ComplaintsforE. & J. Gallo Winery

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***** Gallo Winery owns BLACK BOX. Went to redeem my ****** BLACK BOX rewards points for BLACK BOX PLAYING CARDS ****** POINTS & saw my rewards points total stood at 0. I telephoned BLACK BOX on June 19, 2024, spoke with Representative ***** regarding the fact that my BLACK BOX rewards points stood at 0, not even giving me credit for the activities that I had done since October 2023 which should have been ***** from October 28, 2023 to May 1, 2024. Prior to October 28, 2023 rewards points total was 11,5000. ***** stated this was not right department, she would have to send it to ******** would receive an email back. I received no email back. I checked my BLACK BOX rewards points again today, June 21, 2024 & my BLACK BOX rewards points still stood at 0. I telephoned & immediately asked ****** for a Supervisor and was told she wasn't available, had ******'s word that a Supervisor would call today in which I replied it was Friday, 2:30 my time and that it wasn't going to happen. She did not ask for any of my information other then me stating my name, but yet she was able to state that it was forwarded & that they were still waiting on a reply. Told ****** it was her decision, up to her on if I spoke to a Supervisor or I was going to file a complaint with the Better Business Bureau. I ended the call. BLACK BOX website states, "Points earned as a member of Black Box Rewards will expire after 365 days of inactivity. To avoid losing your points, simply perform at least one activity in our Earn Points section each year. Members within the Platinum tier have an added benefit of points never expiring." Attached photographs proving I performed Poll and Surveys from October 28, 2023 to May 1, 2024 which would secure my total rewards points from May 15, 2023 onward, total of ****** not ***** which appeared on my account after the last complaint call today. Requesting BLACK BOX PLAYING CARDS or BLACK BOX TOTE BAG sent to settle and I'll part ways with BLACK BOX. Thank you.

  Business response

  06/26/2024

  Consumer contacted us on 6/19/24 Stating her Black Box rewards points had expired.  She said she was aware that she needed to do certain activities (refer a friend, follow on ********* etc.) to keep her points active and said she had completed several activities. The representative informed the consumer she would need to reach out to another department to confirm why the points expired and restore them as necessary.  The representative gained agreement with the consumer to email her with a resolution.  The representative then reached out to our third party Black Box rewards partner.  

  on 6/21/24 - we received an email response from the rewards partner explaining why the points had expired.  Below is the response we received: 
  
  Hi team,
  
  They haven't performed any eligible activity towards the reset of points expiration. Last activity was performed actively by them in May 2023. I will be sending over a document next week which will elaborate this point in detail.
  
  Thanks,
  
  The same day 6/21/24 - the consumer called and immediately asked to speak with a Supervisor.  The agent asked to get the consumers call back information and have a Supervisor return the call.  The consumer would not agree to have the supervisor call back.  She was quite adamant that no one would call her back.  She then shared with the representative that she was upset she had not heard back from anyone yet (the 19th Wed. and the 21st was Fri.). She explained to the representative again that she had completed the appropriate follow up activities to keep the points active. She continued to get more upset as the call continued.  The representative was not able to transfer calls at the time due to a technology issue, but did not explain that to the consumer.  The representative continued to apologize and the consumer would not agree to let the Supervisor call her back.  The consumer told the representative that she either transfer the call to a Supervisor or she would reach out to the BBB - it was up to the representative.  At one point the representative did respond in a defensive manner and the consumer ended the call.  
  
  6/21/24 - The Supervisor did call the consumer back, but reached her voicemail.  She left as voicemail letting the consumer know we had reinstated 5500 points as a good will gesture that she has earned from the past year. The other points have expired. She has been carrying over the remaining points since 2022.  She also explained that the activities she could do to keep her account active and only would need one of these: upload a receipt, share on ********* follow on IG, share feedback and invite a friend.  
  
  06/25/24  - Consumer called in stating that she has missing points that have not been reimbursed and she has reported us to the better business bureau. Consumer stated that if we send her a deck of cards or the tote bag that will compensate the lost points and this will make things right with her. This was approved and the Supervisor made arrangements to have a deck of cards sent to the consumer.  

  06/25/25 - Representative called consumer and left a VM letting the consumer know we will be sending her the deck of cards.   
  

  6/25/25 - The BBB contact was forwarded to me.  I reviewed all calls associated with the case. I then called the consumer.  I let the consumer know with consumer know I was in receipt of the BBB complaint.  Also let her know I have reviewed all of the phone calls and apologized that we had not met her expectations. I thanked her for the feedback and assured her we consider it a gift and would use it to improve our service for others as well.  I let her know we would restore her points and that I was sending her a little something extra from the Black Box team as well.  She was very kind and grateful for the follow up and for restoring her points. She said she was overjoyed with the response.  I will have follow up to make sure we have restored the total 1800 points (5500 of which were already updated).  I sent her a follow up letter and a gift from Black Box today (6/26/24).   
  

  
  

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

*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. ↩