ComplaintsforReality Based Group, Inc

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/26/24, I emailed the scheduler for RBG for a shop at a local chain restaurant to be completed 7/28/24. I requested a $22 bonus and was approved. This shop was to take place at the bar. I called ahead to their phone number for seating and was advised there was no wait to be seated at the bar. When I arrived to the restaurant, the hostess looked over to her manager for help when I requested to be seated at the bar. The manager came over and said it was no problem and she would ****** me. She walked me over to the bar area, but then walked me past it to a booth within the bar area. At that point, it would not have been feasible for me to refuse to be sat without revealing that I am a mystery shopper. I completed the job in good faith, with full view of the bartender and all required observations in my line of view as I was sitting a mere few feet from the actual bar stool, still in the bar area. I completed the job and submitted my audit on time.I received correspondence back on 7/30/24 saying my shop could not be completed. I reached out to the scheduler explaining the situation. At around 6 AM EST on 7/31/24 I received an email and text message from the scheduler, asking if I would be able to re-do the shop. As soon as I as able, I replied back the same day and morning to advise I would be able and willing to re-do the shop and offered several compromises to rectify the mistake and secure reimbursement for the shop. After several correspondences, I was told no to all solutions offered and was told the mystery shop was assigned to someone else.I have completed 6 jobs for RBG (all 10/10) as well as several shops for other companies. I am now out the money for the items purchased in the restaurant, no bonus, AND a 1/10 rating preventing me from taking other fairly compensated jobs with RBG.I am respectfully requesting this decision to be reversed as this is my livelihood and I could not have stopped the job without revealing I was mystery shopping.

  

  Business response

  08/06/2024

  Dear ******** - 

  I am so sorry about your experience shopping for Reality Based Group.

  We always strive to make working for us a great experience for our shoppers.

  We always have to make sure we are following all the guidelines for the shops in order to satisfy the needs and requirements for our clients.  It sounds like this was a tough situation but I hope the future brings different experiences.

  Thank you for your efforts,

  Reality Based Group

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To start, I love doing work with Reality Based Group and I hope my issues will not impact that relationship but I don't know where to turn.On Aug 1 I completed a travel agent shop with Reality Based. I followed the instructions given to the best of my ability. I called the assigned contact and has a 16 minute organic conversation.The following day I received a notice from the quality team saying I failed yoto ask " several questios" and needed to redo the assignment.This is not correct,all questions were covered by myself or the contact.Secondly, how could I possibly redo the call, get the same contact and have to same vonversation without being obvious.If there is a specific script to be followed it would have to be supplied to the contact as well as to the evaluator Please review my call as it was done correctly.

  

  Business response

  08/08/2023

  I am sorry that this happened.  We can usually figure out what occurred and get it taken care of internally.  It appears there were a number of questions on the survey that were not asked, although I could see some of them explained in the narratives, due to your discussion with the representative.  Because of the length of time on the phone, the payment is going to be made, but we have to exclude the shop because it is unusable due to all the missing information.  Because of the length of time on the phone, the payment is going to be made, but we have to exclude the shop because it is unusable due to all the missing information.

  Thank you for reaching out.  I'm glad it is good now.

  Customer response

  08/08/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I completed a shop on May 11, 2022 for Reality Based Group at ***** ******* and made the required $7 purchase by purchasing a gift card. The guidelines stated that a purchase was required but it did not state "candy" purchase. A gift card is also a purchase in store. Reality Based Group refused to compensate $15 for the shop as well as $7 for the required in store purchase. The editor did not email me about disregarding the shop since I could have gone back and made the "candy" purchase to satisfy the requirements for the shop. I read the comment upon logging into the shop.

  

  Business response

  07/14/2022

  To Whom It May Concern:

  After reviewing the complaint and the Shopper's log, we have determined that we will pay out the $15.00.

  Please let us know if you need additional information.

  Thank you and have a great day,

  Reality Based Group, Inc.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17566282, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ***

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed a mystery shop for this company. I sent my very detailed report to them ON TIME with ALL required information and receipt uploaded. I get an email saying they didn't have receive it hours later. I went to the website and saw it wasn't posted now so I emailed them back within 5 hours of seeing the email (I didn't see it immediately). I got an email back stating they didn't receive it, it was late and someone else had already completed the shop...tell me how they found someone to eat at a restaurant and sent in the information within 5 hours. They gave me virtually no time to even respond. After explaining to them I did the shop and forms on time and trying to contact someone higher up they completely dismissed me and told me their worker was correct. All I want is my $30 reimbursement for mystery shop[ I completed. They won't do anything to correct it and I spent my own money and time to not be paid for this shop.

  

  Business response

  01/04/2022

  Please see attached correspondences with the shopper and a copy of his report that was never filled out.  In addition, you can see below that he deleted his account. I've also attached the events log that shows that the shopper never submitted/saved any part of this shop.

   

  *******

  11/12/21

  11/20/21

  Texas Roadhouse (Dining Temporary Scorecard **** - Scored) 28:***** *****,IA [IA, US]

  [deleted], [deleted]* [deleted] f135767f9e2afd7b3212f0@396b3ae46ec522ca5526cc

  Excluded

  Customer response

  01/09/2022

  Complaint: 16179839
  
  
  I am rejecting this response because:
  There was obviously some sort of internal error on their end and they won't own up to it. I completed the shop AND submitted it on time. They also claim someone else completed the shop and submitted it within 5 hours of me being notified. Maybe they should check the restaurant cameras and my receipt. Why would I go to the restaurant and not fill out thr forms online? All I asked for was reimbursement but this company is a scam and of course I deleted my account so they wouldn't have my personal information! The upload of the "unfilled" form is just a blank form not what I submitted. And if that's what they got it just proves there was an error!
  
  
  Regards,
  
  
  ***** ******
  

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