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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Our family was heading on vacation in December of last year (2023) and decided to book an excursion using Viator. Having used them before, I know there are often deals through third-party providers. After researching this, I decided to use *** Coupons which is facilitated by Global Savings Group, registering for a reward that stated "Enjoy a Free $50 Gift Card on Cyber Monday when you spend $200." I received an email confirming my registration on 11/27/2023 at 9:52 AM ET. I then clicked through the link in the email to complete my purchase with Viator, receiving my purchase confirmation from them at 9:57am the same day under Booking Code **********. We spent $278 on our excursion, easily meeting the $200 requirement for ***/***. Our trip was completed on 12/14/2023. Both emails are attached.I'm writing because not only have I not received my reward from ***, but attempts at getting an update have been ignored. The original registration email from *** Coupons stated, "It takes up to three months from your purchase date to confirm that you have complied to T&Cs in order to be eligible to receive your gift card. Please email ****************************** for any questions." As the three month window approached, I emailed the address provided on February 15, March 8, March 18, March 21, and April 2. I have received zero responses. I also submitted a contact us entry on the *** website, which also has been ignored. I tried calling the number provided on the BBB website in the hopes of resolving this over the phone, but it rings and then goes to a message stating there is no voicemail set-up. I'm looking to resolve this and receive my gift card - I did a lot of research to find the best deal for my family and chose to use *** Coupons because of their name. I did not know at the time there was a third party managing this and that there would be no customer service what-so-ever. Thanks,*********************** ******************* ************
Business response
04/11/2024
We are responding to the complaint #******** from *********************.
The user used the *** Coupons website to redeem a $50.00 gift card based on a $200 minimum purchase at Viator.
When users contact Global Savings Group regarding a reward application or transaction they made, we double-check our Business Intelligence tools to see if their registration and transaction are valid. If our Business Intelligence tools do not show any transaction, it means there is a chance the user made a mistake following the following steps:
- You did not complete your purchase after registering
- You did not click on "Get Reward" on the registration email to complete the transaction
- You clicked out of the retailer's website or onto another cashback add-on before completing the transaction
- Cookies were disabled on your browser
- Your Adblocker was turned on
- Another cashback offer or discount was applied (registering to a retailer's newsletter is also considered as using a discount)
- You may have used another email address at any point during the transactionHowever, if they confirm they are sure they followed our rules, we ask them to forward us their order receipt and the first registration email so we can investigate the affiliate networks and potentially retrieve their transaction. If we do not manage to do that, we only have two options: either we send a gift card as a gesture of goodwill, or we just tell them that, unfortunately, they won't be able to get their gift card as we could not retrieve their transaction in our records.
In this situation, we reached out directly to the user and after verifying the legitimacy of the claim, we issued the gift card. For transparency, we also want to clarify that we never received any of the emails that were mentioned in the complaint. Our **************** team did a thorough investigation and found no records of the users' emails.
Customer response
04/11/2024
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.If your organization needs records of the emails I sent them, please let me know, I do have those numerous attempts at communication, but am satisfied because of the gift card provided as per the terms of the deal.
Sincerely,
***********************Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On or about October 12, 2021, I registered certain information with the subject business to obtain a $50. ********** gift card provided that I purchased over $400. worth of goods at **********. Unfortunately, at the time I purchased over $400. worth of goods at **********, ********** did not allow me to enter my email address or phone number to track the purchase. However, I submitted a true copy of my receipt ($588.65) to the subject business. To date, they have failed to provide me with the $50. ********** gift card promised to me. Further, they have sent me an email indicating that because they could not track my purchase with my email address, they would not honor their commitment to me for the $50. gift card for my purchase at ********** of over $400.I request that the subject business honor their commitment and send me the $50. ********** gift card.Business response
06/17/2022
We are responding to the complaint #16382132 from Marlene Drake. Ms. Drake used the GSG website to redeem a $50.00 gift card based on a minimum purchase at Home Depot.
Upon investigating this claim, we found the record of the claimant’s initial email to GSG, which outlined this issue. Since Ms. Drake did not follow appropriate transaction guidelines, a proper record was not created to properly link Ms. Drake’s Home Depot purchase with GSG’s website promotion. Without the creation of an appropriate transaction record, GSG does not receive the commission credit from Home Depot, which is used to create the $50 gift card provided to our clients.
That being said, we believe in the good faith of Ms. Drake and will honor the $50 gift card. On June 17, 2022, GSG provided Ms. Drake with the $50.00 Home Depot gift card via email (see attached). We sincerely hope this will fully resolve this issue.
If you need any additional information regarding this matter, please contact me on 404-457-3722.
Sincerely,
Kathy Loomis
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.