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Member Support: |
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Hello, and welcome to our membership support page. Please take a moment to browse these frequently asked questions to help you enjoy your membership.
1) How do I place my requests? Red Butler offers 3 methods for you to place your concierge requests.
+ Place your requests online: Log into your account by entering your user name and password at the top right hand side of the page. Once you log in, place your mouse over the "account" image at the top of the page and click on the "Place a Request" link. When you submit your request, you can track the status of the request right from your my account page! When we fulfill your request, you will automatically receive an email confirmation. + Call by phone: You can also call us at anytime. Dial 888.BUTLER.2 (888.288.5372) and press 1 to speak to a Concierge Specialist 24/7/365. Please have your member id # available and you will be asked to verify your account using a personal piece of your profile information such as email address, phone number, etc... Telephone requests are best for fast and easy types of requests, whereas we recommend sending a more intricate request online or via email. + Send an email: You can submit your requests by our member's only email address at anytime. If you do not have this email address, please contact us to request it. The email address was included with your welcome packet depending on the type of membership you purchased. Please make sure that when you send a request by email, to include your member # in the message as well.
2) How can I track the status of my requests?: If you submitted your request online, it will automatically show up as "New" at the bottom of your account page. The status will change to "Reviewing" when someone is working on your request. Finally the status will change to "Closed" when we've responded. If you send your request by email, you will automatically receive an email confirmation. Requests that are submitted by email will not show up on your My Account page, but are emailed directly to you for your convenience. If you would like to check the status of your request or provide any updates, simply reply back to the confirmation email you received without changing the subject field of the email.
3) I've placed my request, now what happens? Let
us take it from here! Depending on the nature of your request, it
can take anywhere from 1 minute to a day or two to fulfill.
Please keep in mind that we have to rely on other stores or locations to
be open in order to obtain the information you asking us for.
4) Can I reply back when a Concierge Specialist replies to me? Absolutely. When placing an online request through our website, you can always provide us with your response. If the specialist needed clarification and the status of the request is "Answered" you can click on "post reply" next to the title of your Concierge request to provide further instructions. If the request is listed as "Closed - Solved" but you had further clarifications, please submit another request and reference back to your original request. Unless there are additional services rendered, no additional credits will be deducted. If you submit your request by email, it's also really easy to respond. You can reply back to our email response without changing the subject field of the request. Your response will automatically re-open your old request allowing us to respond to you right away.
5) Can I keep a Credit Card on file for purchases? Yes. As a matter of fact, you can keep as many credit cards on file with us as you would like. The initial credit card you utilized to purchase your membership will only be used for your monthly membership dues. To add another credit card, click on "Place a Request" and then select "Add a Credit Card" from the drop down menu. Be sure to include the credit card number, expiration date and 3 or 4 digit pin located on the card. We will then add the card to your profile and use it only with your consent and permission prior to any purchases.
6) I never heard back from a request I placed? Not typical, but let's see what might have happened. If you placed your request from your My Account page, always make sure that it shows up in your Concierge Requests area as a new Request. Sometimes, if you take too long to write your request, the system will automatically log you out for security purposes, and we never actually received your request to begin with. Another issue may be the email provider that you are using. Some email programs such as Gmail, will bundle emails into conversations. Because our emails will typically share the same subject, a new incoming email from us may bundle with an older rather than appearing as a new email. If too much time passes and you never hear back from us, just give us a call or place another request and we'll get back to you immediately.
7) What is the Red Butler membership card? If you sign up for a Red Butler membership, you will receive a personalized Red Butler membership card. The Red Butler membership card is accepted by thousands of restaurants and hotels around the world. Please be sure to show your membership card upon arrival at participating locations in order to activate the offered benefit, and also please be aware of any rules pertaining to the benefit. You can view all of our participating benefit locations by visiting www.RedButlerCard.com. If you are interested in purchasing the Red Butler card and not signing up for a concierge membership, please click here to purchase only the card. You can also access our membership card for free, by downloading the Red Butler iPhone application and click here.
8) What are Loyalty Rewards? The Loyalty Rewards program was launched in March 2010. This program adds rewards points to your account each time your membership renews. Currently, Basic members receive 2 reward points, Plus members receive 5 reward points and VIP members receive 10 reward points each month. Therefore, if you are a VIP member, after 2 months of membership you have a total of 20 reward points. Reward points are NOT your available credits, or your lifetime credit totals. Rather, they are tracked offline by membership services. In order to redeem a rewards prize, please visit the loyalty rewards page and follow the instructions. Please note that rules and terms are subject to change at anytime. Reward points will begin accumulating as of January 2010.
9) More credits were taken out of my account than I expected? For any action, search or request we will reduce your account by 1 credit. Please keep in mind and be aware of placing multiple requests within requests. Should you ask for us to find you flight options, that would be 1 request. To go ahead and book the flights on your behalf, would require another request and so on. For multiple options, we bundle them into 3 to equal 1 request. So 3 movie times would require 1 credit. 6 restaurant suggestions would require 2 credits. 8 hotel suggestions would require 3 credits and so on. Unused credits do not roll over and after a few requests you'll get the hang of how our system works. If you ever have a question about your credits, please feel free to contact us and request an adjustment.
10) Still have a few questions? We consider Red Butler to not just be a company, but an experience. We are here day and night to help improve the quality of your life, to save you time and to provide you with the most pleasant and informative experience possible. Please feel free to contact us at anytime with any questions you might have. If you would like to cancel your membership, please download the cancellation form and fax it to us by clicking here. We look forward to hearing from you and wish you a pleasant day.
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