We apologize for the inconvenience this has caused. We contacted the customer back on 01/25/2017 in regards to this issue. We requested the customer provides us with more information on the transaction as we were unable to located the transaction in our system by the customers email they were...
emailing from. If the customer can provide us with a transaction number or the gift card number we can further investigate this issue. If you have any additional questions or concerns, please feel free to contact us at [redacted]@cardpool.com
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the TGI Friday’s gift card. You should have received an email from us on 01/14/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]cardpool.com.
Initial Business Response /* (1000, 5, 2015/04/18) */
The [redacted] created a transaction with Cardpool and sent in cards but we did not receive them. It is the [redacted]'s responsibility to ensure that we receive the cards and we also provide suggested mail in options such as tracking the package....
In our terms of service it states " You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." Please feel free to read more at http://www.cardpool.com/tos.
Once the [redacted] contacted us we did provide him the card information that we had on file. We also suggested that she contact the merchant who would then provide the [redacted] with another card. We understand the [redacted]'s frustration but we cannot pay for cards we did not receive.
I can assure you our [redacted] team is not a generated email response, they are tailored specifically to the [redacted] and their needs. Please see the screenshot of our [redacted] team member providing the personal card information to the [redacted]. If you have any other questions or concerns, please contact us at [redacted]@cardpool.com.
Initial Business Response /* (1000, 5, 2015/09/01) */
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Target gift cards. You should have received an email from us earlier 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]@cardpool.com.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has provided a refund and apology. This fully resolves the complaint.
Initial Business Response /* (1000, 5, 2016/02/03) */
We apologize for the inconvenience this has caused. During peak holiday periods, please allow additional time for processing transactions. An Amazon payment was sent on 01/21/2016 which the [redacted] should have received instantly. 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]@cardpool.com.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no indication of a post holiday slow down while completing the order. However, they did fill the order eventually and sent a $50 credit for the trouble as they described. Everything is ok now.
Initial Business Response /* (1000, 5, 2016/01/06) */
Our risk assessment team has determined that we aren't able to accept the order at this time. The [redacted]'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 do not store credit card information for the customers security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.
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]
Revdex.com:
I find that the business has resolved my issue but they only acted after the complaint was forwarded from Revdex.com. Seems like this company doesn't want to resolve anything with customers in any good faith and only acts when a public entity like Revdex.com steps in. In the resolve comments also, they are blaming USPS without any explanation why they were not willing to release the payment despite of several complaints to their customer service.
Sincerely, [redacted]
We do apologize for this delay. Although our Amazon gift cards are usually delivered one business day, our processing center is experiencing a much higher volume of orders than normal and some additional processing time will apply. Our records indicate that payments were sent on 01/18/2016 and...
01/19/2016.
If you have further questions or concerns, please email us at [redacted]@cardpool.com.
We apologize for the inconvenience this has caused. The gift cards in question from (Order#[redacted]) were acquired from different sellers in various locations, and they were redeemed in-store on February 28, 2016 while in the customer's possession in Virginia. None of the gift cards in question were...
acquired from a company or customer located in Virginia. Due to the nature of our company we are unable to issue the customer a refund. Should the customer provide any evidence that these gift cards were fraudulent we would open a full investigation to inspect these allegations. In order to provide a better support experience for our customers, we've moved our support center online and don't currently have a customer service phone number. Please feel free to email us at [redacted] with any questions that you have about our service and a member of our team will be happy to assist you.
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Best Buy gift card. You should have received an email from us on 02/24/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at[redacted]@cardpool.com.
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Target gift cards. You should have received an email from us on 07/11/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]
We apologize for the inconvenience this has cause. We have gone ahead and stopped payment on the check and reissued a new check on 01/19/2017. They should expect to receive their check in the mail within 3-7 business day. If you have any questions feel free to contact us at [redacted]@cardpool.com
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. However I still have yet to receive payment as of 2/21/17 Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
The site does not specifically state that agreed payments would be processed as one form of payment. In fact it does remind users that cardpool will pay it out based upon the selections I made, so you kinda just proved my point.You did not pay me on the selections I made.
Sincerely,[redacted]
The customer was suppose to be sent a check payment for $67.13 when in actuality they received a check for $63.38. Our checks are shipped directly from our payment center with Wells Fargo in North Carolina and we wish we had more control of how our checks get processed. To remedy this we...
offered they customer a $10 Cardpool gift card to make up for the $3.75 shorted payment. We have been contact with the customer and our last contact was customer back on 02/20/2017 and are still awaiting their reply as how they would like to proceed with their payment. 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 T.J. Maxx 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]
We apologize for the inconvenience this has caused. We contacted the customer back on 01/25/2017 in regards to this issue. We requested the customer provides us with more information on the transaction as we were unable to located the transaction in our system by the customers email they were...
emailing from. If the customer can provide us with a transaction number or the gift card number we can further investigate this issue. If you have any additional questions or concerns, please feel free to contact us at [redacted]@cardpool.com
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the TGI Friday’s gift card. You should have received an email from us on 01/14/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]cardpool.com.
Initial Business Response /* (1000, 5, 2015/04/18) */
The [redacted] created a transaction with Cardpool and sent in cards but we did not receive them. It is the [redacted]'s responsibility to ensure that we receive the cards and we also provide suggested mail in options such as tracking the package....
In our terms of service it states " You agree that Cardpool is not liable for lost, damaged, or stolen mail, and that is it your responsibility to ensure your gift cards arrive safely at Cardpool's processing centers." Please feel free to read more at http://www.cardpool.com/tos.
Once the [redacted] contacted us we did provide him the card information that we had on file. We also suggested that she contact the merchant who would then provide the [redacted] with another card. We understand the [redacted]'s frustration but we cannot pay for cards we did not receive.
I can assure you our [redacted] team is not a generated email response, they are tailored specifically to the [redacted] and their needs. Please see the screenshot of our [redacted] team member providing the personal card information to the [redacted]. If you have any other questions or concerns, please contact us at [redacted]@cardpool.com.
Initial Business Response /* (1000, 5, 2015/09/01) */
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Target gift cards. You should have received an email from us earlier 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]@cardpool.com.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has provided a refund and apology. This fully resolves the complaint.
Initial Business Response /* (1000, 5, 2016/02/03) */
We apologize for the inconvenience this has caused. During peak holiday periods, please allow additional time for processing transactions. An Amazon payment was sent on 01/21/2016 which the [redacted] should have received instantly. 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]@cardpool.com.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was no indication of a post holiday slow down while completing the order. However, they did fill the order eventually and sent a $50 credit for the trouble as they described. Everything is ok now.
Initial Business Response /* (1000, 5, 2016/01/06) */
Our risk assessment team has determined that we aren't able to accept the order at this time. The [redacted]'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 do not store credit card information for the customers security, and we have a dedicated fraud department to preventing identity fraud and other types of internet crime. We apologize for any inconvenience this may cause and hope you can appreciate the security measures we take in order to protect our customers.
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]
Revdex.com:
I find that the business has resolved my issue but they only acted after the complaint was forwarded from Revdex.com. Seems like this company doesn't want to resolve anything with customers in any good faith and only acts when a public entity like Revdex.com steps in. In the resolve comments also, they are blaming USPS without any explanation why they were not willing to release the payment despite of several complaints to their customer service.
Sincerely, [redacted]
We do apologize for this delay. Although our Amazon gift cards are usually delivered one business day, our processing center is experiencing a much higher volume of orders than normal and some additional processing time will apply. Our records indicate that payments were sent on 01/18/2016 and...
01/19/2016.
If you have further questions or concerns, please email us at [redacted]@cardpool.com.
We apologize for the inconvenience this has caused. The gift cards in question from (Order#[redacted]) were acquired from different sellers in various locations, and they were redeemed in-store on February 28, 2016 while in the customer's possession in Virginia. None of the gift cards in question were...
acquired from a company or customer located in Virginia. Due to the nature of our company we are unable to issue the customer a refund. Should the customer provide any evidence that these gift cards were fraudulent we would open a full investigation to inspect these allegations. In order to provide a better support experience for our customers, we've moved our support center online and don't currently have a customer service phone number. Please feel free to email us at [redacted] with any questions that you have about our service and a member of our team will be happy to assist you.
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Best Buy gift card. You should have received an email from us on 02/24/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at[redacted]@cardpool.com.
Thanks so much for bringing this issue to our attention. We truly apologize about the problems and inconvenience you experienced with the Target gift cards. You should have received an email from us on 07/11/2017 containing details about a refund for your order.
If you have any questions or...
concerns please feel free to contact us at [redacted]
Can you please add the additional details to my complaint?
Revdex.com Complaint#: [redacted]
Order# with the business[redacted]
We apologize for the inconvenience this has cause. We have gone ahead and stopped payment on the check and reissued a new check on 01/19/2017. They should expect to receive their check in the mail within 3-7 business day. If you have any questions feel free to contact us at [redacted]@cardpool.com
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. However I still have yet to receive payment as of 2/21/17 Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
The site does not specifically state that agreed payments would be processed as one form of payment. In fact it does remind users that cardpool will pay it out based upon the selections I made, so you kinda just proved my point.You did not pay me on the selections I made.
Sincerely,[redacted]
Text
Final Consumer Response /* (2000, 6, 2015/06/25) */
The problem I had with Cardpool Case# XXXXXXXX has been settled to my satisfaction. Thank you
The customer was suppose to be sent a check payment for $67.13 when in actuality they received a check for $63.38. Our checks are shipped directly from our payment center with Wells Fargo in North Carolina and we wish we had more control of how our checks get processed. To remedy this we...
offered they customer a $10 Cardpool gift card to make up for the $3.75 shorted payment. We have been contact with the customer and our last contact was customer back on 02/20/2017 and are still awaiting their reply as how they would like to proceed with their payment. 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 T.J. Maxx 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]