Leave a Review SmartRewards by EG America
Pure insanity
My entire family has been using the Smart Pay Rewards app for gas purchases for nearly 5 years I believe. Also recommended it to numerous friends. All was fine until someone decided to improve the new and “improved app”. No one that I know has been able to get the app to work. Personally, I have made more than 10 calls to a myriad of tel #s and it has been a comedy of errors. End result is it still does not work. I was told 2 weeks ago to abandon the app and visit a store and get a smart pay rewards app card and use that instead of the app. Had to visit 6 stores before I was able to locate one. Called the # on the back of the card to activate the card and was told I didn’t have a account with them. Finally called one of the numerous #s I have collected over the past 2 months and after 10 mins was told the card was activated. Not a lot of faith in that statement. Can’t possibly imagine who built the new app but Cumberland farms is taking a huge hit in this one. Was one of the fastest growing gas station in my area and most people I know have abandoned them. What a horror show this is.Show lessFVAlb
This new app is awful and I won't be using it
The previous app worked pretty good. I could get gas and buy things in the store with little to no friction and it also provided me with easy to use and see discount, coupons, and benefits. The new app is nothing but frustration. Many days in a row it won't let me purchase things in the store, it won't do two-step authentication for $1.50 coffee. Jokes on you guys, without the convenience I won't be stopping anymore. You royally screwed up your small group deployment testing before rolling out wide. You missed all this user friction. Go fix it or you're going to fail more than you have. It's pretty clear that whatever was the driving force to roll out a new app is probably money saving for cumbys because I cannot see anything functionally better about the customer experience. It's one large step backwards. Cheers to a short term gain on your p&l tho I'm sure. Lucky for you guys software updates are thing.Show lessIamjacksbrain
Updates are horrible.
Since the changing of the app and the updates, I have literally not been able to use the app to pump gas at a Cumberland Farms. I have tried their customer service number and had all my information verified and my passwords and pins updated, which was supposed to fix the issue with the new app download. Quite frankly, I’m horrified that these are called updates. The app was so easy to use and worked every time before it was updated to a now in inconsistent app.
Response and update. The developers responded to me that they were working on issues and changes were or will be made. So I gave the app another try. Deleted all aspects of the app prior, created a brand new profile. New email. Entered date of birth, license and uploaded payment bank information. Zip line replied and I was all set to use! Stopped to buy gas today. PAYMENT WOULD NOT WORK! Went in to store. Lovely clerk tried to pay by app. Nope. You could see my bank info was in there and I had received the confirmation of bank info connected and yet……once again, I had to use credit card at pump and NO discount. I’m done. Fix the app. Don’t fix it. I’m deleting all my data once again and downloading the Mobil app. If you’re smart, you will too.Show lessPipersmaxgarf
Developer Response
We are sorry for your negative experience. We're working through some bugs and hope you'll find future app versions have improved your experience. Thank you for sticking with us along the way.Why something that isn’t broke
Why change your app when it wasn’t broken to begin with? I have had and used the app from the start! It was user friendly and very convenient as I did want to swipe my card at the pump! I have well over 600$ that I saved using it!
About 6 months ago the old app literally stopped working and I had to change the password words a few times to get it up and running!
Though now the overhaul for no reason is crazy! It isn’t user friendly and it is convenient like it was!
I assume there was a breach in the security along the way and instead of informing the users, you dropped all our passwords! Though I am guessing that didn’t work and this is what we are left with! You taught your employees with what I am betting a lengthy lecture on the ins and outs of the app! It turns out that you pay them little and they know it! Plus they are IT and you shouldn’t make your users IT people!
Get it together and do better!Show lessLillyintheater1
Developer Response
We are sorry for your negative experience. Our team has been actively working on app fixes and performance issues. We hope you will give us another chance as the new rewards program is meant to provide more flexibility and savings. Please be on the lookout and update to the latest version for a better experience. Thank you for your patience!App no longer works
Biggest issue I have is that when the app does work, I no longer receive any discount on my gas per gallon. Never had this issue prior to the update and is the most frustrating. What’s the point now? Usually though, the app stalls on a screen saying “Validating” while waiting at the pump to be authorized to proceed… This is so confusing for the customer and leaves many not knowing if the app is working as intended or not. (I don’t want to risk pumping gas and driving off only to get arrested over a broken application not processing my sincerest intention to pay for gas.) As a UI/UX designer in my profession, the SmartRewards developer did not do a good enough job exploring the app’s functionality from the customer perspective and needs to re-evaluate this to improve the experience immediately. (The ambiguity is overwhelming and I would be fired from my job for releasing this type of broken experience to market. This is a great example of what happens when a company either used an internal and inexperienced designer to handle a major application update, or decides to go with the cheapest outside service available to create their app and test—usually from overseas—just to save on cost. TLDR: since the update, the app has become useless and now there’s ZERO point to visit Cumberland Farms for gas.Show lessJJstar
Developer Response
Thank you for our feedback. The new rewards program is meant to be more flexible as you can earn points and redeem rewards both in store and on fuel, and we're working on more offers and rewards to ensure a smooth transition. As for your bank account number, we encrypt your actual account number so that it is not visible. Can you please check your account again? If you continue to encounter an issue, please email us at SmartRewards@eg-america.com or call us at 1-800-225-9702 so we can help troubleshoot.When the app works, it’s great.
Sadly after waiting 10 mins for the app to open after updating took seconds, i went elsewhere. I love the savings but the app is often awful; constantly asks me to sign in again and then tells me the password is wrong even though it’s saved to my phone. PLEASE FIX THE BUGS…because clearly it has not been fixed! Losing money every time loyal customers have to go somewhere else where the app works!
UPDATE-after my review asking for actual bug fixes, I was emailed to try again. Sadly, it took 3 mins to sign in bc it wasn’t taking my pin or Face ID (bug clearly not fixed) and another 15 mins for the app to pull up a location - what’s the point of this map, let us just type in the store number when you have stores in bad cell spots. Then the machine had no receipt papers. Transaction took another 8 mins to come up on the app. Fixes need to be tested before they’re rolled out. Honestly loved this app for 8 years, now not so much. I’ll give it one more try and if not, I’m going elsewhere.Show lessJLA NY
Developer Response
We apologize for the negative experience and are actively working on improving our app performance and user experience. We hope that you will give our new app and rewards program another chance as it is meant to provide more flexibility and savings to our customers. We value you as our long-time customer and appreciate your feedback and patience!Completely useless since update
Use to be a great app until some idiot who gets paid way to much for his job decided to fix things that weren’t broken and update the app and changed everything about it. The app is way more complicated and confusing to use now, that is when you can get it to actually work. Since the update it has been nothing but problems. The app barely works. It’ll open but you can’t do anything with it when it comes to trying to get gas with it. It won’t start the pump or do anything you go through everything and instead of setting the pump it either says unkown error or does nothing. Paying in the store for things is no better. I’ve only gotten it to work once paying for things inside the store and even that time had to try 10 different times. The app after the update decided to ad some credit card that’s not mine and I’ve never seen before as my payment method and I can’t get rid of it and had to call to try and fix it, still have that card on there but had to connect my bank account to be able to pay they said, well it still doesn’t work besides the one time it did. I’ve called multiple times and still nothing but issues. They need to fire who ever made the decision to update the app along with everyone who worked on the update because all they did was break something that worked perfectly fine and make it a lot more complicated to navigate and completely useless.Show lessMattyamaha
Developer Response
We apologize for the negative experience and are actively working on improving our app performance and user experience. We hope that you will give our new app and rewards program another chance as it is meant to provide more flexibility and savings to our customers. We value you as our customer and appreciate your feedback and patience!New App stinks even after bug fixes
To whom it may concern,
The new app that downloaded to my phone is horrendous! I joined Smart Rewards years ago and the app worked excellent and I never have had an issue. Since the new app was downloaded a few weeks ago, it has yet to function correctly. It is clunky, does not work properly, can't seem to see the pumps etc. All since the new download.
I have stated this within the stores I have gone to, Attleboro, Hopkinton, Westboro. All attendants say to me that they been hearing this from all their customers. Why is nothing being done about this?
This morning I went to the Hopkinton MA store by my home and the app would not work. Giving numerous errors, I had to pull out my Credit Card and pay $0.10 more a gallon because of a CF issue. I only put in enough gas to get me to my work location in Attleboro. The store on Pleasant Street would not get the pump to see the app, so I drove over to the County Street CF and finally got my app to work. I had to enter my payment details in twice to get it to work. My payment details have been in the app since you first came out with the App, but now every time I try to get gas I have to enter it in again.
Fix it or lose me. This is just not worth my time. Usually Apps get better with time, CF did the exact opposite and have yet to acknowledge it.
Sorry for the rant, but this is just bad service to loyal customers trying to get gas.Show lessKeeptalkin
Developer Response
Thank you for being such a long-time and loyal customer. We apologize for the negative experience and are actively working on improving our app performance and user experience. We hope that you will give our new app and rewards program another chance and keep checking back with us as it is meant to provide more flexibility and savings to our customers. We value you as our customer and appreciate your feedback and patience!Seriously? Nothing works now
Update- Cumberland app reached out. Told me how to reset my pin. that’s the whole point, isn’t it? I have tried that. Can’t even get to a person tried 3 times over 2 days and was listening to hold music for over 30 mins each time. There is no automated way - keeps giving you phone #s to call and they all go back to the same central center. If never get to a live person it’s getting cancelled.
Your new app? Is horrible.
Since the upgrade it is not working. Just clocks away. Store employees know nothing about it and could care less. Did you test it? At all? Says to enter a pin but there is no place to enter Says my login is invalid. It’s not. I reset password Twice already and it says it’s wrong Rewards are 0?? Ridiculous app layout for getting gas Will be closing my account. Says to delete payment info go to the payment info tab and hit the remove - then it says I have to call but your business that is more then happy to take my money any time tells me the hours are M-F 8-4 or something like that. In the meantime my private info is sitting there and I can’t change or remove it.Show lesspjbaet
Developer Response
We are sorry to hear you were unable to log in and apologize for any inconvenience caused. To reset your pin, please contact Zipline, our payment processor, at 1-800-210-1265. We value you as our customer, and we'd love if you can give us another shot. Please email us at SmartRewards@eg-america.com so we can make it right for you.Clerical error resulted it $40 in fees
Due to a clerical error on my end, a payment for two transactions totaling under $15 did not clear my bank and resulted in an e-mail that looked precisely like a scam, and four months later a letter in the mail from a debt collector, who was completely unwilling to remove the two $20 fees that resulted from me mistaking their very suspicious looking e-mail as a scam. I spent hours on the phone with these jokers, offered to pay what I originally spent on the spot less the fees, and also spoke with Cumberland Farms’ customer service who talked down to me as if I was a stupid child and offered no assistance. I paid these jerks nearly $55 for a hot dog and $10 in fuel to avoid damaging my good credit. Several members of my family, after looking at the e-mail that they sent and the subsequent collections letter agreed that this was very predatory. Unless someone contacts me with an apology and $40 (don’t care if it’s a store credit) I am will never again set foot in a Cumberland Farms, neither will several friends and family members who agree that this was very wrong - and I would recommend that others run the other way. Just pay by some other means and you’ll be fine.Show lessreddtekk
