We have used them in the past, especially for travel-related expenses (hotels and car rentals), and have been pleased with their reliable customer service, even though the points do take a while to post.

Lately however, none of our transactions have been posted (since October), and two recent emails from my husband remain unanswered. Has anyone else had problems with them lately? Is it just because of the busy Xmas season, or have they too joined the list of the moribund dotcoms?

I hope they are OK. I am saving up points for a $100 Supercertificate. If they are teetering on the edge, I'll redeem my points now for whatever I can get.

I received a posting from a 12/4 purchase. But I have many others that have not posted from before and after 12/4. I have not emailed them yet.

Hallo Ladies,

Miles mall has always been real quick to respond to my emails, but a little slow these past few weeks....

I've called them at 1-877-755-MALL (6255), and they say they are just real busy. They took my info and said they would check into it, and send me a email...
We'll see...

Kiss Kiss
Marvella

MM has always been in trouble. Terrible customer service. Poor follow up of e-mails.

Promises from e-mails to follow up on missing points---never hearing back.

DO NOT USE MILESMALL.COM, use Greenpoints or Clickrewards.

Chix,

sadly I have to agree with you now. I thought they had decent CS until lately, but now, after 3 emails and as many phone calls, I am no closer to getting the points posted. I tried calling the 800 # posted on their web site, and I got a return call the first two times, from a rude rep (Robert) who had absolutely no intention of doing anything about the missing points. His main goal was to get me off the phone. I'd just let it go, if it weren't that they're holding several thousand points. So, I'm determined to persist. Does anyone out there have a phone # where I can talk to a real person (not this 800 # where you can only leave a message)? Or an physical address? Would it be worth contacting BBB about it? Has anyone had a problem like this with them, and how did you solve it?

I'm now having the problems too. Missing several thousand points and no response to emails over the last few weeks. Looks like we might have to escalate this to the BBB or Attorney General if they don't clear this up. I have not researched where they are located, etc. but I guess I am going to have to get on it.

FWIW - ICHO GROUP INC.
55 W. 5th Ave, Suite 15B
San Mateo, CA 94402
US

I had to edit this post because I did speak to Robert and he has now promised I will receive my points by next Tuesday. According to him, the trouble was with their client support team which he has now replaced. He also said there is a problem with Marriott transfers that is not related to MilesMall and should be cleared up shortly. I'll keep you posted if I actually receive the miles.

[This message has been edited by keithnj973 (edited 01-06-2001).]

Thanks keithnj973, I also spoke with Robert, and he promised that he would send the miles. We'll see. He also said that they plan to add HHonors, SGP, AAdvantage, and I forget which other programs to their current selection. Again, we'll see... I'll let you know when the points post.

OK, here's the update: The miles have not posted. I have emailed them 3 times. No response received. I have called twice. No return call or response. Here is the info on the company:

MilesMall.com
ICHO Group Inc.
55 W 5th Ave, Ste. 15B
San Mateo, CA 94402

Robert Icho
Tele: 650-343-8573
Fax: 650-343-3486
Email: [email protected]

Link to file a complaint with the California Office of Attorney General (takes less than 5 minutes to submit online):
http://caag.state.ca.us/piu/mailform.htm

Thanks Keith, I submitted my complaint.

Thanks for your detective work Keith. I spoke w/Robert early in the week, and he said that the points were sent to Marriott on 1/10 and they should post by today. Guess... they haven't posted. I might wait until early next week, then fire off a complaint too.

I had to file a complaint. Funny, I spoke to Robert tonight and he told me I am the only one of hundreds of thousands of members that is having this problem. Luckily he told me this before he started yelling at me and hung up on me again. So this makes 3 months of emails, phone calls, being yelled at and hung up on, never once receiving an appropriate reply via email, never once receiving a return call from the 800 number and finally ... points still not posted. And imagine finding out I am the only one! That's me - the problem child. Anyway, I think we all know what kind of company we are dealing with here and I know I am staying FAR, FAR away in the future. In addition, I think filing a complaint helps the Attorney General establish a pattern with this company. Then they can't continue to defraud customers and clients. They are certainly taking the 'click thru' money from the merchants, and not rebating it back to customers.

Just a follow up - points still missing. I have emailed them every two days for two weeks and have not received a reply. Still no points. Called Robert, no return call. Emailed Robert, no reply. I don't see how they are going to stay in business like this. Anyone else have success?

Well, the saga is finally over. After 7-8 calls and as many emails (some of which we cc'd to Marriott Rewards), the 7000+ points they owed us were posted. I suspect that the involvement of MR in the matter might have helped. It appears that the milesmall rep. who dealt with the points transfer has recently quit, so the helpful rep at MR didn't quite know who she could contact to verify the transfer, but in the end everything worked out.