The 'cashback not guaranteed' get out!

Quidco www.quidco.com
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lisad100's review of Quidco www.quidco.com

“The 'cashback not guaranteed' get out!”

★★☆☆☆

written by lisad100 on 19/12/2016

I have used Quidco for over a year. It seems hit or miss if you actually get paid. The small amounts seem to go through without any problem, but I've had no luck with the more expensive purchases.

I made a booking with Expedia through Quidco. It was more expensive with Expedia than booking direct with the hotel, but the £128 cash back would make up for this. Also, Expedia offered a free cancellation policy so I thought I'd be safe. Sadly not!

The claim process with Quidco is very complicated and by the time I realised that it had not tracked, it was too late to cancel and re-book. The claim process has now been ongoing for 7 months.

Quidco's customer service is terrible. You receive a generic email explaining the numerous technical reasons why the cashback may not have tracked, but there is nothing that they can do about it. I contacted Expedia, who have been even less helpful.

A similar issue happened with an order from Fortnum and Mason, with a £44 cashback claim again declined with no definitive explanation. This has taken 12 months to receive a final response, again essentially 'tough - cash back is not guaranteed'.

There is nothing more I could have done, I made the purchases in good faith and it has ended up costing me significantly more. Customer Service is incredibly slow and frustrating. Needless to say I won't be using the service again.

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Quidco's Response to lisad100's Review

Written on: 02/02/2017

Hi

Thank you for your review and I'm very sorry to hear of your negative experience here.

We do allow up to 7 weeks to raise a claim for an untracked purchase. If after this time you have not raised a claim, the support team will look into having that raised for you, which is what sounds to have happened here.

Claims with travel retailers will not be paid until around 4 months after you have completed your stay. Claims allow for the cashback to be tracked into your account manually instead of automatically and we'll let you know as soon as we have received an update to your claim.

Do let the support team know if there's anything we can help with.

Kind Regards,

Jack
Quidco Company Representative

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Sihetho's Response to lisad100's Review

Written on: 17/09/2017

Put a claim with the Financial Ombudsman through resolver.co.uk
I am going to !

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Carltonfletcher's Response to lisad100's Review

Written on: 04/02/2017

I wish Quidco would stop responding with their stock answer as seen below, and instead put more effort into making sure these negative reviews aren't needed in the first place. Let us know once you contact them if they do actually help, because I bet they don't.

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Lisad100's reply to Carltonfletcher's Comment

Written on: 06/02/2017

No help at all I'm afraid!

I got fed up of the repeated stock responses, that prove no one actually reads the complaints sent in! I understand they "allow up to 7 weeks to raise a claim blah blah blah..." my problem is that six months later no one can explain why the cash back has been refused and I'm left out of pocket.

The whole agreement is so vague, that it's wide open to abuse from both Quidco and the retailer. I wish retailers would bypass these cash back companies and pass the savings directly to the Customer.

Needless to say I won't be using either Quidco or Expedia in future. I'm also very reluctant to spend any money online, as I know I'm paying an inflated price to cover the cost of the 'middlemen'. :(

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