Complaints

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:09/26/2022

  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 had multiple gift cards received from elite rewards last year (2021) those had no expiration date. So I didn't use those until today. When I tried to use those gift cards today (24 September, 2022), each of those was asking for username and password which was never provided to me. The cards were accessible through the link sent to my email address only, while I last checked those upon delivery and it showed the gift cards never expire. Because of this I didn't use those earlier, and when I today attempted to redeem those gift cards, I could not access any of the gift cards. This is very disappointing as I have no access to those gift card money anymore, though it was promised that the gift cards won't expire. The cards are associated with my email account. I sincerely expect fair solution from the company and getting back my gift card money. Looking forward to hearing fair decision soon in this regard.

  Business Response

  Date: 09/26/2022

  Hello Satar,

  Please let us know what business awarded you the reward cards.

  If you can please share one of the 16 digits card numbers.

  Thank you,

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

  Elite Rewards

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18125285
  
  I am rejecting this response because: they did not share any support email or contact info, where to contact to solve this issue. 
  
  Sincerely,
  
  Naw *************************

  Business Response

  Date: 10/03/2022

  Hello Naw,

  I need more inforamtion to help you.

  Please tell me what company ordered rewards for you.

  I cannot locate you by name or email.

  Thank you,

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

  Customer Answer

  Date: 10/04/2022

  Hello ***,
  

  I'm not sure of the business name, as the cards were sent in email a year back. I am copying the full email with the sender email if that is helpful. But when I received those emails, all cards showed no expiration date. That's why I did not use those cards immediately. Please see below the emails.

   

  *********************************************Gift Card 1****************************************************************************************

  Date Sent: 8/18/2021
  

  True Fresh <******************>
  
  Hello Naw Safrin,
  
  
  
  Kinds Regards,
  
  
  Elite Rewards

  **************************** End *******************************************************************************************

   

  
  *********************************************Gift Card 2 ****************************************************************************************

  Date Sent: 8/7/2021
  

  LITTLE WIZARDS <******************>
  
  
  Hello Naw Safrin,
  
  
  
  Kinds Regards,
  
  
  Elite Rewards

   

  **************************** End *******************************************************************************************
  
  
  *********************************************Gift Card 3 ****************************************************************************************

  Date Sent: 7/2/2021
  

  AHQ <******************>
  
  
  Hello Naw Safrin,
  
  
  
  Kinds Regards,
  
  
  Elite Rewards

  **************************** End *******************************************************************************************
  
  
  

  Business Response

  Date: 10/05/2022

  Naw *************************.

  You have filed against the wrong company.  We are Elite Rewards.

  You are dealing with EliteRewardCards.  All I could find to help you is this from twitter.   https://twitter.com/eliterewardcard?lang=en

  I respectfully ask you to withdraw and close your complaint against Elite Rewards.

  Thank you,

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

• Initial Complaint

  Date:09/19/2022

  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.

  I purchased $3,225 worth of furniture from the Ashley ***** in ******, ** on February 8th 2022. All my furniture was delivered on 3/1/22 and they promised me $150 Mastercard would be sent a few weeks after delivery. Ive been given the run around by Elite Rewards you cant get anybody on the phone, and their email support responds but never sends the voucher. Ive provided the invoice multiple times and still to date no gift card. This is very frustrating as the store manager ********************* continues to give me the run around as well stating she doesnt know what to do. Its a shame that a business would operate like this, and Im not sure if I will ever purchase anything again from them after the disappointing service.

  Business Response

  Date: 10/11/2022

  Hi ******,

  We received confirmation from ****** today to send you the reward expected.

  Please let me know you received this email.

  
  W9E8RH41616

  EFK7UY41616
  
  Above is your voucher number(s).
  Please process at our website below.
  An email will follow within 5 business days to confirm your delivery preference from ****************************
  
  https://ashleyrewards.biz/

  Thank you,

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

  Elite Rewards

  Customer Answer

  Date: 10/12/2022

   
  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

  Date:09/14/2022

  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.

  Made a mattress purchase through Ashley ********** I was approved for financing and offered a rewards **** through elite rewards and have never received it. I have escalated the issue and again was promised resolution but they are no longer answering my emails. Below is the purchase record information. ******************** delivery date delivered 3/1/2022

  Business Response

  Date: 09/15/2022

  Hello ****,

  I am contacting the corporate office of the ************ in question.  I will find out why your have not been sent to us.

  Thank you,

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

  Elite Rewards

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 18027443
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/19/2022

  Hello ****,

  I heard back from *************

  Elite was told your order did not qualify for the promotion.

  You financed for 72 months and the promotion was for 60 months financing.

  I believe your complaint should be against the store not Elite Rewards.

  Thank you,

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

  Elite Rewards

   

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair 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 purchased $6,995.00 in furniture from Ashley ********* on February 12, 2022. I was supposed to receive a gift card of 600 dollars after the furniture was delivered. The furniture was delivered on June 13, 2022. I have reached out to ****** and the invoice was emailed to Elite. I talked to someone at Elite and the employee confirmed that the invoice was at the company and I would receive a voucher number in 10 days. I have not received anything and I have been trying to get in touch with someone for weeks with no response. I have left numerous voice messages and emails. The invoice and sales number is **********.

  Business Response

  Date: 09/16/2022

  Hi ******,

  We reached ****** and they have approved rewards for you 384.00

  I am showing that you have multiple voucher codes. Please see all of your voucher codes below. In order to redeem your vouchers please visit https://ashleyrewards.biz and enter in the voucher codes below. These vouchers are case sensitive. Please make sure that all letters are capitalized when entering. Feel free to contact us if you have any additional questions.
  Voucher Codes:

  SMRNBF41389

  7C3FZS41389

  TES4Q741389

  C5MS9Y41389
  
  Thanks for being a valued customer

  Customer Answer

  Date: 09/16/2022

   
  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

  Date:09/09/2022

  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.

  I spent **** dollars on couches back in June of this year 2022 in ****** **********. I was promised a 170 dollar **** card after the delivery. Here it is September and nothing yet. I've tried calling every number I could to ask we're it was, all I kept getting was the run around. So I'm still waiting of course. ****** Furniture you are horrible .

  Business Response

  Date: 09/09/2022

  Hi ******,

  They actually requested ****** for you.  Sorry you missed the email last month.

  I am showing that you have multiple voucher codes. Please see all of your voucher codes below. In order to redeem your vouchers please visit https://ashleyrewards.biz and enter in the voucher codes below. These vouchers are case sensitive. Please make sure that all letters are capitalized when entering. Feel free to contact us if you have any additional questions.
  Voucher Codes: 

  LJ8YT440722

  JUYZCC40722

  ACUT6E40722

  Please let me know if you need addtional assistance.

  Thank you

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

  Elite Reward

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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.

  On May 7th I went in to ********************** to buy an entertainment center. The sales lady said they were having a promotion that if you spent a certain amount of money you could receive a Master Card with up to $500.00. She suggested we buy a matching dining room table and chairs to get the full benefit of the promotion which we ended up doing. We were told we would receive the Master Card in the mail with in 3-4 weeks after the delivery date. Our delivery date was May 21st. Still no Master Card!! I have contacted Elite Rewards several times with Several emails. I have sent all the required documents they have asked for. I keep getting told the card will be sent. Several months and nothing. I reached out to them a week ago and found out that ******* no longer works there and talked to ***. She assured me i would now get a voucher within 5-7 days still nothing. Now it appears they have blocked my phone number because i call and it says they wont accept calls from my number. However if i call from another line it goes to a voicemail asking me to email them. I have emailed at least 10 times. I have talked to at least 4 different people. I have had several ticket numbers which they say they cant find. If I don't receive the Master Card that we were promised I am going to file a lawsuit in small claims court. I am done dealing with Elite Rewards they are liars and dont care about helping to resolve this issue. It has been several months and it should take this long or be this hard to get what was promised. ********************** should not allow their customers to be treated like this.

  Business Response

  Date: 09/06/2022

  Hello ********,

  Your rewards were finally authorized last week.

  Thank you for contacting us, I would be glad to help you. I am showing that you have multiple voucher codes. Please see all of your voucher codes below. In order to redeem your vouchers please visit https://ashleyrewards.biz and enter in the voucher codes below. These vouchers are case sensitive. Please make sure that all letters are capitalized when entering. Feel free to contact us if you have any additional questions.
  Voucher Codes:

  68Z37B41176

  MR23WE41176

  UQZ8S241176

  XXSBC641035

  D5BCCE41041
  
  Thanks for being a valued customer,

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

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

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

   

  Customer Answer

  Date: 09/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that now i have been given 5 vouchers and i have to login to a website and enter each one separately.  I have to fill out information for each one as well instead of just receiving 1 Master Card as promised.  I did this for each voucher code that was issued.  Now i have to wait for 5 separate emails and follow the instructions and allow more time to receive this card. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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.

  Received a 2 night, 3 star hotel stay, as part of promotion for buying a mattress. I sent my form in June, didn't hear back. Assumed it was because I forgot to send acknowledge form which I sent aug 27th. Aug 29th, service rep contacted me, said I'm not in 35 day guidelines and can't use certificate. After several emails, they extended certificate til Oct 31st...however. only hotels that are available are 2 stars and some have bed bugs. We wanted to stay at a la quinta, and elite rewards said it's not avaliable. I talked to ********, they said they would honor certificate and have availability. So, I don't understand the problem. This promotion was presented as a luxury get away...not a 2 star, bed bug/low quality stay. I'm not asking for a 5 star hotel in a popular city. I'm looking for an average hotel stay in a small city. I would accept $ to put towards hotel stay.

  Business Response

  Date: 09/07/2022

  Good morning,

  This customer did not follow the required guidelines of the certificate, even though she signed to abide by the guidelines page.   She completely disregarded the guidelines and was upset when she was advised she hadn't followed the guidelines.  She did not submit back in June as she tried to state she did.  

  Her certificate could not be processed as requested since she didn't submit correctly and the certificate was expiring before being able to use.  We graciously extended her certificate for 30 days but at this point we are bound by availability of the allotment in our travel program.  She was given lots of choices in a variety of cities and dates which she asked for.  She could select any of the open options, which she did, but she hasn't even stayed at her selected hotel because her booking is in October. 

  We would be happy to cancel her booking and allow her certificate to be expired and unusable if she would prefer?  Extending her certificate was the only way she would be able to use the certificate but no good deed goes unpunished.

   

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17900153
  
  I am rejecting this response because I did submit the form in June. I sent proof of submission. I did not receive a call back from any agent. I resubmitted aug 27th.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2022

  I am sorry but this customer submitted on Aug 27th and as you can see, her signature on her paperwork is dated 8/20 (see attached).  Had these forms been submitted in June, it would have been dated in June. Please note:  we did have our IT department scan for her name, her email and her certificate to see if we somehow had anything from her back in June but nothing came through to our server until June.  Again, and her paperwork is dated in August....not something you would do if filling out and submitting in June. 

  In addition, this customer did not follow the guideline for 35 days submission.  Lastly, this customer requested a date that was a noted as a blackout date per signed guideline page.  Even with all of the guidelines not being met, we graciously extended her certificate for 30 days so she could at least get use out of it.  Again, we are bound by allotment openings and she selected one of those openings and her reservation has been booked, which she is aware is non-refundable and non-changable. 

  As mentioned previously, had we not been willing to extend the 30 days, the customer could not have used the certificate at all since she did not follow 3 of the guidelines, agreed to by her signature.  We are more than willing to allow her to keep that extension and use the booking she has selected for dates in October.  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17900153
  
  I am rejecting this response because:

  I am attaching the screen shot of submission email in june. I didn't have a date on the original form...just but generic travel in september to shabogyen because I was informed that a reprensentivie would get back to me to discuss travel dates. I added dates when ***** informed me it had to be completely filled out. My original submission didn't include the signed acknowledgement form. That was disclosed on Aug 27th and why the date said 8/20.

  I am not asking for a million dollars. I am merely asking for a hotel stay in shaboygen ********* on a weekwnd...that doesn't have me sleeping with bugs.

  I don't know why there is an issue or why I am having a hard time when we both can agree WE had poor communication on both parts.

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

  Business Response

  Date: 09/26/2022

  We tried over and over to satisfy this customer by extending the certificate expiration date, checking various cities and various date she wanted us to try and see openings.  We gave her option after option after option of openings still available even though her certificate was technically expired.

  Finally, this customer selected the date and hotel she wanted us to book on Sept 5th at 12:49am via email. (on file)  She is fully aware the booking is non-cancellable and not able to be changed.  (per signed guidelines and certificate)

  She tried to call directly to the hotel and through the travel broker to change it and they would not change either.  She accepted the date and property and we cannot make a change to it.  We are not trying to be difficult.  We booked her as she requested.

   

   

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 17900153
  
  I am not trying to be difficult. But I was not able to pick my hotel or the date. I was told when there was availability. I did call to see what it would take for me to get the dates I want...and the hotel and orbitz both said the change has to come from travel agent who booked. Travel agent said its through orbitz. Therefor I am confused. I wanted to day october 14. 15 and 16. On Sept 5th that was within the 30 day away time frame...but I still wasn't allowed to travel that weekend. I truly don't understand. I did not get hotel choice, I had 3 options to choose from. I didn't get to pick weekend, they told me when I could go. This whole ordeal has been nothing but a headache. Hotel said I can come on 14th, ****** said I could come on 14th...travel agent said I cancan't. Why is that? I have documentation from orbitz and hotel that approved date change. Then travel agent emailed me and told me hotel didn't approve...my paperwork says otherwise.

  I just never thought customer service for a free promotion would be so confusing.

  In some part, we are both to blame.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/07/2022

  I have emailed ****** to assist in changing her booking. We need her response asap to finalize.  Thank you

  Customer Answer

  Date: 10/07/2022

   
  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. ***** is working with me to accomodate my booking.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair 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.

  Made my first purchase in June, approx $2000. Second purchase in July approx $2300 and another in July for approx $550. I was to receive reward card(s). And I was told $200 for the first order and $200 for the second order. Also, I needed to allow three weeks from delivery date (it is now September), and look for an email to claim these cards. So far, I have received one single card for $100 on my June order. And nothing else. I did, however, receive an email two days ago for a $36 card??? But I have not, and will not, claim it. I'm done with asking the store what the problem is, as they blame the Elite Rewards people. And I'm done asking Elite, as they blame the store. And my last email to Elite has gone unanswered. What is the $36 card for?? All I want is to get what I was told I would. Nothing more, nothing less. And my patience has run out when it comes to dealing with either entity about this. I had another purchase planned for a dinning room set. But at this point, I will likely shop elsewhere. As you can see among the other complaints here, this problem is a bit too common!

  Business Response

  Date: 09/20/2022

  Hi *******,  We have straightened this shortage out with AHS.

  I am showing that you have multiple voucher codes. Please see all of your voucher codes below. In order to redeem your vouchers please visit https://ashleyrewards.biz and enter in the voucher codes below. These vouchers are case sensitive. Please make sure that all letters are capitalized when entering. Feel free to contact us if you have any additional questions.
  
  WLCBAU41039

  MNXH7941039

  678VMK41039

  VBA3ZW41039

  B4L3NE41216

  Thanks for being a valued customer,

  Please let me know if you need addtional assisistance.

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

  Elite Rewards

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

  Customer Answer

  Date: 09/20/2022

   
  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

  Date:08/29/2022

  Type:Service or Repair 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.

  Date of Transaction: 5-30-22 Paid Amount: $6189.29 ****** promised and documented that we would receive a Mastercard gift card reward totaling 10% of the purchase price for financing the purchase with ******'s credit card. The reward gift card was supposed to be delivered 4-6 weeks after delivery of the *********. The ********* was delivered on 6-13-22. It has been 8 weeks and we have not received the rewards promised. We have emailed and called the Ashley ********* store several times and they have yet to resolve the issue. They keep claiming that the reward is being processed by the rewards department, which is Elite Rewards, for over a month. We contacted Elite Rewards via email and they claim that they have not received the invoice from ****************. Both companies give us the run around and blame each other for the problem. The Sales order numbers from Ashley ********* store are XXXXXXXXX and XXXXXXXXX.

  Business Response

  Date: 09/06/2022

  Hi AJA,

  I see you were sent the reward codes on **** and redeemed that day.  ******** links should be sent within 5 business days.

  You may have those already.  Please let me know if you need help with the rewards.

  Thank you,

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

  Elite Rewards

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

  Customer Answer

  Date: 09/06/2022

   
  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

  Date:08/28/2022

  Type:Billing 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 ordered a couch with Chase lounge and recliner and a coffee table from Ashley and was promised a $200 reward card after delivery. My delivery date was approximately May 21st - I forgot exactly and I've not received or heard anything. My order number was order number XXXXXXXXX... I followed up with Ashley I believe in July and they told me It can take time to come back so I came back at the end of August and was promised that they would send an email to elite rewards and CC me - I've not received an email I've not heard anything from anyone and I'd like a follow up.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Hi *****,
  Sorry you missed these we sent them in June.
  
  I would be glad to help you. I am showing that you have multiple voucher codes. Please see all of your voucher codes below. In order to redeem your vouchers please visit https://ashleyrewards.biz and enter in the voucher codes below. These vouchers are case sensitive. Please make sure that all letters are capitalized when entering. Feel free to contact us if you have any additional questions.
  
  Voucher Codes:
  
  Y7D8EFXXXXX
  
  VD427ZXXXXX
  
  
  Thanks for being a valued customer,
  
  Tim *******
  Elite Rewards