Complaints

This profile includes complaints for Catalina Marketing Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Catalina Marketing Corporation

  200 Carillon Pkwy Saint Petersburg, FL 33716-1242

• 

  Catalina Marketing Corporation

  525 Vine St # 2200 Cincinnati, OH 45202

• 

  Catalina Marketing Corporation

  525 Vine St # 2200 Cincinnati, OH 45202

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:12/28/2023

  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.

  On December 3rd, 2023 I submitted 3 ticket requests for a $5 Catalina register reward promotion that I was supposed to receive for purchasing 2 Lysol products that were tagged in store at my local Walgeens. I purchased a total of 6 items in increments of 2. As a requirement I submitted all evidence of the promotion and the proof of purchases that included photo images of the tagged promotion that was currently running in store til Dec 9th.On December 4th, 2023 *********** responded and said that they are currently researching my requested coupons and requested additional information clarifying the promotion which was already provided from the initial ticket request. Catalina then went as far to say that often stores tag advertise promotions prior to them being active, which is false. On December 5th, I rebutted and explained that stores don't advertise a sale IN STORE prior to them being active. For visual reference, ********* puts sales tags directly in front of sale items so that customers are aware of the current promotions. I also provided the information they requested a second time in the email thread. Unfortunately, the company has chosen to ignore me by not responding after communicating my concerns. On December 11,2023 I responded to the email thread again asking why I havent received a response to my problem and today December 28th,2023, I still have not heard a response.It is my perception that the Catalina Marketing Company is participating in false advertisement. I only purchased the products contingent that I receive a $5 manufacturers register reward. It was the Catalina Marketing Companys duty to fulfil their end of the bargain my supplying the Catalina register reward.The protocol is that in the event that the register reward doesnt print in store at the register, I am to put in a ticket online. I always provide the tagged promotion and receipts to receive credit, however this is the second time ive submited a ticket and gotten denied.

  Business Response

  Date: 01/04/2024

  Thank you for bringing these concerns to our attention. We appreciate your patience and understanding as we worked to address the issue raised in this BBB complaint.
  
  Upon receiving the consumers initial request through our website on 12/3/23 and the subsequent exchange of information on 12/4/23, Catalina Consumer Support thoroughly investigated the matter associated with the provided transaction ID and the promotion mentioned in the shelf tag. Although the promotion's start date was postponed until 12/7/23, Catalina Consumer Support acknowledged the consumer's evidence indicating the shelf tag was posted early and approved fulfillment in good faith to ensure the consumer was not penalized.
  
  Catalina Consumer Support initiated the fulfillment process on 12/5/23, and fulfillment was mailed to the address associated with this BBB complaint on 12/12/23.
  
  Regarding the consumers complaint about communication; once we approve fulfillment and start the fulfillment process, the ticket is closed. Once a ticket is closed,Catalina Consumer Support no longer receives alerts regarding communications that are associated to that closed ticket. This is done to maximize efficiency for all of our consumers to have their claims reviewed. We sincerely apologize for any communication lapse and are actively working to improve our processes to provide more clarity in the future.
  
  Regarding the $5 reward, we carefully reviewed the attached pictures and the promotion guidelines from the original request. As indicated on the shelf tag, the promotion specifies a limit of one Register Rewards coupon per offer. Therefore, Catalina Consumer Support will send the one $5 reward to the consumer since the shelf talker was put up early and the consumer purchased the qualifying items.

  Please be aware that our standard processing and mailing time is typically within 2 business days. Once mailed, the consumer can anticipate receiving the replacement coupon within the next 10 business days. Additionally, it's important to note that the consumer cannot hold Catalina Consumer Support responsible in the future for any issues related to lost, late, and/or damaged **** deliveries. While we strive to ensure a smooth fulfillment process,external factors affecting delivery timelines and conditions fall outside our control.
  
  We would like to thank the consumer for allowing us the opportunity to rectify this situation and we hope that this reply offers clarity for future promotions.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between us and our customers. We are providing the picture the consumer provided to us initially with the terms of the promotion. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21066298
  
  I am rejecting this response because: I am rejecting the businesses response as they have provided false information to the BBB. I Submitted three tickets on December 3, 2023 and on December 4th I received a response requesting assistance in clarifying how many to buy of each quantity or how much was the dollar amount required to receive the Catalina. After December 4 I have not received any emails regarding my ticket. Once a ticket has been Fulfilled, I would have received an email stating that my ticket has been processed and that I will be receiving a Catalina coupon. I did not receive such email claiming that they were going to honor my ticket and furthermore, I never received any communication informing me that the sale was postponed or any reasoning as to why my ticket hadnt been resolved, therefore, the business is being dishonest and providing false information to the Better Business Bureau, as stated in the photo provided.
  
  The Catalina Marketing Company stated that they are only willing to provide one Catalina register reward as a solution because the offer says one offer will PRINT per offer but there is not a limit as to how many times I may participate in an offer. The promotion was buy two and earn a $5 Catalina register reward, which means that if I were to buy more than two in one transaction, then I would be subject to only receiving only one Catalina register reward which is why I purchased in increments of two and provided three separate receipts so that I would qualify to Receive a Catalina reward each time. Again, proving that Catalina is providing false information with the Better Business Bureau. Previously, I have had to submit tickets where I had to buy in increments of two or four and after not receiving said Catalina promotion in store, I would submit a ticket for each one, and I would receive credit for each one. To understand that the business would go as far to manipulate their policy and procedures to discredit me, the consumer, really shows that Catalina marketing company does not value their customers. During the exchange of emails, they insinuated that I may have received information about the promotion online through Word of mouth, they accused ********* of advertising the promotion prior to it being active which would result in false advertising, but never mentioned any postponement.
  In the companies BBB response, they stated that they had already fulfilled my request on December 5th and stated that ********* postponed the promotion to be active until December7th and they didnt want me to be penalized. However, this statement is also false. ********* only has weekly sales that are active from Sunday to Saturday. December 3rd, 2023 (Sunday) was the first day of the sale and the same day I submitted the claim. I find it unreasonable to believe that the promotion was to be postponed until December 7th, when it was only to be active until December 9th which would complete the Sunday to Saturday sale (12/3 12/9). Retail stores spend months preparing their sales and advertisements as the vast number of items going on sale can't be put together with such short notice. Furthermore, ********* already have their advertisements available for preview as early as the Tuesday before the active sales on Sunday, so I am sure that this postponement was not the case.
   Another discrepancy I found in their response was their claim that my ticket was sent for fulfillment on December 5th but wasnt sent out until December 12th which doesnt make any sense. The company itself states that processing typically is completed within two business days, so how is it that it was coincidentally sent out without notification and also took approximately a week to be fulfilled? I never received any fulfilment of coupons. I understand that it may take up to 10 days to receive but the coupons were simply never sent or fulfilled. I am in ******** ******* and the coupons normally arrive within two business days, since the coupons are shipped ***** **, which is 30 minutes away from me.
  It wasnt until Wednesday January 3rd that I received an email stating that a fulfillment would be issued, but that was only in response to the proposed solution of only crediting 1 out of the 6 requested $5 coupons, which I am denying. It is apparent to me that this company is boldly participating in false advertising. Again, I am requesting a total amount of 6 Catalina register rewards in the amount of five dollars each. The company has already accepted accountability by admitting that whatever alleged postponement that took place was not my fault, they alleged that they didnt want me to be penalized for the unforeseen circumstance, yet they are not interested in resolving my claim with the BBB. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 01/11/2024

  We appreciate the opportunity to address the consumer's rejection of Catalina Consumer Support's reply. Catalina Consumer Support has reviewed the case and acknowledges our oversight in not initially recognizing the separate transactions with the first BBB reply.
  
  Upon further review, we have confirmed that the consumer submitted three separate receipts, each representing a distinct transaction and verified that when the consumer submitted to Catalina Consumer Support previously, 3 individual $5 rewards were processed and mailed back in December.
  
  Catalina Consumer Support has submitted 2 additional $5 rewards for processing (this will make a total of 3 prints provided from this BBB complaint). Please be aware that our standard processing and mailing time is typically within 2 business days (we say 'typically' because this timeframe can vary based on various factors with processing).
  
  Once mailed, the consumer can anticipate receiving the replacement rewards within the next 10 business days. Additionally, it's important to note that the consumer cannot hold Catalina Consumer Support responsible in the future for any issues related to lost, late, and/or damaged **** deliveries. While we strive to ensure a smooth fulfillment process,external factors affecting delivery timelines and conditions fall outside our control.
  
  Catalina Consumer Support is unable to fulfill the request for six prints of the $5 reward, as it exceeds the number of transactions the consumer qualified for, Catalina Consumer Support can only fulfill based on transactions.
  
  We value the Better Business Bureau's role in facilitating fair resolutions, and Catalina Consumer Support remains open to finding mutually agreeable solutions for our consumers within the bounds of our fulfillment policy.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21066298
  
  I am rejecting this response because:I expect to be compensated for my wasted time due to the negligence of the catalina marketing company. I immediately communicated my issue on December 3rd and it is now January 15th and we are only getting traction in solving the problem all because I went to the extents of reporting the company to the Better Business Bureau. The company has been everything but remorseful regarding my time. There has been a lot of discrepancies in the replies provided to the Better Business Bureau. Catalina lied about ever sending me coupons, and implied that the mail was lost when in actuality, it was never sent. This whole experience has been very strenuous and uncalled for. As the company isnt taking the better business bureau complaint seriously, I cant help but feel lead to filena complaint with the *** instead. You have been lying to win an argument when I have done nothing but follow the rules provided by *********. The catalina marketing company has no interest in resolving this complaint and only wishes to win an argument. Also the catalina the was sent on January 4th was a STORE coupon when it should have been a MANUFACTURING coupon. which I was specific in requesting during my initial request. Again , I am only asking for 6 catalinas in the amount of $5 ea MANUFACTURER COUPONS, not store coupons please. 
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:12/27/2023

  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 recently went to a ****** store to purchase a Playstation 5 because they advertised a $40 coupon when a playstation 5 was purchased. I made my purchase and did not receive a coupon, however my sales receipt showed that I qualified, (it specifically says "$40 custom coupon issued") I contacted Catalina on the same day and filled out the form with my receipt and multiple pictures of the advertisement. On the third day i received an email stating that my purchase did not qualify and my request was denied. There is zero information on how to challenge the clearly bogus claim that it didn't qualify (as it specifically says on my sales receipt that it DID qualify and printed).

  Business Response

  Date: 01/02/2024

  Catalina appreciates the opportunity to address the concerns raised by the consumer regarding the experience with the coupon prints on 12/23/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  After a second review of transaction logs, Catalina discovered the initial findings for the investigation were incorrect and the consumer did in fact qualify as we can see that the coupon did not print as it should have. ******'s will be sending a gift card this week as compensation.
  
  Regarding the initial denial for fulfillment, the incorrect transaction was viewed and therefore an incorrect determination was made by Catalina. Training and review were done to avoid future mistakes. Catalina greatly regrets the inconvenience this caused.
  
  Investigation Findings: Buy PS5 Console Bundles Get $40NSO - Proper items purchased, coupon did not print.
  
  Investigation Conclusion: ******'s will provide fulfillment in the form of a gift card to be sent this week.
  
  Communicating with the consumer: After speaking with the consumer, Catalina emailed to inform ******************** that the gift card would be mailed out this week.
  
  Overall Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the investigation detail and outcome.
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and our customers. If there are any additional details or actions required, please do not hesitate to contact us.

• Initial Complaint

  Date:12/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hice la compra de 3 oral b flspks y daban catalina de 6. Y no m la dieron .. Y tambien hice compra de 2 enjuages BUCALES CREST Y REGRESAN CATALINA DE 3. Y no me dio ninguna de las dos.

  Business Response

  Date: 01/02/2024

  We appreciate the opportunity to address the concerns raised by the consumer regarding the experience with the coupon prints on 12/20/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  

  Investigation Findings:
  Crest Buy 2 Get $3- Proper items purchased, coupon did not print.
  Buy 3 ********** $6 / Spend $12 ********** $6 Only 1 qualifying UPC ($4 **********) was seen, other Oral B UPCs were not part of the promotion.
  
  Investigation Conclusion:
  Catalina will provide fulfillment for the Crest Buy 2 Get $3 promotion.
  Catalina will provide fulfillment for the Buy 3 ********** $6 / Spend $12 ********** $6 promotion. Catalina feels the consumer may not have been aware of which products qualified and therefore, as a courtesy, fulfillment will be sent for this promotion. For future reference, we would like to inform the consumer that ********* has links in their online weekly ad to view qualifying products for the promotions that are advertised. This may be a useful tool for future use.
  
  Communicating with the consumer:
  Catalina made a diligent effort to contact the consumer on 1/2/2024 to explain our findings and the determination regarding their fulfillment request. Catalina provided a detailed voicemail to address these concerns and how we have taken action toward a resolution. We would like to take this opportunity to extend an invitation to the consumer to reach out to Catalina Customer Support directly (if assistance is needed for future transactions) by using our fulfillment website: support.catalina.com. 
  
  Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the results. Our primary goal is to ensure customer and consumer *********************************** Customer Support values its customers and remains dedicated to providing exceptional service.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and consumers. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer Answer

  Date: 01/03/2024

  Better
  Business Bureau:
  
  He revisado la respuesta dada por la empresa en referencia a ******** ID ********, y encuentro que esta resolucin es satisfactoria para m.
  
  Atentamente,
  
  **************************

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to upload several receipts over the course of the past few weeks for instances in which my register rewards did not print while shopping at ********** Each time I attempt to upload the receipt I get an error that I must log in first. Their website does not give you an option to log in. At this point I have missed out on several register rewards because their policy is that you must submit the requested information within 3 days of your purchase. My most recent purchases on 12/15 I purchased two Gain products and did not receive the $5.00 Register Reward, on 12/16 I made two separate purchases, one in which I purchased two ******** products and did not receive my $4.00 register reward for purchasing two and another purchase where I purchased 4 gain prod **** and did not receive the $5.00 register reward to purchasing 4. Today (a new sales week) I also made a purchase where I purchased 4 participating Gain products and did not receive the $5.00 register reward for the 1-week last minute dash deal promotion that P&G is hosting.

  Business Response

  Date: 01/02/2024

  Catalina appreciates the opportunity to address the concerns raised by the customer regarding the experience with the coupon prints and Catalina Consumer Website from 12/15/23 through 12/16/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  The consumer reported encountering issues involving a log-in prompt from our website. We do not require consumers to log-in and have tried replicating this issue using different types of devices as well as different browsers and were not able to replicate the issue the consumer faced at the time she attempted to log a ticket. We see that other consumers were able to open tickets through the website on those dates.
  If the consumer used a link to access our website, we request that on future usage they type out support.catalina.com and not use old bookmarks, saved links or links from any other website that *** have appeared to direct them to the Catalina Consumer site.

  Catalina would like to formally apologize for issues the consumer encountered and will be happy to look further into this concern if the consumer would be willing to provide the type of device used to access the website and the browser used along with the versions (if aware) of each.
  
  The below detail outlines Catalinas investigation and detail as to our findings.
  
  Investigation Findings:
  
  Receipt 1: 
  TRX: 12/15/2023 4:18 PM Cashier: 201 ****: **** ****: 0021
  
  Receipt 1 Findings:
  Gain Buy 2 Get $5 -Coupon did not print due to cycle of cash based on transaction logs.
  ******** Buy 2 Get $4 - Logs indicate the coupon printed at the store during the transaction.
  
  Receipt 1 Conclusion:
  Catalina is unable to provide fulfillment on the Gain Buy 2 Get $5 promo as the consumer redeemed a coupon for the same promotion they were expecting to print during the transaction. The promotion is not intended to produce the same coupon as the one the consumer redeemed. We will not be able to provide a fulfillment for this transaction.
  Catalina is unable to provide fulfillment on the ******** Buy 2 Get $4 as logs indicate the coupon printed at the store during the transaction.
  
  Receipt 2:
  TRX: 12/16/2023 11:07 AM Cashier: 288 ****: **** ****: 0022
  
  Receipt 2 Findings:
  ******** Buy 2 Get $4 - Did not print due to budget cap.
  
  Household Products Buy 4 Get $5 - Logs indicate the coupon printed at the store during the transaction.
  
  Gain Buy 2 Get $5 - There were no qualifying UPCs/items on this transaction.
  
  The P&G Last Minute Dash $5 promotion started 12/17/23, the transaction was made 12/16/23, prior to the start of the promotion.
  
  Receipt 2 Conclusion:
  Catalina is unable to provide fulfillment on the ******** Buy 2 Get $4 promotion as there was a budget cap and this was intended to be a limited promotion.
  
  Catalina is unable to provide fulfillment for the Household Products Buy 4 Get $5 promotion since logs indicate this printed at the time of the transaction.
  
  Catalina will provide fulfillment for the Gain Buy 2 Get $5 promotion. Catalina feels the consumer *** not have been aware of which products qualified and therefore, as a courtesy, fulfillment will be sent for this promotion.
  For future reference, we would like to inform the consumer that ********* has links in their online weekly ad to view qualifying products for the promotions that are advertised. This *** be a useful tool for future use.
  
  Catalina is not able to provide fulfillment for the P&G Last Minute Dash $5 promotion as the program started on 12/17/2023, but the receipts provided by the consumer are only from 12/15/23 & 12/16/23.
  
  If the consumer can provide a receipt for this, Catalina will be happy to review and mail fulfillment if a qualifying transaction was made.
  
  Communicating with the consumer:
  Catalina made a diligent effort to contact the consumer on 01/02/2024 to explain our findings and the determination regarding their fulfillment request. We provided a detailed voicemail to address these concerns.
  
  Overall Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the investigation detail. While Catalina was not able to provide fulfillment on each requested coupon, our hope is that the detail helps the consumer understand why these did not print in store and that this also provides knowledge for future reference.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and our customers. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer Answer

  Date: 01/14/2024

   
  Complaint: 21033974
  
  I am rejecting this response because while Catalina company has attempted to resolve my specific issue for this instance this is a continuous ongoing problem. I have since had multiple receipts that I have attempted to send to Catalina and I am still receiving the same error message requesting login credentials. They have specified to not use third party links and to go directly to Catalina.com which is what I have always done, and I am still receiving the same error. Today I have submitted a receipt where my $10 register reward did not print for spending $35 on Huggies and my $4 register reward for buying two Crest/oral B products did not print as well. Today was the last day I have to submit my receipt and I am receiving this error. Customers should not have to submit a complaint in order to submit our receipts. Has any employee attempted to go through the process of submitting a receipt so they can see their site is not working properly?
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/18/2024

  Catalina appreciates the additional opportunity to address the concerns raised by the customer regarding the experience with the coupon prints and Catalina Consumer Website. We take customer feedback seriously and are committed to resolving any issues promptly.
  Catalina Customer Support has verbally apologized for the website issue that the consumer experienced. While we are actively receiving fulfillment requests from our website, we understand that there was an issue.Unfortunately, Catalina has been unable to replicate and find the root cause that prompted a log-in, preventing the consumer from being able to submit the fulfillment request online. Catalina recommended that the consumer call our Customer Support line if she runs into this issue again.
  
  Catalina reviewed the transactions for the additional promotions that the consumer mentioned, we found both to be qualified and will mail these today, 1/18/24. Additionally, Catalina has been in touch with the store the consumer shopped at, regarding resolution of the printer issue.
  
  It is our hope that our actions satisfy the consumer. Our primary goal is to ensure our customers' satisfaction, as we appreciate their business.
  Catalina Customer Support values its customers and remains dedicated to providing exceptional service. If you or the consumer require any further information or assistance, please do not hesitate to contact us directly.

  Customer Answer

  Date: 01/22/2024

   
  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. The agent I spoke with acknowledged there is an issue but they have been unable to ge the same error message to pop up that the customers are receiving. They provided an alternative for issues in the future and that solves my concerns. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/12/2023

  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.

  On 12/9/23 I went to Shoprite and received (2) illegible Catalina coupons. This has been happening for about a year. I went to Shoprite customer services who told me to **********************. I told Shoprite its their ink as my receipt printed fine from another area of the register. I spend a lot of money in Shoprite and to receive illegible coupons concerns me. Not sure if this store is deliberately not updating ink for consumers to use coupons. This appears to be fraud.

  Business Response

  Date: 12/15/2023

  We appreciate the opportunity to address the concerns raised by the customer regarding the experience with the coupon prints on 12/9/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  The consumer reported encountering poor prints on the coupons, expressing concern about potential deliberate negligence in updating ink to discourage coupon usage,which was perceived as fraud. We have thoroughly investigated the matter and would like to provide the following information:
  
  Investigation Findings:
  
  1. Coupon Triggers:
  The transaction ID on the customers receipt indicated the triggering of two manufacturer coupons:
  
  Buy 1 Unit of Stouffers Sides, get $1.50 off
  Buy 1 Rojo's_Dip_Buyers, get $1.50 off
  
  2. Fulfillment Process:
  We have initiated the fulfillment process for the mentioned coupons and will be mailing them to the address provided by the consumer in the BBB complaint. We will ensure the prompt mailing of the specified coupons to that address (************************************************).
  
  3. Addressing Ink Issues:
  Acknowledging the customers concerns about the past poor prints, we have taken immediate action. Our technical support specialists have engaged with the store associated to the transaction ID to address the printing issues. We have started troubleshooting and are working to find a resolution in the near future.
  
  4. Communicating with the consumer:
  We made a diligent effort to contact the consumer on 12/14/23 to explain our findings and the determination regarding their fulfillment request and ink/ printing concerns at the store. We provided a detailed voicemail to address these concerns and how we have taken action towards a resolution. We would like to take this opportunity to extend an invitation to the consumer to reach out to Catalina Customer Support directly in the future (if assistance is needed for future transactions) by using our fulfillment website: **************************************************************
  
  5. Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the results. Our primary goal is to ensure our customer's satisfaction, and we appreciate their business. Catalina Customer Support values its customers and remains dedicated to providing exceptional service.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and our customers. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20986970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2023

  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 made a purchase with a promotion of buy any 3 participanting crest,oral-b, fixodent,olay, scope products and receive $5 register reward(Catalina) it did not print previously had to submit request with no issue on this attempt it gives me error message that I have to login and doesnt let me complete request purchase was made 9/8/23 I am now on day 3 after multiple attempts no success.

  Business Response

  Date: 09/19/2023

  We are writing in response to the consumer's complaint filed with the BBB regarding their request for a promotion from Catalina Customer Support. We would like to inform you that we are actively working to fulfill the consumer's request, which was initially raised through a ticket filed with our fulfillment center prior to the escalation to the BBB (ticket # ********).
  
  At Catalina Customer Support, we always strive to fulfill valid requests promptly, however there are instances when additional information or research is required to process such requests. In this case, the necessary information that we needed to process the consumer's request was not initially provided to the ticket created through our website but was included in this BBB consumer complaint. After a thorough review of the transaction details and the photos provided, we have confirmed that the consumer is indeed eligible for the referenced rebate program, which is the *** P&G Olay, Crest, Fixodent, Oral-B, or Scope Buy 3 Get $5 NSO RR." and are in the process of sending this out to the consumer.
  
  We tried to contact the consumer on 9/18/23 to explain our findings and the determination regarding their fulfillment request. Unfortunately, we were unable to reach the consumer or leave a voicemail on the number provided. We would like to take this opportunity to extend an invitation to the consumer to continue reaching out to Catalina Customer Support directly in the future. We are committed to assisting them with any fulfillment requests.
  
  Catalina Customer Support deeply regrets any misunderstanding regarding the information required to process the fulfillment, and we sincerely hope that the consumer is satisfied with the results. Our primary goal is to ensure our customers' satisfaction, and we appreciate their business.
  
  Catalina Customer Support values its customers and remains dedicated to providing exceptional service. If you or the consumer require any further information or assistance, please do not hesitate to contact us directly.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drugstore purchase $5 rebate did not print. Followed instructions and submitted a claim with Catalina the same day. I have the in-store advertisement showing the rebate offer and my receipt. Catalina support said the store was not having the promotion and have ignored attempts at an explanation. It doesn't make sense that the store didn't have the promotion when it was in the advertisement for my store and the exact store shows ** in Catalina's rebate request site.

  Business Response

  Date: 08/18/2023

  Catalina Customer Support has reviewed the consumer's concerns and request for the rebate submitted in this BBB grievance. After rereviewing the transaction details and the photos provided, it was verified that the consumer was not eligible for the referenced rebate program (Buy ****** Lite 18 pack and get $5 off rebate). This specific rebate offer was not nationwide and only available to consumers on the west coast. Because the consumer provided a receipt from the east coast (*****, **), this fulfillment request was denied.
  
  Catalina Customer Support made a follow-up call to the consumer on 8/16/23, explaining our findings, and determination on the fulfillment request. It is not uncommon for consumers to periodically travel to and from *******. We encouraged the consumer to adjust current locations in the application(s) used to see these promotions so that qualifiable promotions should be accurate moving forward.
  
  Catalina Customer Support regrets any misunderstanding about the geographical qualifications for this rebate but appreciates the consumer reaching out to us.
  
  Catalina Customer Support values our customers and is committed to providing exceptional service.
  
  If you require more information, please contact us.

  Customer Answer

  Date: 08/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not necessarily agree with them, but their explanation was clear and I understand their point of view.  So I will accept it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to submit a claim to Catalina support for missing coupon but as others have had, I am unable to submit request due to website stating I must log in. I am on the third day and will be unable to submit a request by the 4th day per their policy. There is no other way to contact Catalina to get this resolved. Made a transaction at ********* on 8/3/23. Promotion was receive $4 register reward when you purchase 2 qualifying Head&Shoulder products. The Catalina coupon did not print, per usual. I have picture of my receipt and a picture of the tag from the store for the promotion that I will provide once someone contacts me. Again, the website has not been allowing me to submit a request in the 3 day timeframe which is highly frustrating and have no other way to contact customer service so this is my last route to go.

  Business Response

  Date: 08/10/2023

  Catalina Customer Support is in the process of fulfilling the consumer's request for the promotion submitted in this BBB grievance. After reviewing the transaction details and the photos provided, it was determined that the consumer was eligible (Receive $4 register reward when you purchase 2 qualifying Head&Shoulder products), and fulfillment has been submitted for processing. This fulfillment request will be mailed out to the consumers mailing address provided. 
  
  Catalina Customer Support made a follow-up call to the consumer on 8/10/23, explaining our findings, determination on the fulfillment request, and how to address the website concerns and provided our phone number.
  
  The consumer verified she was using her mobile device and has been able to submit fulfillment requests on our website in the past.Catalina Customer Support apologized for the website issue that the consumer experienced and offered guidance on how to avoid this in the future. While we are actively receiving fulfillment requests from our website, we recommended the consumer not use any external website links not directly affiliated with Catalina and/or delete any outdated bookmarks on the device used for the initial request. If they have any further difficulties, they can contact Catalina Customer Support at *************.
  
  Catalina Customer Support regrets any inconvenience caused and appreciates the consumer's patience. Catalina Customer Support values our customers and is committed to providing exceptional service.
  
  If you require more information, please contact us.

  Customer Answer

  Date: 08/11/2023

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

• Initial Complaint

  Date:08/07/2023

  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 made 4 different transactions at ********* store #***** on 8/2/2023. I specifically asked the cashier was the Catalina machine printing prior to purchasing the items. She assured me that it was. My first purchase didnt produce a Catalina, and I was fine with that because I wasnt doing a promotion. My second purchase included the Secret promotion where you would receive a $5 ** for purchasing 3 Secret products. That purchase was $25.33, but the Catalina didnt print. I inquired about the machine working again, and the cashier said that I would need to contact customer service. I purchased the 3rd transaction, which was $23.80. It included purchasing 3 Old Spice products and getting a $5 **, but that Catalina didnt print. My 4th purchase was for $25.07, which included the Pantene and Head and Shoulder promotion. Earn a $4 ** for purchasing 2 Pantene products. Earn a $4 ** for purchasing 2 Head and Shoulder products. Neither of the ** printed. RFN# ****-2222-2605-2308-0203, RFN# ****-2222-2618-2308-0203, RFN# ****-2222-2597-2308-0203, RFN# ************************. My phone number used was ************. I didnt use any ********* cash, so the Catalinas should have printed. Thats $18 that Im missing Catalinas. Ive been a loyal customer at ********* for many years, so I was somewhat disappointed. I made a purchase at store # *****. My RFN# is 1081-9215-1706-2308-0303. That total was $101.34 and I didnt use any ********* cash. That purchase included the promotion where you purchase 2 safeguard hand soaps and get a $2 **, but it didnt print. It included the promotion where you buy 3 Olay products and get a $5 **, but it didnt print. Theres also a promotion where you spend $20 on Dove products and get $5 **, but it didnt print. Thats $12 in Catalinas that didnt print. I used the same phone number for this purchase as well.

  Business Response

  Date: 08/10/2023

  Catalina Customer Support is in the process of fulfilling the consumer's request for the promotions submitted in this BBB grievance that were eligible and/or not already fulfilled. After reviewing the transaction details for the 4 separate transactions, it was determined that 3 out of the 6 fulfillment requests were eligible and have been submitted for processing. This fulfillment request will be mailed out to the consumers mailing address provided.
  
  For the other 3 fulfillment requests that will not be fulfilled,we are happy to share our findings: 
  We found a ticket from the consumer for receipt/**** **** which was already submitted to our website and fulfilled for the P&G Household products Buy 4 Get $5.
  The consumer did not qualify for the Spend $20, Get $5 offer on Dove products because the qualified items purchased from transaction **** did not reach $20.
  The consumer did not qualify for the Old Spice Buy 3 Get $5, Transaction ****, because the coupon already printed at the store, and the Old Spice products purchased from transaction **** were not qualifying items.
  
  Catalina Customer Support made a follow-up call to the consumer on 8/9/23, explaining our findings, determination on the fulfillment request, and how to address the website concerns.
  
  The consumer has been actively submitting fulfillment requests on our website and Catalina Customer Support apologized for the website issue that the consumer experienced and offered guidance on how to avoid this in the future. While we are actively receiving fulfillment requests from our website, we recommended the consumer not use any external website links not directly affiliated with Catalina and/or delete any outdated bookmarks on the device used for the initial request. If they have any further difficulties, they can contact Catalina Customer Support at *************.
  
  ********************** Customer Support regrets any inconvenience caused and appreciates the consumer's patience. Catalina Customer Support values our customers and is committed to providing exceptional service.
  
  If you require more information, please contact us.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to submit a request for a Register Reward that failed to print at ********* in *************, ** *****. Every time I clicked to submit the request, a page showed up that said I had to log in first. I have been trying for 2 days now. The transaction date is 07/18/2023 7:43 PM. The promotion is when you buy 2 Dove body wash soaps you will get $4.00 Register Reward. RFN# ****-4214-2086-2307-1803 They really need to fix their website.

  Business Response

  Date: 07/24/2023

  Catalina Customer Support is in the process of fulfilling the consumer's request for the promotion submitted in this BBB grievance. After reviewing the transaction details (RFN# ****-4214-2086-2307-1803), it was determined that the $4 in-store reward was a qualifying transaction. This fulfillment request will be mailed out to the consumers mailing address provided.
  
  Catalina Customer Support made a follow-up call to the consumer on 7/24/23, explaining our findings, determination on the fulfillment request, and how to address the website concerns.
  
  Catalina Customer Support apologized for the website issue that the consumer experienced. While we are actively receiving fulfillment requests from our website, we recommended the consumer not use any external website links not directly affiliated with Catalina and/or delete any outdated bookmarks on the device used for the initial request. If they have any further difficulties, they can contact Catalina Customer Support at *************.
  
  ********************** Customer Support regrets any inconvenience caused and appreciates the consumer's patience. Catalina Customer Support values our customers and is committed to providing exceptional service.
  
  If you require more information, please contact us.

  Customer Answer

  Date: 07/26/2023

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