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Responses to questions emerged in our customer satisfaction survey

Reading time: 11 mins.

Grey elliplse
Dec 1, 2024

This FAQ contains the answers to the most common questions raised by users in our customer satisfaction survey. It is updated regularly to address emerging questions and reflect improvements to the BOTTLEBANK program. Thank you for helping us build a more sustainable future!

 

 

1.    What is BOTTLEBANK, and how does it work?

BOTTLEBANK is a convenient, mobile recycling program designed to simplify the redemption of California Redemption Value (CRV) deposits. Using theBOTTLEBANK CA app and pre-purchased blue bags, you can drop off your recyclables at designated locations and receive electronic refunds directly to your account.

 

2.    Why do I need to purchase specific blue bags for BOTTLEBANK?

The blue bags are specially designed to streamline the recycling process, ensuring accurate sorting and refunding. They are embedded with special technology that allows Californians for the first time to deposit all their bottles and cans in one bag, rather than processing bottles and cans one by one. However, we understand concerns about their cost and availability and are actively exploring ways to make bags more affordable and accessible.

 

3.    Why does BOTTLEBANK use a weight-based system instead of counting each container?

Switching to a weight-based system helps process recyclables faster. However, we’ve heard your feedback about perceived discrepancies in refunds. BOTTLEBANK is working on reinstating a count-based option and will update customers once it is approved and implemented.

 

4.    Why are there fees for money transfers?

These fees are set by third-party payment processors – not BOTTLEBANK – and are similar to the fees many retailers charge when you use your bank card. We are committed to transparency and are exploring ways to minimize fees to make recycling more accessible for everyone. 

 

5.    Why is there a processing fee?

We don’t like fees either. That’s why, in response to your feedback, we are waiving any new processing fees in 2025! We are on a mission to make recycling accessible to everyone and put more money back in your pockets. 

 

6.    What can I do if my refund doesn’t seem accurate?

If you feel your refund is incorrect, please contact our customer support team through the BOTTLEBANK app. We’re also investigating refund discrepancies and working on comparison statistics to improve accuracy.

 

7.    Why do staff double-bag recyclables at drop-off locations?

BOTTLEBANK is at the forefront of innovation in recycling. During a short period, we needed to test new bag technologies to make recycling easier and ensure they met our stringent quality standards, which required a limited amount of double-bagging to process counts and refunds accurately. We acknowledge concerns about increased plastic use and are working on alternatives, including more durable or reusable bags.

 

8.    How can I find the nearest drop-off location and hours of operation?

Our website locator has a filter by service option to find a full list of current locations. You can also filter location by day and time to help you plan your drop-offs more conveniently.

 

9.    Can I use my own bags instead of purchasing BOTTLEBANK bags?

Currently, BOTTLEBANK requires blue bags that use advanced RFID technology –empowering our customers to deposit all their bottles and cans at once rather than the old method of turning in each can or bottle individually. However, we are exploring options for allowing personal bags with barcoded labels, providing a more cost-effective and flexible solution.

 

10. Why aren’t more locations available, or why are hours limited?

Operating hours and locations are based on demand, operational resources, and our retail partners’ preferences for hours and availability. We’re working toexpand hours, add weekend availability, and bring more locations online tobetter serve customers. We invite you to join us in asking your favourite retailer to have BOTTLEBANK open longer or host a new location – we’re eager to better serve you.

 

11. How does BOTTLEBANK contribute to environmental sustainability?

BOTTLEBANK keeps millions of containers out of landfills by encouraging recycling through a convenient platform. We’re actively exploring ways to reduce plastic in our own operations to more quickly meet our sustainability goals

 

12. How can I provide additional feedback or suggestions?

We value your input! Please complete our survey, use the feedback feature in the BOTTLEBANK app, or contact our customer service team. Your suggestions directly influence improvements to the program.

 

13. Is BOTTLEBANK planning to expand outside San Francisco?

Yes, we’re actively exploring opportunities to expand to additional cities. Stay tuned for updates as we work toward bringingBOTTLEBANK to more communities.

 

14. Where can I buy BOTTLEBANK bags?

BOTTLEBANK bags are available at participating locations like Safeway andGrocery Outlet. Our website locator has a filter by service option to find a full list of current retailers. We are also working on making bags available for purchase directly at drop-off locations for added convenience.

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