johnc5208

John C.

Contributor Level

Total Points
82

1 Review by John

8/26/20

I have been a member of this site for over 8 years and used it regularly but the way their customer services have handled a recent claim amounting to the grand sum of £2.69 is embarrassing and insulting. I have waited almost a year and still no response from the "network" and instead of just making an offer of £2.69 and letting us all move on with life... no... respond with waffle and then offer £1.35 as a gesture of goodwill. LOL. What a joke. I'm sure the customer rep will be "high fiving" her team mates as she's saved the company just over a pound. As my membership is obviously valued at less than £1.35, I'll be having a look at Quidco from now on. Shame... and quite shortsighted from a business perspective.

matthewj279
Matt T. – TopCashBack.co.uk Rep

Hi John,

Thanks for your review and I am disappointed to hear about your experience. When a claim is declined it does mean we're not going to get any cashback from the retailer to then pass on to you. This means we could have explained this to you and passed on no money at all. Instead, our decided to offer you half.

While we always want to help our members as much as we can we do have to be careful when analysing if we can offer anything at all to support you when we're deemed as not eligible for the cashback. We have to bear in mind other members who may be in the same boat, your experience and indeed the future of our company as if we just kept on paying out money we weren't getting that isn't something that is sustainable.

I get these decisions will always be controversial, some will say we shouldn't give anything if we're not paid, others should say we should pay out money. It's a careful judgement we need to make but what we will always do is support you and other members to ensure we equip you with the information to reduce the chance of getting declined cashback.

Best wishes,
Matt

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