Topcashback Questions & Answers

see post #2310 , it's been a fortnight since the TCB rep replied to my post re passing my query to the customer care team and feels that resolved my query. Well to be honest....they didn't address my query at all...just the stock platitudes they issue to everyone else....so I'll repeat it.

1) TCB advertised a cashback on their site
2) I clicked through their link to avail of the offer
3) Offer (eventually tracked/was confirmed)
4) TCB added a payment (substantially less than it should have been)
5) TCB now say they have to wait for payment from affiliate

Here's the question, if I followed ALL the procedures as advised by TCB and the transaction tracked and has been confirmed, WHY is TCB taking so long to sort this?
The claim of "Cashback isn't guaranteed" surely shouldn't apply, it's TCB who are refusing to pay out on their advertised rate, that they advertised on their website...so it's not the retailers fault, surely TCB are liable, the contract was made when the item was purchased following their procedures and the subsequent transaction was confirmed, does this not mean that it is TCB who have reneged on the contract?

The fact that "cashback is not guaranteed" (their claim) is really more suited to when claimants have used other affiliates, wrong procedures, not cleared cookies or whatever excuses they come up with?

This is a confirmed transaction, following their procedure expecting their advertised cashback. Who updates the site and the offers, affiliates? The shops/stores themselves? Or TCB staff ? This is a case of TCB themselves not honouring their advertised cashback...not the affiliate and not the trader...so why the stock cut and paste answers? why the delay?

Perhaps this time the TCB rep on here will actually look into this instead of passing it on to the CS team who come up with stock answers.

Only been waiting 4 months so far....must be getting close to the time when TCB reckon it's outside their time scale and close the case...no? surely they don't do that on customers?

@mamabuddah, tracked cashback rates lower than the TCB promoted rate is very common, sadly.
I'm caught up again with Hoppa. I did vow never to use Hoppa again via TCB, but the Hoppa customer service and resolution was 1st class - better to be honest - swift and caring. It didn't track last time and took ages, but this time it did track, just short of the 'exclusive' rate. I'm not that much down to be honest, but will allow several more weeks before having to chase Hoppa again. TCB were by far the best 'promoted' rate here.
Maybe TCB can explain why this happens time and time again, yet no issues through Quidco for similar promotions (discount code and cashback)?

2010 wrote: »

I think people should remember that the small claims is the last resort.
You just can`t issue a summons without proving you`ve tried your utmost to resolve the issue amically with the company/person involved.
This in itself takes time and corresponence.

I fully agree, it must be the last resort.
Equally, you can't be expected to keep hearing garbage and being told to wait another 4 - 6 weeks, especially when you've already been patient and waited 4 weeks after estimate already! This is just a delay tactic, hoping payments come in naturally without having to rock the boat.
But, TCB do need to take issues more seriously, take ownership of problems and resolve them. Suspend, at least, regular problematic merchants. Give them an inch and don't be surprised they take it.

thanks everyone for your replys they were very informative.

B&M - So if you went down the TCB route first to complain did you just use the customercare/support on their site or did you write to them? Quite often they just give the robot replys and dont actually answer the question.