ComplaintsforCartera Commerce, Inc.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Cartera operates the American Airlines eShopping Portal. I placed an Order from **** Technologies (Order #*************) for two items found under the Accessories menu and Accessories were to earn 9 miles per dollar. Cartera awarded 4320 miles to my account on February 10 as they should, but on March 6 they subtracted the miles from my account, despite meeting ask the terms to receive the airline miles (see the first two lines on the attached screenshot). The order was NOT cancelled or modified in any way after placing the order online and the two items were NOT returned. I would like Cartera to award the miles again or I will be taking Cartera to small claims court for $864 (******** awards 5 miles and loyalty points per dollar for airfare, so 4320 / 5 = 864).

  

  Business response

  03/22/2024

  Thank you for reaching out, it looks like we are currently researching why this order was removed from your account.

  We will follow up through the open case in our system.

   

  Thanks,

   

  ******

  Manager, AAdvanage eShopping

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: AAdvantage eShoppingSM - Inquiry # ******** - Thread # [ref:!00D3006Gow.!5005x01t2yo1:ref]It's been over five months since the shopping happened, yet no miles have been posted. After a lengthy wait and back and forth communication, they simply said it was not track and thus ineligible, without providing any proof -- this is fraudulent practice. Please issue the miles owned to the shopping trip.

  

  Business response

  03/18/2024

  Thank you for reaching out.

  We will reach out before close of business tomorrow with a resolution through your open case in our system.

  We appreciate your patience.

   

  ******

  Manager, ************* AAdvantage eShopping

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Many false promises of airline reward miles (or "points) for utilizing site's referral links. Bona fide transactions not honored. Rationales for denial provided by Cartera contradict various merchant's. Fulfillment mechanisms either very unreliable or intentionally fraudulent.

  

  Business response

  02/23/2024

  Thank you for reaching out.  I did look through your cases and see that we have two case with very large Zoro Orders. These orders will have to go to the merchant for research.  They are both very large and we must receive commission for these orders to post.

  Both orders posted and then were reversed by the merchant.  We will follow up with you through our CRM.

  Case ******* and 1571031

  We appreciate your patience.  Please take the time to review our terms found here: aadvantageeshopping.com/terms____.htm

  Thanks,

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

  AAdvantage eShopping, Manager

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #B3267825SXFN001 on 02/02/24 for $806.94 through ************************************ under my AA Account *******. The promotion was for 12 miles per dollar spent. I have filed numerous missing miles reports through AA and have not received a response from the vendor or proper mileage credit. I believe at a minimum I am owed ***** loyalty points / miles for this purchase. I also have verification from AAdvantage shopping that states "We see you made a purchase at ***** Steaks through AAdvantage eShoppingSM So what happens next? We will review your order for eligible miles and send you a confirmation email when your miles have posted to your shopping account. This usually takes 3-5 days. Thanks again for shopping with us.Reviewing order #B3267825SXFN001 placed on 02/02/24 for $806.94"

  

  Business response

  02/19/2024

  Thank you for reaching out through here.

  We are working on your case:  *******. We will follow up through the case as soon as we have more to share.

  We appreciate your patience.

   

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

  Manager, AAdvantage eShopping

  Customer response

  02/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have submitted numerous requests for mileage credit long before 2-19-24 the date of filing this complaint. AAdvantage Shopping  administered through Cartera Commerce, Inc. has had ample opportunity to correct this issue and their response of "we are looking into this matter" is completely and totally non responsive and not acceptable. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  02/20/2024

  Thank you for the information regarding tracking.

  That notice is only an order placed notification.  It is letting you know we see that you took an action on our site to place an order.

  This notice is not a guarantee of reward.  

  We are working on your case, we did reply yesterday and we will be in touch soon.

   

  Thanks,

   

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

  Manager, ************** AAdvantage eShopping

  Customer response

  02/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The assertion that there isnt a guarantee of a reward after being sent confirmation via email via AAdvantage shopping following the $806.94 purchase I made from ***** steaks through the aadvantage web portal not only is dishonest but it is absurd. I made a second purchase days later in the exact same manner also from ***** steaks and did receive mileage credit for a different order as had been the case for every purchase previously made. Not only is this poor customer service, but provides abundant evidence as to why American Airlines should hold Cartera accountable for these inappropriate business practices. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A little about the company - The AAdvantage eShopping? program (the "Program") and website are owned by *********************** ("American"), and managed and operated for American by Cartera Commerce, Inc. ("Cartera Commerce"). The Program enables members of the American Airlines AAdvantage program to earn AAdvantage Miles ("Miles") for qualifying purchases made through the website, located at www.aadvantageeshopping.com (the "Site"), and with participating off-line merchants.I signed up for ATT **************** through their site when they were offering around ****** American Airlines points. According to their terms and conditions, they were supposed to post the points within "1-2 business days" but I haven't received any points. The order was originally submitted on Nov 5th, 2023 and even after 2.5 months, I'm still waiting. They won't respond to my emails either so I'm relying on you guys to get this sorted out.The order number for the account is ********* **** Internet Order #**-69949539762**94 AAdvantage eShopping - Inquiry # ********

  

  Business response

  01/30/2024

  Thank you for reaching out.  I have researched the case in question.  It looks like there is a bit more time, Feb 7 before the merchant will take a look at your order. 

  Terms for this merchant are: Rewards not eligible on: Free products, trials, services, memberships, subscriptions| Purchases made with coupon or discount codes not found on this site| Purchases made with a gift card| Gift cards| Gift certificates| Cash equivalents. Special terms: Please note that this merchant can only research missing rewards after 90 days past the order date. Only eligible on AT&T Internet, Fiber Internet and DIRECTV

  Terms are clear, 90 days.  

  Please reach out to us through the open case we have for you if the order does not post after February 7.

  We appreciate your patience.

  ******

  Manager, Customer Care

  AAdvantage eShopping

   

  Customer response

  01/30/2024

  1/30 - ***************** - I have attached a screenshot from their site where it shows that the posting time for this reward will be 1-2 business days.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Saad

   

   

  

  Business response

  01/31/2024

  The terms indicate typically.  Members can also buy items that do not require a time frame, per the terms I sent you.

  We cannot research until the required time has passed if the order has not posted.  This merchant will also not send any commission, which is required to post to member's accounts, until the required time has passed.

  We do appreciate your patience.

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

  Manager, Customer Care

  AAdvantage eShopping

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have not received *********************************************** my Southwest Shopping account. I submitted a missing points inquiry on 12/14/23 that included the receipt Lego emailed me.On 12/18/23, ***** responded and said I did not receive the reward points because Lego deemed the purchase ineligible according to the terms found on the Southwest Shopping website. ***** requested I upload the e-receipt using the link provided, if I felt this was an error. I uploaded the e-receipt because nothing about this purchase violated the terms on the website. This was a Lego set and not a subscription, ticket, gift card or gift certificate. There were no coupons or discount codes used and it was shipped to the US. After no response, I submitted a 2nd inquiry.After no response, ************************** directed me to submit a 3rd inquiry. This inquiry included the e-receipt and ********************** response, which contradicts ***** saying that Lego deemed the purchase ineligible. According to Lego, While we do have partnerships to incentivize purchases from LEGO.com, we are unable to provide any authorization or denial for earned points in a partner's rewards system.On 01/18/24, ***** responded and repeated the previous request from 12/18/23. Im extremely frustrated because the e-receipt has been uploaded 3x. After uploading the e-receipt and no response, I submitted a 4th inquiry on 01/23/24. Again, no response.All 3 emails I received from Lego, which include the order and shipping confirmation and the e-receipt, have been uploaded to Southwest Shopping and this BBB complaint. You should notice my account shows the order was tracked on 11/26/23 and my order confirmation email shows it was received from Lego on 11/26/23 at 11:46 PM, but the order date in the body of the email is 11/27/23. The order date on the shipping confirmation and e-receipt also shows 11/27/23. Please research the purchase and deposit the 840 points I earned into my account.

  

  Business response

  01/29/2024

  Thank you for reaching out.  

  We will follow up through the case we have open in our CRM for you before end of day today.

   

  Thanks,

  ******

  Manager, ************** Rapid Rewards Shopping

  Customer response

  02/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am missing AAdvantage Eshopping miles/points from orders dating back over 2 weeks. *********************** order 01/09/2024 order # c7964766406 In addition I should receive an additional 500 miles and points as this order was submitted during bonus period that ended 01/15/2024. I have sent numerous email, I sent replies with all requested documentation and yet I have still heard nothing

  

  Business response

  01/25/2024

  Thank you for reaching out.

  It looks like ******* working this case has replied today.

  We do appreciate your patience.  Please know that orders that need research with the merchant have a 15 day wait period from the the transaction date.  This is to make sure we are not duplicating efforts.  Most orders do post in 2-3 days, however, it can take longer and if research is needed it can take up to 8 weeks for a resolution. 

  We do outline this in our terms of use found here: *********************************************************************************************************

   

  Thank you,

   

  *********************, Manager Customer Care

  AAdvantage eShopping

  Customer response

  01/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have furnished all documentation they have asked for. In addition I am traveling on Tuesday 1/30. The missing points miles would have put me in a higher status. This needs resolved asap. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  01/26/2024

  Thank you for reaching out.

  The order is pending to post and orders are being worked on.

  Once it is resolved, we will be in touch.

  Thanks,

   

  ******

  Manager, Customer Care

  AAdvantage eShopping

  Customer response

  01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This whole mess has impacted my travel status. The order from *********************** was 1/9/2024 orders that were placed after that are showing. In addition I am missing multiple other transactions. If you guys were operating the way you should my travel commencing 1/30/2024 on AA would be earning me miles/points at a higher loyalty status. Loyal customers should not have to go to the lengths I have been forced to go to in order for them to receive points/miles they earned. I would expect compensation for the travel conducted under a lower loyalty status.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hereby submit a formal request regarding the American Airlines miles accrued as a result of transactions made through the Cartera eshopping. More precisely, I am soliciting an expedient resolution to the inquiry denoted by the number cited below.Inquiry # ******** (Lululemon Order c55959639756 placed on 12/30/2023 for $498.00)Inquiry # ******** ******************** WN00003608491 placed on 12/31/2023 for $2690.00)Inquiry # ******** (Lululemon Order c56021010668 placed on 12/31/2023 for $566.00)Inquiry # ******** (Lululemon Order c56054458940 placed on 12/31/2023 for $646.00)These transactions have been tracked and are presently listed under 'recent store visit' within my account. However, it appears that Cartera's distribution of earned miles for these orders has been unduly delayed. It has come to my attention that orders placed on the same day, via the same device and procedures, yet of lesser monetary value, have duly received their awards promptly. However, it seems there is a discrepancy in this practice for orders of higher monetary value, for which Cartera has not remunerated the equivalent miles forthwith.In the spirit of fair and transparent operations, your prompt attention and immediate resolution of this matter would be greatly appreciated. Thank you for your time.

  

  Business response

  01/22/2024

  Thank you for reaching out.

  We will review the cases you mentioned in our system and follow up accordingly.  We will follow up through our system. 

  Thanks for your patience.

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

  Manager, ************** AAdvantage eShopping

  Customer response

  01/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I kindly request that you provide an estimated timeframe during which I can anticipate being contacted. Additionally, I seek clarification regarding the apparent discrepancy in the processing time between orders of higher monetary value and those of lesser monetary value. This perceived delay in service delivery could be construed as inequitable practice. As my queries have yet to be adequately addressed, I assert that this inquiry should remain open until resolved definitively.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  

  Business response

  01/24/2024

  Thank you for reaching out again.

  We are taking a look at your cases.

  Please review our terms found here: *************************************************

  
  

  Please make sure to review the terms in regards to merchants.  We do say it can take up to 8 weeks to resolve.  Our site also indicates that most orders do post in 2-3 days.

  We will take a look at the cases you listed in your previous correspondence and follow up through the *** we use.

  Thanks,

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

  Manager, ************** AAdvantage eShopping

  Customer response

  01/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I acknowledge and appreciate your timely response to my previous correspondence. I am cognizant of the SLA)and the processing times stipulated in the Terms and Conditions. Nonetheless, my inquiry centers on the justification for considerable variations in the processing times for orders submitted on the same day, seemingly predicated solely on the monetary value of the order. I kindly request a direct response to this query, as it is for my personal understanding and will significantly influence how I approach order placements in the future. Thank you!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 10, I made a reservation with Viator using the AAdvantage shopping link which promised extra miles to use the link for the booking. I paid $1029.90 to Viator and was promised 9 miles / $ spent to be credited to my American Airlines account within 10 days. Its been over a month and I still havent received the credit. I have reached out to AAdvantage shopping multiple times via email, but still no resolution. Id like to request that the miles are credited ****.

  

  Business response

  01/18/2024

  Thank you for reaching out.

  I did research the case we are working on for you, #*******.

  This order is in the research process with the merchant, it was entered on January 8.  It has not been resolved with the merchant and it can take up to 8 weeks.  Please review our terms of use found here:

   

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

  We outline research and how long it can take.  We cannot push this any quicker with our merchants.  We will follow up accordingly during this process.  Please keep in mind that eligible orders must receive a commission from the merchant for rewards to post to your account.  

  Thanks for your patience.

  ******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, i am platinum pro aadvantage member M2HU640. All my transaction at aadvantage shopping portal since 1 december 23 until now only got email your order has been tracked at x** and show at recent store visit but no miles credited to my account. My transaction from multiple store so it looks like not the merchant has a problem but you. Already emailed them to fix my account so the miles automatically credited like usual but no response. Here my order number that still waiting the miles to credited into my account iherb: #*********, *********, *********, *********, *********, ********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, *********, ********* Vitacost: #*********, *********, ********* *******: #********, ******** Right now i am using ******* shopping portal and asia miles portal because its normal there.. Please fix my account and credited the miles into my account. I can show you every receipt and email that my order already tracked (half of them i already request missing miles from the website), but the most important please fix my account so it can be automatically credited like before

  

  Business response

  01/17/2024

  We appreciate your patience.

  We are still working the cases you have submitted.

  We will follow up through the cases in our system as soon as we have an update.

   

  Thanks,

   

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

  Manager, AAdvantage eShopping, Customer Care

  Customer response

  01/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ok i will wait, and while you work on my order can you tell the team to work on my account too what happened suddenly my aadvantage account cant accruing miles automatically since december until now (******* and united shopping portal works well only aadvantage has this problem). I already submit ticket from your website but no response at all its already 17 days. 

  Ps: if its because vitacost cancellation, you need to know that vitacost suddenly change their system for example like last year after i placed an order more than 4 times within 60 minutes their system will automatically cancel all the order placed. Then around 6 month ago its change order more than 3 times got cancelled, and last month change again order more than 2 times got cancelled.. So how i am suppose to know they change their system (i order many times because they limit the quantity for each order). 

  And for the iherb cancelation sometimes because i need to add some items. 

  but all of the cancelled not showing in my activity because it cancelled immediatelly after i am order so i think its not because of that

  From the first i am join aadvantage i am not use any single miles, so you can freely deducted from my account if there is any mistaken miles credited to my account. 

  Thanks i hope the team can fix my account so it can automatically get miles like before. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cipto

   

   

  

  Business response

  01/22/2024

  We will follow up through the case we have open once we have resolved.

  We appreciate your patience.

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

  Manager, Customer Support, AAdvantage eShopping

*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. ↩