Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received the refund through PayPal.Sincerely, *** ***
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
Yes, we received it.
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2016/01/04) */
We've confirmed in our records that your order was shipped to you on Dec 10. We ship all of our orders via USPS First Class mail, which is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery...
within that time frame. According to American Eagle the gift card was used in store in Dec 22. Could it be that you or someone in your household has had access to the gift cards and used it. We're sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we could give you a more specific delivery time frame! If you have any questions feel free to contact us at [redacted]@cardpool.com
Initial Business Response /* (1000, 5, 2015/07/01) */
According to our records you order was not placed from Washington DC and flagged an International order. We are not able to accept International orders at this time. Unfortunately due to the nature of our business, we do not currently disclose...
the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. If you have any further questions please feel free to contact us at [redacted]@cardpool.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the order was placed from Washington, DC - it is not an international location, at least in the opinion of most experts.
So this answer failed to address the two key points - 1) why they continue to use the international excuse, when it is inaccurate.
- 1b) Even if they do believe it was placed internationally, which is hard to believe, the shipping address and credit card are both in the United States. The CC is registered to me, it is located at the same address as the shipping address, and it was approved by the bank as a legitimate charge.
2) They did not respond as to why secondary screening was not engaged. The company acknowledges that some orders do require secondary screening when deemed suspicious. If they did believe this was an international or suspicious order, they should have declined it immediately or investigated by doing their secondary screening. To sit on it for 3 days after being approved by them and the credit card company, then cancel it for no legitimate reason and with no investigation, still seems like regional profiling to me. It appears that this was declined on a subjective decision made by a company representative, and they are using this proprietary risk assessment excuse to get out of disclosing their mistake. It serves as a blanket statement to cover up the fact that they do not have an objective, transparent system in place for evaluating orders.
I ask the Revdex.com to push for a more thorough and truthful answer to this to ensure all customers are treated fairly and without profile or other forms of unfair business practices.
Final Business Response /* (4000, 9, 2015/07/21) */
Our system has flagged this order as International. Our system takes into account many security factors beyond a shipping address and credit card information. A secondary screening becomes unnecessary when the initial screening has been deemed International and unacceptable. This order was rejected immediately and the refund process soon followed.
Again, we apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers from hackers, fraudsters, security breaches. If you have any further questions please feel free to contact us at [redacted]@cardpool.com.
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has still have not answered the complaint, but it's not worth continuing to challenge this. It is never a good thing when an organization declines services based on blind profiling. Hopefully the company will examine and improve its practices and policies for future customers.
Thank you for contacting Cardpool.com! We apologize for the delay and the inconvenience this is causing. Our engineering team has been hard at work fixing this issue to get these checks out to our customers. According to our records the customer was issued a check which should arrive 3-7 business...
days. Below is a screenshot of the email we have sent to the customer. As a token of apology we have also provided the customer with a complementary Cardpool gift card for their troubles. If you have any further questions feel free to contact us at [redacted]
We’re truly sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our payment center! This check must have gotten lost in the mail, we have stopped the check and issued you a replacement on 07/17/2017. If you have any...
We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. Our risk assessment team has flagged this order as risky and that we aren't able to accept the order. We have a sophisticated fraud system and dedicated fraud department to preventing identity fraud and other types of cyber crimes. If you would like more information on why we cancel orders you can read more about our terms and guidelines for purchase at[redacted] Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment process. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.
If you have any questions feel free to contact us at [redacted]
Complaint: [redacted]
I am rejecting this response because: the company (Cardpool) only reimbursed me for $68.00 of the $80.00 owed me. I also am very concerned of the many who would not, or could not contact the Revdex.com over such a scam.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for bringing this to our attention. We take our customers' security and privacy very seriously. We have escalated this issue to our risk assessment team and they have opened a
full investigation. Once we receive more information we...
will contact the [redacted]. We apologize for the inconvenience this has caused.
If you have any questions or concerns, please don't hesitate to contact us at [redacted]@cardpool.com.
We apologize for the inconvenience this has cause. Our risk department determined that this customer's gift card was not acceptable. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. The ownership of the gift cards have already...
been returned to the customer using Certified Mail. If you have any additional questions or concerns, please feel free to contact us at [redacted]
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.
We mailed your cards back on 6/27. You should expect them to arrive within 3-10 business days.
Our risk assessment team has determined that we aren't able to accept the transaction at this time. The customer’s credit card has not been charged for the order.We have a dedicated fraud department to preventing identity fraud and other types of internet crime. There are many different reasons...
as to why a transaction may be cancelled and you can read more about our terms and guidelines for selling at [redacted]. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.If you have any questions feel free to contact us at [redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced. During holiday periods, please allow additional time for processing orders. You should have received your Abercrombie & Fitch gift card from us on 07/05/2017.
If...
you have any questions or concerns please feel free to contact us at [redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the REI gift card. You should have received an email from us in 6/1/2016 containing details about a refund for your order. We'd also like to make it up to you by...
offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code!If you have any questions or concerns please feel free to contact us at [redacted]
Complaint: [redacted]
I am rejecting this response because the rationale is false. The business collected my gift card numbers and pins, and told me the gift cards were accepted. It ultimately reneged and gave this dubious excuse. As I stated in my original complaint, the business canceled the deal more than two weeks after I submitted the gift cards. During that time, the resale value of the gift cards dropped, so I cannot recoup the same amount of money by selling the gift cards elsewhere. The business ignored the issues I raised in my original complaint. Moreover, the business contradicts itself again. It says I can sell the gift cards to them again in a new order, even though the business told me it would not accept these gift cards, which is why I pursued this complaint in the first place.
Sincerely,
[redacted]
Hi I would like to inform you guys that I made a previous complaint about Cardpool and the matter has been settled. Thank you so much for being a great mediator.
We have gone ahead and cancelled your transaction. We have returned ownership of the gift card to you. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. We have gone ahead and closed...
your account per your request. If you would like to try your transaction again or if you have any questions or concerns please feel free to contact us at [redacted].
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Payless Shoe card. You should have received an email from us on 06/02/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]
We message troubleshooting instructions for issues in scanning IDs on kiosk FAQ page.
Please hold the ID’s barcode a few inches away from the kiosk and move it slowly up and down with the barcode facing horizontally.
I asked for the help of grocery store attendants and was told to...
call Cardpool.
We maintain a toll-free number only for in-store kiosk support that is manned during normal business hours.
They took the money from my card and gave me nothing in return.
We did not remove the money from this card because the customer did not complete his transaction with us when he was unable to scan his driver's license.
Upon this issue being escalated via Revdex.com we went ahead and issued a manual check #[redacted] for $22.00 to [redacted] on 9/8/17 in order to resolve this customers complaint.
I have attached confirmation of this manual check from our bank Wells Fargo and believe the request to be resolved as the customer still has his gift card and he has been paid out $22.00 the value we originally quoted. I have also attached the support ticket #[redacted] we originally received from this customer.
Initial Business Response /* (1000, 5, 2015/12/29) */
We called the [redacted] to apologize for the inconvenience this has cause and issued them a payment on Dec 12, which they should have received by now. We have launched a full investigation to determine what happened to their gift card. If you...
have any questions feel free to contact us at [redacted]@cardpool.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company contacted us within a few hours of posting the complaint and corrected the situation. They were investigating as to how the charges were made on the card that should have had a value of $320.99. I would recommend Cardpool.com to anyone after this experience.
The customer's order has surpassed our 100-day Purchase Guarantee. According to the Terms of Use available at [redacted] we are unable to accept any returns after 100 days from the time of purchase. However, if the customer can provide evidence that the gift card was fraudulently redeemed then we will do right and issue the customer a refund.If you have any further questions or concerns please feel free to email us at [redacted].
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received the refund through PayPal.Sincerely, *** ***
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
Yes, we received it.
Sincerely, *** ***
Initial Business Response /* (1000, 5, 2016/01/04) */
We've confirmed in our records that your order was shipped to you on Dec 10. We ship all of our orders via USPS First Class mail, which is estimated to take 3-7 business days. While USPS provides this estimate, they do not guarantee delivery...
within that time frame. According to American Eagle the gift card was used in store in Dec 22. Could it be that you or someone in your household has had access to the gift cards and used it. We're sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we could give you a more specific delivery time frame! If you have any questions feel free to contact us at [redacted]@cardpool.com
Initial Business Response /* (1000, 5, 2015/07/01) */
According to our records you order was not placed from Washington DC and flagged an International order. We are not able to accept International orders at this time. Unfortunately due to the nature of our business, we do not currently disclose...
the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. If you have any further questions please feel free to contact us at [redacted]@cardpool.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, the order was placed from Washington, DC - it is not an international location, at least in the opinion of most experts.
So this answer failed to address the two key points - 1) why they continue to use the international excuse, when it is inaccurate.
- 1b) Even if they do believe it was placed internationally, which is hard to believe, the shipping address and credit card are both in the United States. The CC is registered to me, it is located at the same address as the shipping address, and it was approved by the bank as a legitimate charge.
2) They did not respond as to why secondary screening was not engaged. The company acknowledges that some orders do require secondary screening when deemed suspicious. If they did believe this was an international or suspicious order, they should have declined it immediately or investigated by doing their secondary screening. To sit on it for 3 days after being approved by them and the credit card company, then cancel it for no legitimate reason and with no investigation, still seems like regional profiling to me. It appears that this was declined on a subjective decision made by a company representative, and they are using this proprietary risk assessment excuse to get out of disclosing their mistake. It serves as a blanket statement to cover up the fact that they do not have an objective, transparent system in place for evaluating orders.
I ask the Revdex.com to push for a more thorough and truthful answer to this to ensure all customers are treated fairly and without profile or other forms of unfair business practices.
Final Business Response /* (4000, 9, 2015/07/21) */
Our system has flagged this order as International. Our system takes into account many security factors beyond a shipping address and credit card information. A secondary screening becomes unnecessary when the initial screening has been deemed International and unacceptable. This order was rejected immediately and the refund process soon followed.
Again, we apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers from hackers, fraudsters, security breaches. If you have any further questions please feel free to contact us at [redacted]@cardpool.com.
Final Consumer Response /* (4200, 11, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company has still have not answered the complaint, but it's not worth continuing to challenge this. It is never a good thing when an organization declines services based on blind profiling. Hopefully the company will examine and improve its practices and policies for future customers.
Thank you for contacting Cardpool.com! We apologize for the delay and the inconvenience this is causing. Our engineering team has been hard at work fixing this issue to get these checks out to our customers. According to our records the customer was issued a check which should arrive 3-7 business...
days. Below is a screenshot of the email we have sent to the customer. As a token of apology we have also provided the customer with a complementary Cardpool gift card for their troubles. If you have any further questions feel free to contact us at [redacted]
We’re truly sorry for the inconvenience. We rely on USPS to handle all our shipping and wish we had more control over the mail once it has left our payment center! This check must have gotten lost in the mail, we have stopped the check and issued you a replacement on 07/17/2017. If you have any...
questions feel free to contact us at [redacted]
We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers. Our risk assessment team has flagged this order as risky and that we aren't able to accept the order. We have a sophisticated fraud system and dedicated fraud department to preventing identity fraud and other types of cyber crimes. If you would like more information on why we cancel orders you can read more about our terms and guidelines for purchase at[redacted] Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment process. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.
If you have any questions feel free to contact us at [redacted]
Complaint: [redacted]
I am rejecting this response because: the company (Cardpool) only reimbursed me for $68.00 of the $80.00 owed me. I also am very concerned of the many who would not, or could not contact the Revdex.com over such a scam.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for bringing this to our attention. We take our customers' security and privacy very seriously. We have escalated this issue to our risk assessment team and they have opened a
full investigation. Once we receive more information we...
will contact the [redacted]. We apologize for the inconvenience this has caused.
If you have any questions or concerns, please don't hesitate to contact us at [redacted]@cardpool.com.
We apologize for the inconvenience this has cause. Our risk department determined that this customer's gift card was not acceptable. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. The ownership of the gift cards have already...
been returned to the customer using Certified Mail. If you have any additional questions or concerns, please feel free to contact us at [redacted]
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.
We mailed your cards back on 6/27. You should expect them to arrive within 3-10 business days.
Our risk assessment team has determined that we aren't able to accept the transaction at this time. The customer’s credit card has not been charged for the order.We have a dedicated fraud department to preventing identity fraud and other types of internet crime. There are many different reasons...
as to why a transaction may be cancelled and you can read more about our terms and guidelines for selling at [redacted]. Unfortunately due to the nature of our business, we do not currently disclose the parameters of our risk assessment. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.If you have any questions feel free to contact us at [redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced. During holiday periods, please allow additional time for processing orders. You should have received your Abercrombie & Fitch gift card from us on 07/05/2017.
If...
you have any questions or concerns please feel free to contact us at [redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the REI gift card. You should have received an email from us in 6/1/2016 containing details about a refund for your order. We'd also like to make it up to you by...
offering you a Cardpool gift card that can be applied to your next gift card purchase. Please be on the lookout for an email containing the gift code!If you have any questions or concerns please feel free to contact us at [redacted]
Complaint: [redacted]
I am rejecting this response because the rationale is false. The business collected my gift card numbers and pins, and told me the gift cards were accepted. It ultimately reneged and gave this dubious excuse. As I stated in my original complaint, the business canceled the deal more than two weeks after I submitted the gift cards. During that time, the resale value of the gift cards dropped, so I cannot recoup the same amount of money by selling the gift cards elsewhere. The business ignored the issues I raised in my original complaint. Moreover, the business contradicts itself again. It says I can sell the gift cards to them again in a new order, even though the business told me it would not accept these gift cards, which is why I pursued this complaint in the first place.
Sincerely,
[redacted]
Hi I would like to inform you guys that I made a previous complaint about Cardpool and the matter has been settled. Thank you so much for being a great mediator.
We have gone ahead and cancelled your transaction. We have returned ownership of the gift card to you. We do not store credit card information for your security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. We have gone ahead and closed...
your account per your request. If you would like to try your transaction again or if you have any questions or concerns please feel free to contact us at [redacted].
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Payless Shoe card. You should have received an email from us on 06/02/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]
We message troubleshooting instructions for issues in scanning IDs on kiosk FAQ page.
Please hold the ID’s barcode a few inches away from the kiosk and move it slowly up and down with the barcode facing horizontally.
I asked for the help of grocery store attendants and was told to...
call Cardpool.
We maintain a toll-free number only for in-store kiosk support that is manned during normal business hours.
They took the money from my card and gave me nothing in return.
We did not remove the money from this card because the customer did not complete his transaction with us when he was unable to scan his driver's license.
Upon this issue being escalated via Revdex.com we went ahead and issued a manual check #[redacted] for $22.00 to [redacted] on 9/8/17 in order to resolve this customers complaint.
I have attached confirmation of this manual check from our bank Wells Fargo and believe the request to be resolved as the customer still has his gift card and he has been paid out $22.00 the value we originally quoted. I have also attached the support ticket #[redacted] we originally received from this customer.
Initial Business Response /* (1000, 5, 2015/12/29) */
We called the [redacted] to apologize for the inconvenience this has cause and issued them a payment on Dec 12, which they should have received by now. We have launched a full investigation to determine what happened to their gift card. If you...
have any questions feel free to contact us at [redacted]@cardpool.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company contacted us within a few hours of posting the complaint and corrected the situation. They were investigating as to how the charges were made on the card that should have had a value of $320.99. I would recommend Cardpool.com to anyone after this experience.
The customer's order has surpassed our 100-day Purchase Guarantee. According to the Terms of Use available at [redacted] we are unable to accept any returns after 100 days from the time of purchase. However, if the customer can provide evidence that the gift card was fraudulently redeemed then we will do right and issue the customer a refund.If you have any further questions or concerns please feel free to email us at [redacted].