Thank you for your comments. I apologize for my delay in responding and also for posting the name of the company. I have not used this forum in the past but now understand the policy.
The mystery shopping company that hired me to complete a shop for them did so with the full understanding I would be using the video feature on my cell phone. I did not simply assume it was ok but cleared this in advance of accepting the shop.
While it was clear the employee that asked me to "help him out" was new, I explained I had not done video shops & I am not a career mystery shopper but have discreetly evaluated businesses on several occasion over the years.
This is not an issue of my misunderstanding instructions or providing an incomplete evaluation. I had explained to him that I did have an iPhone with a video feature I could use if that would be acceptable and HE AGREED that it was.
He agreed and said the only criteria was that it had a date and time stamp and that must appear on the video when uploaded.
We discussed the fact that I would be using my iPhone both verbally and also in an email so he clearly understood I did not have professional equipment.
The only reference to the video procedure in guidelines that they sent to me prior to the shop referred only to the date and time stamp. There was no mention of equipment whatsoever.
I would accept their position if this were an issue of my not understanding their instructions but that is not the case, they fully knew I would be using my cell phone and agreed PRIOR to my accepting and completing the shop. There was no doubt!
The company leads their clients to believe that they actually provide highly trained and certified video shoppers. Nothing could be further from the truth.The following is stated on their web site;
"Video Evaluators – With years of experience conducting Video Mystery Shopping, we appreciate the challenges associated with this type of program. Each video evaluator is thoroughly educated and certified. The certification includes in-depth role-playing and scenario workshops specific to the industries/environments to be evaluated."
They were desperate to have the shop complete because they do not trained shoppers in the area. This is not a rural area and I have received ongoing "urgent" shop requests from them for last minute shops several miles away from the client.
I am not 007 but I was discreet the entire duration of the shop.( it is not unusual these days for people to carry their phones everywhere they go. Part of the time I held it and part of the time it was tucked candidly in a pocket & my purse with the camera facing outward.
Additionally, my time has been wasted sending countless emails to the company trying to resolve this, they were extremely slow to respond and when they eventually did, their replies were both evasive and condescending in their refusal to compensate me for my work.
I have been advised to pursue legal action against them and it has been recommended that I seek damages for my additional time and resources to resolve this. I have also been encouraged to report them to agencies that will evaluate their business practices and how they represent themselves.
I am presently pursing the possibilities of a class action law suit because I have learned that there are many others who have been mislead and refused payment by this same company. At this point, its not so much about the money as it is the fact that they get away taking advantage of people and that should not be tolerated in this industry or anywhere else.