Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received this email on 11/25 for a reward card. When I went to activate it within 3 weeks it was expired. This is the first I received an email although the company claims it was previously sent and viewed. Ive double checked my email and that is not correct. It seems like a scam. I would like them to reissue the gift card.

  Business response

  01/21/2025

  Hi *****,

  We sent your reward on on 10/8.  You viewed it on 10/10 and did not activate it.

  We re-sent it on 10/16 and and 11/13.  You viewed it on 11/24 and did not activate it.

  If we send it again from ****************************** will you activate it this time?

  Please let us know.

  *** *******

  Elite Rewards

   

• Initial Complaint

  11/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/6/24 I ordered from garner white furniture and I. Were supposedly receive two master cards one for $50 ,$75 and I have not receive nothing as of yet,I'm getting in touch with the Michigan state ***** general office and the FL state atty general office to see why garner white furniture scamming people

  Business response

  11/13/2024

  Hi ******,

  Please allow 1-3 weeks after order completion for your reward codes to be sent.

  This is done in case of returns.

  Thank you for your patience.

  *** *******

  Elite Rewards

   

  Customer response

  11/13/2024

   
  Complaint: 22550212
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Durrelk

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting this complaint regarding the Elite Rewards program offered by ********************** in 2022. My husband and I made a large purchase (thousands of dollars) at the Ashley ********* store in *********, ** on the understanding that we would receive six (6) $100 Mastercard gift cards to use at our discretion.After a lengthy and complicated process, the rewards funds were made available on prepaid cards serviced by Blackhawk Network. We opted to retain the balance digitally to use during a future Ashley ********* sale (Nov 2023). However, after six months the funds expired without notice. I have since learned the rewards only remain valid for six months, but this was never communicated to us.I have contacted both ********************** and Elite Rewards to request the expired funds be reloaded so we can use them as intended. So far, I have not received a satisfactory resolution.My key concerns are:The short 6-month validity period for reward funds was not clearly disclosed.The process to claim and use rewards was ****** complex for consumers.Poor communication from ********************** and Elite Rewards regarding the rewards program.I am requesting assistance from the BBB to engage with ********************** and Elite Rewards to find an equitable resolution, such as reloading our expired funds so we can use them as promised. Simplification and better disclosure of terms for future rewards programs could also prevent other consumers from encountering these issues.I've left multiple voicemails for ****** (manager at Elite Rewards) and have not received a call back at the moment.

  Business response

  12/05/2023

  Hi ******,

  Our users are made aware of the funds expiration date during the activation process.

  For privacy reasons Elite Rewards does not have access to the reward history.  We are unable to replace unused funds.

  Thank you for your understanding.

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

  Elite Rewards

  Customer response

  12/07/2023

   
  Complaint: 20902094
  
  I am rejecting this response because:

  The communication received from Elite Rewards with the redemption codes did not state any expiration dates.  Please see attached original email with the redemption codes.  (There's 6 total emails I received from Elite Rewards, but was only able to attach 5).  The redemption process itself was very complex from a consumer perspective.  The process was not consumer friendly whatsoever.  I've been to ********************** in *********, ** where I made my purchase and qualified for the rewards.  Store manager states Elite Rewards would be the ones to reload cards as they paid them out for the program and are no longer doing business with them because of the complexities this program caused.  I continue to seek an amicable resolution where Elite Rewards reinstates my funds.  I appreciate BBB engaging and finding a solution.  
  
  Sincerely,
  
  *************************

  Customer response

  12/11/2023

   
  Complaint: 20902094
  
  I am rejecting this response because:

  
  
  I truly appreciate your efforts and attention to my complaint against Elite Rewards.  Attached is additional communication I've had with Elite Rewards.  It's been very exhausting trying to find resolution from them.  The level of service has been very poorly conducted.  Anything you can do on my behalf will be greatly appreciated.  If you need further information or have any questions please don't hesitate to contact me.  
  
  Very grateful, 
  
  *************************
  ************
  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This review is meant to warn others about the unscrupulous sales practices at ***************************** Furniture. When we wanted to purchase a sofa, chair, and three pillows on 8/31, we were told that we could finance the purchase with 0% interest as a SOFT pull on our credit and receive a $200 gift card in two weeks. Its been an entire month, and we still havent received the $200 gift card. After speaking with the showroom manager, we were instructed to call Elite Rewards to get our gift card. After calling, we found out they cant process the reward until a request is received from City Furniture. More run around.Now, the manager at City Furniture insist that he submitted a request for the gift card to be sent. Elite Rewards keeps saying they never received it. These two companies are completely incompetent and unable to communicate with each other or the customer. After sharing our frustration with City Furniture on social media, my wife and I discovered that we have friends and family who also never received the gift card that they were promised, but didnt pursue it any further. This trend appears to be a money-making scam to get unknowing customers to sign up for a financing offer without the intention of ever distributing the reward.In the future, I intend to avoid any company connected to Elite Rewards, as they appear to be nothing more than a scam. They are simply incompetent.

  Business response

  10/09/2023

  Hi ******,

  City Furniture requested your rewards today and we sent those.

  I just check back to see that you successfully registered those.

  Please let me know if you need any additional assistance.

  Thank you,

  *******************;

  Elite Rewards

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 2022 my husband and I spent over $9,000 dollars for a new living room set from ******'s. We were told about a promotional rebate in which we would receive $700 in a mastercard giftcard but never received anything. I was able to reach the elite rewards customer service over the phone in August of last year and they told me to wait at least 90 days from date purchased and to try back if I didn't receive anything. I tried contacting again them through ******'s customer service and they were not able to get me a phone number and acted like they didn't know what I was talking about. They just would tell me someone from the store would call me back. I even sent a email to them and contacted them through their virtual assistant. I have screen shots of those conversations. I was finally able to get a phone number and email address for Elite Rewards and was told that I was sent a email last year with vouchers but they would have expired 6 months after issuing them and are unable to reinstate them. I never received a email unless it went to spam and I deleted it. I think both ******'s and Elite Rewards need a better system for customer's to claim these promotional **********************. This has been a big headache and waste of time.

  Business response

  08/28/2023

  Hi *******,
  We did find that ****** had your reward codes sent in August of 2022.  The rewards are time sensitive and did expire in March.

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

  Elite Rewards

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Still haven't received my REBATE

  Business response

  07/14/2023

  Hi *** *****,

  We will resend the reward to this email.

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

  The sender is ******************************

  Thank you

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

  Elite Rewards

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a sectional from American Factory Direct. As a reward, I was suppose to receive a stove with my purchase through Elite Rewards. I was emailed a certificate. I followed all instructions to redeem the certificate. After several weeks, I reached out to the company and received a response that the stove would ship in 7 business days and that I would receive tracking. I never received either. I have since followed up twice with no response.

  Business response

  07/10/2023

  Hi ********,

  Our apologies we did not complete this order for you.  It will be completed this week and we will forward the tracking number when that is available.

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

  Elite Rewards

  Customer response

  07/17/2023

   
  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. The stove was shipped after the complaint was filed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On April 30, 2022, we purchased over $5847 of furniture from the *************************** store in Tukwilla, **. Purchasing with a financing, we were supposed to receive Elite rewards in a form of a credit/gift card. We waited the proper time of a few months after delivery and now its been close to a year and have yet to receive our rewards. We even paid our account completely off and we have not received any gift card. Ive called the Ashley **** store several times. At first they refered me to Elite Rewards page, to post request, which I have done several times. Upon reaching out to Elite rewards they said to reach out to store manager. Upon reaching out to the store manager, she keeps stalling us that you will receive it in 1 week, from past 2 months and we have never received anything. Even after several calls, store visits and emails with Elite and ****** ****store manager, they keep saying it will be processed soon but never happens. If ****** ****store is pushing for customers to spend more money to receive elite rewards then we should receive our rewards also. This company is making sales with incorrect information to the customers, and we will never shop at their store again.

  Business response

  04/18/2023

  Hello Abhishek,

  I can try to help you if you can send a PDF copy of your invoice.  Elite Rewards has not received any direction from ****** to send rewards to you.

  Thank you

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

  Elite Rewards

  Customer response

  04/18/2023

   
  Complaint: 19948145
  
  I am rejecting this response because:
  
  I have reviewed the response made by the Elite in reference to complaint ID ********. They want the copy of my invoice. I have attached that.
  I have also attached several conversations contacting Elite and ****** Home store for these reward request. Both of them have been passing it on each other and no one has provided ** any rewards back from the past 1 year.
  
  Sincerely,
  *********************************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased over $2,000 of furniture from ***** Mattress in ******************* back in September of 2022. I was promised two debit cards containing $100 on each. I received one of these cards, but never received the second. Upon emailing back and forth and calling in the support center, I was mailed a new replacement card, but this card still never arrived. I went back and forth another 3-4 times but still never receiving the physical card as requested. I finally gave Elite Rewards a new address to send the physical card, which I then received in February of 2023. About one month later from receiving the card in the mail, I attempted to activate the card and use the funds. I then discovered that this card had expired in March of 2023, only one month after I had finally received the card. After calling in Elite Rewards to discuss the situation and express my frustrations, I was told that while I only had one month to activate and use the card in full, I was not eligible for a replacement due to the terms and conditions. I found this response to be extremely unfair as I had been patient for 6 months waiting for the card. Id like a replacement sent to me. Most recent case number is CS10093792.

  Business response

  04/12/2023

  Hi ***, We can send a ****** reward to your email this week.  The sender will be ******************************.  Once you see this email you may use the funds online or select a plastic card to be mailed.

  Thank you

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

  Elite Rewards

  Customer response

  04/13/2023

   
  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,
  
  *******************

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a adjustable bed and mattress from Ashley ********* in ********** ** for over $3,500. I was informed at time of paying that I would receive a $100 gift card for my purchase. .After my delivery I asked when and how I would receive the gift card and told that I would receive a email from either ********************************************** or **************************** and I was to follow the directions. I received my email in which I claimed my gift card to find out its a virtual card, if you want a real card then you have to request one by jumping through additional hoops. I claimed my virtual card for $100 and was going to use it to go towards my furniture purchase in which I had financed $2,000. When my card didn't work I just paid off ***** Fargo and went to use my card to pay my Spectrum bill as I can split the bill by using two different payment methods and stating how much towards each. Again, my card didn't work so I call the customer service at ************** and also 1-866-ELITE21 and told I could not use my card to pay any bills or utilities. I could only use to it buy something. I asked why did it matter if I buy something or pay a bill its a gift card so I should use how I want. I was told no. Then they stated that when I buy something says its $105 my card will be declined as I can only spend $100. I stated this is a virtual card so it's hard to buy something online for the exact amount of $100. That I can try to spend down online but to get exact is almost impossible. They said I could request a card to spend in the store but again I said to buy something to get to exact $100 was almost impossible if I cant use my card for the first $100 and a second method for the remaining balance. I told them in a couple months they take back what I didn't use and this was a way to ensure they got money back. I stated this was unfair to force people to buy something instead of using card how they want.

  Business response

  04/12/2023

  Hi *******,

  Did you contact the bank to request they change the card to plastic for you?  Once you have that you can use the card for daily purchases.

  Please let us know

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

  Elite Rewards

  Customer response

  04/13/2023

   
  Complaint: 19925350
  
  I am rejecting this response because:

  Even If I get a card which takes several steps to make it as difficult as possible, the card can only still be used to go to a store to make a purchase. You cant go over the amount then use a second method of payment for the additional amount. So again, you cant fully spend down the money. There is no reason why a person cant use the gift card to pay a bill or buy something, As long as the purchase is legal it should not matter. 
  
  Sincerely,
  
  ***************************

*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. ↩