SUPER LONG!!!! Would this be a valid complaint - and where to? ***UPDATE

I'm a member of one of those deal sites - No More Rack.

I shared my invite link and a bunch of ladies on this site ordered through my link. I was supposed to get credits for each person that ordered.

Here's what is says in the "details" seection regarding credits:

Get $10 to shop with us! Share, Give, Get! Get $10 each time you refer a friend and they make a purchase. They get a $10 gift card too! See details
What are you waiting for? Spread the word!

Details
Each time you refer a new friend to nomorerack and they register using your unique referral link, you'll receive a $10 credit after they've made their first purchase on our site. Your credit will be issued once their item(s) is shipped. There are no limits to how many friends you may refer, or the number of $10 credits your account may be credited; however, if your friend accepts an invitation from someone else, you will not be credited for their invitation. This offer is not retroactive. Valid for U.S. residents only.

Credits are only valid for products listed on nomorerack.com. Credits are non-transferable to other accounts. nomorerack reserves the right to suspend or terminate the account of any user(s) believed to be using fraudulent, illegal, or otherwise inappropriate conduct in relation to this offer. This pertains, without limitation, to using fictitious, duplicate, or alias accounts in order to gain credits from nomorerack. nomorerack further reserves the right to suspend or change the policies of this offer at any time without notice.

----

So, I go to place an order yesterday- expecting to use my credits (I know at least 6 or 7 people ordered!) and I see NO credits in my account. I email customer service.

RESPONSE: Thank you for writing in. Always here to help.

Upon reviewing your account, I see that your Nomorerack credits have expired. My apologies if you are unable to use these credits. Please understand that we can no longer issue or reinstate this for you as credits should be utilized within 48 hrs upon issuance. Again, I apologize for the inconvenience.

If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.

I WRITE BACK:
48 hours?? That is a little ridiculous. The "details" of the "give 10 get 10" offer say this:

[I cut/paste the details]

NOWHERE does it say that the credits must be used within 48 hours.

I will no longer be using or referring friends to this site as I don't think that is very clear in your statement OR fair.

THEIR RESPONSE:

Thank you for writing in. Always here to help.

I am very sorry for the inconvenience and the confusion on the credits. Most of our gift cards (credits) expire 48 hours after it has been issued. At Nomorerack, we always go the extra mile for our customers and since you were not informed that your credits will expire during this period, I have gone ahead and reinstated the credits missing from your account one more time. Please, log in to verify that the credits were added successfully. Please take note that Nomorerack credits will expire after 48 hours and can only be used on purchases that are of at least $30 of value before shipping and handling..

If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.

---

That was last night. This morning I check my account and there is ONE $10 credit on there. AGAIN, I contact customer service.

CUSTOMER SERVICE RESPONSE:

Thank you for writing in. Always here to help.

We apologize for the inconvenience and confusion regarding the promo code. Please be informed that the promo code has already been applied to your account and you can now use the $10 gift card credit onto your purchases.
You may utilize your credit after you have added items to your cart, use your credit by clicking "Click here to apply credit" which is next to "Submit Order." Each gift card credit can only be used on purchases that are of at least $30 of value before shipping and handling and expires in 48 hours.

If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.

MY RESPONSE: I was under the impression that ALL of my credits were going to be restored to my account - not just one credit for $10.
As per this message:

[copied/pasted other customer service rep's response]

THEIR RESPONSE:

Thank you for writing in. Always here to help.

Upon reviewing your account, I see that your Nomorerack credits have expired. My apologies if you are unable to use this credit. Please understand that we can no longer issue or reinstate this for you as credits should be utilized within 48 hrs upon issuance. Again, I apologize for the inconvenience.

If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.

MY RESPONSE:

I honestly do not understand. The person that wrote to me LAST NIGHT stated that my credits would be reinstated as per this message (AGAIN):

[copied/pasted message]

THEIR RESPONSE:

Thank you for writing in. Always here to help.

I apologize for the confusion. But we can only reinstate the 10 gift card credits from Nomorerack. All gift credits should be utilized within 48 hrs upon issuance. Again, I apologize for the inconvenience.

If there is anything further I can do to assist you please let me know. At Nomorerack, customer satisfaction is our main goal.


---


Would you complain about this?
Where? To whom??
Am I wrong here??


*UPDATE:

I have not had a chance to call since I don't have time to get stuck on the phone (at work).

I googled their company to see other complains and came across a website that had an email address for a guy named Vincent from customer service who seemed to be responding to complaints written on that website. I emailed him directly, forwarded all of the previous contacts with him and got this message:

Hello Hayley,

Thank you for the email and I do apologize for the concerns on your credit and the confusion that resulted with the replies from the support team. I have looked into your credits and see that there were 3 confirmed and applied that then expired. I have gone ahead and re applied the $30 in credit and it will not expire and can be used at any time.

With respect to the other referrals, I currently only see 3 that were approved from the referral, to the order process.

I hope this helps and again, my apologies for any concerns this may have caused.

Sincerely,
Vincent D.
Customer Experience

---

So, it's not everything, but I'll take it! I ordered this for my son ($30) and paid the $2 shipping and probably won't ever use their site again!

Message edited 7/11/2012 2:01:28 PM.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

That made my head spin!
what an incredible run around they gave you and it was all the same response just cut and pasted each time. I honestly don't think that they bothered to look at your history of complaints, they just keep giving you the same answer over and over again.
I would see if you can find a supervisor or a person to speak to on the phone immediately and explain to them what happened.

If not, contact the BBB and see what they can do

that stinks!

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

SUPER LONG!!!! Would this be a valid complaint - and where to?

That is a terrible policy and not clearly stated at all in their terms of service. I definitely wouldn't recommend them. It doesn't seem like their customer service is very customer oriented.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

I don't even know where to begin to tell you to complain but just wanted to add that even reading that was frustrating!!!!!!!!!!

SUPER LONG!!!! Would this be a valid complaint - and where to?

Add them on facebook, and then state your complaint clearly and calmly. They take customer service on social networks very seriously.

Credits on the other sample sale-like sites are usually good for 6-12 MONTHS.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Definitely a valid complaint!

I would try to find a corporate phone # or email. Try the BBB website for a #.



ETA: their prices aren't so great! I saw they had a car that I was going to buy my nephew. They say it's 54% off- but walmart is selling it for $30 less

Message edited 7/10/2012 2:03:03 PM.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Ugh- how annoying. I would contact a superviser, as well! Good luck!

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Maybe try calling to speak to an actual person? These emails are so vague and generic. I doubt that anyone is taking a second to actually read what you are saying.

The whole thing is so frustrating! Sorry you have to deal with this idiocracy!

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

In addition to the facebook complaint, you can also Tweet about your poor experience and their ambiguous policies!

Good luck!

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

CRAZY!!!! i WOULD CALL SOMEONE AND COMPLAIN OR FIND A HIGHER UP IN THE CO. DEF A VALID COMPLAINT!!

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

SUPER LONG!!!! Would this be a valid complaint - and where to?

I would see if Consumerist can help too.

SUPER LONG!!!! Would this be a valid complaint - and where to?

Holy frustrating!!!

It's definitely time to make a phone call and to post to some social media site as well.

"Thank you for writing in. Always here to help."

Message edited 7/10/2012 3:55:08 PM.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Ack! I'm waiting on a credit on this site and now am losing all hope that I'll ever use it. Seriously?

Isn't there a "Shame on You" this can go on? I don't see 48 hours anywhere.

The policy only says this:

Each time you refer a new friend to nomorerack and they register using your unique referral link, you'll receive a $10 credit after they've made their first purchase on our site. Your credit will be issued once their item(s) is shipped. There are no limits to how many friends you may refer, or the number of $10 credits your account may be credited; however, if your friend accepts an invitation from someone else, you will not be credited for their invitation. This offer is not retroactive. Valid for U.S. residents only.

Credits are only valid for products listed on nomorerack.com. Credits are non-transferable to other accounts. nomorerack reserves the right to suspend or terminate the account of any user(s) believed to be using fraudulent, illegal, or otherwise inappropriate conduct in relation to this offer. This pertains, without limitation, to using fictitious, duplicate, or alias accounts in order to gain credits from nomorerack. nomorerack further reserves the right to suspend or change the policies of this offer at any time without notice.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

Posted by InShock


"Thank you for writing in. Always here to help."

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

I've bought a few items and each time they were mostly junk.

maybe write to your consumer affairs agency detailing their shady credit practices, or escalate the complaint to a higher authority over there.

but I would totally be done with buying stuff from there. Total BS. it says nothing about 48 hrs and a $30 or more purchase.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to?

thank you for posting this thread... Always here to read.

SUPER LONG!!!! Would this be a valid complaint - and where to?

Can you call? It seems like you are getting someone (or someones) who can't do much, and may just be emailing you off a script.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to? ***UPDATE

updated in OP

SUPER LONG!!!! Would this be a valid complaint - and where to? ***UPDATE

I'd report them to BB too.Very shady.

Re: SUPER LONG!!!! Would this be a valid complaint - and where to? ***UPDATE

great update!!!

SUPER LONG!!!! Would this be a valid complaint - and where to? ***UPDATE

hoenstly, just like you said, i would take the $30 credit they gave you and run! i would never use this site again...