They make money ....but have no interest in paying you!

★★★★☆
3.7 / 5
71% of users recommend this
  • Customer Service

  • Quality of website

moby79's review of Top Cashback www.topcashback.co.uk

★☆☆☆☆

“They make money ....but have no interest in paying you!”

Written on: 12/09/2017 by moby79 (32 reviews written)

I joined Topcashback for a year now and have used for one insurance and one credit card claim for which they paid out after 3 months.
Then I did some home insurance and another credit card and they have not paid out.
They state from the point you submit a claim for none payment the claims team can take 3 months plus to resolve as they have to contact the retailer to see if they received a request for the purchase via there link , which I clearly used.

I have also been advised that no cashback is a guarantee and that the retailer does not need to pay out!!
I arged that the advertisements are not clear and make out you will get the discount cashback upon taking the deal via Topcashback Website, I have also been advised this information is in the fine print.
Zero to customer service and the way they are operating .

  • Goods purchased & cost

  • Customer Service

  • Quality of website

Topcashback.co.uk's Response to moby79's Review

Written on: 06/10/2017

Hi,

Most of your disappointment appears to come from cashback not being guaranteed.

I'd first like to point out that although this is the case cashback will be paid for eligible transactions. Cashback won't be paid if either the terms of the cashback are not met or if we were not recognised as the last referrer. This is based on the cookie credited with the purchase and this does not necessarily reflect you clicking through our site and purchasing.

If you believe cashback should be paid we do have the claims process there to try and recoup this money and for a lot of claims, we are able to overturn the decision.

Best wishes,
Matt from TopCashback

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Moby79's reply to Topcashback.co.uk's Comment

Written on: 09/10/2017

I understand how your process works and clearly have the intelligence to know that I am eligible for two purchase transactions as I have met the terms and you are not able to track these from your end even though I followed the correct process so no negligence from my side .
Your process of tracking is shocking as mine has been outstanding well above 5 months and the most recent is new but I have no hope that will be resolved either .
When I have chased up about this you tell me it could take several months, no reassurance to the customer and your business model is not attractive to the customer but to you as a compnany so please don't patronise me and make out it is my fault or oversight .
Your rating are very low as per other reviews so that's a statement within itself!

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Topcashback.co.uk's reply to Moby79's Comment

Written on: 10/10/2017

Hi,

I can assure you I am not saying it's your fault. However, I am trying to help you to try and reduce the chance of it happening.

We can't prevent a transaction from tracking, there's nothing we can do from our end to improve your tracking - similar to other cashback sites. However, what we can do is explain how transactions track and what you can do to improve them.

We do not receive many reviews on this platform and therefore it doesn't reflect the wider experience of our members. Even so, 3.7 / 5 I certainly wouldn't say reflects a bad service. In addition, we have won the award for best cashback site 2016 and 2017 - something I am sure you will agree wouldn't be awarded to a company that provides a bad service.

Best wishes,
Matt from TopCashback

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Moby79's reply to Topcashback.co.uk's Comment

Written on: 11/10/2017

Well what I do know is one transaction being processed and someone leaving a positive review is not accurate on your overall performance and delivery , most industries do this to show how effective and customer focused they are. So you 3.5 is not a true reflection on your reviews as per other platforms used either .
Your responses have been indirect and on no way been helpful as you put it.
If your business model does not allow you to track transactions with a retailer then that clearly indicates it's a very poor way to conduct business . You should not be permitted to trade under these circumstances!

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Topcashback.co.uk's reply to Moby79's Comment

Written on: 13/10/2017

Hi,

As explained no cashback site tracks cashback, we are a commission source like the other cashback sites that pass the commission back to you. We're not tracking networks who are a very different area of the commission earning process.

I'm afraid by posting a review and not speaking with us directly means we are unable to look into your account, support tickets or transactions and therefore we can only be very indirect in the support we can offer.

If you would like some further in-depth advise I would advise speaking to the customer care team via the website.

Best wishes,
Matt from TopCashback

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Moby79's reply to Topcashback.co.uk's Comment

Written on: 16/10/2017

I have raised tickets dating over six months and no updates.
As I said before and say it again you are very badly organised and do not deliver what you say you will due to one reason or another.
I have followed through your support ticketing system as no other means of communication only to receive standard response to wait as no further help can be provided .
I am sure no customer wants to wait months on end just because the transaction is not showing or tracking correctly as this beats the whole point of using the website .

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