ComplaintsforCatalina Marketing Corporation

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have unsuccessfully attempted to contact Catalina regarding a coupon support request made on August 10, 2024, for a coupon that did not print at my local Walgreens.I expected to receive a Register Rewards coupon for $2 off a future purchase by buying 2 participating ********* products on August 9, 2024, as described in ********* weekly advertisement and labeled on shelf tags at my local store. After I did not receive the coupon at the store, I submitted a Personalized Printed Coupon Support form, accompanied by my store receipt and snapshots of the advertisement and in-store shelf tag, via Catalinas website.Catalina answered by e-mail on August 10 by stating that my request had been assigned to the Service Desk Team. On August 19, I inquired about the status of my request, but have not received a reply.I have attached images of my submission to Catalina and a copy of the e-mail messages described above. Please note that the in-store shelf tag contains a UPC code matching that listed on my receipt and clearly shows the product qualifies for the Register Rewards offer. I request BBBs assistance in getting a response from Catalina Marketing and obtaining the $2 Register Rewards coupon.

  Business response

  09/24/2024

  Catalina Consumer Support appreciates the opportunity to respond to the complaint filed by the consumer regarding the non-receipt of their mailed fulfillment. At Catalina Consumer Support, we take consumer concerns seriously, and we have conducted a thorough investigation into this matter.
  
  Catalina Consumer Support can confirm that the consumer's fulfillment was indeed mailed out (Per Ticket 04821190) and sent to the address provided by the consumer. In order to best serve all consumer fulfillment request, once a fulfillment request is processed, Catalina Consumer Support closes the ticket and no longer receives notifications of inbound emails associated with that fulfillment request.

  This is captured in a simplified breakdown of our fulfillment process: 
  Consumer Submits a printed coupon fulfillment request (must have all required fields filled out and attach a clear image of a receipt)
  The transaction is researched and confirmed
  Consumers address is processed as provided by the consumer on the web request form
  Fulfillment is processed
  Fulfillment is printed
  Fulfillment letter is printed
  Ticket is closed
  Postage is paid
  Fulfillment is provided to the US Post Office for delivery to the consumer at the address provided.
  
  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery, loss/ damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  To provide clarity, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process. The support.catalina.com website has this available directly at the top of the web request form for all printed coupon requests. 
  
  Catalina Consumer Support strives to treat all consumers equally by adhering to the fulfillment policy/ FAQ. Therefore, we are unable to reprocess the fulfillment as no error was made prior to its dispatch. Catalina Consumer Support extends an invitation to the consumer to submit fulfillment requests for new transactions in the future if fulfillment is needed again.
  

  Customer response

  10/02/2024

   
  Complaint: 22307408
  
  I am rejecting this response because I am seeking clarification for the following:

  I made 2 requests at about the same time for coupons that did not print at my local Walgreens:
  
  * $5 for purchasing 4 Charmin products (#(Ref:IN:04821188))
  * $2 for purchasing 2 Palmolive products (#(Ref:IN:04821190))
  
  I received a message on 8-14-24 at 11:56 PM PDT that Ticket 04821188 had been closed, and I indeed received the associated coupon on 8-20-24.
  
  I did not receive such a closure message for Ticket 04821190, which is why I sent a follow-up message to Catalina on 8-19-24, as documented in my submission to BBB.  Catalina’s response stated that the coupon associated with Ticket 04821190 had been mailed out and the ticket was closed.  As of 10-1-24, I had not received the coupon. However, I did receive a closure message for Ticket 04821190 at 11:58 PM on 10-1-24, 7 days after Catalina’s response.
  
  In light of the above, I would like a response from Catalina to the following:
  
  * Was the $2 coupon intended to be sent in the same envelope as the $5 coupon, and somehow was not enclosed?
  
  * Does the recent closure message for Ticket 04821190 indicate that the $2 coupon has just been sent out?
  
  
  Sincerely,
  
  Cyril Mehta

  Business response

  10/04/2024

  Catalina Consumer Support thanks the consumer for the clarification request and apologizes for any confusion caused by our initial response.
  
  Regarding tickets 04821190 and 04821188, both were received on the same day. However, for ticket 04821190, the promotion had already ended by the time the fulfillment webform request was received, preventing printing fulfillment for that specific promotion. To address this, Catalina Consumer Support placed the request on hold while we anticipated a similar promotion becoming available as a substitute. Unfortunately, that was delayed.
  
  Catalina Consumer Support has since identified the Colgate Ajax and Palmolive Buy 2, Get $3 promotion, which began on 09/29/2024. This is why ticket 04821190 wasn’t submitted for fulfillment until 10/01/2024 and is currently being processed.
  
  Catalina Consumer Support is pleased that the consumer has already received one of the fulfillments and hopes the consumer is happy to learn that she will receive a $3 reward instead of a $2 reward due to the substituted promotion that is being used.
  
  Sincerely,
  Catalina Consumer Support

  Customer response

  10/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by Catalina in reference to complaint ID 22307408.  I received the Register Rewards coupon on 10-10-24 and successfully redeemed it. This resolution is satisfactory to me.

  
  Sincerely,
  
  Cyril Mehta

• Initial Complaint

  06/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi ,today I received two Catalinas of $10.00 each one with the expiring day, I didnt have a least one day to redeem .can you help Thank you.

  Business response

  07/03/2024

  Catalina Consumer Support has thoroughly investigated the matter and found the following.
  
  The consumer completed an online marketing form that is not linked to the Catalina Consumer Support team,which initially delayed Catalina Consumer Support's response as our staff worked to identify the appropriate department to handle the request. However,Catalina Consumer Support did eventually receive the consumer's message and promptly responded via email on the same day (Friday, 6/28/24). Catalina Consumer Support took the necessary time to thoroughly review and research the request, and subsequently provided the following response to the consumer (per ticket #********):
  
  While Catalina Consumer Support sympathizes with the situation, Catalina Consumer Support has researched and verified that sufficient time was allotted for mailing, and it is beyond Catalina Consumer Supports control how long it takes for the post office to deliver and/or for the consumer to acknowledge delivery of the fulfillment. As per Catalina consumer fulfillment policy and FAQ (please see below), we are unable to process re-fulfillment for this request. Should fulfillment be needed in the future for a different transaction, Catalina Consumer Support will continue to do our best to assist with any valid request.
  
  Catalina Fulfillment Policy/ FAQ:
  How long will it take to get my replacement coupon?
  Catalina cannot guarantee delivery by offer deadlines/expiration dates.
  
  If the consumer has any additional questions related to this or would like to know how to contact Catalina Consumer Support for future fulfillment requests (if needed), please direct them to see the Catalina Fulfillment website: *******************************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 16, 2024, I purchased Nexus and **** Moisture Conditioners costing in excess of $30 and was supposed to receive a rebate /coupon in the amount of $10 at checkout. Catalinas printing machine was not working, and thus, I did not receive the $10 coupon. I immediately followed the instructions on Catalinas website for remedying their failure to perform (after I accepted the offer by purchasing the required products). I got a response email. I was then told that I should receive the coupon via US mail within 10 business days. I still have not received anything from them. They have told me on several occasions to just wait a little longer. On April 10, I received an email saying that the ********************** would be sending a replacement coupon within 2 business days, and that, once mailed, I should receive it within 10 business days. I have called since, and was just informed via email that my request for the $10 coupon I was supposed to receive on March 16 has been denied because they do not have a mechanism to verify usage status of fulfillments once they have been dispatched. They never sent me the coupon in the first place and I would think that if they had and I had used it, they would know!

  Business response

  06/03/2024

  Catalina Consumer Support appreciates the opportunity to respond to the complaint filed by the consumer regarding the non-receipt of their mailed fulfillment. At Catalina Consumer Support, we take consumer concerns seriously, and we have conducted a thorough investigation into this matter.
  
  Catalina Consumer Support can confirm that the consumer's fulfillment was indeed mailed out on 3/21/24, as requested in Ticket ********, and sent to the address provided by the consumer.
  
  Since the initial request,Catalina Consumer Support observed additional communication from the consumer,resulting in 4 additional tickets related to this transaction. Each inquiry required our team's time and resources to investigate thoroughly. Despite our efforts, our findings remain consistent:
  
  The transaction was confirmed
  Consumers address was processed as provided by the consumer:
  Fulfillment was processed
  Fulfillment was printed
  Fulfillment letter was printed
  Postage was paid
  Fulfillment was provided to the US *********** for delivery to the consumer at the address provided.
  
  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery,loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process:
  
  Catalina Consumer Fulfillment Policy:
  *****************************************************************
  
  Catalina Consumer Fulfillment FAQ:
  ***********************************************************
  
  Catalina Consumer Support strives to treat all consumers equally by adhering to the fulfillment policy/FAQ. Therefore, we are unable to reprocess the fulfillment as no error was made during the fulfillment process. Catalina Consumer Support extends an invitation to the consumer to submit fulfillment requests for new transactions in the future if fulfillment is needed again.
  
  If further details or actions are necessary, please do not hesitate to contact us.

  Customer response

  06/06/2024

   
  Complaint: 21710957
  
  I am rejecting this response because: the company did not mail me the $10 they owe to me, either initially (in March of 2024) or after they promised me (on April 5) that they would send the $10 they were supposed to send in March. See attached email from April 5.
  
  Sincerely,
  
  ******************

  Business response

  06/06/2024

  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery, loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process.
  
  Catalina Consumer Fulfillment Policy: *****************************************************************

  Catalina Consumer Fulfillment FAQ: ***********************************************************

  Business response

  06/06/2024

  Catalina Consumer Support understands the frustration that arises from not receiving expected mail, and we sympathize with the consumer's situation. However, factors such as incomplete or inaccurate addresses, issues with the postal service delivery, loss / damage in transit, (etc.) are beyond Catalina Consumer Support's control.
  
  For additional information related to our fulfillment policies and procedures, we encourage all consumers to review our Consumer Fulfillment Policy and FAQ to understand the expectations for the fulfillment process.
  
  Catalina Consumer Fulfillment Policy: *****************************************************************

  Catalina Consumer Fulfillment FAQ: ***********************************************************

  Customer response

  06/06/2024

   
  Complaint: 21710957
  
  I am rejecting this response because:
  
  Sincerely,
  
  K ********

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/03/2024 Hola buenas tardes, el dia ****** hice una transaccin en la tienda de ********** donde decia que si gastaba 20 dolares me darian una catalina de 5 de p&g Hice mi compra y no me dieron mi catalina

  Business response

  03/08/2024

  Catalina Consumer Support is responding to the BBB complaint regarding a consumer complaint that they did not receive their coupon(s). The consumer has submitted fulfillment requests recently in March to the Catalina Consumer Support website, currently having three tickets pending processing for fulfillment (********, ********, 04477347).
  
  Due to the limited information provided in this complaint,Catalina Consumer Support is unable to determine if the consumer is complaining about a retailer store customer experience or if they are under the impression that Catalina Consumer Support is not working on the fulfillment requests that they submitted via the Catalina Consumer Fulfillment website.
  
  We kindly request that the consumer reach out to the store if the issue is related to a retailer store customer experience. If the complaint is associated with a Catalina Consumer Fulfillment request, we ask the consumer to clarify the BBB complaint and advise if they received an email or communication regarding a fulfillment denial. Additionally, providing receipts for the fulfillment requests would assist us in further research if/why a denial was advised.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in December I went to ********* and was supposed to get a $5 register reward that didn't print. I contacted Catalina and they took over 2 weeks to respond and when they did the coupon they sent had already expired by the time it arrived. I messaged them about this and they claimed "due to limited promotion dates, we can't reissue or replace expired coupons", however at the time the promo for this coupon hadn't even expired yet. It is unfair that the system is faulty in printing out coupons then they send coupons that are expired. They are not fulfilling their promised promotions. I responded requesting that they do so and nobody bothered responding, so now I'm filing this complaint.

  Business response

  02/28/2024

  Catalina Consumer Support is writing in response to the consumer complaint filed against us regarding the expiration of a fulfillment coupon.
  
  Consumer Fulfillment Request Ticket# ********: We received the consumer's request on 11/19/23, processed and mailed the $5.00 manufacturer fulfillment coupon, which was valid for 7 days from the print date as per the manufacturer's set guidelines. The coupon was printed and placed in the mail on 11/27, it was picked up by the mail carrier that day, allowing sufficient time for delivery before the expiration date of 12/4.
  
  (***Important Note: Catalina Consumer Support is unable to alter the expiration dates of printed coupons for fulfillment. The duration of the expiration date is determined by specific guidelines for each promotion and is not based on the length of time the promotion is active.)
  
  Consumer Complaint Ticket# ********: Catalina Consumer Support understands the consumer's concern regarding the expired coupon advised to have been received on 12/6/23. However, regarding the consumer's request to mail a new fulfillment to a different address, our policy states that we cannot guarantee delivery by offer deadlines or expiration dates. We regret any inconvenience this may have caused and encourage the consumer to refer to our website for further information on our policies and frequently asked questions,available at ********************************************************************************.

  
  While Catalina consumer support always strives for excellence and do our best to support consumer's fulfillment requests, Catalina Consumer Support is unable to reissue or replace expired coupons and cannot control delays in mail or coupon use. The Catalina Consumer Support FAQ &Policy guidelines for fulfillment are provided so that expectations are clear.We empathize with the consumer's situation and hope the consumer will continue to reach out to Catalina Consumer Support for future fulfillment needs.
  
  If the consumer has any further questions on our policies,they are welcome to view this at our website: **************************************************************** or they can view the Consumer FAQ at: ********************************************************************************.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  
  Catalina Consumer Support

  Customer response

  03/01/2024

   
  Complaint: 21343470
  
  I am rejecting this response because:
  Its a scam to have a promotion then when the promotion doesnt work mail the consumer an expired coupon and not take responsibility. I will file a complaint with the Federal Trade Commission. 
  Sincerely,
  
  ******************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Incident ******** $4 Register Reward From *************** Receipt Rfn 0089-1714-4550-2401-1703, I Enclose Photos From Consumers Reporting That Register Rewards Are Back On Online Orders If You Can Treat Everyone Equally That's Discrimination I hope You Consider Your Decision Thank You $4 Register Reward

  Business response

  01/26/2024

  Catalina appreciates the opportunity to address the BBB complaint filed by the consumer regarding non-receipt of register rewards during recent online ********* transactions. Catalina Consumer Support takes customer concerns seriously, and we have thoroughly investigated the matter.
  
  Upon receipt of the BBB complaint, we conducted a detailed review, including verifying detail posted on ********* website and escalation to determine if there had been any changes. We were told the same detail that was posted on the ********* website and that is that the Register Rewards (Also referred to as Savings and In Store Rewards) are only given for in store purchases. Below is part of what is shown on the ********* website, outlining that Register Rewards are only printed for qualified transactions made in store.
  
  Coupon Policy Help (walgreens.com)

  Earning Register Rewards/Savings Rewards
  Catalina offers that are printed in store are rewards earned for in store transactions only. They are not offered for same day delivery, curbside pickup, in store pickup, ship to home or ship to store orders. At select times, online customers will have the option to select online only rewards offers (if qualified) and will be applicable to same day delivery, curbside or instore Pickup, ship to home or ship to store orders.
  
  It is important to note that Catalina only prints coupons according to retailer and manufacturer specifications. Catalina does not discriminate, as the system only looks for promotion requirements to be met for the coupons to print.
  Catalina Consumer Support values our customers and is committed to providing exceptional service. If the BBB or the consumer requires any further information or assistance, please do not hesitate to contact us directly. We are here to help resolve any concerns and ensure a positive customer experience.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase of 2 Crest toothpaste items (one was $3.99 and the other $7) that were on promotion for buy 2, get a $5 Register reward. I also purchased 2 **** dish soaps in the same transaction that were on promo for buy 2, get $1 RR. I DID receive the $1 for that promotion, but I was NOT handed the $5 one. The employee that was working checkout seemed eager to cover my remaining balance after inserting my card, (under 10) and mentioned that she loved using coupons as well. I do not want to put blame on the employee, but I feel as though Catalina did not investigate this as deeply as they could. I would not lie about $5. They didnt seem like they even wanted to find out if anything sketchy was going on. Why do I as the consumer have to go without? Although their system shows it printed both, I received the $1 without the $5. If I return these items I lose my ********* cash that I earned for completing a booster (spend $20, get $5 WC). I am very unhappy with the service I have been provided from Catalina, as this purchase happened on the 8th of January, and it is now the 16th. I had to call them to even get information about the open incident. The customer service reps just kept telling me to open new claims, and it has gotten me nowhere. This experience makes me not want to shop here anymore.

  Business response

  01/23/2024

  We appreciate the opportunity to address the BBB complaint filed by the consumer regarding the non-receipt of $5 register rewards during a recent transaction with one of our retail partners. Catalina Consumer Support takes customer concerns seriously, and we have thoroughly investigated the matter.
  
  Upon receipt of the BBB complaint, we conducted a detailed review, including verifying the consumer's eligibility for the $5 register reward based on the purchases made. Our investigation confirmed that the Crest $5 register reward did trigger during the transaction, along with an additional $1 register reward as the consumer stated.
  
  We also sent a test print to the printer on the specific lane associated with the transaction ID. The store staff confirmed that the prints were clear, readable, and printed on the correct lane. This process ensures that the printing mechanism was functioning correctly during the transaction.
  
  Regarding the consumer's submitted tickets, all three tickets related to this transaction were reviewed. Catalina Consumer Support had initially notified the consumer that the $5 register reward print had triggered, and fulfillment could not be provided. We stand by this determination based on our thorough investigation.
  
  Additionally, we made attempts to contact the consumer at the number provided, but we were only able to speak with her partner. Despite her partner providing her personal number *************), our calls went unanswered, and there was no voicemail recording from the consumer. We did,however, gain agreement from the partner to inform the consumer of our findings.
  
  It is important to note that Catalina Consumer Support cannot intervene in store-specific retailer issues between consumers and store personnel. Our role is to facilitate and verify the printing of register rewards based on the transaction details. In this case, our investigation has confirmed a successful print of the $5 register rewards, and we believe that the resolution of this matter lies at the store level with the retailer.
  
  Catalina Consumer Support values our customers and is committed to providing exceptional service. If the BBB or the consumer requires any further information or assistance, please do not hesitate to contact us directly. We are here to help resolve any concerns and ensure a positive customer experience.
  
  Thank you for your attention to this matter.

  Customer response

  01/24/2024

   
  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,
  
  *************************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 3rd, 2023 I submitted 3 ticket requests for a $5 Catalina register reward promotion that I was supposed to receive for purchasing 2 Lysol products that were tagged in store at my local Walgeens. I purchased a total of 6 items in increments of 2. As a requirement I submitted all evidence of the promotion and the proof of purchases that included photo images of the tagged promotion that was currently running in store til Dec 9th.On December 4th, 2023 *********** responded and said that they are currently researching my requested coupons and requested additional information clarifying the promotion which was already provided from the initial ticket request. Catalina then went as far to say that often stores tag advertise promotions prior to them being active, which is false. On December 5th, I rebutted and explained that stores don't advertise a sale IN STORE prior to them being active. For visual reference, ********* puts sales tags directly in front of sale items so that customers are aware of the current promotions. I also provided the information they requested a second time in the email thread. Unfortunately, the company has chosen to ignore me by not responding after communicating my concerns. On December 11,2023 I responded to the email thread again asking why I havent received a response to my problem and today December 28th,2023, I still have not heard a response.It is my perception that the Catalina Marketing Company is participating in false advertisement. I only purchased the products contingent that I receive a $5 manufacturers register reward. It was the Catalina Marketing Companys duty to fulfil their end of the bargain my supplying the Catalina register reward.The protocol is that in the event that the register reward doesnt print in store at the register, I am to put in a ticket online. I always provide the tagged promotion and receipts to receive credit, however this is the second time ive submited a ticket and gotten denied.

  Business response

  01/04/2024

  Thank you for bringing these concerns to our attention. We appreciate your patience and understanding as we worked to address the issue raised in this BBB complaint.
  
  Upon receiving the consumers initial request through our website on 12/3/23 and the subsequent exchange of information on 12/4/23, Catalina Consumer Support thoroughly investigated the matter associated with the provided transaction ID and the promotion mentioned in the shelf tag. Although the promotion's start date was postponed until 12/7/23, Catalina Consumer Support acknowledged the consumer's evidence indicating the shelf tag was posted early and approved fulfillment in good faith to ensure the consumer was not penalized.
  
  Catalina Consumer Support initiated the fulfillment process on 12/5/23, and fulfillment was mailed to the address associated with this BBB complaint on 12/12/23.
  
  Regarding the consumers complaint about communication; once we approve fulfillment and start the fulfillment process, the ticket is closed. Once a ticket is closed,Catalina Consumer Support no longer receives alerts regarding communications that are associated to that closed ticket. This is done to maximize efficiency for all of our consumers to have their claims reviewed. We sincerely apologize for any communication lapse and are actively working to improve our processes to provide more clarity in the future.
  
  Regarding the $5 reward, we carefully reviewed the attached pictures and the promotion guidelines from the original request. As indicated on the shelf tag, the promotion specifies a limit of one Register Rewards coupon per offer. Therefore, Catalina Consumer Support will send the one $5 reward to the consumer since the shelf talker was put up early and the consumer purchased the qualifying items.

  Please be aware that our standard processing and mailing time is typically within 2 business days. Once mailed, the consumer can anticipate receiving the replacement coupon within the next 10 business days. Additionally, it's important to note that the consumer cannot hold Catalina Consumer Support responsible in the future for any issues related to lost, late, and/or damaged **** deliveries. While we strive to ensure a smooth fulfillment process,external factors affecting delivery timelines and conditions fall outside our control.
  
  We would like to thank the consumer for allowing us the opportunity to rectify this situation and we hope that this reply offers clarity for future promotions.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between us and our customers. We are providing the picture the consumer provided to us initially with the terms of the promotion. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer response

  01/08/2024

   
  Complaint: 21066298
  
  I am rejecting this response because: I am rejecting the businesses response as they have provided false information to the BBB. I Submitted three tickets on December 3, 2023 and on December 4th I received a response requesting assistance in clarifying how many to buy of each quantity or how much was the dollar amount required to receive the Catalina. After December 4 I have not received any emails regarding my ticket. Once a ticket has been Fulfilled, I would have received an email stating that my ticket has been processed and that I will be receiving a Catalina coupon. I did not receive such email claiming that they were going to honor my ticket and furthermore, I never received any communication informing me that the sale was postponed or any reasoning as to why my ticket hadnt been resolved, therefore, the business is being dishonest and providing false information to the Better Business Bureau, as stated in the photo provided.
  
  The Catalina Marketing Company stated that they are only willing to provide one Catalina register reward as a solution because the offer says one offer will PRINT per offer but there is not a limit as to how many times I may participate in an offer. The promotion was buy two and earn a $5 Catalina register reward, which means that if I were to buy more than two in one transaction, then I would be subject to only receiving only one Catalina register reward which is why I purchased in increments of two and provided three separate receipts so that I would qualify to Receive a Catalina reward each time. Again, proving that Catalina is providing false information with the Better Business Bureau. Previously, I have had to submit tickets where I had to buy in increments of two or four and after not receiving said Catalina promotion in store, I would submit a ticket for each one, and I would receive credit for each one. To understand that the business would go as far to manipulate their policy and procedures to discredit me, the consumer, really shows that Catalina marketing company does not value their customers. During the exchange of emails, they insinuated that I may have received information about the promotion online through Word of mouth, they accused ********* of advertising the promotion prior to it being active which would result in false advertising, but never mentioned any postponement.
  In the companies BBB response, they stated that they had already fulfilled my request on December 5th and stated that ********* postponed the promotion to be active until December7th and they didnt want me to be penalized. However, this statement is also false. ********* only has weekly sales that are active from Sunday to Saturday. December 3rd, 2023 (Sunday) was the first day of the sale and the same day I submitted the claim. I find it unreasonable to believe that the promotion was to be postponed until December 7th, when it was only to be active until December 9th which would complete the Sunday to Saturday sale (12/3 12/9). Retail stores spend months preparing their sales and advertisements as the vast number of items going on sale can't be put together with such short notice. Furthermore, ********* already have their advertisements available for preview as early as the Tuesday before the active sales on Sunday, so I am sure that this postponement was not the case.
   Another discrepancy I found in their response was their claim that my ticket was sent for fulfillment on December 5th but wasnt sent out until December 12th which doesnt make any sense. The company itself states that processing typically is completed within two business days, so how is it that it was coincidentally sent out without notification and also took approximately a week to be fulfilled? I never received any fulfilment of coupons. I understand that it may take up to 10 days to receive but the coupons were simply never sent or fulfilled. I am in ******** ******* and the coupons normally arrive within two business days, since the coupons are shipped ***** **, which is 30 minutes away from me.
  It wasnt until Wednesday January 3rd that I received an email stating that a fulfillment would be issued, but that was only in response to the proposed solution of only crediting 1 out of the 6 requested $5 coupons, which I am denying. It is apparent to me that this company is boldly participating in false advertising. Again, I am requesting a total amount of 6 Catalina register rewards in the amount of five dollars each. The company has already accepted accountability by admitting that whatever alleged postponement that took place was not my fault, they alleged that they didnt want me to be penalized for the unforeseen circumstance, yet they are not interested in resolving my claim with the BBB. 
  
  Sincerely,
  
  ***************

  Business response

  01/11/2024

  We appreciate the opportunity to address the consumer's rejection of Catalina Consumer Support's reply. Catalina Consumer Support has reviewed the case and acknowledges our oversight in not initially recognizing the separate transactions with the first BBB reply.
  
  Upon further review, we have confirmed that the consumer submitted three separate receipts, each representing a distinct transaction and verified that when the consumer submitted to Catalina Consumer Support previously, 3 individual $5 rewards were processed and mailed back in December.
  
  Catalina Consumer Support has submitted 2 additional $5 rewards for processing (this will make a total of 3 prints provided from this BBB complaint). Please be aware that our standard processing and mailing time is typically within 2 business days (we say 'typically' because this timeframe can vary based on various factors with processing).
  
  Once mailed, the consumer can anticipate receiving the replacement rewards within the next 10 business days. Additionally, it's important to note that the consumer cannot hold Catalina Consumer Support responsible in the future for any issues related to lost, late, and/or damaged **** deliveries. While we strive to ensure a smooth fulfillment process,external factors affecting delivery timelines and conditions fall outside our control.
  
  Catalina Consumer Support is unable to fulfill the request for six prints of the $5 reward, as it exceeds the number of transactions the consumer qualified for, Catalina Consumer Support can only fulfill based on transactions.
  
  We value the Better Business Bureau's role in facilitating fair resolutions, and Catalina Consumer Support remains open to finding mutually agreeable solutions for our consumers within the bounds of our fulfillment policy.

  Customer response

  01/15/2024

   
  Complaint: 21066298
  
  I am rejecting this response because:I expect to be compensated for my wasted time due to the negligence of the catalina marketing company. I immediately communicated my issue on December 3rd and it is now January 15th and we are only getting traction in solving the problem all because I went to the extents of reporting the company to the Better Business Bureau. The company has been everything but remorseful regarding my time. There has been a lot of discrepancies in the replies provided to the Better Business Bureau. Catalina lied about ever sending me coupons, and implied that the mail was lost when in actuality, it was never sent. This whole experience has been very strenuous and uncalled for. As the company isnt taking the better business bureau complaint seriously, I cant help but feel lead to filena complaint with the *** instead. You have been lying to win an argument when I have done nothing but follow the rules provided by *********. The catalina marketing company has no interest in resolving this complaint and only wishes to win an argument. Also the catalina the was sent on January 4th was a STORE coupon when it should have been a MANUFACTURING coupon. which I was specific in requesting during my initial request. Again , I am only asking for 6 catalinas in the amount of $5 ea MANUFACTURER COUPONS, not store coupons please. 
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  ***************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently went to a ****** store to purchase a Playstation 5 because they advertised a $40 coupon when a playstation 5 was purchased. I made my purchase and did not receive a coupon, however my sales receipt showed that I qualified, (it specifically says "$40 custom coupon issued") I contacted Catalina on the same day and filled out the form with my receipt and multiple pictures of the advertisement. On the third day i received an email stating that my purchase did not qualify and my request was denied. There is zero information on how to challenge the clearly bogus claim that it didn't qualify (as it specifically says on my sales receipt that it DID qualify and printed).

  Business response

  01/02/2024

  Catalina appreciates the opportunity to address the concerns raised by the consumer regarding the experience with the coupon prints on 12/23/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  After a second review of transaction logs, Catalina discovered the initial findings for the investigation were incorrect and the consumer did in fact qualify as we can see that the coupon did not print as it should have. ******'s will be sending a gift card this week as compensation.
  
  Regarding the initial denial for fulfillment, the incorrect transaction was viewed and therefore an incorrect determination was made by Catalina. Training and review were done to avoid future mistakes. Catalina greatly regrets the inconvenience this caused.
  
  Investigation Findings: Buy PS5 Console Bundles Get $40NSO - Proper items purchased, coupon did not print.
  
  Investigation Conclusion: ******'s will provide fulfillment in the form of a gift card to be sent this week.
  
  Communicating with the consumer: After speaking with the consumer, Catalina emailed to inform ******************** that the gift card would be mailed out this week.
  
  Overall Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the investigation detail and outcome.
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and our customers. If there are any additional details or actions required, please do not hesitate to contact us.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hice la compra de 3 oral b flspks y daban catalina de 6. Y no m la dieron .. Y tambien hice compra de 2 enjuages BUCALES CREST Y REGRESAN CATALINA DE 3. Y no me dio ninguna de las dos.

  Business response

  01/02/2024

  We appreciate the opportunity to address the concerns raised by the consumer regarding the experience with the coupon prints on 12/20/23. We take customer feedback seriously and are committed to resolving any issues promptly.
  

  Investigation Findings:
  Crest Buy 2 Get $3- Proper items purchased, coupon did not print.
  Buy 3 ********** $6 / Spend $12 ********** $6 Only 1 qualifying UPC ($4 **********) was seen, other Oral B UPCs were not part of the promotion.
  
  Investigation Conclusion:
  Catalina will provide fulfillment for the Crest Buy 2 Get $3 promotion.
  Catalina will provide fulfillment for the Buy 3 ********** $6 / Spend $12 ********** $6 promotion. Catalina feels the consumer may not have been aware of which products qualified and therefore, as a courtesy, fulfillment will be sent for this promotion. For future reference, we would like to inform the consumer that ********* has links in their online weekly ad to view qualifying products for the promotions that are advertised. This may be a useful tool for future use.
  
  Communicating with the consumer:
  Catalina made a diligent effort to contact the consumer on 1/2/2024 to explain our findings and the determination regarding their fulfillment request. Catalina provided a detailed voicemail to address these concerns and how we have taken action toward a resolution. We would like to take this opportunity to extend an invitation to the consumer to reach out to Catalina Customer Support directly (if assistance is needed for future transactions) by using our fulfillment website: support.catalina.com. 
  
  Conclusion:
  The Catalina Customer Support team sincerely hope that the consumer is satisfied with the results. Our primary goal is to ensure customer and consumer *********************************** Customer Support values its customers and remains dedicated to providing exceptional service.
  
  We appreciate the Better Business Bureau's assistance in facilitating communication between Catalina Customer Support and consumers. If there are any additional details or actions required, please do not hesitate to contact us.

  Customer response

  01/03/2024

  Better
  Business Bureau:
  
  He revisado la respuesta dada por la empresa en referencia a ******** ID ********, y encuentro que esta resolucin es satisfactoria para m.
  
  Atentamente,
  
  **************************

*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. ↩