ComplaintsforBottleDrop

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposited 2 green bags at *******************************. One had $7.00 of returnables, the other had $5.50. I count my returnables because they always give me an incorrect refund, and I always need to call and adjust. Ive never had a problem getting my correct refund until today. The customer service person refused to let me speak to a manager and refused to send me a picture of my returnables that she said she was looking at that didn't warrant a bigger refund. She put me on hold for 15 minutes and told me she gave my contact info to a manager but that I wouldn't be receiving my correct refund for the number of bottles I returned.

  Business response

  04/03/2024

  We have processed an account adjustment of $4.20 as requested. In relation to the request for pictures of the processing, please understand that our policies prevent us from sharing such images to ensure the privacy and security of our operations.

  
  We have attempted to contact you twice at the number provided. If you have not received our calls, we encourage you to check your voicemail. A message has been left with direct contact information for a member of our *************************** team, as requested.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  using the green bags to drop off bottles and not receiving the correct dollar amount. I have tried this several time over the past year counting my cans to an even amount in each bag to drop off.i can get $8.00 of cans into a bag. and $4.00 to $5.00 of bottles and in more than one occasion has it been counted correctly I believe someone is skimming off 4 or 5 cans per bag (in my own experience) for their own benefit. I've gone to their customer service comment area twice and have gotten no reply or compensation back.I know they're just going say some bottles or cans weren't redeemable but that's not true because when I run them through the machines myself I get an accurate amount and none are rejected. attached is my bottle drop account showing what they redeemed. the amounts in each bag all should have been even Dollar amounts.

  Business response

  12/29/2023

  Thank you for reaching out to us regarding your issue. Our records show that we responded to your most recent message on November 12th via email, requesting additional information to address your concern. It's possible that our response was directed to your email's spam filter. Please check your spam folder and **** our responses as 'not spam' to ensure future communication. To resolve your issue, we have credited your account with the requested amount of $5.50. Should you have any ***************, our customer service department is available at ************** from 8:00 AM to 6:00 PM daily.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the bottle drop location in ****, ** today and dropped off 6 bags full to bursting with cans and bottles. I was credited for 80 or less cans/bottles per bag when I know for a fact that there was well over 100 cans/bottles in AT LEAST one of those bags (2 cases of water bottles 24 count each case and 3 cases of keystone cans at 30 count per case that should have been a total of 138 cans/bottles in 1 bag) I was only credited a total of $39.71 for 6 bags of cans/bottles. This is c*** They short me like this every time I use this service. There was easily close to 500 cans/bottles in those 6 bags (I should know because the boxes for all the beer are still at my house waiting to be burned) which should have been a credit of close to $50 and I didn't even get a $40 credit to my account. They are ripping people off left and right and it *****. You don't even have the option to turn them in by hand as every time I go to this location (which is the only location around this area) all the machines are down/broken. This is my grocery money and now I am short $10 from what I know I should have had just based on counting the boxes at my house which those container came out of. I WILL NOT CONTINUE TO USE THIS SERVICE BECAUSE THEY RIP ME OFF FOR $10-$20 EVERYTIME I DROP OFF BAGS. I do not live close to a bottle drop location so usually store up my bottles/cans before dropping them off to make it worth my while, it IS NOT worth my time if the bottle drop is going to STEAL from me every time I drop my returns with them.

  Business response

  12/06/2023

  We certainly understand receiving a credit amount different from what you were expecting can be disappointing. We see that a total of 453 containers were counted between all 6 bags dropped on December 4th.
  
  To ensure a smooth drop-off process, we encourage our patrons not to overfill the bags, preventing any tearing or spillage during the drop. We also encourage customers to tie their bags so the opening at the top of the bag is smaller than any containers within the bag itself. This also helps to limit any container spillage by securing the bag contents. We certainly like to think our bags our spacious for typical return volumes at approximately 13 gallons in size. However, the stated amount of 90 (12oz) cans and 48 standard (16.9oz)water bottles would be outside of what fits within a securely tied ***** *** without condensing the containers while filling the bag itself. As a reminder we do not accept crushed or flattened containers within our ***** ***s as outlined in our Terms and Conditions.
  
  Additionally, we want to highlight that the processing fees and bag purchases are essential components of our ***** *** Program. The processing fee, amounting to eight percent (8%) of the total bag value, rounded down, is assessed at the time of bag processing. The ***** ***s themselves cost $2.00 per box of ten (10) bags charged to your account at the time of purchase.We see a box of bags was purchased against the account prior to the most recent drop, so the balance started at a negative $2.00 balance on the 4th,prior to any bag credits being applied. You can view a detailed transaction history for your account on our website at bottledrop.com or via the Activity tab on our mobile app.
  
  To address your concerns, we have added a credit of $5.00 to your account for the reported miscounts, based on the total youve provided of 500 containers expected to be counted.
  
  We understand that you may not wish to continue using the program, but should you change your mind or encounter any discrepancies in the future, please feel free to reach out to our customer service team. They are available every day from 8 AM to 6 PM via email at ******************************* or by phone at **************.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Green bag counting fees more than doubled in less than a year while services have drastically declined. No notification from BottleDrop regarding the jacked up fee schedule. You go drop your cans off & sometimes they arent credited to your account for a couple days. No excuse. Hire people. PEOPLE NEED TO EAT MORE THAN YOU NEED MORE GOLD IN YOUR POCKET

  Business response

  11/22/2023

  Thank you for reaching out. Processing fees only apply to our Green and Blue Bag programs, which are voluntary premium programs for returning containers. Customers can avoid paying processing fees by returning containers individually, up to 350 containers per person per day, at BottleDrop Redemption Centers. We communicate changes to our Terms and Conditions with all account holders before the change takes effect through email, online, and on our mobile app indicating a change has occurred. To ensure you are up to date on any important account changes, we recommend adding an email to your BottleDrop account.
  
  As of January 1, 2023, the processing fee structure changed from the flat fee of $0.40 per bag to a total of eight percent (8%) of the total refund value inside the bag, rounded down to the nearest full cent. This was the first change to the processing fee in three years. While we work very hard to keep our processing fees low and have avoided adjusting them for three years, our processing costs have increased significantly. These changes also help us continue to make major investments in the system, improving customer access by adding new drop locations to the BottleDrop network across Oregon,and ensuring that your bags are processed accurately and expediently by investing in state-of-the-art processing and counting equipment. While we strive to have all bags credited within ***** hours, we do advise customers to allow up to 7 days for processing. 

  Customer response

  11/22/2023

   
  Complaint: 20904798
  
  I am rejecting this response because:
  
  

  How much more gold do you need in your pockets? Passing off your employees pay wage on to the people actually paying for the service is shady af. Seriously, why you gotta ***** the poor?

  Doubling the bag fee to offset your costs for paying your employees a LIVING WAGE is a ***** move.

  Be less of a ****. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that up until the bottle drop came, there were 20 different options of places you could go in this town to return guns all the way up until 10 or 11 PM each business had at least 2 to 3 machines, there was no waiting line, it was reasonably. Easy to return cans. And a lot of people in this economy, depend on can return, especially people in poverty and the homeless, even people who work jobs and pay bills, functioning members of society depend on can return for gas for necessities sometimes. The bottle drop was presented as something that was supposed to turn it into a much easier process. The9 appeal was supposedly that it'l turn processing center. Whish means you would imagine that there would be a large amount of machines and options available, but no. Quite the opposite, literally. Three machines total one of which was out of Order But that's not even the worst of it is. There's a large lobby, the floor discussing sticky. There's one option that didn't exist anywhere else. And that is a conveyor belt where you can dump your cans out. And there's like a quick count going on, but there's a line. And that's still not even the worst of it. The worst part is these people are only open until 6 PM. Not even the fact that they close so early. But you can walk in the door wait in line. And as soon as 6 PM hits, a person walked up to me and told me. I had to leave it was over her's done. I'm sorry, but I've never walked into a business. If I'm allowed to walk in the door I'm gonna be served. Even if they're closing8, they need to not let people in the door if they're going to serve them. And then 6 PM hits. if you stood in line for an hour, you have to leave. And you know what? That wouldn't actually be all that6 if they weren't like a monopolized version of can return.. Because they opened all others in this town are not allowed to do can returns anymore within a radius. Thats monopoly. if you're going to destroy a system that worked fine in the community. At least have your doors open the same amount of time. And dontbgubtkh It's not like it's a service to the community to do the large bag drop they take like 18% of money. That is beyond ****** up. Who is profiting ? Oregon? This is disgusting and wrong and I have a suspicion this is a direct attack on lower income and disabled.

  Business response

  10/11/2023

  Thank you for voicing your concerns about our BottleDrop Redemption Center. We fully understand the essential role can returns serve in our community.

  Our centers are open from 8:00 AM to 6:00 PM and operate 362 days a year, ensuring you have ample opportunities for returns. Furthermore, our Redemption Centers allow a generous daily return limit of 350 containers per person, surpassing the limits at retail locations. For those seeking even more flexibility, our Green *** Program provides extended drop-off times from 6:00 AM to 10:00 PM and facilitates returns beyond our self-service limits. Enrollment in this program is available both in-person at our center and online.

  It's also worth noting that local retailers retain the option to accept containers, even if not mandated.

   

  We genuinely regret any inconvenience you've encountered. Rest assured, our primary objective is to enhance, not limit, the can return process. Your insights are invaluable in helping us better serve our community.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I loaded a green bag with exactly 100 cans & turned it in. I was expecting a credit of $7.20 from the 100 cans. $2.00 for the bags, $.80 for the 8% handling fee. What I received was $6.74. I tied the top of the bag tight so no cans could inadvertently fall out. Bottle Drop is either sloppy at counting or somebody at Bottle Drop stole 5 cans. I will continue to count the cans I put in the green bags and if this continues to happens again I will file a criminal complaint.

  Business response

  09/07/2023

  Thank you for speaking with one of our customer service agents on September 4th about your issue. Please reach out to us at the contact information provided if you need further assistance.

  Customer response

  09/08/2023

   
  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

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/02/2023 I tried to use a Bottle Drop Plus Voucher to pay for my Groceries at the **** ***** at *************************************************************. The cashier who later introduced himself as a store manager refused the voucher stating that the voucher was expired. However the Voucher states that it does not expire. The justification was a **** ***** policy that will not allow vouchers printed more than two (2) weeks prior to be scanned. I contacted the store later to clarify the situation and was informed that this is actually OBRC'S policy. But, when researching about this policy, the only information I get is that the vouchers do not expire.The cashier was very disrespectful and stated that it was not his problem using an ironic tone. To avoid even more embarassment, I left the store feeling humiliated for trying to use the vouchers.The reason I am filing the complaint is that I identified a loophole in the system and empathasized with people in the same situation.I was fortunate to have another way to pay for my groceries. But, how many people could walk to the store counting on these vouchers and would go home without the groceries and feeling humiliated?I would like to be contacted by both Bottle Drop and ********************* to learn the steps they are taking to ensure their custumers' right.Please let me know if you have any questions or need any other information.I look forward to your reply.Thank you and best regards,*********************

  Business response

  07/13/2023

  Thank you for taking the time to speak with one of our customer service representatives about your issue. It is correct that the BottleDrop Plus store credit vouchers do not expire. We will follow up with your local store to ensure they have the appropriate tools to verify future vouchers. 

  Customer response

  07/13/2023

   
  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

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dropped off 6 extremely full green bags. I don't have an exact count, but the 35 dollars I received is absolutely ridiculous. There is no way any bag had less than 100 containers. Why would I continue to drop bags off, if I am going to be shorted so severely?

  Business response

  01/17/2023

  Thank you for taking the time to speaking with one of our representatives today to review your account and recent activity. Please reach out to our customer service department if you encounter any future issues. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the third time today the lady at bottle drop has been given 50 cans to hand count I counted them and still have more needing done she runs them 2 won't go and are substituted from what I still have she proceeds to give me a **** ticket short **** she does this all the time I'm not the only one I try to get a manager told that there isn't one and that I have a problem every time I come in night befor I had asked why if there is no line I can't run more than ***** worth as I live a long ways away told that's not there problem the .10 isn't everything I've spent now is it it's time gas and .10 along with being discriminated against by same thieving employee because if your a Mexican she said nothing about overage the stealing is as I said not first time she went even further today when she took the **** slip back and told me I had to leave now she's got my whole **** the male employee that tells me every time I come in I've a problem which is true I've a problem being stolen from and discriminated against I bring the fact she's taken my ticket her resution in the end is to print my 5 dollar ticket knowing she's busted and suspended my services for 3 months as I stated befor this 8snt the first time I spoke to someone calling themselfs a manager in the past about this and was told they can't get employees to work not my problem and one he has refused to deal with I'm not the only one she has done this to I know of 3 other individuals she has been caught steeling from most people don't count there hand counts of coarse she's a reliable employee she's earning double her wages in theft from patrons

  Business response

  12/21/2022

  Thank you for taking the time to speak with one of our customer service representatives about your recent experience in detail. In regard to your requested settlement, we do not disclose any disciplinary action taken with employees. However, we have no documented exclusion from our Medford BottleDrop facility and you are welcome to return. Please contact our customer service department at ************ should you need further assistance. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Why do the bottle drops start shutting down machines between 3:00 & 3:30 ? They are opened until 6:00 p.m. that is almost 3 hours before closing. I have been to numerous bottle drops and seen this happen at all them . Do you have any idea how many people could get through in 3 hours if they were actually keeping all the machines open until at least 5:30 . They close at 6:00 so why punish us 3 hours early. The lines wouldn't get so horrible If they do their job through to the end. Not start shutting down machines 3 hours early. Don't they get paid to close at 6:00 ? Thank you for your time. Sincerely ********

  Business response

  12/21/2022

  Thanks for providing feedback about your recent experience. We have made attempts to reach you by phone to discuss your complaint. Please call our customer service line at ************ to speak with one of our representatives. 

*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. ↩