash back according to the terms and conditions on the website at the time of purchase. I contacted customer services and they said they cannot give me a favorable response without an explanation. This is clearly false advertising, which baited me with the cash back rate and then declined it even though they are absolutely eligible purchases guaranteed for cashback according to their website.

Desired Settlement: I would like to have an explanation on this issue and get my rebate back.

Business Response:

******,
 
Per our response to ticket ******, eBags has made an exception and credited us back for your orders ******** *** ********.  They are in your account under ********** *** **********.
Please be advised that the reason the orders were adjusted is that eBags identified you as a reseller.  They will not credit orders made by resellers.  Therefore, future orders are subject to adjustment without any further exceptions.
Please see our cash back guidelines for eBags, our terms and conditions regarding reseller activity, and eBags terms and conditions for additional details on reseller activity.

 

Our terms and conditions state the following under Qualified Purchases:

 

"Although it is not always noted in the cash back guidelines, many Affiliate Stores have a policy against reselling their products and/or service. If an Affiliate Store reverses or refuses to pay credit to ShopAtHome.com because the Affiliate Store deems the purchase to be reseller activity, the purchase ceases to be a Qualified Purchase."
Thank you,

Annette Nueske, Sr. Manager

ShopAtHome.com

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/11/15 I registered with ShopAtHome to receive an 8% cash back on an upcoming Hilton stay. I was issued a confirming trackbacks number 4518505003. I checked out of the Hilton Grand Vacations Club, 2650 Las Vegas Blvd. South, Las Vegas, Nevada 89109 on 12/2/15 and paid my bill in full. The total charge was $1,890.85 which should result in a cash back of $151.27 at 8%. My ShopAtHome account has not been credited despite repeated email contacts with ShopAtHome customer service. They say Hilton has not confirmed the stay. I have offered to send ShopAtHome my paid hotel bill, but ShopAtHome says Hilton must confirm. I think 3 months is enough time for that.

Desired Settlement: I want my ShopAtHome account credited for the $151.27 and a check issued to me immediately.

Business Response:

******,

Thank you for reaching out to us through the BBB.  We are sorry that your Hilton stay has not been tracked and credited to ShopAtHome.com.

 

Per our response to your service ticket 248587, Hilton has not resolved our inquiry that we submitted for their review on 1/4/16.  Unfortunately, it is not uncommon for a merchant to take more than 45 days from the time we contact them to research and resolve our missing order inquiry.

 

Until Hilton responds to our inquiry, we do not know why your order was not tracked and credited to ShopAtHome.com. Please note per our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back.

 

We are more than happy to research your order, and will credit your account with cash back if and when Hilton agrees to credit ShopAtHome.com for referring your purchase.  We will continue to follow up with Hilton and will respond to ticket 248587 as soon as we have a resolution from Hilton.

 

We thank you for your ongoing patience while we work to resolve this issue with Hilton.

 

Very kind regard,

******* ******

Sr. Manager

Business Response:

Hi ******,

Again, we apologize that Hilton has not yet resolved our inquiry.  However, as per our previous response and our responses to ticket 248587, purchases that are not credited to ShopAtHome.com by the affiliate store do not qualify for cash back.

We are always happy to research missing orders, and we are at the mercy of the stores to respond.  Please review our terms and conditions for additional information on missing cash back and qualified purchases.

While we share your frustration with how long it can sometimes take to resolve a missing order inquiry, it is not uncommon for a store to take 45 days or longer.

We will respond to service ticket 248587 as soon as we have information from the store regarding your purchase.  In the meantime, we apologize that we are unable to provide details as to why Hilton has not credited ShopAtHome.com with your order.

 

Very kind regards,

******* ******

Sr. Manger

ShopAtHome.com

 

Consumer Response:

 
Complaint: 11187022

I am rejecting this response because:  I acted in good faith and did what I was supposed to do.  I have even offered to send ShopAtHome my paid hotel bill.  How does ShopAtHome prove to ME that Hilton has not responded or the response wasn't lost?  This is a secret process I have no control of.  I have gotten all my smaller cashbacks almost immediately with no problem and there have been many.  Why is this the only one that's held up?  Also, I just got an email from ShopAtHome this morning for a 5% rebate on Hilton.  They are still advertising these rebates so SOMEONE must be getting cashback.....just not ME!  A company that is rated A+ with the BBB should pay this and move on.  That's what an A+ company does.

Sincerely,

****** *******

3/2/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ShopAtHome.com give consumers an opportunity to earn Cash Back, Cash Back incentives and additional rewards on purchases. On Dec. 8, 2015 I submitted several Missing Cash back request and as of this date have not gotten a response back from these concerns. Below are the Missing Cashback payments due me: 1. ****** ******** Order Number: 1006768 Track Back Number: Order Date: 11/30/2015 Amount of Purchase: $138.63 Cash Back Due: 3%x4=12% ($16.63) Description of Item(s) purchased: 10 Pieces of Women Apparel 2. KOHLS Order Number: 3698171565 Track Back Number: Order Date: 11/01/2015 Amount of Purchase: $177.93 Cash back due: 3%x3=9% ($16.01) Description of Item(s) purchased: 5 Pair of Sonoma Pants, 2 Pair of Women Ankle Boots 3. KOHLS Order Number: 3962667445 Track Back Number: Order Date: 11/11/2015 Amount of Purchase: $110.18 Cash Back Due: 3%x3=9% ($9.92) Description of Item(s) purchased: 5 Pair of women pants, 1 pair of cluster earrings 4. KOHLS Order Number: 3598751524 Track Back Number: Order Date: 10/05/2015 Amount of Purchase: $82.31 Cash Back Due: 3%x2=6% ($4.93) Description of Item(s) purchased: One pair of Women's Boot and 1 Women's Ring. 5. KOHLS Order Number: 4388055850 Track Back Number: Order Date: 12/8/2015 Amount of Purchase: $88.27 Cash Back Due: 3%x1=3% ($2.64) Description of Item(s) purchased: Kreuric Coffee Maker and Pods

Desired Settlement: I have been a member of Shopathome since 2013 and have enjoyed using them for cash back rewards and earnings. Please credit my account for any cash back rewards due me.

Business Response:

Thank you for reaching out to us through the BBB. 

 

ShopAtHome.com has responded to an resolved all of the inquiries listed in your correspondence. Please see ticket status below for each inquiry:

 

1.       ****** ********

Order Number: 1006768

Order Date: 11/30/2015

Amount of Purchase: $138.

Status: ShopAtHome.com service ticket 242500 was submitted on 12/8.  We responded on 12/9 that the order had not been credited to us by the store and that we were researching the order.  On 1/11/16, we responded advising that the merchant had credited the order and the purchase credited to your ShopAtHome.com with the appropriate cash back amount. The cash back was paid out on your on 2/1/16 check.

 

2.       KOHLS

Order Number: 3698171565

Order Date: 11/01/2015

Amount of Purchase: $177.93

Status: ShopAtHome.com ticket 242466 was submitted on 12/8. We responded on 12/9 that the order had not been credited to us by the store and that we were researching the order.   On 2/16/16, we responded advising that the merchant had credited the order and the purchase credited to your ShopAtHome.com with the appropriate cash back amount.   Please note; however, that our records show that we offered 4% cash back on your order date of 11/1, which was 2x our regular 2% rate. We do not show a 9% rate for Kohl’s on 11/1/15.

 

3.       KOHLS

 Order Number: 3962667445

Order Date: 11/11/2015

Amount of Purchase: $110.18

Status: ShopAtHome.com ticket 242473 was submitted on 12/8. We responded on 12/9 that the order had not been credited to us by the store and that we were researching the order.   On 2/16/16, we responded advising that the merchant had credited the order and the purchase credited to your ShopAtHome.com with the appropriate cash back amount.   Please note; however, that our records show that we offered 4% cash back on your order date of 11/11, which was 2x our regular 2% rate. We do not show a 9% rate for Kohl’s on 11/11/15.

 

4.       KOHLS

Order Number: 3598751524

Order Date: 10/05/2015

Amount of Purchase: $82.31

Status: ShopAtHome.com ticket 242463 was submitted on 12/8. We responded on 12/9 that the order had not been credited to us by the store and that we were researching the order.   On 2/16/16, we responded advising that the merchant had credited the order and the purchase credited to your ShopAtHome.com with the appropriate cash back amount.  

 

 

5.       KOHLS

Order Number: 4388055850

Order Date: 12/8/2015

Amount of Purchase: $88.27

Status: ShopAtHome.com ticket 265696 was submitted 2/10/16 (60+ days after the order date).  We responded on 2/10/16 that, per the Kohl’s cash back guidelines, Kohl’s will not accept missing order inquiries after 30 days. Since this order was not credited by the Affiliate Store, per our terms and conditions, this order did not qualify for cash back rewards.

 

Please note the following in the ShopAtHome.com terms and conditions:

2. Provisions of the ShopAtHome.com Program, e. Missing Transaction Credits. When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member’s account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member’s account with the Cash Back Rewards. Members who believe Cash Back Rewards from a Qualified Purchase are missing from their account after seven (7) days after the date of the Qualified Purchase must contact ShopAtHome.com by using the form found at http://www.shopathome.com/rebateinquiry.aspx ("Rebate Inquiry Form") within thirty (30) days of the original Qualified Purchase date concerning the missing transaction. We may ask you to provide a receipt so that we can research the transaction. ShopAtHome.com is not responsible for missing transaction(s) if you have failed to contact us within thirty (30) days of the original Qualified Purchase date. (EXCEPTION: Travel purchases, other than airline only purchases, are not credited until after travel is complete. Therefore, please notify us if you do not see a credit to your account within sixty (60) days of your travel completion date.) While most missing rebate inquiries can be resolved within 30 days of the date the Rebate Inquiry Form is received, inquiries that require additional research with the Affiliate Store can take longer. ShopAtHome.com will contact you by email once we have a resolution to your missing rebate.

We apologize that during and following the busy holiday shopping season, stores may take longer than usual to research our missing order inquiries.

If you have any additional questions regarding these orders, please respond to the referenced tickets above and we will be happy to help in any way we can.

Kind regard,

******* ******

Sr. Manager, Customer Service and Transaction Processing

 

2/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Two December 18, 2015, Walmart.com purchases for $8.70 and $38.88 cashbacks have not posted to my account despite filing missing cashbacks. Shopathome.com denied my cashbacks for unreasonable reasons despite valid trackbacks and purchase orders provided. It is tiresome and old to file missing cashbacks for clicking through cashback portals such as Shopathome.com and not receiving the cashbacks when Shopathome.com has been paid. It is time to use other portals as keeping track is not worth the time and effort for dishonest companies.

Desired Settlement: The necessary cashbacks for the two Walmart.com purchases posted to my account as soon as possible.

Business Response:

*******

 

Your Walmart order number ************** (amount of $38.88) was not credited to ShopAtHome.com by the store. Per our respond to ticket 250664 on 1/5/16, we are researching the order with Walmart to see why it was not credited. We will respond to ticket 250664 as soon as we have an update on the missing purchase.

 

Your Walmart order ************** (amount of $8.70) was also not credited to ShopAtHome.com by the store. Per our response to ticket 250665 on 1/5/16, Walmart declined to credit the order to ShopAtHome.com, as their tracking records show that another publisher was credited for referring the order.  Per our terms and conditions, we do not offer cash back on orders that are not credited to ShopAtHome.com by an affiliate store for any reason.  When another publisher is credited, the store will not also credit ShopAtHome.com.

While a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick.

Per our terms and conditions, "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member’s account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member’s account with the Cash Back Rewards."

 

We will respond to ticket 250664  as soon as Walmart provides us with details about the purchase.

 

If you have any questions, please respond to the above referenced tickets.

 

Thank you,

******* ******, Sr. Manager

2/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was not credited with the correct cashback amount of 9% for 2 of my 3 purchases at Barnes & Noble through their shopathome.com website. I made 3 separated purchases at Barnes & Noble on November 28 through this company's cashback site shopathome.com because they had a 9% advertised rate. Each separate purchase was for the same amount of $13.99. However, they only credited me for one of those purchases at that higher rate, claiming the other 2 were done at the lowered rate of 3%. I claim the 9% rate was showing at their website for all 3 of my back-to-back orders and each time I opened a new window for the transaction.

Desired Settlement: I would like to be credited for the correct cashback amount of $3.78, that is $1.26 per purchase (9% of each $13.99 item).

Business Response: ******,

Thank you for contacting ShopAtHome.com.

Of the three missing Barnes and Noble purchases you reported, one was reported with a purchase date of 11/28/15 and the other two were reported with a purchase date of 11/29/15.

ShopAtHome.com had a special cash back promotion of 9% on Barnes and Noble that applied to purchases made between 11/26/15 and 11/28/15. In order to qualify for the special 9% cash back rate, purchases had to be placed between these dates. Therefore, your 11/28/15 order qualified and was credited with 9% cash back.

However, on 11/29/15, when your other two purchases made, we offered 3% cash back on Barnes and Noble purchases. Therefore, your 11/29/15 purchases have been credited with the correct amount offered on the date of purchase.

Please note that ShopAtHome.com was not credited by Barnes and Noble for any of your reported orders. Therefore, per our terms and conditions, the orders did not qualify for cash back. However, in good faith, we have provided you with the 3 make good cash back credits.

We are happy to have provided you with the make good credits. The credits were made correctly based on the cash back offered on our site on your reported purchase dates.

If you have any additional questions, please contact us and we will be happy to help in any way we can.

Kind regards,
******* ******, Sr. Manager

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I don't know when they changed their terms, but the 9% advertised rate was still up on their website when I clicked through for the 2nd and 3rd orders. I would not have proceeded otherwise as there are better cashback rates available than 3%. Further, these orders were made in the early hours of 11/29 EST and this company is based on the west coast where it would still be 11/28. Also, if Barnes & Noble does not credit orders, then do not advertise them on your website as being a cashback merchant. Simple as that.

Complaint Response Date bumped because: Data Base Migration

Business Response:

*******

None of your 3 reported missing Barnes & Noble purchases were credited to ShopAtHome.com by the store.  Therefore, the orders did not qualify for cash back. However, we made 3 good faith credits for the cash back.

 

You report two of the purchases with an order date of 11/29/15. Per our previous response, we did not offer the 9% cash back on 11/29/15.  Cash back is credited based on the offer posted on our site on the date/time of purchase, not on when you click from our site. If you click from our site, but do not make your purchase until the next day, the cash back rate may have changed.

 

Based on how you reported your missing orders, they have been properly credited. We offered 9% cash back on 11/28/15 and credited your 11/28/15 order with 9% cash back.  We offered 3% cash back on 11/29/15 and credited your 2 11/29/15 orders with the 3% cash back offered on that date.

 

Below is how your missing orders were reported to us:

 

Barnes & Noble 
Order Number: 
***********
Track Back Number: 
***********
Order Date: 
11/29/2015 
Amount of Purchase (after all discounts & excluding taxes and shipping charges) 
27.99 
Description of Item(s) purchased 
'Roberto Rossellini's War Trilogy' DVD Box Set 

 

Barnes & Noble 
Order Number: 
***********
Track Back Number: 
***********
Order Date: 
11/28/2015 
Amount of Purchase (after all discounts & excluding taxes and shipping charges) 
13.99 
Description of Item(s) purchased 
The Rose Blu-ray DVD 

 

Barnes & Noble 
Order Number: 
***********
Track Back Number: 
***********
Order Date: 
11/29/2015 
Amount of Purchase (after all discounts & excluding taxes and shipping charges) 
13.99 
Description of Item(s) purchased 
'Throne Of Blood' Blu-ray DVD 

 

The good faith make good credits that we made to your account for these three non-qualifying cash back purchases were correctly issued.

Thank you,

******* ******, Sr. Manager

2/1/2016 Problems with Product/Service
1/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False Advertisement/False Accusations/Poor Customer Service Please find my exact correspondence to this company that was sent directly through their website and includes all of the details of my order and my attempt to obtain the advertised amount due to me. "Missing Cash Back? A customer has input a Missing Cash Back Inquiry as follows. Walmart Order Number: 6021512-951591 Track Back Number: 4558163273 Order Date: 11/26/2015 Amount of Purchase (after all discounts & excluding taxes and shipping charges) 1054.39 Description of Item(s) purchased TV If this is travel related, i.e. airfare, hotel, car rental, etc., have you used the reservations? No If "Yes" to the above question, please enter the dates of travel? From: To: Comments: I am yet again missing cash back from another Wal-Mart purchase. The first incident I let it go but this time it is a big deal because the only reason I purchased this item was because of the 9% cash back promo you all were running. My account has yet to be credited and again this is the second Wal-Mart purchase that this has happened on. I don't know what the issue is but I would appreciate it if you all will honor my cash back on this purchase because it was so large and it is truly not fair that I don't get my cash back yet again, when I'm doing everything right. I have had no issues with getting cash back for any other store purchase except Wal-Mart for some reason. Please help!" This correspondence was sent on 12/5 when I discovered I was never credited with the advertised cash back. Eleven days went by without an update and on 12/16, I then sent this correspondence "Hello there....so while I've been waiting for a response, I came up with a theory which I tested and confirmed it to be true. It seems that when I pay with paypal I don't get my cash back but when I use any other method of payment, you all give me my credit. Why is it that when paypal is used, I'm having this issue. This is my second purchase from Walmart with a paypal payment that I did not receive credit on. I see no where on your site that stipulates paypal as not a valid form of payment in order to receive cash back. In the eyes of a consumer, this is false advertising and someone needs to look in to this as a problem. Still eagerly awaiting for my cash back to be credited to my account. Like I said previously, the biggest reason I even made this purchase was for the cash back promotion and I most certainly followed the steps in order to receive my cash back. Now that I have discovered this, I also want my cash back on the first purchase that I reached out to you all about. Both were valid purchases and I have earned my cash back. Thank you." This correspondence was promptly replied to stating "Walmart does not exclude purchases that are paid with Paypal. We do not know why this order did not credit, so we are researching the order with Walmart." Today, 12/17, I received their official response to my initial inquiry with a generic template statement saying "The store has advised that your order was referred to their site through a channel that is not associated with ShopAtHome.com. Therefore, they will not credit your order to our site. We're sure sorry, but orders that are not credited to ShopAtHome.com are not eligible for cash back rewards" However, this couldn't be further from the truth. I am not new to using their site & the ins and outs of how to earn their cash back. Without a shadow of doubt, I used their site to make my purchase (my trackback proves this - in fact I had two trackbacks opened because of my paranoia over my first missing cash back) I most certainly did not nor did I receive credit from another source as they've claimed & I most certainly don't appreciate that false accusation. I then demanded my cash back and to be contacting by management to resolve this issue. However the person whom they had contact me only exacerbated the issue further with her unprofessionalism and went so far as to laugh in my face (I have filed a separate complaint directly against her)

Desired Settlement: I am seeking an actual customer service experience where someone actually cares enough to do their due diligence to resolve a matter with a long time customer who has discovered and pointed out a flaw in their system that they seem to want to be oblivious to. Ignorance is not bliss in this case and they will lose yet another customer over this. I have done my research and found a plethora of slighted customers who were victim to their false advertisements and responses from their senior management proving that they flat out don't care about customer service nor customer satisfaction. Their issue clearly stems from a disconnect with Walmart directly and their paypal option. Anyone who actually cared about their customer would reach out to Walmart for further investigation and I am certain that they will most certainly confirm no credit was given to me or another site on my behalf for this purchase and rightfully credit my account with the amount that I have earned of $80.82. An apology for the false accusations made against me and the poor character of their supposed senior management would also be a welcomed gesture. I too am in customer service management and if I or any of my employees laughed in the face of one of our customers, I/they would most certainly be terminated immediately, or reprimanded at the least.

Business Response: *******

Thank you for reaching out to us through the BBB.

The information previously provided regarding using PayPal was accurate. Walmart does not exclude crediting purchases to us when PayPal is used for payment. Using PayPal is an acceptable payment process and will not prevent your orders from qualifying.

Per our email responses and per my call to you, your order does not qualify for cash back because Walmart has denied crediting ShopAtHome.com for referring the purchase. Their tracking shows the order was referred to their site through another channel, as advised in our email on 12/17/15.

We have reached out to Walmart to get further clarification and they have confirmed that their tracking records show you clicked on an advertisement for Walmart that was displayed in a search engine. Because this advertisement was not linked to ShopAtHome.com, Walmart has declined to credit ShopAtHome.com for your order.

As previously explained and as noted in our terms and conditions, orders that are not credited to ShopAtHome.com by the affiliate store for any reason do not qualify for cash back.

Also, please refer to our terms and conditions regarding our process followed for managing missing cash back inquiries. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards."

Your purchase has been researched with Walmart and they have declined to credit ShopAtHome.com for this order. Therefore, the order does not qualify for cash back.

We make every effort to get orders credited and offer cash back. However, purchases must meet the requirements under Qualified Purchases. Again, we're sorry that we were not able to get this order credited.

If you have any additional questions, please respond to ticket 240434.

Very kind regards,
******* ******, Sr. Manager

Consumer Response:  
Complaint: 11032178

I am rejecting this response because it is false. I will no longer be doing business with this company. Nor promoting them on my blog. They are the epitome of false advertising. 

Sincerely,

****** ****

Business Response:

We apologize that we were not able to resolve this issue in a more favorable manner. However, per our previous emails, phone calls and responses to BBB inquiries, the order does not qualify for cash back based on the terms and conditions of the ShopAtHome.com program.

 

Thank you,

******* ******, Sr. Manager


1/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company did not provide the cash back promised for clicking through their site for online purchases as advertised. On 12/11/15 I made 2 purchases for SaksFifth for 7% cashback, one purchase of $385 and I received the cashback owed, however the 1st purchase of $616 I did not receive credit. I filed a claim with Shopathome and was advised I would get a response in 14 days. I received a generic response and over 30 days later I have not received my cashback. On 12/17 I made another purchase with Saksfifth through shopathome of $295 and was approved for the 110% cashback guarantee of 8.8%. I also filed a claim, and yet have not received any cashback. In addition on 12/17 I paid in full for non-refundable hotel reservation of 211.73 and was advised to wait 30days after travel is complete to receive cashback however I am confident that will not occur as proven with my previous unresolved claims. I want the cashback that was advertised and promised. I attempted to contact to the company on 1/13 and received a callback from "Annette" on 1/14 who refused to resolve the issue.

Desired Settlement: I want the 8.8% cashback for my purchase of $295 from Saksfifth inquiry 247505, 7% for $616 purchase at Saksfifth inquiry 247821, % for Wyndham hotel group for $211.73 purchase inquiry 251522.

Business Response:

*******,

 

Per our conversation, we are working to resolve the issue.  As we discussed and per our response to ticket 247821 yesterday, while a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick.

Per our terms and conditions, "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member’s account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member’s account with the Cash Back Rewards."

"While most missing rebate inquiries can be resolved within 30 days of the date the Rebate Inquiry Form is received, inquiries that require additional research with the Affiliate Store can take longer. ShopAtHome.com will contact you by email once we have a resolution to your missing rebate."

We apologize that the store has not yet resolved our missing purchase inquiry and we will continue to follow up until they have. Please be aware that during and following the busy holiday shopping season, store take longer than usual to respond to our missing order inquiries.

Once the store responds to our inquiry, we will be able to resolve the issue. In the meantime, the order is not eligible for cash back, as it has not been credited to ShopAtHome.com by the affiliate store. If the store agrees to credit ShopAtHome.com for referring the order, you account will be credited with the cash back reward. 

If you have any additional questions, please respond to your service tickets and we will be happy to answer them as best we can.

Many kind regards,

******* ******* Sr. Manager

Business Response:

********

 

While we share your frustration with the time it is taking the merchant to respond to our missing order inquiry, this is common following the busy holiday shopping season.  We are following the promised policy as stated in our terms and conditions to research your missing order.

 

As soon as the store responds to our inquiry to advise why your order was not credited to ShopAtHome.com, we will contact you.  Unfortunately, unless and until the merchant credits ShopAtHome.com for your purchase, your order does not qualify for cash back. For details on qualified purchases and missing cash back, please see our terms and conditions.

 

Kind regards,

******* ******, Sr. Manager

Consumer Response:  
Complaint: 11087266

I am rejecting this response because: this is not an acceptable response and business practice. No other cashback companies operate this way. You should have other procedures in place rather then just telling the customer there's nothing you can do after two months and I have still not received my cash back. Very dissatisfied and disappointed with this company will pursue additional complaints via alternative outlets against this company. Poor customer service.

Sincerely,

******* *******

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: See email: $57.13 is Waiting for You! We Just Need Some Info Congrats! You have more than $20 Cash Back from ShopAtHome.com. Before we send your chk I have yet to receive the refund/rebate. I keep receiving emails that I have cash waiting, but nothing has been sent. I have had no success trying to resolve this through emails.

Desired Settlement: I would like a check as promised in the amount of $57.13.

Business Response:

Thank you for contacting us through the BBB.

 

We apologize, but we did not find that you have contacted ShopAtHome.com directly regarding your cash back.

Please be aware that Cash Back Reward checks are issued each time you reach a minimum of $20 in Cash Back Rewards by the Cash Back Earned Date.  If your Cash Back Rewards balance is under $20, the balance will roll over to the next scheduled payment period.  You must accrue $20 in Cash Back Rewards by the Cash Back Earned Date to qualify for a check.  

We issue Cash Back Reward checks at the end of each month for Cash Back Rewards earned by the end of the month, two months prior.  For example: to receive a check on the 7/31 payout, you would have to have earned $20 in Cash Back Rewards on purchases made through 5/31. If you did not reach the $20 minimum, your rewards would roll into the next month until you reach the $20 minimum by the Cash Back Earned Date for a given payout period.

For additional details, please login into your ShopAtHome.com account and refer to the Cash Back Payout Schedule located under "My Cash Back ” https://secure.shopathome.com/MyCashBackHistory.aspx.

You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. Your cash back earned through 11/30/15 is $41.57, which is the amount payable on your 1/31/16 check. You have an additional cash back balance of $15.94 on purchases made through 1/31/16. That amount is not payable until you reach another $20 in cash back in accordance with our terms and conditions.

Please note that we will be unable to mail you a check on 1/31/16, as you have not yet entered a mailing address into your account.  In order to receive your 1/31/16 check for cash back earned through 11/30/15, please enter your mailing address into your ShopAtHome.com account no later than 1/20/16.

If you have any questions, please contact our Customer Service department by submitting a service ticket here: https://secure.shopathome.com/sahpages/contact.aspx.

Thank you,

******* ******, Sr. Manager

Consumer Response:  
Complaint: 11033034

I am rejecting this response because: Here is an email I received on Thursday, January 14, 2016. $57.51 is Waiting for You! We Just Need Some Info

Congrats! You have more than $20 Cash Back from ShopAtHome.com. Before we send your check, please verify your address by visiting the 'View Account' link below.

Enjoy some well-deserved treats with your Cash Back and keep using ShopAtHome.com, where we'll pull together the day's top deals to create an entirely new way to shop smarter and save online. You may even earn up to 30% Cash Back from select retailers! I
 
Happy Shopping!
- The ShopAtHome team

For more information on Cash Back and how it works, click here!

  I can't get into my account because I don't remember my password, and the "Reset Password" has not worked. If it did we would not be in this situation, and I would not have filed a complaint.If my address is needed to receive the check why hasn't anyone tried to contact me? Everytime I have tried to reset my password I have not received an email on instructions to do so or a link to take me to allow me to reset my password. I will gladly give my address, but I want the entire amount as stated in yesterday's email.


Sincerely,

***** *********

Business Response:

The email you received showed your total current cash back.  However, cash back is payable after 60 days and when you meet the $20 minimum.

You reached the $20 minimum with purchases made through 11/30/15, which are payable 1/31/16. The total cash back earned on purchases made through 11/30/15 is $41.57.  This is the amount payable on your 1/31/16 check.

The additional cash back balance of $15.94 was earned on purchases made through 1/31/16. January purchases are not eligible for payout until 3/31/16, and only if you reach another $20.

We apologize for the confusion, but your account is reflecting the correct cash back and payout dates based on our stated terms and conditions and based on the payout schedule listed on your My Cash Back page.

Again, please be sure to enter your mailing address, as we will be unable to send your 1/31/16 check without a valid mailing address.  If you have not done so, please enter your mailing address by end-of-day 1/22/16.

If you have any questions, please contact our Customer Service department by submitting a service ticket here: https://secure.shopathome.com/sahpages/contact.aspx.

Thank you,

******* ******, Sr. Manager

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They attached their application to my toolbar and I cannot remove it. It says to remove from chrome but its attached to my safari browser. I never even finished signing up for it but it attached to my browser

Desired Settlement: take it off my tool bar!!!

Business Response: *****

Thank you for contacting us through the BBB. We checked our ticketing system and did not find that an inquiry had been submitted to us for assistance.

The ShopAtHome.com savings app is a voluntary download that is installed by the computer user. The savings app cannot be installed without the computer user checking a box to agree to our EULA (End-User License Agreement) then clicking "continue." For more information about the benefits of the ShopAtHome.com savings app, please click here: http://www.shopathome.com/toolbar-info#benefits.

We apologize, but we are unable to remove the savings app on your behalf, as we do not have access to your computer. While our savings app help page does default to the Chrome tab, there are also tabs for assistance with Internet Explorer, Firefox and Safari. The instructions for uninstalling the savings app in your Safari browser are listed here: http://www.shopathome.com/toolbar-info under the Safari tab on the far right. Simply click where it says "Click here to uninstall the Browser Savings App." The link provided will take you to this page: http://www.shopathome.com/savings-browser-app-uninstall-safari where you will find the instructions below:

Removing the Browser Savings App for Safari
In the Safari browser, click on the Safari menu in the upper left corner of the browser
Select Preferences from the menu
In the Preferences window, go to the Extensions tab
Select the ShopAtHome.com extension
Click the Uninstall button

If you have any additional questions or require any further assistance, please contact our customer service team here: https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to help.

Thank you,
******* ******
Sr. Manager


Complaint Response Date bumped because: Data Base Migration

1/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Shop at home is a cash back rebate site. I ordered 3 items in the month of november and have not recieved my cash back reward or a response from them. I joined shop at home the begining of november. They advertised they do a percentage of cash back rewards for well known retailers. I planned to take advantage of the opportunity to do shopping around the holidays ( black friday and xmas) in hopes to make some cash back for my purchases. I made 3 purchases november 16th,2015 using my credit card using the company ******** Ipad mini order number-XXXXXXXXX -$209.00 Chi flat iron order number-XXXXXXXXX-$69.99 Aduro rotating stand ipad mini case order number-XXXXXXXXX-$14.99 They advertised a pre- black friday sale at 18% cash back. I never recieved my rebate so on december 16th,2015 (30 days later) i opened a claim dispute for all 3 items to inquire about my rebate reward. I still have NOT got a response back from them regarding the claim. I submitted a customer review on **********.com dec 25th in hopes they may see it and respond but again have not got a response to either of my requests. I have highly disappointed in this company and as a fairly new customer i had high hopes that they would be a site i would continue to use. I will be going into the new year looking for a new company to use and would bot reccomend shopathome.com to anyone! I would not have made these purchases through them had i known i would have had to go through this much headache.

Desired Settlement: I would like my cash back reward funds as they advertise on their website.

Business Response: Initial Business Response /* (1000, 6, 2015/12/31) */ *******, Thank you for contacting us through the BBB. We apologize for the delayed response to your inquiries. Unfortunately, during the busy holiday shopping season, it may take us 14 business days to response. Please know that we are making every effort to respond as quickly as possible. We responded to each of your missing cash back inquiries on 12/29, advising that we were researching your purchases with *******, as the orders had not been credited to ShopAtHome.com. Our inquiries were resolved earlier this morning, and all three of your orders have been credited. We responded to your tickets that these orders will credit to your account within 24 hours. If you have any additional questions, please respond to your service tickets and we will be happy to help. Thank you and Happy New Year! ******* ******, Sr. Manager Initial Consumer Rebuttal /* (2000, 8, 2016/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund recieved. Thank you

12/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After making a purchase from **** ***** ****** through Shopathome.com, I have yet to receive/see my cash as advertised reflected on my account On 11/27/2015, I saw that ShopAtHome.com was offering a special promotion for purchasing via their website from **** ***** ****** (24% cash back). I logged in to my account from ShopAtHome.com, and went through the website to be redirected to **** ***** ****** (track back number XXXXXXXXXX). I made the purchase on 11/27/2015 at around 1:06AM. ShopAtHome's website states that if the transaction was not reflected on my account for 7 days, I should contact a representative. Since then, I've submitted 2 contact requests (Customer ****** ****'s Missing Cash Back inquiry is submitted XXXXXX). It has been about 3 weeks and I have not heard anything back from the company nor see anything being reflected on my account. Order number from Saks XXXXXXXX, subtotal $2435. Total of $584.4 is expected from the transaction.

Desired Settlement: Please credit the advertised (24% cashback) to my account for trackback XXXXXXXXXX. Order number from **** XXXXXXXX, subtotal $2435. Total of $584.4 is expected from the transaction.

Business Response: Initial Business Response /* (1000, 6, 2015/12/17) */ ******, Thank you for reaching out to us through the BBB. We apologize for the delayed response to your missing cash back inquiry. During the busy holiday shopping season, it can take 14 business days for us to respond, though we are making every effort to resolve inquiries as quickly as possible. Your request under ticket XXXXXX was addressed on 12/16 at 2:06pm MT. Per our response to your inquiry, **** has not credited your purchase to ShopAtHome.com. When a store does not credit a purchase to ShopAtHome.com, the order does not qualify for cash back. (Please see our terms and conditions and FAQs for details on Qualified Purchases.) We are researching your purchase with Saks to find out why the order was not credited. If **** agrees to credit ShopAtHome.com with your purchase, your purchase will qualify for cash back. We will respond to ticket XXXXXX as soon as we have an update. Please be aware that it can take a store 45 days or longer to respond to our missing order inquiry, especially during the peak shopping season. If you have any additional questions, please respond to ticket XXXXXX and we will be happy to help. Thank you in advance for your continued patience. Happy Holidays, ******* ******, Sr. Manager

12/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They've attached their spammy "Shop At Home" toolbar to my Firefox browser, and now I can't remove it. They've attached their spammy "Shop At Home" toolbar to my Firefox browser (I did NOT install this), and now I can't remove it. Their removal "instructions" only specify how to remove it for Chrome, which is not the browser I'm using. I keep searching for a way to REMOVE this annoying toolbar and can't find a way to permanently remove it. This is spam and it's obnoxious. I've never signed up for their service or their emails (and unsubscribed from their emails).

Desired Settlement: REMOVE THE DAMN TOOLBAR. Or send appropriate instructions as to HOW to remove it. This is ridiculous. And it's SPAM.

Business Response: Initial Business Response /* (1000, 7, 2015/12/15) */ Hi ****, Thank you for reaching out to us through the BBB. We checked our records and found that you contacted ShopAtHome.com on Thursday, 12/10/15 at 2:18pm requesting assistance in removing the browser app in Firefox. We responded to your request under ticket XXXXXX on Thursday, 12/10/15 at 2:21pm. Per our response, the browser app is completely voluntary and can only be downloaded by the computer user after agreeing to the End User License Agreement. We provided a direct link to the Firefox uninstall instructions in our 12/10/15 response. These instructions are listed on our website here: http://www.shopathome.com/savings-browser-app-uninstall-firefox. The browser app information page defaults to the tab for Chrome; however, we also list a tab for Firefox, Internet Explorer and Safari. Please follow the Firefox specific instructions to remove the browser app from your Add-ons, under Extensions. Please be sure to click "remove" and not "disable." Once you have completed this step, please close all of your Firefox windows and restart your computer. If you have any additional questions or require further assistance, please respond to ticket XXXXXX and we will be happy to help. Thank you and Happy Holidays! ******* ******, Sr. Manager Initial Consumer Rebuttal /* (2000, 8, 2015/12/16) */ I would like to close my complaint. They responded promptly to my requests for help to disable their spammy toolbar for the browser I'm using.

10/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Shopathome advertised 18% TRIPLE cashback promotion for their merchant Sears on August 31. Cashback (= $90) not credited/paid till date. Cashback sites like shopathome.com offers cashback/rebates in cooperation with merchants like Sears when consumers like me click through their website to arrive at Sears website to make the purchase. Shopathome advertised and sent e-mail to me on August 31st promoting "TRIPLE CASHBACK" with merchant Sears equaling to 18% cashback. To take advantage of this TRIPLE CASHBACK offer from shopathome, I placed an order with Sears (Order Number: XXXXXXXXX) on August 31 by clicking through shopathome website portal. I placed the order of a dishwasher (Kenmore 24" Built-In Dishwasher w/ PowerWaveTM Spray Ar) worth $499.99 on this day solely to take advantage of this TRIPLE CASHBACK offer from shopathome.com I expected to receive 18% cashback (=$90) savings from shopathome which I had planned and anticipated this savings while placing this order. I placed this order just to take advantage of this $90 savings (=18% cashback) which was being offered as a special promotion through shopathome.com (otherwise I would not have placed this order) After waiting for more than 37 days, my account has not been credited with the cashback and savings that was promised and that I was expecting through this advertisement by shopathome. My e-mail inquiry to shopathome has not resulted in positive results. It is important to note that my click track back has been noted on shopathome website. This number is: XXXXXXXXXX Sears 8/31/XXXX X:XX PM EST The order was placed within 2 minutes of reaching to Sears website. The order confirmation e-mail from Sears was received at 9:44 PM EST thus confirming my click through shopathome.com Needless to say I am deeply disappointed with the deceptive practice and advertisement by shopathome and not fulfilling their cashback obligations. I am requesting that shopathome credit my account with $90 immediately to fulfill their cashback and advertisement obligations, which I had planned and anticipated. If I had not received this promotional e-mail offer of TRIPLE CASHBACK, I would not have placed this order with Sears. I am enclosing below a Snapshot of 18% cashback advertisement by Shopathome. Sincerely, ****** ***** Shopathome account: ********@hotmail.com

Desired Settlement: I am requesting that shopathome credit my account with $90 immediately to fulfill their cashback and advertisement obligations.

Business Response: Initial Business Response /* (1000, 6, 2015/10/12) */ ******, Thank you for reaching out to us through the BBB. We received your inquiry for your missing Sears purchase on 9/12/15. Per our response to you on 9/14/15, Sears did not credit ShopAtHome.com with your order; therefore, we are researching the order with Sears to see why they did not track and credit your order to ShopAtHome.com. Per our additional response on 9/28, since the order was not credited to ShopAtHome.com by the store, the order is not eligible for cash back. Please see our terms and conditions for information on Qualified Purchases and on Missing Transaction Credits. 1. Terms and Definitions, Qualified Purchases: , The following are some reasons why a purchase may not become Qualified Purchase. Our FAQs for cash back provide some other useful answers. 1. If there is an intervening outclick between the ShopAtHome.com click and visiting the Affiliate Store, any purchase made at the Affiliate Store will not be a Qualified Purchase. A Qualified Purchase must be made in the session immediately following the click through to the Affiliate Store, within the period during which the Affiliate Store will track the purchase back to ShopAtHome.com, which may be as little as one hour. (This is referred to as "cookie duration.") 2. Although it is not always noted in the cash back guidelines, many Affiliate Stores have a policy against reselling their products and/or service. If an Affiliate Store reverses or refuses to pay credit to ShopAtHome.com because the Affiliate Store deems the purchase to be reseller activity, the purchase ceases to be a Qualified Purchase. 3. Use of a Coupon that is not affiliated with ShopAtHome.com or one that is not specifically designated as being eligible for plus cash back may prevent a transaction from being a Qualified Purchase. For example, if a Member uses a coupon received directly from a merchant (or other non-ShopAtHome.com source) or a pre-purchased discount vouchers (such as Groupon deals), the transaction may not be considered a Qualified Purchase. Also, if a Member uses a coupon that is listed on the Site, but states "may not qualify for cash back," the purchase may not qualify for cash back. 4. A purchase ceases to be a Qualified Purchase if the purchase is returned to or exchanged by the Affiliate Store, if the Affiliate Store alters the terms or conditions of the purchase, the Cash Back Guidelines for the Affiliate Store posted on the Site are not met, if the Member interacts directly with the Merchant (such as via livechat or phone call during or after the order process) 5. Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase. 2. Provisions of the ShopAtHome.com Program e. Missing Transaction Credits. "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards. Members who believe Cash Back Rewards from a Qualified Purchase are missing from their account after seven (7) days after the date of the Qualified Purchase must contact ShopAtHome.com by using the form found at http://www.shopathome.com/rebateinquiry.aspx ("Rebate Inquiry Form") within thirty (30) days of the original Qualified Purchase date concerning the missing transaction. We may ask you to provide a receipt so that we can research the transaction. ShopAtHome.com is not responsible for missing transaction(s) if you have failed to contact us within thirty (30) days of the original Qualified Purchase date. (EXCEPTION: Travel purchases, other than airline only purchases, are not credited until after travel is complete. Therefore, please notify us if you do not see a credit to your account within sixty (60) days of your travel completion date.) While most missing rebate inquiries can be resolved within 30 days of the date the Rebate Inquiry Form is received, inquiries that require additional research with the Affiliate Store can take longer. ShopAtHome.com will contact you by email once we have a resolution to your missing rebate." Per our responses to you on 9/14/15 and 9/28/15, we are researching your order with the store; however, they have not yet resolved our inquiry. Per the terms and conditions noted above, it can take longer than 30 days if an order requires additional research with the Affiliate Store. It has been 27 days since we submitted your missing order to the Affiliate Store (Sears) for their review and resolution. To date, they have not yet resolved our inquiry. In accordance with our terms and conditions, we will contact you via email as soon as the store resolves our inquiry. Please be aware that cash back will only be awarded if Sears credits ShopAtHome.com for referring your order. We apologize for the time it is taking for Sears to respond to our inquiry. We will contact you via email to ticket XXXXXX as soon as we have an update on our inquiry with Sears. Very kind regards, ******* ******, Sr. Manager Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Mrs. ******* The tone of the response from Shopathome is that they want to pass *** buck to Sears. The fact of the matter is we depend on Shopathome to receive our cashback and TRIPLE cashback promotion (or any other cashback) is advertised by shopathome not the merchants. It is the agreement between shopathome and Sears based on which cashback business works. Consumers rely on shopathome to get the cashback. So, please do not pass the responsibilities to Sears and hide under terms and conditions. This is doubly dis-pointing as the click and track back is noted and recorded on your wesbsite and it confirms the click through your website. The order confirmation e-mail came within minutes of the trackback. Shopathome is choosing to hide under the guise of a response from Sears when they are able to confirm the transaction themselves. Consumers can not take responsibilities when their contracted merchants takes 27 days to respond. Shopathome is responsible to their customers not Sears. Final Consumer Response /* (4200, 12, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, tone of this response reflects shopathome could care less for their customer. It is shopathome which advertizes their cashback not Sears. It is the responsibility of Shopathome to make sure THEIR customers get the cashback, especially in cases where there is clear evidence with trackback that THEIR customers clicked through THEIR website. If their contracted merchant do not credit the cashback for whatever reason then the business model of shopathome fails and customers are being defrauded. In the previous e-mail, shopathome wanted to wait 30 days for Sears reply and now they want to wait 45 days. Clearly, strategy of shopathome is to do nothing and hide under the guise of terms and conditions. Final Business Response /* (4000, 14, 2015/10/21) */ ******, ShopAtHome.com advertises that we offer cash back on qualified purchases. In order for a purchase to qualify, the order must be credited to ShopAtHome.com by the affiliate store. Your order has not been credited to ShopAtHome.com; therefore, it does not qualify for cash back. If Sears agrees to credit ShopAtHome.com with your order, we will credit your account with the cash back amount offered on the date of purchase. ShopAtHome.com has not failed to fulfill our promise. The order does not qualify at this time; therefore, cash back is not payable. Our promise is that when an order does not credit, we willas a courtesyresearch the order with the affiliate store. We are doing that on your behalf and will advise you of the status as soon as the store advises us. I apologize for the delay in getting the order researched. However, due to an increase in fraud activity, Sears has implemented a policy that takes substantially longer to review missing purchases. We have contacted Sears and followed up, but they have not yet reviewed your order. This is frustrating for us too, as we would love to be able to get you an answer right away. We simply cannot speed the process of any given store. You will receive an email response to your service ticket XXXXXX as soon as we have a status update on your order. In the meantime, we ask for your continue patience. Kind regards, ******* ******, Sr. Manager

9/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was promised $150 cash back for my cell phone purchase and they refuse to give me my money I made a purchase through shopathome and At&t and the offer was that shopathome would give me $150 if I purchased my phone through their site as I did on 7/29/2015. I purchased an iphone with a 2 year plan. On 8/27 I contacted shopathome because my cash back had not posted and they claim that they did not track my purchase. How convenient that the minute they offer a decent cash back, they decide not to track it.

Desired Settlement: I want the $150 cash back that I was promised for making my purchase through this site.

Business Response: Initial Business Response /* (1000, 6, 2015/09/04) */ *******, ShopAtHome.com offers cash back on all "qualified purchases," regardless of the amount, unless an amount maximum is specifically stated in our terms and conditions or cash back guidelines. However, we do not offer cash back on purchases that do not meet the requirements to be deemed a qualified purchase. ShopAtHome.com offers cash back on purchases based on how merchants credit us for referring sales to their sites. Merchants may have exclusions on products or services and will not credit a commission to ShopAtHome.com if an excluded item is purchased. Therefore, if an excluded item is purchased, the order is not considered a qualified purchase and ShopAtHome.com does not offer cash back. Per our response to your inquiry on 8/31/15, your purchase did not qualify for cash back, as you purchased an ****** from ***** As detailed in our response, the **** cash back guidelines listed on the **** store page of our site specifically state "No cash back when you purchase an ********* Merchant exclusions, restrictions and conditions are listed in the Cash Back Guidelines for every store listed on our site. Cash Back Guidelines provide additional details on the cash back offer for each merchant, including any exclusions or restrictions and a breakdown of Cash Back Tiers when a rate is listed as "up to" a certain percent. You can locate the Cash Back Guidelines on any merchant store page of our site in the left hand column under "How Does This Work?" ShopAtHome.com makes every effort to provide guidance and clarification on how cash back works. Please review our FAQs for additional information on qualified purchases, and note under the section "How Does Cash Back Work?" #8 "Your purchase must meet the Cash Back Guidelines listed on ShopAtHome.com. If you have questions on what earns Cash Back from a particular merchant, visit their store page on ShopAtHome.com and click "View Our Cash Back Guidelines." Please note the following in the ShopAtHome.com terms and conditions: "By using the ShopAtHome.com Site (defined below), you agree that you have read and you understand, and consent to the following Terms and Conditions" Under Section 2. Provisions of the ShopAtHome.com Program: a."The amount of Cash Back Rewards may vary depending on the page or media by which you make the Qualified Purchase. It is the Member's responsibility to check the Cash Back guidelines on the Site for each purchase." "Determination of whether or not a purchase made at an Affiliate Store is Qualified Purchase is at the sole and absolute discretion of ShopAtHome.com. For Qualified Purchases that cease to be Qualified Purchases, Members will not receive Cash Back Rewards for such purchase." Under Section 1. Terms and Definitions, Qualified Purchases: #5 "Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase." If you have any additional questions, or require further assistance with how our cash back program works, please feel free to contact us at http://www.shopathome.com/sahpages/contact.aspx. We have a team of experienced customer service professionals who are happy to help answer any questions you may have. Very kind regards, ******* ****** Sr. Manager, ShopAtHome.com Complaint Response Date bumped because: Holiday

9/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cash Back error. I responded to an ad on their website for 4% cash back for Points.com - so I placed my order with them expecting to receive almost $30.00 back, but only got about $6.50. Their customer service explained their policies further and said that I had failed to read the fine print which still should have been more than what I received. Seems like a Bait & Switch.

Desired Settlement: What they think is fair.

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ Hi ******, Thank you for contacting us through the BBB. I have reviewed the correspondence in your service ticket XXXXXX regarding your Points.com purchase, as well as the Points.com offer listed on our site. Based on the offer listed and on how the merchant credited ShopAtHome.com for our purchase, your order qualified for 1% cash back on the eligible order amount as reported to ShopAtHome.com by the merchant. The ShopAtHome.com cash back offer for Points.com shows that we offer "up to 4%," not 4% exclusively. As listed in our cash back guidelines, we have 5 Product/Categories with tiered cash back rates based on what is purchased. The 4% cash back offer only applies to purchases of "Share Miles Purchase Virgin America." The merchant reported your purchase under the Product/Category "Buy Us Airways Divided Miles, Partners Miles, Share Miles Purchase through: Air France, Air France KLM, Alaska Air, Carlson, Choice, Hyatt, Hilton, IHG, JetBlue, Melia, Southwest, Spirit, Starwood, Virgin Atlantic, & Wyndham." Per our Cash Back Tiers, we offer 1% cash back on purchases reported under this Product/Category. Your purchase was reported to ShopAtHome.com by the merchant with an eligible order amount of $675.00. ShopAtHome.com credited your account with $6.75 in cash back rewards, which is the 1% offered for this Product/Category. Eligible amounts do not include taxes, shipping or any other fees charged by the merchant. ShopAtHome.com lists Cash Back Guidelines for every store on the store page of our site. Cash Back Guidelines provide additional details on the cash back offered, any exclusions or restrictions and Cash Back Tiers when a rate is listed as "up to" a certain percent. When offer are listed as "up to," this indicates a maximum reward amount based on what is purchased. Depending on what is purchased, orders may qualify for a different cash back amount, or may not qualify for cash back at all. Cash Back offers are listed based on how merchants credited ShopAtHome.com for referred sales. Please note per our terms and conditions Section 2. Provisions of the ShopAtHome.com Program, a. we state "The amount of Cash Back Rewards may vary depending on the page or media by which you make the Qualified Purchase. It is the Member's responsibility to check the Cash Back guidelines on the Site for each purchase." Please review our FAQs for additional information on qualified purchases, and note under the section "How Does Cash Back Work?" #8 we state "Your purchase must meet the Cash Back Guidelines listed on ShopAtHome.com. If you have questions on what earns Cash Back from a particular merchant, visit their store page on ShopAtHome.com and click "View Our Cash Back Guidelines" near the top of the page." Based on the offer listed on our store page for Points.com and the details listed under the cash back guidelines for Points.com, I can confirm that your order was properly credited with the 1% cash back offered on the product purchased. If you have any additional questions, please respond to service ticket XXXXXX and we will be happy to assist. Very kind regards, ******* ******, Sr. Manager Initial Consumer Rebuttal /* (3000, 7, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for explaining more about the details of your Company. It's appreciated. I maintain this was a classic Bait & Switch tactic that is one of the few marketing ideas that is illegal in all 50 States. I will be forwarding a letter to the CO State Attorney General's office. I say Bait & Switch because this banner ad was in big letters & numbers that if I clicked on through your website and made this large purchase, not only would your Company benefit from my money, but I would also get a small amount in Cash Back. However, after your Company profited, my share was reduced to 1% per the fine details - and that 6.75 is locked up and cannot be withdrawn until I reach 20.00 in Cash Back. I picked your Company specifically based upon your banner ad and your website over other companies which obviously do not mince words as much. Nevertheless, what about a compromise of mailing me that 6.75 in a check and I will close my account? Thank you for your time. Best regards, ****** ****** Final Business Response /* (4000, 13, 2015/05/19) */ ******, Thank you again for your response. As previously stated, our advertised cash back reward offer for Points.com was displayed as "up to 4%" cash back. We did not, in any of our offers for Points.com, offer "4%" exclusively. In any form of merchant advertising, when you see "up to" in an offer, that indicates that a maximum amount is being shown. The maximum does not apply to all purchases. The "up to" was, and is, clearly shown in all of our offers of cash back for Points.com. Please see the Points.com store page here http://www.shopathome.com/points-coupons.html?w=points.com&sp=sli. The merchant reported your purchase under the Product/Category listed on our site as ""Buy Us Airways Divided Miles, Partner Miles, Share Miles Purchase through: Air France, Air France KLM, Alaska Air, Carlson, Choice, Hyatt, Hilton, IHG, JetBlue, Melia, Southwest, Spirit, Starwood, Virgin Atlantic, & Wyndham." We displayed 1% cash back on this Product/Category. The maximum of 4% cash back was offered exclusively on the Product/Category of "Buy Miles, Gift Miles & Share Miles Purchases." Regarding the amount of the purchase, the merchant reported your order amount as $675. Please note per our terms and conditions http://www.shopathome.com/sahpages/terms-and-conditions.aspx#1 under section 1. Terms and Definitions, under Qualified Purchases, it states "The Qualified Purchase amount is calculated by the Affiliate Store after all discounts, and does not include taxes, shipping charges, or other fees." Therefore, your order was properly credited with $6.75 cash back in accordance with the cash back amount of 1% as offered for the Product/Category of your purchase. Please refer to our terms and conditions http://www.shopathome.com/sahpages/terms-and-conditions.aspx#2 under section 2. Provisions of the ShopAtHome.com Program, in section a. where we state "Cash Back Rewards are available only on Qualified Purchases, and are subject to these Terms and Conditions. The amount of Cash Back Rewards may vary depending on the page or media by which you make the Qualified Purchase. It is the Member's responsibility to check the Cash Back guidelines on the Site for each purchase." We apologize that our courtesy credit of 500 ShopGold rewards is not satisfactory. Unfortunately, we are not able to meet all customer demands. Thank you, ******* ******, Sr. Manager Final Consumer Response /* (4200, 15, 2015/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bait & Switch.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My name is ****** ****, I made lots of online purchase on *********** through ************** in November 2013, which is a cashback website, on their ads, those purchases are promised 5% cashback! Several days later, I found those cashback were available when I login to my account.Then I try to redeem those cash back which is worth about $10,000, but ********** only mail me a $6,000 check and refuse to redeem the remaining, they explain since i register more than one account on their website. They do get those cashback from *********** but refuse to pay me. I try to appeal with them, no response at all.Please let them know my concern, thanks a lot!

Desired Settlement: DesiredSettlementID: Refund Pay me the remaining cashback.

Business Response: Initial Business Response /* (1000, 5, 2015/03/23) */ Hi ******, Thank you for contacting us through the BBB. ShopAtHome.com has responded to your multiple inquiries from March and April 2014. Please note that you listed your name as ****** **** in these service tickets. Per our response to ticket XXXXX on 2/24/14, we made a one-time exception and released the cash back purchases in your *******@gmail.com account. However, the invalid Tell-A-Friend bonuses were removed. We also advised that we would not be paying cash back on any of the purchases made using an invalid duplicate account. Because those accounts were set up in violation of our terms and conditions and in abuse of our Tell-A-Friend program, those purchases are not eligible for cash back. We responded to service ticket XXXXX on 4/17/14, addressing your dispute of our decision not to pay cash back on your invalid accounts. Per our response, based on the ShopAtHome.com terms and conditions, your duplicate accounts have been confirmed invalid. ShopAtHome.com will not be paying out any cash back rewards associated with the invalid accounts set up using self-referrals through our Tell-A-Friend program. Please refer to our terms and conditions, section 7. Member Obligations under sub-sections a and d: a. Compliance with Member Terms and Conditions. Membership with ShopAtHome.com is subject to the Terms and Conditions. ShopAtHome.com reserves the right to terminate your membership for failure to comply with the Terms and Conditions, any fraud or abuse relating to the accrual of Cash Back Rewards and Site Rewards, misrepresentation of any information provided to ShopAtHome.com or its Affiliate Stores or any other reason deemed appropriate in ShopAtHome.com's sole and exclusive discretion. d. Acceptable Use. You may maintain only a single Member account in the program at any given time. Any duplicate accounts are subject to cancellation and the loss of Cash Back Rewards, Site Rewards or any other credits. ShopAtHome.com identified 50 invalid accounts. ShopAtHome.com made an exception by allowing you to maintain one account (*******@gmail.com), and we have paid the earned cash back rewards on that account. We will not be making any further exceptions and we will not be paying cash back on purchases made through your invalid, duplicate accounts. Many thanks, ******* ******, Sr. Manager Initial Consumer Rebuttal /* (3000, 7, 2015/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shopathome do get those cashback from *******.com which is 10% of my purchase value! it is not reasonable they didn't pay me my 5%, if I violate the tell a friend policy, they can only refuse to pay the $5 bonus, not the cashback from *******. Final Business Response /* (4000, 17, 2015/05/11) */ Mr. ****, As previously stated in our numerous communications to you over more than 12 months, our terms and conditions state the following: Section 7. Member Obligations under sub-sections a and d: a. Compliance with Member Terms and Conditions. Membership with ShopAtHome.com is subject to the Terms and Conditions. ShopAtHome.com reserves the right to terminate your membership for failure to comply with the Terms and Conditions, any fraud or abuse relating to the accrual of Cash Back Rewards and Site Rewards, misrepresentation of any information provided to ShopAtHome.com or its Affiliate Stores or any other reason deemed appropriate in ShopAtHome.com's sole and exclusive discretion. d. Acceptable Use. You may maintain only a single Member account in the program at any given time. Any duplicate accounts are subject to cancellation and the loss of Cash Back Rewards, Site Rewards or any other credits. You created 50 duplicate accounts through invalid Tell-A-Friend referrals in an effort to receive unearned and invalid site rewards from ShopAtHome.com. This was an abuse relating to the accrual of Site Rewards and misrepresentation of information provided to ShopAtHome.com. Your expectation that ShopAtHome.com will offer any further payments considering the abuse of our site rewards and failure to comply with our terms and conditions is unreasonable. The payment made on your initial account was an exception that ShopAtHome.com was not required to make. ShopAtHome.com will make no further payments to you, as the accounts you set up through invalid Tell-A-Friend referrals are ineligible. We will also provide no further communication to you regarding this issue, as we have provided multiple responses with the specific details as to why you are not eligible to receive any further payments. Thank you, ******* ****** Sr. Manager Final Consumer Response /* (4200, 19, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response and insist my opinion.

6/23/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I tried to search for Just for Men coupons and up pops the Shop At Home page with a toolbar that cannot be removed. Clogging up my computer! see complaint summary

Desired Settlement: remove this unwanted toolbar from my computer.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ Hi ******, Thank you for contacting us through the BBB. We checked our ticketing system and did not find that an inquiry had been submitted to us for assistance. The ShopAtHome.com browser app is a voluntary download that is installed by the computer user. Our records show that you installed the browser app after completing a survey through Bizrate on 7/6/14. For more information about the benefits of the ShopAtHome.com browser app, please click here: http://www.shopathome.com/toolbar-info#benefits. We apologize, but we are unable to remove the browser app on your behalf, as we do not have access to your computer. We show you have the browser app installed in a Firefox browser. Therefore, please follow the uninstall instructions for Firefox listed on our website at: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx. If you are using the newest version of Firefox, click the Control key+shift+A to access the Add-ons Manager tab. If you are using a MAC, the Control key is your "Apple" key. Be sure to restart your computer upon completion of the uninstall instructions. Please be sure to select "Remove" and not "Disable" when following the instructions. Disabling will not remove the browser app from your computer. Please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ShopAtHome.com Browser App, and we strongly advise against using these programs to remove our Browser App. If you have any additional questions or require any further assistance, please contact our customer service team here: https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to help. Thank you, ******* ****** Sr. Manager

6/22/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: stole my infor w/o consent I googled my grocery store, and they asked if I wanted to sign up for weekly fliers, halfway through I realized it was a scam . . .they tried to LOOK like my store . . .I deleted line by line my info then closed the browser never clicking that I agree or clicking to continue. I sent them an email but they said it could take up to 5 days. In that timeline they will do ANYTHING they want with my information. I never agreed to anything. I want them to cease immediately and provide all entities they have shared my information with

Desired Settlement: a letter of apology and a list with contact information to ALL and EVERY source they shared my identity with.

Business Response: Initial Business Response /* ****** ** *********** */ *********, Thank you for sharing your concern; we take customer complaints seriously. We are writing to extend our apologies that you were unhappy with your experience, and to confirm that your email has been unsubscribed. With respect to your question about data sharing, we refer you to the section in our privacy policy about our business partners: We will share information with our business partners. This includes sharing for marketing or advertising purposes. For example, we will share information with Affiliate Stores to process orders or understand preferences. Or we might share information that third parties can use to serve you with ads they think you will like. This could include sharing with our partners what ads you look at. Third parties may use information for their own marketing or advertising purposes. In this instance, our records show that you did click to download the browser app. This is the only way that we would have gotten your email address. When you did this, a hashed version of your email would have gone to two of our partners, LiveRamp and Solve Media. Their privacy policies are available here: http://liveramp.com/privacy/ and http://solvemedia.com/privacy_info.html. They assist many companies with online advertising services, and you can exercise your choices about these ads at www.aboutads.info. Please let me know if you have any additional questions. Very kind regards, ******* ******, Sr. Manager ShopAtHome.com

4/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: log-in assistance (password) I have requested many times for log-in/password *********** The response is that it has been sent. I have checked my spam folder and it is not there either. There is no telephone number to call.

Desired Settlement: I want to change my password ** that I may access my money back.

Business Response: Initial Business Response /* ****** ** *********** */ Hi *****, Thank you for contacting us through the BBB. We apologize that you have not been able to access to your account and are happy to help. We checked our customer service management system and did not find that you have contacted us for assistance. Please note on every page of our web site, in the bottom footer, you will find a link to our contact us page. When you select "other" from the drop down box, you can submit a request for any assistance you may need. Please click the link below to reset your ShopAtHome.com account password. Please be sure that you have www.shopathome.com as a safe sender. You may find that our password ***** emails or other emails are being filtered by your junk mail settings. This link is unique to your account: https://secure.shopathome.com/passwordhelp.aspx?ci=D4FXXXXX-XXXX-XF77-BAAB-53CADDA5726E. Please let us know if you have any questions. We are always happy to help! Kind regards, ******* ****** Sr. Manager Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) I was finally able to change my password ***** given a link from the company. HOWEVER, I lost a LOT of money this past Christmas season as the site said I was logged in when I went to it to do online shopping. NONE of those purchases are showing up when I look into my account. I will be very careful from now on when I shop here or I will shop through other cash back sites. There should be a customer service phone number to call. I tried many times to reach the company through their "Contact Us" link without avail.

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I ordered tmobile wireless via ********** ******** ***** online link which was qualified for *** credit. However, ******* didn't fulfill the payment. **** ****** ** ********** I ordered tmobile wireless service online throught ********** (website of ******* ***** link which was qualified for *** rebate. I ordered a new wireless plan **** per month plan), and at the last step it popped out a message asking me to call tmobile to complete the order. Then I called ******* and answered some security questions to complete the order (Tmobile order # XXXXXXXXXX). After I received the ******* SIM card package, and on ****** I activated the service and the phone number is XXX-XXX-XXXX. Moreover, I had shopathome tracking back # XXXXXXXXXX clearly showing I clicked the tmobile link through shopathome website. However, the *** credit has never showed up in my account. Therefore, I contacted ********** 5 times by emails in *** and ******** and explained the details of the order process. But, ******* **** still denied the payment claiming tmobile record showing it was not purchased through shopathome. As a customer, I did what I can do (clicked the link from their website, initiated the online order, following online order instruction to call to complete the order, and activated the service). And more important, I have the evidence of the click tracking # XXXXXXXXXX in my account with *********** Even with this, ******* still declined the fulfillment. Please help to resolve this dispute. Thanks a lot! *** **

Desired Settlement: Honor the *** credit as promised on website.

Business Response: Initial Business Response /* (1000, 5, 2015/03/06) */ Hi ***, Thank you for contacting us through the BBB. We are happy to address your concerns once again regarding what transpired with your ******** purchase. In response to your missing cash back inquiry for your ******** purchase, ShopAtHome.com requested a copy of the order receipt to verify the details of the purchase. You responded on 6/5/14 that you had to call ******** on the phone to activate service. We advised you in our response on 6/5/14 that "generally, if you engage with a store directly, they will not credit us with the order." However, upon receiving your receipt copy, we agreed to research the order with ******** to see if we could get the order credited. Please refer to our terms and conditions 2. Provisions of the ShopAtHome.com Program, e. Missing Transaction Credits: "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards." As you are aware, ******** declined to credit your order to ShopAtHome.com, as "they did not consider the service activation an online purchase." Unfortunately, ShopAtHome.com is not credited by merchants when an order is not completed onlinefor any reason. We state this information in both our terms and conditions under "Qualified Purchases" and in our FAQs under "Reasons why you will not earn ShopAtHome.com Cash Back": Under Qualified Purchases (terms and conditions): d. A purchase ceases to be a Qualified Purchase if the purchase is returned to or exchanged by the Affiliate Store, if the Affiliate Store alters the terms or conditions of the purchase, the Cash Back Guidelines for the Affiliate Store posted on the Site are not met, if the Member interacts directly with the Merchant (such as via livechat or phone call during or after the order process). Under "Reasons why you will not earn ShopAtHome.com Cash Back" (FAQs): 7. "You contact the merchant to change an order in any way, even when correcting a merchant mistake on a purchase. This includes, but is not limited to, order cancellation, order exchange, billing changes, etc. We understand your disappointment in the outcome of this case, and we regret that we were unable to get this order credited to us by ********* However, based on our terms and conditions, ShopAtHome.com will not be providing a cash back reward for this order, as the order does not qualify. Very kind regards, ******* ****** Sr. Manager ShopAtHome.com Initial Consumer Rebuttal /* (3000, 7, 2015/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB agent, Thanks for taking care this matter and forwarding business's response. However, their response doesn't make any sense. I clearly have the click history tracking #XXXXXXXXXX in my ShopAtHome account showing I navigated to *********** from their website, and that was all a customer supposed to do. I have no control and no idea how ShopAtHome and its contracted merchant - ******* handled my order. Following ShopAtHome logic, no matter what evidence customer provides, they can decline every single payment and not fulfill anything. Please review the case and advise. Thanks a lot! **** Final Business Response /* (4000, 9, 2015/03/11) */ Dear Mr. **, While a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick. We have extensive details on how to make a qualified purchase in both our terms and conditions and our FAQs. Clicking from our site is not the only requirement to qualify for cash back. We have explained, in great detail, why your purchase did not qualify for cash back. Again, please refer to the sequence of events below that transpired with your order, and the specific details in our terms and conditions and FAQs that address why, in this situation, your order does not qualify for cash back We advised you prior to receiving a copy of your receipt that "generally, if you engage with a store directly, they will not credit us with the order." We did; however, agree to research the order with ******** to see if we could get them to make an exception and credit the order. As we have advised multiple times previously, ******** declined to credit this order to ShopAtHome.com, as they "did not consider the service activation an online purchase." We again ask that you review our terms and conditions 2. Provisions of the ShopAtHome.com Program, e. Missing Transaction Credits: "When Qualified Purchases are credited to ShopAtHome.com, our systems automatically apply the cash back to the Member's account. If a Member has made a purchase, but cash back has not been credited, it means that ShopAtHome.com has not received credit from the Merchant. As a courtesy to our Members when they bring such a situation to our attention, we attempt to research with the Merchant as to why that purchase did not result in a credit to ShopAtHome.com. In such instances, sometimes the Merchant makes an adjustment. When the merchant makes an adjustment and credits ShopAtHome.com for the order, ShopAtHome.com will credit the Member's account with the Cash Back Rewards." Under Qualified Purchases (terms and conditions): d. A purchase ceases to be a Qualified Purchase if the purchase is returned to or exchanged by the Affiliate Store, if the Affiliate Store alters the terms or conditions of the purchase, the Cash Back Guidelines for the Affiliate Store posted on the Site are not met, if the Member interacts directly with the Merchant (such as via livechat or phone call during or after the order process). e. Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase. Under "Reasons why you will not earn ShopAtHome.com Cash Back" (FAQs): 7. "You contact the merchant to change an order in any way, even when correcting a merchant mistake on a purchase. This includes, but is not limited to, order cancellation, order exchange, billing changes, etc. Under 2. Provisions of the ShopAtHome.com Program: Determination of whether or not a purchase made at an Affiliate Store is Qualified Purchase is at the sole and absolute discretion of ShopAtHome.com. For Qualified Purchases that cease to be Qualified Purchases, Members will not receive Cash Back Rewards for such purchase. Again, while we appreciate your disappointment in not earning cash back on this purchase, ShopAtHome.com has provided exhaustive research and communication to attempt to resolve this issue in your favor. Regretfully, we were unable to get the order credited by ******** and; therefore, will not be offering cash back on this order. Very kind regards, ******* ****** Sr. Manager ShopAtHome.com Final Consumer Response /* (4200, 11, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear BBB agent, Thanks a lot for forwarding the business response to me. I am completely dissatisfied with ShopAtHome's response. As a customer. I did what I need to do: click the link at shopathome, place online order, followed instruction to complete order (called ******e for secure check, since it is a monthly plan need credit check), and activated the service. In this case, apparently, at some point, my order was mishandled either by ShopAtHome or ******* which is totally out my control. Another important logic is: I knew there was a $50 credit through ShopAtHome, there is no any reason that I placed the order without the rebate. As a summary, I have done what I need to do as a customer and ShopAtHome failed to fulfill the credit. Thanks a lot! ***

3/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 1/21/2015 I have shown proof that I ordered a watch from the WorldofWatches.com website via a receipt to ShopAtHome and they will not reward me. 1/21/2015 Hello, On 1/XXXXX, I clicked on the blue buttons from the ShopAtHOme website, but as today none of them work except the very top link "view with rewards" selector. I clicked on this hyperlink (1/8/2015) and entered the WorldofWatches.com website. Within the next 10 seconds, I purchased the Lucien Piccard Gold watch with the application of the WorldofWatches's coupon. This coupon is also on the ShopAtHome website, but could not be chosen because only one selector works on the ShopAtHome website. I have emailed ShopAtHome and they have numerous excuses, which none of them apply to what really happened. They have stated that nothing is wrong with their website; yet, I now can no longer sign on to the site. I have tried 10 times to log on that I know of. ShopAtHome refuses to unlock my account. The ShopAtHome website was not allowing me to stay logged in when I did have access to it earlier on 1/21/2015; which is the tracer that they now can see. ShopAtHome states that the only tracker that they notice is on 1/21/2015. This is because before they shut me out, I tried for the first time to reuse this site to prove that the selectors do not work. The only link that did and does work is the one that I used on 1/8/2015 (view with rewards). I feel that by locking me out, this adds to the dubious nature of ShopAthome's actions. ShopAtHome knows that they are wrong and are trying to hide this fact by locking me out of my account and making excuses for their ways. Regards, ***** **********

Desired Settlement: 1/21/2015 Hello, I need for my account to accessible, functional, and the reward for the purchase on 1/82/15 to be applied to my ShopAtHome online account. Regards, ***** **********

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ *****, Thank you for contacting us through the BBB. We hope to provide a detailed explanation of what occurred with your 1/8/15 World of Watches purchase and your account login. Let us first address your account accessibility. ShopAtHome.com does not block members from accessing an active, valid account. Your account is active and valid. You can access your account by visiting www.shopathome.com, clicking "login" and entering your credentials. Please be sure that if you save a shortcut to our site in your browser, please bookmark our home page at www.shopathome.com, as other pages may change. It is not entirely clear, but it appears that you also have a concern about not being able to click on a coupon on the ShopAtHome.com website. Please note that when you click on a coupon, you are directed to the store's web site. The coupon codes will appear in a pop up window so that you can copy and paste from there. If you return to the store page on our site after you've clicked on a coupon, you will see the coupon codes displayed where it previously showed a "Get Deal" button. This allows you to copy the codes so that you can paste them into your cart at checkout. Once you reveal the coupon codes, you can click the "Visit Site" button at the top of the page to go to the merchant's web site. You can also click on the store name in the upper left of the page or on the hyperlinked text at the top of the page that shows, for example, "Visit World of Watches with Rewards." Since our last correspondence on 1/21/14, you have successfully logged into your account, and track backs have been recorded on 1/26, 1/27 and 1/30. (A track back number is your confirmation that you clicked through your ShopAtHome.com account to a merchant web site. Track backs are automatically recorded to your account upon outclick.) Additionally, you have received cash back rewards for purchases made on those date. As to the issue of crediting your account with cash back for your purchase on 1/8/15 from World of Watches, the answer is that World of Watches did not credit ShopAtHome.com for referring the order to their web site, therefore this was not a Qualified Purchase. We have reviewed your account activity on 1/8/15 in detail. Our logs recorded that on 1/8/15 you successfully logged into your ShopAtHome.com account and you navigated to the World of Watches store page on our site. However, there is no record of you clicking from the World of Watches store page on our site to their web site. Our logs recorded that you navigated from the World of Watches page on our site to your My Cash Back History page. From there, you navigated to other pages on the ShopAtHome.com site, including your My Track Backs, My ShopGold, Contact Us, and our FAQs. The logs did not record any outclicks from your ShopAtHome.com account to any stores on 1/8/15. Per our communication to you in response to customer service ticket XXXXXX, there are no track backs in your ShopAtHome.com account to any sites on 1/8/15. There is also no record in our system logs of any outclicks occurring during your 1/8/15 session. Since our last email exchange on 1/21/15, we have reached out to World of Watches to request that they research their records for your order and advise how the order was tracked to their site. They have responded that the sale was referred to their site by another publisher. We asked if they would provide us with the name of the credited publisher. However, they responded that they cannot share specific details on what publisher was created with the sale due to privacy concerns. They did; however, advise that the other publisher was a coupon site. Per our terms and conditions, Section 1. Terms and Definitions, Qualified Purchases, e. "Any time a purchase is not credited to ShopAtHome.com by the Affiliate Store, it is not a Qualified Purchase." Since this purchase was credited to another publisher, and not to ShopAtHome.com, the purchase was not a Qualified Purchase, and is not eligible for cash back. We understand your disappointment with the outcome of this situation; however, ShopAtHome.com does not owe a cash back reward on your 1/8/15 World of Watches purchase. We believe we have provided comprehensive and adequate information regarding this issue and will therefore be closing service ticket XXXXXX without further action or response. We ensure that all ShopAtHome.com member accounts are managed professionally and in compliance with our terms and conditions. However, we recognize our site may not be right for everyone. The follow up emails you submitted to our customer service department have been inflammatory, offensive and littered with abusive language. Please understand that should you decide to continue shopping using your ShopAtHome.com account, we will not respond to future emails of a similar nature. Very kind regards, ******* ****** Sr. Manager ShopAtHome.com Initial Consumer Rebuttal /* (3000, 7, 2015/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2/9/2015 Hello, I have shown more than enough proof that the purchase was made, the amount, date and item. ShopAtHome has in the past denied purchases and rewards to myself and its users, and I am sure that this situation is another of them. I have had to prove in the past about purchases, and have had my online account with ShopAtHome credited and removed and recredited. I have read about other user's complaints and they are very similar to the ones that I have experienced with ShopAtHome. I still require the Watches of the World 's reward to be added to my Cash Back reward. I know that I clicked on the blue button and the World Of Watches' site appeared and was used to make the purchase. The inability to acknowledge your faults and make appropriate corrections shows your integrity and business ethics. Now, that I know about your intentions and methodologies, I feel that I should let everyone know about your company. Regards, ***** ********** Final Business Response /* (4000, 9, 2015/02/18) */ Thank you for your response. ShopAtHome.com has provided thorough and extensive details relative to your account and your 1/8/15 World of Watches purchase. Your account has not been blocked and has recorded multiple track backs and purchases without issue, both before 1/8/15 and after. The issue is not whether you made a purchase with World of Watches on 1/8/15. The issue is that there is no record of you coming through ShopAtHome.com before making the purchase. There have been no issues with recording valid clicks from your account to merchant sites, as evidenced by the multiple track backs recorded in January (1/2, 1/10, 1/12, 1/21, 1/26, 1/27 and 1/30). Your clicks from our site are being properly recorded without failure. Again, we have reviewed our detailed logs for your account activity on 1/8/15. On 1/8/15, you successfully logged into your ShopAtHome.com account and you navigated to the World of Watches store page on our site. However, there is no record of you clicking from the World of Watches store page on our site to their web site. Our logs recorded that you navigated from the World of Watches page on our site to your My Cash Back History page. From there, you navigated to other pages on the ShopAtHome.com site, including your My Track Backs, My ShopGold, Contact Us, and our FAQs. The logs did not record any clicks from your ShopAtHome.com account to any stores on 1/8/15, and specifically not to World of Watches. In addition, World of Watches has researched your 1/8/15 purchase and has advised that your 1/8/15 order was referred to their site through another coupon sitea competitor of ShopAtHome.com. Therefore, even if there were a valid track back on 1/8/15, this order would be ineligible for cash back. We do not offer cash back when a competitor is credited by a merchant for referring a purchase. ShopAtHome.com makes every effort to provide exceptional customer service, and this case is no exception. We have accurately and completely responded to each of your inquiries and BBB complaints. However, in accordance with our terms and conditions, ShopAtHome.com will not be crediting a cash back reward for your 1/8/15 World of Watches purchase, as the order does not qualify. We understand that you are dissatisfied with the outcome of this case. Unfortunately, there are instances where the facts of what transpire with a customer purchase prevent an order from qualifying for cash back. While we realize this is upsetting to you and to other ShopAtHome.com customers when it occurs, we simply are not able to meet all customer demands. In this case, due to the fact there is no recorded track back on 1/8/15, and that the order was credited to a ShopAtHome.com competitor, it is an unreasonable expectation that ShopAtHome.com offer cash back on your 1/8/15 order. Very kind regards, ******* ****** Sr. Manager ShopAtHome.com

2/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I didn't sign up for their service and their website won't let me unsubscribe even though I hit the link multiple times. It's a controlling and invasive site that I didn't sign up for but they signed me up and won't le me unsubscribe.

Desired Settlement: Allow me to unsubscribe and don't use my info or try to control my website usage.

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ Hi ****, Thank you for contacting us through the BBB. We checked our ticketing system and did not find that an inquiry had been submitted to us for assistance. The ShopAtHome.com browser app is a voluntary download that is installed by the computer user. Our records show that you installed the browser app after coming to our site through a search for Whole Foods market. For more information about the benefits of the ShopAtHome.com toolbar browser app, please click here: http://www.shopathome.com/toolbar-info#benefits. If you decide that the browser app is still not right for you, we've made it easy to remove it from your computer. Please note we show you have our browser app installed in a Chrome browser. Therefore, please follow the uninstall instructions for Chrome listed on our website at: http://www.shopathome.com/sahpages/removechromebac.aspx. Be sure to restart your computer upon completion of the uninstall instructions. If you still see ShopAtHome.com in your control panel, please uninstall from control panel. If you have any additional questions or require any further assistance, please contact our customer service team here: https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to help. Thank you, ******* ****** Sr. Manager

1/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Not receiven cash back on a purchase without reason I made a purchase from *********** I went through shopathome.com to get my cash back I could go to other site but I did not and I spent 1107.00 dollars and made the math that I would get about $40 cash back I did all What I supposed to do to earn that cash back. Because it was two airline tickets I had to wait for the cash back until I used the tickets and wait 30 days more I did wait that period of time but I did not get anything so I had to contact customer service and they ask me to wait and they said they will contact me. After that they sent me an email telling me I had cash, and yes but it was not the $40 I was expecting it was $1 I tought it was a joke. But not they gave only $1 because they said *********** only give them $1 for completed transactions. So what happens with the 110% guaranty that shopathome.com offers??? And why advertise cash back if they dont want to give any?? And they say they have a policy but I did not find anything that says that they will give you only $1 dollar for transactions? And why with other purchases they dont do this same thing only with this large purchase??

Desired Settlement: I only want my cash back at least the $40 dollar I was expecting

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Hi ****, Thank you for contacting us through the BBB. Per our email sent to you on 1/8/15, on the date of your ******* airline purchase (9/27/14), ShopAtHome.com offered "up to 6%" cash back on ******* purchases. Per the Cash Back Guidelines, we offered $1.00 per transaction on Concluded ******* Airline purchases. Cash back is based on the Cash Back Guidelines and Product/Category list provided on the merchant store pages of our site. On the date of your purchase, the ******* Cash Back Guidelines were listed as follows: "You get cash back rewards only on purchases as outlined under Cash Back Tiers. Cash back is reported after travel is completed. Cash back on airline purchases is per transaction, not per ticket. You do not get cash back rewards on car rentals over $5,000.00. No cash back on Groupon Getaways. Cash Back Tiers Concluded ******* Cruise - $25.00 Concluded ******* Airline - $1.00 Concluded ESR Merchant Hotel - 4.00% Concluded ******* Package - 2.00% Concluded ******* Activities - 3.00% Concluded ******* Car, Concluded ******* Hotel - 1.00%" As you purchased airline tickets, your purchase qualified for $1 cash back. Please note per our terms and conditions, "The amount of Cash Back Rewards may vary depending on the page or media by which you make the Qualified Purchase. It is the Member's responsibility to check the Cash Back guidelines on the Site for each purchase." The 110% Guaranteed Cash Back program applies when you notify us of a competitor's higher cash back offer by using the 110% Guaranteed Cash Back form. If the competitor is verified to offer a higher rate, you would receive 110% of their rate on purchases made within 48 hours of notifying ShopAtHome.com of the higher rate. You did not submit a 110% Guaranteed Cash Back form noting a higher rate offered by a competitor. Therefore, the 110% Guaranteed Cash Back does not apply. For additional details about our 110% Guaranteed Cash Back program, please visit: http://www.shopathome.com/top-cash-back-guarantee.aspx. We apologize for the confusion and hope this clarifies how cash back is paid. ShopAtHome.com has properly credited the cash back reward amount offered for your 9/27/14 purchase. Please be sure to review our terms and conditions and cash back guidelines for additional details on how cash back is paid. If you have any further questions, please contact our customer service department here: https://secure.shopathome.com/sahpages/contact.aspx. Kind regards, ******* ****** Sr. Manager Initial Consumer Rebuttal /* (2000, 7, 2015/01/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ALL I WANT IS TO UNSUBSCRIBE FROM THIS COMPANY!!!! I HAVE UNSUBSCRIBED FROM THEM 3 TIMES AND THEY WILL NOT TAKE ME OFF OF THIER LIST!!! I JUST DID ABOVE. THE COMPANY SAYS IT TAKES 3 DAY WELL I HAVE BEEN TRYING FOR 3 MONTHS!!!

Desired Settlement: NA

Business Response: Initial Business Response /* (1000, 5, 2014/12/24) */ Hi *****, Thank you for contacting us through the BBB. Our records show that you have successfully unsubscribed from all ShopAtHome.com email lists. However, we do show that you have our browser app installed in the Firefox browser on your computer. If you wish to remove the Browser App from your computer, please follow the uninstall instructions for Firefox listed on our website at: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx. If you are using the newest version of Firefox, click the Control key+shift+A to access the Add-ons Manager tab. If you are using a MAC, the Control key is your "Apple" key. Be sure to restart your computer upon completion of the uninstall instructions. If you require any additional assistance, please email our customer service team at *******@shopathome.com and we will be happy to help. Many thanks and Happy Holidays! ******* ******, Sr. Manager

12/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was to receive a 6% rebate from ShopAtHome.com on Priceline.com "Name Your Own Price" but I'm set to receive only 5% from ShopAtHome.com Below is my letter to ShopAtHome.com After two emails, they refuse to honor their advertised rebate. Included with the email to ShopAtHome.com below, was my receipt from Priceline.com that shows my "offer" (which means "Name Your Price") method of purchase. Re: 12/12/2014, 9:34:00 PM, Priceline.com, order# XXXXXXXXXXX, total: $546.00, Paying 2/28/2015 for $27.30 Hello: I booked a "Name Your Price Hotel" on Priceline (please see above for Shop at Home reference, and below for merchant's receipt). As stated on your website, I was to receive a 6% rebate (before taxes/fees), but was only credited for 5%. Thus, it should be $32.76 Thank you for your assistance. Sincerely, ** ***,

Desired Settlement: Total of 6% rebate, which equals $32.76 (not $27.30), which ShopAtHome.com is claiming. Id resolution is not satisfactory through BBB, I will file a complaint with California and Colorado Attorney General, and the Federal Trade Commission for consumer fraud.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ Hi Ed, Thank you for reaching out to us through the BBB. We apologize for the misunderstanding, and we have updated the cash back on your purchase to 6%. You should see the correction within 24 hours. If you have any questions, please respond to service ticket XXXXXX and we will be happy to help. Many kind regards, ******* ******, Sr. Manager Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (2000, 7, 2014/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Appreciate the resolution from Ms. ******, Sr. Mgr.; hoped I wouldn't had to use the invaluable and great services of the BBB to had resolved this matter.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Shopathome.com tool bar is on my computer and no sure why it is there but can't get rid of it and no phone number to call. Shopathome.com tool bar is on my computer and can't get it off. Unsubscribed but still there. No number to talk to any one. Also having some problems with my email. So not want this on my computer and it should not be so hard to remove it. Smells of a SCAM

Desired Settlement: Just want it off my computer before they give me a virus or steal information. Want off NOW

Business Response: Initial Business Response /* (1000, 5, 2014/12/02) */ Hi *****, Thank you for contacting us through the BBB. Our records show that on Wednesday, 11/26/14 you submitted a service request to us at 1:16pm MT for assistance in removing the ShopAtHome.com browser app. We responded with detailed instructions the same day at 1:18pm. We do not show that a response was received from you requesting additional assistance; therefore, ticket XXXXXX was closed. If you require any further assistance with removing the browser app from your Safari browser, you can find detailed instructions on our site here: http://www.shopathome.com/toolbar-info#benefits, or please respond to service ticket XXXXXX and our customer service team will be happy to help. Thank you and Happy Holidays! ******* ******, Sr. Manager ShopAtHome.com

10/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I used *************** cashback website, **************, and clicked through to make a purchase at ********. ********** is not honoring the cashback. On 6/18/14, I used *************** ("**") cashback website, ************** ("Website"), to make a purchase at ********. I simply went to the Website, clicked through to ******** and made my purchase. ** advertised that I would receive 4.4% cash back on my purchase total ($818.61), which came out to $36.02. However, after multiple attempts to resolve this with ** via email and phone, ** continues to deny the cashback and claims that I used "another affiliate advertiser or online publisher", despite the fact that I have a valid "track back" number demonstrating that I clicked through the Website. As I've tried to explain to ** multiple times, I simply went to the Website, clicked through to ********, and made my purchase. There was no other "affiliate advertiser or online publisher." I've asked ** several times to tell me who the alleged affiliate advertiser or online publisher was, but they keep saying they can't obtain this information from ******** for confidentiality reasons. I've been using the Website for several years and I know very well how to click through properly to get cash back. I did nothing different this time, but ** still will not pay out the cash back as advertised. For the record, there have actually been several instances where ** has not paid out my rightfully earned cash back, and I've had to take the initiative to file missing cash back claims. ** has a pattern of stating that they have no record of my transaction, only to find that there was a valid track back number for my transaction, which warranted cash back. How many times must a customer complain to get what is rightfully theirs? It has been very frustrating to deal with ** and to monitor my account with a fine-toothed comb to make sure ** is not doing anything deceptive or misleading. This is a textbook case of false advertising and consumer deception. ** really needs to honor this cash back - I've totally lost trust in the company.

Desired Settlement: As advertised,*** needs to pay out the 4.4% cash back on my purchase total ($818.61), which comes out to $36.02.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ Hi**** Thank you for contacting us through the ***. While a track back number confirms an outclick from our site, it does not confirm that a qualified purchase was made through that outclick. When you have a purchase for which you have not received cash back, it means that ************** has not received credit from the merchant. As a courtesy to our customers when they bring such a situation to our attention, we research the order with the merchant to determine why that purchase did not result in a credit to **************, and sometimes the merchant makes an adjustment. In this case; however, per our response on 7/30/14 to your missing cash back inquiry, the store's tracking records show that your order was referred to their site by another publisher and the store will not credit your purchase to **************. While ************** does provide an occasional courtesy credit when an order does not qualify for cash back, in reviewing your account, I see that we have provided previous courtesy credits for orders that were not tracked or paid to ************** by the stores. Please see our terms and conditions under Qualified Purchases, stating "any time a purchase is not credited to ************** by the Affiliate Store, it is not a Qualified Purchase." ************** has provided services as agreed upong in our terms and conditions. I apologize; however, we are not able to provide cash back on this purchase, as the purchase ceased to qualify when the merchant declined to credit us with the order. Please let us know if you have any further questions. Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I've stated several times before, there was no "other publisher" used in this transaction. I specifically clicked through the ************** site to make this purchase - I did not click through any other site. ************** continues to deny that they owe the customer cash back.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: ************ - they give me credit from *** but hardly ever from *** - I have spent a lot of money at both places. I contacted them several times. for the months of June and July I haven't been getting cash back from shopping at *** through ************. I have sent e-mails with the items listed and the order numbers. They say we will send you a ticket number and someone will process it. But this never happens. I just want them to research and give me the cask back from these items. I have logged on through them and proceeded to ***. If there is something wrong with the *** they should let me know and fix it.

Desired Settlement: I just want my cash back from************* for my purchases which is usually 6-8 percent of what the items are worth. I can send them all the info about the purchases, but they have never contacted me or let me know for the last two months what is going on. And you can't e-mail through you e-mail account you have to go through the website and never to hear from them again, Info goes in a deep dark hole. That is know way for the to treat a good customer. THANK YOU

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ ********** Thank you for contacting us through the BBB. We received two inquiries from you in February of this year; tickets ***** and *****. Both of these tickets were responded to within 24 hours. We apologize, but we have no record of any further inquiries. Our system automatically assigns a service ticket number when you submit an online form. Unfortunately, we have no record of any additional inquiries. Please email us at ********************** and include the details below for your missing purchases. We will be happy to research the orders with *** or any other stores to find out why your orders have not credited. Information required to research a missing purchase: Order Date (must be within 90 days in order to research with a store) Name of Store Order Number Order Amount Track Back Number Descriptions of items purchased For information on qualified purchases, please review our terms and conditions and our FAQs. We will watch for your email and respond with additional information. Please email us at ********************** with any further questions. Many kind regards, ************** Manager, Customer Service Initial Consumer Rebuttal /* (3000, 7, 2014/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They aren't telling the truth I e-mailed numerous times filling out their from. Each times I sent the info that their form calls for and each time there wasn't an answer. I even told them I thinking of quitting and join another club. I will send them the info again. Final Consumer Response /* (4200, 11, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the latest browser and I have sent them new info. Why does it work for *** purchases but not ***. It does say thank you for your info and a ticket number will be assigned to an agent and you will receive info. Their reply info can only list a few purchases, I have many and they won't fit on the form they need to contact me for the info, on ***. I can't keep spending time and wasting your time with this company. They need to contact me to get the information, This has never happened, If they can't contact for the info then I will have to leave S************ Final Business Response /* (4000, 18, 2014/08/20) */ Hi *********** Per our response to ticket******, we received your email with your *** purchase information. We created separate service tickets for each missing order, have researched each purchase and emailed the resolution to each order. Thank you again for sending us the email with the order details so that we could research and resolve this issue for you. If you have any further questions, please email us at **********************. Many kind regards, **************, Manager Customer Service

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm requesting a $1.52 credit to my account for the January 6, 2014 Staples.com purchase not credited by shopathome.com On January 6, 2014, I purchased some items on staples.com after clicking through shopathome.com's outclick to staples.com for a total of $34.84. Shopathome.com offers a 5% cashback for clicking through its outclick and then making a qualified purchase at an online retailer. The single purchase was split into three separate shipments by staples.com and shopathome.com only credited one of the shipment amount for $4.88 which I received $0.22. Shopathome.com cites that "Per the Staples Cash Back Guidelines, Cash back is only available on items added to your Staples shopping cart immediately following your outclick from ShopAtHome.com. Items added before an outclick from ShopAtHome.com or during another visit without going back through ShopAtHome.com are not eligible for Cash Back." I actually did two trackbacks for my staples purchase related to the staples purchase. 3734821030 Staples 1/6/2014 6:49 PM 3734808501 Staples 1/6/2014 6:42 PM Nonetheless, I am still owed $1.52 for my staples.com purchase which shopathome.com refuses to credit.

Desired Settlement: I'm requesting $1.52 credit to my shopathome.com account for the Staples purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/01/20) */ Hi **-***, Thank you for contacting us through the BBB. We have responded to your inquiry through our ticketing system regarding your Staples purchase. If you have any questions, please feel free to contact met at service@shopathome.com. Many kind regards, ************** Customer Service Manager ShopAtHome.com Consumer Response /* (-5, 10, 2014/06/19) */ Duplicate complaint filed: My shopathome.com account still has not been credited with the cashback for clicking thru shopathome.com and making a purchase at Lowes.com. On May 26, 2014, I made a purchase thru shopathome.com for Lowes.com for $335.63 and am waiting for the 2% cashback for clicking thru Lowes.com thru shop. I am seeking the 2% cashback for making the $335.36 purchase thru Lowes.com from shopathome.com. Consumer Response /* (3000, 12, 2014/06/23) */ My shopathome.com account still has not been credited with the cashback for clicking thru shopathome.com and making a purchase at Lowes.com. On May 26, 2014, I made a purchase thru shopathome.com for Lowes.com for $335.63 and am waiting for the 2% cashback for clicking thru Lowes.com thru shop. I am seeking the 2% cashback for making the $335.36 purchase thru Lowes.com from shopathome.com. Business Response /* (4000, 14, 2014/06/24) */ Hi ******, Thank you contacting us through the BBB. We received your missing cash back inquiry for this order on 6/6/14 and responded on 6/9/14 that we were researching the order with the store, as the store has not credited ShopAtHome.com with your purchase. Our inquiry to the store is still pending a response, and unfortunately, some stores can take 45 days or longer to respond to a missing order inquiry. We will continue to follow up with the store until they resolve our inquiry on your order. Please note purchases that are not credited to ShopAtHome.com by the store do not qualify for cash back rewards. If Lowe's agrees to credit ShopAtHome.com with your purchase, we will be sure your account is credited with the cash back. For more information on qualified purchases, please refer to our terms and conditions and our cash back FAQs. If you have any further questions regarding this inquiry, please respond to the service ticket you submitted for this purchase. Many kind regards, Annette Nueske, Manager

7/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Shop at home toolbar was installed on my computer and ever since I have had nothing but trouble with my surveys. This thing is costing me money. Every time I log onto certain surveys this toolbar pops up and messes up my survey. I can never start some surveys because of it and this is a waste of time and costing me money for not finishing the survey. Now I will have to pay to have this toolbar removed because I cannot find it in the programs to do it myself. I am on a fixed income and cannot afford to pay for this service.

Desired Settlement: Just to find a way to remove this toolbar from my computer. These are not the word I wanted to say but I am trying to be nice.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ Hi *******, Thank you for contacting us through the BBB. We are happy to help with uninstalling the ************** browser app from your computer. Our records show that you installed our browser app multiple times while either searching for a coupon or as part of a survey flow. We also show that you have the browser app installed in two different browsers; Internet Explorer and Chrome. Please follow the uninstall instructions listed on our website at: ************************************************. Please note that we have separate instructions for Internet Explorer and Chrome. Be sure to restart your computer upon completion of the uninstall instructions. Please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ************** Browser App, and we strongly advise against using these programs to remove our Browser App. If you have any questions or require any additional assistance, please contact our customer service department at **********************. We are always happy to help. Many kind regards, ******* ******, Manager Initial Consumer Rebuttal /* (2000, 7, 2014/07/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I discovered a remover and had the toolbar quartined. Complaint Response Date bumped because: Holiday

5/13/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My computer does not act correctly I initially enrolled in Shopping at home in order to get coupons, etc. At the time the tool bar also was installed on my computer. I then decided I did not want the tool bar and disabled it. I then decided that I did not want to be a part of shop at home at all and then canceled that membership. Since then I have not been able to go into the "pogo" site as usual because my computer keeps saying there are "DEP" issues. Since shopping at home comes up in the tool bar when I did not put it there, I feel they are somehow trying to force membership onto me.

Desired Settlement: I just want them to leave me alone. They do not need to track purchases that I make and keep flashing them on the screen as popups!!

Business Response: Initial Business Response /* (1000, 11, 2014/05/12) */ *****, Thank you for contacting us through the BBB. We searched our service ticketing system and did not locate a service request for you. You can always feel free to reach out to us by completing a service request form on our site here: https://secure.shopathome.com/sahpages/contact.aspx. We were not able to locate a ShopAtHome.com account under the email address ************************; therefore, we were not able to verify the status of our browser app on your computer. However, it sounds like you elected to "disable" the browser app instead of uninstall. Disabling the browser app will remove it from your toolbar view; however, it will not uninstall the software and remove all functionality. You will need to complete the uninstall process for the browser type you are using. We have detailed instructions listed on our site at: http://www.shopathome.com/toolbar-info#uninstall. Please be sure that you follow the appropriate instructions for the browser you are running, as the instructions are different for Internet Explorer, Firefox, and Chrome. Also be sure to restart your computer upon completion of the removal instructions. Please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ShopAtHome.com Browser App, and we strongly advise against using these programs to remove our Browser App. If you have require any further assistance uninstalling the browser app from your computer, please contact us here https://secure.shopathome.com/sahpages/contact.aspx or email us at service@shopathome.com and provide the email address used to sign up at ShopAtHome.com. We will be more than happy to look up your account and provide any additional assistance required to help remove the browser app from your computer. Thank you, **************, Manager Initial Consumer Rebuttal /* (2000, 13, 2014/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just want to DELETE a tool bar they (shopathome.com) put on my computer...I have tried unsuccessful many times.... It is spam at its best....I try t I just want to DELETE a tool bar they (shopathome.com) put on my computer...I have tried unsuccessful many times.... It is spam at its best....4/19/14

Desired Settlement: No settlement, just take a toolbar off my cpu **********

Business Response: Initial Business Response /* (1000, 5, 2014/04/24) */ Thank you for contacting us through the BBB. We emailed you on 4/21/14 with instructions on how to remove the ShopAtHome.com toolbar browser app. Unfortunately, the email address listed in your inquiry form was off by a letter, which prevented our email from reaching you. Fortunately, we were able to get your correct email address from your BBB inquiry and we resent the instructions on how to remove the ShopAtHome.com toolbar browser app on 4/23/14. Please do not hesitate to contact us at service@shopathome.com if you have any further questions or require any further assistance. Many kind regards, **************, Manager Customer Service

5/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cash Back was advertised and now they are doing everything they can to withhold that cash back I used the shopathome.com website to purchase a ehamrony first time membership for $119. Shopathome was advertising that they would give 50% cash back for this memebership purchase. I went through the shopathome.com website on March 17 and did everything I was supposed to do. I have since contaced shopathome.com via email and they have given me the run around that it can take 30-45 days for eharmony to report my purchase. They asked me the forward my receipt of purchase which I did, they said they would look into it. Since then I have followed up and they just keep replying we will look into it, I have not be credited for my cash back I am expecting approx. $59 in cash back. I used shopathome.com just becasue of this cash back discount.

Desired Settlement: I want the 50% cash back that was offered on the website. I paid $119.85 total, so I want $59.92 back via a check mailed to me. I don't want to have to hunt down this money.

Business Response: Initial Business Response /* (1000, 5, 2014/04/23) */ Hi *******, Thank you for contacting us through the BBB. Please at 8:42am, advising that the store has resolved the issue and credited your order to ShopAtHome.com. We have honored the 50% cash back and credited your account. We share your frustration that merchants can take so long to resolve missing order inquiries. Unfortunately, we are at their mercy in this regard. We follow up weekly on missing orders to try and get things resolved as quickly as possible. We apologize for the inconvenience. Please let me know if you have any questions. Many kind regards, ******* ******, Manager Customer Service

3/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have asked via e-mail to be removed from their mailing list. I have submitted my request to be three time onsite. My next call will be to the Oklahoma Corporation Commissioner ***********

Desired Settlement: Remove me from their list.

Business Response: Initial Business Response /* (1000, 5, 2014/03/05) */ Thank you for contacting us through the BBB. We received your request to unsubscribe from ShopAtHome.com email lists on 2/5/14. We processed your request the same day and responded that it may take 3-5 business days for the change to go into effect and remove your email from all of the ShopAtHome.com email lists. Please check the source of the emails you are receiving. If they are still showing that they are coming from ShopAtHome.com, please contact us immediately at and we will resolve the issue for you. If they are coming from a source other than ShopAtHome.com, please contact that source and request to be unsubscribed. We did find; however, that you have downloaded the ShopAtHome.com toolbar browser app on 2/2/14. Our records show that you came to our site via a Google Search for "Academy Sports Coupon" and then downloaded our toolbar browser app. For more information about the benefits of the ShopAtHome.com toolbar browser app, please click here: http://www.shopathome.com/toolbar-info#benefits. If you decide that the toolbar browser app is not right for you, we've made it easy to remove it from your computer. Please follow the uninstall instructions for Firefox listed on our website at: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx. Be sure to restart your computer upon completion of the uninstall instructions. We apologize, but we do not have access to your computer; therefore, we are not able to remove the toolbar on your behalf. *Please be sure you follow the Firefox specific instructions, as they are different than the instructions for Internet Explorer and Chrome. Also, please note that third party spyware removal programs, such as Norton or McAfee, do not completely remove the ShopAtHome.com Browser App, and we strongly advise against using these programs to remove our Browser App. Please let us know if you have any questions. We are always happy to help! ************** Customer Service Manager ShopAtHome.com **********************

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Followed the company's procedures for purchasing a product to get cash back, but was denied for false purposes with poor customer service. To whom it may concern, On February 9, 2014 I purchased a pair of running shows from ******************** but in doing so I used the cash back service company Shopathome.com who gives customer's cash back by linking their purchase through their website first. On the 19th I proceeded with my purchase by FIRST, going to shopathome.com, I then linked to ******************** through their website, and then proceeded to make my purchase. Subsequently a week or so after the purchase I had noticed I had not been credited with my cash back nor had I received any correspondence from shopathome.com about why this had not occurred. Thus, I took the liberty to pursue this matter with them and filed a missing cash back request. After a lengthy period I received an email from SAH that I would not receive credit because I used a coupon code from the merchant which violates their policy for cash back. But this was not what how they went about describing this to me. They stated I clicked through another site before making my purchase which is in-factual and I have proof that this did not occur. They then finally relented and just simply stated that since I used a coupon code through another source they would not credit my cash back. I proceeded to inform them that the coupon code came directly from the merchant, and that also I had used none SAH coupon codes in the past and had received credit for said purchases to which I received a template response with no real impression of wanting to address the issue at hand nor resolve the matter in a compromising way. I continued to beseech SAH to review my matter and see that it was not just black and white nor a matter of simple policy rather one of negligence on their part for presenting false information in an attempt to settle a customer service matter. I told them I had evidence that my transaction did not occur in the manner they originally described but they did not even acknowledge this nor make an attempt to resolve this in a diplomatic way. I feel I made every attempt to present my case to them and work with them but I only received automated responses with no real effort on SAH part to handle this matter in a professional way. I have since gathered all my evidence about this case and am now seeking the BBB assistance in protecting a consumer from the strong arm tactics of a company over a small monetary sum. I feel the company did not provide adequate customer service while simultaneously disregarding common sense in this matter.

Desired Settlement: I am hereby seeking an apology from SAH for the way they handled this matter and the cash back that should have been credited. SAH had an opportunity to look past the technicality that they were hanging their hat on and make this right with a customer but chose to take a route of bullying and condescending remarks. I am ready to fully stand up for my dignity and right as a consumer and to not allow this behavior be accepted.

Business Response: Initial Business Response /* (1000, 6, 2014/03/07) */ ******, Thank you for contacting us through the BBB. Per my response earlier today, the store has responded to my inquiry advising that you used a coupon that was an exclusive offer on a coupon site--a competitor site of ShopAtHome.com. Therefore, the order was not credited to ShopAtHome.com. However, the store has agreed to make a one-time exception and will also credit ShopAtHome.com with your purchase. Therefore, ShopAtHome.com will be able to honor the cash back on your purchase (please allow 5 business days for the transaction to process and post to your account). ShopAtHome.com has made every effort to provide you with updates on the situation and clarification of how cash back works through our site and how this circumstance arose. ShopAtHome.com feels proud that we were able to resolve this issue in your favor within 48 hours despite its complexity. We apologize this didn't meet your expectations. Please feel free to contact me if you have any further questions. Many kind regards, ************** Customer Service Manager ShopAtHome.com service@shopathome.com Initial Consumer Rebuttal /* (2000, 10, 2014/03/10) */

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The unsubscribe section of their website is not operable. I continued to click to unsubscribe and it would not acknowledge the request. The unsubscribe section of their website is not operable. I continued to click to unsubscribe and it would not acknowledge the request.

Desired Settlement: Unsubscribe my email address from advertisements of your services.

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Thank you for contacting us through the BBB. We apologize, but we did not find an inquiry requesting our assistance with this issue, and we are happy to help. Our records show that you have successfully unsubscribed from all ShopAtHome.com email lists. We preselect our email distribution lists; therefore, it may take 3-5 business days for this change to go into effect. If you receive any emails from ShopAtHome.com after 5 business days, please email us at service@shopathome.com and we will resolve the issue for you. We do provide an unsubscribe confirmation message on our email preferences page. The message appears in red at the bottom of the page after you click submit. We apologize that the messaging was not clear. Please let us know if you have any questions. We are always happy to help! ******* ****** Customer Service Manager ShopAtHome.com service@shopathome.com

1/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I refused the terms of their contract and they installed spyware and Data theft software on my computer They offered to pay me for shopping if I downloaded there browser app, after reading their terms, which gave them the right to access my personal data, including my accounts at other businesses and my account usage and details, and make changes to my browsers, apps and basically everything on my computer, including my activity and spending, I refused to download their software and deleted their site. Today, I noticed my personal info had been changed on my computer, including my name, phone number and address so I looked into it and found they installed their browser plug in without my permission or knowledge and I believe they have been stealing and selling my personal info. They have completely wiped out all my correct info, and deleted my favorite web sites, as I am just discovering the amount of damage that has been done, I have no dollar amount as yet. but my cd/dvd drive no longer works, the codecs have been deleted as has all my banking account numbers, emails, address name and phone numbers etc. Any company that can install such destructive apps on someones personal computer without consent, for the sole purpose of stealing their info, and ruining their computers by reconfiguring their settings and deleting their personal information and replacing it with false info, should not be in business, they should be behind bars. If I get one bad charge to my account or my info and identity are stolen, I will be sure to put them behind bars! I can't believe you gave them your highest rating! I no longer have any faith in your business either as it is clear now that you don't investigate complaints, you just file them and ignore the situation til its way too late! Every day I have to put my computer back to normal and the very next day everything is gone again and their shop at home app is fully responsible and was installed even though I refused to. They are thieves and liars and have no right getting rich by being dishonest!

Desired Settlement: as it stands today, I have not been able to remove their spyware app, and it is still damaging my computer, I have no idea how long they been doing this but i noticed changes to my info a week ago but just found their software was installed today. When I learn of the total damage done to my comp, my accounts, and my life I will seek damages for twice what it cost me! I can't imagine what a company with a bad rating from you would do if this is what you rate as an "A" rated company! I take it no one audits your complaint procedure and the companies you rate.

Business Response: Initial Business Response /* (1000, 5, 2013/12/27) */ Thank you for contacting us through the BBB. We apologize for the frustration you have experienced with our toolbar browser app. We did not find a record in our system that you contacted us for assistance with removing the toolbar; however, we are happy to help resolve this issue for you. Our records show that you downloaded our toolbar in your Chrome browser on 12/18/11, 5/23/13, 9/13/13, 10/26/13, 12/4/13 and 12/14/13 after clicking on a link to our site from a Google search result for coupon codes. The ShopAtHome.com toolbar browser app cannot be installed without the computer user voluntarily clicking to accept and install. ShopAtHome.com does not have access to your computer; therefore, we are not able to install or remove the toolbar for you. We have made it easy for you to remove the toolbar from your computer. Please follow the detailed instructions on our web site http://www.shopathome.com/toolbar-info#uninstall to uninstall the toolbar browser app in Chrome. For additional details about the benefits of our toolbar browser app, please see our FAQs at: http://www.shopathome.com/toolbar-info. You can find additional information about our toolbar browser app in our End User License Agreement (EULA) listed on our site here at: http://www.shopathome.com/sahpages/end-user-license-agreement.aspx. If you require any further assistance, please contact us at service@shopathome.com or by completing our contact form at https://secure.shopathome.com/sahpages/contact.aspx and we will be happy to provide further assistance. Many kind regards, ******* ****** Customer Service Manager ShopAtHome.com service@shopathome.com

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The states print or download free coupons, and if you do not download info from their site you can print anything. I can not get assitance from them I've tried calling both #'s available for the shopathome.com ************** and XXX-XXX-XXXX), and was unsucessful.

Desired Settlement: I would like to be able to print with downloading that is all. Live up to what they are advertising. That is all. thank you

Business Response: Initial Business Response /* (1000, 5, 2013/12/04) */ Thank you for contacting us through the BBB. I would like to address your concerns regarding how to print free coupons listed on ShopAtHome.com. In order to print the free grocery and printable coupons from ShopAtHome.com, it is required that you download the ShopAtHome.com toolbar browser app and the specific coupon printer(s) for the associated coupon collection. I am not certain where you may have seen that a download is not required to print free coupons from ShopAtHome.com, as there is nothing on our site that states you do not need to download software. I apologize for any misunderstanding. Please feel free to email me at *******@shopathome.com if you have any questions. I am happy to help clarify the services offered by ShopAtHome.com. Many kind regards, ******* ****** Customer Service Manager ShopAtHome.com

12/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Attempted to unscribe to their emails and the process became a circle, same page every time I clicked the unsubscribe button. Email offered me a way to unsubscribe to a service I did not subscribe to. Each time I followed their procedure and selected the unsubscribe link it took me right back to the starting point including when I attempted to use the "contact us" feature.

Desired Settlement: Unsubscribe me and provide me with written notice of such.

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Hi *****, Thank you for contacting us through the BBB. We apologize, but we did not find an inquiry requesting our assistance with this issue, and we are happy to help. Our records show that you have successfully unsubscribed from all ShopAtHome.com email lists. We preselect our email distribution lists; therefore, it may take 3-5 business days for this change to go into effect. If you receive any emails from ShopAtHome.com after 5 business days, please email us at *******@shopathome.com and we will resolve the issue for you. We do provide an unsubscribe confirmation message on our email preferences page. The message appears in red at the bottom of the page after you click submit. We apologize that the messaging was not clear. Please let us know if you have any questions. We are always happy to help! ******* ****** Customer Service Manager ShopAtHome.com *******@shopathome.com Final Consumer Response /* (2000, 7, 2013/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Could have saved a complaint via BBB if their website had accessable contact information.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Shopathome.com credit posted was not what was applied after I made my purchase. I made an $89 purchase from Walmart.com on December 9th when Shopathome.com had posted a 7% cash back for purchases made at Walmart. However, shortly after the purchase and still today, when I check my Shopathome account, they only credited me 1.5% for the purchase. I have tried multiple times to contact them and outside of an automated email response indicating they had received my email, there has been no communication from them after 4 days.

Desired Settlement: I am seeking the 7% credit that was posted when I made the purchase.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Hi ***, Thank you for contacting us through the BBB. We apologize for the delayed response to your inquiry. During the peak holiday shopping season it may take us longer to respond. The timestamp of your purchase was reported by the merchant as outside of the offer for the extra 5.5% cash back, which is why you only received the 1.5% regular cash back on your purchase. We have adjusted the cash back amount on your purchase to reflect the full 7% offer. You should see the adjustment apply to your order within 24 hours. Please let us know if you have any questions. We are always happy to help! Many kind regards, ******* ****** Customer Service Manager *******@shopathome.com Final Consumer Response /* (2000, 8, 2013/12/17) */ Shopathome has corrected the error and provided the full refund advertised. I have no outstanding complaint.

11/8/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The unsubscribe section of their website is not operable. I continued to click to unsubscribe and it would not acknowledge the request. October 2013

Desired Settlement: Remove sfrncsis@yahoo.com from their mailing list. October 16, 2013

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Thank you for contacting us through the BBB. We have processed your request to unsubscribe your email address from our mailing lists. Please allow 3-5 business days for this change to go into effect, as our email distributions are pre-planned and some may have already been scheduled for release. Please feel free to email us at service@shopathome.com if you have any questions or require any further assistance. We are always happy to help! Kind regards, Annette Nueske Customer Service Manager ShopAtHome.com service@shopathome.com

10/28/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried all methods described on their website to remove the ShopAtHome.com program from my computer and have not been able to. I tried contacting the company however each time I tried the contact area of the program booted me out stating that I was entering the incorrect capta number.

Desired Settlement: Help me get it off my computer!

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Thank you for contacting us through the BBB. We apologize that you were not able to submit an inquiry using our online contact us form. We're sure sorry for the experience you are having with our toolbar browser app and we'd like to help. We have checked our records and our system shows that you uninstalled the ShopAtHome.com browser app from your Firefox browser on 10/9/13. However, when you installed our toolbar browser app in your Firefox browser, you opted-in to a program that reset your Default Search Provider. We are happy to help you change your Default Search Provider to a provider you prefer. Please follow the instructions listed on our site here: http://www.shopathome.com/sahpages/removefirefoxdsp.aspx#searchbar to make the desired change in Firefox. We also sent an email to you with our response, so that you can contact us directly if you have any further questions or require any further assistance. Many thanks, ************** Customer Service Manager ShopAtHome.com service@shopathome.com


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8 Customer Reviews on Belcaro Group, Inc.
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