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:02/10/2023

  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.

  Purchased from Chewy on 2/7/23 after clicking on the link - twice - in AAdvantage eShopping's website to earn 3x points on my purchase. ***** Points ($568.99 order subtotal x 3 miles / dollar = ********) have not been issued after following up with AAdvantage eShopping and Cartera multiple times by email (1/25/23, 1/31/23, 2/3/23, 2/7/23 twice and 2/9/23 twice) and phone (2/10/23 to ************ where I left a voicemail that has not been returned as of this submission).

  

  Business Response

  Date: 02/13/2023

  Thank you for reaching out. 

  I will review your case and follow up through our system.

   

  I appreciate your patience.

   

  ******

• Initial Complaint

  Date:02/09/2023

  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 went to AAdvantage eShopping Portal, and made the following order through the merchant TicketSmarter:Order Number ******** Order Date 11/21/2022 Order Total $1,761.51 There was supposed to be 3 base American Airlines AAdvantage Miles per dollar on this transaction. They did not post to my account, so I submitted a claim and waited more than 60 days for them to say that ************* denied the claim, as there was commision paid to someone else. There was no other promotion/coupon/purchase tracker/rewards/anything associated to this purchase. It was pure and simple from their website to the merchant's website, to purchase. I am now communicating with the Merchant to correct the denial, and they are even denying that there is an affiliation. I communicated with AAdvantage eShopping about this, and they responded with "I understand that you are disappointed in the denial of your inquiry. However, we rely on our participating merchants to determine orders' eligibility and in this case, 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."Therefore, the merchant was able to lie to them, and they are not standing with the consumer, who should have been awarded the miles.

  

  Business Response

  Date: 02/10/2023

  Thank you for following up here.

  I am looking through your case through our system #*******.  

  I will be following up through the case before the end of today.

   

  I appreciate your patience.

   

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

  Manager, Customer Care

  AAdvantage eShopping

   

  Tell us why here...

  Customer Answer

  Date: 02/10/2023

  
  
  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. 
  

   

  I received a message on the AAdvantage eShopping portal in regards to posting the order correctly, therefore I am satisfied with the response of the business and ***** the manager assigned to the case.

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/06/2023

  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 have a total of 3 AAdvantage eShopping portal orders that Cartera has failed to deliver points into my AAdvantage account. The first is Cartera Case #******** regarding Order #MB3000402274848 from ************************ placed on 11/28/2022 for ****** points. The second is Cartera Case #******** regarding Order #********** from Viator placed on 11/28/2022 for ***** points. The third is Cartera Case #******** regarding Order #********** from Viator placed on 11/28/2022 for ***** points. I need these points delivered to my AAdvantage account before 2/28/2023 in order to qualify for status.

  

  Business Response

  Date: 02/07/2023

  Thank you for reaching out.

  I did look at your cases and they are pending research per the merchant.

  It looks like we have recently followed up.  

  Please keep in mind that eligible orders post when we receive commission from the merchant, that is why these orders are in research.  Once we hear back, we will follow up through the open cases.

  I understand you want these orders to post by the end of February for status, please know that AA posts using the purchase date.  Anything trailing for posting with a purchase date before **** will count towards last year's status.

  We appreciate your patience.

  Please take the time to read our FAQ's and Terms for use of our site--*************************************************

   

  Thanks,

   

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

  Manager, Customer Care

  AAdvantage eShopping

  Customer Answer

  Date: 02/09/2023

  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's response is a lie regarding missing points from orders being posted on the purchase date. As you can see in the attachments, missing points from an order from ********** on 11/28/2022 were posted on 12/16/2022 after a case was submitted to Cartera and resolved. Also, missing points from an order from FTD on 12/2/2022 were posted on 12/23/2022 after a case was submitted to Cartera and resolved.

  Regards,

  ******

   

   

  Customer Answer

  Date: 02/16/2023

  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 will not accept this boilerplate response to my complaint. I will gladly accept Cartera's response when the points they owe me are in my AAdvantage account. The issue is between Cartera and the merchant and the merchant is claiming the commission was paid to another party outside Cartera's network. I demand that the merchant show proof of this.
  
  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,

  Lauren

   

   

  

  Business Response

  Date: 02/21/2023

  Thank you for reaching out through this channel.

  We will be in touch through the open cases we are working on.

  We appreciate your patience.

   

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

  Manager, AAdvantage eShopping

• Initial Complaint

  Date:01/31/2023

  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.

  This company runs the AAdvantage shopping portal, and 50% of all purchases aren't credited correctly. Their lack of follow-up, unless I follow up on my initial email, is frustrating, to say the least. My time is valuable, and chasing an item that their antiquated system says tracked shouldn't be my concern. On 1/23/2023, I made a purchase at Cariuma, and as you will see in the screenshot, I should be earning ***** miles, which clearly, if the banner came across it was tracked. According to their own site, miles post in 2 to 3 days, but we are now on 9 days, and once again, I'm forced to track down something that shouldn't require me to think twice about. While I didn't want to go this route, going through their customer service processes is no longer an option since all you receive is a lecture on how it's your fault etc. There is a reason I screenshot everything. This is just ************ items that still aren't paid, and I need this credited to my account ASAP and future purchases. For privacy reasons, I'm only attaching the below document, if others are needed please let me know and heck if you want a photo of my purchase with my face in it, I'm happy to provide that too.

  

  Business Response

  Date: 02/01/2023

  Thank you for your email.

  I am following up on Cariuma.  I have searched our data base and there is no open cases for your regarding this matter.

  It can be frustrating when orders do not post as expected, we are happy to research orders for you as you know, we are researching orders currently for three other merchants.

  Our site does not guarantee 3-5 days we state the following:

  The AAdvantage miles will typically be posted to your account in 3-5 days; however, there are times when it may take up to 15 days. Some exceptions do apply. See participating retailer offer information on the AAdvantage eShopping? mall for complete information.

   

  We ask for you to reach out if an order does not post after the 15th day. This allows time for merchants to reconcile open orders and send us the commission to post to your account.  To earn reward through our site for eligible transactions we must receive a commission.  This is outlined in our terms and conditions.

  We also ask members to make sure they are reading the terms for each merchant.

  If you can reach out with the order details for Cariuma we are happy to help resolve the order.

   

  Terms for use can be found here:  *************************************************

   

  Thanks,

   

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

  Manager, Customer Care

  AAdvantage eShopping

• Initial Complaint

  Date:01/13/2023

  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.

  Transaction 1/1/23 Business was to provide ***** AA miles for purchase on Motley Fool for any subscription ($89) according to website at the time of redirect via link.Business provided ***** claiming promotion ended but this was not reflected on website due to error or other reason.Offer did not have expiration date. Website still stated ***** miles. I refreshed the website prior to clicking link. Company refuses to honor their commitment.Would like bonus miles or refund, ***** returned, and ability to purchase promo at a later date.

  

  Business Response

  Date: 01/16/2023

  Although the offer for The Motley Fool on 01/01/2023 (your order date for Order # 23627761) was **** miles, I have adjusted the order to reward you **** miles for the order. The agent will confirm this through the *** and the rewards should post in the next 3-5 business days. Thank You

• Initial Complaint

  Date:12/31/2022

  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.

  The merchant provides a shopping portal branded as aadvantageeshopping.com, whereby customers can earn American Airlines miles based on purchases with a range of merchants. I made series of three purchases at merchant Giftcards.com for $255.95 each, detailed as follows: Order ******** on 11/1/22; Order ******** on 11/2/22; and order ******** on 11/3/22. For all three orders, the gift card value was $250.00 and the card fee was $5.95. There was no tax so $755.95 was both the subtotal and total for the order. The merchant was offering 3-miles per dollar on each day. I should have earned 768-miles for each transaction. When I did not receive credit for the purchases, I contacted Cartera (Inquiry # ********), receiving a response on 11/21. I was manually credited 750-miles for orders ******** and ********. I did not receive credit for order ********. I replied to Cartera's email on the same day about the missing credit, sending an additional email on 11/30. I received a reply on 12/30 indicating that I was not owed any additional miles and that the computation was correct. However, I have made this identical purchase 31 other times since 8/19/22 and in each instance I was awarded 768-miles per $255.95 transaction because Giftcards.com was offering 3 miles per dollar spent. Other Cartera customers reported receiving 768-miles for $255.95 transactions in online forums. Furthermore, in the 12/30 reply, the customer service representative did not acknowledge my separate request for credit for order ******** and I still have not received miles for this transaction despite an email confirmation from Cartera on 11/21 indicating that I would be credited manually for the erroneous amount of 250 miles. I would like to have Cartera credit my American Airlines account for 804 miles (18 miles for order ********; 18 miles for order ********; and 768-miles for order ********. Since Cartera normally has a 15-day response time, I submitted additional requests for these missing miles.

  

  Business Response

  Date: 12/31/2022

  Thank you for reaching out.

  We are currently working through orders from this merchant.  We appreciate your patience.

  I did look through your cases and we have followed up on all of them, except the new one in the queue.  

  I will follow up through our system regarding your account.

  We appreciate your patience.

  ******

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

   

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not fully satisfy or resolve my issues in reference to complaint # ********.

  The issues I reported are partially resolved.  I received 768-miles for order ********, but I have not received the 36 missing miles for orders 10591746 and 10594623.  I should have received 18 miles more than I was credited for each order.  The merchant did not give a timeline for resolution of the missing 36 miles.
  
  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: 01/10/2023

  Please note that I have added 36 miles to your eShopping account today for Giftcards.com Order # 10591746 and ********. These *********************** the next 3-5 business days.

   

  Thank you,

   

  *******
  
  
  

• Initial Complaint

  Date:12/26/2022

  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.

  I now have a total of 2 AAdvantage eShopping portal orders that have not been credited by Cartera with AAdvantage credits or loyalty points. One is Cartera case # ******** about Order Number ******** from The Motley Fool where I'm still waiting for ***** points to be credited. The second is 1-800-Flowers where I'm owed ***** credits or loyalty points from Order # W01005824907154, where I filed a case online after logging into the AAdvantage eShopping portal, but I never received an inquiry # or case # or even an email reply (this second 1-800-Flowers order did have another one of my emails on the receipt, but I only have one AAdvantage eShopping account under my AAdvantage mileage acct.). I've been waiting for several months for these credits and stopped hearing from the Cartera support rep ***** ago re: case # ********. Hard to believe American Airlines allows Cartera to treat any customers unfairly and surprising they would treat elite Lifetime AAdvantage members this way. Cartera needs to post the ***** and ***** points to my account immediately.

  

  Business Response

  Date: 12/27/2022

  Thank you for reaching out.

  I will research your request and follow up through our ************* channel.

   

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

  Manager, AAdvantage eShopping

• Initial Complaint

  Date:12/16/2022

  Type:Sales and Advertising 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.

  Cartera Commerce administers the AAdvantage eShopping platform for American Airlines. This program entices customers into spending money with their preferred merchants under the premise of awarding airline miles and loyalty points. Cartera runs bonus promotions which promise significant value to the customer. They collect a fee from the merchant for steering the customer spend to their site, and then fail to reward the customer who made the purchase as they had promised under the terms of the program.Under AAdvantage member 1EW9F32 I made a purchase on 11/15/2022 with their partner *********************** JEWELERS Order# ************** for a total purchase price of $12749.99. The reason I made this particular purchase with this merchant was that the AAdvantage eShopping platform was advertising 3x points (triple points) for qualifying spend with the merchant, as well as a **** "Holiday Bonus" promotion which purported to provide additional miles. I calculated this purchase should earn ****** by miles using their platform.I utilized the browser extension installed in Chrome browser as recommended by Cartera/eShopping to ensure the purchase was tracked and qualified for their program. I thoroughly reviewed all the terms and conditions available on their website to ensure the purchase qualified. In addition I opted not to use additional coupons on the purchase which could have saved me money for fear they would disqualify the purchase due to language in the Terms. I took screenshots of the transaction (attached) to document the purchase and that I followed their requirements for tracking of the spend to qualify on their platform.When the miles from this purchase did not post to my account, I reached out numerous times to the eShopping customer support team who were unhelpful and did not provide a resolution.This program appears to be a scam intent on defrauding customers. I fully followed the terms and should be entitled to the miles under their customer agreement.

  

  Business Response

  Date: 12/19/2022

  Thank you for reaching out. We will follow up through our ************* system today.

   

  Thanks for your patience.

   

  ******

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

   

  Customer Answer

  Date: 12/20/2022

  [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 #********. The merchant did post the appropriate miles to my account which is the outcome I had sought here. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

   

  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/07/2022

  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 made a very large purchase through the Aa Advantage shopping portal at Jareds jewelers on a Tagheuer watch for $**** on 11/18/22. I have all screenshots showing that the portal recorded the purchase, the Terms and Conditions, and of the $25 off offer for signing up for the Jared *********** Carteras site says points/miles will be credited within 3-5 days with larger purchases taking up to 15 days. I submitted 2 emails to Cartera asking why I have not been awarded my miles. They replied saying it will take another 4-8 weeks to review which is very excessive considering its already been 15+ days. I submitted my receipt and information in the initial inquiry. ******* is purposely withholding my **** points and an additional **** points that I earned through the purchase as part of the holiday bonus offer that ended on 11/18/22 ****pm. They have not responded at all to my second inquiry, nor to a reply I sent to their response of my first inquiry. I would never have purchased this through the portal if I wasnt earning points towards my AA status. I wouldve purchased directly through tagheuer instead.

  

  Business Response

  Date: 12/07/2022

  Thank you for reaching out.

  We will be in touch on your case through our ************* tool regarding your order from ***********

  Bonus does not post until 10 weeks after the last day of the bonus run time.  Bonus is expected to be processed in January.

   

  ******

  Manager, *************

   

  Customer Answer

  Date: 12/08/2022

  [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:11/28/2022

  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.

  Hi, On 11/8/2022, I used AAdvantageshopping.com to place a few orders. The orders are still not showing up as confirmed even though it has been more than 15 days as advertised. They have responded to me that they are looking into this, but it could take up to 8 weeks which is not near the 15 days as advertised.This is the 2nd time I have ordered something and have not received the proper credit. I would like to receive the proper credits for my orders as advertised.

  

  Business Response

  Date: 11/29/2022

  We appreciate your feedback and for reaching out through this channel.

  I did take a look at your cases we have open and it seems we are waiting on some postings.  

  Our site does say most orders post in 3-5 days, however, it can take longer.

  It looks like we have followed up according to our process and all the orders are being researched.

  Eligible orders post when we receive a commission from the merchant.  This is how we reward our members.

  Please take the time to review our terms and conditions found here:  https://www.aadvantageeshopping.com/terms____.htm

  Our How it Works and FAQ pages have lots of great information as well.

  We will follow up accordingly to your cases when we have more information.

  Thanks,

  ******

  Manager, Customer Care

  Customer Answer

  Date: 12/10/2022

  [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,
  
  ****************