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Makeena

This business is NOT BBB Accredited.

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Review Details

  • Fengdi L

    Date: 07/05/2024

    Fengdi L

    Date: 07/05/2024

    I am filing this complaint against Makeena.com regarding a recent issue with their cash back promotion for purchases made through their platform. On June 6th, I purchased three boxes of Joydays cookies from Amazon.com, intending to redeem the advertised cash back offer through Makeena.com.I followed all the specified instructions on their website, including uploading my receipt and product pictures for each of the three boxes purchased. However, upon contacting their customer service for assistance with my cash back claim, I was informed that I could only receive cash back for one box of cookies. This decision was based on their assertion that I would need to make separate purchases to receive cash back for each box, despite others receiving cash back for multiple items in a single transaction.Furthermore, I was provided with inconsistent information regarding why some users received full cash back for bundled purchases, which contradicts both the terms stated on Makeena.com and my understanding of their promotional guidelines.Despite expressing my concerns and seeking clarification, I encountered unhelpful customer service and a lack of transparency in how my case was handled. This has left me feeling disappointed and frustrated with Makeena.com's service and their handling of promotional offers.Desired Resolution:I am seeking a review of my case and reconsideration of my eligibility for cash back on all three boxes of Joydays cookies as initially advertised on Makeena.com. I believe that my issue could be resolved with clarity and fairness, ensuring consistency with their promotional terms and restoring my confidence in their platform.

    Makeena

    Date: 07/10/2024

    Thank you for posting this review.  We believe this issue was a misunderstanding of the specific offer (Joydays at Amazon) terms and was resolved with the customer on July 7th.  For some quick background:  On July 6th the customer sent an email to our customer support team expressing their frustration with the handling of their cash-back submission.  Our support team escalated the complaint to our support supervisor for consideration and resolution.  After reviewing the situation our support supervisor responded to the customer with the email below on July 7th in an effort to clear up any confusion and to resolve the situation in a manner that was fair to both the customer as well as to our partner (Joydays) which had established the terms of the offer.  

    --------------------------------------------------------------

    Good evening Fengdi,

     I hope that you had a wonderful 4th of July weekend!

    Our support team forwarded your inquiry regarding the recent purchase and offer submission of Joydays product from Amazon.

    I understand that there seems to have been some confusion as it relates to the terms of the offer "50% cash back offer is valid for Any One (1) Joydays item purchased on Amazon", specifically, that you had purchased 3 items and wish to receive 50% cashback on all of these.

    I have reviewed the details of your submission (i.e., receipts), your email correspondence between yourself and our support team, as well as the Joydays Amazon offer (and terms language) in the Makeena app.  While I can very much appreciate your frustration in that this experience has not lived up to your expectations, the offer terms are rather clear in stating "one (1) Joydays item".  While it may seem somewhat illogical, these are the parameters that have been established as requested by our partner, Joydays.  The offer is specifically for one item on Amazon (per redemption) - this includes some specific 3-box bundles that are packaged and sold as a single item by Amazon).  Unfortunately, buying 3 individual items (while it may seem like the same thing) is not in this scenario.

    While we are not able to provide you with the 50% cash back on all of the three items that you purchased, I have asked our team to credit an additional $5 to your Makeena account balance as a good faith gesture.  Going forward, please note that while we love those influencers that are recommending Makeena, the specific offer terms listed on the Makeena app should always be your "go to".

    Let us know if you have any questions. 

    Have a wonderful week ****** and Thank You for being a Makeena shopper!


    ****
    Makeena Support Team Supervisor

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