Hi mystery shoppers:

I had a bad experience with this company. I did the best I could. The shop instructions said bar shop, but the email said no bar shop. I could not reach anyone, and they stiffed me. Reported to BBB but they will not reimburse me for meal that they told me to get. I was wondering if you have suggestions. I feel that mystery shopping is not recognized for what it is. These companies make the rules as they go along, and then decide to stiff you. Some of the payment amounts are pitiful.

TIA

ive never had any issues with this msc.

As I said, I am new to MS, and very disappointed in how they treat people. I am not going to last if companies treat MS like junk.

We got there was a conflict between the instructions and the e-mail. Which did you follow?

Two more questions, please.

First, what is the timeline between the time
(a) you were assigned the shop (i.e. got the Accepted email),
(b) to your reading the shop instructions and realizing that there was a conflict, to the time
(c) you tried to contact the MSC,
(d) to your doing the shop, and
(e) to the MSC rejecting your shop?

Second, what did the MSC tell you when rejecting the shop?

Thanks.

LisaSTL Wrote:
-------------------------------------------------------
> We got there was a conflict between the
> instructions and the e-mail. Which did you follow?

I followed the official intstructions which I now see were incorrect. I cannot remember everything for your questions, but all I can say is that I was ready for the shop and wrote a complete report for them with lots of details and my writing is excellent. I am upset with myself for following the official survey instructions, but I guess I thought that Customer Impact could do a little better. I see that you are both superstars so I am sure you will both chide me for not asking questions first. I didnt realize that the email said something different until the day of the shop in the morning, Saturday. No one was in that day at all. I usually do not look too closely at the acceptance emails, and i am sure you will find me guilty for that. I am not doing those type of shops anymore, as they involve a large layout of cash for the meal, with appetizer, entrees, etc. This was a lesson for me. Also, I realize that next summer I better get a summer job because mystery shopping, although I enjoy it, does not command respect from companies. What other profession is it OK to withhold pay for so-called infractions? Even supermarkets pay when you work. I worked, i was there for over 2.5 hours, spent money, and I have nothing but lost money to show for it. I see it differently than you - I work I get paid. Even before my college/grad school days when I worked menial jobs, I got paid. I wasted a night, money, gas, and get zero for it?

I am sure you will justify the company's position. They claimed that alcohol was not to be ordered, even though the survey had bar shop questions on any dinner after 6. This was a shop between 6 and 8:45. Thus, I feel I am right, they withheld my reimbursement and 10 pay. I just wanted to vent, not anything more because I will never see that money.
So flame away, sometimes I see closed door as opportunities to find something better. This is one of them.

I see another thread where you guys bashed a shopper so I expect it. I have one more semester for a new profession and I thought MS could help me with expenses but I am soured now. BTW BestMark, AboutFace and Confero have been great. ITs only this one place.

Edited 1 time(s). Last edit at 08/25/2012 12:29AM by computergddess.

I would say that it was probably an honest misunderstand on your part, computergddess. I'm not intending to flame anyone, but explain the misunderstanding.

The thing is, we are not employee of these companies. We are independent contractors and so they are under no obligation to pay if the job was not performed to the standards set by them. If there was any line in the email or instructions that stated the assignment email took precedence over any shop instructions, then it seems they have a right to deny the shop.

It that confusing?...yes! You can either take it as a lesson to be more careful with reading assignment emails and understand the way MScs work, or decide that MSing is not for you.

Everyone has a story like this. Putting in the work then not getting paid sucks. I commiserate with you. Stick around here and read other's stories and you may find a way work profitably within the system.

-Edited for confusing typos.

Edited 1 time(s). Last edit at 08/25/2012 12:38AM by SteveSoCal.

The original post did ask for suggestions and apparently two of us actually wanted to help.

computergddess Wrote:
-------------------------------------------------------
> I see that you are both superstars so I
> am sure you will both chide me for not asking
> questions first.

> I usually do not look too closely at the
> acceptance emails, and i am sure you will find me
> guilty for that.

> I am sure you will justify the company's position.

> So flame away,

> I see another thread where you guys bashed a
> shopper so I expect it.

computergddess, it's disappointing to get conflicting instructions from the guidelines and the email, and not notice in time to get clarification. I don't know what would have been the right thing to do. If you don't do the shop, you would be considered an undependable flake. If you do the shop wrong, you would be out a bunch of money plus lose the fee. I don't have the answer, but I can tell you what I would have done in this quandary.

On Saturday, I would have sent an email to the company as soon as I noticed the discrepancy in instructions, and told them I could not do the shop because the guidelines did not agree with the email. On Monday, I would have called them.

In my email and phone call, I would have asked them to work with me to reschedule the shop. Under no circumstances would I have risked my money in the hope I was making the right choice about what they wanted. I know this suggestion doesn't help you now with this shop, but it may be helpful in the future.

As far as this shop goes, it depends on what they said in the email as to whether you can pursue this with any success. If they were very clear that the email instructions replaced the guidelines, then you probably will not have much success. If they did not make that absolutely clear in the email, I would pursue this for a while. Since they published out of date guidelines, perhaps they will reconsider.

I would certainly not chide you over this. The shopper should not have to check confirmation emails against guidelines. The correct and complete guidelines should be published and available on the website.

Additionally, I want to add that I don't do any type shop that requires a substantial outlay of my money for something I wouldn't be willing to buy anyway. I don't take that kind of risk with my money vs. someone else's opinion about how things were or should have been.

Mystery shopping/auditing is a flexible opportunity for you to earn some money without losing money if you work it right. In most cases, you will not have problems of this nature. I have been shopping for over two years, and for the most part have been treated really well. That's more than I can say for some of the other jobs I've had.

As a newbie, it's helpful to read conflicts and solutions. I learn a lot here, thanks for putting your scenario out here for us to learn by!

Keep on shopping. It is difficult for us posters when you start out with something like I know that you are going to bash me. Do you really think that we are taking our time to make you feel crappy?

I have done a lot of FD shops for CI and the guideline usually state that if you are a first time shopper, to call them for training first. On their Hawaiian fusion and steak restaurants, they split the bar from the restaurant. I would incline to go with what was on the survey form instead of the guideline, which covers both bar/dining. They are a good company and I have never had a problem with them.

I personally have had good luck with CI, but know that conflicting instructions from many companies are one of the biggest problems we face as shoppers.

We shouldn't have to go through two set of instructions to determine what to what to do, but unfortunately it is part of the job. Whenever shopping for a new company, it is important to go through all instructions and e-mails as quick as possible to allow time to ask questions. Even then, we don't always get answers in a timely manner. I hope you are able to work with the company for some sort of resolution.

Since it was a reimbursement based shop, the pay is typically pitiful. The company considers the reimbursement as part of your pay. You have to carefully weigh the reimbursement to see if you consider it pay for most shops.

In most instances, the BBB will not help us. Shoppers don't have a lot of recourse when companies refuse to pay.

I have never had a problem with this vendor, a couple of minor clarifications but that's all. Also, they pay like clockwork.

"It that confusing?...yes! You can either take it as a lesson to be more careful with reading assignment emails and understand the way MScs work, or decide that MSing is not for you.

Everyone has a story like this. Putting in the work then not getting paid sucks. I commiserate with you. Stick around here and read other's stories and you may find a way work profitably within the system. "

Appreciate the help. I am miffed by this experience as i am out a of money. be careful on these types of shops, i put alot of work into it and I am out all of the money plus my time. I will stick to observations instead of meals. These pay about the same, but you dont have to buy anything. I have two today and two tomorrow.
thanks again shoppers, i was afraid i would be bashed for doing the wrong thing. this was an XXXXX shop and the company and CI had seperate instructions.

Well, you're probably about to get flamed for mentioning the client name in the same thread as the MSC, since that is not allowed (Please note the posting guidelines on the bottom right of the page).

I would suggest using the edit button on the bottom right or your post to change the client to "casual sit-down restaurant" or something similar to that.

Let us know how the new shops go.

Hi, computergddess, welcome to the forum. Steve's answer was great. Many of us didn't know how to help you but no one had any intention of flaming you. The other thread you reference where you believed the OP was "bashed" was very different from yours. You had your anger/frustration under control and you presented a legitimate problem and asked for suggestions. The other poster provided no details or information about shops, only emotion and inflamatory language: frauds, scams, etc. He then told us he had worked for 3 companies and all 3 did not pay him - red flag - wasn't successful a single time? Hmmm. Your post was very different. It wasn't your intent to bad-mouth a company, you are frustrated at the loss of your reimbursement/pay and want to understand.

I suggest you contact Customer Impact and ask for a full explanation so you will understand exactly what they believe was performed incorrectly. I've always found them available between 8 and 5 M-F). I'm actually surprised they did not require you to telephone them and discuss the assignment before you performed it. They usually require that before a shopper performs a shop with a client for the first time. It could be that if you discuss it with them, they will accept a portion of your shop. If not, at least you will have a clear understanding. They were one of my first MSCs when I started and I made a BIG mistake in my first shop. I had memorized the guidelines and was determined to do everything right. Apparently I did - EXCEPT - my companion and I were supposed to order two DIFFERENT entrees - and no-brainer! - wait for it - we didn't. We ordered the same entree. I didn't even realize I had done wrong until after the report, when I was contacted for confirmation. I unhappily confirmed that yes, the receipt was correct, and my report describing ordering two of the same entree was also correct, we did both order the same entree. I was afraid they would just throw my shop out, but the editor did not. She encouraged me, telling me it was a great report and that I had done everything right except ordering two of the same entree. She suggested that I be paid for the shop and that I receive reimbursement for all except one of the two entrees. I recognized that I had goofed and I was more than happy with her suggestion. That was 5 years ago - I've gone on to do many shops with them now.

I agree you are starting with the right shops. I don't like big outputs of my own cash unless I am pretty sure I'll get it back. Also, like Mary's comment, I don't put out my money for very much that I wouldn't spend money for anyway. Anyway ..... welcome. Glad to have you on board. Hope you will stick around and share experiences with us.

Always good to be objective but sometimes if you are frustrated it is difficult. I have been doing this for over three years and work for about 25 different companies. For the most part I have been pleased. My number one rule is also no large outlay of cash on my part and never spend on something I would not normally do for myself. I have had a couple of companies that would overly criticize that I felt was not necessary and I just don't take their assignments. Way too many companies out there that work well with us.It is not necessary to work with any that aggravate you.

My motto: Follow the official guidelines and NOT the email.

I went to a shop because scenario A was in the email body of the letter but in the instructions it was scenario B. Having done this store many times, I followed my gut and did it B style.

Scheduler not only apologized, but she also paid me and had me re-shop it again for scenario A and paid me again!

Always follow the PRINTED guidelines that are on the main site with your questionaire...

Edited 1 time(s). Last edit at 08/25/2012 07:16PM by SunnyDays2.

SunnyDays, I think with the MSC in question here, they assignment email takes precent over the PDF instructions.

I think as a rule, when you see conflicting information, re-read both the instructions and assignment email to see if there are instructions on what to do in case of a conflict, then contact the MSC if any questions remain.

Every case is different and you risk not getting paid if you don't clarify the instructions with the MSC....and don't rely on advice from us here in cases like that either. I'm not going to write you a check for the reimbursement if I'm wrong and you don't get paid!

SteveSoCal Wrote:
-------------------------------------------------------
> SunnyDays, I think with the MSC in question here,
> they assignment email takes precent over the PDF
> instructions.
>
> I think as a rule, when you see conflicting
> information, re-read both the instructions and
> assignment email to see if there are instructions
> on what to do in case of a conflict, then contact
> the MSC if any questions remain.
>
> Every case is different and you risk not getting
> paid if you don't clarify the instructions with
> the MSC....and don't rely on advice from us here
> in cases like that either. I'm not going to write
> you a check for the reimbursement if I'm wrong and
> you don't get paid!


I agree with you that we should contact the scheduler. In my case, it was the weekend and they don't always answer their emails...

I think you started with a difficult assignment. I work for CI and they are a fair good MSC, however doing these upscale dinner shops require experience and work...you said you were to sit at the bar, which tells me you need to order a drink, then move to the dining room. The only time you would sit at the bar is to evaluate the Bartender, so, that might have been a misunderstanding on your part. Some instructions say, one set of instructions take preference over another. These shops are confusing, and
as I said, for the experienced. You may have bit off more than you could chew, it's rough to lay out that kind of $$ and not get reimbursed. I think I know the shop, and I'm sorry but they have been doing this client for years,
so they know what they're looking for. Sorry....hope you at least enjoyed the dinner.

I have never had any problems with this MSC. They are in my Top 10.

Hi computergddess.

First off, in my opinion, there should be someone home at any MSP to answer the phone anytime shops are scheduled.

Tough luck for you Perhaps this is the high-end beefeater's place? I had my own moment with them, years ago. The scheduler and I were working on dates, and scheduled one that worked for us. My husband and I went, drank, ate, enjoyed, paid, and left. I did my report. Then, I heard from the scheduler that guidelines prohibited the shop from being done on that certain night of the week, but that the client graciously agreed to accept it. I would be reimbursed, but my fee would be reduced.

What the heck?! I had worked with the scheduler to nail down the date. There's a bit of murkiness, but . . . my shop log indicated that this shop was not to be done on that day of the week. Guidelines did not indicate such, nor did the scheduler. Their position was that the shop log was LAW which took precedent over all else. No, there was nothing in the emails, guidelines or comments to indicate which prevailed. Sigh.

Big dollar reimbursement shops are not without risk. A feeling of comfort with the shop and the MSP is paramount. If this leaves a bad taste in your mouth - don't even look at them again forever, or at least a few years I do hope you exhausted all remedies to get your shop accepted.




AustinMom - I imagine you about died. I know I would have. I'm glad the outcome was acceptable to you.

It is discouraging most of us have "been there" with this sort of thing. I would start out with small jobs until you really feel you have a "handle" on things....I have learned this the hard way also.....

Hi computergddess!

I wanted to reach out to you directly. To be honest, we do not recall the situation that you described as happening recently. Plus, even if a shopper had accidentally shopped the bar, we would have still accepted the dinner portion report. We just could not have paid the shopper for the bar expenses. Now we DID recently have a shopper order alcohol at their table during dinner when they were not supposed to. That's the only similar situation that we've had recently, and the instructions are very clear about that issue. But other than that, we have not excluded any meal shops such as the one you are referring to.

Please send an email to either me (bbooth@customerimpactinfo.com) or Adrienne (adobson@customerimpactinfo.com) with your name and the date that you completed the shop. We will definitely investigate this further.

Thank you!

Barbry-Ellen Booth
Customer Impact, LLC
3202 Longmire Rd.
College Station, TX 77845
(O) 800.677.2260 (F) 979.693.7904
www.customerimpactinfo.com

After conferring with our staff, I believe we have gotten to the bottom of this. This shopper is the one mentioned in BEBooth’s post, who ordered alcohol at the table, which our instructions clearly say you cannot do. Her shop was not used because of the alcohol ordered at the table. The account she provided in the original post above is not accurate. There was no discrepancy in our information, but it is simply a situation where the shopper did not follow instructions.

We sent a replacement shopper, who did a good job and we paid them. This shopper then turned us into the BBB, saying that we were a scam. She claimed that we used her report and just did not pay her. She has also threatened to send us to the Attorney General. Mike Green, president of CI, provided her with a copy of the new shopper’s receipt and also offered to show a copy of the new mystery shop to the BBB. The shopper agreed that she had messed up, but accused Mike Green of making up the new receipt. She finally accepted that we had in fact paid another shopper to go, but still thought we should reimburse her since she was new.

Mike has tried to work with this shopper to the best of his ability, but has reached an impasse. She will not accept the fact that we cannot pay her for a shop that we cannot use or be paid for, and there is nothing more that we can do. It is an unfortunate situation. As a result, she chose to create this post to damage our reputation by providing inaccurate information. She has also violated her independent contractor agreement.

We truly appreciate our hard-working shoppers and will always do our best to work with them and address any issues brought to our attention. Thank you for your time, and I hope you all have a wonderful weekend.

Happy shopping!
Adrienne Dobson
adobson@customerimpactinfo.com

Computergddess,
I want to encourage you to keep going with MS, especially if you enjoy it! I agree with Irene, some of these shops truly should be done by the more "experienced." I don't see myself there quite yet. But, only because I read these boards do I do as well as I am doing. There are some very experienced, talented, and extremely helpful folks on these boards. They have certainly helped me in the little more than a year I have been doing this. One thing I cannot stress enough, (I learned the hard way, too) read everything. Go over it in your head, practice run it, then, read it again. Then, if you have any questions, ask. Come here and ask, that often helps, too. I love ms, but I too have had some bad experiences, have lost money and time on jobs (my own mistakes turned into learning experiences, those are worth something, right) and have stopped shopping for some companies.

Please, come here, let the experienced shoppers guide you, help you, and teach you all the ins and outs of MS. It really is rewarding! May I also suggest, sign up (free) for and read the Mystery Maven [www.mysteryshopmaven.com] where you will find lots of information (it really helped me). As for the "flaming" ignore that. You will always get the help you need when you share the details as you did in your post, clearly, succinctly and without the rant. : )

Edited 2 time(s). Last edit at 09/01/2012 04:17AM by MsLynn.

Thank you Adrienne and Barbry for posting this information. Helps all of us. I hope the op will accept this as a learned lesson and will continue with ms.

Edited 1 time(s). Last edit at 08/31/2012 06:23PM by MsLynn.

Computergoddess - Keep on shopping, keep on posting. Consider this a learning experience. We've all had them.