ComplaintsforRewardSurvey
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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
11/27/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I requested a password reset numerous times but never received a response.Business response
12/04/2023
Good afternoon,
I am responding to the customer’s statement about not receiving a password reset email. Our company works with several partners to acquire circulation for top-rated consumer magazines. Since we have multiple partners, we would need more information to better assist Ms. *****.
Based on the information the customer has provided, we were unable to locate an email requesting assistance from our customer support team. Usually when customers experience any sort of problem or have a question, they reach out to the company directly instead of on this platform. We provide customer support via our support page Blue Dolphin Magazines (*************************), where customers can submit an email or chat live with one of our dedicated agents. Our hours of operation are Monday to Friday, from 8:00 a.m. to 5:00 p.m. EST. As we no longer provide support over the phone, customers can still contact our number ************, and leave a detailed voicemail that includes their email address so we can respond.
Additionally, based on name, mailing and email addresses, we could not locate any recent or active subscriptions. The last active subscription was from November of 2020 for Allure magazine and expired in 2021.
We are unable to reset the password in a public website like this as it is a private matter and for security reasons. We welcome Ms. ***** ***** to contact us directly so we can gladly assist her with any questions.If there are any further questions or concerns, please feel free to contact me.
Sincerely,
****** *******
Director of Customer Success
M2 Media Group
************
*************************Initial Complaint
03/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have over $400 in reward points, but the website is no longer working. Im unable to log into the website and my emails to the company are never returned.Business response
04/24/2023
Good morning,
I am responding to the customer's statement about experiencing technical difficulties with our website and receiving no response from customer support.
During a brief period, less than 48 hours, our websites were under maintenance. This happened on Thursday, March 23rd, and ended in the morning of Friday, March 24th, 2023. During this brief time, customers were unable to use or access our websites.
Based on the customer details provided in this complaint, we have not received any prior communications from Mr. *********. Upon further research in our database, we located his account under a different email address: ***************************
Our phone number (877-202-9589) can be searched online, where customers can leave a voicemail and we will email them in return. Also, our customer service response team provides support via email during our hours of operation from 8:00 am. to 5:00 p.m. EST from Monday to Friday at: **************************************************************
We contacted Mr. ********* via email on April 17th, 2023, and provided additional information.
We apologize for any confusion the customer has experienced. If you have any additional questions, please feel free to contact me.
Sincerely,
****** *******
Director of Customer Success M2 Media Group
************ *************************Initial Complaint
10/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
For months, I have been having a difficult time resetting my password on the Reward Survey website. It will not let me log in to complete surveys after resetting my password numerous times. The first time I contacted customer service about this, they supposedly forwarded my concerns to the tech department but never received a resolution. When I contacted RewardSurvey again, they claimed that my password had been reset. When I gave it another try, I received an error message stating that my username and temporary password were incorrect and login was unsuccessful. Another message was forwarded to their IT department again but I have not heard back from them at all. This has been an ongoing situation since late July and there has been little to no feedback about whether the issue will ever get resolved or not.Business response
11/01/2022
[BBB Transcription via Email]
We are responding to the customer’s complaint about the delay in response and assistance with her password. Due to staff limitations, setting up a new office building, and preparing for our busiest time of the year, Fall, it has caused delays in response in customer service and IT departments.
After Ms. *******’s initial contact in July, the password was reset on 08/22/22 but it was ineffective according to her feedback. Recently, the password was successfully updated, and we notified Ms. ******* via email.
We acknowledge the customer’s frustration and truly apologize for the highly unusual circumstances.
If you have any additional questions, please feel free to contact me.
Sincerely,
****** *******
Director of Customer Success
** ***** *****
************
*************************Customer response
11/01/2022
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,
****** *******
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.