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          Pepper

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/13/2025

            Complaint Type:
            Customer Service Issues
            Status:
            Unanswered
            My account with the ********************** rewards app has been deactivated and was been told to contact their support team to get it reactivated. I've sent numerous emails and been calling every single day for the past month, since the second week of December 2024 and have not gotten a single response. I have pending points and gift cards within my account to the value of $6-$8k that I need access to so that I may use those points and gift cards.

          • Initial Complaint

            12/30/2024

            Complaint Type:
            Delivery Issues
            Status:
            Unanswered
            I can't log in to my account, I dialed the phone number to contact customer service but it's been on hold. I have not received any follow up. I still have over $50 in rewards in my account.

          • Initial Complaint

            12/28/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On December 12, I purchased a gift card through Pepper Rewards app (formerly Moocho) for $500.00 to *******. When I entered the gift card number and pin on *******'s website it said there was a balance of $0.00. The gift card would never go through. I kept getting an error message. However, the charge to Pepper of $500 went through in my bank account. After this happened I tried to contact Pepper through their phone number ************. It gives you options to leave a callback number, or leave a voicemail and I have done both multiple times and no one has ever called back. The hold time says approximately 4 minutes every time I call but no one ever answers, after being on hold for 5 minutes it says on one is available and asks me to leave a message. I've also sent several emails to ********************************* with no response. I went on to their ******** page and noticed other people have been complaining with the same issue. If you make a comment they just send out a generic "we will get back to as soon as someone is available" message. I've been waiting two weeks now. In these *************** I cannot afford to be out $500. That money was to be spent for groceries for my family and my in-laws. I went to ****** today an typed in pepper rewards customer service. It gave me an AI overview response to a different email to contact, *************************************** and said a response will come from ***************************** An automated email from that email came back to me and attached a ticket number and said someone will be in contact within 24 business hours. That is where I am at now. I don't know if it is legit or not.

          • Initial Complaint

            12/19/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Subject: Request for Assistance with Locked Account and Access to Purchased Gift Cards Dear BBB Representative,From October 2024 to November 2024, I used the ***** app with the following credentials:Email: *********************** First Name: Shunxiang Last Name: Xia Cellphone: ************ During this time, I purchased approximately $5,000 worth of gift cards from *****, ******, and **** Club through the platform. Unfortunately, one day my account was deactivated and locked without prior notice, and I was instructed to contact the company to unlock it.I have made over 20 attempts to resolve this issue by calling their customer service number, ************, and emailing their support team at ***************** However, I have not received any response, nor has anyone picked up my calls.All the information related to the gift cards is stored within the locked account on the app. Without access, I am unable to retrieve the details or use the gift cards I purchased.I am seeking your assistance in contacting ***** to help me reset my account password and regain access to the app. Your intervention would be greatly appreciated to resolve this matter.Thank you for your time and support.

          • Initial Complaint

            11/20/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I made a purchase of $56 a doordash gift card from ************************** app but after making the payment gift card never loaded on their app. Always it shows some error and as a result not able to use the purchased gift ******** when I tried to reach them on their helpline ************ nobody picked the call and always went to voicemail. Also tried to reach them on their email id which is ********************************* but didn't received any response which is more than a week now. My experience with them is pathetic. I would like to get my refund and would never like to use them in future and will not recommend them .

          • Initial Complaint

            10/18/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Around July-August 2024 I have purchased or used points for the six gift cards listed below from Pepper for **********. They have been locked out by ************* due to suspected fraud. I need these cards unlocked as soon as possible. I have already sent an email to them but did not get any response. I tried contacting them through phone and I was told to email them the screenshots of the gift cards which I did right away, I even asked how long should I get a response from them and they told me 72hrs is enough. 72hrs have passed and I did not get any response from them so I did call them again, I was told that the department is busy as of the moment and they will call me instead but up until now they have not called yet. They even confirmed my phone number and its correct. These gift cards were used to purchase supplies for my business, and I dont understand why they were locked. Weve been doing this for months without any issues, but all six cards are now locked.

          • Initial Complaint

            08/23/2024

            Complaint Type:
            Product Issues
            Status:
            Answered
            This business is a cash back app called ************************** or just Pepper, which is what the app is called. It's previous name was **********. You provide them with your debit card number and they have a large list of businesses that you can choose from to make a purchase. When you have your total amount of the purchase, you purchase a gift card for that amount from the Pepper app and you accumulate points from that gift card purchase which you can use at any of the businesses they support. They requested a password change which I tried to do 7 times so I called them 5 times with no answer and I left 4 call back messages and I also emailed them with no response. I want to close out my account since there is obviously NO customer service but can't even do that because I can't get into my account. They have my debit card number on file and I'm NOT at all comfortable with that since I can't have any contact with them.

            Business response

            09/07/2024

            Hi BBB Team, 

            Thank you for taking the time to follow up on ****' issue. 

            Before receiving this complaint, we had already spoken to and resolved ****' issue with logging into the app.

            We are disappointed that we could not connect with **** initially when she reached out about the login issue. 

            The error **** experienced lasted for 15 minutes and was then resolved by our engineering team. During this time, we experienced an abnormal ***** in support requests.

            We notified all our customers impacted by this via in-app notifications and email.

            **** has chosen to keep her account open and has made multiple purchases using our app since she was able to re-access her account.  

            Regarding ****** concern about her debit card number being on file in an app, we are entirely PCI compliant and never store payment card numbers. 

            Our customers' payment information is encrypted and tokenized from the moment it is entered into the app.

            Please don't hesitate to let us know if you have any questions or concerns we can help with. 

            Moocho/Pepper Support Team

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          BBB Rating & Accreditation

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          Contact Information

          1815 Purdy Ave

          Miami Beach, FL 33139

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          Customer Complaints Summary

          8 total complaints in the last 3 years.

          8 complaints closed in the last 12 months.

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