[Resolved] Cashrewards Refuse to Acknowledge/Clarify False Advertisement
Last edited 11/12/2018 - 21:17 by 1 other user
A while ago, I click onto Aveda website from cashrewards as it was advertising a 20% + 20% cashback.
The exact wordings were
"Flash sale :Earn 20% online from 7pm to 10pm
+20.00% bonus cashback"
Few days later I found out that I only got back 20%. Upon clarification, the customer service insisted that they have never advertised the additional 20% and her final words were "As previously outlined in our last email, we have never advertised a 20.00% cashback offer with an additional cashback offer on top - this is impossible for us to do as we can only offer one cashback rate at one time."
I explained to her that the wordings in the advertisement clearly indicate a "+" hence I do believe my interpretation of the advertisement is correct.
I requested for her to confirm (with evidence) that the wordings of the advertisement is not as per what I have written but have not heard from her since 29th Nov. And if I'm in the wrong, I will apologise for my mistake.
I believe that it's only right for the business to either correct my misunderstanding or admit that it may have mislead consumers with their misleading advertisement.
The additional 20% is not a lot of money and I do have the choice of just walking away from this situation. Somehow, I just can't. I am on the verge of opening up a complaint with Consumer Affairs as I believe this is false advertising.
Some weeks ago, I noticed they have given me additional cash back and I wrote back to inform them and they were very grateful for my honesty. Now that I have not got the cash back as per their advertisement, all they do is ignore me. How quick a change that is!
I do wonder if I'm just being stubborn over $40. But hey, I'm an Ozbargainer!
Would love to hear some advice. Feel kind of powerless as a consumer.
UPDATE : Thank you all for your advice/comments. As per my original post, the intention was to get some advice. I went through the consumer affair website and realised it is not an easy task to fill out the form and filling it out does not guarantee that they will take up your case. I felt a bit defeated (even before I start the process) upon learning that they may choose not to look into your case. Reading through some of your comments below, I have learnt a few things about business T&Cs!
To TA :
Thank you to TA for assisting to sort this out. I didn't realise there is a rep (and that it's you) for Cashrewards. Rest assured that I am still a very loyal customer! I have to confess I did try shopback once. Ha!
There is something I do have to highlight. My email chain with Cashback started back in 21st Nov and it is a little disappointing that I have to continuously push for a respond. But through this forum it's all resolved in a matter of 24hrs. Of course it's a pleasant surprise for me! Since all I wanted was some advice. I was prepared to go through the consumer affairs process just so that I can have the "Yes I am correct" moment! Childish? Maybe. :)
A little suggestion. if your cust service has to deal with a customer for more than 3 times through email correspondences, maybe there should be some form of escalation process?
Above all, I appreciate your honesty here about a genuine mistake and that the business is prepared to learn from mistake.
Glad to see some of your concerns are being address through this post at the same time! Happy days!