GREENPOINTS complaints
 

Hi,

Well, GREENPOINTS must win the worlds worst service award! (preface this with the fact that I have spent over $10k through their site - which I now REALLY regret).

1) They don't reply to customer service emails (I would say less than 25% of my emails have been answered!)

2) They don't provide you with a point earning history like MyPoints, Clickrewards etc

3) They have cancelled 1.4 million points in my account (and all orders) due to an error on the suppliers part, then quoted the membership agreement section on fraud to justify the cancelled points.

4) of my orders for mileage, the first 2 (for 500 miles each - the test case) worked fine but others have been delayed. (the 10,500 AA miles I ordered 4 weeks before they discontinued them still haven't shipped) - these are with the points they haven't cancelled.

5) The order status is worthless - I received a PDA three weeks BEFORE it changed from pending the shipped. My cancelled orders say "pending" or "shipped" at random (it appears they don't have a cancelled status)

6) On August 4 I sent them an email regarding the cancelled orders/points - I got an email today saying they were cancelling more points! Not only do they not reply, but they are very prompt at delivering bad news - and the "if you have any further questions please contact us at customer support" message must be some great cosmic joke!

Well, that is my rant. I would contrast this with the service I have received from MyPoints (always on-time shipping) and ClickRewards (always answered emails and resolved problems) both of which I have spent little or no money with (although that is changing from now on).

Questions for everyone else;

a) Did your final AA miles arrive?

b) What recourse do I have. I feel they have screwed me over.

and as a final note, I would advise everyone against using greenpoints, certainly against spending money through them but also don't get your hopes up on getting your orders. http://www.flyertalk.com/forum/mad.gif

I too have just gotten screwed by Greenpoints. There are three of us living out of this house all with accounts. Recently I redeemed for 41 500 Delta certs. I got a email back yesterday saying there are multiple accounts and they have cancelled all accounts. I got the same message about contacting them (which I did but as yet no reply). I'm pretty pissed, especially now that I here of others having the same problem.

I have had a similar experience with receiving airline certificates from Greenpoints. "Backordered," with no other explanation. Also, I have not received points for numerous purchases through the site.

My experiance with Greenpoints is very good.
They answer e-mails in hours and resolve all problems very fast.

I think they a very good organized.

Please check your information before writing. Your first two points are false.

1. They do reply to emails and what's more, they always answer they're 800 promptly - which can't be said for places like ClickRewards because there is no 800 number.

2. There is a link on the left side of your home page to your order history. It shows specifically what you've bought and how many miles it cost.

ANDREWCX

Answer to your questions:

a) I ordered Delta SkyMiles the vouchers arrived within days.

b) I would call them (again). You seem to be a very good customer for them. If nothing helps, check "your case" again. If you think you are right, inform the Attorney General in your state and in their state. You might be able to do this via Internet.

I too have found them very responsive - both via customer service emails and in sending me DL 500 mile certificates promptly.

I don't even give these things the time of day. I just use ebates, which gives you plain cash and has a great order history.
www.ebates.com

Family Flyer - to respond.

I have "checked" my information.

1.In my circumstances greenpoints did not respond to the majority of emails (and whilst the phone service might be good I do not think that excuses the email issues - I don't like phoning websites).

2. A point EARNING record is very different from a point SPENDING one as you suggest.

but as a followup, greenpoints did finally respond and were quite nice, and accepted fault so maybe there are a few good things to be said.

ANDREWCX:

It seems you got good/better news from Greenpoints. Please keep the board posted.

ANDREWCX:

I too have not had major problems with Greenpoints. When I did have an issue of points not being posted or certs not received they have responded fairly quickly to my problems. I do understand how this being a web based program the prefered method of communications should be email, but this is not a perfect world we live in and actually speaking to a "live" person is still prefered in my book.

Hope your future experiences with them continue to get better

Greenpoints is AWFUL!!!!

RUN the other way.

My correspondence with them below.


>>To: [email protected]
>>Subject: please cancel my Greenpoints account
>>
>>I have e-mailed your customer service staff repeatedly about a problem -
>specifically, my greenpoints account showing a negative balance.
> Any additional purchases I were to make on-line or
>at my supermarket would only serve to work away that balance, not credit me
>with spendable points. That is unacceptable.
>>
>>Your customer service folks have responded multiple times, always claiming
>that the problem will be resolved, then following-up by telling me that I
>used more points than I had.
>>
>>Just to be sure, today again I attempted to spend points on your site that
>I did not have in my balance. Again, it was impossible (as it should be).
>Their explanation is therefore, impossible. I do not understand why your
>staff insists that I am responsible for what clearly must be a technical
>problem of your site. My patience is at an end.
>>
>>Please cancel my Greenpoints account. Please send me an e-mail that this
>has been done. I have contacted my local Foodtown supermarket and
>explained that I am now shopping at the local Shop Rite instead
>specifically because of the hardships that I have experienced with
>Greenpoints. I will also send Foodtown's customer service people a copy of
>this message.
>>

Their Reply:

At 11:42 AM 9/3/00 -0400, you wrote:
>Dear David,
>
>We are confirming that we have received your request, and your account with
>greenpoints.com has been closed, effective immediately.
>
>However, after reviewing your account we do not understand your frustration
>with us. Your account has earned a total of 15,080 greenpoints and you have
>redeemed 17,900 greenpoints for 7-#S5023 500-mile Delta Sky Miles Frequent
>Flyer Certificates. That is the reason for your negative balance.
>
>Should you want to reconsider, please visit our website at
>http://www.greenpoints.com for more information.
>
>Thank you,
>
>Bob
>Customer Care


My Response:

Again, as you wrote:

>Your account has earned a total of 15,080 greenpoints and you have
>redeemed 17,900 greenpoints for 7-#S5023 500-mile Delta Sky Miles Frequent
>Flyer Certificates. That is the reason for your negative balance.

And in my original message, I wrote:

>>Your customer service folks have responded multiple times, always claiming
>that the problem will be resolved, then following-up by telling me that I
>used more points than I had.
>>
>>Just to be sure, today again I attempted to spend points on your site that
>I did not have in my balance. Again, it was impossible (as it should be).
>Their explanation is therefore, impossible. I do not understand why your
>staff insists that I am responsible for what clearly must be a technical
>problem of your site.

>Any additional purchases I were to make on-line or
>at my supermarket would only serve to work away that balance, not credit me
>with spendable points. That is unacceptable.
>>

Please don't waste my time further with impossible to duplicate explanations, in lieu of taking responsibility for your site's error. Even if the math in your accounting was correct, it would take a major technical error on you site just to permit it. It is more likely that one of your bonuses was credited, spent by me, then revoked.

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

This is not a reputably managed group of people. It doesn't matter if it's malice or incompetence, they revoke points and policies at the drop of a hat, change the rules of the site without notice, and act suprized that the "lowly customers" dare to complain.

Again, take it from me, if you haven't been shafted yet (by changing bonuses, or partner removals, or point removals, or expiring awards, or shipping delays, or outright lies), you will...it's only a matter of time. Cash out and run away as soon as you can.

Every one of my e-mails to them was replied to promptly, points for my purchases credited well before the site said they would, and all DL certificates were received within 5 business days of ordering them.

I ordered AA certs during the great close out sell greenpoints had when they announced they were discontinuing AA as a partner. Has anyone received them? The order status on greenpoints login shows that the order is still in progress from Aug 15 !!!

Regarding the negative balance issue: There wasn't enough information provided to determine why there was a negative balance. But I suppose you could get a negative balance if you:
1. Got Greenpoints through purchases
2. Redeemed the Greenpoints, and
3. Returned the purchased items.

BTW, I checked my own records about the top S.P.A.M. complaint - posting of miles. On this issue, Grennpoints has delivered. I usually receive certificates within a week and the miles usually post within 15 days of mailing to airlines.