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:08/16/2023

  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 an order on Viator (confirmation # **********) on the ** shopping portal on July 7 for $1433.33. ** Shopping was offering 9 miles per dollar spent, which would have netted me ****** miles. My tour has come and gone, and I have not received the miles. ******** I have an upcoming ** trip for which the miles would be useful. ** Shopping advised that they automatically investigate orders over a certain threshold to review the miles, however my order successfully tracked and appears in my store history. It has been a month without resolution. I am concerned they are looking for reasons to deny me the miles, but I hope not.

  

  Business Response

  Date: 08/16/2023

  Thank you for reaching out.  Your order is in process with the merchant for research.  We understand how frustrating it can be when orders do not post as expected.  We will follow up when we have more information through the open case with our ************* team.

  Thanks,

   

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

• Initial Complaint

  Date:07/31/2023

  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 made a large purchase on July 11, 2023 by clicking on an offer I received from AAdvantage eShopping. The offer was to earn 15 AA miles for every dollar spent. It's been almost 20 days since I made the purchase, but I have not seen the miles being posted although their disclosures indicate that miles will be posted within 3-5 days. I contacted them via email to resolve the issue but got a repose a week later indicating they will respond back in another 4-8 weeks after researching the purchase. The company is engaging in unfair and deceptive practices but sending offers that they do not wish to fulfill.

  

  Business Response

  Date: 07/31/2023

  Thank you for reaching out.

  Some orders can take longer is what our site says.

  In cases like this when an order is a high value from a high value merchant, orders will not be posted till the entire process of the order is complete.

  Meaning, orders will be reviewed and held until the order has been confirmed and paid out from the merchant.  We outline how it works, that commissoin is required and that it can take up to 8 weeks for resolution.

  Our terms of use found here: *************************************************

  This order is in process with the merchant and we will be in touch soon.

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

  Manager, Customer Care 

  AAdvantage eShopping

  Customer Answer

  Date: 07/31/2023

  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 argument made by the company that the terms are clear is invalid. After scanning through the detailed legal terms section multiple times, it is still unclear where they state that they have to receive their commissions from the merchant prior to providing credit. Also, no reasonable customer is expected to read every single word of a legal document before using an online shopping service. If credit is applied within 8 weeks or when the commission is processed, that should be clearly stated upfront and in the FAQs. 
  
  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,

  Ashish

   

   

  

  Business Response

  Date: 07/31/2023

  The order has been processed and we will be in touch.

  Thank you,

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

  Manager, Customer Care

  AAdvantage eShopping

• Initial Complaint

  Date:07/25/2023

  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.

  On June 2, 2023 I went to ************************************ and linked to ********************** to place an order and received 1x American Airlines loyalty points on my order.Catera is claiming I didnt earn this points, but I have followed up with Catera numerous time by email (email chain attached) and provided additional information, included a screen shot from my aadvantageeshopping account showing a my tracked visit to Chewy thus earning the points but Catera is now not responding.

  

  Business Response

  Date: 07/25/2023

  These miles were added to your account today.

  ******* working the case has followed up.

  Please allow 3-5 business days for the order to post to your account.

  Thanks,

   

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

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

  Customer Answer

  Date: 07/25/2023

  [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:06/26/2023

  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.

  The end of last year I received an offer from Southwest Rapid Rewards shopping if I filed my federal taxes through a link provided for Turbo Tax Intuit, I would receive 1K Southwest Rapid Rewards points. (I might add I received this same offer the previous year and points were awarded in 2 wks.) I filed my taxes through the link on 3/4/23 and my order # was TTWCD234732639. Points were never posted. I contacted Rapid Rewards several times and received various excuses. Rapid Rewards inquiry reference #********. Then I was told that Turbo Tax could not confirm I had filed my taxes. I contacted Turbo Tax myself and was told by ******* S that my tax submission was 440894202306507d1vfv (she called this a digital fingerprint) and she assigned case # **********. I contacted Rapid Rewards again and told them Turbo Tax said they have proof of my tax filing and I provided the email from them. Then I was told by ******* from Southwest Rapid Rewards (although the email is from *************************************** that Turbo Tax claims my order was not a legitimate purchase and will not award the points. My taxes are basically the same as last years, Turbo Tax confirmed my tax submission, Rapid Rewards won't honor their offer. I can provide emails if needed. Please help.

  

  Business Response

  Date: 06/27/2023

  Hello,

  We had contacted Turbo Tax about the missing rewards for this member's Turbo Tax Order # TTWCD234732639 and this was their exact response - 

  "The Order # TTWCD234732639 shown on the receipt was not found in our system. Based on this, there is no existing order associated with that order ID.
  The receipt the customer provided an illegitimate receipt. We noticed irregularities that differentiate from ********* standard receipts indicating the customer generated a counterfeit document."

  Based on this we are unable to reward Order # TTWCD234732639 at this time.
  

  Thank You,

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

  Director, ************* Operations, 
  

   

   

  Customer Answer

  Date: 06/28/2023

  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 attached the confirmation from the Turbo Tax representative stating they DO have the order in their system.

  I have also attached the confirmation receipt I received when I filed my taxes that also includes the order # from Turbo Tax.

  I have no idea why there is a disconnect in Turbo Tax's system if I call customer service and they have no issue seeing my tax return and the same order number vs whoever Cartera is contacting at Turbo Tax.  Cartera will not provide me the Turbo Tax contact person who is supposedly denying my order and I have provided Cartera with the same documents attached from Turbo Tax showing correspondence from Turbo Tax that they have my order as well as the original qualifying terms that my tax submission has met.

  I would like the contact person's information for Turbo Tax Cartera is using or this escalated to a supervisor at Turbo Tax.

  [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,

  *****

   

   

  

  Business Response

  Date: 06/28/2023

  I just responded to your emails through our *** system. I have sent your new receipts to the merchant contact and will get back to you on a final resolution through the *** system.

  Thank you,

  *******
  

   

• Initial Complaint

  Date:06/01/2023

  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.

  SAKS OFF 5th Order - ********* I placed two orders on this date for the same item and one of the orders posted and you are telling me the other order doesn't qualify? Both orders tracked, but Order ********* doesn't have any miles listed. Either post the miles or I will be taking Cartera to small claims court to recover the value of the miles I didn't receive.See SAKS OFF 5th Order #********* which has already posted miles to my account. This order was for the exact same item and had the exact same subtotal and total.I am attaching a PDF of both orders so you can see that they match. You awarded miles for one, but not the other.Let me know if I need to provide my AAdvantage account number.

  

  Business Response

  Date: 06/01/2023

  Thank you for reaching out.  I will review your case #*******  and follow up through there before the end of today.

  I appreciate your patience.

   

  Leeann  ****

  Manager, Customer Care

  AAdvantage eShopping

• Initial Complaint

  Date:06/01/2023

  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.

  On April 13 2023, I made an inquiry to AAdvantage Shopping (Cartera Commerce **** with Inquiry # ********, ********, and ******** regarding missing miles for purchases to InkCartridges (***** bonus miles) and The Motley Fool (***** bonus miles.) ************************** responded back under to both reviews under an email subject line of Inquiry #******** indicating that it can take up to 10 weeks for the InkCartridges bonus to appear and 60 days for The Motley Fool bonus to appear and that I should inquire again after those deadlines have past. On May 8th, I inquired on the status with a new inquiry # ******** and followed up with an email on May 16th and followed up with another email on May 22nd. I have not received any correspondence from AAdvantage **************** (Catera ********************** **** since my May 8th email or any of the follow up emails. On May 24th, I followed from the original email thread under Inquiry #******** with ***** and they have not responded either. I am requesting this company honor it's terms and credit my account ***** bonus miles from my InkCartridges purchase and ***** bonus miles from my Motley Fool purchase.

  

  Business Response

  Date: 06/01/2023

  Thank you for reaching out.  

  Someone will follow up with you before the end of business today.  

  We will follow up through case: 1367006.

  We appreciate your patience.

   

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

  Manager, Customer Care

  AAdvantage eShopping

  Customer Answer

  Date: 06/09/2023

  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. 

  Cartera has indicated that because a third party (The Motley Fool) will now be involved, we ask that you please allow 4-8 weeks for a definite resolution. However, they hope to have this issue resolved much sooner than that.  Once this has been resolved, I can accept their respective response.
  
  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: 06/12/2023

  Thank you for following up here.  The merchant has not resolved the Motley Fool order.

  We entered it on June 1 for resolution and research can take up to 8 weeks.

  We do appreciate your patience and will follow up through your open case in our system.

   

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

  Manager, Customer Care 

  AAdvantage eShopping

• Initial Complaint

  Date:05/29/2023

  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 May 1st I used the American Airlines E shopping portal to purchase a phone with Thru there ******* link @ x6 as there promotion that day . Fast forward i have put claims in and I'm getting my points promised **** x 6 . The ** portal is broken , The customer service is simply not there . This is a scam . I purchased a phone for the x6 in points . Now im not getting it . I didn't need to put out over **** just to get screwed . Order number is US5**0353 From May 1st . ** e shopping inquiry number that are useless Inquiry # ******* & ********. Very shameful to get ripped off like this . Shame on ******** for not honoring what was promised ** advantage number is #**F1FL8 . Shame on H3337**32343838343038H for being so incompetent ********** > I have attached all the info needed . Im simply sick of the run around by the awful customer service at ******** airlines and ********************** .

  

  Business Response

  Date: 05/30/2023

  Hello *******,
  
  Thank you for reaching out through multiple channels. I will respond to you through the inquiry on the CRM.
  
  Best,
  
  
  *******************************
  Director, ************* Operations, **********************
  t: ************** m: **************
  
  
  

• Initial Complaint

  Date:05/04/2023

  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.

  Greetings! I was denied two transaction from the Aadvantage Eshopping portal to Viator *****.Order 1: Transaction date 3/21/2023, confirmation #**********, Booking #*********. Amount paid $244.26, and I should have received **** Aadvantage miles + Loyalty points (7x$244).Followed up with Eshopping in inquiry #******** when points did not post. Order was denied, as the merchant claimed that the commission was payable to another party outside of our network. No other third party was used, and no proof or additional explanation given.Order 2: Transaction date 3/13/2023, confirmation #**********, Booking #*********. Amount paid $248.04, and I should have received **** Aadvantage miles + Loyalty points (7x$248).Followed up with Eshopping in inquiry #******** when points did not post. Order was denied, as the merchant claimed that the order was not eligible. No proof or additional explanation given.I have no other recourse in terms of escalation on getting further answer on why these transactions were not credited. Bear in mind that I have had dozens of other Eshopping transactions go through without a problem.

  

  Business Response

  Date: 05/05/2023

  Thank you for reaching out through this avenue.

  I will take a look at your cases and follow up through there.

  I will be in touch before the end of the day today.

   

  ******

  Manager, Customer Care

  AAdvanatage eShopping

• Initial Complaint

  Date:04/20/2023

  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.

  This company is supposed to issue mileage credits based on confirmed purchases from select online retailers. Unfortunately, they have failed to issue numerous credits for numerous transactions dating back to December of 2022. Currently, I'm owed over ****** miles and the company has deleted transactions that previously appeared as pending on their site, without issuing credit.I have emailed the company on numerous occasions, without success and called multiple times today in an effort to reach anyone that could assist me, prior to submitting this claim. The attached receipts are just a small sample of the total list of missing credits.

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out through the BBB.

  I will be following up tomorrow, as I had indicated on our phone call today.

  I will also reach out through the customer care tool we use.

  We agreed that I would send you what has posted and you would take the time to confirm.

  Thanks,

   

  ******

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

• Initial Complaint

  Date:04/19/2023

  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 two orders on Overstock.com through the AAdvantage Shopping Portal. The Portal was advertising 2 miles per dollar spent on Overstock.com. My first order was on March 2, 2023 (#*********) for $1,229.52; my second order was on March 18, 2023 (#*********) for $1,980.02. In both cases, I took screenshots to prove that I had activated the shopping portal properly. I am attaching my screenshots to this complaint. Cartera Commerce never provided the miles as owed, and upon their investigation, they remarked that the Merchant had already given commission for my order to a different shopping portal. This does not seem likely, as I did not use any other shopping portal for these purchases. I have had several challenges collecting my miles through Cartera, which is why I downloaded the AAdvantage Portal extension to my Chrome browser and began screenshotting when their pop-up appears confirming they've tracked my order. However, these two orders on Overstock are high-value and I believe I am owed nearly ***** AA miles. **** is too significant for me to ignore. I would appreciate a fair resolution to this matter.

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out here.  

  I will also look at your cases in our system and follow up there.

  Please understand that when you log into our site/button and you connect to the merchant, you must finish your order in that same session.

  A store visit only indicates you started through our site, it does not mean the order was tracked all the way through checkout.

  This order 399031453  was denied as email channel conflict, this means that during your transaction, you clicked through an email that had an offer that was direct from the merchant.  You did not provide the full receipt--there are details missing on what you purchased, the breakdown of payment and any discounts.  This merchant per the term will deny for orders that use offers directly from them--terms :Not eligible on Cars, Vacations, Travel purchases, Automobile purchases, ************ Auction items, Donations, Gold ********************** purchases, or cellular telephone contracts. Not eligible on taxes or shipping and handling. Not eligible on purchases made with coupon or discount codes that are not found on this site. Not eligible on gift cards, gift certificates or any other similar cash equivalents.

  We also outline this in our terms of use:  ******************************************************; Merchants pay us commissions, this is how we reward our members.  ******************* it is required, we will not post reward.

   

  The other open order I see for you is 400348504, this is in process with the merchant.  We will follow up when we have more information.

  Again, the receipt is not complete.

  We appreciate your patience.

   

  I will follow up soon to the case that we have resolved already.

   

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

  Manager, Customer Care

  AAdvantage eShopping

   

  Customer Answer

  Date: 04/20/2023

  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.]

   

  The Business indicates that I used an unauthorized coupon code, and that I failed to provide receipts. These are false. The "savings" that appear on my order confirmation email are from rewards from the Merchant, which are available to any consumer and loaded onto consumer's Overstock accounts. Both ******* and the Chase Shopping Portal have credited me from Overstock consistently in the past, even if I used my account rewards, without delay. It's only Cartera that has somehow taken issue with this.

   

  I also sent Cartera my receipts for both of my Overstock orders. I sent Cartera copies of my email confirmations and copied/pasted versions. Overstock does not send itemized receipts to consumers. They only send order confirmations, which I have sent over.

   

  I believe I am entitled to those miles as promised. Had I known Cartera would actively seek to avoid paying those miles, I would have just used Rakuten. 
  
  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: 04/24/2023

  
  This order I responded to with the denial standing due to this  399031453, the merchant indicated you took advantage of an offer they sent you directly.We  did not receive a commission based on this, the denial will stand.

  This order has not been resolved by the merchant:  400348504

  We will be in touch when it is resolved.

  Please take the time to review our terms of use.

  Logging in and clicking to a merchant is not in question here.  When you checked out you did  not complete the order through our site.  All transactions must start and finish while logged into our site, including check out.  If you click away, you loose the tracking.

  Thanks,

   

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

  Manager, AAdvantage eShopping

  Customer Answer

  Date: 04/25/2023

  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. 

  Hi ******,

   

  And while I understand your explanation, I am telling you that you are wrong. I did click on Overstock.com through the ** portal, and I started and finished my order in one transaction. I am not sure how that is not being made clear. I did not at any point click on other links or start new tabs or search new offers while going through my transaction. I had an existing offer available on my Overstock account. That offer was existing, which in case you need additional clarification means that it was already there and loaded to my account at the time that I started and finished my transaction.

  Your decision can stand - that's fine. It is clear from the dozens of BBB complaints that my situation is not unique, and that Cartera has a reputation of sorts for denying points. I look forward to your resolution on my 2nd Overstock order, though given your track record I am not holding my breath.

   

  Thanks!

  
  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,

  ********