Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we were able to further review the Raise account and order in question. Order number...

[redacted] containing an [redacted] Kids gift card was placed at 4:54 p.m. on 11/24, then processed and delivered automatically. The customer did send an email asking to cancel the order because their child was playing with the phone. Per our policy, the Member Services agent informed the customer that we are unable to refund for a valid card once it has been delivered and the customer has access to the card’s information. As a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalf. Unfortunately, we will not be able to provide the same courtesy in the future. We apologize for the amount of time it has taken to fully resolve this matter and we would like to assure the customer that we are working to ensure our response times decrease significantly.

After receiving and reviewing Revdex.com complaint number [redacted] and the...

corresponding order number, it appears that the current resolution is warranted.
On November 26, 2016, the customer purchased 6 [redacted] e-gift cards for a total value of $1,500.00 and a total purchase price of $1,399.34.
The customer reached out to Raise via phone call on December 7, 2016, expressing the gift cards were all showing as invalid and they were not able to redeem them successfully. The customer also stated they attempted to consolidate the cards into one. Due to the brand’s redemption instructions, only one gift card may be used per online transaction. This information can also be found under the “Delivery & Redemption” section under “Details” on Raise.com. The supporting agent expressed to the customer that this order would need to be sent to our Gift Card Support Team for further review and they would reach out to the customer after 7-10 business days.
On December 26, 2016, the customer contacted Raise again via phone call inquiring about an update regarding this case. There was a pending refund that was started by the previous agent on this order which was viewable in the customer’s account as “Refund in Progress”. The refund was created as a way to quickly resolve the issue once the brand responded back to us. The current supporting agent expressed to the customer that Raise was awaiting response from the brand in order to fully resolve this issue.
On January 13, 2017, an agent from our Gift Card Support Team reached out to the customer, after receiving word back from the brand, informing him that the brand would replacing these gift cards along with providing the customer an additional $100 card as an extension of their apologies. Due to this resolution between the brand and the customer, Raise also informed the customer that we would not be refunding the purchase price due the information provided by the brand.
The customer reached out to Raise a third time via phone call on January 18, 2017, expressing their displeasure in the resolution Raise provided due to the customer purchasing new gift cards and therefore, having no need for the original order. The call was escalated to a supervisor who informed the customer we would further review and resolve the issue within a week, after consulting with our Gift Card Support team again.
On January 20, 2017, Raise reached out to the customer again via email informing him that the full purchase price refund of $1,399.94 was processed to the original payment method and that it should appear on the customer’s bank statement in 3-5 business days.
Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution. We understand the inconvenience this may have caused and we are actively working on better communicating resolutions between all parties involved. We hope to better serve this customer in the future and welcome any further questions via email at [redacted].

After reviewing complaint number...

[redacted] and the order in question, it appears that the current resolution is warranted.
On July 17th 2015 the customer placed an order on Raise.com for a Cinemark eGift card. The gift card was purchased with a value of $194.75 for a purchase price of $165.54, which the customer paid for by credit card.
The customer contacted Raise Member Services via chat on January 22nd 2016 and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $17.25 and should have had a remaining balance of $177.50. As this inquiry falls outside of the 100 Day Guarantee the order was sent to be reviewed by the Gift Card Support Team. During the review process, the Gift Card Support Team determined that because the order falls so far outside of the 100 Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on Sunday February 28th 2016.
While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.
We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustrating.
We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warranted.On December 7, 2015 the customer placed an order for a [redacted] gift card with a value of $200.00 and a purchase price $164.00. The customer...

contacted Raise Member Services on July 28, 2016 and expressed to the serving agent that the gift card should have had a balance of $120.00 left but could no longer be redeemed. At the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offered. For this issue the customer was provided with a promotional code as well as a $10.00 Raise Rewards credit as recompense. On January 28, 2016 the customer purchase a [redacted] eGift card through Raise with a value of $25.00 for a purchase price of $22.89. The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase either. The customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate it. While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. That being said, we would like to offer the customer a one time courtesy Raise credit of $111.20 as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $10.00 that was provided by our Member Services Team and has already been utilized on the member’s account. We are happy to have been able to provide a resolution and look forward to serving the customer again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding Card ID, it appears that the current resolution is warranted. On May 24, 2017, the customer listed a $150 valued [redacted] gift card for sale for a purchase price of $139.50. The card sold in Raise Order Number...

[redacted] on May 26, 2017. The customer requested payment for this card via [redacted] on the same date. On June 12, 2017, the buyer of this card was refunded by our Member Service team due to the card having an inaccurate balance. Under our 1 Year Money-Back Guarantee, the buyer was to be refunded and the seller was liable for the card that was sold, which resulted in the customer’s seller account being debited. The same day, the customer contacted Raise and was inquiring about the seller debit on their account. Our Member Services team informed the customer that this request was being sent to our Gift Card Support Team for further look into the card and the transaction history. This process will typically take between 7-10 business days. On June 13, 2017, an agent from our Gift Card Support Team reached out to the customer via email informing the customer of the transactions that had occurred on the gift card. Based on the information provided to us by the brand, we were unable to reverse the debit as the cards were not redeemed in the buyer’s area. After several emails with our Gift Card Support Team, this case was escalated to the Head Supervisor of our Member Services team. The supporting supervisor was able to work with the customer in finding out more information about the card. This information included where the card came from as well as where the card was initially redeemed. The supporting supervisor was able to work with the customer and as a result, the initial debit was reversed. Due to the special circumstances surrounding this card, the seller was no longer liable for the card that was showing as an inaccurate balance.  We will continue to work with the customer in finding the root issue of the card, as well as reach out to the brand to inform them of an issue with the cards that were provided. In addition, there is no software vulnerability that would allow a third party to access this card information. Any information that is obtained is kept secure within our website and internally.  Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the troubles that this experience has caused. We hope to better serve this customer in the future. Any follow up questions or comments can be sent via email to either [redacted]@raise.com, or to the email address provided by the Head Supervisor of our Member Services team.

After receiving complaint number [redacted] we were able to review the order in question and offer a solution to...

the customer.
On January 30th, the customer placed an order for one [redacted] eGift card and two [redacted] eGift cards.  The customer contacted Raise Member Services via phone on December 24th in regards to the two [redacted] cards that she was not able to redeem.  Although these gift cards are well outside the Raise 100 day guarantee, the customer was told that our gift card support team would review this refund request.  An update from our support team is typically sent within three to five business days.  We sincerely apologize that our team was not able to find a resolution within the timeframe promised.
On January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $54.14 for these two [redacted] eGift cards.  We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for 100 days from the purchase date.
We would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue.  We are currently working to bring our response time back to a level we find reasonable.  As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved.  We look forward to serving her again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the...

current resolution is warranted.
On August 2, 2015 the customer placed an order on Raise for three [redacted] gift cards of varying values and prices. The customer then contacted Raise Member Services on May 1, 2016 and expressed to the serving agent that the eCards were no longer available for him to view in the Raise app. At that time the serving agent informed the customer that the order fell outside of the Raise Guarantee and a promotional code for a future purchase was offered.
The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the purchase date. After that strict time frame has passed, we are happy to look into an order but cannot guarantee a refund or replacement card in the same way we would within the first 100 days.
While this order does fall outside of the 100 Day Money-Back Guarantee, as a courtesy, we would like to offer the customer $196.00 in Raise Rewards credit. This can be used toward a future purchase or purchases on Raise and will automatically apply to the next order placed. The credit is now in the customer’s account, and if there are any questions we are happy to answer them if the customer emails us at [redacted]
At this time we are happy to have been able to offer a resolution to the customer and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the...

customer.
On October 7, 2016 the customer placed an order for three [redacted] gift cards, and unfortunately only one of the gift cards was processed into the order. This being the case, the customer was unable to utilize the promotional code that would apply to an [redacted] gift card purchase of $50.00 or more.
The customer contacted Raise Member Services and asked to be provided with a satisfactory resolution, and this however, did not happen. Again the customer contacted Raise, but this time through an outside review website, and a satisfactory resolution was offered.
At that time the customer was given the $10.00 promotional code that was not applied, as Raise Rewards to use on a future purchase. An additional $5.00 in Raise Rewards was also offered to the member for the inconvenience and for her patience through this situation.
We would like to again apologize to the customer for this inconvenience, and would like to consider the issue resolved at this time.

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
The Raise Guarantee is in place to protect the purchase price on all orders for the first 100 days from the date of purchase. Outside of the 100 day time frame, refund and review requests received will not be honored, per the Raise Guarantee. Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.
The guarantee period for this order lapsed as of March 16, 2016. Had the customer contacted un on or before this date, Raise would have been able to fully cover the purchase. As the request came in after this strict time frame, no further action could be taken on the order.
We would like to again apologize for any inconvenience and would like to consider the issue resolved at this time.

After reviewing Revdex.com complaint number [redacted] for a third time, we are still unable to provide the customer with a different resolution per the Raise Guarantee.
Gift cards sold on the Raise Marketplace do not expire. While this is true, the Raise Guarantee, through which we cover any issues that may arise with the gift card, does lapse after 100 days from the purchase date.  We do understand that there is confusion here for some Raise members and are currently making changes to clarify this user facing information.
The Raise Guarantee is in place to protect the buyer’s purchase for the first 100 days after the purchase date. This is the reason that we do encourage customers to utilize the gift card within the first 100 days from the purchase date - in the case that any issue does arise, we are able to fully cover the purchase price. We do have a Seller Support Team in the office that deals directly with all seller issues. While there is a similar 100 day time frame regarding sellers, after that time frame they are still subject to fees as well as potential removal from the marketplace after research has been done regarding any orders that have had issues.
As a member to member marketplace, at this time, Raise is also a seller anonymous marketplace. When buyers and sellers alike agree to the Raise terms and conditions, they agree to sellers being kept anonymous through the marketplace. As this is an agreement made through the Raise terms and conditions, we are unable to give out the personal information of a seller to a buyer.
We would also like to offer the customer a $50 Raise Rewards credit to use toward a future purchase. As the order is so far outside of the Raise Guarantee, we will be unable to provide a refund or replacement card, but we do hope that the customer will accept this credit. The credit will be placed into the customer’s account and will automatically apply to the next purchase made through Raise.
At this time we would again like to apologize to the customer for this inconvenience and look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted], we have found that this issue has been resolved by a Raise Member Services agent.On November 28, 2015, the customer placed an order for a [redacted] physical gift card with a value of $100.  The total charged to the customer’s credit card was $88.34....

 Sellers of physical cards are allowed three business days to ship a card, and the buyer should receive physical cards delivered by [redacted] within 14 business days.  Should a gift card’s tracking number show information that it has been scanned into the [redacted] mailstream, we allow 30 days before considering a gift card lost in the mail.The customer first contacted Raise Member Services on December 28 to inform our team that he had not received his [redacted] gift card.  The handling agent was able to confirm that the tracking information had not updated, and in accordance with the 30 day policy, we were able to refund the purchase price of this order.On January 20, 2015, the customer was refunded $88.34 and offered a $5 promotional code for the inconvenience caused by this card that had been lost in the mail.  We understand that it is unacceptable to not provide the customer with an update and/or refund for much longer than stated.  We sincerely apologize for the delay in resolution, as well as the shipping issue.  Overall, we feel that this issue has been resolved and we hope to serve the customer again in the future.

Complaint: [redacted]
I am rejecting this response because:  You can see from their reply that they acknowledge what they sold me, a gift card had no value.  Well all they need to do is refund my money. They claim they can not work with me as I have filed a complaint , of course I did after them telling me for over 2 months they would refund my money.  [redacted] informed me that I had 90 days to file a complaint.   I did a [redacted] search and found that this is the way Raise.com operates.   They keep telling the customer they are investigating the problem and promise a refund.   Once the 90 days are past they tell the customer they are not eligible for a refund.
Sincerely,
[redacted]

Raise is one of the worst retailers I've ever dealt with.
I purchased a [redacted] gift card for $25 and printed out my voucher. When I attempted to use my voucher at a [redacted] market, they denied the transaction- said they never heard of Raise and I should speak to them about my gift card.
I then called a Raise customer service representative who let me know she was able to verify the credit still exists for my gift card. However, they are unable to transfer the balance anywhere so my money is just sitting there, inaccessible to me. I asked the customer rep if I'm basically unable to use my money and her reply was "Please accept our sincerest apologies for any inconvenience this may cause, and we would like to offer you a discount on your next purchase. Enter code 5ONRAISE for $5.00 off your next order over $50.00." Seeing that the only purchase I've ever made at Raise was a terrible experience, I guaranteed her that I will never purchase from their business again.
If you would like to spend your hard earned money wisely, I strongly suggest you to not waste it at this retailer.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question and can confirm that the desired resolution has been provided. On January 31, 2016 the customer purchased four [redacted] gift cards from Raise.com for a total value of $1600 with a total purchase price...

of $1475.40, for which the member paid with a credit card. The customer reached out to Raise Member Services on February 8, 2016 through the Raise chat function and notified the serving agent that [redacted] had notified him that one of the gift cards had an issue. At that time the serving agent did begin the process to have the card reviewed by the Gift Card Support Team. The Gift Card Support Team does address all gift cards that have a problem when they are of a higher value.Further information was requested of the customer and we greatly appreciate his cooperation and patience regarding the matter. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 7, 2016 that all four of the [redacted] gift cards have been refunded to the customer’s original payment source. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.We would like to extend our sincerest apologies for the amount of time the customer waited for a resolution, and we hope to better serve this customer in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that...

the current resolution is warranted.
On October 7, 2015 the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $88.51 with a value of $100.
The customer then contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card was not working. The serving agent explained to the customer that the order fell outside of the 100 Day Monday-Back Guarantee so a refund could not be provided.
The Raise Guarantee does not cover requests on orders made outside of 100 days from the date of purchase. Had the customer inquired about this gift card within the first 100 days from the date, with an issue, it would have absolutely been resolved. As the order was brought to the attention of Raise outside of that 100 day period, no further action can be taken on the order.
We would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future.

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]

After receiving complaint number [redacted] we were able to review the order and offer a solution to the...

customer.
On December 11th, 2015 the customer placed an order on Raise.com for a [redacted] Cinemas eGift card.  This is an electronically delivered gift card with a value of $100.00, for which the customer paid $79.95.  The order was completed automatically and delivered to the customer’s Raise account immediately.  
The customer emailed Raise Member Services on December 19th, 2015 to request a refund for this card, as it can be used online only.  The customer was not aware that the gift card purchased would not be a physical card delivered via [redacted], nor could be printed to use at a theater location.  
She proceeded to send multiple emails, and eventually contacted us by calling in on January 3, 2016.  An agent explained our policy regarding returns, which does not cover “Misinterpretation of gift card delivery method or timing of delivery.”  This guarantee covers the purchase price of a gift card that is either not received or if an issue should arise that would prevent the card from being redeemed.  At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account.  We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe.  
The customer was contacted via email on January 8th, 2016 in order to prevent any confusion regarding online only gift cards in the future.  She was also offered assistance in relisting a gift card on Raise.com.  A credit to her account was also offered to offset the selling fee associated with reselling her card on the site.
While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] Cinemas gift card that she has already been given access to. The customer is welcome to respond to the most recent email sent in order to proceed with relisting her card and crediting her account.   We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with guarantee and apologize for any inconvenience.

Complaint: [redacted]
I am rejecting this response because:As Raise insisted, I tried to set up the three-way meeting with Raise and [redacted] 20 minutes ago. I called Raise first and then add [redacted] in, but the [redacted] side needs us to hold. Then the Raise agent said he had to disconnect because he cannot wait for that long. He also suggested that I could call [redacted] first and then add Raise in. But the fact is, I called Raise yesterday, after waiting for about 18 minutes, I still couldn't get through, and then I gave up. I believe the [redacted] customer service won't want to wait for that long, either. Therefore it's almost impossible for me to bring both Raise and [redacted] at the same table.In addition, I cannot accept Raise's explanation that they didn't send me the notification because they were not notified about [redacted] Food's policy change. Because when I first called Raise and asked why I didn't get the notification, the agent told me they should already send me email about the policy change. Then I asked him to provide the proof of sending me notification. He said he cannot. The second agent told me that they won't send me the notification and it's my responsibility to use the gift cards within 100 days. (I already successfully used the gift cards within 100 days, and the [redacted] also changed the policy within my 100-day protection.) I think both the two agents already admitted that they knew the policy change. They just had different opinions that whether they should send or already sent me the notification.I hope Raise could contact [redacted] on behalf of me. And I am willing to give Raise the privilege to contact [redacted] as my representative. I cannot just accept the $10 credit Raise already put in my account (I didn't touch it and feel insecure to shop on Raise again). All I want is, Raise could contact [redacted] and have my gift cards reissued. And I am more than happy to give Raise the right to do that on behalf of me. 
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a different solution to the...

customer.
On October 28, 2015 the customer placed an order Raise for a [redacted] eGift card with a value of $200.00 and a purchase price of $149.60. The customer contacted Raise Member Services on June 6, 2016 and expressed that the gift card had not worked when placing an order. At that time, the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee and no further action could be taken on the order. The customer was also offered a promotional code to use toward a future purchase at that time.
The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the date of purchase. After that time, we are happy to look into an order but are unable to guarantee a refund or replacement card in the same way we would within the first 100 days.
As a courtesy, we would like to offer the customer a refund of the full purchase price, $149.60. The refund will be processed back to the customer’s original payment source in 3-5 business days. This being a courtesy, we want to remind the customer that we may not be able to make the same kind of exception on a future order brought to our attention outside of the Raise Guarantee.
At this time we are happy to have been able to provide the customer with the requested resolution and look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the customer’s account and offer the desired resolution to the customer.On September 20th, 2017, the customer listed a $500 Bergdorf Goodman card for sale on Raise. This card was listed at a purchase price of $450. All cards...

listed on Raise are verified by our Trust & Safety team and are officially live within 24 hours, but some may take longer if further verification is needed. This card went live later that day and sold in Raise Order Number [redacted]. The customer received payment on this card on September 25, 2017. On October 30, 2017, the buyer of Order Number [redacted] contacted Raise Member Services stating that the brand canceled their orders and all gift cards they used now appeared to show a zero balance. Due to the total number of cards that the buyer inquired about, this request was sent to our Gift Card Support Team for further review. When a request is sent over to this team, the refund remains pending and the seller is not debited until the refund has officially been applied.Unfortunately, due to an error in our system, an email was automatically sent to the customer informing them their card was debited, although no refund had actually been processed. Again, it was still in a pending state, and the customer’s seller account was never officially debited. We’d like to sincerely apologize to the customer for the confusion that email caused and we are actively working on getting that addressed now.After further review into that order, our Gift Card Support Team found that there was an error with the order with the brand. Although the order was canceled, the funds are in the process of being returned to the gift card, so the pending refund on Raise’s end will be canceled and the buyer will be able to use the card at their earliest convenience. Every refund request is further reviewed in order to ensure the validity of the buyer’s claim. We have security measures in place in order to best protect both buyers and sellers. At this time, the pending seller debit was reversed and the customer does not owe Raise any additional funds and there is no further action needed.We would like to consider this case closed as the pending refund was canceled and the customer’s seller account no longer has a negative balance. An email was sent to the customer via [redacted]@raise.com with a detailed explanation of what occurred. We would again like to apologize for the confusion and the inconvenience that the initial email caused. We will be following up with the buyer as well to inform them of the situation.  Any follow up questions can be sent via email to [redacted]@raise.com.