Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used GoCashBack as a referral site to make purchases.I accrued $8 in cash back, plus a $5 welcome bonus.I repeatedly tried to cash out, and the site says you have to set a withdrawal password. So, I did that. But then, it says you have to verify that payment password with an email they send you.I tried over, and over, and over again. And that email never came. And customer support is nonexistent.Then, they implemented a "maintenance fee" for inactive accounts, and reduced my balance to $0.I tried over, and over, and over to cash out. Before any cash had been stolen by your "maintenance fee." I tried to get your help with your endless hoops to get the money I was owed.Your site is a scam. Give me my $13. Reinstate it, and let me cash ******* got paid by the merchants you "referred me to." Give me the reimbursement I'm owed for using your site.I've NEVER had any issues with your competitors (Rakuten, RetailMeNot, ActiveJunky, etc.). Your site, on the other hand, appears to be a scam. Set up to steal money from folks like me.

  Business response

  12/02/2024

  Dear ******,
  

  Thank you for reaching out and sharing your concerns. I truly apologize for the frustration you've experienced, and I want to address each of the issues youve raised in detail.

  First, regarding the maintenance fee, our system automatically deducts this fee for inactive accounts that have not made any orders in the past 18 consecutive months. I understand this might be disappointing, but please know that we only apply this fee to accounts that meet this criteria. If your balance was reduced due to this, we would be happy to look into reversing the charge, provided we confirm your account's activity history.

  Additionally, I see that youve been unable to receive the verification email to confirm your withdrawal password. Im sorry for the inconvenience this has caused. Based on your message, it seems that we have not received any email correspondence from you related to this issue using the email address associated with your account. To assist you personally, could you please confirm the email address youve used to register on **********? This will help us ensure we are looking at the correct account and can escalate the issue on our end.

  To resolve the email verification problem, I recommend the following steps:

  Clear your browser cache: Sometimes, old data in your browser cache can prevent confirmation emails from coming through. Clearing your cache may solve the issue.

  Try a different browser: If the issue persists, please try using a different web browser to see if that resolves the problem.
  Check your spam/junk folder: Its also worth double-checking your spam or junk email folder to ensure the verification email isnt being filtered incorrectly.

  Once we confirm your account details, I will personally escalate this issue to our technical team and ensure that your cashback balance is reinstated, as well as address the maintenance fee deduction.

  We take customer concerns seriously, and it is never our intention to create any obstacles for our users. I will do everything I can to assist you in resolving this matter as quickly as possible.

  Please reply with the requested information, and well get started on resolving this immediately.

  Thank you for your patience and understanding.

  Best regards,
  ***
  GoCashBack customer service

  Customer response

  12/09/2024

   
  Complaint: 22626833
  
  Thank you for your response. If you follow the steps you outlined in your response, that will resolve my issue. I have clicked "reject response" to enable me to provide you the email I use for login, so you can address the issue.

  My login email address is: *******************************

  Previously, I tried to create my withdrawal password, and was unsuccessful with multiple browsers, and multiple computers. Fortunately, this time, the process actually worked. It looks like the code was fixed on your backend.

  Please escalate this, and reinstate my cash back (and reverse the account maintenance fees). After that, when I can successfully withdraw my cash, I will mark this case resolved, and that I'm satisfied with your response.

  Sincerely,
  
  ****** *****

  Business response

  12/09/2024

  Dear Elija,

  Thank you for your patience and for providing your login details. We appreciate your cooperation in resolving this matter.

  We are in the process of reversing the maintenance fee on your account. However, we would like to clarify the withdrawal requirements to set accurate expectations. Currently, your account has accumulated $8.00 in cashback, but as per our policy, the minimum amount required for a first withdrawal is $10.00. Since your cashback total has not yet reached this threshold, you may not be able to make a withdrawal at this time.

  We encourage you to place additional orders or continue to make purchases to accumulate more cashback, which will allow you to reach the $10.00 minimum and successfully process your withdrawal.

  Rest assured, we are working on adding the maintenance fees back to your account, and we will notify you once this has been completed.
  Thank you again for your understanding. If you have any further questions or concerns, please don't hesitate to reach out. We look forward to resolving this to your satisfaction.

  Sincerely,
  ***
  GoCashBack customer support

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They take forever to approve the cashback.. it's been over 4 months since my last purchase and I finally got enough to cash back. Well, would you believe that they canceled my cash out transaction and neglected to provide a reason for doing so?

  Business response

  08/05/2024

  Hi there,
  
  Thank you for contacting us. We hope that our agent was able to assist you promptly and effectively regarding your concern about withdrawing your earned cashback.
  
  As part of our security protocols, your account must undergo an order verification process before withdrawals can be successfully completed. This measure is in place to ensure the protection of our users' accounts.
  
  We appreciate your patience during this process. Once your order details are verified and confirmed as accurate, your account will be verified, and you'll be able to withdraw your earned cashback.
  
  Best regards,
  ***
  The GoCashBack Team
  
  

  Customer response

  08/13/2024

   
  Complaint: 22089582
  
  I am rejecting this response because: This is the worst cashback portal experience I've had. How can you run a company like this? I feel like I should be compensated for all my wasted time.
  
  Sincerely,
  
  ***********************

  Business response

  08/14/2024

  Hi there,

  Thank you for bringing your concerns to our attention. We understand your frustration, but unfortunately, we are unable to provide compensation in this situation.
  
  The actions taken were part of our standard security protocol to ensure the safety of your account. Once you provided the necessary order details, we promptly verified your account and found everything to be in order. As a result, your account was cleared, and you were informed via email that you could proceed with withdrawing your cashback.
  
  We believe we have assisted you promptly and thoroughly throughout this process. Therefore, we cannot offer any additional compensation or cashback beyond what has already been provided.
  
  Thank you for your understanding.
  
  Best regards,
  ***
  GoCashBack Representative
  

  
  

  Customer response

  08/19/2024

   
  Complaint: 22089582
  
  I am rejecting this response because: it was not prompt. huge hassle and waste of time
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GoCashBack is a website offering members to use its affiliate links to various online businesses, promising a cashback for purchases made. On March 22, 2024, following GoCashBack's promise of a 25% cashback for purchases made on the website "namecheap.com", I signed up for GoCashBack, creating an account, used its special affiliate link, and placed an order for $107.92 on "namecheap.com". Now, almost a month later, despite a long correspondence with **********, showing them proofs of my purchase, they are refusing to provide me with the cashback they promised, trying to blame "namecheap.com" for it. The promise for a 25% cashback was made by GoCashBack and they are fully responsible for it. Using the website, there was no indication that cash backs are optional, and may be dispersed or not according to the discretion of GoCashBack. I have followed all the steps indicated by **********, and I expect my cash back as promised.

  Business response

  04/16/2024

  Hi ******,

  
  We understand your concern and apologize for any inconvenience you've experienced. After carefully reviewing our correspondence, it appears there may have been a misunderstanding regarding your missing cashback claim.

  
  It's important to note that the order in question was not made through our platform but directly with the merchant's website. Unfortunately, orders made outside of our platform are not eligible for cashback, as outlined in our partnership agreements with merchants.

  
  While we sympathize with your situation, our hands are tied when it comes to orders not tracked through our platform. Merchants dictate the terms of cashback eligibility, and in this case, they do not accept or address missing order inquiries.

  
  We understand you've attempted to contact the merchant directly, but it's important to note that their representatives may not be aware of the specific agreements in place for cashback transactions.

  
  We regret any confusion or frustration this may have caused. Please let us know if there's anything else we can assist you with.

  
  Best regards,

  ***

  GoCashback

  Customer response

  04/19/2024

   
  Complaint: 21576622
  
  I am rejecting this response in its response to BBB the business is misrepresenting its policy. In its response, the business wrote that: "It's important to note that the order in question was not made through our platform but directly with the merchant's website. Unfortunately, orders made outside of our platform are not eligible for cashback, as outlined in our partnership agreements with merchants."
  
  This is false. GoCashBack's website *requires* users to conduct transactions directly on NameCheap's website. GoCashBack provides users with sponsored links to NameCheap's website, on which the actual services are provided and where orders are placed. Accordingly, I used GoCashBack's sponsored link and placed my order on its partner's website. I behaved precisely in the way that should result in the promised cash back reward.
  
  Sincerely,
  *******************

  Business response

  05/05/2024

  Hello,
  
  We've thoroughly investigated the matter regarding your recent order and want to assure you that the information provided is accurate. Upon consulting with our IT team, we've confirmed that there are no issues within our system that would have affected your order.
  It's important to note that we stand by the integrity of our platform and do not engage in false advertising.

  Numerous users have successfully utilized our platform to place orders, which were promptly recorded in our system. Feedback has also indicated that orders made through our platform were eligible for cashback.

  
  We apologize if there was any misunderstanding regarding your order inquiry with the merchant. Unfortunately, the merchant's policy does not allow for order inquiries for lost orders.

  
  We hope this clarifies the situation. Once again, your order is not eligible for cashback as it was not placed through our platform.

  
  Best regards,

  ***

  GoCashBack Customer Support

  Customer response

  05/10/2024

   
  Complaint: 21576622
  
  I am rejecting this response because the claims that the business is making are vague and false. If the IT department has indeed looked thoroughly at the case and have concluded somehow that my order was not placed "on the platform", I request that they share with BBB the specific date and time that I have signed up for the business' services, the ** address from which I did so, details about the browser I used to surf to their website and any other details they have examined. As they will see, I have signed up to their platform about one or two minutes prior to placing my order, which I absolutely did using the link provided on the business' website. I do not accept the false claims made by the business and demand to be given the cashback payment I was promised ($26.98). This is also a matter of principle. The business' behavior has been horrendous and I am insistent that they make things right.
  
  Sincerely,
  *******************

  Business response

  05/31/2024

  Hi customer,
  
  We have reviewed your account information regarding the recent order you placed. Here are our findings:
  
  Your GCB account was registered on March 22, 2024. Unfortunately, we do not have details about the browser or links you used to place your order.
  
  The merchant did not provide us with your order information for cashback. However, we can see orders from other users, indicating that our link is functioning correctly.
  
  It is important to note that we did not determine your order to be invalid; rather, the merchant you ordered from does not support this cashback service.
  
  We hope this clarifies the situation.
  

  Regards,

  ***

  GoCashBack customer Support

  Customer response

  06/06/2024

   
  Complaint: 21576622
  
  I am rejecting this response because of all the reasons previously specified in prior emails. The vendor is not providing any new information in their false claims nor is providing any shred of evidence to support it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I tried to cash out several times but have been unsuccessful. I have sent a message each time with no response from the company. It states "Your account is unable to withdraw. Please contact customer service." After contacting customer service via their website, there is never a reply. Multiple attempts have been made with no interaction. I would like to be able to withdraw the amount on my account. Thank you.

  Business response

  03/03/2024

  Hello,
  
  We're sorry to hear about your experience. At goCashBack, we prioritize assisting all our customers' needs promptly via email.
  
  After reviewing your email address ************************ we found no record of correspondence from you. This may explain why you haven't received any replies. Please double-check the email address you used to reach us, as there may have been a spelling error.
  
  Our customer service email address is *********************** Please feel free to resend your inquiry to ensure it reaches us correctly.
  
  Additionally, I will send you a direct email detailing how your account can be verified.
  
  Best regards,
  ***
  GoCashBack Customer Support

  Customer response

  03/10/2024

   
  Complaint: 21317674
  
  I am rejecting this response because: I have not been able to cash out. This is still unresolved
  
  Sincerely,
  
  B T

  Business response

  03/18/2024

  Hello,

  
  Thank you for reaching back here and not with our email conversation.

  
  We've promptly addressed your recent email and are pleased to inform you that the issue with your account has been successfully resolved. As part of our security protocol, we assisted you in verifying your order, ensuring the safety of your account.

  
  Upon reviewing your account status, we can confirm that the matter has been resolved. In our previous correspondence dated March 08, 2024, we notified you that your account has been fully verified, enabling you to proceed with withdrawal requests for your cashback.

  
  Please note that withdrawal requests must be initiated through your account interface, as GCB does not handle or initiate these requests on your behalf.

  
  Furthermore, it's essential to be aware that any changes made to your payment method will trigger our security protocols, necessitating another verification process before the changes can be finalized.

  
  We trust this clarifies the situation for you.

  
  Best regards,

  
  ***

  Customer Support Team GoCashBack

  Customer response

  03/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  B T

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered ******* 5G home service through gocashback.com and per ********************************************************* 5GHOME?BYOD $60.0, there is a cashback of $60.The click was properly tracked, but the cashback is missing. Submitted a missing cashback report on gocashback.com, and it came back as invalid for "Non-Commissionable Order." On their website, it clearly says "5GHOME?BYOD $60.0", and now it's non-commissionable? If the company is not a scam, please ***** the promised $60 cashback.

  Business response

  01/25/2024

  Hi *****, 

  We are sad to hear this from you, we never know you submitted claim for a missing order. In order for us to make better assistance with situation like this is to get in touch with the user and merchant.

  We will resubmit the claim you have submitted for a second review. We just wait for merchant's feedback with the review they have made and they have rejected it maybe with some lacking of information.

  I hope you can extend your patience waiting for the result of the second review.

  Best regards,

  ***

  GoCashBack customer success specialist

  Customer response

  01/27/2024

   
  Complaint: 21183619
  
  I am rejecting this response because:
  

  $60 cashback is still not received.

  Sincerely,
  
  *****************

  Business response

  01/30/2024

  Hi ******, 

  As mentioned from our last response to this complaint of yours, we never had received any email from you concerning about this matter.

  Please send us an email for us to better assist you with this matter, we are trying our best to get you the cashback, all of the data that will be collected in our system are merchant provided.

  We have requested for a second review and awaits for the feedback that they will provide.

  Your cooperation with this request is needed as well.

  We will wait for your email request about this matter.

  Regards,

  Kim 

  GoCashBack customer support

  Customer response

  02/08/2024

   
  Complaint: 21183619
  
  I am rejecting this response because:

  1. I've already opened the case for missing cashback with GoCashBack twice and both were denied before I started this complaint as shown in the screenshots I provided.

  2. After the I opened the complaint, I received an email from *** ************************ asking for some material and I replied with the requested information on 1/30/24. 

  No other updates so far.
  
  Sincerely,
  
  *****************

  Business response

  03/10/2024

  Hi *****,
  
  Thank you for bringing your ticket complaint to our attention once again, and please accept our sincere apologies for any inconvenience caused.
  
  Upon review, our team has provided updates regarding your submitted claim. I encourage you to review your previous emails for this information. However, if you haven't received it, I'm more than happy to provide you with the result of the feedback received from the merchant.
  
  According to the merchant, the order you made and claimed for cashback is non-commissionable. Consequently, it was not added to your account. It's important to note that not all orders qualify for cashback. I recommend revisiting our page to review the eligibility criteria for cashback.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us.
  
  Best regards,
  
  ***
  Maxrebates Customer Support Team
  
  

  Customer response

  03/18/2024

   
  Complaint: 21183619
  
  I am rejecting this response because:

  It's clearly stated on gocashback's website that the transaction (5G HOME) qualifies for the cash back. Now if ********** said it's non-commissionable, then its website has false advertisement.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi - I have tried to use the "contact us" option on gocashback's website 3 times now. I have not received any reply and I don't see any messages on the website "inbox" function. I am desperately trying to find another way to contact customer support.

  Business response

  12/04/2023

  Hi there, 

  I hope you are doing well. 

  I am so sorry to hear your trouble getting someone to assist you with. May I know what was the email address you used to send us email? All of the emails we received are responded accordingly. I also tried to search for your name or the email address you attached along with this complaint and I haven't find anything from here.

  I will wait for your response for me to better assist you with your concern.

  Respectfully yours,

  Tyra

  GoCashBack Customer support

  Customer response

  12/09/2023

  Hi *****

  My username is via_gocashback and the email I used is *******************************

  I could only find the "contact us" form on the website, so I have been using that to send communications.

  Is there a different contact email I should use to contact you rather than the web form on your website under "contact us"?
  

  Business response

  01/02/2024

  Hi there, 

  Thank you fpor letting us know, as per checking this email address right into our system, we never received any email from you nor this was added on our spam folder.

  Can you please send us email with our support email address: **********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a very dishonest company! This is the first of many complaints I will be making against GoCashBack. I was not made aware of any monthly "maintenance fee" when I joined this cashback web site years. When I logged in a few months back I noticed that my earned cashback was suddenly disappearing to these made up fees. I want this money returned to my account!Secondly, I am requesting to receive my cash inside my GoCashBack account. This should be a simple and easy process. My two cashback purchases were made OVER THREE YEARS AGO of course the purchases have been finalized and concluded over three years ago. I no longer have the receipts from multiple years ago for these basic Internet purchases. And at least one of the companies never sent me a receipt. I need to be able to receive my cashout request. It is completely unreasonable for this company to insist that they need receipts from many years ago when they never requested at the time. It is already perfectly clear to any reasonable person that these purchases were finalized years ago.

  Business response

  11/08/2023

  Hi ***** and BBB personnel, 

  We from GoCashBack is only implementing strict security protocol to protect our user's account. Money is involved in this line of business and we make sure that nobody will be able to withdraw cashback but the account owner itself only. 

  We made conversation with you through email instructing you what you can do to comply what is needed for verification purposes. Have you done reaching out the the merchant directly for this order? Have you tried logging in with merchant's website and check your account history page for the orders made online? 

  GoCashBack system also have detected your account as nonactive user, system will automatically deduct maintenance fee if no orders made for 18 consecutive months, this is reversable if you made new orders and system will be able to track new orders in the system.

  We only request for you to comply or show us any proof that you own the account.

  I hope this explains everything, cashback will be given once account is verified by the account owner.

  Best Regards,

  *****

  GoCashBack customer service

  Customer response

  11/09/2023

   
  Complaint: 20843839
  
  I am rejecting this response because:

  This is complete nonsense. You are not providing any protection for users accounts. You are intentionally trying to steal people's earned money.

  I have booked dozens of tickets with ********* Airlines over the years. I need more information about the date of the booking. I can provide the booking email for you. The ****** one is impossible. They said they don't keep records that old.

  This is too much of a burden you are putting on me and I'm sure other users who are simply trying to earned their own money that they earned. I want to have this resolved ASAP.

  Sincerely,
  
  ****************

  Business response

  11/13/2023

  Hi *****, 

  I believe one our colleauges were able to provide you the information you needed to locate this order details for verification, we will wait for your response about this. 

  We really do apologize if this is a husstle with you, as explained we only follow strict policy of verifying accounts to make sure we secure our beloved account user's cashback. 

  What others do if ever they have the same problem as yours where they can't find the order details needed for verification is, they made another purchase, keep the records and once that cashback earned is avaialble that is the information they provide to do verifcation.

  I hope this helps you get an idea of how you can verify the account if you won't be able to provide the order details needed for this order. 

  Best regards,

  *****

  GoCashBack customer success

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Go cashback has not paid me $41.89 in pending cashback. They don't reply to any emails I sent

  Business response

  09/17/2023

  Hi **** and BBB personnel,

  Our team were able to conduct a review and investigation with the account and cashback that you are complaining about, we also found the account associated witht his email address: *********************

  These order of yours that has pending cashback are from a reservation merchant, ******** will be forwarded to us by merchant wil the information of how much cashback earned , the process will take 60 - 90 days waiting period of time to have this cashback converted available and if this sits more than 90 days we can always make a follow up, We never receive any email from you asking assistance with this orders for us to make a follow up request, all emails are saved and stored in the system, Can you provide a picture of emails that you sent to us and no response was made? 

  We will be more than happy to assist you with this if we were able to receive those emails you said you sent to us. Please get in touch with us again by sending email to this email address: **********************

  I hope I was able to explain everything witht his matter.

  Best regards, 

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

  GoCashBack customer support team

   

  Customer response

  09/20/2023

   
  Complaint: 20601391
  
  I am rejecting this response because:

  I have contacted them several times and they have never replied to my messages.
  
  Sincerely,
  
  ***************

  Business response

  09/20/2023

  Hi ****, 

  As mentioned we looked in to our system and we never get any emails from you using this email address associated with your account. Do you have a screenshot of those emails you said that you sent over to us and got no response from our team? 

  Please send us new email and we will try to see if we really got this and not assisted.

  We will wait for your response.

  Best regards,

  *****

  GoCashBack customer service representative

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SCAMMERS!!! I WAS SUPPOSE TO GET 5% ON A $1650 PURCHASE!!! THEY SAID THE TRANSACTION WAS SUCCESSFUL AND IT REGISTERED ON THEIR SITE THEN REFUSED TO PAY ME A CENT!!!!

  Business response

  09/13/2023

   

  Hi *** and BBB personnel,

  We just want to set proper expectation that we assisted and explained how the system works, the order was made and confirmed directly with merchant's website and that makes the reason the order was not tracked or recorded that cashback is available for that order made. 

  We can make an appeal to review order if merchant cooperate with missing orders, a reminder or pop message will appear if the merchant does not do order review for missing orders. This is what you had experience, we are sorry if there is nothing that we can do about this, it is merchant's discretion to set rules and limitations that they can do for us and for the customers.

  I hope you can understand, we did our best and part to help you with this matter.

  Regards,

  Tyron 

  GoCashBack customer support

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I believe Gocashback.com is a SCAM that will not pay cashback to clients who do online shopping through their website.I purchased a few items HOBOBAGS through Gocashback.com, from which I was offered 5% cashback on July 25th (Order No.:20000668585 and *********** ). But Gocashback.com missed my awards. When I tried to file claims by uploading order confirmation, I was informed by a pop-up message: "The merchant does not support retrieving data" and then the process of claiming was terminated. I reached out to them for assistance but never received feedback. Yes, that is it. No cash back and no customer service. They just lured you by advertising a false cashback. Stay away from them to avoid hassle.

  Business response

  08/30/2023

  Hi **** and BBB personnel,

  
  We just want to set proper expectations that we are not doing any scam and our website is legit, cashback is provided to those account who's order are qualified for cashback based on what terms and conditions merchant provided on how to qualify orders for cashback.

  
  We apologize if the order that you have made from HOBOBAGS did not reflect or added in to your account, when you are doing the order, you have routed directly to their website not using our order portal to make this order tracked or added automatically in your account.

  We can make an appeal to review missing orders from the merchant if they accept missing order inquiry but this is only available and can be done with merchants that allow and accept order review. From what you have seen on the pop up message, that the merchant does not accept order inquiry, there is nothing that we can do about it, this is with them and the terms and conditions they provided to us being one of our affiliated stores.

  I just checked our email inboxes and spam folder, we never get any email complaint or asking assistance from you, can you provide to me the email address that you have used to ask help? We never delete nor ignore emails in the system. 

  I hope this explains everything in regards with your missing order and the email you said you sent to us.

  I will wait for your reply or you can send email directly at ********************** letting us know that you are this person who has complains with missing order from HOBOBAGS.

  Respectfully yours,

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

  customer service representative

*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. ↩