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:08/18/2023

  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 used to offer immediate gift card redemption after accruing points for shopping via links, linking your credit card, playing games, etc. Now the system has been changed to a once per week gift card redemption where the gift cards sell out within 1-2 minutes and you may only redeem $25 **** The app is slow to load at these redemption times and by the time you are able to get through, they are always sold out. It's a huge frustration to use the app fairly and to have to fight to get what you've earned. There is also a feature on the app that says it will remind you when the gift cards go live. I have never gotten this reminder. There is also no mention of how many gifts cards are available to redeem. Is it 5 or 500? I would like to know so I can either keep using the app or stop wasting my time on it.

  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. For internal matters related to maintaining organizational security, we're not allowed to specify the number of gift cards available, each week. However, 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:08/18/2023

  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, **** or ********************* Back App, has been launching fraudulent information to their users since near the end of March of 2023. Their business model of using their customers to buy through them and fail to provide their compensation has gone far too long. *** spent a collective over $2,000 in the years Ive used this app and recently I am owed over $50 in compensation Ive been attempting to redeem since March. It is now August, almost half a year has gone by where I have not been compensated as the business stated they were committed to providing me. The business has not tried to resolve the problem, only elongate the process as a means to appeal to their customers and try to keep us on their app. There isnt a specific tracking or order number because this business never let things get that far. The false advertising was seen on the app, where there were multiple promises made of redemption strategies that never came to fruition.

  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. 

  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.

• Initial Complaint

  Date:08/17/2023

  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.

  The drop app has changed its policy to a once a week lottery type gift card system. This has now become a scam as each week I have an alarm set, I get on and the app will not load, but miraculously at 1:04 it will pop on with ease and then say the cards are sold out. I have used this app, have points, but they are not holding up their end of the deal. They are scamming people out of their gift cards that they have earned per the app. I would like to get my gift cards so I can delete the app if this is how they are going to treat the people that use the app.

  Customer Answer

  Date: 09/11/2023

  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,
  

  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 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 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 result, our gift cards did indeed sell out and have continued to run out in under 2 minutes.

  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: 10/31/2023

  Hi again,

  First, I 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.
  
  I 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.
  
  As mentioned previously, we are brainstorming ways of ensuring more members will get gift cards with each drop, so please keep your eyes peeled for 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.

  Customer Answer

  Date: 11/02/2023

  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:

  I beleive the multitude of complaints made against your company prove otherwise that this is not a scam. This matter is closed because I have deleted my credit card from your app to not patronize your legit app anymore. 

   

   

   

   

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

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

• Initial Complaint

  Date:08/17/2023

  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.

  The app had started a new way of redeeming points and it's nearly impossible do it. I am not the one. I have seen hundreds of comments on social media of people complaining they are unable to redeem their points. I've tried to reach out to customer service and I get the run around. I also get asked to uninstall and reinstall the app because it might be holding on to code. What kind of app requires you to uninstall and reinstall several times throughout the week? Also, it doesn't do anything because here I am still without my gift card. I want my gift card.

  Customer Answer

  Date: 09/11/2023

  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,

  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.. 

  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. 

  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.

  Customer Answer

  Date: 09/29/2023

  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:

  After weeks and weeks of trying I have still not been able to redeem my rewards. When you contact the support email they don't really do anything to help at all. I want my girftcard so i can deplete my rewards. 

   

   

   

   

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

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

  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 [email protected] 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:08/17/2023

  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.

  Another complaint that Drop Technologies has refused to honor its own redemption policies, outlined in the terms of service for its app, regarding the redemption of points for gift cards, points being earned by allowing Drop to have access to individuals banking information. Drop continuing to access this information while not honoring gift card redemptions feels fraudulent. After an extended period of refusal to acknowledge customers inability to redeem gift cards, Drop now is attempting to make users compete in a lottery for redemption. This also violates their terms of service. After many attempts at the new "improved lottery" system, they are violating customer credit card information.

  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. 
  
  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:08/16/2023

  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 app promises gift cards as a reward for linking your card and shopping, however gift cards dont exist! They used to and now its a scam to track users credit cards. Ive gone through the reviews on this apps and thousands of other users are reporting the same scam issue as me. I reported it to customer service and they are ignoring all of us. They promise you have to get your gift cards at 1 PM every Thursday except the app coincidentally crashes at that time every Thursday and conveniently works again five minutes later when they say there arent any gift cards left. I have screenshots as proof with time stamps. Additionally, even on the odd chance it does work, the redeem button for gift cards disappears!

  Customer Answer

  Date: 09/12/2023

  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,
  

  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 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 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 result, our gift cards did indeed sell out and have continued to run out in under 2 minutes.

  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:08/11/2023

  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.

  I have been using the 'Drop' app for cash-back giftcards for years, but they recently changed their method for distributing giftcards and now only release them once a week (Thursdays at 1PM eastern time) and at the time of the "release," the app consistently glitches, crashes, or immediately changes to 'sold out.' After perusing Drop's instagram comments, tiktok, and reddit threads, there are 100s or ****s of people who have failed to get a giftcard. At this point, the company appears to be scamming individuals for data, promising points, and falsely claiming that gift cards are selling out or that the app is glitching instead of providing giftcards.

  Customer Answer

  Date: 09/05/2023

  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,

  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 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 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. 

  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:08/11/2023

  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 is a shopping app. I earned $162 in rewards and I have been waiting since April 2023. They keep apologizing and saying they are out of gift cards. Its been months.

  Customer Answer

  Date: 09/04/2023

  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,

  Thank you for reaching out. 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.

  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. 

  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.

  Customer Answer

  Date: 09/29/2023

  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]

   

  For the past 8 weeks I have been logged on before 10 am when gift cards are released and within seconds the gift cards are sold out and we are told to try again next week. I have over $185 in gift cards waiting to be redeemed. I have opened several tickets and no valid response from drop. They are getting paid by the companies when we use their links and provide our emails but we are not able to redeem. 

   

   

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

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

• Initial Complaint

  Date:08/10/2023

  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.

  Scam app that does not pay out! I have been a user of Drop since 2018, unfortunately in 2023 the app went downhill. There was an issue first where gift cards were not paid out, the people were told they would come within 60 days, this was a lie. Then Drop released a statement from the *** saying that things were all better now, pending points would be redeemed, and that you could redeem 1 gift card per week on Thursdays. Now that would be reasonable, if you could actually do so.It's been over a month since this change and every Thursday I am on and ready before 10am (gift card "drop" time in my time zone) and without fail the app will crash, not load a thing, and then conveniently be "sold out" of gift cards by 10:02am when the app finally loads without crashing. It doesn't matter if you are already in the app prior to 10:00am, or if you try to load in right at 10:00am, the same result occurs. If you contact support they simply don't care to assist. I have ****** points sitting in the app that I am unable to cash out since May 2023.So it seems that now Drop is a scam, they get your credit and debit info, purchase info, and the consumers of the app get absolutely nothing in return. This is unacceptable and I hope higher action is taken against this company! Avoid this app and anything run by this company at all costs!

  Customer Answer

  Date: 09/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Drop Technologies USA Inc. regarding complaint ID ********. I have also been unable to redeem my points for any gift cards, and I continue to experience the same issues that I had when I initially filed my complaint. 
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 09/26/2023

  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 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 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. 

  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.

  Customer Answer

  Date: 09/29/2023

  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:

   

  I tried again Thursday, September 28th 2023, to redeem a gift card. Once again I was met with the app freezing, then refusing to load. After a few minutes passed and the app would load again, all gift cards were once again conveniently sold out. This is the exact same problem that has been occurring since they "fixed" the system months ago and gave everyone their points back instead of just providing us with the gift cards we had already redeemed and were owed.

  If you take a look at the Drop app rating on the ****** Play store, you will see a disturbing trend of 1 star reviews since this change was first implemented. The reviews go into detail about people having the same issues that I am having, Drop is taking our card information, but not providing anyone with the rewards they promised in return. I am not the only person who is talking about this being a huge problem, and as a result of that, Drop's reviews have plummeted to a mere 2.5 stars when they used to be 4.1 prior to the gift card redemption being changed. 

  I stand by my original complaint, which still remains unresolved. This issue is not fixed.

   

   

   

   

   

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

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

• Initial Complaint

  Date:08/10/2023

  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 company bait and switched their users. We give them access to our financial transactions and in turn we earn points which upon signing up could be redeemed for gift cards at any point of time. This makes the user believe that they can bank up points and redeem for larger gifts in the future. They have since changed their policy and require their users to redeem their points only in $25 increments once a week by AND ONLY if they get into the app the moment the limited number of gift cards are made available. The servers used for this app are not sufficient for the influx of users during this time and it makes it next to impossible to redeem points which users have EARNED by giving up their data. I have over $200 which is owed to me and they are not making it available to me. This is similar to an employer saying we only have enough money to pay <1% of our employees this pay period, if youd like to be paid show up in the office at 11am on Thursday and fight with your coworkers to win the money. Drop needs to fix this policy and pay the money they OWE to their users.

  Business Response

  Date: 09/26/2023

  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 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 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 result, our gift cards did indeed sell out and have continued to run out in under 2 minutes.

  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.