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Business Profile

Buying Clubs

cxLoyalty

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Buying Clubs.

Important information

  • Customer Complaint:
    BBB files indicate that this business has a pattern of complaints concerning automatically renewed memberships.  Affinion Group, Inc. markets its services on a one month trial basis. If the customer does not cancel his/her membership by calling a toll-free number prior to the end of the trial period, the business automatically renews the membership and charges, depending upon the program, a monthly or annual fee to the customer's credit card. The membership is automatically renewed on a monthly or yearly basis unless canceled by the customer.  If consumers do not wish to renew their membership, they should make note of the end of the trial period and call prior to it.

Complaints

This profile includes complaints for cxLoyalty's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

cxLoyalty has 102 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/01/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was cleaning my office and found a check that I had misplaced from cxLoyalty in the amount of $111.27 [never cashed]. I realized that the check was outdated and called the company to please have them reissue the check. I have called them 6x and sent an email, first call on November 9, 2023. I have not received one phone call/email or any type of follow up to my request. This money was a travel refund. I would just like to have the company reissue me a new check in the amount of $111.27 which I am due.

      Business Response

      Date: 03/07/2024

      We responded to our customer's concerns. To protect their privacy,
      we are not providing you with any details of our resolution. Our customer may
      use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/21/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Re: Trip ID# *********
      11/102023 - 11/12/2023

      I’m in need of my itemized folio for my recent ******* ****** stay on 11/10/2023. I need it for a rebate I have to submit to ******. Without it I will not get back my money. After they assured me that I will be provided with an itemized folio, now I’m being told they will not be able to honor my request. I really feel I’m being underhanded and because of this I risk losing out on rebate. It seems that no one within ***** ****** wants to help me nor do they really care to. They need to do the right thing and provide me w a simple receipt.

      Business Response

      Date: 12/01/2023

      We responded to our customer's concerns. To protect their
      privacy, we are not providing you with any details of our resolution. Our
      customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** ****. They were supposed to cover $2K towards a replacement AC unit but declined to pay only $500 violating the warranty agreement

      Business Response

      Date: 11/17/2023


      ******** *** ****

      ******* ********* 
      ********* **********
      ****** ******** ******
      ** ****** ****
      ********* ** *****

      ***      *** ********* ********* * ***** ******

      **** *** **********

      Thank you for your recent correspondence
      regarding Mr. ******** concerns with his AC replacement.

      This
      case was inadvertently sent to us.  Please
      contact the company directly regarding Mr. ******** complaint.

      We
      request that your records be corrected to ensure that the above referenced case
      file is recorded against the appropriate company.

      We apologize for
      any confusion or inconvenience they may have experienced. 

      Sincerely,
      Trisha J. R********
      Senior Manager

    • Initial Complaint

      Date:11/10/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We originally booked the hotel for 5 nights by redeeming 183,924 points. During check-in, we were dissatisfied with the hotel service and negotiated with the hotel manager to pay for only one night and receive a refund for the remaining 4 unused nights. We were instructed to call ***** Travel Customer Service to speak with the hotel manager, who had already approved the refund for the unused nights. They only required us to pay for the one night that was actually used.

      However, I was then informed that I needed to wait for two billing cycles to receive the points refund. To my surprise, a few weeks later, I discovered that I had been charged 46,216 points I was unsure about the reason for this charge. Consequently, I contacted ***** Customer Service to discuss the issue with my points. I was transferred to a supervisor who explained that the charge was a penalty fee of $462.16 (which is equivalent to 46,216 points redeemed) for the hotel cancellation and receive the partial refunds of 137,708 points. I never been informed about this charge! This unexpected development caught me off guard, and I questioned whether this was a normal procedure.

      Business Response

      Date: 12/27/2023

      Good afternoon:

       

      We responded to our above mentioned customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/07/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are unable to redeem our ******* *******.
      We are a long time ******* ******** customer and they offered us rewards if we signed up for their ******* ********* Credit Card. So we did, earned these rewards for purchases and now we are unable to redeem. We've been trying to do this all year long and still cannot redeem after repeatedly trying to use the website, phone app, letters, and phone calls. They keep sending us emails and texts about redemption amounts and links but they never work. Their excuse is that the system is experiencing a problem, try again later.
      Can you help us make them honor their offer?

      Customer Answer

      Date: 11/27/2023

      This issue has been resolved. About two weeks after the complaint, the website link finally worked and we were able to redeem our points. Thank you for your assistance.

      Business Response

      Date: 11/27/2023

      We responded to our customer's concerns. To protect their
      privacy, we are not providing you with any details of our resolution. Our customer
      may use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:11/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Aug. 2018 I purchased and a $200.00 warranty for a recliner I purchased at ***** for my Mother.
      The warranty was not used within the 5 year period so I was entitled to receive a warranty refund. I put in a claim to have my warranty returned to me however I've had to call several times to correct misinformation or lack of information for my refund and was told that the claim was finally updated and accepted and the coupon would be mailed to me. I still have not received it and there's a 30 deadline for the coupon to be used. Warranty sales check # ********. Recliner sales check # ********

      Business Response

      Date: 11/17/2023

      ******** *** ****

      ******* ********* 
      ********* **********
      ****** ******** ******
      ** ****** ****
      ********* ** *****

      ***      *** ********* ********* * ***** *******

      **** *** **********

      Thank you for your recent correspondence
      regarding Ms. ********* concerns with a recliner that she purchased from ******

      This
      case was inadvertently sent to us.  Please
      contact the company directly regarding Ms.
      ********* complaint.

      We
      request that your records be corrected to ensure that the above referenced case
      file is recorded against the appropriate company.

      We apologize for
      any confusion or inconvenience they may have experienced. 

      Sincerely,
      Trisha J. R********
      Senior Manager

    • Initial Complaint

      Date:10/23/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a business class ticket for two to *** **** at $1,379.96 through ***** ****** in October 2022. Due to an issue from ***** ******'s end, I was offered an alternative flight on *** ****** ******* priced at $6,812.76 without any additional charge. In April 2023, a significant schedule change occurred, prompting me to request an involuntary change to a later date. However, during the process of confirming this change in August, a miscommunication with the agent led to the non-issue of new tickets, resulting in a no-show scenario. Upon contacting ***** ******, I was initially offered a refund of $1,379.96 against a cancellation and no-show fee of $800, which I was dissatisfied with and rejected. I talked to a different agent at a later date, who offered a full refund of $6,812.76, for which I agreed to be charged an $800 fee.

      Despite multiple assurances from various agents and supervisors about the refund of $6,812.76, one month post the refund request, only $1,379.96 has been credited back to my account. Today, a supervisor reverted to the original refund amount, which is unacceptable as it does not align with the agreed refund amount of $6,812.76 as was agreed upon and confirmed in earlier conversations.

      ***** ****** insisted that the agent did not receive confirmation during the communication regarding the involuntary date change, and therefore bears no responsibility for the non-issuance and the no-show. They have again refused to perform the refund amounting to what the agent explicitly and repeatedly provided. This is apparently a case of double standards and a breach of business integrity. Given that the agent provided an amount, and that I agreed to and paid the cancellation fee, it is an agreement reached and should be adhered to.

      Business Response

      Date: 11/21/2023

      We responded to our customer's concerns. To protect their privacy,
      we are not providing you with any details of our resolution. Our customer may
      use their discretion in sharing our response directly with you.

    • Initial Complaint

      Date:10/19/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 15th 2023 we bought two tickets for a ******* *** flight through ***** Travel Rewards portal from ***** to ******, with a 2.5 hour layover in *****. ***** Trip ID *********, ******* ***line confirmation number ******.

      On July 21st 2023, we were informed that the timing of our *****-****** flight had been changed, such that our layover would be close to 12 hours. This made the flight ticket useless for us, as a 12 hour layover is too long and our onward travels within ****** would be adversely affected.

      Since then we have reached out to cxloyalty/***** Travel Rewards customer service phone number five times to cancel the ticket and get a full refund. They have so far refused to provide the refund.

      The customer service representatives keep mentioning that they need to get a waiver from ******* ***lines first before they can cancel the ticket. But after months of trying, they have not been able to get in touch with the airlines. This seems to be a communication issue between the cxloyalty and their airline partners, but for some reason we are being held liable for it. We have also tried to cancel the ticket through ******* ***lines directly as well, but get referred back to cxloyalty/***** since the ticket was bought through them. From our perspective, we are stuck with a ticket that we did not buy and that is unacceptable. We would like a full refund since we cannot use the ticket.

      Business Response

      Date: 11/08/2023

      We responded to our customer's concerns. To
      protect their privacy, we are not providing you with any details of our
      resolution. Our customer may use their discretion in sharing our response
      directly with you.

    • Initial Complaint

      Date:10/10/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have tried to contact ***** travel helpline (cxLoyalty) more than 30 times via phone but the concern has not been resolved yet. We have spent many hours over the phone in each call but are still waiting to get our concern resolved. It is regarding getting the refund of the cancelled legs of our flight round trip to ***** July 17 2023 to Aug 14 2023. Below are more details.

      We travelled to ***** from *** on July 17, 2023. Per plan it was expected to be ***-> ***->***->*** on July 17, 2023 and return ***->***->*** (on Aug 14, 2023). However the *** ***** flight ***->*** was delayed significantly (by about 4 hours) and due to that we couldn't go to *** as planned. We talked to the *** ***** counter at ********* and they helped cancel the following legs and asked us to contact you to get the refund of the cancelled legs.
      1) *** -> *** (3 passengers on booking reference number ******). Please see attached receipt with note from ********* *** ***** service counter.
      2) *** -> *** and *** -> *** (1 passenger on booking reference number ******). Please see attached receipt with note from ********* *** ***** service counter.

      Please help ud to get refund.

      Reference Id
      E-ticket number: *************
      E-ticket number: *************
      E-ticket number: 0987939024562
      E-ticket number: **************
      TripId: *********
      Ticket id: 504027
      PNR #: ******, ******

      Amount I paid : USD $7137

      Please find attached documents for reference which contains *** ***** confirmation for money to be refunded, itinerary and tickets

      Please help us to get refund.

      Business Response

      Date: 11/24/2023

      We
      responded to our customer's concerns. To protect their privacy, we are not
      providing you with any details of our resolution. Our customer may use their
      discretion in sharing our response directly with you.

    • Initial Complaint

      Date:08/21/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We did not approve this purchase


      $124.75 - June 6, 2023 - Credit Card - SALE - Approved - Products: AMT- COMPLETE BENEFITS PACKAGE (*****)

      Business Response

      Date: 12/19/2023

      Good afternoon:

       

      We responded to our above mentioned customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

       

    cxLoyalty is NOT a BBB Accredited Business.

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