ComplaintsforIbotta, Inc.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been using the Ibotta rebate app for years. I know how to use it. On 8/13/24, I went to ******** scanned all the items for rebates and submitted my receipt.It was very difficult to contact customer service and they still have not given me the rebates nor the $5 and $10 bonuses they promised.They have been dismissive and asked for me to resubmit and to itemize each rebate but they no longer have the rebates available. They even said that they dont have the information about the available rebates from 8/13/24 which is not possible. The company would absolutely have that information.They have given me the run around and have come up with a continuing process of asking for more things which seems like its intentional.If they promised a rebate, I submitted the receipt and I did everything right through the app on 8/13. If they had a problem or a glitch as they said, then they should be the ones correcting it. They have a copy of my receipt. There should not be anything more for me to do in order to get the money they promised. I only bought some of those items because of the rebates and because it meant the bonuses. I feel cheated because that what happened. They did not do what they promised.

  Business response

  09/07/2024

  Hello. Thank you for notifying us of the concern. The Saver reached out to the Care team regarding missing cash back for the missing offers and bonuses. A member of the Care team has applied cash back to the Saver's account for the offers and bonuses on 09/03/2024. If the Saver encounters similar issues in the future, we recommend they contact Care through our ************ We appreciate the Saver's patience and understanding. Thank you.

  Customer response

  09/08/2024

   
  Complaint: 22232593
  
  I am rejecting this response because:

  Yes, Ibotta did credit the rebate dollars which was part of the issue, but it was difficult to get any response or to have a reasonable communication with anyone who was willing to take care of and address their mistake. It required contacting the BBB and filing a complaint before they paid the rebates that they had promised.

  The response from Ibotta about contact their costumer service next time makes it seem as though I didnt try that for 2 weeks and it was not only very difficult to contact them, they were dismissive and gave canned responses that didnt address anything. It seemed intentionally driven to avoid paying any rebates. I doubt that they would have if the BBB complaint had not been filed. 
  

  There was no reason for Ibotta to be this difficult if they were intending to pay out the rebates.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two weeks ago I realized that ibotta locked my account preventing me to withdrawal my rebate earning, I had a total of ****** on my account and today I found out that they changed my account balance to *****. They dont give me a solid reason, they only told me to read the term and policy. And told me my receipt was invalid. To me, it sound like a bunch of words of excuses for them to take away ***** from me. And this is not okay, its almost like an acting of thief. I strongly wish that you insist that they give me back my money to my ibotta account. This is not okay. Please contact me back on the email provided. Im urgently waiting on your reply. Thank you !

  Business response

  09/07/2024

  Hello. Thank you for notifying us of the concern. Unfortunately, we could not locate a Care ticket from the Saver. Savers are encouraged to contact the Care team at help.ibotta.com where we are always happy to answer any questions or concerns. We appreciate the Saver's patience and understanding. Thank you.
  
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Similar to many of the other complaints on this forum, I signed up with Ibotta and made a large purchase for which I earned $45 from Ibotta. When I went to withdraw my funds, I was told my account was accidentally suspended. Their customer service agent assured me the issue was resolved, but I am still unable to withdraw any of the funds and am locked out of my account. This company operates like a scam!

  Business response

  09/07/2024

  Hello. Thank you for notifying us of the concern. On 08/26/2024, the Saver contacted our Care team because they were unable to withdraw their earnings. After carefully reviewing the Saver's account, we found no restrictions that could have caused the issue. Fortunately, on 09/03/2024, the Saver was able to successfully withdraw their Ibotta earnings. We apologize for the inconvenience and appreciate the Saver's patience and understanding. Thank you.

  Customer response

  09/07/2024

   
  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,
  
  *************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been scammed out of my rebates the past 3 times Ive tried to collect on the app. The first time that it happened the customer support gave me my bonus and my rebates, okay I was fine with that. The second time I got my rebates but did not get the weekly bonus, I was disappointed to miss out on a hat but at least I had the promised rebate back. The last order I made I was suppose to receive rebates for 18 items, and get a bonus. Ive submitted two tickets and its radio silence. This is unacceptable. There are items I would simply not have purchased if it werent for the promise of a rebate. Its intentional lies and now ibotta is something I will not use in the future because I cant trust them.

  Business response

  08/29/2024

  Hello. Thank you for bringing this to our attention. The Saver contacted our Care Team on 08/23/2024 regarding missing cash back for an offer. After reviewing the submitted receipt, we discovered that necessary details such as the date, total, transaction ID, and retailer logo were not provided. Our Care Team requested these missing details on 08/29/2024, but they have not been received yet. We encourage the Saver to contact our Care Team through the ************ where we can assist. We value the Saver's cooperation and understanding. Thank you.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ibotta "Care" Team request # ********.I have had issues getting cashback from multiple orders through my linked ******* account for the month of AUG'24. Ibotta has claimed that ******* linking has recently been problematic, and I have needed to manually submit my receipts to remedy this. The problem has been that over the course of (2) dozen emails, I have had multiple agents make me repeat the process of sending the information they request only for me to still not have the proper cash back in my account. For instance, I send the *** of my online order receipt and the offers I intended to claim, just for them to ignore quantities, otherwise rendering me the wrong amount back, as well as the total number of offers redeemed toward bonuses. My Aug. 9th order, I was only given $9.30 back, yet I am still missing $21.60 because of the missing quantities. The main problem here is the complete lack of customer service I've received from their highly inefficient means of communication. I have had multiple agents fumble this simple task of verifying my purchases and quantities from the provided *** receipt, only to go days now, between replies in my attempt to have them rectify this issue. It would seem that something so simple was actually done in such a manner that would otherwise deter anyone else from pursuing this and otherwise giving up. This isn't rocket science, although from my interactions with Ibotta's customer care team, I could be wrong.I should note that, since my Aug. 9th online order where this problem occurred, I have since successfully redeemed an in person order on the 11th as well as (1) online order on the 13th. However, I have had this issue reoccur from my latest order on the 17th. I have not opened a ticket with that order yet, as I had intended to give it a couple days to go through. If Ibotta would like to remedy that order here as well, I would prefer it as I feel the proper mediation is only necessary at this point.

  Business response

  08/20/2024

  Hello. Thank you for notifying us of the concern. The Saver reached out to the Care team regarding missing cash back for 08/09/2024 ******* receipt. A member of the Care team has applied cash back to the Saver's account for the offers on 08/19/2024. If the Saver encounters similar issues in the future, we recommend they contact Care through our ************ We appreciate the Saver's patience and understanding. Thank you.

  Customer response

  08/21/2024

   
  Complaint: 22162562
  
  I am rejecting this response because the total amount and number of offers credited are still wrong. I attempted yet again to maintain steady correspondence with Ibotta to rectify yet another of their mistakes, but it has since been another full day of nothing. I even waited a day to respond to their response here in hopes that I could just close this out had they corrected it. At this point there is no excuse for them to take this long to get back to me through email. My response to the still missing offers included the following corrections:

   

  - (1) Gatorade Fast Twitch = $1($1 each)
  - (3) Royal Ready to Heat Rice = $1.50($0.50 each)
  - (1) Cheetos Mac and Cheese = $0.50($0.50 each)
  - (1) Bubly Burst = $0.30($0.30 each)
  Totaling 6 offers at $3.30

   

  Not only, they gave me (2) extra Bubly 8 packs for a total of (5) @ $1 each totaling 2 offers at $2. The original order only had (3). Subtract that from what's actually missing, I'm still missing a total of 4 offers at $1.30.

   

  As you can see, I am even having to correct them to their own benefit. This is outrageous that they have employees that cannot get this right over the course of roughly three dozen emails back and forth. I can't even get them to finish this receipt out so I can start on my next one that also never automatically submitted. Do you see now what is going on here? This is deliberate and intended to discourage myself and others from going after what is rightfully theirs. Nobody gets customer service this horribly wrong in such a repetitive manner by accident. If it looks like a duck, and quacks like a duck, well?

  
  
  -****

  Business response

  09/07/2024

  Hello. Thank you for notifying us of the concern. The Saver reached out to the Care team regarding missing cash back for multiple offers. A member of the Care team has applied cash back to the Saver's account for the offer/bonus on 09/07/2024. If the Saver encounters similar issues in the future, we recommend they contact Care through our ************ We appreciate the Saver's patience and understanding. Thank you.
  
  

  Customer response

  09/08/2024

   
  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,
  
  ***********************

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ibotta offers cash back for purchases made. I made purchase to redeem offer but Ibotta locked my account and stole my earnings

  Business response

  08/20/2024

  Hello. Thank you for notifying us of the concern.  The Saver contacted our Care team because they were unable to withdraw their earnings. After carefully reviewing the Saver's account, we found no restrictions that could have caused the issue. Fortunately, on 08/20/2024, the Saver was able to successfully withdraw their Ibotta earnings. We apologize for the inconvenience and appreciate the Saver's patience and understanding. Thank you.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stopped army to go do some Ibotta/coupon shopping , all I do is worked and stopped at 6:39 pm to go do some Ibotta shopping . I didnt find it do but two offers. I bought two offers and had to to scan the upc and add both offers. The receipt is light, but not my fault. The items were pending for a few hours , then denied.I Allteady scanned this Once and Uploaded. I scanned the offers again , it is the same c*** over and over. I got the same approved screens when I submitted. Did I say this gets old ? Its a continuos battle.The companies they represent are so clueless . They owe me $3.50 and Im tired of the repeated stupidity on Ibottas part

  Business response

  08/22/2024

  Hello. Thank you for notifying us of the concern. The Saver reached out to the Care team regarding missing cash back. A member of the Care team has applied cash back to the Saver's account for the offers on 08/21/2024. If the Saver encounters similar issues in the future, we recommend they contact Care through our ************ We appreciate the Saver's patience and understanding. Thank you.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ibotta advertised a rebate of $22 for my purchase from Blue Apron. The initial purchase from Blue Apron was on 7/30/2024. The rebate of $22 was added to my account shortly after in August. When I tried to withdraw, the company disabled my ability to withdraw. When contacting them about they've suspended my account without valid reason.

  Business response

  08/15/2024

  Hello. Thank you for bringing this to our attention. The Saver wrote to our Account Review team on 08/12/24 as they could not access their account. After review, we determined that *****'s account was deactivated in error. On 08/15/24, we restored full access to the Saver's account and earnings. We apologize for any inconvenience and appreciate the Saver's patience and understanding. Thank you.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an account with over $1500 dollars in earnings that I never got to use and all of a sudden they deactivated my account for scanning a reciept again isnt that your job to catch ir. Sorry I have lots of reciepts with same items from same stores especially if I find a deal. I want my money back now. I have received anything till I tried my earnings

  Business response

  08/15/2024

  Hello. Thank you for notifying us of the concern. We apologize for any inconvenience or frustration experienced. The Saver wrote our Account Review Team on 08/12/2024 as they could not access their account. Upon review of the Saver's account, the activity verified indicated fraudulent behavior. Please note that we reserve the right to permanently deactivate Ibotta Saver accounts based on shopping behavior. Ibotta's Terms of Use can be found here: **************************. Unfortunately, we are firm in our decision to maintain the deactivation of this account. We appreciate the Saver's cooperation and understanding. Thank you.
  

  Customer response

  08/26/2024

  you can tell Ibotta once again I'm not cooperating give me my earnings my Gift cards i  have on my account before I became supposedly Fraudulent had an account for over ten years and all of a sudden I'm fraudulent and I'm not budging on this like I've said in my last two emails give me my earnings and gift card and I will go you're not going to claim fraudulent charges when i try and use my earnings yet you keep giving me earnings. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ibotta falsely accuses me of sharing receipts and one or more accounts were created via referrals that are not legitimate due to the sharing of the same receipts, purchase information and/or activity. That is not true. I didn't share my receipts with anyone and accounts were not created via referrals that are not legitimate due to the sharing of the same receipts, purchase information and/or activity. I challenged Ibotta about these false accusations and I believe out of spite, they reversed earnings that I legitimately earned with receipts that were not shared with anyone. Their own software is smart enough to know that my 8/8/2024 Target receipt was not shared with anyone else but their account review team employee thinks it is a duplicate. Why not leave it to AI to do the account review because the account review team did not even do a thorough comparison of the Target receipt before they reversed my $2.10 in earnings?Then Ibotta reverses my Kotex earnings that I earned on two different products on two different receipts. Why did they reverse it? I bought the Kotex pads and Kotex liners on separate receipts dated 7/7/2024 and submitted the two receipts on 7/12 to redeem the $1 cash back for Kotex pads and $1 cash back for Kotex pantiliners. Why are they not legitimate earnings? I didn't share this receipt with anyone else. They said I cannot use the same receipt to claim the second package of Kotex pads and Kotex pantiliners when the Kotex offer reset, but two of their representatives said using the same receipt to redeem a reset offer if the product never received original credit is permitted if within the eligible time frame. Ibotta reviews my account and makes more errors in their reviews, i.e. reversing legitimate earnings. I used to highly recommend Ibotta for their service and how well the app worked but it has been tainted by the humans who are reviewing my account, making more errors than their software. I expect at least $4.10 credit.

  Business response

  08/15/2024

  Thank you for bringing this to our attention. We deeply regret that previous attempts to resolve the issue were unsuccessful. It's our sincere aim to provide Savers with exceptional experiences, and we take their feedback seriously. We verified multiple receipts in their transactions were either shared with or submitted by another Ibotta Saver. Ibotta does not allow receipts to be shared, no matter which offers are being redeemed. We've documented the Saver's input and will share it with our team for review. In case of similar issues in the future, we recommend they contact Care through our ************ We genuinely appreciate the Saver's patience and understanding. Thank you.

  Customer response

  08/16/2024

   
  Complaint: 22124459
  
  I am rejecting this canned response because:

  I did reach out to customer care and am not satisfied with their action and have brought my complaint to the BBB for this amount under $5.   Again, my Shoprite receipts for Kotex pads and Kotex pantiliners were not shared or submitted by another user.  I already provided the four receipts in my two responses to them.  Ibotta corrected the Target receipt submission, that they also claimed were submitted by another user, but realized they were wrong when I had to circle the time stamp and transaction number for them to realized they were not the same receipts.  They didn't even email me back to inform of this correction, probably not willing to admit their mistake with the Target receipt.  

  I am attaching all four Shoprite receipts, and will label the receipts I submitted to my account and they can compare my submitted receipt to the other user they state submitted the same receipts for Kotex pad and Kotex pantiliners.  

  In addition, they even deducted an additional $1 for my Kotex pantiliners, for a total amount of $5 being deducted from my account?  Why would they make a reversal entry dated 7/13/24 but posted in August?  I submitted for a total of $4 ($2 for Kotex maxi pads and $2 for Kotex pantiliners) and they deducted a total of $5 based on the earnings activity.  So my account is being deducted an extra $1 for submitting twice for Kotex pads and twice for Kotex pantiliners.  

  Also, the account review team has not addressed what the ***** ***** and **, state in the screenshots.  They don't even state what their own **** wrote is accurate.  

  Complete waste of time for $3.  They should be compensating me for the hours I have spent trying to now get back $3 that I earned.

  
  Sincerely,
  
  ***********************

  Business response

  08/23/2024

  Thank you for bringing this to our attention. We deeply regret that previous attempts to resolve the issue were unsuccessful. It's our sincere aim to provide Savers with exceptional experiences, and we take their feedback seriously. We've documented the Saver's input and will share it with our team for review. In case of similar issues in the future, we recommend they contact Care through our ************ We genuinely appreciate the Saver's patience and understanding. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩