Complaints

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:11/16/2023

  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.

  11/16/23 Update: I'm able to get in the app now, however, I tried to redeem my points again today and the gift cards were sold out before 1:01 pm. It looked like the redeem button would work, but I got an error when I clicked on it. This company is a fraud! I have been a Drop customer for years and never had issues redeeming points for gift cards up until earlier this year. My experience is the same as all the other complaints listed! This problem has happened since June or July with nothing but empty promises and no resolution. Back in March or April 2023, I redeemed a $50 gift card, however, I never got it. I wrote email after email checking on the status.Finally, I received an email in July saying that I was getting the points I originally redeemed back into my account with an extra bonus of ***** points. This email stated they were changing their redemption process and now we would only be able to redeem points 1 day a week on Thursdays at 1 pm EST., however, since then, the app crashes, doesn't open or the gift cards are sold out within seconds after 1 pm.They have a "reminder" that you can sign up for that doesn't work. The company responds to emails with a generic lie that tells you that people are able to redeem points, but with the number of complaints that are coming through, it's doubtful. Reading the complaints and response from Drop is like a broken record and it's still happening as of today,10/31/23. I can't even open my app now to access my account. I've deleted it, re-added it, and still can't get into the app! This is beyond ridiculous and this company should be held accountable for paying out the money they owe their customers. They are full of lies and empty promises. If they truly were doing the right thing, they would've honored the gift cards that customers purchased instead of giving us points back that we can't even use. It feels very dishonest,crooked, and unethical to run a business like this, The app won't even open now!!

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  After receiving the error in the app, I checked my email and I was awarded a $25 gift card even though I did not get a confirmation in the app. I am closing this complaint and will open another one if I dont get the remainder of my funds. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/15/2023

  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.

  Drop changed their policy because of self attested financial issues. They said they had recovered and fixed the problem but they have made gift card redemption a thing of the past. I have $255 in points from linking and giving the app access to my credit card info and shopping through the app, that I am unable to access. They have misled their users.

  Business Response

  Date: 11/23/2023

  Hi there,
  
  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  

• Initial Complaint

  Date:11/14/2023

  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.

  They are now a scam company. Before you could get gift cards and now its literally impossible but they will continue to profit off your data while its a race against 5 million user to get the limited offer gift cards at a specific card. You sign up for a rewards app not a lottery or raffle app. stay away

  Business Response

  Date: 11/23/2023

  Hi there,
  

  First, we want to assure you that we are not now, nor have we ever been a scam, a bait and switch company, or the like. We are a legitimate loyalty company offering gift cards in exchange for points which can be earned through shopping with specific brands. Thousands of our members have been able to redeem their points for gift cards since the new redemption process went into place and all of those gift cards have been successfully delivered to their rightful owners. 

  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  

  
  

• Initial Complaint

  Date:11/13/2023

  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.

  Drop App used to be great. I link my cards they sell my data but I get to earn points as a rewards. Then I could use those points to earn gift cards. They have since changed their reward model and now offer "weekly gift card drops" all of which are a scam. They say log on at 12:00 and gift cards will be available, for the last 10 weeks in a row i have logged on and he app has crashed and when im finally able to get in all gift cards are sold out. I have also logged on at 12:00:01 and gift cards are already sold out.At the end of the day this is a scam as you link your cards with the promise you earn rewards and can easily cash out for gift cards. you can never redeem any gift cards so they are false advertising and a scam.

  Business Response

  Date: 11/23/2023

  Hi there,
  

  First, we want to assure you that we are not now, nor have we ever been a scam, a bait and switch company, or the like. We are a legitimate loyalty company offering gift cards in exchange for points which can be earned through shopping with specific brands. Thousands of our members have been able to redeem their points for gift cards since the new redemption process went into place and all of those gift cards have been successfully delivered to their rightful owners. 
  
  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  I have accrued points in the drop app which equate to a $100+ value and it has been almost impossible to exchange them for gift cards which is the whole purpose of this app. They will say the gift cards are sold out and you have to wait a week for them to get more. Ive scheduled to enter the app at the communicated time every week and receive the server timed out or gift cards sold out error again and again. This was after they failed for produce $100 gift card I had redeemed points for at start of the year and then returned the points to me (and no gift card) despite stating multiple times that the card was just delayed. Now it appears I wont be able to collect that amount or future amounts owed, despite them continuing to sell my information. I built the points over the course of a year by committing to the required activities of the app and they are failing to delivery as promised despite taking users information. I would just like my points paid out so I can cut ties from this fraudulent business!

  Business Response

  Date: 11/21/2023

  Hi there,

  First, I want to assure you that we are not now, nor have we ever been a fraudulent business, a scam, a bait and switch company, or the like. We are a legitimate loyalty company offering gift cards in exchange for points which can be earned through shopping with specific brands. Thousands of our members have been able to redeem their points for gift cards since the new redemption process went into place and all of those gift cards have been successfully delivered to their rightful owners.
  
  I apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease.
  
  I want to mention that we have indeed been sending out gift cards as promised. We have recently made improvements to the redemption process that allowed members to redeem their points while encountering fewer errors along the way. Along with this improvement, we also made the decision to reduce the amount of app pages that are due to load around the time of the gift card drop to ensure the load on our servers was not too much to handle. Both of these improvements worked and allowed members to redeem even faster than usual. As a result, our gift cards sold out and have continued to sell out in under a minute.
  
  We are continuing to brainstorm ways of ensuring more members will get gift cards with each drop, so please keep your eyes peeled for more improvements to come. As always, any major changes that go into effect will be communicated to the entire user base.

  In fairness to our other members, we will not be able to redeem your points on your behalf and send you gift cards as you have requested. Too many members have made this request and we simply do not have the manpower or the time to ***** each request at this time. I hope you can understand that we are just Support people, and the decisions made were not made by us and affect us as well.
  
  Thank you for your understanding. There is no further action required on our part or on the part of the member. Please consider this matter closed.

• Initial Complaint

  Date:11/08/2023

  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.

  Drop promised exchange of gift cards for sharing purchase information and have since blocked my ability to redeemed gift cards. They owe me 100$ of gift cards or other financial compensation.

  Business Response

  Date: 11/21/2023

  Hi there,
  
  I apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease.
  
  I want to mention that we have indeed been sending out gift cards as promised. We have recently made improvements to the redemption process that allowed members to redeem their points while encountering fewer errors along the way. Along with this improvement, we also made the decision to reduce the amount of app pages that are due to load around the time of the gift card drop to ensure the load on our servers was not too much to handle. Both of these improvements worked and allowed members to redeem even faster than usual. As a result, our gift cards sold out and have continued to sell out in under a minute.

  We are continuing to brainstorm ways of ensuring more members will get gift cards with each drop, so please keep your eyes peeled for more improvements to come. As always, any major changes that go into effect will be communicated to the entire user base.

  In fairness to our other members, we will not be able to redeem your points on your behalf and send you gift cards as you have requested. Too many members have made this request and we simply do not have the manpower or the time to ***** each request at this time. I hope you can understand that we are just Support people, and the decisions made were not made by us and affect us as well.
  
  Thank you for your understanding. There is no further action required on our part or on the part of the member. Please consider this matter closed.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair 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 trying to redeem my points for gift cards (as promised by the app - the SOLE purpose for using the app) for the last few months. They changed the redemption process to ONLY being able to redeem on Thursdays at 1pm ET. Like other users have mentioned, at each "drop," gift cards are again unavailable within 30 seconds to a minute. It's incredibly frustrating to know the app is making money from my data and not following through on the promise of the gift cards that have been earned. SHAME ON THEM for not coming clean and telling consumers that they're in trouble and can't distribute. Every week I approach the redemption with great optimism that THIS is the week that I will get lucky, and then am not surprised when very little time passes and I get nothing...again.

  Business Response

  Date: 11/23/2023

  Hi there,
  
  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  
  

  Customer Answer

  Date: 11/30/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/03/2023

  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 has been completely scamming people since SVB and first republic went under. They still earn money on peoples credit card data. I also unlinked my card and they were still tracing it per the app which is very convenient for them. They also completely stopped their gift card give away which they say they do but please read all the complaints on this channel. They dont. They are scamming their customers by saying that gift cards drop once a week but they probably have only a select few to give. Drop - have fun with the class action law suit thats in the works. You should be ashamed of yourself. You should be paying cash for everyones points.

  Business Response

  Date: 11/23/2023

  Hi there,
  

  First, we want to assure you that we are not now, nor have we ever been a scam, a bait and switch company, or the like. We are a legitimate loyalty company offering gift cards in exchange for points which can be earned through shopping with specific brands. Thousands of our members have been able to redeem their points for gift cards since the new redemption process went into place and all of those gift cards have been successfully delivered to their rightful owners. 

  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 

• Initial Complaint

  Date:11/02/2023

  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.

  Months ago, Drop changed their award redemption processes that included a 60 day delay from redemption to receiving the reward. At the time, we were told that it was for security reasons. It is now well known that it is because the company did not have the cash to pay out those rewards and it was a stall tactic. This summer they refunded those awards that we never received and tried to maintain good-will by giving a couple dollars worth of points as an apology. They then implemented a new reward system where they made a small number of gift cards "available" at a specific time each week and users just had to hope they got them. Initially, the app would crash and have long delays that were used as the explanation that no one seemed to be able to get those rewards. It has now been several months and I still haven't been able to use any of my points for rewards. I go in every week, watch it load and watch it give the "sold out" message within seconds of when they should have been available. Sometimes the page just doesn't load at all, other times I will get to the redemption page and click on a reward, only to then get an error message, followed by the "sold out". It also seems like they use a "verification of account" as a way to prevent people from redeeming rewards because I have verified mine several times and it only becomes an option during the "drop" period and then it is gone. I submit a ticket to customer service every week and either get no response or get the same form response of "we have a large number of people so not everyone can get one". I have over $120 worth of rewards that I doubt I will ever be able to use despite them getting all my data and other things that earned me these points. At this point it feels like straight up fraud.

  Business Response

  Date: 11/23/2023

  Hi there,
  
  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  

• Initial Complaint

  Date:11/02/2023

  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.

  Can not cash out for the gift cards weekly as advertised

  Business Response

  Date: 11/23/2023

  Hi there,
  
  A communication went out to all members affected by the gift card delay on Monday, July 17th, 2023. This communication confirmed the refund of all gift cards redeemed between April 3rd and July 17th. The job was successfully completed by our engineers and all affected members were refunded. This communication also confirmed that all affected members received a bonus for the delay we experienced. These bonuses have all gone out.
  
  We apologize that the new redemption process is not what youd hoped it would be. We are always appreciative of members who share their point of view on platform changes, so thank you for taking the time to write this. We are actively iterating on the gift card redemption process and are hoping to improve the experience for all members so they are able to redeem their points with more ease. 
  
  If you have any issues specific to your account, please kindly submit a support ticket to ******************** and one of our support agents would be happy to help you out.
  
  Please consider this matter closed, there is no further action required here either on our part or on the part of the member. 
  
  

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because Your app freezes or says no more gift cards are available within seconds of becoming available. There is absolutely no way to redeem weeks in a row. Poor business or system failure.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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