ComplaintsforNational Consumer Panel, LLC

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After being a member since 2010 thy now dropped ** out of the blue. I talked to the supervisor ******. She said they sent out 2 warning emails which I never received because they sent them to an Email I no longer have. I can still sign into my member page which I uploaded to you and it says I am a Hall of Famer. She said there were people in our area that have submitted more.Here is what someone else had to say about the company ************** August 25, 2021 by ***** from ************* ************ dropped me out of the blue after being in the panel for several years. When I asked why they dropped my account, they said there was too many other people in my area. I had just scanned my groceries 2 days before and got credited and then they dropped me. I also had a lot of points built up and had been doing the surveys also. I was close to picking out a gift, only **** points away and could have made this by the end of the year. This was very aggravating. They claimed once I sent the scanner back in, I would be able to login back into the website, and pick a gift card. I don't know why they would allow someone to access their site again once their account had been terminated, doesn't make sense. Also, I tried to get them to have the owner or president of the company to call me back, ***************************, and so far she hasn't. They also didn't call me or leave a voice mail message either about dropping me from the panel. Beware of this website. All of their emails seem like generic emails and several of them are not monitored either.

  Business response

  03/14/2023

  We confirm ****************** has been an NCP panel member since 2010.
  
  Through recruitment and regular communications, all NCP panel members are regularly informed of the requirements of panel membership --specifically submitting UPC barcoded data.
  
  ****************** was participating regularly and providing enough UPC barcoded data to meet membership requirements. 
  
  However during the calendar year of 2022, ****************** provided only $80 of UPC coded purchases.
  
  The messages that ****************** would have received had NCP had his correct email would have clearly indicated the importance of sending us UPC barcode data and that he was failing to submit the minimum.
  
  At this point, we are offering ****************** the opportunity to rejoin NCP with his current points total as long as he provides the purchase data required to maintain his membership.  If he does not do so, his membership will again be terminated. 
  
  We will send all correspondences to the address indicated in his BBB complaint --  ******************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing about 3 related issues regarding participation in National Consumer Panel (NCP) of which I have been a member for 7 years. FIRST: I was selected to participate in a consumption diary study from 9/13/21 until 9/19/21. Per the terms, I was required to report consumption occasions on at least 4 days in exchange for a $25 Amazon gift code. I completed the study, but never received any further communication or the gift code. I contacted ********************* on 10/4/21, and have sent several follow-up emails, but have received no response. SECOND: on 6/22/21, I received an email offer from NCP stating that for the next five weeks, for each week I transmitted by the end of Saturday, I would receive a $5 Amazon gift code the following Monday. I fulfilled the requirements each week of the period, expecting a total of five $5 Amazon gift codes, but only received gift codes on 6/28, 7/12, 7/19, and 7/26. I did not receive a gift code on 7/5, despite sending a transmission on 7/3. I contacted ********************* on 7/26/21 about this, and after exchanging several messages I was asked to send proof of the transmission. I sent this in a screenshot attachment and then as a PDF attachment, on 8/27 and 9/27, respectively. Since then, I have received no response. Also note I have sent in further inquiries to ********************* asking for help with BOTH outstanding issues but have not received any substantial response. THIRD: due to the above issues I have had with NCP since June, I stopped transmitting as frequently. (I notified support of this in one of my emails but did not receive any response). As a result, on 10/26/21, I received an automated email stating I would be removed from the panel unless I transmitted before end of day 10/30/21. Thus, I made a transmission on 10/29/21. Nevertheless, on 11/1/21, I received an automated email stating that I was removed from the panel. Because of the transmission on 10/29, I should not have been removed from the panel.

  Business response

  11/05/2021

  We have spoken with ************ directly in regards to his complaint. We do apologize for the internal confusions that delayed incentive payout.
  
  As of November 3, 2021, all Amazon.com codes have been provided and his panel member account reinstated.
  
  We thank ************ for his understanding and look forward to continuing to have him as an NCP panel member.
  
  If there are any additional questions or concerns, do not hesitate to contact us.
  
  Warm Regards
  NCP

• Initial Complaint

  08/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Father is a member of this company over 25 years and myself over 20. For the last four or so years, weve had tremendous problems with his account. He has received emails from them, able to do surveys but anytime he wants to cash in his points to get anything all of the sudden he cant access his account. He is 87 years old and doesnt want to keep doing this if theyre not going to allow him to cash his points in, which of accumulated well over ******* points. Hes made phone calls, sent emails and has tried everything to be in touch with customer service and when he finally gets a real person they dont resolve the problem. And even when we thought recently, when I got involved, they lied and didnt do what they said they were going to do. They took all these points out of his account and I was told I was going to get the gift cards, but only received one $10. This is unacceptable and and the excuse of the world today is not true because weve been dealing with this for years.

  Customer response

  08/23/2021

   What are the recent correspondence through email which had zero resolve. They constantly tell you to call a number if youre not happy but when you do call that number youre put on perpetual hold. Then when you get a live person which has been done many times recently, they will tell you that theyre fixing and theyre doing an adjusting, you disconnect the phone call and its never done. I even elevated it to what they referred to as a manager *************** who was incredibly nice and spent over an hour on the phone with me.  We thought the issue was  somewhat resolved but then unfortunately realized not at all that only got a snippet of what was owed to  my dad. Prior emails I dont have available because they are in his iPad which is on the *****. Ive been completely involved the last two weeks. And as of this morning they still have not sent us what were entitled to nor have they responded to the three emails I sent them. I did try to call today but the wait time was too long. Sometimes you wait and then it disconnects you. They are very quick to tell you theyre working from home, we all are including myself, but thats not an excuse. When I asked the manager why somebody doesnt call back if theyre helping you with a problem for over an hour she said they cant really dial out.  Zero follow up.  Again very nice people constantly apologizing and making you feel comfortable and confident but then they do nothing so I feels like a wolf in sheeps clothes.

   

   

  Business response

  08/24/2021

  
  Thank you for bringing this matter to NCP's attention.
  
  We have corresponded with ************************ regarding her father's (*******************************) NCP panel membership and the issues she outlined.
  
  Below is a synopsis of the outcome:
  
  - NCP confirmed via our internal application that all e-gift cards ordered were sent to the email address on file for *************************** father's  account.  
  
   - NCP sent the reissued e-gift cards today, and confirmed receipt by ********************** and his daughter, ************************.
  
   - NCP provided additional incentive points to **********************' account as an acknowledgement of the difficulties obtaining resolution initially.
  
   - NCP provided the support contact information and access to a senior member of the team for future assistance.
  
   - ************************ indicated satisfaction with the outcome of her father's issue.  Both ************************ and her father indicated their intent to remain with NCP as panel members.
  

  As a similar complaint was filed directly by Mr. *********, we will reply to that one as well with a similar explanation.

  
  If the BBB has any additional questions, please do not hesitate to contact us.
  
  Regards
  *******************
  National Consumer Panel

  Customer response

  08/25/2021

  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

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a member of the national consumer panel for over 25 years. I am almost 87 years old and have accumulated over ******* points. Over the last several years I have tried to utilize my points for Amazon gift cards. I repeatedly have been shut out of my account. It will say that my password is not valid when it is. I have sat holding on a phone for more than an hour to get somebody finally that does zero for me. I have sent numerous emails. Finally involved my daughter to assist me and after her many phone calls, including management, we thought it was rectified. They told us that we could cash our points in slowly and then after 30 days continue. We were able to request for gift cards but yet only received one $10 Amazon card. But yet the points have been removed from my account. Subsequently for the last seven days we have done nothing but send email after email with no response. I am angry and Im upset and I want what is mine. And this started pre-Covid, no excuse.

  Business response

  08/24/2021

  Thank you for bringing this matter to NCP's attention.
  
  We have corresponded with ********************** and his daughter ************************ regarding his NCP panel membership and the issues they outlined.
  
  Below is a synopsis of the outcome:
  
  - NCP confirmed via our internal application that all e-gift cards ordered were sent to the email address on file for **********************' account.  
  
   - NCP sent the reissued e-gift cards today, and confirmed receipt by ********************** and his daughter, ************************.
  
   - NCP provided additional incentive points to **********************' account as an acknowledgement of the difficulties obtaining resolution initially.
  
   - NCP provided the support contact information and access to a senior member of the team for future assistance.
  
   - ********************** indicated satisfaction with the outcome of the issue.  Both ************************ and her father indicated their intent to remain with NCP as panel members.

  
  
  As ************************ filed a complaint pertaining to the same issue, we have replied to that as well with a similar outline.

  
  
  If the BBB has any additional questions, please do not hesitate to contact us.
  
  Regards
  *******************
  National Consumer PanelTell us why here...

  Customer response

  08/25/2021

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

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