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:04/17/2024

  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.

  On November 21, 2023 I placed an order for three items through the ** shopping portal at Macy's.com. The Order Number is #**********. The miles did not post and after 4 months of repeatedly providing proof etc I finally received miles for ONE of the items. 5 months later and now Cartera is saying "the merchant has informed us that the commission for this order was given to another party (not us), so we cannot pass it back to you in the form of program rewards." How is that possible when I received miles for one of the items and I provided a screenshot showing those miles were awarded to my loyalty program for the 11/21/23 transaction, so it DID track!!! After a lengthy wait and back and forth communication (Inquiry #********), they assured me my case was elevated for review, but since then I have heard nothing back. Despite me asking , they have not provided any proof of this mysterious "other party" that received the commission, or explained why I received miles for one of the items -- this is fraudulent and misleading business practice! Please issue the miles owed to me asap as their omission is preventing me from reaching the 250K award level needed for a $250 flight credit AND two SWUs!! Extremely frustrating.

  

  Business Response

  Date: 04/18/2024

  Thank you for reaching out.  Your case is in my queue for review.

  I will follow up before the end of today, through the case you have open with AAdvantage eShopping.

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 04/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Response merely says they're looking into it.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 04/22/2024

  We are working on your case today. 

  We will follow up through our ************* system before the end of business today.

  Thanks,

   

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

  Manager, AAdvantage eShopping *************

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received an email from ************* saying they had decided to credit me the miles I'm owed however I've yet receive them so will withhold resolution until they show up on my account - I've been promised actions by Cartera before and they've not come through so my level of trust at this stage is pretty low.  Will update this response once miles are deposited into my AA account.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:03/21/2024

  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.

  Cartera operates the American Airlines eShopping Portal. I placed an Order from **** Technologies (Order #*************) for two items found under the Accessories menu and Accessories were to earn 9 miles per dollar. Cartera awarded 4320 miles to my account on February 10 as they should, but on March 6 they subtracted the miles from my account, despite meeting ask the terms to receive the airline miles (see the first two lines on the attached screenshot). The order was NOT cancelled or modified in any way after placing the order online and the two items were NOT returned. I would like Cartera to award the miles again or I will be taking Cartera to small claims court for $864 (******** awards 5 miles and loyalty points per dollar for airfare, so 4320 / 5 = 864).

  

  Business Response

  Date: 03/22/2024

  Thank you for reaching out, it looks like we are currently researching why this order was removed from your account.

  We will follow up through the open case in our system.

   

  Thanks,

   

  ******

  Manager, AAdvanage eShopping

• Initial Complaint

  Date:03/15/2024

  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.

  Re: AAdvantage eShoppingSM - Inquiry # ******** - Thread # [ref:!00D3006Gow.!5005x01t2yo1:ref]It's been over five months since the shopping happened, yet no miles have been posted. After a lengthy wait and back and forth communication, they simply said it was not track and thus ineligible, without providing any proof -- this is fraudulent practice. Please issue the miles owned to the shopping trip.

  

  Business Response

  Date: 03/18/2024

  Thank you for reaching out.

  We will reach out before close of business tomorrow with a resolution through your open case in our system.

  We appreciate your patience.

   

  ******

  Manager, ************* AAdvantage eShopping

• Initial Complaint

  Date:02/25/2024

  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.

  Hello. Please kindly see my attached PDF letter for my full complaint and resolution request. Thank you.

  

  Business Response

  Date: 02/26/2024

  Thank you for reaching out.

  We will be in touch through the cases you have open in our CRM.

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   To: Better Business Bureau and *********************
  
  After Cartera Commerce responded to my BBB Complaint on Feb 26, I saw most of my missing orders / miles were credited to my account on 2/27/24.  And with no warning, on 2/29/24, the 6 orders below were reversed / subtracted from my account, totaling nearly ****** AAdvantage Miles.
  
  The miles were credited (for all 6 orders in-question below) after Cartera Commerce completed their weeks-long investigation which I opened on February 10th - which includes reaching out to the merchant from all I understand (and is one of the reasons why the investigation process takes a long time). 
  
  I reached out to Cartera Commerce on March 1st, and received a response from ******* Director, AAdvantage eShopping, whom stated:
  Please know that your below order numbers have been reversed by **** Technologies after they posted to your eShopping account
  
  Now, to me, it seems bizarre that the merchant decided to reverse the credited miles after all of the above.  At some point, Cartera Commerce and American Airlines need to accept ownership and stop putting the blame and the weight on their Customers.  Cartera Commerce operates this mileage earn platform for American Airlines. They market it. They boast about it to their investors and customers -- now, they need to stand behind it and honor it.
  
  Again - the (6) reversed credits are for the same (6) orders that I had an open case on. And for all 6, Cartera Commerce emailed me on 2/26/24 to confirm that they were all Approved and will be posting to my account soon. They also have all the *** proof documents from me - which I submitted when I opened the missing miles inquiries - which includes the shipping/delivery confirmations as well as respective tracking numbers from the shipping carriers.
  
  Aside from this being wrong, it is clearly unethical and undeniably bad-faith.
  
  The wrongfully reversed transactions:
  
  1) ************* Inquiry # ********
  2) ************* Inquiry # ********
  3) ************* Inquiry # ********
  4) ************* Inquiry # ********
  5) ************* Inquiry # ********
  6) ************* Inquiry # ********
  
  Cartera Commerce has now stopped responding to my inquiries and have ghosted me.
  
  With all due respect, I no longer find any of this amusing.
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Zohaib

   

   

  

  Business Response

  Date: 03/07/2024

  Hello,

  I have been in touch with you through our CRM system. Please note I will send an update through your inquiry soon.
  

  Thank you,

  *******

  Director, AAdvantage eShoppingSM Customer Care

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  To: Better Business Bureau; and Ms. ******** ********************* of Cartera Commerce
  
  RE: Cartera Commerce BBB Response dated March 11, 2024:

  the response (via BBB on March 11) from Ms. ******* stated I have been in touch with you through our CRM system. Please note I will send an update through your inquiry soon.
  
  Similarly, on March 6, 2024, Ms. ******* sent an e-mail response to my inquiry (via their CRM system) and her email stated:
  
  I ask that you give me a few more days to find a resolution for your below reverted **** orders - 
  
  2009608739669
  2009608720925
  2009608638366
  20096087734865
  2009608763008
  2009608808209 
  
  I am trying to get to an acceptable answer and will certainly get back to you soon. // end-quote
  
  Unfortunately, as has been the case in the past, I have not received a single update since then.  It seems whenever Im near my 10-day deadline to input my response in the BBB Portal, and Im forced to enter a response with detailed explanation so my complaint isnt closed out, Cartera Commerce takes advantage of that and replies under false assurances just to satisfy the BBB / their BBB rating but they take no action.
   
  It should be noted:
  
  1) My shopping trips in-question were dated December 2023 and January 2024.
  
  2) I initiated my inquiries via AAdvantage Portal Helpdesk on February 10.
  
  3) On February 26, because of no response from Cartera Commerce for my inquiries, I initiated this complaint with the BBB.
  
  So we are now 5+ weeks since I initiated my original inquiries, and 3+ weeks since I opened my BBB Complaint, and Cartera Commerce has shown no meaningful intention to resolve this at all!
  
  IMPORTANT: I would like for Cartera Commerce to investigate and offer an explanation on WHY none of my shopping trips via their AAdvantage Shopping Portal are being credited to my account?
  
  Even my $5 CVS.com shopping trips never see the miles posted since the beginning of 2024. Something was changed in my account settings in their backend.
  
  Even my measly $5 CVS.com shopping trips that Cartera Commerce manually credited on February 26 have been reversed alongside my **** shopping trips. This makes absolutely no sense. All of my shopping trips are properly tracked in their system (I receive the confirmation email), but zero get credited to my account for nearly 3 months now. Why?
  
  Cartera Commerce owes me a proper explanation here; and as a decades-long flyer of American Airlines, to help and get to the bottom of these issues. 
  
  Has my account been purposely restricted from participating in AAdvantage Shopping without notifying me? Either way, theres a real issue here and Cartera Commerce does not want to fix it.
  
  It goes beyond the **** shopping trips as I do not receive credit for ANY shopping trips for ANY merchant despite receiving the Your order has been tracked through AAdvantage eShopping emails for ALL shopping trips.
  
  It is absolutely unfair and not right. This is the definition of false-advertising and bait-and-switch.
  
  I would once again like to reiterate, in writing, that aside from this being wrong, it is clearly unethical and undeniably bad-faith.
  
  I continue to await a response with an actual resolution.
  
  
  
  Regards,

  Zohaib

   

   

  

  Business Response

  Date: 04/05/2024

  Thank you for reaching out.

  I will follow up through the case we have.

  It looks like the **** orders have posted, I will double check and confirm.

   

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

  Manager, ***************** AAdvantage eShopping

• Initial Complaint

  Date:02/22/2024

  Type:Sales and Advertising 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.

  Many false promises of airline reward miles (or "points) for utilizing site's referral links. Bona fide transactions not honored. Rationales for denial provided by Cartera contradict various merchant's. Fulfillment mechanisms either very unreliable or intentionally fraudulent.

  

  Business Response

  Date: 02/23/2024

  Thank you for reaching out.  I did look through your cases and see that we have two case with very large Zoro Orders. These orders will have to go to the merchant for research.  They are both very large and we must receive commission for these orders to post.

  Both orders posted and then were reversed by the merchant.  We will follow up with you through our CRM.

  Case ******* and 1571031

  We appreciate your patience.  Please take the time to review our terms found here: aadvantageeshopping.com/terms____.htm

  Thanks,

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

  AAdvantage eShopping, Manager

• Initial Complaint

  Date:02/19/2024

  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 placed order #B3267825SXFN001 on 02/02/24 for $806.94 through ************************************ under my AA Account *******. The promotion was for 12 miles per dollar spent. I have filed numerous missing miles reports through AA and have not received a response from the vendor or proper mileage credit. I believe at a minimum I am owed ***** loyalty points / miles for this purchase. I also have verification from AAdvantage shopping that states "We see you made a purchase at ***** Steaks through AAdvantage eShoppingSM So what happens next? We will review your order for eligible miles and send you a confirmation email when your miles have posted to your shopping account. This usually takes 3-5 days. Thanks again for shopping with us.Reviewing order #B3267825SXFN001 placed on 02/02/24 for $806.94"

  

  Business Response

  Date: 02/19/2024

  Thank you for reaching out through here.

  We are working on your case:  *******. We will follow up through the case as soon as we have more to share.

  We appreciate your patience.

   

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

  Manager, AAdvantage eShopping

  Customer Answer

  Date: 02/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have submitted numerous requests for mileage credit long before 2-19-24 the date of filing this complaint. AAdvantage Shopping  administered through Cartera Commerce, Inc. has had ample opportunity to correct this issue and their response of "we are looking into this matter" is completely and totally non responsive and not acceptable. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/20/2024

  Thank you for the information regarding tracking.

  That notice is only an order placed notification.  It is letting you know we see that you took an action on our site to place an order.

  This notice is not a guarantee of reward.  

  We are working on your case, we did reply yesterday and we will be in touch soon.

   

  Thanks,

   

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The assertion that there isnt a guarantee of a reward after being sent confirmation via email via AAdvantage shopping following the $806.94 purchase I made from ***** steaks through the aadvantage web portal not only is dishonest but it is absurd. I made a second purchase days later in the exact same manner also from ***** steaks and did receive mileage credit for a different order as had been the case for every purchase previously made. Not only is this poor customer service, but provides abundant evidence as to why American Airlines should hold Cartera accountable for these inappropriate business practices. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/29/2024

  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.

  A little about the company - The AAdvantage eShopping? program (the "Program") and website are owned by *********************** ("American"), and managed and operated for American by Cartera Commerce, Inc. ("Cartera Commerce"). The Program enables members of the American Airlines AAdvantage program to earn AAdvantage Miles ("Miles") for qualifying purchases made through the website, located at www.aadvantageeshopping.com (the "Site"), and with participating off-line merchants.I signed up for ATT **************** through their site when they were offering around ****** American Airlines points. According to their terms and conditions, they were supposed to post the points within "1-2 business days" but I haven't received any points. The order was originally submitted on Nov 5th, 2023 and even after 2.5 months, I'm still waiting. They won't respond to my emails either so I'm relying on you guys to get this sorted out.The order number for the account is ********* **** Internet Order #**-69949539762**94 AAdvantage eShopping - Inquiry # ********

  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out.  I have researched the case in question.  It looks like there is a bit more time, Feb 7 before the merchant will take a look at your order. 

  Terms for this merchant are: Rewards not eligible on: Free products, trials, services, memberships, subscriptions| Purchases made with coupon or discount codes not found on this site| Purchases made with a gift card| Gift cards| Gift certificates| Cash equivalents. Special terms: Please note that this merchant can only research missing rewards after 90 days past the order date. Only eligible on AT&T Internet, Fiber Internet and DIRECTV

  Terms are clear, 90 days.  

  Please reach out to us through the open case we have for you if the order does not post after February 7.

  We appreciate your patience.

  ******

  Manager, Customer Care

  AAdvantage eShopping

   

  Customer Answer

  Date: 01/30/2024

  1/30 - ***************** - I have attached a screenshot from their site where it shows that the posting time for this reward will be 1-2 business days.

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Saad

   

   

  

  Business Response

  Date: 01/31/2024

  The terms indicate typically.  Members can also buy items that do not require a time frame, per the terms I sent you.

  We cannot research until the required time has passed if the order has not posted.  This merchant will also not send any commission, which is required to post to member's accounts, until the required time has passed.

  We do appreciate your patience.

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

  Manager, Customer Care

  AAdvantage eShopping

• Initial Complaint

  Date:01/26/2024

  Type:Delivery 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 not received *********************************************** my Southwest Shopping account. I submitted a missing points inquiry on 12/14/23 that included the receipt Lego emailed me.On 12/18/23, ***** responded and said I did not receive the reward points because Lego deemed the purchase ineligible according to the terms found on the Southwest Shopping website. ***** requested I upload the e-receipt using the link provided, if I felt this was an error. I uploaded the e-receipt because nothing about this purchase violated the terms on the website. This was a Lego set and not a subscription, ticket, gift card or gift certificate. There were no coupons or discount codes used and it was shipped to the US. After no response, I submitted a 2nd inquiry.After no response, ************************** directed me to submit a 3rd inquiry. This inquiry included the e-receipt and ********************** response, which contradicts ***** saying that Lego deemed the purchase ineligible. According to Lego, While we do have partnerships to incentivize purchases from LEGO.com, we are unable to provide any authorization or denial for earned points in a partner's rewards system.On 01/18/24, ***** responded and repeated the previous request from 12/18/23. Im extremely frustrated because the e-receipt has been uploaded 3x. After uploading the e-receipt and no response, I submitted a 4th inquiry on 01/23/24. Again, no response.All 3 emails I received from Lego, which include the order and shipping confirmation and the e-receipt, have been uploaded to Southwest Shopping and this BBB complaint. You should notice my account shows the order was tracked on 11/26/23 and my order confirmation email shows it was received from Lego on 11/26/23 at 11:46 PM, but the order date in the body of the email is 11/27/23. The order date on the shipping confirmation and e-receipt also shows 11/27/23. Please research the purchase and deposit the 840 points I earned into my account.

  

  Business Response

  Date: 01/29/2024

  Thank you for reaching out.  

  We will follow up through the case we have open in our CRM for you before end of day today.

   

  Thanks,

  ******

  Manager, ************** Rapid Rewards Shopping

  Customer Answer

  Date: 02/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/25/2024

  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 am missing AAdvantage Eshopping miles/points from orders dating back over 2 weeks. *********************** order 01/09/2024 order # c7964766406 In addition I should receive an additional 500 miles and points as this order was submitted during bonus period that ended 01/15/2024. I have sent numerous email, I sent replies with all requested documentation and yet I have still heard nothing

  

  Business Response

  Date: 01/25/2024

  Thank you for reaching out.

  It looks like ******* working this case has replied today.

  We do appreciate your patience.  Please know that orders that need research with the merchant have a 15 day wait period from the the transaction date.  This is to make sure we are not duplicating efforts.  Most orders do post in 2-3 days, however, it can take longer and if research is needed it can take up to 8 weeks for a resolution. 

  We do outline this in our terms of use found here: *********************************************************************************************************

   

  Thank you,

   

  *********************, Manager Customer Care

  AAdvantage eShopping

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have furnished all documentation they have asked for. In addition I am traveling on Tuesday 1/30. The missing points miles would have put me in a higher status. This needs resolved asap. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 01/26/2024

  Thank you for reaching out.

  The order is pending to post and orders are being worked on.

  Once it is resolved, we will be in touch.

  Thanks,

   

  ******

  Manager, Customer Care

  AAdvantage eShopping

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This whole mess has impacted my travel status. The order from *********************** was 1/9/2024 orders that were placed after that are showing. In addition I am missing multiple other transactions. If you guys were operating the way you should my travel commencing 1/30/2024 on AA would be earning me miles/points at a higher loyalty status. Loyal customers should not have to go to the lengths I have been forced to go to in order for them to receive points/miles they earned. I would expect compensation for the travel conducted under a lower loyalty status.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/19/2024

  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 hereby submit a formal request regarding the American Airlines miles accrued as a result of transactions made through the Cartera eshopping. More precisely, I am soliciting an expedient resolution to the inquiry denoted by the number cited below.Inquiry # ******** (Lululemon Order c55959639756 placed on 12/30/2023 for $498.00)Inquiry # ******** ******************** WN00003608491 placed on 12/31/2023 for $2690.00)Inquiry # ******** (Lululemon Order c56021010668 placed on 12/31/2023 for $566.00)Inquiry # ******** (Lululemon Order c56054458940 placed on 12/31/2023 for $646.00)These transactions have been tracked and are presently listed under 'recent store visit' within my account. However, it appears that Cartera's distribution of earned miles for these orders has been unduly delayed. It has come to my attention that orders placed on the same day, via the same device and procedures, yet of lesser monetary value, have duly received their awards promptly. However, it seems there is a discrepancy in this practice for orders of higher monetary value, for which Cartera has not remunerated the equivalent miles forthwith.In the spirit of fair and transparent operations, your prompt attention and immediate resolution of this matter would be greatly appreciated. Thank you for your time.

  

  Business Response

  Date: 01/22/2024

  Thank you for reaching out.

  We will review the cases you mentioned in our system and follow up accordingly.  We will follow up through our system. 

  Thanks for your patience.

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I kindly request that you provide an estimated timeframe during which I can anticipate being contacted. Additionally, I seek clarification regarding the apparent discrepancy in the processing time between orders of higher monetary value and those of lesser monetary value. This perceived delay in service delivery could be construed as inequitable practice. As my queries have yet to be adequately addressed, I assert that this inquiry should remain open until resolved definitively.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  

  Business Response

  Date: 01/24/2024

  Thank you for reaching out again.

  We are taking a look at your cases.

  Please review our terms found here: *************************************************

  
  

  Please make sure to review the terms in regards to merchants.  We do say it can take up to 8 weeks to resolve.  Our site also indicates that most orders do post in 2-3 days.

  We will take a look at the cases you listed in your previous correspondence and follow up through the *** we use.

  Thanks,

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

  Manager, ************** AAdvantage eShopping

  Customer Answer

  Date: 01/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I acknowledge and appreciate your timely response to my previous correspondence. I am cognizant of the SLA)and the processing times stipulated in the Terms and Conditions. Nonetheless, my inquiry centers on the justification for considerable variations in the processing times for orders submitted on the same day, seemingly predicated solely on the monetary value of the order. I kindly request a direct response to this query, as it is for my personal understanding and will significantly influence how I approach order placements in the future. Thank you!
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****