We still haven't received your mail for this transaction yet, but it should have either been delivered or returned to you by USPS by now. We apologize for the inconvenience; we wish we had more control over how mail gets handled! Unfortunately we cannot offer payment for cards that we don't...
receive.
If the gift cards get lost during transit, we will be happy to supply you with the card details you have entered on our website and you can contact the merchant to report it lost and get a replacement gift card issued. If you have any further questions or concerns, please feel free to contact us anytime at [redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize for the inconvenience you experienced using Cardpool.com. Unfortunately, we cannot issue payment for gift cards that have been used or lost value when we receive the transaction. Could it be that you or someone in your household has...
already used the gift card? We suggest contacting the merchant to receive gift card transaction information and possible have a replacement gift card issued.
If you have any questions feel free to contact us at [redacted]@cardpool.com
Unfortunately, the customer's order no longer fall within our 100-day Purchase Guarantee. According to the Terms of Use available at [redacted], all Claims must be presented within 100 days in order for our team to properly investigate. However, if they can prove that the gift card was...
already redeemed fraudulently and associated with an unauthorized purchase by providing the transaction history of the card (including dates and locations) then we will be happy to issue the customer a refund.If you have any further questions or concerns please feel free to email us at[redacted].
We apologize for the inconvenience this has caused. We have been in touch with the customer by email regarding their gift cards and provided the customer with all the proper gift card information. We contacted the customer, updated the customer, and provided all the necessary information. If you...
have any additional questions or concerns, please feel free to contact us at [redacted]@cardpool.com.
Hi [redacted]
My apologies for the the delayed response. We can confirm that the customers gift cards were received and accepted. They received a confirmation email from us on 01/28/2017. We would only charge the customers credit card if we find that the gift has been used by the seller. According to our records the gift card still has its full balance and the customer is in good standing.
Let me know if you have any questions.
Have a great day![redacted]Cardpool.com
Initial Business Response /* (1000, 8, 2015/05/23) */
We apologize for the inconvenience this has caused. Due an increase in volume we were unable to reply to your inquiry in a timely manner. It appears your transaction arrived at our processing center on May 4 and within 24hrs we were able to...
process your payment which you should have received by now. Of course we are not a scam, we pride ourselves in delivering only the best [redacted] experiences and services possible which has lead to our many outstanding accolades that speak for themselves.
If you have any questions or concerns, please don't hesitate to contact us at [redacted]@cardpool.com.
Initial Business Response /* (1000, 5, 2016/01/04) */
We apologize for the inconvenience this has caused. We've confirmed in our [redacted] logs that your last correspondence with Cardpool was on March 22, 2015. We appreciate your business and would like to make things right. If you can email us the...
card information of the cards you are experiencing trouble with at [redacted]@cardpool.com we can investigate the problem and issue you a refund for those cards. If you have any questions feel free to contact us at [redacted]@cardpool.com
Complaint: [redacted]I am rejecting this response because:
There is still no response about the rude customer service representatives which hang up the phone. Until I receive a personal call from the person who hung up on me, my complaint will stand.Sincerely,[redacted]
Date Sent: 3/30/2016 12:00:00 AMDue to the customers new user status, they must complete a one time verification process. This is an additional step taken to ensure all of our customer'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 protection. We take our customer's' security very seriously and our phone calls are an important part of that process. Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. 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]
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 02/23/2017. If you have any...
questions feel free to contact us at[redacted]@cardpool.com
Initial Business Response /* (1000, 5, 2015/11/11) */
According to the complaint, the [redacted] sent out their gift card on Oct 7 to be exchanged for an Amazon gift card. We received their card in the mail on Oct 12 and processed and issued payment on the same day. As stated on our website "We'll...
email you a new Amazon.com Gift Card within 1 business day of receiving your gift cards."
If you have any question feel free to reach out to us at [redacted]@cardpool.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
l have not received a gift card as of nov 16,2015
Final Business Response /* (4000, 9, 2015/12/02) */
We apologize for the inconvenience this has caused. According to our records, an Amazon.com gift card was emailed to you on Oct 12, 2015. If you did not receive it, it may have ended up in your spam folder - can you check to see if it's there? If you still find that you don't have the email, we'd be happy to resend it to you. Feel free to contact us at [redacted]@cardpool.com
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no spam in my folder for the month of oct. I sincerely appreciate what the Revdex.com has done but you could just close the case I am not going to get my card from these people. thanks
Our risk assessment team has determined that we aren't able to accept the order 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...
an order may be cancelled and 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 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 with the Starbucks gift card. You should have received an email from us on 02/14/2017 containing details about a refund for your order.If you have any questions or...
concerns please feel free to contact us at [redacted].
They. Took 900 off victoria secret cards and cancelled my order havent got one call or email back I want monry back on cards or check can call me [redacted]
Complaint: 12077643
I am rejecting this response because:
Sincerely,
[redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the American Eagle Outfitters gift cards. You should have received an email from us on 02/06 containing details about a refund for your order.
If you have any...
questions or concerns please feel free to contact us at [redacted]
Initial Business Response /* (1000, 5, 2015/09/30) */
In some cases additional processing time may occur as we verify the value of every gift card before it is sent. We may ask for additional verification and your order will remain pending until we receive the necessary documentation requested....
Cardpool uses a third party identification service to prevent credit card and identity fraud. This is the same technology that banks and other financial institutions use to protect their customers, and we take your security just as seriously. The questions are designed to be answered only by you and are based on public records data. Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment for security reasons. We truly apologize for any inconvenience to you.
If you have any further questions or concerns, please email us at [redacted]@cardpool.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No other online store requires the same level of security. I can buy gift cards from lowes.com far easier than I can from cardpool. They also gave no reason for the additional security nor did they disclose why my business was refused. Again for supposed security reasons.
They basically didn't answer any of the questions, all they offered was the same hollow apology.
Final Business Response /* (4000, 9, 2015/10/20) */
Due to the [redacted]'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our [redacted]'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 protection.
The questions being asked are basic questions verifying the [redacted] is the cardholder and it is a legitimate purchase. We are verifying the information the [redacted] has provided and we have on file. 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.
After further investigation our risk assessment team deemed the order risky and for that reason their order was cancelled. If you have any additional questions or concerns, please feel free to contact us at [redacted] @cardpool.com.
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep repeating the same thing, just worded a slightly different way every time. Cardpool was asking for information that had nothing to do with the order- previous addresses and other personal information. They only need to verify the current credit card information and that I did indeed place the order (so phone number, address, credit card details, etc.) That's all they need- amazon, apple, Lowes, home depot, and companies with other online purchases do NOT require the level of information they require. They have not said why they need additional information as compared to other businesses. They have said repeatedly that other customers "welcome the protection," but have yet to address any of my concerns specifically.
Second, they said on the phone that my security answers were fine and the order would be shipped. Then they changed their minds after I complained about the process. They have yet to say WHY they cancelled my order- accept to say they said it was "risky." No definition of what they found risky. Since the person on the phone said my information matched up, why did the cancel the order?
If you look at my complaint and Cardpool's responses, they have yet to provide any information at all to specifically answer my concerns. They lack transparency and have provided very bad [redacted] service. Their policies are not in line with other retailers. They say they have a fraud department, but yet don't explain any of their policies in detail and repeatedly say "other customers think XYZ." This complaint stands until they actually answer SPECIFICALLY my questions and concerns.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
The response of this business is complete **. I initially made the order in January. No company I have ever dealt with has THREE checks "lost" in the mail. I repeatedly requested them to send the check with a TRACKING NUMBER which the USPS and UPS will both do. The company never picks up their phone so they can't be spoken to, they send blow off emails and I hope the attorney general's office issues a significant penalty to the company. Cardpool is a complete SCAM company.
Sincerely,[redacted]
Hello,
I'm writing to let you know that my complaint,[redacted], has been resolved to my satisfaction and can be closed.Thank you,[redacted]
We still haven't received your mail for this transaction yet, but it should have either been delivered or returned to you by USPS by now. We apologize for the inconvenience; we wish we had more control over how mail gets handled! Unfortunately we cannot offer payment for cards that we don't...
receive.
If the gift cards get lost during transit, we will be happy to supply you with the card details you have entered on our website and you can contact the merchant to report it lost and get a replacement gift card issued. If you have any further questions or concerns, please feel free to contact us anytime at [redacted]
Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize for the inconvenience you experienced using Cardpool.com. Unfortunately, we cannot issue payment for gift cards that have been used or lost value when we receive the transaction. Could it be that you or someone in your household has...
already used the gift card? We suggest contacting the merchant to receive gift card transaction information and possible have a replacement gift card issued.
If you have any questions feel free to contact us at [redacted]@cardpool.com
Unfortunately, the customer's order no longer fall within our 100-day Purchase Guarantee. According to the Terms of Use available at [redacted], all Claims must be presented within 100 days in order for our team to properly investigate. However, if they can prove that the gift card was...
already redeemed fraudulently and associated with an unauthorized purchase by providing the transaction history of the card (including dates and locations) then we will be happy to issue the customer a refund.If you have any further questions or concerns please feel free to email us at[redacted].
We apologize for the inconvenience this has caused. We have been in touch with the customer by email regarding their gift cards and provided the customer with all the proper gift card information. We contacted the customer, updated the customer, and provided all the necessary information. If you...
have any additional questions or concerns, please feel free to contact us at [redacted]@cardpool.com.
Hi [redacted]
My apologies for the the delayed response. We can confirm that the customers gift cards were received and accepted. They received a confirmation email from us on 01/28/2017. We would only charge the customers credit card if we find that the gift has been used by the seller. According to our records the gift card still has its full balance and the customer is in good standing.
Let me know if you have any questions.
Have a great day![redacted]Cardpool.com
Initial Business Response /* (1000, 8, 2015/05/23) */
We apologize for the inconvenience this has caused. Due an increase in volume we were unable to reply to your inquiry in a timely manner. It appears your transaction arrived at our processing center on May 4 and within 24hrs we were able to...
process your payment which you should have received by now. Of course we are not a scam, we pride ourselves in delivering only the best [redacted] experiences and services possible which has lead to our many outstanding accolades that speak for themselves.
If you have any questions or concerns, please don't hesitate to contact us at [redacted]@cardpool.com.
Initial Business Response /* (1000, 5, 2016/01/04) */
We apologize for the inconvenience this has caused. We've confirmed in our [redacted] logs that your last correspondence with Cardpool was on March 22, 2015. We appreciate your business and would like to make things right. If you can email us the...
card information of the cards you are experiencing trouble with at [redacted]@cardpool.com we can investigate the problem and issue you a refund for those cards. If you have any questions feel free to contact us at [redacted]@cardpool.com
Complaint: [redacted]I am rejecting this response because:
There is still no response about the rude customer service representatives which hang up the phone. Until I receive a personal call from the person who hung up on me, my complaint will stand.Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because: I'm waiting for a response from the business.
Sincerely,
[redacted]
Date Sent: 3/30/2016 12:00:00 AMDue to the customers new user status, they must complete a one time verification process. This is an additional step taken to ensure all of our customer'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 protection. We take our customer's' security very seriously and our phone calls are an important part of that process. Our risk assessment team has determined that we aren't able to accept the order at this time. The customer's credit card has not been charged for the order. 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]
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 02/23/2017. If you have any...
questions feel free to contact us at[redacted]@cardpool.com
Initial Business Response /* (1000, 5, 2015/11/11) */
According to the complaint, the [redacted] sent out their gift card on Oct 7 to be exchanged for an Amazon gift card. We received their card in the mail on Oct 12 and processed and issued payment on the same day. As stated on our website "We'll...
email you a new Amazon.com Gift Card within 1 business day of receiving your gift cards."
If you have any question feel free to reach out to us at [redacted]@cardpool.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
l have not received a gift card as of nov 16,2015
Final Business Response /* (4000, 9, 2015/12/02) */
We apologize for the inconvenience this has caused. According to our records, an Amazon.com gift card was emailed to you on Oct 12, 2015. If you did not receive it, it may have ended up in your spam folder - can you check to see if it's there? If you still find that you don't have the email, we'd be happy to resend it to you. Feel free to contact us at [redacted]@cardpool.com
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no spam in my folder for the month of oct. I sincerely appreciate what the Revdex.com has done but you could just close the case I am not going to get my card from these people. thanks
Our risk assessment team has determined that we aren't able to accept the order 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...
an order may be cancelled and 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 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 with the Starbucks gift card. You should have received an email from us on 02/14/2017 containing details about a refund for your order.If you have any questions or...
concerns please feel free to contact us at [redacted].
They. Took 900 off victoria secret cards and cancelled my order havent got one call or email back I want monry back on cards or check can call me [redacted]
Complaint: 12077643
I am rejecting this response because:
Sincerely,
[redacted]
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the American Eagle Outfitters gift cards. You should have received an email from us on 02/06 containing details about a refund for your order.
If you have any...
questions or concerns please feel free to contact us at [redacted]
Initial Business Response /* (1000, 5, 2015/09/30) */
In some cases additional processing time may occur as we verify the value of every gift card before it is sent. We may ask for additional verification and your order will remain pending until we receive the necessary documentation requested....
Cardpool uses a third party identification service to prevent credit card and identity fraud. This is the same technology that banks and other financial institutions use to protect their customers, and we take your security just as seriously. The questions are designed to be answered only by you and are based on public records data. Unfortunately due to the nature of our business, we do not currently disclose the specifics of our risk assessment for security reasons. We truly apologize for any inconvenience to you.
If you have any further questions or concerns, please email us at [redacted]@cardpool.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No other online store requires the same level of security. I can buy gift cards from lowes.com far easier than I can from cardpool. They also gave no reason for the additional security nor did they disclose why my business was refused. Again for supposed security reasons.
They basically didn't answer any of the questions, all they offered was the same hollow apology.
Final Business Response /* (4000, 9, 2015/10/20) */
Due to the [redacted]'s new user status, they must complete the one time verification process. This is an additional step taken to ensure all of our [redacted]'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 protection.
The questions being asked are basic questions verifying the [redacted] is the cardholder and it is a legitimate purchase. We are verifying the information the [redacted] has provided and we have on file. 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.
After further investigation our risk assessment team deemed the order risky and for that reason their order was cancelled. If you have any additional questions or concerns, please feel free to contact us at [redacted] @cardpool.com.
Final Consumer Response /* (4200, 11, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They keep repeating the same thing, just worded a slightly different way every time. Cardpool was asking for information that had nothing to do with the order- previous addresses and other personal information. They only need to verify the current credit card information and that I did indeed place the order (so phone number, address, credit card details, etc.) That's all they need- amazon, apple, Lowes, home depot, and companies with other online purchases do NOT require the level of information they require. They have not said why they need additional information as compared to other businesses. They have said repeatedly that other customers "welcome the protection," but have yet to address any of my concerns specifically.
Second, they said on the phone that my security answers were fine and the order would be shipped. Then they changed their minds after I complained about the process. They have yet to say WHY they cancelled my order- accept to say they said it was "risky." No definition of what they found risky. Since the person on the phone said my information matched up, why did the cancel the order?
If you look at my complaint and Cardpool's responses, they have yet to provide any information at all to specifically answer my concerns. They lack transparency and have provided very bad [redacted] service. Their policies are not in line with other retailers. They say they have a fraud department, but yet don't explain any of their policies in detail and repeatedly say "other customers think XYZ." This complaint stands until they actually answer SPECIFICALLY my questions and concerns.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
The response of this business is complete **. I initially made the order in January. No company I have ever dealt with has THREE checks "lost" in the mail. I repeatedly requested them to send the check with a TRACKING NUMBER which the USPS and UPS will both do. The company never picks up their phone so they can't be spoken to, they send blow off emails and I hope the attorney general's office issues a significant penalty to the company. Cardpool is a complete SCAM company.
Sincerely,[redacted]