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:10/28/2022

  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.

  On September 3, I made an online purchase of a $****** necklace from ************** using the Cartera managed portal for AAdvantage eShopping. The portal offers American Airlines miles as an inducement to consumers to make online purchases from various retailers through the portal. The number of miles/dollar offered fluctuates. On the date of my purchase, Sep 3, the promotion for ************** was 5 miles/dollar. The language on the Cartera website says that most miles will be awarded within 3-5 days, though sometimes it can be as much as 15. There is the strong suggestion that it is rare for the issuing of miles to take longer than that, though they do say more expensive items can take longer. My purchase on Sep 3 showed up in their tracking. There is no issue of the order not having been properly placed through the website. The terms and conditions on ************** page do not indicate anything that would make my purchase ineligible. The price of the necklace dropped to $****** a few days after my purchase. I contacted customer service at ************** by phone. I was told it is their policy to honor price reductions within 10 days of purchase and they issued a refund for the $1,225 difference. This was done over the phone and not in a physical store, one of the requirements of the shopping portal. The only impact of the customer service adjustment should have been to lower the miles due me from ****** (****** x 5) to ****** miles (****** x 5). It has now been 8 weeks since I made the purchase. I have tried several times to follow up with Cartera (AAdvantage eShopping), but have received no update other than a message on September 28 saying they need 4-8 weeks to "research the matter." That seems excessive, since I submitted the receipt sent to me when the item was shipped. The promise of a large number of miles was an important part of my purchase decision. I would not otherwise have made the purchase through this channel.

  

  Business Response

  Date: 10/28/2022

  We are still investigating the rewards for this order with *************** I will also respond to you through our CRM system.

   

  Thank you,

   

  *******

  Customer Answer

  Date: 11/08/2022

  [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. 
  

  My issue was satisfactorily resolved.
  
  Thanks and regards, 
  
  *******************************

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing another complaint as the first was closed without any resolution regarding aaEshopping portal that is supposed to reward miles for purchases. This has been ongoing since April. I filed my first bbb complaint #******* and *********************** executive liaison aadvantage loyalty program responded and requested info which we supplied. Then was told we could not send screenshots as the eshopping didnt accept them. We sent requested info to her for her to expedite our issues. I have not heard back as of today after several emails requesting status and on the 4th email i said if I didnt get a a response i would do another bbb complaint on AA and the name, cartera.com which runs the eshoppping. We reached to out to them and reps responding it would be investigated. Crickets. Then we heard from ***** after *************** told her there was a bbb complaint. She called us and more excuses, will investigate, my laptop is broken, etc. we sent *************** the requested info and did not send to ***** as *************** was supposedly working on getting us resolution. We want to be credited the miles that we earned by using this program by using this portal to make purchases. We have used the program without too many issues till April. I also want to know why this happened. I think American should rethink this partnership and look at working with *******. I want to know why *************** after being sent requested info and many emails requesting status failed to respond. *****, needs to respond on why she failed to follow up after we gave the info to ***************. My feeling is both felt if we ignore the Caricos , loyal aa customers, they will just give up and move on. I post on social media and travel blogs, I will be posting neg reviews of eshopping (Cartera)and customer care. Aadvantage eshopping inquiry ********

  

  Business Response

  Date: 09/14/2022

  Thank you for following up here.

  I will also reply to your case in our system.

  My last email to you was on 8-24-2022, which had a spreadsheet attached of all your activity posted to the eShopping account.  I asked you to review and follow up.

  We did follow up with you, right from the beginning letting you know the progress of your orders.

  ****************--she is not an employee of Cartera, but of AA.  I have never had correspondence with her, the only email we received on your behalf was an escalation from AA.  That is how you ended up in my queue.  

  I have also reached out to AA on your behalf letting them know if the issues you are having and that orders have been in research. I cannot speak for AA, but I believe they have followed up.  

  I work for Cartera, we manage the online mall as a partner for American Airlines, I am not an employee of AA and do not have any way to confirm what is on your account for the airline.  We have reached out letting you know what has posted, what is pending and how to find it when you look on your airline account.

  I will check all the cases we have open and assess what it outstanding and follow up.

   

  Thank you,

   

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

  Manager, AAdvantage eShopping

   

  Customer Answer

  Date: 09/15/2022

  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,

  ****

  Yes you sent a spreadsheet of items that actually posted. I sent you screenshots and dates  of other orders that have not been credited to my account since April  This has been ongoing since may. When I first contacted your company numerous times without any assistance till I got aa involved with a bbb complaint   *************** informed me you would not except screenshots or info submitted unless it included specific info   I sent that info to her to expedite my case.  I have several orders outstanding and that were not on the spreadsheet you sent that was identical to what I pulled offed our account  missing orders not there, points not awarded.  Response given we are investigating - but you dont mention all the orders that are in addition from June to august just the ones previously disclosed as missing   I have also asked why this happened and the response is basically it is us but seems like a tech issue  on your end   I have asked *************** to forward the response with the other missing orders with the requested info and I will send to you  I am asking for what your service is supposed to provide miles for using your portal which in turn income for your company  generates    I want to know this happened over and over again and when I can expect resolution to get the miles we are entitled to receive   Months later and here we are, only bbb complaints get a response aa is your partner and they move this perk to another company as it should not be this hard to get customer service to valid issues    What else do we to do get what we are entitled to?

   

   

  

  Business Response

  Date: 09/19/2022

  Thank you for your concern with the missing orders.

  I have been in correspondence and have a full list of what was missing from your wife.

  The case in our system has been followed up on appropriately.

   

  We are working to resolve any outstanding orders on your wife's account.

   

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

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

• Initial Complaint

  Date:08/09/2022

  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 9, 2022, I was incentivized by the American Airlines eShopping portal, run by Cartera (hereinafter "AA-Cartera"), to purchase an impression kit from Byte. Byte, in conjunction with AA-Cartera, offered an inducement of ***** American Airlines AAdvantage miles on an impression kit. I placed Order Number *******, based on this inducement, and fulfilled the terms and conditions required by Byte in conjunction with AA-Cartera.The full terms and conditions of the inducement offered by Byte and AA-Cartera is reproduced below: Please note these terms and conditions: Only eligible on the impression kit. Only eligible on first purchase. 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. Purchases made with a gift card may be ineligible. Not eligible on any free products, trials, services, memberships, subscriptions and retail marketing subscriptions.I am a first time Byte customer who purchased an impression kit. I did not purchase/use gift cards, gift certificates or any other similar cash equivalents, nor did I use a promotional or coupon code not found on the AAdvantage Eshopping site. AA-Cartera has not yet offered an acceptable resolution of the promotional mile inducement promised to me as consideration for my first time purchase. If these miles were not offered, I would not have made this purchase. AA-Cartera has not addressed this matter in an acceptable and expeditious manner, as it has now been two months since I made the purchase.

  

  Business Response

  Date: 08/10/2022

  Thank you for reaching out through this forum

  We are working on your case and I do see your order is in process of being researched with the merchant.

  This process can take up to 8 weeks.  According to the notes on the open case we have in our queue, it looks like we have been keeping in touch to let you know where we are in the research process.

  We will follow up through our ************* tool once we have a resolution.

  We understand that most orders though our site do post in 3-5 days, however some can take longer and in this case it is one of those times.

  We rely on commissions to post our orders to member accounts, this is required.  Please take the time to read our terms and conditions on how our site works, without commissions, members do not receive rewards.

  We do appreciate your patience.

   

  Thanks,

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

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

  AAdvantage, eShopping

   

   

   

  Tell us why here...

  Customer Answer

  Date: 08/19/2022

  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.]

  Tomorrow will be exactly 8 weeks since I opened the inquiry with Cartera, so according to their guidelines that means I will hear back from them today with resolution of this issue. I still dont understand how it takes two months to confirm with a vendor that a purchase was made, especially when Ive provided receipts, I have the product in my possession, and I am still receiving emails as recently as this week from a representative from Byte. 
  
  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: 08/22/2022

  Thank you for reaching out.

  We do understand how frustrating it can be.  I have asked the team who handles our research to reach out to the merchant.

  We are hoping to have an answer before the end of today for you.

  We will follow up through the open case with our resolution.

   

  Thank you again for your patience.

   

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

  Manager, Customer Care