Complaint: ***Just to clarify claim details and help the provider to investigate the issue further with the merchant.$amount being disputed (out of $total purchase amount) on the claim is reflecting current balance on (two) cards, specifically:Card: ***Original balance: $181.25Current balance: $130.84Card:***Original balance: $105.70Current balance: $(two) cards below which were also part of the order currently have zero balance and I have no claims about it.Card:***Original balance: $73.45Current balance: $(zero)Card: ***Original balance: $225.94Current balance: $(zero)Hope this helps to clarify the claim.Thanks
We apologize for the inconvenience this has causeWe answer emails in the order they are sent to us, sending multiple emails from the same customer may affect the position of the request in our queueAccording to our record a check payment was sent on 03/12/USPS estimates will take 3-
business days to reach its destination.If you have any questions feel free to contact us at ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)Cardpool simply repeats the same message over and over and fails to answer the questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***I am rejecting this response because I attempted to use the gift card in December and was told by the Pottery Barn store associate that could not be used as the card was denominated in Canadian Dollars and could only be redeemed in Canada
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/05/19) */
We apologize for any inconvenience this has causedDue to the ***'s new user status, they must complete the one time verification processThis is an additional step taken to ensure all of our ***'s information is safe and secure
Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that processAccording to our current policy and website, it states that "An email containing your personalized link will typically be sent within business dayIn some cases we may ask for additional verification and your order will remain pending until we receive all the necessary information requested." We called the *** for verification but a voice mailbox was not set up and an email was sent to contact us back at their convenienceOnce we received the customers voicemail requesting to cancel their order, a refund was issued within hoursThe refund should be reflected in their account by now and if any issues arise we have provided the bank reference number #XXXXXXXXXXWe fully updated the *** throughout the process and followed through with her refund as requestedPlease feel free to contact us at *** @cardpool.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a full refund for my gift card, however, it was not within hours as claimed by the companyAlso, I was never contacted by the company, aside from the verification email, which I completed the same day I received itI called times and was sent to voicemail each time before finally reaching someone who asked for additional verification even though I had completed this via their verification emailI understand the requirement for verification, but I do not think I need to answer the same questions both by email and phone before my order can be processedTo me, this just seems like a poorly organized companyI did appreciate that they were willing to refund my full purchase price and did so within a reasonable amount of time
Complaint: ***
I am rejecting this response because: this is the exact same response that I received from Cardpool before so my reasoning for rejecting the response is the same as beforeI would refer to my prior comments for more detail but in short the company needs to be more cognizant of letting customers know of their second review and potential to decline previously accepted cards in advance of accepting their cards and asking for them to be mailed; as previously stated this was not made aware until after the factSecondly, of course I can appreciate the security measures in place but the fact remains that the cards were legitimate in which no fraud was committed which makes the measures they've taken unnecessary; literally nothing changedIt's not complicated-- make your customers aware that you may reject their cards after they've been accepted online and mailed to you BEFORE they actually mail them in so they're aware of the potential outcomesBetter yet, enhance your online system to complete your process for you; if the cards are valid and have a balance, when received this would not be an issue. Hiding the information in the Terms in Guidelines is not an effective means of doing good business as this is a key factor when deciding to send a card to your company; it should be openly noted during the process that this can happen and the online process is not an acceptance. While researching the selling process on the website, this information was a nowhere to be found; it's not even in the acceptance email l I received from the company asking me to mail the cardsWhile it is common knowledge the cards would have to be reviewed for legitimacy, if the cards are in fact valid such as in my case, it does not make sense to decline them and not provide any information on whyDoes an explanation change their guidelines, no but it would enhance their customer service and provide customers an explanation which most would think is rightfully owed. The responses I keep getting seem to set the appearance that they are protecting consumers when in fact that is not what occurred in my situation, who is the company protecting by selling valid cards? Furthermore why take customer's credit card information as safeguard if it's not intended to be used when fraud occurs? I was not charged which further shows no fraud was committed on my partSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/23) */
The *** first contacted us on June and our *** team responded back within the same dayThe *** initially placed the order on May 30th and their order was processed and shipped the following business day on June 1stWe rely on
USPS to handle all our shipping and wish we had more control over the mail once it has left our processing centerTo not delay the process any longer we made an exception and provided the *** with PDF copies of their gift cards that they can print from homeWe contacted the ***, updated the ***, and provided all the necessary informationTo make up for delay we provided them with a complementary Cardpool gift card for the inconvenienceIf you have any additional questions or concerns, please feel free to contact us at ***@cardpool.com
We apologize for the inconvenience this has causeOur risk department determined that this customer's gift card was not acceptableUnfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessmentIf you have any additional questions or concerns,
please feel free to contact us at *** ***.It is important to take note that the rejection of a transaction is not an indication that future transactions will be cancelled, so please feel free to submit a new transaction through the Cardpool website if you are still interested in selling your unwanted gift cards
Complaint: ***I am rejecting this response because: I paid for an electronic gift card and the gift card is not accepted by the merchant I often to return the electronic gift card with full value to Cardpool but Cardpool refuses to refund my money because its an electronic gift card Why is Cardpool selling an electronic gift card which they are fully aware is not being accepted by this particular merchant? I just want to return the card with full value and get a refund because its worthless sinse merchant will not accept it Sincerely,*** ***
Thanks so much for bringing this issue to our attentionWe truly apologize about the problems and inconvenience you experienced with the Dunkin’ Donuts gift cardYou should have received an email from us on 01/17/containing details about a refund for your order
If you have any questions
or concerns please feel free to contact us at ***@cardpool.com
Initial Business Response /* (1000, 8, 2015/07/06) */
The *** placed an order with us on June We called the *** for verification and left a message on June
This is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers
welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that process
On June 25, after days of no response from the *** we cancelled their order and issued them a full refund which should be reflected in their accountIf you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
Initial Business Response /* (1000, 6, 2015/08/23) */
According to our records, there were changes made to your account which called for additional verificationThis is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers welcome the
protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that process
It appears the *** placed an order on 7/and on the same day they requested to cancel their orderAfter the charge was settled we were able to issue a full refund to the *** on 8/The refund will take a few business days to appear on their credit card statementThe exact timeframe depends on the bank or credit card company's processesThe *** should have received their refund by now
If you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the refund, but I maintain that if they needed to take additional verification steps, which were not completed, I never should have been charged to begin withIf they couldn't verify the credit card purchase why did they charge meAnd if they were going to charge me, then why require the verification step prior to providing the item that was to have been purchased? Their logic is illogical to say the least
Complaint: ***I am rejecting this response because:
I want a full refund. None of the gift cards work
Below are the gift card numbers and the amount of the gift cards
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Thank you
*** ***Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/05/05) */
The *** created a transaction on April 10, The gift information the *** provides is for the purpose of providing a quote and not for verification as stated in the confirmation emailUpon receipt of the envelope we noticed that
the $Darden gift card is missing and the reported $Target gift card was actually a *** Tuesday gift card with a zero balanceWe have contacted *** Tuesday and they have given us the transaction history on your *** Tuesday gift cardThe *** Tuesday gift card was activated on 5/30/2006, Card was used for a purchase on 10/21/for $at *** Tuesday Store *** Address *** S *** ** *** GA XXXXXOn 11/a service fee was charged to the gift card for no usage for $On 12/15/a service fee was charged for no usage for $which was the remaining balance of the gift cardWe reported our findings with the *** and other options as mention in the emailWe are still in compliance with our terms and agreement in we provided up to date information throughout the transaction process, verified the gift card balances with the merchant, and returned the gift cards in the condition we received them
Initial Business Response /* (1000, 5, 2015/08/23) */
The *** contacted Cardpool on occasions 7/and 7/requesting gift card infoFor security reasons we are only able to provide sensitive gift card information to the email address associated to the accountThe *** requested gift
card information through a different email address not associated to their accountWe notified the *** to reply back using the correct email address so we can further assist themWe have not heard from them since and assumed the issue was resolved
If you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
According to the terms of our Purchase Guarantee Program, which are available at https://www.***, we are unfortunately unable to accept returns or exchanges on our electronic gift cards Since you are already in possession of the card numbers and they still have value, we hope you can understand why we have to stick to this policy If you have any other questions or concerns, please feel welcome to contact us again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/06) */
The *** placed an order with us on June We called the *** for verification and left an email on June We were able to get in touch with the *** on June for a phone verificationSoon after the verification their order
was processed and delivered via email
This is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that processIf you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
Complaint: ***Just to clarify claim details and help the provider to investigate the issue further with the merchant.$amount being disputed (out of $total purchase amount) on the claim is reflecting current balance on (two) cards, specifically:Card: ***Original balance: $181.25Current balance: $130.84Card:***Original balance: $105.70Current balance: $(two) cards below which were also part of the order currently have zero balance and I have no claims about it.Card:***Original balance: $73.45Current balance: $(zero)Card: ***Original balance: $225.94Current balance: $(zero)Hope this helps to clarify the claim.Thanks
We apologize for the inconvenience this has causeWe answer emails in the order they are sent to us, sending multiple emails from the same customer may affect the position of the request in our queueAccording to our record a check payment was sent on 03/12/USPS estimates will take 3-
business days to reach its destination.If you have any questions feel free to contact us at ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
(The consumer indicated he/she DID NOT accept the response from the business.)Cardpool simply repeats the same message over and over and fails to answer the questions
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***I am rejecting this response because I attempted to use the gift card in December and was told by the Pottery Barn store associate that could not be used as the card was denominated in Canadian Dollars and could only be redeemed in Canada
Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/05/19) */
We apologize for any inconvenience this has causedDue to the ***'s new user status, they must complete the one time verification processThis is an additional step taken to ensure all of our ***'s information is safe and secure
Many of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that processAccording to our current policy and website, it states that "An email containing your personalized link will typically be sent within business dayIn some cases we may ask for additional verification and your order will remain pending until we receive all the necessary information requested." We called the *** for verification but a voice mailbox was not set up and an email was sent to contact us back at their convenienceOnce we received the customers voicemail requesting to cancel their order, a refund was issued within hoursThe refund should be reflected in their account by now and if any issues arise we have provided the bank reference number #XXXXXXXXXXWe fully updated the *** throughout the process and followed through with her refund as requestedPlease feel free to contact us at *** @cardpool.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive a full refund for my gift card, however, it was not within hours as claimed by the companyAlso, I was never contacted by the company, aside from the verification email, which I completed the same day I received itI called times and was sent to voicemail each time before finally reaching someone who asked for additional verification even though I had completed this via their verification emailI understand the requirement for verification, but I do not think I need to answer the same questions both by email and phone before my order can be processedTo me, this just seems like a poorly organized companyI did appreciate that they were willing to refund my full purchase price and did so within a reasonable amount of time
Complaint: ***
I am rejecting this response because: this is the exact same response that I received from Cardpool before so my reasoning for rejecting the response is the same as beforeI would refer to my prior comments for more detail but in short the company needs to be more cognizant of letting customers know of their second review and potential to decline previously accepted cards in advance of accepting their cards and asking for them to be mailed; as previously stated this was not made aware until after the factSecondly, of course I can appreciate the security measures in place but the fact remains that the cards were legitimate in which no fraud was committed which makes the measures they've taken unnecessary; literally nothing changedIt's not complicated-- make your customers aware that you may reject their cards after they've been accepted online and mailed to you BEFORE they actually mail them in so they're aware of the potential outcomesBetter yet, enhance your online system to complete your process for you; if the cards are valid and have a balance, when received this would not be an issue. Hiding the information in the Terms in Guidelines is not an effective means of doing good business as this is a key factor when deciding to send a card to your company; it should be openly noted during the process that this can happen and the online process is not an acceptance. While researching the selling process on the website, this information was a nowhere to be found; it's not even in the acceptance email l I received from the company asking me to mail the cardsWhile it is common knowledge the cards would have to be reviewed for legitimacy, if the cards are in fact valid such as in my case, it does not make sense to decline them and not provide any information on whyDoes an explanation change their guidelines, no but it would enhance their customer service and provide customers an explanation which most would think is rightfully owed. The responses I keep getting seem to set the appearance that they are protecting consumers when in fact that is not what occurred in my situation, who is the company protecting by selling valid cards? Furthermore why take customer's credit card information as safeguard if it's not intended to be used when fraud occurs? I was not charged which further shows no fraud was committed on my partSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/06/23) */
The *** first contacted us on June and our *** team responded back within the same dayThe *** initially placed the order on May 30th and their order was processed and shipped the following business day on June 1stWe rely on
USPS to handle all our shipping and wish we had more control over the mail once it has left our processing centerTo not delay the process any longer we made an exception and provided the *** with PDF copies of their gift cards that they can print from homeWe contacted the ***, updated the ***, and provided all the necessary informationTo make up for delay we provided them with a complementary Cardpool gift card for the inconvenienceIf you have any additional questions or concerns, please feel free to contact us at ***@cardpool.com
We apologize for the inconvenience this has causeOur risk department determined that this customer's gift card was not acceptableUnfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessmentIf you have any additional questions or concerns,
please feel free to contact us at *** ***.It is important to take note that the rejection of a transaction is not an indication that future transactions will be cancelled, so please feel free to submit a new transaction through the Cardpool website if you are still interested in selling your unwanted gift cards
Complaint: ***I am rejecting this response because: I paid for an electronic gift card and the gift card is not accepted by the merchant I often to return the electronic gift card with full value to Cardpool but Cardpool refuses to refund my money because its an electronic gift card Why is Cardpool selling an electronic gift card which they are fully aware is not being accepted by this particular merchant? I just want to return the card with full value and get a refund because its worthless sinse merchant will not accept it Sincerely,*** ***
Thanks so much for bringing this issue to our attentionWe truly apologize about the problems and inconvenience you experienced with the Dunkin’ Donuts gift cardYou should have received an email from us on 01/17/containing details about a refund for your order
If you have any questions
or concerns please feel free to contact us at ***@cardpool.com
Initial Business Response /* (1000, 8, 2015/07/06) */
The *** placed an order with us on June We called the *** for verification and left a message on June
This is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers
welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that process
On June 25, after days of no response from the *** we cancelled their order and issued them a full refund which should be reflected in their accountIf you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
Initial Business Response /* (1000, 6, 2015/08/23) */
According to our records, there were changes made to your account which called for additional verificationThis is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers welcome the
protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that process
It appears the *** placed an order on 7/and on the same day they requested to cancel their orderAfter the charge was settled we were able to issue a full refund to the *** on 8/The refund will take a few business days to appear on their credit card statementThe exact timeframe depends on the bank or credit card company's processesThe *** should have received their refund by now
If you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive the refund, but I maintain that if they needed to take additional verification steps, which were not completed, I never should have been charged to begin withIf they couldn't verify the credit card purchase why did they charge meAnd if they were going to charge me, then why require the verification step prior to providing the item that was to have been purchased? Their logic is illogical to say the least
Complaint: ***I am rejecting this response because:
I want a full refund. None of the gift cards work
Below are the gift card numbers and the amount of the gift cards
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Gift Card Number: *** - amount $
Thank you
*** ***Sincerely,*** ***
Initial Business Response /* (1000, 5, 2015/05/05) */
The *** created a transaction on April 10, The gift information the *** provides is for the purpose of providing a quote and not for verification as stated in the confirmation emailUpon receipt of the envelope we noticed that
the $Darden gift card is missing and the reported $Target gift card was actually a *** Tuesday gift card with a zero balanceWe have contacted *** Tuesday and they have given us the transaction history on your *** Tuesday gift cardThe *** Tuesday gift card was activated on 5/30/2006, Card was used for a purchase on 10/21/for $at *** Tuesday Store *** Address *** S *** ** *** GA XXXXXOn 11/a service fee was charged to the gift card for no usage for $On 12/15/a service fee was charged for no usage for $which was the remaining balance of the gift cardWe reported our findings with the *** and other options as mention in the emailWe are still in compliance with our terms and agreement in we provided up to date information throughout the transaction process, verified the gift card balances with the merchant, and returned the gift cards in the condition we received them
Initial Business Response /* (1000, 5, 2015/08/23) */
The *** contacted Cardpool on occasions 7/and 7/requesting gift card infoFor security reasons we are only able to provide sensitive gift card information to the email address associated to the accountThe *** requested gift
card information through a different email address not associated to their accountWe notified the *** to reply back using the correct email address so we can further assist themWe have not heard from them since and assumed the issue was resolved
If you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com
According to the terms of our Purchase Guarantee Program, which are available at https://www.***, we are unfortunately unable to accept returns or exchanges on our electronic gift cards Since you are already in possession of the card numbers and they still have value, we hope you can understand why we have to stick to this policy If you have any other questions or concerns, please feel welcome to contact us again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/06) */
The *** placed an order with us on June We called the *** for verification and left an email on June We were able to get in touch with the *** on June for a phone verificationSoon after the verification their order
was processed and delivered via email
This is an additional step taken to ensure all of our ***'s information is safe and secureMany of our customers welcome the protection and peace of mind they receive from our verification process, which we undertake for the buyer's protectionWe take our customers' security very seriously and our phone calls are an important part of that processIf you have any questions or concerns, please don't hesitate to contact us at ***@cardpool.com