Complaints

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

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• 

  Clarus Commerce, LLC

  500 Enterprise Dr Ste 2D Rocky Hill, CT 06067-3913

  
• 

  FreeShipping.com

  Dupont, WA 98327

• 

  Clarus Commerce, LLC

  PO Box 290728 Middletown, CT 06457

  
• 

  Clarus Commerce, LLC

  PO Box 447 Herndon, VA 20172

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:02/20/2024

  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.

  This company cancelled my membership without paying me the hundreds of dollars I am owed in cash back so I would like a refund for the 5 membership charges I have paid to them for total of $100 this is a terrible scam company that steals your money when I could have gotten cash back elsewhere and they waste your time I will never get back

  Business Response

  Date: 03/01/2024

  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 indicate that on September 3rd, 2023. Ms. ***** joined
  our FreeShipping**** membership program (“Program”) that offers cash back on
  eligible purchases as well as other member benefits.
  Upon signing up for the Program, Ms. ***** had to agree to the
  Program Terms of Service (*********************************************). Ms. *****’s
  claims for purchases on 12/8/23 and after were denied and Ms. *****’s membership
  was closed due to multiple purchase reporting as returned. The Terms of Service
  state: 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.
  After a review of the membership, we are unable to reinstate this
  membership due to violation of our Terms of Service.
  The last five membership fees of $20.00 were refunded, totaling
  $100.00 back to the card on file.
  Again, we regret any inconvenience this may have caused Ms. *****.

• Initial Complaint

  Date:02/05/2024

  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 was in the middle of a transaction with the company, **** * ***, when FreeShipping pops up on the screen. The next thing I know is that they took out two amounts of $19.00 and another amount of $2.00. I have NO IDEA of what the company does and nor do I need or want their product. I have written to them unsuccessfully. It is not about the money as it is abut the fact that I hate scammers and want it to stop. I believe they were able to use my information through the transaction I had with **** * ***. IT IS SO WRONG! I want them shut down. If you go to their website and click onto "Reviews", it is an empty page. SCAMMERS!

  Business Response

  Date: 02/08/2024

  I write in
  regard 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 February 3rd,
  2024,
  after making an online purchase on ************
  Ms. *************
  was presented with an ad banner promoting our FreeShipping**** 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 $2.00.
  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 was canceled at her request on 2/3/24 and refunded for the $2.00
  trial fee on the same day. The membership has been fully refunded and no further
  membership fees will be billed under this membership. 
  
  Again, we regret
  any inconvenience this may have caused Ms. *************. 
  

• Initial Complaint

  Date:02/01/2024

  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 have been paying for several months a subscription to freeshipping****
  I have never signed up for that and I do not have any email from them telling me about the subscription or the benefits.
  I just had a suscription without being aware of it.

  Business Response

  Date: 02/08/2024

  I write in
  regard 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 May 21st, 2021,
  after making an online purchase on ***********,
  Ms. *******
  was presented with an ad banner promoting our FreeShipping**** 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 $2.00.
  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 a total of $$467.00. The remaining credit will post in 2-5 business days. 
  
  Again, we regret
  any inconvenience this may have caused Ms. *******. 

  Customer Answer

  Date: 02/09/2024

  
  
  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

  Date:01/25/2024

  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.

  This company is a scam. I noticed on my ****** a suspicious automatic withdrawal. When I went to check this out, I saw that this company started taking first small amounts, then progressively bigger amounts monthly from my account, adding up to $200 within an entire year for some sort of subscription. I never signed up for this!! After doing research, I discovered that many people have been scammed by them. When you make a purchase on a shopping website, a pop-up comes up that makes you think that it is associated with your purchase, for a free shipping. That's how they get hold of your ****** and scam you into this "subscription". I contacted them and they gave me the runaround, claiming that they can't find my account. Then I got a cancelation to an old email. If they couldn't find my account, then how did they cancel and sent me an email? They are just doing this to avoid giving me back the money they stole from me. I have ****** screen shots to prove all this.

  Business Response

  Date: 01/25/2024

  I write in
  regard to the above referenced complaint submitted to your office by Ms. ******.
  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 February 20th, 2023, after making an online purchase, Ms. ****** was
  presented with an ad banner promoting our FreeShipping**** 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 the trial fee of $2.00 for 7 days. 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.
  
  As a courtesy,
  I have issued a full refund back to Ms. ******’s account. The total refund will
  be $200.00 and the remaining credit should post back to her ****** account
  within 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

  Business Response

  Date: 01/25/2024

  I write in
  regard to the above referenced complaint submitted to your office by Ms. ******.
  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 February 20th, 2023, after making an online purchase, Ms. ****** was
  presented with an ad banner promoting our FreeShipping**** 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 the trial fee of $2.00 for 7 days. 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.
  
  As a courtesy,
  I have issued a full refund back to Ms. ******’s account. The total refund will
  be $200.00 and the remaining credit should post back to her ****** account
  within 2-5 business days.
  
  Again, we
  regret any inconvenience this may have caused Ms. ******.

  Customer Answer

  Date: 01/26/2024

  I never subscribed to your service. I would have never willingly subscribed to a service I would never have the use for. Your company is tricking people into this bogus subscription by shady practice! 

  However, you did send a refund of the money you took out of my ****** after giving me the runaround and lying about not being able to locate my account and asking me for personal information which I wasn't about to give you. (looks like you've managed to locate it just fine after I threatened with a lawyer!). 

  So as far as I'm concerned, this case is now closed, as I got my refund. But consumer beware of this company when shopping online, and check your ****** and credit cards carefully!

  Customer Answer

  Date: 01/26/2024

  I never subscribed to your service. I would have never willingly subscribed to a service I would never have the use for. Your company is tricking people into this bogus subscription by shady practice! 

  However, you did send a refund of the money you took out of my ****** after giving me the runaround and lying about not being able to locate my account and asking me for personal information which I wasn't about to give you. (looks like you've managed to locate it just fine after I threatened with a lawyer!). 

  So as far as I'm concerned, this case is now closed, as I got my refund. But consumer beware of this company when shopping online, and check your ****** and credit cards carefully!

  Business Response

  Date: 02/01/2024

  Your membership has been canceled and fully refunded. Sorry for the confusion, please allow me to clarify further. First, we never bill an account without authorization. When you signed up, the terms of the offer were displayed, and you are required to accept them in order for registration to be complete and your membership active.
  
  These terms are displayed in the enrollment process on the second page of the form, they are displayed on the new member welcome page, and send a third time in the welcome email. We also ask a security question and you must provide a password along with all other billing info to ensure that you are aware of the program you are registering for.
  
  Again, we do apologize for any inconvenience.

  Business Response

  Date: 02/01/2024

  Your membership has been canceled and fully refunded. Sorry for the confusion, please allow me to clarify further. First, we never bill an account without authorization. When you signed up, the terms of the offer were displayed, and you are required to accept them in order for registration to be complete and your membership active.
  
  These terms are displayed in the enrollment process on the second page of the form, they are displayed on the new member welcome page, and send a third time in the welcome email. We also ask a security question and you must provide a password along with all other billing info to ensure that you are aware of the program you are registering for.
  
  Again, we do apologize for any inconvenience.

• Initial Complaint

  Date:01/23/2024

  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 was charged twice from free shipping.*** when I asked them to rectify the situation they were rude and told me I had to wait 72 hrs while on the phone with them and even calling cooperate I was hung up on by Bruce and I offered to show proof of the double payment taken out of my account and they didn’t want me to show proof in fact I was talked to very poorly and treated like I was lying by Jennifer B**** in fact said I don’t know what you are looking for very rudely

  Business Response

  Date: 02/01/2024

  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 January 3rd, 2024, after making an
  online purchase on Petco.com,
  Ms. ******
  was presented with an ad banner promoting our FreeShipping.com 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 $2.00. 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. ****** contacted us on 1/10/2024 to cancel her account. We have issued a full
  refund of the $2.00 trial fee and the $19.00 membership fee. This remaining
  credit will post in 2-5 business days.
  
  Again, we regret
  any inconvenience this may have caused Ms. ******. 

• Initial Complaint

  Date:01/18/2024

  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 was looking through my bank statement and noticed a charge from January 17, 2024 for $19 from FreeShipping****. I called my bank to have them cancel my card and file a claim for fraudulent activity. We went through my bank account. They charged me since August 14 initially with two dollars and then every month after that $19. I then contacted the website that was charging me and they said that I had clicked a $10 cashback option when I made a purchase online which I did not. I told them that the only online purchase I made around the same time that I got the initial charge was from ****** and they said we partnered with ******. However, when I looked at my ****** purchase history, the only thing I purchased from ****** around that time was from August 20, 2023, which would have been six days after they initially charged me. I was charged twice in the month of August first for $2 (8/14) then a week later (8/21) for $19. I had them cancel a membership that I never signed up for.

  Business Response

  Date: 01/22/2024

  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 August 13th, 2023, after making an
  online purchase, Ms. ***** was presented with an ad banner
  promoting our FreeShipping**** 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 $2.00. 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 was canceled effective 1/17/23 at her request. We received a dispute
  from her bank for two membership fees of $19.00. These membership fees were refunded,
  and we have issued a full refund of the remaining membership fees as a courtesy.
  The total refund will be $116.00.
  
  Again, we regret
  any inconvenience this may have caused Ms. *****. 

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Per my bank account transactions and bank statements, I never made an online purchase on August 13, 2023. I did not make an online purchase until August 4, 2023 through ********* for online video games so the ad banner that was mentioned would not have shown up. Then the next online purchase I made was on August 16, 2023. Two days after I was charged the $2 trial fee. The $2 trial fee was posted on August 14, 2023, which indicates that I should have made an online purchase either August 13 or August 14, which I never did. I do not make many online purchases or mail out things so paying for a membership for free shipping would not make any sense. I have already received a refund from my bank for the charges however the business practices used by this company are “shady” at best. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 01/25/2024

  Sorry for the confusion, please allow me to clarify further. First, we never bill an account without authorization. When you signed up, the terms of the offer were displayed, and you are required to accept them in order for registration to be complete and your membership active.
  
  These terms are displayed in the enrollment process on the second page of the form, they are displayed on the new member welcome page, and send a third time in the welcome email. We also ask a security question and you must provide a password along with all other billing info to ensure that you are aware of the program you are registering for.
  
  Again, we do apologize for any inconvenience.

• Initial Complaint

  Date:01/16/2024

  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 have a membership with **.FreeShipping****. They formerly operated in good faith and paid out on claims. My email address has been the same for 8 years and claims for free shipping have always been submitted via the same email address. We are supposed to be reimbursed for original shipping, return shipping, earn 10% cashback on purchases, and also price protection. And now they are bilking me out of hundreds of dollars. They're saying they don't get any of my backup documentation to prove my claims. Instead of my fun & reliable cashback, they're acting like I'm filing an insurance claim for thousands. I've called and asked for a review. They say they are escalating it. Then I start correspondence via email and they all say they aren't getting my emails. After 8 years of reliable service, they aren't getting my emails? I even re-sent them all. And now they're saying how they just can't pay out for a claim that's over 30 days bc they all say they didn't get the documentation. But I emailed it, and I emailed it on the exact day it was due. I even get a replay email acknowledging my emails. I ask for an investigation, I ask to speak to supervisors. I correspond with people via their ******* email and cannot get a resolution. I only recently became aware that there was any problem with my emails allegedly not getting though. Some of them certainly do go through. When this issue happened a few years ago, I was able to speak with someone on the phone and pay for those claims was released. I have paid at least $100 out to the business for this membership, and am out the claims on the shipping, return shipping, and now they have also made the price protection so onerous, that it is barely possible to ever claim when two items might be called slightly different things at a different store even when they are the same item. Some stores add more description in the title, but it's the same item. I want to be paid for my claims.

  Business Response

  Date: 01/25/2024

  I write in
  regard 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 all submitted claims have been approved and the approved claims will
  be included in the next savings payout in February.
  
  Freeshipping****
  requires proof of purchase in order to process rebate claims, once the
  requested proof of purchase is received our team processes these claims as quickly
  as possible, and eligible claims are included in the following month’s savings
  payout.
  
  Again, we
  regret any inconvenience this may have caused Ms. ****.

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service 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.

  The company falsely put my account on hold. I am an avid couponer and will stock a lot of things that I can get a better deal on than anywhere else. If I see a unbeatable deal for something I buy, I buy it. They accused me of reselling things.

  Business Response

  Date: 01/10/2024

  I write in regard to the above
  referenced complaint submitted to your office by ****** ******.
  Our records indicate that on
  November 15, 2023, ****** ****** joined our FreeShipping**** membership program
  (“Program”) that offers cash back on eligible purchases as well as other member
  benefits.
  Upon signing up for the
  Program, ****** ****** had to agree to the Program Terms of Service
  **********************************************). The Terms of Service state: 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.
  We have sent an email to ******
  ****** requesting the original receipts for their orders in order to complete a
  review of the account and confirm it is being used in compliance with the Terms
  of Service.
  We have not yet received the requested
  information in order to complete a review of the account. As soon as we receive
  the requested information, our team will review it as quickly as possible and
  respond to ****** ****** via email.
  We do apologize for any inconvenience
  this has caused ****** ******.

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 01/10/2024

  Freeshipping is randomly accusing me of stuff. I have them in explanation and they don’t care. I am an avid couponed and stock up heavily on things if they are cheap enough and I am not sure I would get more of it for such a good price. If they want order confirmations, they should be contacting the retailer directly. 
  

  they want me to provide order confirmations, but don’t accept screenshots. SCREENSHOTS ARE THE ONLY WAY FOR ME TO SEND YOU ORDER CONFIRMATIONS. it makes no sense

  Business Response

  Date: 01/22/2024

  Hello,

  Our records show we sent an email to Mr. ****** on 1/11/24 requesting the following: 

  Please provide us with the order confirmation e-mails for the following orders. Proof-of-purchase documentation must display the following information: items purchased, purchase price, billing information, retailer information, shipping and handling charges, and sales date.
   
  Unfortunately until the requested order confirmation emails are received we are unable to complete a review of the account or process any further cash back.

  Thank you 

   

• Initial Complaint

  Date:12/26/2023

  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 have been paying this company a monthly fee for their services for the past several years. It is currently $19 per month which is almost a 50% increase from what it was a year ago. Regardless, they provide 10% cashback and reimbursement of shipping fees for approved online stores. They only provide payouts on the 15th of every month. I had several pending payouts for cashback (as well as unresolved past payouts from previous months) and shipping fee reimbursements awaiting payout on 1/15/24. I received an email yesterday stating my account was cancelled when I had not requested to cancel the account. I feel this is an attempt for the company to not pay me the pending payouts from my account. They just recently allowed members to upload receipts for shipping expenses on the website which further reduces the paper trail that I can produce, as previously I had to send it via email and could substantiate all of the claims I submitted. I feel this is yet another indication of them trying to get out of paying me what I am owed.

  Business Response

  Date: 01/02/2024

  I write in regard 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 Ms. ******* membership was canceled in error on 12/21/23. It
  was reinstated on 12/26/23 and an email was sent to Ms. ******* to notify her that
  it had been canceled in error and reinstated.
  
  All
  submitted claims for December have been approved and will be included in the January
  savings payout.
  
  Again, we regret any inconvenience this may have caused Ms. *******.

  Customer Answer

  Date: 01/02/2024

  
  
  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

  Date:12/13/2023

  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.

  They some how stole my banking information. I never gave it to them and they most likely did it to other people

  Business Response

  Date: 12/13/2023

  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.   
  Our records show that on September 10th, 2020, after making
  an online purchase on ********, Mr. **** was presented with an ad banner
  promoting our FreeShipping**** 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 7 days for
  the trial fee of $2.00.  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. ****’s
  account.  The total refund will be $447.00
  and should post back within 2-5 business days.
  Again, we regret any inconvenience this may have caused Mr. ****.

  Customer Answer

  Date: 12/13/2023

  
  
  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,
  
  
  
  ******* ****