Business Profile

Internet Marketing Services

Clarus Commerce, LLC

Headquarters

Complaints

This profile includes complaints for Clarus Commerce, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

108 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:02/08/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened my account with freeshipping**** and paid the monthly fee. I began accumulating cash back immediately, and everything seemed just fine. The problem started when I should have received my first cashback/rebate check. The company closed my account without notifying me. The first time, they told me I canceled the account myself, which was not the case. They also refunded the payment I made without consulting me beforehand. When my account was shut down, I had $486.59 pending cash back earned through 30+ transactions at multiple partner retailers. I contacted the support team to find out the issue. Finally, when I heard back from the team, I was told my account might be a commercial account and that I needed to supply proper documentation. I did this, and then the team said to me that a small handful of my purchases (less than 10%) were made using a gift card as a partial payment. Because of this, they said they would deny those claims only. I asked for access to my account, and they cited the refund of the original payment canceling my account, and said they would deny ALL of my claims. They refunded my $20 fee to keep $486.59 of my cashback earnings. These are pretty scumful, unethical, and horrid business practices. I wonder if anyone receives the payments if they are a profit loser for the parent company. I will also be filing this with respective review forums (*********** *********** ****).
Business Response
Date: 02/16/2023
I write in regards to the above referenced complaint
submitted to your office by Mr. *****. We regret any confusion or inconvenience
he experienced when doing business with our company and trust that this letter
will address his concerns.
After a review of Mr. *****’s membership, his usage was
determined to be ineligible per the Terms of Service on FreeShipping****. The
following can be found under the Terms of Service:
We reserve the right to deny cash back, rescind cash back
and/or ban any member whom we believe, in our sole discretion, is abusing or
has abused the FreeShipping**** program. This includes (but is not limited to)
returning items or cancelling orders after cash back has already been granted
or creating more than one account per household.
Abuse or fraud related to the collection of cash back, or
misrepresentation of information provided to FreeShipping****, may result in
the termination of your account and forfeiture of cash back. If we, for any
reason, suspect fraudulent activity on your account or violation of these Terms
or any law, we reserve the right to delay, decline, or withhold payment of cash
back. Any suspected or actual cases of fraudulent activity will be escalated
and reviewed in accordance with our fraud process. All decisions made by
FreeShipping**** are final.
By joining FreeShipping**** and accessing your benefits, you
give FreeShiping**** permission to review your account with participating
stores whenever we suspect fraudulent or inappropriate activity.
This membership has been fully refunded for the $20.00
membership fee.
Again, we regret any inconvenience this may have caused Mr. *****.
Customer Answer
Date: 02/17/2023

Complaint: ********

I am rejecting this response because:

I did not violate the terms and conditions. I had nearly $500 in pending cashback claims, and you all decided to refund the $20 "fee" and keep the pending cashback that was credited to my account. Because I earned this cashback legitimately, FreeShipping**** could not possibly profit from one $20 fee to pay me $500, and therefore closed my account. This is a generic legal counsel response on behalf of the company, but they have still yet to talk to me in person regarding the validity of my claims. The company ultimately decided that there was no leverage the customer had, and when the customer became a profit loss for the corporation, they canceled the account. Please, view the reports from ************** and **************; many reports of the same or nearly identical circumstances of not being paid out claims. I would demand the company compile a complete list of my cashback claims, prove the invalid and valid claims, and payout based on the findings of the valid cashback. Without speaking directly with management, I am concerned that this is a more significant problem than myself and that this company operates similarly to a fraud/scam/unethical operation. Out of the nearly ten cashback sites I regularly use online, this is the only site I have ever had issues with. To make matters worse, this company tries to charge for the lack of service they provide.

Response requested: Pay cashback claims as agreed upon; prove invalid claims.

Sincerely,

******* *****
Business Response
Date: 02/28/2023
Hello,
We have approved the requested claims as a courtesy. They will be paid via check during the next savings payout on 3/15/23.
Thank you
Initial Complaint
Date:01/30/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a longtime member- 12yrs+ of Free Shipping***** In Jan. of 2020, I unknowingly started sending requests for reimbursement for shipping incorrectly. At that time I was out of state and during covid, completely living a different life. Early in 2021, I made a call to FS about my missing checks for reimbursement. I was told me they were behind. I would see them by year end. At no time did they check to see if the process was actually intact. I had no reason to doubt them so I waited. In the beginning of 2022, when no huge check arrived, I started calling again. I was told my next check date was months forward. No check came. I call again and again. Same answer. Still no one escalated the issue or really investigated. My calls became insistent and demanding. Finally in Dec of 2022 I called and said "Something is wrong. Where is my money!!!!" The rep. actually looked back in my history and said a supervisor would contact me. While waiting for that call, I figured out what happened. All email contact with FreeShipping**** shows as FreeShipping**** on the header. A subheading defines the department but you can't see it. So I clicked on FreeShipping as I always had and my receipt went to do not reply address. I had to manually go into ***** and delete all but "******** ****************" for it again to work correctly. When the supervisor called she still had no idea that documentation was missing. How does a company not know that they have hundreds of submissions and not one proof of purchase, especially since they received a dozen phone complaints? I explained to her what happened. Her response "Out of courtesy we will reimburse for the last quarter and we don't even have to do that." I have 60 days normally to submit info so she gave me two extra months." $800 of reimbursement is missing and I have been calling for 2 years. Clearly there is a serious disconnect and lack of training at FS. This was not all my fault and their resolution is not acceptable!
Business Response
Date: 02/07/2023
I write in regards to the above referenced complaint submitted to
your office by Ms. ****. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
Per our Terms of Service
on FreeShipping****, Shipping Claims must be made (and documentation received)
within 30 days of the date of purchase. We have approved the claims Ms. ****
submitted in the last 60 days as a courtesy and they will be included in the
February savings payout.

Thank you
Customer Answer
Date: 02/07/2023

Complaint: ********

I am rejecting this response because: For all the reasons I mentioned in the original complaint. Did no one even read it? Free Shipping already approved 4 months of claims. I feel that is not nearly enough of an effort on their behalf since I've been complaining of the problem since the first quarter of 2021. Many different employees assured me over and over again there was nothing wrong and the money would e coming with the next pay out.

Sincerely,

****** ****
Business Response
Date: 02/23/2023
Hello,
We have approved the requested claims from January 2020 as a courtesy. These claims will be paid via check during the next monthly savings payout on 3/15/23. In the future, please be advised proof of your purchase is required for processing within 30 days of your submitted date for shipping rebates.

Again, we
regret any inconvenience this may have caused Ms. ****.
Customer Answer
Date: 02/23/2023

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. Free Shipping. com has restored my faith completely. Kudos to their customer service.

Sincerely,

****** ****
Initial Complaint
Date:01/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Freeshipping**** makes fake advertisements on shopping website that they can provide shipping fee rebate and cashback if use it to make purchase. It shows it provide 10% cashback on *******, if I click on the link to start my purchase from freeshipping****.

I used it very often in the first month after charging the $13 membership fee and I liked it because of the 10% cashback. I also used freeshipping**** a lot when shop at ******* because I got employee discount from *** (*** is my employer's parental company so I get employee discount shopping on ***). I have more than $100 rebates that was in process when I noticed my account cannot be logged in anymore. I contacted freeshipping**** and they told me they closed it without notifying me. I asked what would you do with my in process rebates, they said they think it is for business so they closed my account.
This is a ridiculous because I don't run any business. What I did is just shopping on my employer's website. I am a analyst and ******* is one of the largest shopping portal in the ****** ******. I don't run *** but why would reshipping**** close my account and said they closed it because it was for a business? They are just making fake advertisements to play around customers.
Business Response
Date: 02/01/2023
I write in regards to the above referenced complaint
submitted to your office by ******* *** We regret
any confusion or inconvenience he experienced when doing business with our
company and trust that this letter will address his concerns.
Our records show that ******* **** membership was closed due
to a previous membership under the same name and address. The following can be
found under the Terms of Use on FreeShipping****; There is a limit of one
membership and one introductory/premium offer per household. *****************************************
Signing up for multiple accounts is a violation of these
terms and unfortunately this account is not eligible. Members are required to
agree to these terms in order to complete registration for FreeShipping****.
This membership has been canceled and fully refunded. Again,
we regret any inconvenience this may have caused ******* ***
Customer Answer
Date: 02/01/2023

Complaint: ********

I am rejecting this response because: I did not proactively go to your website to create a second profile nor apply for a second membership from freeshipping****. You advertise your website and benefits on ************* after I finished the check out process. Your banner impression just popped up after I submitted my order with ************* and advertising that if I join the membership, I can get $10 rebates. It is misleading the customers like me because I did not open the membership by purpose. You sent the ads to us and promoting us to apply for it. Also, fyi, I am a "she" not a "he". Don't discriminate people's gender by making assumption.

Sincerely,

******* **
Business Response
Date: 02/07/2023
Hello,
We do apologize for any confusion. Our records show multiple previous FreeShipping**** memberships under your name and address. The Terms of Use on FreeShipping**** includes the following: There is a limit of one membership and one introductory/premium offer per household.
Signing up for multiple accounts is a violation of our Terms of Use, unfortunately this membership is not eligible.
Again, we
regret any inconvenience this may have caused *** **.
Thank you
Customer Answer
Date: 02/07/2023

Complaint: ********

I am rejecting this response because:I am rejecting this response because: they keep changing the reasons regarding why they closed my account after I made several purchases using their website. They proactively pushed their ads to me and promoted me to signup and now they are saying i am not eligible for signing up. Then is is fake ads and misleading customers. When I called the customer service number, they told me a different story, they said my account was closed due to they thought this is a business account which is not true.

Sincerely,

******* **
Business Response
Date: 02/07/2023
Hello,
Due to multiple previous accounts unfortunately this membership is not eligible. Signing up for multiple accounts is a violation of the Terms of Use on FreeShipping****. Members are required to agree to these terms in order to complete registration.
Again we do apologize for any confusion this may have caused.
Thank you
Initial Complaint
Date:01/11/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently discovered that ****** had sent two (2) payments of $13 each to the company ****************, supposedly for a "membership" that I had signed up for. I NEVER EVER KNOWINGLY SIGNED UP FOR A MEMBERSHIP WITH THIS COMPANY!
I was told that I could cancel the membership, so I did that; however, the company has refused to refund my $26 dollars or to even explain to me HOW/WHEN/WHY I supposedly signed up for the "services" --- whatever they are.
I absolutely believe....along with MANY others complainants....that this is a scam company and that they are getting away with it, making MILLIONS in the process of the scam.
Business Response
Date: 01/12/2023
I write in regards to the above referenced complaint
submitted to your office by Mr. ******. We regret any confusion or
inconvenience he experienced when doing business with our company and trust
that this letter will address his concerns.
Our records show that on December 2nd, 2022, after making an
online purchase on ******************, Mr. ****** was presented with an ad
banner promoting our **************** program. Mr. ****** clicked on the banner
and arrived on our order registration page, which provided full details about
our money saving membership program and how he can try the program for the
trial fee of $2.00 for 7 days. The terms
on that page, titled “Offer Details,” explained that if he did not cancel his
subscription by the end of the trial, his subscription would automatically
continue and the monthly subscription fee would be charged to the credit card
account that he provided.
Our records show that he completed the registration process
by providing his full contact and account information and checking a box that
states “I agree to the Offer Details and the Terms of Use & Service” just
below the offer terms. Shortly thereafter we sent Mr. ****** a welcome e-mail
to the e-mail address he provided upon enrollment that included full
information on how he can access and enjoy his program benefits and reiterating
the program billing terms.
This membership has been canceled effective 1/10/23. We have
accepted the dispute for the two membership fees of $13.00 Mr. ****** bank initiated.
We issued a refund for the $2.00 trial fee, all membership fees have been
credited back to the card provided. The remaining credit may take 2-5 business
days to post.
Again, we regret any inconvenience this may have caused Mr. ******.
Customer Answer
Date: 01/12/2023

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
Date:01/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an item at *** **** * ****** which supposedly took me to ShopSmarter website to sign up for a rebate program. When I completed the purchase back in June of 2021, it wasn't clear in the registration e-mail that there would be a subsequent monthly subscription fee that will be charged without any notification (monthly or otherwise). After a year and a half later, I realize that there had been a monthly fee charged to the credit for 16months without any sort of notice to me via email or otherwise. I don't believe this is lawful per FDIC 6500 - Consumer Protection § 226.9 Subsequent disclosure requirements
Therefore I would like a full refund of the charges made to my account - a total of $191.4
Business Response
Date: 01/03/2023
I write in regards to the above referenced complaint submitted to
your office by Ms. ********. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
Our records show that on June
28th, 2021, after making an online purchase on ********************,
Ms. ******** was presented with an ad banner promoting our ShopSmarter program.
Ms. ******** clicked on the banner and arrived on our order registration page,
which provided full details about our money saving membership program and how
she can try the program for 7 days for $1.97. The terms on that page, titled “Offer Details,” explained that if she
did not cancel her subscription by the end of the trial, her subscription would
automatically continue and the monthly subscription fee would be charged to the
credit card account that she provided.

Our records show that she
completed the registration process by providing her full contact and account
information and checking a box that states “I agree to the Offer Details and the
Terms of Use & Service” just below
the offer terms. Shortly thereafter we sent Ms. ******** a welcome e-mail to
the e-mail address she provided upon enrollment that included full information
on how she can access and enjoy her program benefits and reiterating the
program billing terms.

Ms. ********’s membership
has been canceled and fully refunded for $191.40. This remaining credit will post
in 2-5 business days back to the card on file.

Again, we
regret any inconvenience this may have caused Ms. ********.
Initial Complaint
Date:12/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for this service as they offer 10% cash back, and I thought this would help save me some money during the holiday season and help with my home remodeling projects. I generated $788.42 in cash back but only received a check for $277.18. All of my other previously approved claims have since been denied, and I cannot get an explanation from anyone at the company. I have provided the requested documentation but still need to be paid as agreed. I am warning others about the practices of this company not paying out the cashback claim. They make more money keeping the cash back instead of paying it out to customers who are paying $13/month for this subpar service. I am seeking payment for my cashback claims.
Business Response
Date: 01/06/2023
I write in regard to the above referenced complaint
submitted to your office by Mr. *****. We regret any confusion or inconvenience
he experienced when doing business with our company and trust that this letter
will address his concerns.
Due to multiple high volume orders, Mr. *****’s membership
was temporarily locked for a review of the account. Our team has determined his
usage did not violate our Terms of Use and the requested cash back has been
approved.
The following can be found under the Terms of Service on
****************, members are required to agree to these terms in order to
complete registration for a membership.
By joining **************** and accessing your benefits, you
give *************** permission to review your account with participating
stores whenever we suspect fraudulent or inappropriate activity.
Again, we regret any inconvenience this may have caused Mr. *****.
Initial Complaint
Date:12/21/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Was notified I won a $5000 ****** gift card through a promotion prize logic/Claris ran for ******* jewelry. I submitted all required forms on time, have copies, dated 9-8-22. Was told my prize would arrive in 6-8 weeks. It is now December 21st way past time frame given and I still have not received my prize. Do I need to get am attorney as their forms requested personal information?
Business Response
Date: 01/06/2023
******* ** ****

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

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

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

This letter is in response to the above referenced Better Business Bureau complaint you submitted against Clarus Commerce LLC (“Clarus”). Your complaint involves your participation in *** ***** ******* ****** *** ******* *** **** *** *********** *“Promotion”), sponsored by ******** ******** ***. (“Sponsor”).

Per Clarus’ records, you were selected as a winner on September 6, 2022, and confirmed as a winner on September 8, 2022. Your prize was sent to you via email ** ****************** from **********************on September 9, 2022. Per our records, you also reached out to the fulfillment lead on December 21, 2022, and the fulfillment lead responded to your email and resent your prize. Please make sure to check your spam/junk folders.

Thank you for reaching out.

Sincerely,

Michelle K*****
Senior Counsel
Clarus Commerce LLC
Initial Complaint
Date:12/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Freeshipping.com scammed me out of a lot of money. I have always been a smart shopper and have always used ******* for my cashback incentives while shopping without a hiccup. Recently my friend introduced me to freeshipping.com and I decided to use them for my shopping this month. I made purchases at ****** ****** and ******** ******* because they had great promotions going on. I bought coffee really nice coffee machines for Christmas gifts and decided to use this company for my cash back.

On December 20 at 8:06am I received an email from the company saying my account was locked until further review. They claimed I was using my account for commercial purposes.

December 20 at 8:09 received an email that my account was cancelled.

They didn’t even wait for a response or any sort of explanation, they cast their judgment and just closed my account. I just lost hundreds of dollars in cash back that I could have easily used ******* for the same amount of cash back. I’ve never had issues shopping with ******* for years.

This company scammed me out of my cash back by making assumptions and not giving me my cash back by shipping through their site. The companies will give freeshipping.com affiliate money for me shopping through their link and they are holding hundreds from me.

I want the cash back that I shopped through your site for. If you want to cancel my account after that, fine.
Business Response
Date: 12/21/2022
I write in regards to the above referenced complaint submitted to
your office by Ms. ****. We regret any confusion or inconvenience she
experienced when doing business with our company and trust that this letter
will address her concerns.
After a review of the usage on the account, we determined the usage
is not eligible per our Terms of Use. The following can be found under our
Terms of Use and members are required to agree to these terms in order to complete
registration for a membership.
Your membership term is
also your billing term. We reserve the right at any time and in our sole
discretion to verify a Member’s eligibility and compliance with these Terms prior
to fulfilling any membership Service, including, but not limited to, ensuring
that the Member is not using the Services for business or commercial purposes.

This
membership has been canceled and fully refunded for the membership fee of
$20.00. Again, we regret any inconvenience this may have caused Ms. ****.
Initial Complaint
Date:12/19/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has been billing me $9.97 per month since February of 2020 for a service I never agreed to.
Business Response
Date: 12/19/2022
I write in regards to the above referenced complaint
submitted to your office by *** ***** We regret any confusion or inconvenience
he experienced when doing business with our company and trust that this letter
will address his concerns.
Our records show that on December 27th, 2019, after making
an online purchase with **** ***, Mr. *** ***** was presented with an ad banner
promoting our ShopSmarter program. Mr. *** ***** clicked on the banner and
arrived on our order registration page, which provided full details about our
money saving membership program and how he can try the program at no cost for
30 days. The terms on that page, titled
“Offer Details,” explained that if he did not cancel his subscription by the
end of the trial, his subscription would automatically continue and the monthly
subscription fee would be charged to the credit card account that he
provided.
Our records show that he completed the registration process
by providing his full contact and account information and checking a box that
states “I agree to the Offer Details and the Terms of Use & Service” just
below the offer terms. Shortly thereafter we sent Mr. *** ***** a welcome
e-mail to the e-mail address he provided upon enrollment that included full
information on how he can access and enjoy his program benefits and reiterating
the program billing terms.
As a courtesy, I have issued a full refund back to Mr. *** ***** account. The total refund will be $358.92
and should post back within 2-5 business days.
Again, we regret any inconvenience this may have caused Mr. *** *****.
Customer Answer
Date: 12/19/2022

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, assuming that the refund is processed in full as promised within 2-5 business days.

Sincerely,

***** *** *****
Initial Complaint
Date:12/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Clarus Commerce, LLC is a company based in ***********. they assist other companies with company loyalty programs. They handle the ****** *** program for the ****** website. this program is heavily advertised on the ****** website. you get a 30 day free trial, then it's $16.95 a month to continue. the program terms include 5% cash back from ******, which is unlimited in nature, and unlimited shipping refunds/return shipping refunds from ****** purchases. they also offer 5% cash back from other retailers, and shipping refunds from other retailers which aren't unlimited.
In November 2022 I made many ****** purchases, and also many purchases from other places like ******, *******, ******, etc. Most of these claims were approved in their system (system has four modes for shipping/5% cash back claims: submitted, approved, denied, paid). These were mostly approved up until the end of november 2022/beginning of december 2022.
they do require sending backup documentation like a copy of a receipt or order confirmation email, in order to receive your 5% cash back and shipping refund. I did send all my backup documentation for all orders, hence all were approved.
there was one larger order that wasnt approved. I called in, they said I need to subtract the discounted amount from the total. I resubmitted it, then a week later an agent Jamie claimed I need to remove the ****** credits from the total, I did so. then a few days later, agent Joe, and manager LaRae T*****, sent an email basically saying that because I made a large amount of purchases from ****** in november 2022, they suspect I could be purchasing for non personal usage. So they then changed my over $600 of approved claims to denied, and did not pay out the claim check due 12/15/22. they did all this based on a mere accusation/suspicion that because I spent a lot of money on diamond coated watches and perfumes in november 2022, that I might be purchasing for non personal usage, so they closed my account.
Business Response
Date: 01/11/2023
I write in regard to the above-referenced complaint
submitted to your office by Mr. *****. We apologize for any confusion or
inconvenience he experienced when doing business with our company and trust
that this letter will address his concerns.
After a review of Mr. *****’s account, our records show
that his usage violated the Program Terms on *************. Mr. ***** made high volume purchases of the
same merchandise which indicates his purchases were for commercial and non-personal
use.
When Mr. ***** signed up, he was required to agree to the
Program Terms in order to complete registration for the membership ******************************************
The Program Terms state:
We may suspend or terminate your Membership and your
access to the Site or the Programs, in whole or in part, at any time,
immediately and without notice if, at our sole discretion, you fail to comply
with any of these Terms or engage in any conduct that we deem unacceptable in
our sole discretion. Any order that is deemed a commercial (non-personal) use
or high-volume/reseller order, at our sole discretion, will not be eligible for
Membership benefits, and your Membership may be suspended or terminated. Upon
termination, you must destroy all materials obtained from this Site and the
Programs and all copies thereof. In the event of suspension or termination, you
are no longer authorized to access the Programs, and the restrictions imposed
on you with respect to any materials downloaded from the Site or the Programs
and the disclaimers and limitations of liabilities set forth in the Terms shall
survive.
Due to his violation of the Program Terms, Mr. *****’s
membership was canceled and he was fully refunded for the two membership fees
of $16.95 on 12/5/22.
Again, we regret any inconvenience this may have caused Mr. *****.
Customer Answer
Date: 01/12/2023

Complaint: ********

I am rejecting this response because:

That is incorrect, i did not make high volume purchases of the same merchandise. I purchased a variety of different watches, different colors and different styles because I collect watches like thousands of other people do. What happened is some of the employees in the *** ******* did not have the best childhood or upbringing so they falsely accused me of buying for commercial usage because in their minds they do not believe someone could spend thousands on diamond coated watches for personal usage. The ****** *** program works similar to insurance, they charge people $17 a month for membership however they do not actually want to pay out claims higher than this because it means they lose money. They want customers to pay $17.95 but not actually file claims for cash back because then they would lose money. The simple answer is I was owed over $800 in cash back claims during november and december 2022, the clarus commerce company did not want to pay out my claims so they chose to make the fraudulent dishonest excuse of me being a high volume buyer buying for non personal usage.

Such behavior reflects poorly on clarus commerce, as they are not living up to the terms of the program. Additionally I spent extensive amounts of time speaking to them on the phone, as well as filing the claims and forwarding order confirmation emails for each order.
Additionally, with one large purchase of over $3000, they initially approved the claim, then declined it saying I needed to deduct the discount amount from it, then roughly a week later asked me to resubmit it minus ****** store credits used, then a week later told me theyre declining it because they suspect I am buyig for non personal usage. This was actually a dishonest stalling tactic because there is a limited amount of time to file and submit cash back and shipping refund claims, so they did this in order to drag out the process further as they didn’t want to pay the claim and didn’t want me to submit more documentation. SO you’re looking at hours of time wasted. The manager of the *** *******, larae t***** has been confirmed as someone who doesnt have integrity or honesty, and probably had a poor upbringing and maybe even criminal charges. The same goes for the agents Baillie and joe. This company basically wants people to pay the $16.95 monthly membership fee, but don’t want to pay out claims larger than that amount because then they don’t make a profit. Its easy to see why they lie, cheat and make up excuses when a customer is owed hundreds of dollars.
the program is basically “$16.95 a month but if you’re owed hundreds of dollars we will just cancel yoir membership and refund your money”

Sincerely,

**** *****
Business Response
Date: 01/18/2023
I write in regard to the above-referenced
second complaint submitted to your office by Mr. *****.

Mr. ***** joined the ******
*** ******* (“Program”) on 9/26/2022. Upon joining the Program, Mr. ***** was required to agree to the Program
terms (“Program Terms”) that clearly outline the Program, means for
termination, account requirements, etc.

Compliance with the
Program Terms is in Clarus Commerce’s sole discretion, as indicated in the
Program Terms Mr. *****
agreed to upon joining the Program. Clarus Commerce LLC runs many Premium Loyalty programs and is well
versed in behavior that does not adhere to the specific program terms. That was the case here. Participants make all
sorts of purchases at different price values (high and low value), so the
Clarus team is very familiar with high end purchases.

The collective repeated
purchases of the same products and the frequency of those purchases is what
violated the Program Terms (not just the value of the items purchased).

Mr. ***** has also
continued to try to create multiple accounts, which also violates the Program
Terms (there is one account allowed per person). Additionally, Mr. ***** has made outlandish and
discriminatory comments directly to and about our team members on multiple
occasions. That behavior also warrants
termination from the Program. If the BBB would like copies of Mr. *****’s email
communication with Clarus, we are happy to provide this.

Again, for reference, the Program Terms state:

Section 2.5: Termination. We may suspend or
terminate your Membership and your access to the Site or the Programs, in whole
or in part, at any time, immediately and without notice if, at our sole discretion,
you fail to comply with any of these Terms or engage in any conduct that we
deem unacceptable in our sole discretion. Any order that is deemed a commercial
(non-personal) use or high-volume/reseller order, at our sole discretion, will
not be eligible for Membership benefits, and your Membership may be suspended
or terminated. Upon termination, you must destroy all materials obtained from
this Site and the Programs and all copies thereof. In the event of suspension
or termination, you are no longer authorized to access the Programs, and the
restrictions imposed on you with respect to any materials downloaded from the
Site or the Programs and the disclaimers and limitations of liabilities set
forth in the Terms shall survive.

2.1 Registration. You do not have to
subscribe to the Programs to view benefits available through this Site, but
only Members can access the Programs. By registering and becoming a Member, you
agree to (i) provide true, accurate, current, and complete information about
yourself as prompted by the registration form, and (ii) maintain and properly
update your account information to keep it true, accurate, current, and
complete. Registration is currently available only to U.S. residents, except
for residents of Iowa. There is a limit of one Membership and one
introductory/premium offer per household.

Mr. ***** was initially paid out $662.03 in
product usage however, due to the above-mentioned violations of the Program
Terms, Mr. *****’s had $1,172.31 in claims declined once his account was
flagged. Mr. *****’s membership was
canceled and he was fully refunded for the two membership fees of $16.95 on
12/5/22. Due to his continued attempt to
make multiple accounts and his outlandish and discriminatory remarks to the
Clarus team members, he is unable to re-join the Program.
Customer Answer
Date: 01/19/2023

Complaint: ********

I am rejecting this response because:
This response by the business showcases some of the same behavior I had mentioned previously. Dishonesty, lack of integrity, no business ethics, no sense of honesty or doing the right thing.
you can have whatever program terms you want. You cannot spread lies about customers. You continue to make up dishonest lies about what happened. Out of 100 watches purchased there were maybe two or three at most which were the same model? And they were the same model yet a different color. So no, there was no such occurrence of me buying the same item as you dishonestly continue to claim. I did purchase many watches yes, many were the invicta brand yes, but no i did not purchase the same products. MY purchase history proves all this, and it was extremely odd the same day you guys cancel my VIP stuff i cant access my order history in my account luckily I can still access it in emails and via payment history section. This is a claim you repeatedly make which has no merit. It instead just reflects on a poor upbringing, poor business ethics.

Clarus makes money off the $16.95 membership fees charged to consumers. THis is how theu profit. They do not make mucj profit if they have to pay out claims to people hence they look for excuses to avoid paying out valid legitimate claims to vip members. As shown earlier, the excuses can range from making false accusations likr accusing people of being a “reseller” if they buy a lot of watches, lying and stating they bought the same item when they didnt, or, apparently now even saying something offensive to an associate of theirs can be used as an excuse to weasel out of paying valid legitimate claims. Is this even legal? Clarus is now lying claiming I purchased the sam items multiple times and claiming I made multiple accounts? I have never made multiple accounts this is yet one more false claim .

I mean your business frauded me out of over $1000, the fact you think using offensive language is unusual in a scenario once again indicates poor ethics, poor morals, poor upbringing, poor business sense. And as i jave stated before it is very likely and feasible that clarus commerce employees larae t*****, jamie or baillie, and joe, had deprived childhoods and even criminal backgrounds. SOmeone using offensive language does not give you the right to fraud them out of a valid cash back claim nor does someone using offensive language somehow justify theft.

you refunded my $16.95 membership fee because $16.95 is less than $1000, it is that simple, your company is fraudulent, yoi want people to pay you $16.95 monthly but do not want to pay out large cash back claims which cut into your profits. Yoi want customers who just sign up for $16.95 a month and forget to submit their cash back claims, this is the only way your company can actually make a profit. I have never created multiple accounts, this is a lie, and I haven’t bought multiples of the same item hesides 2/3 watches out of 100... and this in no way proves anything about buying for non personal usage. If you hire people wjo arent honest or who had deprived childhoods they will of course make false accusations like oh this guy bought many watches so hes not buying for personal usage. I have said nothing discriminatory nor outrageous, it is telling that you try to falsely accuse discrimination and look for fraudulrnt excused. Program terms dont change the fact that in practice your company does NOT want to repeatedly pay out large claims thus looks for excuses to avoid paying larger claims.

Sincerely,

**** *****

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