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:09/06/2023

  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 did not issue gift card as promised. Instead refunded points after waiting over 90 days and now they say you can redeem a limited number of gift cards each week but their app crashes each week. They are silent on how many gift cards are available. No one on social media sites have been able to redeem any gift cards.

  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:09/05/2023

  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.

  Despite Drop saying that account points are redeemable for gift cards, the gift cards are only available for exchange 1x per week (Thursdays at 1pm ET) and sell out in less than a minute. I have been unable to redeem $50+ worth of rewards despite trying weekly for months. Since having significant issues following the collapse of ******************** I feel like this site has turned into a scam to continue to collect commissions on users spend while preventing payouts for accrued user points based on that spend.

  Business Response

  Date: 09/26/2023

  Hi there,

  Thank you for your message.

  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. 
  

  We want to reiterate 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 did indeed sell out and have continued to run 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.

  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:09/01/2023

  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.

  This business collects members bank data and members can earn points earned through purchases by app member companies, games and surveys. The main way to redeem the earned points is through using points for gift cards which for 7+ years was a straight forward process. Now, as of recent changes in 2023, its essentially impossible to redeem points for gift cards. This appears to be fraud perpetrated by the Drop App.I would like them to return to a redemption process that is fair for members.

  Business Response

  Date: 10/04/2023

  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: 10/11/2023

  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:

  Drop Technologies, has not responded to my complaint ID ********. The same problems that everyone is complaining about continue. 

   

   

   

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

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

• Initial Complaint

  Date:09/01/2023

  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 been a customer of Drop for a while and had provided access to my credit card transactions as well as have made purchases to earn points the company promised were redeemable for instant gift cards. However, this year, they stated they were changing the instant redemption policy and the gift cards would now take up to 60 days to receive. I had redeemed $100 during this time, and had not received anything. In June, the company released a statement that made it clear the 60 day delay had been a deliberate lie. The company had no intention of providing the gift cards, and had created the lie to buy time and avoid customer blowback. To appease customers, they stated the instant redemptions were returning and customers could redeem $25 per week, but that has also been a lie.Since "returning" to the instant gift card redemptions, Drop has put mechanisms in place to intentionally block customers from redeeming the gift cards they are owed. They state that gift cards will be released at 10:00 am on Thursdays. However, the application does not show any cards released (sold out from prior week), and then when refreshed enough finally shows they are sold out again for the current week. (photos attached) If you are lucky enough to somehow manage to a gift card redemption page, you receive an error when trying to redeem.This week, there was a countdown on the page to the release of the cards, and then when refreshed, was sold out again. I have contacted Drop at least weekly (usually several times in a week) regarding the errors and "glitches" and get the same canned response ("the cards are sold out this week, try again next week") that do not address any issues.I believe this is again an intentional ploy by Drop to avoid having to honor their commitments to customers. They have made the profits from selling our transaction data and getting referrals from the purchases we paid for, but they do not want to honor the agreed price to customers for those profits.

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 10/04/2023

  Hi there,

  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.

  The technical issues you faced were not intentional and every week we are working on improving the experience and fixing any glitches and errors that users might face. 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.

  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 with no issues. As a results, the weekly gift cards were sold faster in less than a minute.

  We are continuing to introduce new improvements 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. Thank you for your patience. 

  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.

  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 you’d 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: 11/28/2023

  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:

   

  
  

   This is the same cut-and-paste response I have repeatedly gotten from customer service. Returning the points and creating a system that then makes it impossible to redeem is not a solution, nor is it acceptable. I have tried virtually every week to redeem a gif card and am always told they are sold out, even right at 10am when they are supposed to release the new weekly batch. It is clear from the experience using drop that they have no intention of allowing members to cash out their balances earned, and only want to continue to mislead in promising eventual gift card redemption while continuing to profit off customer data. I have earned $175 from my activities on Drop, but they are actively blocking me from being able to cash it out with deception pretending that I'm just somehow missing available gift cards. I am on Drop before 10 to make sure I am on right as the cards drop, yet the app immediately resets from the cards being sold out for the prior week to them being sold out for this week. Drop refuses to give customers any information on how many cards are being released, I believe because the answe is 0. I have yet to see anyone online saythwy have been successful in redemption since the "new system". The fact that Drop refused to honor the existing obligations for those already submitting redemptions is very telling as to their intent as well.

  Drop must honor its responsibilities and allow members to FULLY cash out their balances in full if they desire, or allow one gift card per member guaranteed so that those wishing to cash out can do so. 

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/01/2023

  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.

  *** had this app for a couple of years now, and it was a wonderful rewards program. You could cash in Drop points and get gift cards for what was fairly passive effort. In exchange, the company gained access to your shopping habits for revenue. Like most other reward apps. Recently, Drop decided to improve its rewards structure. Instead of allowing you to redeem once you hit the appropriate number of points, you also now have to get on the app at exactly 1pm on Thursday afternoon to fight to redeem what appears to be 1 gift card. I have been attempting to redeem for weeks now in this new process, and the app will simply fail to load or delay you accessing the redemption section for a minute or two. The gift cards now sell out within 1-3 minutes, with it worsening each week, which is about how long it takes to get into the app at that time. The company has turned off commenting on social media and the support team essentially says to try harder or just doesnt respond. It has turned into a situation where they continue to gain financially from shopping habit information, but did a bait and switch with redemptions.

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business Response

  Date: 10/04/2023

  Hi there,

  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.

  The technical issues you faced were not intentional and we want to assure you that we are not now, nor have we ever been 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 as you've seen in the past couple of years. 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. 
  

  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 with no issues. Unfortunately, that resulted in gift cards to sell out in 1-3 minutes as you mentioned. 

  We are continuing to introduce new improvements 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. Thank you for your patience. 

  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.

• Initial Complaint

  Date:09/01/2023

  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.

  This business started off good. The idea and flow were great. I like not having to add receipts. However, since July, the new system is horrible. It certainly makes Drop feel like a scam.This business advertises to come on the app at exactly a specific time and specific day to cash out for a gift card. The app crashes or times out each Thursday. There is no real way to cash out. Im sitting with over 80k in points, unable to cash out anymore. If I close my account, I lose all my rewards, yet if I stay, Im still losing my rewards since the company is misrepresenting the possibility of cashing out. Id have better odds of winning the big lottery. Yes, I have contacted their support but unfortunately the staff gives the same copy and paste answers about try next week, or reinstall the app. Its just smoke and mirrors. Ever since these banking troubles the company stated early this year, the app has went to ****.

  Business Response

  Date: 10/04/2023

  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: 10/06/2023

  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 Answer Here]
  

  still can not redeem my points. Times the redemption period while on the page 4 minutes early and it was less than 20 seconds. This is fraud. Cash me out with a gift card or Ill be happy to start a class action lawsuit. 

   

   

   

   

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

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

• Initial Complaint

  Date:09/01/2023

  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 Technologies has made it impossible for users to redeem points for gift cards.On April 2023, I attempted to redeem my points in drop in exchange of $250 (5 x $50 gift cards). My requested as submitted successfully with an estimated delivery time if ***** days.In May 2023, I submitted a ticket to follow-up on the redemption, and received a message that the delivery time was ***** days. I followed up in June and in July, and received the same message.On July 12, the *** of Drop emailed members and admitted that ***** financial position was directly affected by a banking collapse. All drop points for previous requests were refunded and it was announced new redemption limits would be put in place - although no details of such limits were provided. As we've come to know, gift cards can (technically) be redeemed once a week (Thursday at noon), with a maximum of $25.Since this new process has been announced, I have attempted on several occasions to redeem my gift cards. The experience is always the same. At noon the system is unavailable and a few minutes later, a message says all gift cards has been redeemed.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

  Business Response

  Date: 09/26/2023

  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.

  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.

  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: 09/28/2023

  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 Answer Here]

  As shown in the attached email, in May I was promised the gift cards in ***************************************************************************************************************** April and, at that time, was assured they would be delivered. I am not asking for special treatment; I am only asking what was promised. If you are a serious business, please honor what you promised. 

   

   

   

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

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

• Initial Complaint

  Date:08/31/2023

  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.

  I've accrued ~****** Drop "points." In the past, I was able to redeem these points directly for cash or gift cards and quickly transfer them to my account. Recently, Drop changed this process and only releases a limited number gift cards at a specific time each week.A few weeks ago, I went to redeem my points for a gift card at exactly 12pm (the time in which gift cards were released). I was told there was an error with my redemption and it was unable to be processed. I submitted a help request to Drop's support team and was told that Drop "was experiencing loading issues and errors within the app due to a high volume of traffic."The next week, I returned to the app to redeem a gift card. At 12:02pm, all of the gift cards were "sold out." The following week, gift cards were again sold out at exactly 12:00pm. When I reached out to Drop support, I was given the same automated email that I received two weeks prior.Clearly, this is a scheme by Drop to not pay out to its customers. The company takes data from customers in exchange for "points" which have become worthless. It should not be scamming its customers like this. This is absurd!

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 09/26/2023

  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:08/31/2023

  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 offers points for online purchases. The company is running out of money and does not have capacity for those looking to redeem points.They no longer honor points previously earned and have made it difficult for people to redeem.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business Response

  Date: 09/26/2023

  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.
  
  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. 
  
  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:08/31/2023

  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's business model is to track our purchases and users accumulate points to redeem for gift cards after a certain amount. Before ******************* crashed, they were letting users redeem gift cards in increments of $25, regardless of the ************** could redeem as much as you wanted. I redeemed $100 worth of gift cards in April 2023 and was told I would receive them within 3 days. I reached out after 2 months and was told the timeframe for redemption had increased to 45 days. At this point, I was still owed my gift card. Months later they sent out notice that there was a freeze on gift cards due to their funds being tied up in the bank crash. After their financial issues were resolved, they started allowing weekly redemptions of only $25 at a time on Thursdays at 10 AM. It is virtually impossible to redeem a gift card, I have screenshots of the app at 10 AM and the drop is not open yet, and then at 10 AM the drop is over. I also have screenshots of the app glitching when I promptly redeem points and giving errors no matter how early I am in the app. I've complained to their customer service several times, with only a redirect to their FAQ page. They owe previous users who had outstanding redeemed gift cards prior to the bank crash, a refund of their gift card.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******************
  

  Business Response

  Date: 09/26/2023

  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.
  
  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. 
  
  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.