Complaints

This profile includes complaints for Catalina Marketing Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Catalina Marketing Corporation

  200 Carillon Pkwy Saint Petersburg, FL 33716-1242

• 

  Catalina Marketing Corporation

  525 Vine St # 2200 Cincinnati, OH 45202

• 

  Catalina Marketing Corporation

  525 Vine St # 2200 Cincinnati, OH 45202

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.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have submitted a very thing requested by Catalina and have yet to receive my register rewards that didn’t print and it’s been over a month. Please see attached items.

  Business Response

  Date: 05/08/2025

  At Catalina Consumer Support,
  we take consumer concerns seriously, and we have conducted a thorough
  investigation into this matter. The consumer provided
  supporting receipts that qualified them for fulfillment of 2 promotions:
  Colgate Buy 2 Get $5 AND Oral B Buy 2 Get $3.Catalina Consumer Support can
  confirm that the consumer's fulfillment was indeed mailed out (for tickets
  5258877 & 5283701, Fulfilled 4/10/25, Mailed Out 4/11/25) and sent to the
  address provided by the consumer.
  
  Catalina Consumer Support
  understands the frustration that arises from not receiving expected mail, and
  we sympathize with the consumer's situation. However,  issues with the
  postal service delivery, loss / damage in transit, (etc.) are beyond Catalina
  Consumer Support's control.
  
  We
  encourage all consumers to review our Consumer Fulfillment Policy and FAQ
  (support.catalina.com) to understand the expectations for the fulfillment
  process. The support.catalina.com website has this available directly at the
  top of the web request form for all printed coupon requests.
  
  Catalina Consumer Support
  strives to treat all consumers equally by adhering to the fulfillment policy/
  FAQ. Therefore, we are unable to reprocess the fulfillment as no error was made
  prior to its dispatch. Catalina Consumer Support extends an invitation to the
  consumer to submit fulfillment requests for new transactions in the future if
  fulfillment is needed again at support.catalina.com.

  Customer Answer

  Date: 05/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when fulfilled I receive an email stating they have been mailed. However I didn’t receive that. I would like proof they were mailed out.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 05/14/2025

  While Catalina Consumer Support understands this may not be the outcome the consumer was hoping for, Catalina Consumer Support has thoroughly reviewed this matter, both at the time of the original fulfillment request and again during the responses to the BBB complaint. As outlined in the fulfillment FAQ and policy, Catalina Consumer Support sends fulfillment coupons using USPS standard mail, tracking is not possible with standard mail and delivery is beyond the scope of support and control. Catalina Consumer Support has provided all available findings and is unable to offer any further support regarding this matter.

  Customer Answer

  Date: 05/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Catalina sent to incorrect address.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello, my mother regularly buys from ********* and she's been missing catalinas but when she files the missing catalina form the page freezes right after trying to submit. This has caused her to lose $19 in-store rewards already and customer support have been no help.I urge you to take another look into your support webpage and get it fixed. Thank you

  Customer Answer

  Date: 04/17/2025

  My mother's information is the following:

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

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

  **********

   

  Additionally, some of the rewards lost due to the malfunctioning webpage were from purchases made on my step-father's account, and his information is the following:

  **** Venancio ********

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

  **********

  Business Response

  Date: 04/24/2025

  Catalina Consumer Support has not been made aware of any widespread or irregular issues impacting the functionality of the fulfillment website as described in the complaint.Catalina Consumer Support has received an average volume of fulfillment requests and has not observed a significant decline or disruption that would suggest a systemic issue.
  
  In response to this complaint, Catalina Consumer Support conducted multiple tests of the fulfillment website across a variety of browsers and device types. During this testing, the concern described (such as page freezing or an inability to submit due to website errors) could not be replicated. The website functioned as expected, with successful navigation and submission throughout the process.
  
  While Catalina Consumer Support recognizes that technology is not always perfect, when testing does not validate a reported issue and no widespread pattern is present, it is necessary to consider other contributing factors. These may include:
  
  The consumer accessing an incorrect or outdated web page (correct URL= **********************************)
  Unexpected disturbances in internet connectivity
  Browser-specific issues or local device interference
  
  These are circumstances that fall outside the scope of direct support for Catalina Consumer Support services.
  
  Catalina Consumer Support is happy to offer further assistance by walking the consumer through the webform process for any new fulfillment request. However, Catalina Consumer Support is unable to submit requests on behalf of consumers, as the form requires the consumer to upload receipt attachments that Catalina Consumer Support cannot receive or process via alternative channels.
  
  Catalina Consumer Support remains committed to ensuring a smooth and fair process for all users and appreciates this opportunity to address this concern.
  
  Sincerely,
  Catalina Consumer Support

  Customer Answer

  Date: 04/25/2025

   
  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,
  
  Greko ****** *******

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 1/28/25, I purchased 3 qualifying puffs, charmin, or bounty products and was suppose to receive a $3 register reward at *********. The Catalina machine wasnt working so a $3 register reward didnt print. The cashier told me to contact Catalina about it. I did as instructed and filled out the form with the receipt on 1/28/25 through the Catalina site. On 1/31/25, I received a very automated response saying my claim was denied. They gave me many reasons for why it was denied without specifying one it was. I messaged back asking for clarification on exactly which conditions were met. No one responded. This company is pretty much a scam. Theres no way to contact anyone and all responses are automated.

  Business Response

  Date: 02/14/2025

  Catalina Consumer Support appreciates the opportunity to address the complaint filed by the consumer regarding the denial of their fulfillment request. At Catalina Consumer Support, we take all consumer concerns seriously, and we have thoroughly investigated the matter.
  
  We can confirm that the consumer's fulfillment request (Ticket# ********; Bounty, Charmin, Puffs Buy 3 Get $3) was denied because the shelf promotion captured was not a Catalina offer, which prevented us from providing fulfillment. While we understand the store associate mistakenly directed the consumer to contact Catalina Consumer Support, unfortunately, we were unable to assist as we were not involved in the campaign and therefore did not have access to provide fulfillment. The denial emails are automated once it is verified fulfillment cannot be provided to ensure that all consumer fulfillment requests are addressed as quickly as possible.
  
  Furthermore, Catalina Consumer Support will continue to collaborate with the store to address any printer issues and ensure that qualified Catalina prints are generated at that register with the help of the store personnel. We appreciate the consumer's feedback and for reporting their store experience.
  
  Catalina Consumer Support invites the consumer to submit future fulfillment requests for new transactions, should they require assistance again. Fulfillment will be provided with proof of a qualifying purchase if the promotion is associated with Catalina and all fulfillment guidelines are met.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22925089
  
  I am rejecting this response because:

  This was a promotion offered by Catalina. All register rewards are Catalina offers including this PG promotion. 

  Business Response

  Date: 02/18/2025

  After thoroughly reviewing the situation with our sales team on 3 separate occasions, we can confirm that there was never a promotion for "Bounty, Charmin,or Puffs Buy 3 Get $3" for the target market in question. Catalina does not provide shelf tags for individual stores to display in their stores, therefore we can only conclude that the shelf tags shown in the photos provided by the consumer were received in error for this store. 

  Catalina does set up the programs with the approval of the retailer and only prints coupons based on the specifications provided by the retailers and/or manufacturers. As such, Catalina Consumer Support does not have access to fulfill promotions that Catalina is not directly involved in and/or that are not approved for the target market in question.

  While Catalina Consumer Support understands this may not be the outcome the consumer was hoping for, we have conducted a thorough review of the situation, both when the fulfillment request was initially made and again 2 more times responding to the BBB complaint filed. Catalina Consumer Support is unable to offer any further support regarding this matter, as no formal fulfillment for the specified offer exists for the consumers market.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22925089
  
  I am rejecting this response because I already contacted ********* concerning this matter. They said that any register reward promotions Catalina printable  such as the P&G promotion one is to be handled by Catalina. They also added they had no control over what prints from the Catalina machine. 
  
  

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 had filed a coupon fulfillment request on support.catalina.com for $3 for buying whole blends products and was given ticket # *******.
  
  This request was fulfilled on 1/16/25.
  
  On 1/25 I checked my mail and I had received the register reward but it expired the day before on 1/24.
  
  On 1/26 I called Catalina to report the issue of receiving an expired register reward & I was given a new ticket # of ********.
  
  I advised them I have an email from USPS showing that this Catalina was delivered on 1/25 (see attached email). I told them that when opening the letter the register reward expired on 1/24 (see photo of expired Catalina, register reward, and letter).
  
  Martin Luther King day was 1/20 and there was NO mail as this is a holiday.
  
  I am requesting a replacement register reward as the one received had expired in transit.
  
  As a customer I have NO control over the mail or when items will arrive. I have provided documentation showing the piece of mail was delivered on 1/25 and that the coupon already expired on 1/24.

  Business Response

  Date: 02/11/2025

  Catalina Consumer Support
  takes consumer concerns seriously, and we have conducted a thorough investigation into
  this matter.
  
  While Catalina Consumer
  Support sympathizes with the situation, our research verifies that sufficient time was allotted for mailing, and it
  is beyond Catalina Consumer Supports control how long it takes for the post
  office to deliver and/or for the consumer to acknowledge delivery of the
  fulfillment. Per the attachments the consumer provided, the date of 1/16/25 on
  the letterhead matches the metered postage date further validating the pass off
  date to the post office.
  
  As per Catalina consumer
  fulfillment policy and FAQ, we are unable to process
  re-fulfillment for this request. Should fulfillment be needed in the future for
  a different transaction, Catalina Consumer Support will continue to do our best
  to assist with any valid request.
  
  If the consumer has any
  additional questions related to this or would like to know how to contact
  Catalina Consumer Support for future fulfillment requests (if needed), please
  direct them to see the Catalina Fulfillment website: www.support.catalina.com
  

  Customer Answer

  Date: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have provided the email already in the compliant that shows the letter was delivered to my home on 1/25 which is after the reward had expired. Please review the documents I had already submitted and be advised there are national weather events taking place which are impacting the timeliness of mail being delivered 
  
  
  
  Sincerely,
  
  ******* ********* 
  
  ******* *********

  Business Response

  Date: 02/19/2025

  While we understand and
  empathize with the consumer’s situation, we have already provided comprehensive
  information regarding our findings and Catalina Consumer Support’s fulfillment
  policies / guidelines in our previous communication. Although this may not be
  the outcome the consumer was hoping for, Catalina Consumer Support has
  fulfilled our obligations and are unable to offer further support related to
  this complaint.
  
  At Catalina Consumer Support,
  we remain committed to assisting with fulfillment requests and providing
  our services to the best of our ability. We encourage consumers to carefully
  review the Catalina fulfillment policy and the fulfillment request submission
  form to ensure consumers have a clear understanding of our process and
  responsibility threshold. Delivery of fulfillment letters by the USPS are beyond our
  control, as outlined in our previous reply.

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have unsuccessfully attempted to contact Catalina regarding a coupon support request made on August 10, 2024, for a coupon that did not print at my local Walgreens.I expected to receive a Register Rewards coupon for $2 off a future purchase by buying 2 participating ********* products on August 9, 2024, as described in ********* weekly advertisement and labeled on shelf tags at my local store. After I did not receive the coupon at the store, I submitted a Personalized Printed Coupon Support form, accompanied by my store receipt and snapshots of the advertisement and in-store shelf tag, via Catalinas website.Catalina answered by e-mail on August 10 by stating that my request had been assigned to the Service Desk Team. On August 19, I inquired about the status of my request, but have not received a reply.I have attached images of my submission to Catalina and a copy of the e-mail messages described above. Please note that the in-store shelf tag contains a UPC code matching that listed on my receipt and clearly shows the product qualifies for the Register Rewards offer. I request BBBs assistance in getting a response from Catalina Marketing and obtaining the $2 Register Rewards coupon.

  Business Response

  Date: 09/24/2024

  Catalina Consumer Support
  appreciates the opportunity to respond to the complaint filed by the consumer
  regarding the non-receipt of their mailed fulfillment. At Catalina Consumer
  Support, we take consumer concerns seriously, and we have conducted a thorough
  investigation into this matter.
  
  Catalina Consumer Support can
  confirm that the consumer's fulfillment was indeed mailed out (Per Ticket
  04821190) and sent to the address provided by the consumer. In order to best
  serve all consumer fulfillment request, once a fulfillment request is processed,
  Catalina Consumer Support closes the ticket and no longer receives
  notifications of inbound emails associated with that fulfillment request.

  This
  is captured in a simplified breakdown of our fulfillment process: 
  Consumer
  Submits a printed coupon fulfillment request (must have all required
  fields filled out and attach a clear image of a receipt)
  The
  transaction is researched and confirmed
  Consumers
  address is processed as provided by the consumer on the web request form
  Fulfillment
  is processed
  Fulfillment
  is printed
  Fulfillment
  letter is printed
  Ticket
  is closed
  Postage
  is paid
  Fulfillment
  is provided to the US Post Office for delivery to the consumer at the
  address provided.
  
  Catalina Consumer Support
  understands the frustration that arises from not receiving expected mail, and
  we sympathize with the consumer's situation. However, factors such as
  incomplete or inaccurate addresses, issues with the postal service delivery,
  loss/ damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  To provide clarity, we
  encourage all consumers to review our Consumer Fulfillment Policy and FAQ to
  understand the expectations for the fulfillment process. The
  support.catalina.com website has this available directly at the top of the web
  request form for all printed coupon requests. 
  
  Catalina Consumer Support
  strives to treat all consumers equally by adhering to the fulfillment policy/
  FAQ. Therefore, we are unable to reprocess the fulfillment as no error was made
  prior to its dispatch. Catalina Consumer Support extends an invitation to the
  consumer to submit fulfillment requests for new transactions in the future if
  fulfillment is needed again.
  

  Customer Answer

  Date: 10/02/2024

   
  
  Complaint: 22307408
  
  
  
  I am rejecting this response because I am seeking clarification for the following:

  I made 2 requests at about the same time for coupons that did not print at my local Walgreens:
  
  * $5 for purchasing 4 Charmin products (#(Ref:IN:04821188))
  * $2 for purchasing 2 Palmolive products (#(Ref:IN:04821190))
  
  I received a message on 8-14-24 at 11:56 PM PDT that Ticket 04821188 had been closed, and I indeed received the associated coupon on 8-20-24.
  
  I did not receive such a closure message for Ticket 04821190, which is why I sent a follow-up message to Catalina on 8-19-24, as documented in my submission to BBB.  Catalina’s response stated that the coupon associated with Ticket 04821190 had been mailed out and the ticket was closed.  As of 10-1-24, I had not received the coupon. However, I did receive a closure message for Ticket 04821190 at 11:58 PM on 10-1-24, 7 days after Catalina’s response.
  
  In light of the above, I would like a response from Catalina to the following:
  
  * Was the $2 coupon intended to be sent in the same envelope as the $5 coupon, and somehow was not enclosed?
  
  * Does the recent closure message for Ticket 04821190 indicate that the $2 coupon has just been sent out?
  
  
  
  Sincerely,
  
  
  
  Cyril Mehta

  Business Response

  Date: 10/04/2024

  Catalina Consumer Support
  thanks the consumer for the clarification request and apologizes for any confusion
  caused by our initial response.
  
  Regarding tickets 04821190
  and 04821188, both were received on the same day. However, for ticket 04821190,
  the promotion had already ended by the time the fulfillment webform request was
  received, preventing printing fulfillment for that specific promotion. To
  address this, Catalina Consumer Support placed the request on hold while we
  anticipated a similar promotion becoming available as a substitute.
  Unfortunately, that was delayed.
  
  Catalina Consumer Support has
  since identified the Colgate Ajax and Palmolive Buy 2, Get $3 promotion, which
  began on 09/29/2024. This is why ticket 04821190 wasn’t submitted for
  fulfillment until 10/01/2024 and is currently being processed.
  
  Catalina Consumer Support is
  pleased that the consumer has already received one of the fulfillments and
  hopes the consumer is happy to learn that she will receive a $3 reward instead
  of a $2 reward due to the substituted promotion that is being used.
  
  Sincerely,
  Catalina Consumer
  Support

  Customer Answer

  Date: 10/13/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by Catalina in reference to complaint ID 22307408.  I received the Register Rewards coupon on 10-10-24 and successfully redeemed it. This resolution is satisfactory to me.

  
  
  Sincerely,
  
  
  
  Cyril Mehta

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hi ,today I received two Catalinas of $10.00 each one with the expiring day, I didnt have a least one day to redeem .can you help Thank you.

  Business Response

  Date: 07/03/2024

  Catalina Consumer Support has thoroughly investigated the matter and found the following.
  
  The consumer completed an online marketing form that is not linked to the Catalina Consumer Support team,which initially delayed Catalina Consumer Support's response as our staff worked to identify the appropriate department to handle the request. However,Catalina Consumer Support did eventually receive the consumer's message and promptly responded via email on the same day (Friday, 6/28/24). Catalina Consumer Support took the necessary time to thoroughly review and research the request, and subsequently provided the following response to the consumer (per ticket #********):
  
  While Catalina Consumer Support sympathizes with the situation, Catalina Consumer Support has researched and verified that sufficient time was allotted for mailing, and it is beyond Catalina Consumer Supports control how long it takes for the post office to deliver and/or for the consumer to acknowledge delivery of the fulfillment. As per Catalina consumer fulfillment policy and FAQ (please see below), we are unable to process re-fulfillment for this request. Should fulfillment be needed in the future for a different transaction, Catalina Consumer Support will continue to do our best to assist with any valid request.
  
  Catalina Fulfillment Policy/ FAQ:
  How long will it take to get my replacement coupon?
  Catalina cannot guarantee delivery by offer deadlines/expiration dates.
  
  If the consumer has any additional questions related to this or would like to know how to contact Catalina Consumer Support for future fulfillment requests (if needed), please direct them to see the Catalina Fulfillment website: *******************************************

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 March 16, 2024, I purchased Nexus and **** Moisture Conditioners costing in excess of $30 and was supposed to receive a rebate /coupon in the amount of $10 at checkout. Catalinas printing machine was not working, and thus, I did not receive the $10 coupon. I immediately followed the instructions on Catalinas website for remedying their failure to perform (after I accepted the offer by purchasing the required products). I got a response email. I was then told that I should receive the coupon via US mail within 10 business days. I still have not received anything from them. They have told me on several occasions to just wait a little longer. On April 10, I received an email saying that the ********************** would be sending a replacement coupon within 2 business days, and that, once mailed, I should receive it within 10 business days. I have called since, and was just informed via email that my request for the $10 coupon I was supposed to receive on March 16 has been denied because they do not have a mechanism to verify usage status of fulfillments once they have been dispatched. They never sent me the coupon in the first place and I would think that if they had and I had used it, they would know!

  Business Response

  Date: 06/03/2024

  Catalina Consumer Support appreciates the opportunity to respond to the complaint filed by the consumer regarding the non-receipt of their mailed fulfillment. At Catalina Consumer Support, we take consumer concerns seriously, and we have conducted a thorough investigation into this matter.
  
  Catalina Consumer Support can confirm that the consumer's fulfillment was indeed mailed out on 3/21/24, as requested in Ticket ********, and sent to the address provided by the consumer.
  
  Since the initial request,Catalina Consumer Support observed additional communication from the consumer,resulting in 4 additional tickets related to this transaction. Each inquiry required our team's time and resources to investigate thoroughly. Despite our efforts, our findings remain consistent:
  
  The transaction was confirmed
  Consumers address was processed as provided by the consumer:
  Fulfillment was processed
  Fulfillment was printed
  Fulfillment letter was printed
  Postage was paid
  Fulfillment was provided to the US *********** for delivery to the consumer at the address provided.
  
  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery,loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process:
  
  Catalina Consumer Fulfillment Policy:
  *****************************************************************
  
  Catalina Consumer Fulfillment FAQ:
  ***********************************************************
  
  Catalina Consumer Support strives to treat all consumers equally by adhering to the fulfillment policy/FAQ. Therefore, we are unable to reprocess the fulfillment as no error was made during the fulfillment process. Catalina Consumer Support extends an invitation to the consumer to submit fulfillment requests for new transactions in the future if fulfillment is needed again.
  
  If further details or actions are necessary, please do not hesitate to contact us.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21710957
  
  I am rejecting this response because: the company did not mail me the $10 they owe to me, either initially (in March of 2024) or after they promised me (on April 5) that they would send the $10 they were supposed to send in March. See attached email from April 5.
  
  Sincerely,
  
  ******************

  Business Response

  Date: 06/06/2024

  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery, loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process.
  
  Catalina Consumer Fulfillment Policy: *****************************************************************

  Catalina Consumer Fulfillment FAQ: ***********************************************************

  Business Response

  Date: 06/06/2024

  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery, loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process.
  
  Catalina Consumer Fulfillment Policy: *****************************************************************

  Catalina Consumer Fulfillment FAQ: ***********************************************************

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21710957
  
  I am rejecting this response because:
  
  Sincerely,
  
  K ********

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  05/03/2024 Hola buenas tardes, el dia ****** hice una transaccin en la tienda de ********** donde decia que si gastaba 20 dolares me darian una catalina de 5 de p&g Hice mi compra y no me dieron mi catalina

  Business Response

  Date: 03/08/2024

  Catalina Consumer Support is responding to the BBB complaint regarding a consumer complaint that they did not receive their coupon(s). The consumer has submitted fulfillment requests recently in March to the Catalina Consumer Support website, currently having three tickets pending processing for fulfillment (********, ********, 04477347).
  
  Due to the limited information provided in this complaint,Catalina Consumer Support is unable to determine if the consumer is complaining about a retailer store customer experience or if they are under the impression that Catalina Consumer Support is not working on the fulfillment requests that they submitted via the Catalina Consumer Fulfillment website.
  
  We kindly request that the consumer reach out to the store if the issue is related to a retailer store customer experience. If the complaint is associated with a Catalina Consumer Fulfillment request, we ask the consumer to clarify the BBB complaint and advise if they received an email or communication regarding a fulfillment denial. Additionally, providing receipts for the fulfillment requests would assist us in further research if/why a denial was advised.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in December I went to ********* and was supposed to get a $5 register reward that didn't print. I contacted Catalina and they took over 2 weeks to respond and when they did the coupon they sent had already expired by the time it arrived. I messaged them about this and they claimed "due to limited promotion dates, we can't reissue or replace expired coupons", however at the time the promo for this coupon hadn't even expired yet. It is unfair that the system is faulty in printing out coupons then they send coupons that are expired. They are not fulfilling their promised promotions. I responded requesting that they do so and nobody bothered responding, so now I'm filing this complaint.

  Business Response

  Date: 02/28/2024

  Catalina Consumer Support is writing in response to the consumer complaint filed against us regarding the expiration of a fulfillment coupon.
  
  Consumer Fulfillment Request Ticket# ********: We received the consumer's request on 11/19/23, processed and mailed the $5.00 manufacturer fulfillment coupon, which was valid for 7 days from the print date as per the manufacturer's set guidelines. The coupon was printed and placed in the mail on 11/27, it was picked up by the mail carrier that day, allowing sufficient time for delivery before the expiration date of 12/4.
  
  (***Important Note: Catalina Consumer Support is unable to alter the expiration dates of printed coupons for fulfillment. The duration of the expiration date is determined by specific guidelines for each promotion and is not based on the length of time the promotion is active.)
  
  Consumer Complaint Ticket# ********: Catalina Consumer Support understands the consumer's concern regarding the expired coupon advised to have been received on 12/6/23. However, regarding the consumer's request to mail a new fulfillment to a different address, our policy states that we cannot guarantee delivery by offer deadlines or expiration dates. We regret any inconvenience this may have caused and encourage the consumer to refer to our website for further information on our policies and frequently asked questions,available at ********************************************************************************.

  
  While Catalina consumer support always strives for excellence and do our best to support consumer's fulfillment requests, Catalina Consumer Support is unable to reissue or replace expired coupons and cannot control delays in mail or coupon use. The Catalina Consumer Support FAQ &Policy guidelines for fulfillment are provided so that expectations are clear.We empathize with the consumer's situation and hope the consumer will continue to reach out to Catalina Consumer Support for future fulfillment needs.
  
  If the consumer has any further questions on our policies,they are welcome to view this at our website: **************************************************************** or they can view the Consumer FAQ at: ********************************************************************************.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  Catalina Consumer Support

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21343470
  
  I am rejecting this response because:
  Its a scam to have a promotion then when the promotion doesnt work mail the consumer an expired coupon and not take responsibility. I will file a complaint with the Federal Trade Commission. 
  Sincerely,
  
  ******************

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Incident ******** $4 Register Reward From *************** Receipt Rfn 0089-1714-4550-2401-1703, I Enclose Photos From Consumers Reporting That Register Rewards Are Back On Online Orders If You Can Treat Everyone Equally That's Discrimination I hope You Consider Your Decision Thank You $4 Register Reward

  Business Response

  Date: 01/26/2024

  Catalina appreciates the opportunity to address the BBB complaint filed by the consumer regarding non-receipt of register rewards during recent online ********* transactions. Catalina Consumer Support takes customer concerns seriously, and we have thoroughly investigated the matter.
  
  Upon receipt of the BBB complaint, we conducted a detailed review, including verifying detail posted on ********* website and escalation to determine if there had been any changes. We were told the same detail that was posted on the ********* website and that is that the Register Rewards (Also referred to as Savings and In Store Rewards) are only given for in store purchases. Below is part of what is shown on the ********* website, outlining that Register Rewards are only printed for qualified transactions made in store.
  
  Coupon Policy Help (walgreens.com)

  Earning Register Rewards/Savings Rewards
  Catalina offers that are printed in store are rewards earned for in store transactions only. They are not offered for same day delivery, curbside pickup, in store pickup, ship to home or ship to store orders. At select times, online customers will have the option to select online only rewards offers (if qualified) and will be applicable to same day delivery, curbside or instore Pickup, ship to home or ship to store orders.
  
  It is important to note that Catalina only prints coupons according to retailer and manufacturer specifications. Catalina does not discriminate, as the system only looks for promotion requirements to be met for the coupons to print.
  Catalina Consumer Support values our customers and is committed to providing exceptional service. If the BBB or the consumer requires any further information or assistance, please do not hesitate to contact us directly. We are here to help resolve any concerns and ensure a positive customer experience.