Java Queen International Failure to Honor Rebate 3840 N.E. 64th Avenue, Portland, Oregon

I have been contacted by the Affiliate Program Coordinator at Green Mountain Coffee Roasters and have been offered their sincere apologies for the conduct of their affiliate company, as well as a sample of their coffee as compensation for having to deal with this situation in the first place. I want to express my sincere gratitude to Green Mountain Coffee Roasters for taking the time to investigate this matter for me. You have earned a customer for life.

And I'd also like to thank Paul Rushing at ConsumerBlotter for taking up for meyou really helped shine some light on a murky and troublesome issue.

As for Java Queen, I have been informed by the Affiliate Program Coordinator for GMCR (in writing and by telephone) that there IS a restriction on monetary incentives for consumers unless expressly authorized (IN DIRECT CONFLICT WITH WHAT JAVA QUEEN HAS STATED ABOVE) and that Java Queen's rebate offer was NOT pre-authorized by Green Mountain Coffee Roasters. Java Queen has subsequently been put on probation as an Affiliate, and has been ordered to remove their rebate offer from their website.

As of yesterday, Java Queen has removed the rebate offer from their website, as well as some references that would lead a customer to believe they were dealing directly with the supplier (verbiage such as Our Coffee Club, etc.), although they still carry the Green Mountain Coffee Roasters logo prominently in the upper-left corner of their Keurig/Green Mountain Coffee pages (just like the GMCR website).
Throughout this entire ordeal, Java Queen has subjected me to the following: 1) implied that I would be committing slander [sic] by voicing my consumer complaint; 2) implied to both the BBB and the State of Oregon that I was attempting to commit fraud by chasing down rebates after-the-fact; and 3) informed others that I was changing my story (when in fact I haven't).

I have posted what information I have at hand and think it shows who is most trustworthy. I will leave it up to the individual consumer to decide whether or not to place their hard-earned money with this company.

If Java Queen would of read the affiliate agreement they would not of ever had this problem. Even Java Queen has admitted in emails to me that they are in violation of the Affiliate Agreement.

This could of all been avoided if they would of read the affiliate agreement and complied with it. Their activities are indicative of why consumers need to be very careful with who they chose to do business with online and off.

It is very doubtful that the original poster would of gone through the trouble she has in an attempt to scam someone out of $10 when she paid well over $100 for the item she purchased.

The one who has showed a lack of principal here is Java Queen by posting the consumers real name. The OP's original intentions were to show how Java Queen did not honor the rebate based on the information that was on their site at the time she made her purchase, which has been changed several times.

Now there is no rebate offer at all. Despite the vehement denial of a violations of the affiliate terms of service. Both Green Mountain Coffee and Java Queen are aware that is was a violation and have acted accordingly.

Now that Java Queen is complying with their affiliate agreement the consumer is still the loser based on Java Queens original website design, because as of this posting Heater has not received a rebate nor has she been contacted by Green Mountain Coffee.

Affiliate networks have rules in place for a reason. It is to avoid situations like this.

Now the consumer needs to be made whole.

If Java Queen would of read the affiliate agreement they would not of ever had this problem. Even Java Queen has admitted in emails to me that they are in violation of the Affiliate Agreement.

This could of all been avoided if they would of read the affiliate agreement and complied with it. Their activities are indicative of why consumers need to be very careful with who they chose to do business with online and off.

It is very doubtful that the original poster would of gone through the trouble she has in an attempt to scam someone out of $10 when she paid well over $100 for the item she purchased.

The one who has showed a lack of principal here is Java Queen by posting the consumers real name. The OP's original intentions were to show how Java Queen did not honor the rebate based on the information that was on their site at the time she made her purchase, which has been changed several times.

Now there is no rebate offer at all. Despite the vehement denial of a violations of the affiliate terms of service. Both Green Mountain Coffee and Java Queen are aware that is was a violation and have acted accordingly.

Now that Java Queen is complying with their affiliate agreement the consumer is still the loser based on Java Queens original website design, because as of this posting Heater has not received a rebate nor has she been contacted by Green Mountain Coffee.

Affiliate networks have rules in place for a reason. It is to avoid situations like this.

Now the consumer needs to be made whole.

If Java Queen would of read the affiliate agreement they would not of ever had this problem. Even Java Queen has admitted in emails to me that they are in violation of the Affiliate Agreement.

This could of all been avoided if they would of read the affiliate agreement and complied with it. Their activities are indicative of why consumers need to be very careful with who they chose to do business with online and off.

It is very doubtful that the original poster would of gone through the trouble she has in an attempt to scam someone out of $10 when she paid well over $100 for the item she purchased.

The one who has showed a lack of principal here is Java Queen by posting the consumers real name. The OP's original intentions were to show how Java Queen did not honor the rebate based on the information that was on their site at the time she made her purchase, which has been changed several times.

Now there is no rebate offer at all. Despite the vehement denial of a violations of the affiliate terms of service. Both Green Mountain Coffee and Java Queen are aware that is was a violation and have acted accordingly.

Now that Java Queen is complying with their affiliate agreement the consumer is still the loser based on Java Queens original website design, because as of this posting Heater has not received a rebate nor has she been contacted by Green Mountain Coffee.

Affiliate networks have rules in place for a reason. It is to avoid situations like this.

Now the consumer needs to be made whole.

If Java Queen would of read the affiliate agreement they would not of ever had this problem. Even Java Queen has admitted in emails to me that they are in violation of the Affiliate Agreement.

This could of all been avoided if they would of read the affiliate agreement and complied with it. Their activities are indicative of why consumers need to be very careful with who they chose to do business with online and off.

It is very doubtful that the original poster would of gone through the trouble she has in an attempt to scam someone out of $10 when she paid well over $100 for the item she purchased.

The one who has showed a lack of principal here is Java Queen by posting the consumers real name. The OP's original intentions were to show how Java Queen did not honor the rebate based on the information that was on their site at the time she made her purchase, which has been changed several times.

Now there is no rebate offer at all. Despite the vehement denial of a violations of the affiliate terms of service. Both Green Mountain Coffee and Java Queen are aware that is was a violation and have acted accordingly.

Now that Java Queen is complying with their affiliate agreement the consumer is still the loser based on Java Queens original website design, because as of this posting Heater has not received a rebate nor has she been contacted by Green Mountain Coffee.

Affiliate networks have rules in place for a reason. It is to avoid situations like this.

Now the consumer needs to be made whole.

Keep in mind while viewing this, that I have never purchased a Keurig coffee maker online before, was not familiar with the Green Mountain Brand, and had never come across Java Queen's website prior to my first visit. Up until my purchase, I had been using a Krups machine and name-brand coffee purchased at the grocery store. Immediately following is a link to a slideshow containing 4 slides, which show the following:

1. Java Queen's Rebate Ad. This is the screen that I initially came across. (Notice the Green Mountain logo displayed prominently in the upper left corner.) I then clicked on the Click Here for Keurig Rebate Information link and read the contents, which I have shown in photograph 3.

2. The Order Screen. After clicking on the prominently green Select Brewer Now button, I was directed to this screen. No intervening message informed me that I was ordering from someone other than Java Queen. (Notice the Green Mountain logo displayed in the upper left corner again, plus the telephone number for customer service in the top right corner.)

3. Java Queen's Rebate Information. This screen came up after clicking on the rebate information link located on the Rebate Ad shown in photograph 1. (Notice it says nothing about telephone orders being unacceptable. Oh, and there's that Green Mountain logo in the top left corner again.)

4. Java Queen's REVISED Rebate Information. This screen shows how Java Queen revised their rebate terms within approximately 2 hours of when they claimed telephone orders were not accepted (as evidenced by the clock in the photo), and after I pointed out that their rebate did not preclude telephone orders. (Notice the addition of the bright blue disclaimer right in the middle of the rebate terms.)

http://img20.imageshack.us/slideshow/player.php?id=img20/3603/11963451136e6.smil

The Terms of Agreement at Performics for Green Mountain Coffee Roasters Affiliates do not restrict the affiliate from providing incentives as noted on as late a date as November 28, 2007.

Java Queen International has communicated, by email, with the Green Mountain Coffee Roasters affiliate manager specifically about our rebate offer. There was never a request for us to stop the offer or we would have complied.

As an affiliate, we have a bird's eye view of the integrity of this company. Green Mountain Coffee Roasters values their customers as well as their affiliates and understands the contribution of affiliates to their marketing.

The Keurig Coffee Brewers are quite popular and present the affiliate with a product that is worth the time and effort it takes to market an item.

They have supported their affiliates by providing them with updated marketing materials, and promotions.

Green Mountain Coffee Roasters affiliate manager communicates with their affiliates routinely and responds to questions.

Green Mountain Coffee Roasters is a merchant offering superior service and quality products. As consumers, we are so impressed by them that we buy our coffee as well as delightful gifts from them.

Java Queen International did not violate the Green Mountain Coffee Roasters Terms of Agreement at Performics in offering the $10 Rebate on Keurig Coffee Makers or their affiliate manager would have communicated that to us.

Java Queen International is willing to share their commissions from Green Mountain Coffee Roasters with people who purchase a Keurig Coffee Brewer through their affiliate link.

Well this whole thing would not of started if Java Queen would not of violated their affiliate agreement to start with.

I personally took it upon myself to contact Green Mountain Coffee about Java Queens Affiliate Website and the infractions of their affiliate agreement.

Green Mountain Coffee has been made well aware of the situation and will probably take care of the original complaint to the consumers satisfaction.

In this day and age, it seems that some one is always lining up to accuse some one or some company of ripping them off.

I have followed this supposed rip-off claim with interest.

I don't take sides one way or another.

However, there is one glaring ommission that bothers me. When you slander a company or individual, it is a good idea to have proof, or you are libel for a defamation of character lawsuit.

No where do I see in the complainants long and verbose claim of fraud do I see proof.

What proof do we have that this person actually ordered the product thru this web site.
How do we know that this person had not already placed an order and then came across Java Queens web site and saw an opportunity to rip the company off.

It is very easy to make all these claims after the fact with no way for any one to verify if the purcahser had in fact made the purchase from the Java Queen web site.

The obvious way to have verified the order was to place it online. Then the company would have had proof that the order had been placed thru the link on the web site.
The purchaser has admitted that this wasn't done.

So, do we have a legitimate claim or an attempt to get some thing for nothing.

I don't know and neither does any one else.

If I where the complainant, I would seriously consider retracting her complaint and issuing Java Queen an apology.

Other wise she could wind up facing some hot shot young lawyer who would be only to happy to take her to court and accuse her of trying to perpetrate a fraud on Java Queen.

JavaQueen has conveniently provided dates of emails sent to me, but I vehemently deny that I received those denials (as evidenced by the content of my follow-up emails in September and October). They have even gone so far as to accuse me of fraud by trying to obtain a rebate that I found after I made my purchase. I have sent copies of both my order submission and rebate submission to the proper authorities as support for the legitimacy of my claim. And they tried to prevent me from voicing my complaint by accusing me of libel [sic].

Their denial emails are irrelevent at this point, as my claim is based on their negligent and misleading website design.

Simply put, they advertised a rebate on their website, they made no disclaimers that telephone orders were not accepted, they misled customers by placing the Green Mountain Coffee Roasters logo at the top of every Keurig/K-cup page located on their website (including their Home screen), and then they direct consumers to an order page with a customer service telephone number but fail to notify consumers that by contacting that number they are voiding their rebate.

They even admit that their website has been subsequently altered to avoid this situation in the future. I am aware of their website revisions, as my complaint was the catalyst for change (although I fortunately captured their page layout both before and after their revision as evidence). Regardless, this does not excuse them from causing this situation in the first place.

Instead of owning up to their negligent website design, Java Queen International has taken it upon themselves to deny a rebate for a purchase that was made in good faith with the information that they supplied at their website. They need to honor the $10 rebate and properly redesign their website to avoid consumer misdirection (unless it is more profitable for them to be vague).

JavaQueen has conveniently provided dates of emails sent to me, but I vehemently deny that I received those denials (as evidenced by the content of my follow-up emails in September and October). They have even gone so far as to accuse me of fraud by trying to obtain a rebate that I found after I made my purchase. I have sent copies of both my order submission and rebate submission to the proper authorities as support for the legitimacy of my claim. And they tried to prevent me from voicing my complaint by accusing me of libel [sic].

Their denial emails are irrelevent at this point, as my claim is based on their negligent and misleading website design.

Simply put, they advertised a rebate on their website, they made no disclaimers that telephone orders were not accepted, they misled customers by placing the Green Mountain Coffee Roasters logo at the top of every Keurig/K-cup page located on their website (including their Home screen), and then they direct consumers to an order page with a customer service telephone number but fail to notify consumers that by contacting that number they are voiding their rebate.

They even admit that their website has been subsequently altered to avoid this situation in the future. I am aware of their website revisions, as my complaint was the catalyst for change (although I fortunately captured their page layout both before and after their revision as evidence). Regardless, this does not excuse them from causing this situation in the first place.

Instead of owning up to their negligent website design, Java Queen International has taken it upon themselves to deny a rebate for a purchase that was made in good faith with the information that they supplied at their website. They need to honor the $10 rebate and properly redesign their website to avoid consumer misdirection (unless it is more profitable for them to be vague).

JavaQueen has conveniently provided dates of emails sent to me, but I vehemently deny that I received those denials (as evidenced by the content of my follow-up emails in September and October). They have even gone so far as to accuse me of fraud by trying to obtain a rebate that I found after I made my purchase. I have sent copies of both my order submission and rebate submission to the proper authorities as support for the legitimacy of my claim. And they tried to prevent me from voicing my complaint by accusing me of libel [sic].

Their denial emails are irrelevent at this point, as my claim is based on their negligent and misleading website design.

Simply put, they advertised a rebate on their website, they made no disclaimers that telephone orders were not accepted, they misled customers by placing the Green Mountain Coffee Roasters logo at the top of every Keurig/K-cup page located on their website (including their Home screen), and then they direct consumers to an order page with a customer service telephone number but fail to notify consumers that by contacting that number they are voiding their rebate.

They even admit that their website has been subsequently altered to avoid this situation in the future. I am aware of their website revisions, as my complaint was the catalyst for change (although I fortunately captured their page layout both before and after their revision as evidence). Regardless, this does not excuse them from causing this situation in the first place.

Instead of owning up to their negligent website design, Java Queen International has taken it upon themselves to deny a rebate for a purchase that was made in good faith with the information that they supplied at their website. They need to honor the $10 rebate and properly redesign their website to avoid consumer misdirection (unless it is more profitable for them to be vague).

JavaQueen has conveniently provided dates of emails sent to me, but I vehemently deny that I received those denials (as evidenced by the content of my follow-up emails in September and October). They have even gone so far as to accuse me of fraud by trying to obtain a rebate that I found after I made my purchase. I have sent copies of both my order submission and rebate submission to the proper authorities as support for the legitimacy of my claim. And they tried to prevent me from voicing my complaint by accusing me of libel [sic].

Their denial emails are irrelevent at this point, as my claim is based on their negligent and misleading website design.

Simply put, they advertised a rebate on their website, they made no disclaimers that telephone orders were not accepted, they misled customers by placing the Green Mountain Coffee Roasters logo at the top of every Keurig/K-cup page located on their website (including their Home screen), and then they direct consumers to an order page with a customer service telephone number but fail to notify consumers that by contacting that number they are voiding their rebate.

They even admit that their website has been subsequently altered to avoid this situation in the future. I am aware of their website revisions, as my complaint was the catalyst for change (although I fortunately captured their page layout both before and after their revision as evidence). Regardless, this does not excuse them from causing this situation in the first place.

Instead of owning up to their negligent website design, Java Queen International has taken it upon themselves to deny a rebate for a purchase that was made in good faith with the information that they supplied at their website. They need to honor the $10 rebate and properly redesign their website to avoid consumer misdirection (unless it is more profitable for them to be vague).

Email records at Java Queen International are able to prove that an email was sent to Heather Maloney in response to her application for and inquiry about a rebate for a Keurig Coffee Maker. The first was sent on Saturday, August 25, 2007 @ 3:58 pm and the second on Friday, September 21, 2007 @ 11:09 am contrary to Ms. Maloney's claims that she was not notified of her ineligibility for the rebate from Java Queen International until November.

If Ms. Maloney's intent was to return the coffee maker if she didn't receive the rebate, she had sufficient notice by Java Queen International to do so.

JavaQueen International would like for you to believe that they contacted me 2 weeks after my purchase to let me know I was ineligible for the rebate. This statement is patently false.

If they had contacted me and informed me of the denial of my rebate, this whole situation could have been rectified with my return of the coffee maker and subsequent purchase elsewhere. BUT THEY NEVER CONTACTED ME IN AUGUST. As a matter of fact, not only did they not contact me in August, they also never responded to my email requesting the rebate status in September. I contacted them again at the end of the following month and was finally told:

1) My rebate would be processed when they got back to town, then

2) My rebate had been declined because I placed my order via telephone (when I pointed out that their website did not inform people that they had to submit a web order, they conveniently decided to add the proper disclaimer within the next 2 hours - although I captured a screen shot of how the website originally appeared), and finally

3) My rebate had been declined because I did not order through them and they weren't sure how I placed my order through GMCR (Well, it's very easy to see how I placed my order through GMCR, because they have GMCR's logo plastered all over their website, plus they SENT me to the order page that had the customer service telephone number located prominently on the order page. Nowhere did they inform me that I was leaving their site.).

I reiterate: their misplanned and misleading website is not my problem. They failed to stipulate that telephone orders were not accepted, and they failed to warn consumers that they were being directed to a whole other company to place their order. Then they failed to inform me of my rebate status until it was too late to take my money elsewhere.

On August 9, 2007 Java Queen International (JQI) received an email from Heather Maloney requesting a rebate for a Keurig coffee maker that she purchased. On the same day JQI responded to Ms. Maloney's request stating We are verifying that your order went through one of our websites. Once that process has been completed we will send you your $10 Rebate.

JQI is an affiliate marketer of Green Mountain Coffee Roasters (GMCR) and receives sales commissions only for online sales referred from our websites. Upon clicking the links on JQI websites for a Keurig coffee maker, the online shopper leaves the JQI site and is taken to the GMCR website, clearly indicated by the browser url on their computer as well as the appearance of the website. The url GreenMountainCoffee.com is not owned or operated by JQI.

Sales are tracked online as to the referral source and commissions are paid to JQI for sales. The rebate offered to customers of JQI is 25% of the commissions being paid by GMCR to their affiliates and has always been clearly stated that it may take 90 days to process to avoid transaction reversals after rebates are paid.

On August 21, 2007 it was determined from GMCR that Ms. Maloney's order was placed over the telephone through GMCR and she was notified that she was not entitled to the rebate as she ordered her coffee maker over the telephone through GMCR.

Ms. Maloney's October 31st email reached us while we were out of the country on a business trip. Not having access to files or records, we indicated that we would contact her as soon as we returned to the office.

When we returned and the files were checked, we contacted Ms. Maloney to reiterate that she was not eligible for the rebate because she placed the order over the phone with GMCR.

As Ms. Maloney's copy of the web page indicates, the rebate page stated, "Get A $10 Rebate From Java Queen International When You Buy Your Keurig One Cup Coffeemaker From Us. Just Send Us A Copy Of Your Invoice / Receipt Dated Between July 19, and December 31, 2007 or All Of The Required Information For Validation Of Purchase From Java Queen International. Changes were made to the JQI rebate web pages to more succinctly identify the qualifications for the rebate in an effort to avoid misunderstandings like Ms. Maloney's, although hers is the only request that has not qualified for the rebate.

Java Queen International is more than willing to pay the rebate for our customers' qualified purchases.